Quick summary: Holiday cancelled or refund delayed? Learn which booking terms, cancellation notices, payment records and replies to keep.
Identify the booking type
Keep the booking confirmation, ATOL or package information, supplier names, flight and accommodation details, booking conditions and any agent correspondence.
Save the cancellation notice
Keep the message showing who cancelled, when they cancelled, why they cancelled and what alternative, credit note, voucher or refund was offered.
Track payment and refund promises
Save card statements, bank transfers, deposit records, balance payments, refund promises, voucher terms and deadlines.
Keep complaint replies in date order
A useful complaint pack shows your request, the company response, any escalation to ABTA or another body and whether the company gave a final position.
Evidence checklist
- Booking confirmation and terms
- ATOL, package or supplier documents
- Cancellation notice and reason
- Payment records and refund promises
- Voucher or credit note terms
- Complaint replies and escalation records
Common questions
Does it matter who cancelled the holiday?
Yes. Your rights and evidence route may differ depending on whether you cancelled, the organiser cancelled, or the travel provider made a significant change.
Should I keep voucher details?
Yes. Keep the voucher value, expiry date, refund wording and any conditions that affect whether you can get money back.
What if the company delays the refund?
Keep the refund promise, due date, reminders and any explanation for the delay. Payment records help show what remains outstanding.