Getting compensation for holiday problems How to complain
Step-by-step guides to help you get the result you want.
If your holiday is changed before you leave
A holiday company might want to change any part of your holiday, such as the hotel, the dates or the resort.
Step one
You are entitled to:
- get a refund without having to pay a cancellation fee
- accept an inferior quality holiday and get a refund for the difference in price, or
- accept an equivalent or better holiday, without having to pay extra.
You may also be entitled to compensation, depending on the circumstances.
Contact the holiday company and ask them what alternatives they are offering. If you think a partial refund or alternative arrangement is not good enough, try to negotiate for something better.
Step two
Decide whether to accept an alternative holiday or accommodation, or whether you want a full refund. Write to the company, confirming your decision.
Step three
If you want a full refund, but the holiday company refuses, write to the company, telling it that it is in breach of the Package Travel Regulations, and giving it a final chance to refund your money before taking further action.
Step four
If the company still refuses to refund your money, you can take your case to arbitration, such as the Abta scheme, or to the small claims court. See our guide to taking a dispute to the small claims court for more about this.
If there is a problem with your holiday accommodation or resort
Step one
Raise your problem as soon as possible with the holiday company’s representative. Explain the problem and give them the opportunity to move you or put things right. Get a complaint form from the representative, fill it in, get the rep to sign it and keep a copy.
Take photographs or make notes of the problems in case you need evidence later. Get names and addresses of other holidaymakers who can support you and act as independent witnesses.
Step two
If problems are not resolved satisfactorily while you are on holiday, contact your holiday company when you get home. Give details of the problem. Say that the accommodation was not as described to you and that the company has breached the Package Travel Regulations, and its contract with you. Ask for compensation to cover your loss of enjoyment. (see sample letters on the next page).
Step three
If you are not happy with its response send a ‘final letter before action’ stating that if things aren't resolved you will take the matter to an independent arbitration scheme (such as the Abta scheme), or the small claims court. See our guide to taking a dispute to the small claims court for more about this.
Step four
If things aren't resolved, take your case to the small claims court or to arbitration.