Package holiday — VKI · Austria

Direct answer

A package (flight + hotel booked together, or a tour) comes with the strongest travel rights in the EU: the organiser is liable for every part, must fix problems on the spot, owes a price reduction and compensation for what it cannot fix, and must be insolvency-protected — if it collapses, the guarantee fund refunds you and brings you home. Complain to the organiser during the trip in writing, then claim after. VKI — Verein für Konsumenteninformation (vki.at) advises; Europäisches Verbraucherzentrum Österreich (01 588 77 81) for an organiser in another EU country; Verbraucherschlichtung Austria (01 890 63 11) is the guarantee scheme that pays if the organiser is insolvent.

Call firstVKI — Verein für Konsumenteninformation

Report toEuropäisches Verbraucherzentrum Österreich

If that failsVerbraucherschlichtung Austria

🗣️ What to say

"Booking [number], [dates, destination]. [The hotel / transfer / excursion] was [not provided / not as described: what]. I reported this on [date] to [rep / hotline] and it was not resolved. I claim a price reduction of [%] and compensation for [costs / lost days], receipts attached."

🪜 Step by step

Complain on the spotTo the rep or the 24-hour line, in writing (email/app). Give them a chance to fix it; keep the reply.
DocumentPhotos, the brochure description, receipts of anything you paid to fix it yourself.
Claim within the deadlineUsually within a month of return, to the organiser, itemised.
Refusal: VKI — Verein für Konsumenteninformation, Europäisches Verbraucherzentrum Österreich, ADRConsumer body, ECC for cross-border, and the travel ADR scheme if the organiser is a member.
Organiser insolvent: Verbraucherschlichtung AustriaThe guarantee fund refunds prepayments and repatriates; check the organiser was registered — it must be.

📇 All contacts

VKI — Verein für KonsumenteninformationAdvice, template letters, collective actionsWhen the seller refuses🔗 vki.at

Europäisches Verbraucherzentrum ÖsterreichFree help with sellers in other EU countriesSeller in another EU country📞 01 588 77 81 🔗 europakonsument.at

Verbraucherschlichtung AustriaOut-of-court dispute resolution, freeAfter a failed complaint to the seller📞 01 890 63 11 🔗 www.verbraucherschlichtung.at

Bezirksgericht — Amtstag / VerfahrenshilfeFree legal information on court open days, legal aidWhen you cannot afford a lawyer🔗 www.justiz.gv.at/service/verfahrenshilfe

❓ Frequently asked

Can I cancel before departure?

Yes, with a fee — unless "unavoidable and extraordinary circumstances" at the destination (natural disaster, serious unrest), in which case a full refund is due.

The organiser changed the hotel

A significant change lets you accept a replacement or cancel with a full refund, plus compensation in some cases. A minor change does not.

The flight was delayed — package or EU 261?

Both: EU 261 compensation from the airline, and the organiser owes a remedy for the lost part of the holiday. They cannot be claimed twice for the same loss.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

“package holiday complaint compensation Austria”
“tour operator insolvent refund”
“package travel rights price reduction”
“holiday not as described claim”
“travel guarantee fund Austria”

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🏖️ My package holiday went wrong or the organiser collapsed — what am I entitled to?