Package holiday — Υπηρεσία Προστασίας Καταναλωτή · Cyprus

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. Υπηρεσία Προστασίας Καταναλωτή — 1429 (1429) advises; Ευρωπαϊκό Κέντρο Καταναλωτή Κύπρου (ecccyprus.gov.cy) for an organiser in another EU country; Εναλλακτική Επίλυση Διαφορών — ΥΠΚ (consumer.gov.cy) is the guarantee scheme that pays if the organiser is insolvent.

Call firstΥπηρεσία Προστασίας Καταναλωτή — 1429

Report toΕυρωπαϊκό Κέντρο Καταναλωτή Κύπρου

If that failsΕναλλακτική Επίλυση Διαφορών — ΥΠΚ

🗣️ 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: Υπηρεσία Προστασίας Καταναλωτή — 1429, Ευρωπαϊκό Κέντρο Καταναλωτή Κύπρου, ADRConsumer body, ECC for cross-border, and the travel ADR scheme if the organiser is a member.
Organiser insolvent: Εναλλακτική Επίλυση Διαφορών — ΥΠΚThe guarantee fund refunds prepayments and repatriates; check the organiser was registered — it must be.

📇 All contacts

Υπηρεσία Προστασίας Καταναλωτή — 1429Complaint, advice, intervention with the traderWhen the shop refuses📞 1429 🔗 www.consumer.gov.cy

Ευρωπαϊκό Κέντρο Καταναλωτή ΚύπρουFree help with sellers in other EU countriesSeller in another EU country🔗 www.ecccyprus.gov.cy

Εναλλακτική Επίλυση Διαφορών — ΥΠΚApproved out-of-court resolution bodiesAfter a written complaint without a solution🔗 www.consumer.gov.cy

Νομική Αρωγή (Δικαστήριο) / Παγκύπριος Δικηγορικός ΣύλλογοςFree lawyer for low incomesWhen you cannot afford a lawyer🔗 www.cyprusbarassociation.org

❓ 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

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“package holiday complaint compensation Cyprus”
“tour operator insolvent refund”
“package travel rights price reduction”
“holiday not as described claim”
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🏖️ My package holiday went wrong or the organiser collapsed — what am I entitled to?