HOLIDAY EXTRAS

Package holidays may not offer the flexibility you would like, particularly with destinations that are off the beaten track.

It’s worth discussing your needs with a travel agent, who will have a mine of information at their fingertips to help you get the right deal.

What should I be aware of when it comes to booking a package holiday?

Although package holidays offer plenty of benefits and additional protection, there are a few things to consider.

Package holidays may not offer the flexibility you would like, particularly with destinations that are off the beaten track.

It’s worth discussing your needs with a travel agent, who will have a mine of information at their fingertips to help you get the right deal.

Should I book my holiday via a travel agent?

It’s definitely worth thinking about for extra peace of mind. In recent years, we have encountered everything from wildfires and severe weather to airline strikes and IT breakdowns, all leading to summer travel disruptions. A good travel agent can take care of every detail of your holiday from finding the right accommodation at a reasonable price, transfers, car hire, visas, planning your itinerary, arranging excursions and deal with any issues if changes need to be made.

It’s something I would recommend because when things go wrong, you want someone to speak to, not a chatbot.

What about third-party online travel agents?

I would be wary of booking via third-party online travel agents. Customer service tends to be abysmal when issues arise and it can be problematic to resolve complaints and disputes.

It’s also more difficult to enforce your consumer rights because you don’t have a direct link to the airline and tour operators and are dealing with an intermediary.

Third-party Online Travel Agents also rely on spurious terms and conditions when dealing with complaints and fobbing you off.

My advice if this happens to you is to push back and ask them to point you to the precise paragraph within the terms and conditions that say they can reject your claim.

Guarantees that ATOL and ABTA provide

All UK-based companies selling package holidays which include flights must be signed up to ATOL. If the package holiday does not have a flight, look for ABTA protection or a similar scheme when booking.

ATOL (Air Travel Organiser’s Licensing) is a compulsory licensing scheme and specifically covers flights, whereas ABTA is a voluntary scheme which covers rail, road or sea travel holidays.

If your travel company goes bust (think Monarch and Thomas Cook), ATOL can repatriate, refund or reimburse you for the affected components of your holiday.

ABTA offers similar protection and complements travel insurance by providing extra financial cover. ABTA has a prescribed code of conduct that its members must abide by to be certified, so it provides a lot of consumer protection if things go wrong with your package holiday.

If you reach an impasse with the travel company, ABTA can also assist if you need to complain about one of its members.

Don’t forget to pay at least a deposit by credit card for free S75 protection under the Consumer Credit Act 1974, which holds the credit card provider jointly liable if issues arise.

If you book through a travel company, who do you go to when things go wrong?

Your first point of contact is always the travel company, as your contract is with them and you need to give them an opportunity to put things right.

Put everything in writing to create a paper trail if you need to escalate your complaint. If you do speak to someone, get their name at the start of the call and note the time and date with what was discussed and promised with a follow-up email to confirm it.

Follow the complaints procedure and if you reach an impasse, request a deadlock letter that states their final decision so you can refer it to ABTA. ABTA members are required to acknowledge complaints within 14 days of receipt and provide a detailed response within 28 days of receipt.

If all else fails, don’t be afraid to take your case to the small claims court. Even the threat of doing so with screenshots of a prepared claim sent by email putting the company on 14 days’ notice to settle before action often elicits a swift outcome.

Why you should always take out travel insurance

Accidents or illnesses can happen when you least expect it, and costs can quickly escalate. Travel insurance isn’t just an optional extra. It’s a lifesaver that provides essential health and financial cover while you’re away and gives peace of mind for unexpected costs if you require surgery or specialised care.

We have all heard stories in the media about people being stranded abroad after taking the risky decision to not take out insurance, with GoFundMe pages being set up by well-meaning family and friends.

Make sure your insurance covers you and hospital bills if you are out of the country for more than 30 days if you are planning an extended holiday. That also applies to home insurance, as many insurers invalidate claims made if your property is empty for a similar period.

Many countries require payment upfront for medical treatment, and surgery or a prolonged hospital stay without proper travel insurance can quickly turn a dream trip into a financial nightmare. The Association of British Insurers (ABI) say the biggest concern for most travellers is needing emergency medical treatment while overseas. Costs can be astronomical.

Although the Global Health Insurance Card entitles you to state-provided healthcare in the EU, it’s not an alternative to travel insurance and won’t cover all medical costs or repatriation back to the UK.

