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Holiday dispute assistance


We all know that sometimes adverts don’t quite live up to reality. But if your dream holiday turns out to be more of a nightmare, having the right insurance can make all the difference.

John Brady, Head of Commercial at John Lewis Insurance, answers your questions on Holiday Dispute Assistance and explains how Travel Insurance can help if your holiday doesn’t go the way
you’d planned.

Q&A with John Brady

Q. What’s your background and what experience do you have in providing advice about Travel Insurance?

A. I've worked in financial services for 20 years, including banking, credit cards and insurance. The last five have been spent at the John Lewis Partnership, where I’ve helped to launch and develop John Lewis Insurance, including our personal insurance cover for cars, weddings, pets, homes, events and of course, travel. I love travelling, seeing new places and getting away from the hustle and bustle of daily life.

Q. What is Holiday Dispute Assistance?

A. If you were mis-sold a holiday, Holiday Dispute Assistance will cover your costs so that you can start formal legal proceedings against the
relevant company.

Quotation MarksWhen we go on holiday we expect it to be blue skies and sandy beaches. But if your sun-kissed villa turns out to be a leaky shed, it’s important to know your options.Quotation Marks

Q. What exactly
is covered?

A. Holiday Dispute Cover can be used if you need to take legal action because of a breach of contract by your travel provider. This can include:

  • Your Tour Operator or Holiday Company
  • Your Travel Agent
  • A Car Hire company with whom you have a pre-booked vehicle
  • An Airline, Ferry, Train, Cruise Liner or Coach Operator
  • A Hotelier or Property Owner

Q. How much can I claim?

A. If you have our Premier Cover, you’ll be entitled to up to £25,000 so you can take the Travel Agent or Tour Operator to court to reclaim your costs.

If you have our Essential or Plus Cover, Holiday Dispute Assistance
isn’t offered.

Q. Can you give me some examples of when I might need Holiday Dispute Assistance?

A. There are several reasons why you may need to seek compensation for a mis-sold holiday, these are just some examples:

  • If your hotel turns out to be a building site
  • If your villa with a sea view was actually nowhere near the ocean
  • If your swimming pool has no water
  • If your bedroom is infested with mice

Expert tips

If you arrive on holiday and things aren’t as they’ve been sold to you, then there’s a few steps you can take to help your claim:

  • Keep copies of all correspondence with the hotel/villa owner/tour
    operator etc.
  • Complain in writing to the tour operator/hotel etc. as soon as you can
  • If possible, fill out a complaint form
  • Take photos of anything that isn’t as advertised
  • Get names and addresses of other guests who could act as witnesses

For further tips and advice, please see our quick guide (PDF).

John Lewis Travel Insurance homepage

Looking for more information
about Travel Insurance?
Find out more here

Get a Travel Insurance quote

Terms, conditions, limitations, exclusions and eligibility criteria apply.

John Lewis Insurance is a trading name of John Lewis plc. Registered in England No. 00233462. Registered office: 171 Victoria Street, London, SW1E 5NN. John Lewis plc is an appointed representative of UKAIS Limited (No. 02613429). Registered in England and Wales at Prospect House, Gordon Banks Drive, Trentham Lakes North, Stoke on Trent ST4 4TW. Authorised and regulated by the Financial Conduct Authority (financial services register 307223).

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