Complaints Procedure
If something has gone wrong, we want to know about it and we want to put it right. Here's how to make a complaint and what happens next.
How to Make a Complaint
Contact FCK IT BOOK IT First
Please contact us as soon as possible — ideally while you are still on holiday so we have the opportunity to resolve the issue quickly. You can reach us by phone, WhatsApp or email.
We Will Acknowledge Your Complaint
We will acknowledge receipt of your complaint promptly. We aim to acknowledge all complaints within 2 working days of receipt.
We Will Investigate
We will investigate your complaint thoroughly. Where your complaint involves a Supplier, tour operator or travel principal, we will liaise with them on your behalf. We may need to allow reasonable time for the Supplier to respond.
We Will Aim to Resolve Fairly and Promptly
We aim to resolve all complaints fairly and as quickly as possible. We will keep you updated on the progress of your complaint and provide a full response as soon as we are able.
Further Options
Where your booking involves a Supplier, tour operator, principal or travel protection organisation, you may also have rights to contact that organisation directly. We will provide relevant contact information where applicable. We will not invent or suggest dispute-resolution schemes or memberships that do not apply to your booking.
Contact Us to Make a Complaint
Tips for Making a Complaint
- Report problems as soon as they arise — ideally while you are still on holiday
- Keep a record of any problems, including dates, times and the names of people you spoke to
- Keep copies of any correspondence, receipts or documentation relating to your complaint
- If you are abroad, report the problem to the Supplier's local representative as well as contacting us
- Be as specific as possible about what went wrong and what outcome you are seeking