Understanding Your Rights When a Package Holiday Is Changed
When you book a package holiday in the UK, you’re protected by specific laws that ensure you get what you paid for – or suitable alternatives if things change. Understanding your rights can help you take the right steps if your holiday provider alters your booking.
What Is a Package Holiday?
A package holiday is a combination of at least two different travel services – such as flights, accommodation, or car hire – booked together for a single price. This means if you book a hotel and flights together, either through a travel agent or online, it’s likely considered a package holiday under UK law. The legal definition is set out in the Package Travel and Linked Travel Arrangements Regulations 2018, which outline your protections when things don’t go as planned.
Your Rights If Your Package Holiday Is Changed
Holiday providers sometimes have to make changes to bookings due to unforeseen circumstances. However, the law is clear about your rights if this happens. If the changes are significant – for example, if your destination, accommodation, or dates are altered – you have the right to:
Accept the changes,
Choose an alternative holiday of similar or better quality (at no extra cost), or
Cancel your holiday and receive a full refund.
These rights are protected under the Package Travel and Linked Travel Arrangements Regulations 2018, which require providers to inform you as soon as possible and offer clear options.
For more detail on what counts as a significant change and what compensation you might be entitled to, see your rights on cancellations and compensation.
When Can You Ask for a Refund or an Alternative?
You can request a refund or an alternative holiday if the change to your package holiday is “significant.” Examples of significant changes include:
Major changes to your transport (such as different departure airports or times),
Downgrading your accommodation,
Changes to the main destination,
Altered holiday dates that no longer fit your plans.
If the provider only makes minor changes – like small timing adjustments – you may not be entitled to a refund, but it’s still worth checking your booking terms.
If a significant change affects your ability to take leave from work, you may also want to review understanding your holiday entitlement to see how this could impact your plans.
Key Legal Protections
Your consumer rights are backed by the Consumer Rights Act 2015, which ensures that services provided must match what was agreed. If your holiday isn’t delivered as promised, you may be entitled to a refund or compensation.
The Package Travel and Linked Travel Arrangements Regulations 2018 set out the responsibilities of holiday providers to:
Notify you promptly of any significant changes,
Offer a suitable alternative or a full refund,
Provide compensation if the changes cause you inconvenience or loss.
Knowing your rights means you can approach your holiday provider with confidence and request the outcome you’re entitled to. If you need help putting your request in writing, our template letter can help you clearly state your case and refer to the relevant laws.
For further guidance on your legal protections and practical steps to take, explore the linked resources throughout this page.
When and How to Ask for a Refund or Alternative Holiday
When and How to Ask for a Refund or Alternative Holiday
If your package holiday is changed significantly by the provider, you have important rights under UK consumer law. Knowing when and how to request a refund or an alternative holiday can help you resolve the situation quickly and fairly.
When Are You Entitled to a Refund or Alternative?
Under the Package Travel and Linked Travel Arrangements Regulations 2018, you are entitled to a refund or a suitable alternative if your holiday provider makes a “significant change” to your booking. Examples of significant changes include:
A change in your destination or main accommodation
Changing your departure or return times by a substantial amount
Downgrading the standard of your accommodation
Adding extra stops or layovers to your journey
If the changes are minor, such as a small change in flight time, you may not have the right to a refund, but you can still discuss your concerns with your provider.
If your holiday change is due to COVID-19, you may have additional rights. For more information, see COVID-19 travel refund rights.
Deciding Between an Alternative Holiday or a Refund
When your provider notifies you of a significant change, they must offer you the choice between:
Accepting the change
Accepting an alternative holiday of similar or higher quality (at no extra cost)
Accepting a lower-quality alternative (with an appropriate price reduction)
Cancelling and receiving a full refund
Consider your personal circumstances and preferences. If the alternative offered meets your needs, it may be more convenient to accept it. However, if the changes make the holiday unsuitable, you are entitled to your money back.
Time Limits and Deadlines
Act quickly if you want to request a refund or alternative. Your holiday provider should inform you of the changes as soon as possible, and you should respond within any deadlines they set (often within 7 days). If you do not respond in time, the provider may assume you accept the changes.
