Mis-sold Holidays

Have you been mis-sold a Package Holiday?

Were you given mis-leading information about holiday?

If you have been given information about your package holiday that was inaccurate, and your holiday was not what you had paid for, you may be able to claim compensation from your UK tour operator.

In order to claim compensation your holiday must have been sold to you as a package holiday under the Package Travel, Package Holidays and Package Tours Regulations 1992.

Holiday Complaints - Contract disputes

How to work out if it was a package holiday…

Your package holiday must have been sold at an all inclusive price and be a pre-arranged combination of at least 2 of the following:

  • transport
  • accommodation
  • other tourist services accounting for a significant proportion of the package

How to know if you have a holiday contract claim?

  • Were you given information about your holiday destination, hotel or resort that was inaccurate/misleading?
  • Were you given the incorrect rating of your hotel?
  • Did your holiday brochure contain mis-leading information about your holiday accommodation, location, meals included in the package, general information of passport/visa requirements, price or travel arrangements?
  • Were the terms of your holiday contract not provided to you in writing or in good time before the date of departure?
  • If there were changes to your holiday contract, were you provided with alternative arrangements at an extra cost and not given the option to withdraw from the contract without payment of a fee?
  • Were a significant number of the services not provided under the contract?
  • Did you tour operator mis-inform you of the amenities and the surroundings of your hotel and resort?
  • Did the tour operator fail to give you all the information and would it have resulted in you not booking your holiday had you been aware of these before your booking?
  • Had you been informed of the changes to your holiday booking near to your departure date?
  • Were you not provided with all the correct booking documentation?
  • Did you suffer from any form of ill-health/injury because the swimming pool was unclean, the food was undercooked/stale/left out or the accommodation had a number of health and safety concerns?

If you are able to answer 'yes' to any of the above holiday complaint questions, then you need to make a complaint directly to your tour operator.

How to make a complaint

Evidence Needed

It is important that you keep hold of all documents in relation to your holiday as they can help you when making your potential claim. We have identified some key things below which you will need:

  • Your holiday brochure
  • Photographs of defects, conditions of the accommodation and the resort
  • Complaint forms
  • Receipts of expenses incurred
  • Holiday contract and booking documents, and
  • Emails and correspondences sent to and from the tour operator attempting to resolve the complaint

Once you have the above information you should write to your tour operator. Try out our template letter here.


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Nick Harris - Head of International Travel Law - Manchester

Nick Harris
Head of Holiday Travel Claims (Consumer)

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