In the rare case that your PTS member can’t help you, we at PTS are always here to help. Whether it’s a situation they haven’t experienced before and they’re unsure how to help, it’s a matter of misunderstanding, or something else, if your PTS member can’t resolve it, our friendly team can assist.
There are a few things to keep in mind if you think you need to contact PTS directly about a query:
We will need confirmation that you have done all you can to resolve it with your PTS member first.
We cannot help you if your travel business is not a PTS member.
We consider this a last resort option, and we thoroughly encourage you to communicate with your travel business first and foremost. It is very rarely we’ve needed to assist our members with a consumer query, and it’s important to us that our members can provide to you the most stress-free process possible.
To ensure you are booking with a PTS member, you can look on their website for the PTS logo and their PTS number, or you can call PTS at 0207 190 9988 to confirm with us if your travel company is a PTS member.
You can also find out more about your consumer protection on our page or visit our blog for articles on how we protect you on holiday.
*Please keep in mind that the PTS team cannot help you if you have not tried to solve any issue or query with your PTS member first. Contacting PTS directly should never be your first option.