The airline is usually responsible for you and your luggage arriving at your destination safely and on time. Guidelines do exist regarding what you should expect and are entitled to if things go wrong. For example, if your luggage is lost on your outward journey, the airline will supply cash or refund receipts for purchases of necessary supplies (within a set limit).

ATOL is part of the Consumer Protection Department managed by the CAA and is the government's licensing and financial protection scheme for air holidays and flights sold by tour operators and travel organisers in the UK.

Plenty of links to further information have been given below if you are unsure of the procedures outlined here.

Local resolution 1: You are advised to mention your complaints to someone responsible on the spot if you can, perhaps the cabin service director or the captain on the aircraft or the customer relations team at the airport if the complaint concerns delays etc. Bear in mind that you are entitled to compensation if you are delayed or 'bumped off' a flight (see the Air Transport Users Council (AUC) link below. Important note: Complaints to the AUC must be made directly to them, via their website). Some problems may not be the fault of the airline and you should check if this is the case. For lost luggage, approach an airline or customer services representative in the luggage collection hall and complete a PRI form immediately. Retain a copy of this and write to the Airline within 7 days, to make your claim.

For complaints about the holiday itself, the booking agent or any issue related to a tour operator/agency, please view the relevant howtocomplain.com complaints procedures pages here.

Local resolution 2: Next you should contact the customer relations department of the relevant airline. Ensure you keep evidence of your complaint (tickets, luggage labels etc.) but do not hand the originals over until you have been notified of compensation in writing. You may need to communicate with the customer relations department several times before proceeding to step 3.

For complaints about the holiday itself, the booking agent or any issue related to a tour operator/agency, please view the relevant howtocomplain.com complaints procedures pages here.

Authorities: If you are still not satisfied then the AUC, the consumer watchdog for this industry, can take your complaint up for you. Bear in mind that the AUC has no statutory powers and can not enforce an airline to respond to its recommendations. Important note: Complaints to the AUC must be made directly to them, via their website). Some problems may not be the fault of the airline and you should check if this is the case

ATOL is part of the Consumer Protection Department managed by the CAA and is the government's licensing and financial protection scheme for air holidays and flights sold by tour operators and travel organisers in the UK.
If your air travel arrangements are ATOL protected, you are covered against failures of the tour operator/agency. Air travel firms with ATOL have to provide the CAA with financial guarantees. This means that you'll still be able to fly to your destination or receive a refund for the flight or, if it occurs whilst on an air holiday, to continue with it as planned. If your complaint is about firms not providing financial protection, you should direct your complaint to the CAA.

For complaints about the holiday itself, the booking agent or any issue related to a tour operator/agency, please view the relevant howtocomplain.com complaints procedures pages here.

In all cases, if the complaint is still unresolved then you can seek advice from your local Trading Standards Office. They will give you free advice and may take up your complaint for you.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.