Travel · free template

Travel Complaint

Take a post-trip complaint properly: booking reference, what went wrong and when, costs incurred, evidence, what the traveller wants and any insurance claim.

A ready-to-use travel & tourism form for small teams who need a reliable intake process: 29 questions, 2 pages, 5 conditional rules.

Questions: 29
Pages: 2
Layouts: classic · card
Time to complete: ≈ 8 min
Conditional rules: 5

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Live preview and test console

This is the real form. Answer it to test the flow — nothing is sent or stored.

Page 1 of 2 — Your booking

This template runs as a straight sequence — no branching rules.

Compliance checklist

Ready to publish

Payment items priced — passingEvery payment question charges a real amount, so a submission always records a payment.
Conditional logic resolves — passingEvery rule points at a question or page that exists in this template.
Financial disclaimer present — passingThis form does not provide financial, tax or legal advice. Any figures shown are indicative only and are not an offer of credit or a guarantee of terms. Please seek advice from a regulated adviser before making a decision.
Question labels unique — passingLogic and exports address questions by label, so duplicates are ambiguous.

What happens after submit: nothing is stored in this preview. On your own copy, every response triggers an instant email notification and lands in your response dashboard, ready to export or forward.

Happy with it? Take a copy into your workspace — every question, rule and setting comes with it.

Who this template is for

Travel Complaint is built for small teams who need a reliable intake process who need to collect the same complete information from everyone.

Small teams who need a reliable intake process working in travel & tourism.
Teams who need to collect the same complete information from everyone without writing code or paying for a custom build.
Anyone replacing chasing missing details over email with one structured record per enquiry.
Respondents are the people you send it to — the form asks them 29 questions across 2 screens.
Mobile-heavy audiences, thanks to the one-question-per-screen card layout.

Why this form is useful

It removes the cost of chasing missing details over email and turns each submission into a record your team can act on immediately.

21 questions are required, so submissions arrive complete instead of needing a follow-up email.
It collects a verified email address so replies and confirmations land.
It captures a phone number for urgent follow-up.
It accepts a document or photo upload as evidence.
It records a signature you can keep as proof of agreement.
It pins the request to a specific date.
It allows multiple selections without free text.
It captures a numeric value you can filter and sort on.

How to use this template

From copy to live form is a few minutes of work, and every step is reversible.

1Press “Use this template” — a fresh copy of Travel Complaint lands in your workspace, ready to edit.
2Rename or delete any question, and change what is required. Nothing here is fixed.
3Open Notifications and add the email addresses that should be alerted on each submission; add an auto-reply to the respondent if the form collects an email address.
4Check the upload limits on the file question so respondents can attach what you actually need.
5Publish it, then either share the link directly or paste the embed snippet into your site — the embedded form resizes to fit and loads no marketing or advertising trackers.
6Watch responses land in Submissions, where you can filter, label and export them to CSV or PDF.

Logic and conditions blueprint

Exactly how this form behaves as it is answered — 5 conditional rules ship with it.

Features conditional validation: if “Did you report it at the time?” is Yes, “Who you reported it to and what they said” becomes mandatory before the form can be sent.
Features conditional validation: if “Did you incur extra costs?” is Yes, “Costs incurred, itemised” becomes mandatory before the form can be sent.
Features conditional validation: if “What resolution are you looking for?” is A refund, “Amount you are asking for” becomes mandatory before the form can be sent.
Features conditional validation: if “Have you made an insurance claim?” is Yes, “Insurer and claim reference” becomes mandatory before the form can be sent.
Features conditional validation: if “Were other travellers affected?” is Yes, “Who else was affected” becomes mandatory before the form can be sent.
All 5 rules are editable in the Logic tab, and the built-in checker warns about rules that contradict each other.

About this template

A travel complaint that arrives as a long email is hard to resolve fairly: the dates are unclear, the costs are mixed with the inconvenience, and nobody knows what the traveller actually wants. This form separates those things. The first page ties the complaint to a booking reference, the trip dates, the destination and who travelled, so the file can be pulled before anyone replies. The second page is the account: what went wrong, which part of the trip it affected — flights, accommodation, transfers, an excursion, a guide, the booking itself — the dates and times, whether it was reported at the time and to whom, and what response was received on the spot. That last question matters, because a problem raised at the hotel desk and ignored is a different case from one first mentioned a month later. Costs are recorded as figures with receipts uploaded, kept separate from the description of the disruption. Then the form asks directly what resolution the traveller is looking for: a refund of a specific amount, a partial credit, a repeat service, or simply an explanation and an apology — an option that resolves more complaints than most companies expect. It closes by asking whether an insurance claim has been made, since parallel claims need coordinating, and confirms how the traveller wants to be contacted.

What this form asks

Every question is editable — rename it, make it optional, or delete it entirely.

Page 1 — Your booking

Booking referencerequired
Lead traveller namerequired
Email addressrequired
Contact number
Destinationrequired
Trip start daterequired
Trip end daterequired
Number of travellers on the bookingrequired
Were other travellers affected?required
Who else was affected
Have you contacted us about this already?required

Page 2 — What happened, and what you want

What the complaint concernsrequired
What went wrongrequired
Date the problem startedrequired
How long did it continue?required
Did you report it at the time?required
Who you reported it to and what they said
Did you incur extra costs?required
Costs incurred, itemised
Total additional cost
Photos, receipts and any correspondence
What resolution are you looking for?required
Amount you are asking for
Have you made an insurance claim?required
Insurer and claim reference
How would you like us to reply?required
Do you confirm the account above is accurate?required
Signaturerequired
Date submittedrequired

29 questions in total.

