Yet too many people pour life savings into that "trip of a lifetime" using their hearts rather than their heads.

Figures from the Australian Bureau of Statistics reveal that holidays and recreation are among the top five average household weekly expenses.

Unfortunately the expectations of the holiday may not always measure up to the real thing.

When it doesn't, whose fault is it? The travel agent's, the tour operator's or ours?

"Ninety-nine per cent of the issues that customers have come from expectations," said Traveland's customer relations manager Paula Strong.

She warns people to make sure they make their expectations clear to the agent when booking.

If you expect limousines and crystal or want breakfast and free water sports activities included, say so, and don't assume they are.

She said a picture in a brochure encourages people to draw conclusions.

"When they get there they can be disappointed. People invest so much emotion into their holidays; if anything goes wrong it can quite often flavour the entire experience."

Of course, in many instances consumers have a legitimate reason to feel disgruntled.

Take the case of 35 Olympic visitors from Finland who booked into a three-star hotel in Sydney for two weeks. The hotel made a mistake and double-booked the rooms in the second week. Alternative accommodation was found for the guests at a cheaper price with breakfast included.

The NSW Department of Fair Trading is also fighting for compensation for a group of Middle Eastern visitors who found their hotel was not as close to the Homebush Bay Olympic site as the brochure had promised.

Avoiding pitfalls

There are steps to take to improve your chances of a "trouble-free" holiday.

Above all read the documentation given to you and ask questions.

It is important to understand all the "terms and conditions" of the agent as well as the carriers, hotels, tour operators and hire car providers.

"Schedule changes happen all the time," Ms Strong said. "Our documentation always advises you to reconfirm flights."

Packages which include car hire will only tell you which class of vehicle to expect, not type.

"There could be three or four makes and models in each category."

While your agent can make a note of your preference there's no guarantee you will get the car you asked for.

The onus is not entirely on the consumer to check the details. It is the agent's duty to provide the customer with complete and accurate details of the products and services and the conditions under which they are supplied, according to the guidelines set down by the Australian Federation of Travel Agents (AFTA).

These include making sure that the relevant service will be available on the date requested, the price of the service, visa requirements for the destinations to which the consumer will be travelling and whether there are changes to printed or advertised details.

For example, the recent fuel price rise and record low value of our dollar

Making a complaint

If you've followed all the guidelines but still aren't happy with any part of your holiday, what can you do?

"Try to solve the situation while you're on holiday," advised Traveland's customer relations manager Paula Strong.

In the case of a problem with the hotel component of a package, contact the manager. He or she may offer an alternative arrangement.

If the situation is still not resolved, contact the ground operator and tell them your concerns or contact your travel agent and get them to fight it out with the supplier to either refund your money or offer some other form of compensation.

"If you have an unresolved complaint on your return, see your agent immediately with an itemised account of your concerns."

Proof is also handy.

"Keep receipts. Take photos. It gives us much more leverage," Ms Strong said.

"If a fellow guest on the tour is having the same experience as you, get his or her name and address and get them to sign a statement."

If negotiations break down at this point it's time to consult the Department of Fair Trading in your State. It costs as little as $10 to file an official complaint with the Small Claims Tribunal (phone 133 220).

has forced many tour operators to add surcharges to brochure prices.

Importantly, the consumer should only choose to deal with "bona fide organisations within the accepted travel industry establishment" in other words licensed members of AFTA.

AFTA represents the majority of travel agents in Australia with 1,800 retail outlets and 400 allied industry organisations, hotels, wholesalers, tour operators over 2,200 members including online newcomers.

The internet presents a new potential minefield for travellers who choose to book online.

"We have a situation where we have no control over that," AFTA chief executive Mike Hatton said.

The majority of online agents in Australia is licensed and therefore protected by the Travel Compensation Fund.

"But the overseas ones aren't," Mr Hatton said.

"Once you've given them your credit card number the transaction has gone ahead."

AFTA recently asked the Australian Competition and Consumer Commission to investigate what controls could be put in place.

For now, Mr Hatton said, consumers can only read the terms and conditions of what is being purchased. If these are not presented, the consumer "should investigate further into what they are committing to".

Travel insurance is also highly recommended and not just for overseas travellers.

"People are so reluctant to take it when travelling domestically," Ms Strong said, "yet that's such a big market."

The general rule of thumb is that if you can't afford travel insurance, you can't afford to travel. It is a small outlay when you consider the overall costs and what can go wrong. However, not all policies are the same.

The Travel Insurance Council recommends that if you are travelling overseas, you choose a policy that will be widely recognised.

For the US, Japan and Europe in particular you need to check you have unlimited hospital cover to avoid any nasty surprises when the bill comes.

You need to be aware of the exclusions a number of policies won't cover lost or stolen luggage left unattended in a public place.

You may also be required to declare any pre-existing medical conditions for yourself, travelling companion and family members at home.

Credit card companies such as American Express and Visa automatically provide travel insurance for card members who purchase travel products with their charge cards. Check the conditions and level of cover before heading off.

Consumers are also responsible for having a passport with at least six months' validity and getting necessary visas and vaccinations.

What you should do when something goes wrong

• When tours are withdrawn or cancelled

  Disappointment is hard to compensate for but if you have booked and paid in full, you are entitled to a refund. An alternative tour at the time might be offered if you are not able to reschedule leave.

  In the case of refunds, it may be several weeks until the cheque arrives.

  "Many think we have the money," said Traveland's customer relations manager Paula Strong. "But we just take the money and pass it on [to the supplier]."

  Consumers may have to fork out more money for an alternative holiday until the refund reaches them.

• If the agent goes bust.

  Licensed travel agents are protected by the Travel Compensation Fund. A good travel agent will endeavour to keep you informed if the supplier or agent goes into liquidation.

• You turn up at the airport to find there's no booking

Call and get the agent to sort it out with the airline. Most airlines will put you on the next available flight.

• Denied boarding through overbooking

  There is an agreed industry rate for compensation in Australia. However, it does vary between countries. Volunteers are sought first, and this works most of the time. If nobody volunteers, passengers are reallocated at check-in. This is rare.

• Cancelled flight (mechanical problem, etc)

  Airlines such as Air New Zealand offer the following: transfer to other airlines if possible; a voucher for future travel, should the customer decide not to fly; or hotel accommodation, phone card, meals, transfers.

• If you cancel

  One of the most frequently asked questions relates to cancellation fees.

  "It's not a revenue-raising exercise," stressed Ms Strong. "The money contributes to the cost of making the bookings, and communication costs with suppliers."

  Cancellation fees vary among suppliers.

  In the case of cruises it may depend on how many days before sailing date you cancel. If it is far enough in advance, you may receive a full refund.

  It's a similar situation with tours. It depends at what point it's cancelled. The operator may charge you a fee or you may lose the lot.

  With flights it depends on the type of ticket. Full fare tickets are generally valid for one year. However, discount fares quite often cannot be changed without incurring a fee. In many cases you may lose the total ticket price.

Pre-travel check list

• Are your expectations realistic?
• Do you understand all the terms and conditions of the agent, carriers, hotels, tour operators, hire car providers, etc?
  
• Have you made a full disclosure to your agent of the nationality of the passport on which you are travelling and any criminal offences or circumstances that may affect your entry into another country?
  
• Have you confirmed that you can obtain travel insurance for any pre-existing medical condition before booking your travel?
  
• Have you checked the names, dates and times on your quote, itinerary or booking advice before entering into the agreement?
  
• Have you checked all documents are correct before accepting these? Have you disclosed to your agent any dietary requirements, medical conditions or devices that require special clearance with the carrier?