Guides › Company Guides › Saga Holidays
How to Complain to Saga Holidays
Saga says holiday complaints can be sent by email to its holidays customer services team, and its holiday contact page points returning travellers to a Customer Relations Department. For Saga cruises it says it acknowledges concerns within 3 working days.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Saga Holidays
How to Complain
Saga says holiday complaints can be sent by email to its holidays customer services team, and its holiday contact page points returning travellers to a Customer Relations Department. For Saga cruises it says it acknowledges concerns within 3 working days. source
Is It A Package?
What Counts as A Package
You likely have a package holiday if you booked 2 or more travel services (for example flights and a hotel) for the same trip from one organiser, and the trip lasts over 24 hours or includes an overnight stay. source
Linked and Independent Bookings
Linked arrangements (services from different companies, paid separately) and independent bookings give you fewer rights, and foreign-based companies may not be covered by UK law. Report problems quickly and keep receipts. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayTell the company about a problemAs soon as it happens, during the trip, not after you get home
- 20 daysWritten notice of a price riseAt least 20 days before departure
- 8%Cancel free if the price rise is over8%
- 14 daysRefund after a cancelled packageWithin 14 days of the cancellation
- 6 yearsLegal claimGenerally 6 years in England and Wales, 5 years in Scotland (not stated on the Citizens Advice pages, so check before you wait)
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Saga Holidays in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, ask your card provider about Section 75 or chargeback, or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Saga Holidays Complaints
Always start here, in writing.
Ask About An ADR Scheme
We could not confirm a general ombudsman or ADR scheme for Saga Holidays from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Saga's complaints page names the Financial Ombudsman Service for its insurance and money complaints, not for holidays. Its holiday contact page says it is an ABTA member with ATOL protected holidays.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to Saga Holidays. This guide uses information published by Saga Holidays and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- saga.co.uk/making-a-complaint Checked 4 October 2026
- holiday.saga.co.uk/contact-us Checked 4 October 2026
- citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/claim-compensation-for-a-holiday Checked 12 October 2026