Frequently Asked Questions

Frequently Asked Questions

My trip was great! How do I let you know?

Great news! We love hearing about when our trips are extra special. Please do get in touch.


When will I get a reply to my complaint?

We’re sorry that you made a complaint. We’ll work hard to resolve any issues you may have experienced. Our team will review your complaint and will be in contact (either by phone or email) to resolve the issue. We aim to respond within 28 days. Just so you know, we’re only able to send responses to the lead passenger (the person who made the booking).

I had an accident whilst on holiday, how do I report this?

If you had an accident or injury and notified the hotel or resort team while you were on holiday, please contact us within three months of returning from holiday to follow up.

I need to send in photo and video evidence of my recent holiday for an outstanding claim or complaint. Where do I send it?

If you need to provide photos or videos, please use our email address myfeedback@firstchoice.co.uk – please ensure your booking reference is included in the email.

How do I make a complaint about my booking?

We’re sorry to hear you’ve got a complaint. Whether it’s a question about your trip or you need some help once you’ve returned, our First Choice team can help. The easiest and quickest way to resolve your issue is to contact us while you’re away using the First Choice app or calling us on +4420 38 303 111. This gives us an opportunity to sort things out so you can carry on enjoying your break.

If you’ve returned home already, please email us on myfeedback@firstchoice.co.uk and we will look to resolve your issue.

I’m getting an error message when entering my booking details to complete your online form. Why is this?

Please double check that you’re entering the right details, including the surname of the lead passenger (the person who made the booking). You’ll only be able to use our online forms for bookings made directly on the First Choice website or app.

Some of the pre-populated data when I’m completing an online form is wrong or out of date. How can I change it?

No worries – please provide your correct details in the Additional Information box and we’ll sort the rest.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

Call centre opening times

After Sales

If you have already booked a holiday and need to contact us, call:

Call centre opening times