Complaints: telling us when something isn't right

Version 2. Last updated: 17 October 2026

We want every trip you book with us to go well. If something isn't right, please tell us. We'll listen, tell you what happens next, and do our best to put it right. Making a complaint is free.

Need urgent help while you're travelling?

If you're at the airport or on holiday and need help now:

If you or anyone with you is in danger, call 112 or the local emergency services first.
Call your holiday company's emergency number. You'll find it on your booking confirmation or travel documents. The holiday company (the organiser of your package) is responsible for helping you if you run into difficulty during your holiday.
For help from the UK government abroad (for example a lost passport, an arrest or a serious incident), contact the nearest British embassy or consulate, or the Foreign, Commonwealth & Development Office (FCDO) on +44 (0)20 7008 5000.
Contact us during our office hours: 7 days a week, 9:00am to 8:00pm UK time. During office hours we aim to reply to urgent travel problems within 30 minutes.

Our team is not available around the clock. If you message us outside office hours, we'll get back to you when we're next in, so please use the contacts above if you need help straight away.

Please report any problem with your holiday to your holiday company's representative or emergency number as soon as it happens, so they have the chance to put it right while you're there. Their booking conditions may require you to do this.

1. Who we are, and who deals with what

TripNTravel (also written Trip N Travel) is the trading name of TRIPNTRAVEL PRIVATE LTD (company number 16525641), an independent travel agency and a member of PTS. Registered office: 36 Scotts Road, Bromley, Kent BR1 3QD.

We act as a travel agent. We help you choose and book holidays and flights provided by holiday companies and airlines. The company that provides your holiday (the organiser) is named on your booking confirmation.

Who deals with your complaint depends on what it's about:

About our service (our advice, quotes, paperwork, payments or how our team treated you): we deal with it ourselves, from start to finish.
Changes, cancellations and refunds: we check the organiser's booking conditions and tell you in writing about any charges (theirs and any fee of ours) before we do anything. We only go ahead once you've confirmed in writing. Any refund due is paid back through PTS.
About the holiday itself (for example your hotel, flights or transfers, or something not being as described): the organiser is responsible for the holiday and will decide your complaint. We'll pass it to them, with the messages you've sent us, within 48 hours, tell you we've done so, and keep chasing them for an answer. You can also contact the organiser directly using the details on your booking confirmation. Either way, we'll stay in touch and help you.

2. How to make a complaint

You can complain in whichever way suits you:

Email: info@tripntravel.co.uk
WhatsApp: +44 20 4538 5838
Phone: +44 20 4538 5838, during our office hours, 7 days a week, 9:00am to 8:00pm UK time
Post: TripNTravel, 36 Scotts Road, Bromley, Kent BR1 3QD

It helps us if you tell us:

your name and booking reference
the holiday company (organiser) and your travel dates
what went wrong, and when
what you would like us to do to put it right
and send copies of any messages, photos or receipts that help explain it.

If you need help making a complaint, or you'd like us to do anything differently because of your circumstances (for example a call back, larger text, more time, or support because of a health condition, disability or bereavement), just tell us and we'll do our best to help.

A note on payments: we will never ask for your card details by phone, WhatsApp or email. If a payment is ever needed (for example a change fee), we only take it through a secure PTS payment link. If anyone asks you to pay another way, please don't, and tell us straight away.

3. What happens next

We acknowledge it. We'll confirm we've received your complaint within 1 working day, give you a case reference, and tell you who is looking after it.
We look into it. We'll check your booking records and messages and speak to our team. If we need anything else from you, we'll ask.
If it's about the holiday itself, we pass it to the organiser within 48 hours, chase them for a reply every 5 working days, and pass on their answer within 2 working days of receiving it.
We reply in writing. We aim to send you our final written response within 14 days, and no later than 28 days. It will explain what we found, what we will do, and your options if you're still not happy. If we need more time, we'll tell you why and when you can expect to hear from us.

Many complaints can be sorted out quickly. If we can put things right straight away, we will.

4. If you're not happy with our answer

Ask for a review. Reply to our response and ask for your complaint to be reviewed by a director of TripNTravel. They'll look at it again and reply within 14 days.
Complaints about the holiday itself. If you're unhappy with the organiser's answer, you can use the organiser's own complaints process and any independent dispute resolution scheme it belongs to. Details are in the organiser's booking conditions, and we can help you find them.
Independent dispute resolution (ADR). When we send our final response, we'll tell you about any independent dispute resolution scheme or similar arrangement that we are required to use for complaints about our own service, and how to contact it.
Other help. Citizens Advice can give you free, independent advice on your rights: citizensadvice.org.uk or 0808 223 1133. You can also take your claim to court.
Complaints about how we use your personal information are covered in our Privacy Notice. You can contact us at info@tripntravel.co.uk, or the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

5. Your money

All payments for bookings made through us are taken only by secure PTS payment links, never by card details given to us over the phone, WhatsApp or email.

6. Your information

We'll use the information you give us to deal with your complaint. If it's about the holiday itself, we'll share it with the organiser so they can respond. We'll only record health or other sensitive details where we need them to help you. If you complain by phone, the call may be recorded, as explained in our Privacy Notice.

TRIPNTRAVEL PRIVATE LTD, trading as TripNTravel (Trip N Travel). Company number 16525641. Registered office: 36 Scotts Road, Bromley, Kent BR1 3QD.