Legal
Complaints
Last updated 18 October 2026.
Change a date, cancel, ask for a refund or complain: use the request form →If something went wrong with a booking, tell us. A complaint is handled by a real person, it costs nothing, and raising one does not affect how we treat you on future bookings.
1. What to send us
So we can find your booking straight away, please include:
- your booking reference (it starts with TG- and is on your query summary and our emails);
- your ticket or confirmation number, if the supplier gave you one (for example an airline ticket number or hotel confirmation);
- what happened and when;
- what you would like us to do about it.
If you do not have a reference, send your name, the email or mobile number you used, and the service you booked. We will find it.
2. What we will do
- We will confirm we have your complaint promptly .
- We will tell you what we found and what we propose . If we need more time, for example because a supplier overseas has to reply, we will tell you why and give a new date.
- We will contact the supplier on your behalf where the problem is theirs. We act as your travel agent, and a supplier’s own rules still apply to what they can offer.
3. Complaints about privacy
Send these to the same address. How we handle personal information is in our Privacy Policy; refunds are covered in our Refunds page.