My package holiday went wrong: what can I claim in Austria?
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 Austria
The organiser is responsible for all travel services in the package, even if others provide them. Report any problem without delay during the trip. You are entitled to a price reduction for every period affected and to compensation, including for lost holiday enjoyment if the problem was significant.
- You can cancel before departure at any time for a fee, or free of charge if unavoidable and extraordinary circumstances at or near the destination significantly affect the trip (§ 10 Abs. 1–2 PRG). (ris.bka.gv.at)
- After a cancellation the organiser must refund what you paid without delay, at the latest within 14 days (§ 10 Abs. 4 PRG). (ris.bka.gv.at)
- A price increase is only allowed if the contract provides for it and you are told at least 20 days before departure; above 8 % you may withdraw free of charge (§§ 8, 9 PRG). (ris.bka.gv.at)
🪜 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
- ris.bka.gv.at →
- publications.europa.eu →
- verbraucherschlichtung.at →
- europakonsument.at →
- oesterreich.gv.at →
🔎 What people search
- “package holiday complaint Austria”
- “holiday not as described compensation”
- “tour operator cancelled refund 14 days”
- “hotel different from booking claim”
- “travel complaint letter”
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