My package holiday went wrong: what can I claim in Czechia?
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.
📜 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)).
The rules in Czechia
The organiser is liable for all services in the package, whoever provides them. For a defect you get a price reduction and compensation, including for a spoiled holiday. Before departure you can always cancel, paying a reasonable fee, or free in unavoidable and extraordinary circumstances at the destination.
- A price increase must reach you in text form at least 20 days before departure, or it has no effect. If the increase is more than 8%, you can withdraw without a cancellation fee. (e-sbirka.gov.cz)
- After a cancellation, the organiser must refund your payments without undue delay, at the latest within 14 days (minus any cancellation fee where the law allows one). (e-sbirka.gov.cz)
- Report a defect to the organiser without undue delay, also possible via the travel agent, and set a reasonable period to fix it. If it is not fixed and the defect is substantial, you can withdraw without a fee. (e-sbirka.gov.cz)
🪜 Step by step
- Report problems on the spotTo the organiser’s rep or its contact number, in writing if possible. Photos, receipts, names.
- Keep every costExtra taxis, meals, another hotel: keep the receipts for the compensation claim.
- Write after you are backUse the letter below: what went wrong, when you reported it, what you claim.
- Trip cancelled?The letter demands the full refund within 14 days of the cancellation.
- EscalateThe travel dispute body or the bodies under “If the trader does not answer”.
✉️ Your letter
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.
🧭 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).
Trader in another EU country? The European Consumer Centre helps for free.
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.
❓ 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
- e-sbirka.gov.cz →
- e-sbirka.gov.cz →
- e-sbirka.gov.cz →
- e-sbirka.gov.cz →
- publications.europa.eu →
- coi.gov.cz →
- evropskyspotrebitel.cz →
🔎 What people search
- “package holiday complaint Czechia”
- “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.
⚠️ Readers report that something here may have changed — we are checking it.
✅ Thank you — this keeps the page up to date for everyone.