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We hope every trip we plan exceeds your expectations. However, we recognise that things don’t always go to plan, and if you are dissatisfied with any aspect of our service or your holiday experience, we want to hear about it. We take all complaints seriously and aim to resolve them fairly and promptly.
Picked & Packed Travel is a trading name of Ellie Powell, operating as an independent travel consultant registered with InteleTravel (ATOL 1968 / ABTA P6710). This means we are subject to both InteleTravel’s complaints framework and ABTA’s Code of Conduct.
Please follow these steps. We ask that you complete each stage before escalating, as most issues are resolved quickly at Stage 1.
In the first instance, please contact Ellie Powell directly. You can email hello@pickedandpackedtravel.com or use the contact form on our website. Please include your booking reference, a clear description of your complaint, and what outcome you are seeking. We aim to acknowledge your complaint within 2 working days and provide a full response within 14 days.
If a problem arises during your trip, please report it to the relevant supplier (hotel, cruise line, tour operator, transfer company) as soon as possible. Most issues can be resolved on the spot. If you cannot resolve it locally, please contact us immediately so we can assist. Failure to report issues in resort may limit our ability to investigate and resolve your complaint after you return.
If you are unsatisfied with our initial response, you may escalate your complaint in writing to hello@pickedandpackedtravel.com marked “Formal Complaint”. We will conduct a thorough review and issue a final written response within 28 days of receiving your formal complaint.
If you remain dissatisfied after our final response, you have the right to escalate your complaint to external bodies. Details are listed in the section below.
Important: For complaints arising from a package holiday, your contract is with the tour operator or cruise line, not with Picked & Packed Travel. We will assist you in pursuing your complaint with the relevant supplier, but our liability is limited to our role as agent. Please see our Terms of Business for full details.
Email: hello@pickedandpackedtravel.com
Website: pickedandpackedtravel.com
Operating as: Independent travel consultant via InteleTravel
Acknowledgement within 2 working days · Full response within 14 days
If we are unable to resolve your complaint to your satisfaction, you may contact the following organisations depending on the nature of your complaint:
ABTA operates an approved Alternative Dispute Resolution (ADR) scheme. If your complaint is not resolved through our internal process, you may refer it to ABTA for independent review.
For complaints relating to ATOL-protected bookings, or if you believe your financial protection has been compromised, contact the Civil Aviation Authority.
As our host agency, InteleTravel may be able to assist with complaints that relate to bookings made through their platform. Contact details are available on their website.
For complaints specific to cruise lines, the Cruise Lines International Association (CLIA) may be able to assist, particularly for Elles Cruises bookings.
We ask that complaints about your holiday experience are submitted within 28 days of returning from your trip. Complaints submitted later may be more difficult to investigate fully, though we will always attempt to resolve them. For complaints about our service rather than the holiday itself, please contact us as soon as possible.
When we receive your complaint, we will:
For full details of our booking conditions and the limits of our liability as an agent, please read our Terms of Business. For information about how we handle your personal data during a complaints investigation, see our Privacy Policy.