Your package holiday went wrong — cancelled flights, poor accommodation, misleading descriptions. You have legal rights. Learn how to claim what you're owed, under UK and EU law.
Quick Answer
If your package holiday was ruined due to the holiday company's fault (flights cancelled, hotel overbooked, accommodation not as described), you're entitled to a refund under the Package Travel Regulations 2018 and compensation for the shortfall. For flights booked separately, EU Regulation 261/2004 applies. You have up to 6 years in England/Wales to claim.
Collect booking confirmations, invoices, emails from the company, photos of the accommodation, and written accounts of what went wrong. Gather witness statements from friends/family who were there.
2
Submit a Written Claim
Send a formal demand letter to the holiday company requesting a refund and compensation, citing the Package Travel Regulations 2018. Give them 14 days to respond. Reference the specific failures and your losses.
3
Escalate if Refused
If they refuse or ignore you, escalate to Alternative Dispute Resolution (ADR) or pursue a claim in the small claims court. Document all communication attempts. Court claims are often worth pursuing for larger amounts.
What the Law Says
Legislation
Package Travel Regulations 2018
Protects consumers who book package holidays. Requires organisers to provide refunds and compensation if they fail to deliver the holiday as promised or for significant failures.
Legislation
Consumer Rights Act 2015
Guarantees that holiday services must be provided with reasonable care and skill, and match what was promised. Breaches give you the right to refund, repair, or compensation.
Protection
ATOL Protection
Provides insolvency protection if your holiday company goes bust. Covers repatriation, refunds, and alternative arrangements. Check your booking confirmation for your ATOL number.
Regulation
EU Reg 261/2004 (UK)
Covers flight cancellations, delays, and overbooking. Provides compensation of £220–£520 per person depending on distance. Applies to flights departing UK and operated by EU airlines.
Common Situations Where You Can Claim
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Flight Cancelled or Delayed
Your outbound or return flight was cancelled or delayed by more than 3 hours. You're entitled to reimbursement of costs, alternative transport, and EU compensation (£220–£520).
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Accommodation Not Suitable
Hotel was overbooked, filthy, in the wrong location, or lacked promised amenities. Under the Package Travel Regulations 2018, you can claim a refund of the difference and compensation.
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Activities/Services Cancelled
Included activities, meals, or experiences were cancelled without replacement. You're owed a refund for the shortfall and can claim for disappointment and inconvenience.
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Holiday Misrepresented
Photos, descriptions, or reviews were misleading. The actual accommodation/location was materially different. You can claim for breach of contract and misrepresentation.
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Transfer or Transport Issues
Airport transfers were late, cancelled, or poor quality. Hotel transport was not provided as promised. This counts as a failure of the package and grounds for compensation.
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Health or Safety Issue
You became ill due to unhygienic conditions, lost baggage caused financial hardship, or you were unsafe. Companies have a duty of care. You can claim damages and compensation.
Frequently Asked Questions
How much compensation can I claim?+
It depends on the failure and cost. You can claim: (1) a refund of the price difference if the holiday was significantly worse than described, (2) the cost of repairs or alternative services you paid for out-of-pocket, and (3) compensation for distress, disappointment, and inconvenience. Courts typically award £50–£500+ depending on severity and how many days were affected.
Does the Package Travel Regulations 2018 cover holidays booked on comparison sites?+
Yes, if you booked a package (flight + hotel + transfers together). If you booked components separately (flight on one site, hotel on another), they're not covered by the Package Travel Regs. Each component is covered separately under Consumer Rights Act 2015.
Can I claim for a pre-booked holiday that was cancelled due to COVID?+
COVID cancellations were treated as force majeure (an unforeseeable event). Most UK courts have ruled that companies can refuse refunds in such cases and offer rebookings instead. However, if the company cancelled and offered only vouchers (not cash), this is now unlawful under new FCA guidance. If you weren't offered a refund, you can still pursue it.
What if I booked flights separately from accommodation?+
Each claim is separate. For the flight, you can claim under EU Regulation 261/2004 (if eligible) and Consumer Rights Act 2015. For the hotel, you claim under Consumer Rights Act 2015 for misrepresentation or breach of contract. Both can be claimed independently of each other.
How long do I have to claim?+
In England/Wales, you have 6 years from the date of the holiday to claim (3 years in Scotland). However, it's best to claim within 1–2 years while evidence is fresh and the company still has records. Send your claim letter as soon as possible.
Do I need a solicitor to claim?+
No. Most holiday claims are resolved with a written demand letter. Small claims court claims (up to £10,000) can be filed without a solicitor. Use FightingBack's Holiday tool to generate a professional claim letter. Only hire a solicitor for claims over £10,000 or if the company fights back aggressively.
Ready to Claim for Your Ruined Holiday?
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