Can I complain about a failed holiday trip?
Yes: the organiser is liable for non-conformities of a package trip. If you bought a package trip (e.g. a tour from a travel agency), the organiser is liable for its proper performance under the contract. For defects (e.g. a lower hotel standard, missing promised attractions, nuisances) you can file a complaint and claim a price reduction and compensation for the loss suffered, and for material non-conformities — also redress for a spoiled holiday. A useful guide for valuing the reduction is the so-called Frankfurt table. The organiser must also give assistance in difficulty. On cancellation of the trip or due to extraordinary circumstances, a refund of payments is due. The sector is secured by the Tourist Guarantee Fund against the organiser's insolvency.
📋 The rules
- The organiser is liable for the trip's proper performance
- For defects: a price reduction and compensation
- For material defects: also redress for a spoiled holiday
- The Frankfurt table — a guide to the price reduction
- Organiser's insolvency: protected by the Tourist Guarantee Fund
🔓 Exceptions
- Extraordinary circumstances: a right to cancel with a refund, no compensation
- The traveller's or a third party's fault: limits the organiser's liability
- Minor, immaterial non-conformities: may not justify a significant reduction
⚠️ Penalties & fines
If the organiser rejects the complaint unjustifiably or doesn't respond, you can pursue your rights in court, and also use the help of a consumer ombudsman or the European Consumer Centre (for trips abroad). For a complaint, evidence and deadlines matter — it's worth reporting defects on the spot during the trip (to the rep/organiser) to allow them to be remedied, and filing the complaint after returning. To complain about a trip effectively: document the non-conformities (photos, recordings, witnesses), report them during the stay, after returning file a complaint with the organiser with a concrete demand (reduction, compensation), cite the contract and programme, and on refusal take the case to court or a consumer-protection body.
📎 Official sources
- ISAP · Act on package travel and linked travel arrangements →
- UOKiK · Traveller rights →
- European Consumer Centre · Travel →
❓ Frequently asked
Can I complain about a badly organised trip?
Yes. The organiser is liable for the proper performance of a package trip. If the trip didn't conform to the contract — e.g. a lower hotel standard, missing promised attractions, nuisances — you can file a complaint and claim a price reduction and compensation, and for material defects also redress.
What is the Frankfurt table?
It's an informal but widely used list of percentage price reductions for various shortcomings in a package trip, e.g. a room, board or location defect. Courts and organisers often use it as a guide when setting the amount of a price reduction in travel complaints.
What do I do if defects appear on the spot?
Report them promptly to the rep or organiser during the stay, to give a chance to remedy them, and document the non-conformities — photos, recordings, witnesses. You file the complaint, with a demand for a price reduction or compensation, after returning. On-the-spot reporting strengthens your position.
Will I get a refund if the trip is cancelled?
Yes. On cancellation of the trip by the organiser, or withdrawal due to extraordinary, unavoidable circumstances at the destination, a refund of payments made is due. In such situations, though, as a rule no extra compensation beyond the trip price refund is due.
What if the travel agency goes bankrupt?
Travellers are protected by the Tourist Guarantee Fund and the organiser's security. On the agency's insolvency they ensure, among others, travellers' return home and a refund for an unperformed trip. You apply to activate the security under the procedure indicated by the regional governor.
🔎 Common searches
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