Extreme weather events are becoming more frequent, so you need to consider all eventualities and ensure you have sufficient insurance protection. I was affected by the Icelandic volcanic eruption in 2010 and my insurance claim was initially refused. The claims handlers were well primed to deflect any claims by saying it was an Act of God and the volcanic ash situation did not fall within the confines of cover.

I contested this by citing that Acts of God and natural disasters were not specifically excluded, and the insurer said it was the underwriters who were responsible for paying my claim. I wrote to the Managing Director of the insurer who agreed a payout under a different section of the policy that didn’t spring to mind after I involved the Financial Ombudsman Service.

The Financial Ombudsman Service can help with insurance complaints if you reach a deadlock with your insurer. If it’s not right, it’s worth the fight. This protracted dialogue went on for about eight months, and I eventually won £1,330.

It’s worth checking to see if your bank account and home insurance policy offers some insurance cover to avoid unnecessary duplication for gadgets like mobile phones and laptops.

GHIC and EHIC and how they work

A Global Health Insurance Card (GHIC) has replaced the European Health Insurance Card (EHIC), although an existing EHIC card can still be used until it expires. It allows you to get necessary state healthcare in the European Economic Area (EEA) and some other countries, on the same basis as a resident of that country.

It’s free and lasts for up to five years and covers medically necessary healthcare such as emergency treatment, A & E visits and treatment for long-term and pre-existing health conditions.

You may have to pay for treatment in-line with what residents would pay. UK Government advice is to check the state-provided healthcare services in the country you are visiting and any potential charges you may face online on the gov.uk website. You can apply for a refund for treatment costs when you return home, so keep all receipts and any paperwork.

It’s important to stress that it does not replace travel and medical insurance cover for things like medical repatriation, private medical treatment or ski and mountain rescue. It does not cover non-medical issues such as lost luggage, travel delays and cancellations, and cannot replace comprehensive protection a travel insurance policy provides.

Does a reciprocal healthcare agreement with non-EU countries like Australia mean you don’t need insurance?

Reciprocal health agreements allow citizens to access healthcare in each other’s countries, although they are not a substitute for proper travel insurance even within the British Isles.

Most people don’t realise that the Isle of Man and the Channel Islands are not part of the UK and have different rules. They are self-governing British territories with their own

You can check what UK reciprocal healthcare agreements have with non-EU countries online via the gov.uk website, which tells you the documents you will need to prove entitlement to healthcare in each country, what is covered and what you will need to pay for.

Reciprocal agreements will vary, although they will never cover the cost of repatriation to the UK and routine monitoring of pre-existing conditions. Medical services may also be limited, so make sure you have adequate private travel insurance before you travel.

Also check the gov.uk foreign travel advice for advice and warnings about travel abroad, including entry requirements, safety and security and health risks.  This also provides helpful links with advice for solo and independent travel, general advice for women travellers and safety tips.

It’s also worth checking the Foreign, Commonwealth & Development Office (FCDO) for additional advice for travel to more risky destinations.

Your travel insurance could be invalidated if you travel against advice from the Foreign, Commonwealth and Development Office, and you can assume that the UK Government will not be able to help you if you encounter any difficulties.

What to do when things go wrong abroad

It’s easy to just think about what to pack for your holiday, but what happens when the unexpected happens? Lost and stolen passports and mobile phones are probably the most common problems holidaymakers encounter, which can ruin your holiday and turn your life upside down.

We tend to run our lives off mobile phones and rely on them to hold downloaded boarding passes, do online banking and much more via apps as part of our everyday lives. Life throws curveballs when you least expect it, so expect the unexpected and have a back-up plan.

What’s old becomes new again, and pen and paper is best. Make a note of your accommodation details, flight details, passport details, essential contact numbers and insurance policy and share it with trusted friends and family before you go on holiday.

Write down contact details for your debit and credit cards in case they are lost, stolen or skimmed by rogue shopkeepers so you can block the accounts as soon as possible.

You will need to contact a British embassy, high commission or consulate if your passport is lost or stolen. Their contact details can be found on the gov.uk website, where they can provide emergency assistance if you are ill, injured, involved in a crime or need a replacement passport or an emergency travel document.

I hope you find that advice useful. Most people enjoy holidays without a hitch, so hopefully you will too!