Your package holiday rights
If your holiday is not as described you have the right to complain. Under the Package Travel and Linked Travel Arrangements Regulations 2018 you have the right to:
- get the holiday that was described to you and the agreed price
- be given details about the holiday that are factually correct and not misleading
- be provided with accommodation and resort that is clean and safe.
Not what you expected?
If your holiday is not as described to you, the holiday company must offer a suitable alternative. If it can't provide anything close to what you paid for, it should offer to fly you home.
Under UK common law, you can claim for:
- 'loss of value' (the difference in value between what you booked and what you got)
- out-of-pocket expenses
- loss of enjoyment, inconvenience, or disappointment
It's important to remember that you have a duty to give your holiday company a chance to put right any problems that occur.
Most companies will have a complaints policy in their terms and conditions, so make sure you read these and follow the appropriate steps.
Will my package holiday still be covered after Brexit?
Be aware this is an area of consumer rights that could be affected by Brexit. We will update this information once we know more about how we will depart from the EU.
If the withdrawal agreement is approved by the EU and UK, it's been agreed that consumer rights will remain unchanged until the terms of the future relationship between the UK and the EU are decided. This transitional period will last from the date the UK leaves the EU to 31 December 2020.
In a no-deal Brexit scenario, EU traders selling holiday packages or linked travel arrangements in or to the UK will be required to comply with the insolvency protection requirements under the Package Travel and Linked Travel Arrangements 2018 (PTR 2018) in the same way as all other traders. This means if the company you booked your package with goes bust, you’ll be protected.
But if a package travel organiser is not based in the UK, or does not direct its business to the UK, you should ask for clear information, including on the level of insolvency protection, before you commit to the purchase. You won't be protected by PTR 2018 but you may be covered by insolvency protections in the member state of the European Union.
Bear in mind that taking enforcement action against any seller based outside the UK after Brexit is likely to be more difficult than is currently the case.
Read our guide on how Brexit could impact consumer rights for more information.
You can also sign up for Brexit advice updates - Which? cuts through the noise to find the facts. Our practical and impartial consumer advice, rigorously researched and regularly delivered by email, can help you prepare for the UK leaving the EU.
For tips on complaining about an unsatisfactory package read our guide on how to claim if you're unhappy with your package holiday.
We can also help you write a customised letter to make a complaint.
Complain about a holiday
If you booked a holiday and it didn’t go how you planned, we can help you make a claim.Complain about a holiday