Use this guide if a package holiday you booked (for example flights and hotel sold together) did not match what you paid for. Have your booking confirmation, any ATOL certificate, photos and notes from the trip ready.
Step by step
Check it was a package
Look at your confirmation to see whether transport and accommodation (or another major travel service) were sold together at one price or through one booking. If so, the Package Travel Regulations 2018 usually make the organiser responsible for everything in the package, even parts run by other companies. If you booked each part separately, you will usually need to complain to each supplier instead.
Report the problem during the trip
Tell the rep, the organiser's helpline or the hotel as soon as you notice a problem and ask them to put it right. Write down who you spoke to, when and what they said, and keep any written replies. Complaining at the time gives the organiser a chance to fix it and makes your later claim much stronger.
Collect evidence
Take dated photos or short videos of the problem, such as a dirty room, building works or a missing facility. Keep receipts for any extra costs you had to pay, such as meals or transport. Compare what you got with the brochure, website listing or booking description, and save screenshots of what was promised.
Work out what you are asking for
List each problem, how long it lasted and what it cost you or how it affected the holiday. Decide whether you want a partial refund, repayment of extra costs, compensation for disappointment, or a mix. Be realistic: a problem that spoiled two days of a fortnight will not usually justify a full refund.
Send a written complaint
Write to the organiser soon after you get home, using its complaints process. Give your booking reference, a short timeline, what went wrong, what you reported at the time and what you want. Attach copies of your evidence (keep the originals) and set a reasonable deadline for a reply, such as 14–28 days.
Escalate if needed
If the organiser is a member of ABTA or another trade body, you can usually use its complaints or dispute resolution scheme after the company's final response. Citizens Advice can explain your options, and if you paid by card you may be able to ask your card provider for help. A small claim through the courts is the last resort.
Ready-to-use checklist
- Booking confirmation and reference
- ATOL certificate if flights were included
- Notes of complaints made on holiday
- Dated photos or videos
- Receipts for extra costs
- Screenshots of what was advertised
- Written complaint with a clear request
- Deadline for a reply noted in your diary
Practical tips
- Fill in any complaint form the rep offers while you are still on holiday and ask for a copy.
- Stick to facts and dates in your letter; a calm, organised complaint is taken more seriously.
- If you fell ill or were injured, get advice before accepting any quick offer, as these claims can be more complex.
Common problems
The hotel says it is not their problem and to contact the tour operator.
For a package, that is usually right: the organiser is responsible for the whole package. Contact the organiser's helpline straight away, explain the problem and ask them to fix it or move you.
The travel company has stopped trading before refunding you.
If your package included flights and you have an ATOL certificate, you may be protected; follow the claim process published by the Civil Aviation Authority. Other packages should have some other form of insolvency protection, so check your paperwork and ask Citizens Advice.
The company offered a small voucher and says that is final.
You do not have to accept a voucher if you think it is unfair. Ask for a final response letter in writing, then use the trade body's dispute scheme if the company is a member, or get advice about a small claim.
This guide gives general information, not personal legal, financial or medical advice. Rules and prices change, so check the current position with the official service before acting.
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