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Payments & travel · France
Checked 2026-09-30

🏖️ My package holiday went wrong: what can I claim in France?

Short answer

For a package holiday the organiser is responsible for every part of it: flights, hotel, transfers. If something is not as booked, you can ask for a price reduction and compensation; if the organiser cancels, it refunds everything within 14 days.

⏱ DeadlineTell the organiser without undue delay, ideally on the spot. After a cancellation: refund within 14 days.

📜 Your rights

EUThe EU rule

EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.

  • The organiser is responsible for performing all the travel services in the package, whoever provides them (Art. 13(1) Directive (EU) 2015/2302).
  • You tell the organiser without undue delay about any lack of conformity you notice during the trip (Art. 13(2)).
  • You are entitled to a price reduction for any period in which the services were not as agreed, and to compensation for damage, unless the organiser proves the problem is attributable to you, to an unconnected third party, or to unavoidable and extraordinary circumstances (Art. 14(1)–(3)).
  • You may cancel before the start without a fee if unavoidable and extraordinary circumstances at or near the destination significantly affect the trip (Art. 12(2)).
  • If the organiser cancels, or you cancel, the organiser refunds the payments due within 14 days (Art. 12(4)).
  • If the organiser raises the price by more than 8 %, you may cancel without a fee (Art. 11(2)).
Official source: publications.europa.eu · Checked 2026-09-30

The rules in France

The seller of a package is fully liable for all services in the contract. For any period of non-conformity you are entitled to an appropriate price reduction and to damages, unless the problem is your fault.

  • You can cancel before departure against appropriate and justifiable fees, or free of charge if exceptional and unavoidable circumstances at or near the destination significantly affect the trip. (legifrance.gouv.fr)
  • For a price increase above 8 % or a change to an essential element, you may cancel. If the contract ends and you refuse an alternative, all payments are refunded within 14 days at the latest. (legifrance.gouv.fr)
  • Claims for damages under this article must be brought within two years. (legifrance.gouv.fr)
Law: articles L211-14, L211-16, L211-17 et R211-9 du code du tourisme
Official source: legifrance.gouv.fr · Checked 2026-09-30

🪜 Step by step

  1. Report problems on the spotTo the organiser’s rep or its contact number, in writing if possible. Photos, receipts, names.
  2. Keep every costExtra taxis, meals, another hotel: keep the receipts for the compensation claim.
  3. Write after you are backUse the letter below: what went wrong, when you reported it, what you claim.
  4. Trip cancelled?The letter demands the full refund within 14 days of the cancellation.
  5. EscalateThe travel dispute body or the bodies under “If the trader does not answer”.

✉️ Your letter

Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
What happened required
Your full name
Optional, but a letter by post needs it.
Language of the letter

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

La Médiation Tourisme et Voyage (MTV)Free mediation with member travel businesses after a written complaint left unanswered or refused for 60 days.🔗 mtv.travel
Médiateur de la consommation (Trouver un médiateur de la consommation)Free mediation with a trader after a written complaint; apply within one year of that complaint.🔗 service-public.gouv.fr

Trader in another EU country? The European Consumer Centre helps for free.

Centre Européen des Consommateurs FranceFree help with disputes with a trader in another EU country, Iceland or Norway.🔗 europe-consommateurs.eu
Tribunal judiciaire – litige d'un montant inférieur ou égal à 5 000 eurosClaims up to €5,000 by simple requête, no lawyer needed; conciliation or mediation must be tried first.🔗 justice.fr

European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu

The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.

📇 Every office for this in France →

❓ Frequently asked questions

The organiser says the hotel is responsible. Is that right?

No. For a package the organiser is responsible for all services in it.

Can the organiser give me a voucher instead of a refund?

Only if you agree. The refund is due within 14 days.

I booked a flight and a hotel separately. Is that a package?

Not necessarily; then each provider is liable for its own service. For a flight, see flight compensation.

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “package holiday complaint France”
  • “holiday not as described compensation”
  • “tour operator cancelled refund 14 days”
  • “hotel different from booking claim”
  • “travel complaint letter”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related

💳Unauthorised payment→💶Refund not received→📦Order not delivered→↩️Return an online order→📇Every office for this in France→

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