Our commitment
If something goes wrong we want to know, and we would rather hear it early than read it in a review. We take every complaint seriously and aim to resolve it quickly and fairly.
1. While you are away
Report the problem immediately to whoever can fix it — the hotel reception, the transfer or excursion operator, or the airline desk. Most problems can be put right on the spot, and a supplier is entitled to the chance to do so.
If it is not resolved locally, contact us straight away on 07415 279368 or at contactus@triptides.co.uk and we will take it up with the supplier while you are still there. A complaint raised on your return about something we could have fixed at the time is much harder to resolve.
2. After you return
Write to us within 28 days of your return date at contactus@triptides.co.uk, with Formal Complaint in the subject line.
3. What to include
- Your name and contact details
- Your Trip Tides booking reference
- Travel dates and destination
- A clear description of what went wrong
- What you did at the time, and who you reported it to
- Any photographs, receipts or correspondence
- What outcome you are looking for
4. What happens next
We acknowledge every complaint within 3 working days.
We aim to give you a full written response within 28 days. Where a complaint involves a supplier, we present it to them on your behalf and chase it — but the timescale then depends partly on them. If it is going to take longer, we tell you why and keep you updated rather than going quiet.
An honest word about our role. Trip Tides is a booking agent. Your contract for the travel services themselves is with the supplier, so a claim for compensation is usually against them rather than us. What we will do is put your case to them properly, give you everything we hold to support it, and keep pushing.
5. If you are still not satisfied
If we cannot resolve your complaint between us, you can refer it to an independent Alternative Dispute Resolution provider, such as CEDR. Where the supplier is an ABTA member, ABTA's own arbitration scheme may be available for disputes about their services.
You also have the right to pursue a claim through the courts. Nothing in this policy affects your legal rights.
Contact us
Email: contactus@triptides.co.uk
Phone: 07415 279368
Address: 11 Ordnance Street, Chatham, Kent ME4 6SF