Example of a completed travel complaint form

This shows how a traveller sets out what went wrong on a trip and what resolution they are asking for.

Booking reference: BK-77410
Lead traveller name: Harriet Voss
Destination: Malaga, Spain
What the complaint concerns: Accommodation not matching the description
What went wrong: The booked sea-view room was substituted for a room facing a car park, with no notice.
Date the problem started: 22 July 2025
Did you incur extra costs?: Yes
Total additional cost: 85
What resolution are you looking for?: A partial refund reflecting the difference in room type

Sample data — no real people, addresses or records are shown.

How the form changes as it's filled in

This template ships with 5 conditional rules, grouped into 5 behaviours driven by 5 questions. Everything below is already set up — edit or delete any rule once the template is in your workspace.

Driven by “Did you report it at the time?”

Makes answers required
If “Did you report it at the time?” is Yes, “Who you reported it to and what they said” becomes required before the form can be submitted.

Driven by “Did you incur extra costs?”

Makes answers required
If “Did you incur extra costs?” is Yes, “Costs incurred, itemised” becomes required before the form can be submitted.

Driven by “What resolution are you looking for?”

Makes answers required
If “What resolution are you looking for?” is A refund, “Amount you are asking for” becomes required before the form can be submitted.

Driven by “Have you made an insurance claim?”

Makes answers required
If “Have you made an insurance claim?” is Yes, “Insurer and claim reference” becomes required before the form can be submitted.

Driven by “Were other travellers affected?”

Makes answers required
If “Were other travellers affected?” is Yes, “Who else was affected” becomes required before the form can be submitted.

Set it up step by step

1
Ask what resolution is wanted
A surprising number of complaints are settled by an explanation, and you only learn that by asking.
2
Separate costs from the story
Itemised figures with receipts can be assessed; the same amounts buried in a paragraph cannot.
3
Ask whether it was reported in resort
It changes both what could have been fixed at the time and how the case is assessed.
4
Flag parallel insurance claims
Coordinating with an insurer avoids paying twice or leaving the traveller between two processes.

Mistakes to avoid

Replying to a complaint without pulling the booking file, so the response misses what was actually sold.
Treating every complaint as a refund request, when many travellers wanted an explanation.
Losing the submission date, which makes your own response timescales impossible to evidence.

What it pairs with

Most teams don't run this form on its own. These are the forms and systems it sits next to.

What to do with the responses

Acknowledge with the date received, pull the booking and supplier records, assess the itemised costs, and send a written outcome with the reasoning.

Works in both layouts

Browse classic templates Browse card templates

Forms that overlap this one

These pages cover the same subject ground as the travel complaint, matched on the words people actually search for.

Privacy & compliance

This form takes money. Card details are handled by the payment provider and never stored in your response data — you keep the order details, not the card number.

Frequently asked questions

Does it decide compensation?

No. It collects a complete, dated account and the traveller's requested outcome so the case can be assessed consistently.

How is it different from a general feedback form?

Feedback is optional and unstructured. A complaint needs a booking reference, dates, costs and a requested resolution.

What if an insurer is already involved?

The form asks, and you should coordinate so the traveller is not paid twice or passed back and forth.

Can it be used during a trip?

It is designed for after the trip. In-resort problems are better raised with your representative so they can still be fixed.

Is the Travel Complaint template free to use?

Yes. You can preview and test Travel Complaint on this page without an account, and take a copy into your own HelloForms workspace on the free plan. There is nothing to install and no card required to publish it.

What does the Travel Complaint template ask for?

It asks 29 questions across 2 pages, 21 of which are required. Every question is listed in full further down this page, and each one can be renamed, reordered, made optional or deleted after you copy the template.

Can I edit the Travel Complaint form after copying it?

Yes — the copy is entirely yours. Change wording, add or remove questions, switch between the classic and card layouts, restyle it to match your brand, and set who gets notified on each submission.

How does the conditional logic in this travel & tourism form work?

5 conditional rules ship with the template: Features conditional validation: if “Did you report it at the time?” is Yes, “Who you reported it to and what they said” becomes mandatory before the form can be sent. Features conditional validation: if “Did you incur extra costs?” is Yes, “Costs incurred, itemised” becomes mandatory before the form can be sent. Features conditional validation: if “What resolution are you looking for?” is A refund, “Amount you are asking for” becomes mandatory before the form can be sent. All rules are editable in the Logic tab.

Where do responses to the Travel Complaint form go?

Submissions land in your workspace under Submissions, where you can search, filter, label and export them to CSV or PDF. You can also email a notification to your team on every submission and send the respondent an auto-reply.

Can I embed the Travel Complaint form on my own website?

Yes. Publish the form and paste the embed snippet into any page or share the direct link. The embedded form resizes to fit its container and loads no advertising or marketing trackers inside the iframe.

Can respondents upload files?

Yes. This template includes a file upload question, so respondents can attach documents or photos with their answers. You can adjust the accepted file types and size limits on that question.

Is the signature on this form legally usable?

The template captures a drawn signature and stores it with the submission, along with the timestamp, so you keep evidence of who agreed and when. Whether that is sufficient depends on your jurisdiction and the agreement itself.

More forms teams pair with the travel complaint.

Related categories

All Travel & Tourism templates

Travel Complaint

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