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Technical Issues
If you are having difficulties using the site or suspect that something on the site is broken please let us know by emailing: webmaster@teletext.co.uk
What to do if you have a problem with an advertised offer or advertiser
The holiday industry is extremely fast moving and as such availability changes continually. Teletext makes every effort to keep information correct and up to date. We take great care in constantly monitoring the service to make sure that all information on screen is accurate and that Advertisers comply with our code. Should viewers find that this is not the case, they are requested to let us know the details of the advert so that we may investigate. We take complaints of this nature very seriously and take immediate action to ensure our site and advertisers’ offers are as accurate as possible.
How to complain to Teletext
If you experience difficulties after responding to an advertisement on Teletext, please write to us explaining the circumstances, including these important details:
- The platform you viewed the offer on, eg web, TV, ipTV etc.
- The page number or section (if relevant).
- The date and time you viewed the offer and tried to book or booked.
- Any specific details of the advertised offer e.g. destination, price, departure airport and date, duration, share basis, board basis, accommodation details and any other advertised details.
In order to comply with the Data Protection Act 1988 we would also ask viewers to give permission to disclose their letter or email of complaint to outside bodies (e.g. advertiser involved, bonding organisation etc). This will assist in investigating the complaint.
In all instances where Teletext has grounds to regard a company's advertising as misleading, we will try to resolve your query. In other cases we would be pleased to offer any advice that may be helpful.
Write to:
Teletext Limited
Compliance Department
Building 10 Chiswick Park
566 Chiswick High Road
Chiswick
London
W4 5TS
Or e-mail: compliance@teletext.co.uk
Holiday Complaint
Make sure you are aware of the complaints procedure and have the relevant contact details for the travel agent, tour operator or suppliers, before departing. Never wait to complain about a holiday, flight or airline. It is advisable to lodge protests immediately so they can be addressed there and then if possible.
If you have a complaint while you are on holiday:
- Complain to the holiday representative as soon as possible. They should be able to solve most problems and may even be able to compensate you there and then.
- If your complaint is more serious, get some evidence. For example take photos or a video of building work or the state of your hotel.
- Make a written record of your complaint to remind you when you get home.
- Take names, addresses and phone numbers of other holidaymakers who have suffered the same problem.
- Take a note of your rep's name or anyone else you have spoken to, such as the hotel manager.
- Keep receipts for out-of-pocket expenses e.g. phone calls to the UK, doctor's bills, taxi fares, etc.
- Try not to let it spoil your holiday; problems can get out of proportion.
When booking a holiday or flight, keep these rules in mind:
Know which trade association a firm belongs to in case a complaint needs to be taken further. Know your rights as a consumer so you're not in the dark when something goes wrong.
If you've complained first to a travel firm and then a regulatory agency about a holiday, flight or airline but are not pleased with the outcome, you may be able to take court action against the firm. Small claims courts deal with compensation claims of up to £5,000. Always seek advice before taking this path. Viewers can seek advice from the Citizens Advice Bureau (CAB) and Trading Standards.
Regulation
Teletext is a public broadcaster regulated by Ofcom (Office of Communications).
Other independent governing bodies also regulate holiday advertising on the Teletext service depending on the platform. These include the Advertising Standards Authority (ASA), the Department for Business, Innovation and Skills (BIS), the Office of Fair Trading (OFT), the Phone Pay Plus (PPP), and Trading Standards.
Most frequently asked questions:
Who should I contact if I have problems with making a booking or with a flight/holiday that I have booked?
In the first instance, viewers should contact the advertiser. If the advertiser is not the tour operator, then it is suggested that contact should also be made with the tour operator, depending on whether the problem relates to the booking or the actual flight/holiday.
Viewers may wish to seek advice on their rights from the Citizens Advice Bureau and the advertiser's bonding agency, e.g. ABTA, ATOL, TTA, GTG.
What's the best way to search for deals?
If searching for an odd share basis number and not getting results, try searching with all the same criteria but on the closest even number share basis. Then contact the advertisers that are returned and ask them about the odd share number, as rooms are often advertised on an even share basis but may be available for odd numbers, possibly with a single supplement or extra bed supplement. The most commonly advertised share basis is two adults. Although other share bases are available, they are not necessarily specified.
Similarly, if searching for a particular departure point or departure date for which results are not found, but the holidays are available from other departure points or dates, contact the advertiser to ask if your required departure point or date is available. As a general rule, for the most immediate response to your query, phone the advertiser.
Does the price of a flight/holiday include optional extras and compulsory charges?
All compulsory charges should be included within the advertised price. Any optional 'extras' are entirely up to the viewer. The original price must not be dependant on the purchaser taking any 'extras'. You should always ask what is included within the offer.
Where can I find Teletext Holidays on my TV?
Teletext Holidays is available on Freeview Channel 101, simply press text.
