Start with whoever sold you the booking, and send them your proof. The resort, airline and ground operator each look after their own part, and your written terms say how that is shared. Knowing the map first saves days of being passed around.
This sits in our trust and enquiries topic, where we explain how to check what you are buying.
Who does what in a booking?
A honeymoon usually has four parties. The table shows what each one looks after.
| Party | Looks after | First question to ask them |
|---|---|---|
| Agent or seller | The sale, your payment, passing on your requests | What did you confirm for me, and in writing? |
| Resort or hotel | The room, meals, facilities on site | Is my booking on your system, and what does it show? |
| Airline | The flight, baggage, schedule changes | What are my options for this change? |
| Ground operator | Transfers, tours, boat or car on the day | Where and when do I meet you? |
Land arrangement means the ground part of a trip bought without flights. Our land arrangement entry explains the term.
Why does it feel as if nobody owns the problem?
Each party can truthfully say the fault lies with another. The resort says the agent sent the wrong dates. The agent says the resort changed the room.
That is why you want the chain written down before you pay. When every promise has a name beside it, the question of who fixes it is shorter.
Which problem goes to whom first?
Match your problem to the first contact below.
- Wrong room or missing extra: the agent, with your confirmation. See request versus confirmed.
- Flight cancelled or retimed: the airline for the flight, and the agent for the rest of the trip.
- Transfer did not arrive: the agent through the emergency contact.
- Hotel says no booking: the agent, then ask the hotel to check by name and dates.
If the first contact does not reply, tell them you will escalate and when. Then do so.
What evidence should we keep?
Keep it in one folder on your phone and a copy online:
- Your quote and the final booking terms.
- Payment receipts, with the company name.
- The hotel’s own confirmation, not just the agent’s reference.
- Screenshots of chats where something was promised.
- Photos or videos of the problem, with the date.
What if the first contact cannot fix it?
Ask for a written reply that states what they will do and by when. If the delay continues, move to the official route. Our guide on where to complain about a travel agent lists them.
Check the current process and any time limits on the official site, as these can change.
What should we do next?
- Open your booking terms and underline who is named for each part.
- Save the emergency number and the agent’s support hours on your phone before you fly.
- Ask the agent which promises are confirmed, and which are still requests.
- Use our ten questions to settle the rest before you pay.