Package holiday — Citizens Advice consumer helpline

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. Citizens Advice consumer helpline (0808 223 1133) advises; UK European Consumer Centre (ukecc.net) for an organiser in another EU country; ATOL (CAA) / ABTA (0330 103 6350) is the guarantee scheme that pays if the organiser is insolvent.

Call firstCitizens Advice consumer helpline

Report toUK European Consumer Centre

If that failsATOL (CAA) / ABTA

🗣️ 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: Citizens Advice consumer helpline, UK European Consumer Centre, ADRConsumer body, ECC for cross-border, and the travel ADR scheme if the organiser is a member.
Organiser insolvent: ATOL (CAA) / ABTAThe guarantee fund refunds prepayments and repatriates; check the organiser was registered — it must be.

📇 All contacts

Citizens Advice consumer helplineConsumer rights, complaint letters, referral to Trading StandardsWhen the shop refuses📞 0808 223 1133 🔗 www.citizensadvice.org.uk/consumer

UK European Consumer CentreHelp with sellers in the EU, Norway and IcelandSeller is in another European country🔗 www.ukecc.net

ATOL (CAA) / ABTARefunds and repatriation when a package organiser failsInsolvent organiser📞 0330 103 6350 🔗 www.caa.co.uk/atol-protection

Small claims — money claim onlineClaims up to £10,000 without a solicitor (£5,000 Scotland)When advice did not help🔗 www.gov.uk/make-court-claim-for-money

❓ 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 the UK”
“tour operator insolvent refund”
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“holiday not as described claim”
“travel guarantee fund the UK”

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🏖️ My package holiday went wrong or the organiser collapsed — what am I entitled to?