Package holiday problems · Updated October 2026

How to Complain About a Package Holiday (and Actually Get a Reply)

General information, not legal advice. This guide summarises UK rules as we understand them at the time of writing (October 2026). Your booking conditions and circumstances matter, so check official sources such as GOV.UK, the CAA/ATOL, ABTA, Citizens Advice and MoneyHelper, and get advice if you need it. Contains clearly marked affiliate links. Disclosure.

Long phone queues and chatbots are a common frustration. The good news is that a clear, written complaint with evidence is much harder to ignore, and there are escalation routes if it's ignored anyway.

Before you write: gather the basics

• Booking reference, travellers' names, dates, and the organiser named in your documents
• Screenshots of the original listing and booking confirmation
• Photos, videos, receipts, and in-resort reference numbers
• A timeline: what happened, when you reported it, and who you spoke to

The complaint structure that works

1. Subject line: "Formal complaint: booking [reference], [resort], [dates]".
2. What you booked: one or two lines, quoting the description.
3. What went wrong: factual bullet points with dates.
4. What you did: when and how you reported it in resort.
5. Impact: extra costs (with receipts) and loss of enjoyment.
6. What you want: a specific remedy, such as a refund of £X costs plus an appropriate price reduction.
7. Deadline: a reasonable period to reply, such as 14 or 28 days.

Stay calm and factual. Avoid exaggeration, because it weakens your case. Send it through the company's official complaints channel and keep proof.

If you don't get a reply, or a fair one

• Chase in writing after your deadline, and say you'll escalate.
• ABTA: if your company is a current member, use ABTA's free dispute resolution route. Arbitration covers claims of up to £5,000 per person, and the time limit is 18 months from return.
• Section 75: credit card payments where the cash price was over £100 and up to £30,000.
• Chargeback: debit cards. It isn't a legal right, and claims normally have to be made within 120 days.
• Letter before action, then the small claims court as a last resort.
• If your company has failed (gone out of business): check your ATOL Certificate and the CAA/ATOL website.

Related: hotel not as described · transfer didn't turn up

FAQs

What if my travel company isn't responding?

Keep everything in writing, follow up with dates, and say you'll escalate. If it's an ABTA member, ABTA's dispute resolution may help. If you paid by card, ask your card provider about Section 75 or chargeback. A formal letter before action is the step before the small claims court.