Complaint Against Travel Agent
Your agent promised a four-star hotel and delivered a two-star one, or the transfers and tours you paid for never materialised. This letter compares what was promised against what you received and demands a refund of the difference plus compensation.
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When and how to use this letter
Travel agent disputes almost always come down to one question: what was promised in writing. Before you write this letter, gather every piece of written evidence you have: the booking confirmation, the itinerary, WhatsApp or email messages where the agent described hotels or services, and the payment receipts. If the key promises were verbal, write down exactly what was said, when, and who was present, while your memory is fresh.
Compare promise against reality in a simple two-column list: what was promised on the left, what was delivered on the right. This format is devastatingly effective because it leaves no room for the agent to argue interpretation. Attach the proof for each row, such as the itinerary PDF on one side and the photograph of the actual hotel on the other.
The non-obvious step: check whether the agency is registered with a travel trade association or tourism authority in your country. Regulated agents face real consequences from their licensing body, and mentioning that you will report them there adds serious weight. Also verify whether your travel insurance covers agent default, since some policies do.
Send the letter by email with a fourteen-day deadline, demanding a refund of the price difference plus compensation for the ruined portion of the trip. If the agent ignores you, the consumer commission sees travel cases regularly, and a promise-versus-reality comparison with receipts is among the easiest files to win.
Frequently asked questions
The agent delivered a worse trip than promised. Do I have a case?
The promises were verbal. Can I still complain?
The agent says bookings are non-refundable. Is that final?
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