Most problems are easier to resolve when the people providing the service can see what has happened and have an opportunity to put it right. Report an issue promptly, keep a clear record and follow the complaint route in the booking terms.

If a problem arises during the holiday

• Tell the relevant supplier or representative immediately. For example, speak to the hotel about the room or the transfer company about a missed collection.

• Contact support. Use the Barrhead Travel assistance details in your travel documents and tell me as soon as practical if the local supplier cannot resolve the problem.

• Keep evidence. Record the date, time, name and response, and retain messages, photographs and receipts. Ask for written confirmation where possible.

If it remains unresolved after travel

Send a concise written complaint with your booking reference, what happened, when it was reported, the response received, the remedy you are seeking and copies of the relevant evidence. Barrhead Travel’s booking terms recommend sending formal written notice within 28 days of the end of the holiday.

Formal written complaints can be sent to:

Customer Services
Barrhead Travel Service Limited
Libertas House
39 St Vincent Place
Glasgow G1 2ER

Copy correspondence to me at natalie.dent@brillianttravel.co.uk

ABTA dispute resolution

Barrhead Travel is an ABTA member, number 13759. If the complaint cannot be resolved directly and falls within ABTA’s scope, you can register a dispute with ABTA. Its process begins with informal resolution. Eligible cases that remain at deadlock may proceed to independent arbitration, subject to the current rules, limits, deadlines and fees.

ABTA is not an ombudsman and does not award compensation during its informal complaint stage. Its independent arbitration scheme can make a legally binding decision after considering the written evidence.

Important Notice

The correct route depends on the booking. A supplier, airline, insurer, card provider or another ADR body may be responsible for a particular complaint. Your confirmation and supplier terms identify the relevant contract. Do not use the former European Commission Online Dispute Resolution platform; it was discontinued on 20 July 2025.