COMPLAINTS PROCEDURE

1. Complaints During Your Holiday

If you experience a problem or have a complaint while you are travelling, you should contact the relevant Supplier immediately.

Depending on the nature of your travel arrangements, this may include your hotel, airline, transfer provider, tour operator or another supplier responsible for providing the relevant service.

Please explain the problem to the Supplier as soon as it arises and give them a reasonable opportunity to investigate and put things right.

It is important that you follow this procedure while you are still on holiday. If you do not report a problem to the relevant Supplier at the time, there may be less opportunity for them to investigate the circumstances and take appropriate action to resolve the issue.

Failure to report a problem promptly may also affect any compensation or other remedy to which you may otherwise be entitled.

2. Complaints After Your Holiday

If you remain dissatisfied after your return home and wish to make a complaint, Holiday Jug can assist by forwarding your complaint to the relevant Supplier.

Please provide the following information in your email:

• •Your original booking reference number;
• •Your full name and contact details;
• •Details of the travel arrangements concerned;
• •A clear description of the issue or complaint;
• •Details of any steps you took to resolve the matter while on holiday;
• •Details of any response or resolution offered by the Supplier; and
• •Any other relevant information or supporting documentation.

Providing complete and accurate information will help us forward your complaint to the relevant Supplier and assist with handling your concerns.

3. Supplier Responsibility

Where Holiday Jug acts as an agent, your contract for the relevant Travel Arrangements is with the Supplier.

Accordingly, complaints relating to the actual provision of the Travel Arrangements should normally be addressed to the relevant Supplier in the first instance. Where appropriate, Holiday Jug will liaise with the Supplier and forward your complaint on your behalf.

4. Complaints Received After 28 Days

Complaints submitted to Holiday Jug more than 28 days after your return home will not be accepted under this complaints procedure.

We therefore strongly recommend that you raise any concerns with the relevant Supplier during your holiday and, if the matter remains unresolved, submit your written complaint to us promptly after returning home.

5. Alternative Dispute Resolution

Please note that Holiday Jug does not currently offer an Alternative Dispute Resolution (ADR) service.