If you are struggling to get a response or your provider is not cooperating, you may also want to explore how to claim on your travel insurance if your policy covers these situations.
Keeping Records and Evidence
To strengthen your case, keep detailed records of:
All correspondence with your holiday provider (emails, letters, call logs)
The original booking details and any revised itineraries
Receipts and payment confirmations
If you need to escalate your complaint or make a claim, having clear evidence will help you achieve a fair outcome. Always communicate in writing where possible, and keep copies of everything you send or receive.
By understanding your rights and following these steps, you can make sure you get the outcome you deserve if your package holiday is changed.
How to Write a Letter to Ask for a Refund or Alternative Holiday
When your package holiday is changed, you have the right under the Package Travel and Linked Travel Arrangements Regulations 2018 to ask for a refund or accept an alternative. Writing a clear, polite letter to your holiday provider can help you resolve the issue quickly and effectively. Here’s how to make sure your letter includes all the important details and gives you the best chance of a positive outcome.
What to Include in Your Letter
To make your request clear and easy for the holiday company to process, your letter should include:
Your personal details: Include your full name, address, and contact information so the provider can identify you.
Booking reference: Clearly state your booking reference number or any other relevant details to help them locate your reservation.
Details of the change: Briefly explain what has changed with your holiday (for example, a different hotel, altered dates, or cancelled excursions). Be specific about when you were notified and how the change affects your plans.
Your request: Clearly state whether you are asking for a full refund or would like to discuss an alternative holiday. If you have a preferred alternative, mention it.
Tips for Clear and Polite Communication
Be concise and factual: Stick to the facts and avoid emotional language.
Stay polite: Even if you are frustrated, being courteous increases the chances of a positive response.
Refer to your rights: You may wish to mention that you are aware of your rights under the Package Travel and Linked Travel Arrangements Regulations 2018, which entitle you to a refund or suitable alternative if significant changes are made to your holiday.
Set a reasonable deadline: Politely request a response within a specific time frame, such as 14 days.
Sample Letter Template
Below is a template you can adapt for your situation:
Subject: Request for Refund/Alternative Holiday – [Booking Reference]
Dear [Holiday Provider Name],
I am writing regarding my package holiday booking (reference: [Booking Reference]) scheduled for [original dates].
On [date you were notified], I was informed of the following changes to my holiday: [briefly describe the changes]. These changes significantly affect my plans and are not acceptable to me.
Under the Package Travel and Linked Travel Arrangements Regulations 2018, I understand I am entitled to a full refund or a suitable alternative holiday. I would like to request [state your preference: a full refund OR details of an alternative holiday].
Please confirm how you will resolve this matter. I would appreciate a response within 14 days.
Yours sincerely,
[Your Name]
[Your Address]
[Your Contact Details]
If you need more examples or want to see how to address different holiday issues, you can find other letter templates for holiday problems to help you communicate effectively.
Sending Your Letter and Keeping Records
Send your letter by email or recorded post so you have proof it was sent and received.
Keep copies of all correspondence, including your original letter and any replies from the holiday provider.
Note dates of all communications, in case you need to refer to them later or escalate your complaint.
Taking these steps helps protect your rights and provides a clear record if you need further assistance. If you don’t receive a satisfactory response, you may wish to seek further advice or consider raising the issue with a dispute resolution scheme.
What to Do If Your Request Is Refused or Not Responded To
If your holiday provider refuses your request for a refund or an alternative, or simply does not respond, you still have options to pursue your rights under UK consumer law. Here’s what you can do next to resolve the issue:
1. Double-Check Your Rights
Under the Package Travel and Linked Travel Arrangements Regulations 2018, if your package holiday is significantly changed or cancelled by the provider, you are usually entitled to a full refund or an acceptable alternative. Make sure you have clearly stated your request in writing and kept copies of all correspondence.
2. Follow Up and Escalate Your Complaint
If you haven’t received a satisfactory response within a reasonable time (usually 14 days), send a follow-up letter or email. Clearly state that you are escalating your complaint and outline the steps you expect the provider to take next.
If you want to make a formal complaint about your holiday experience – perhaps about poor service or misrepresentation as well as the refund issue – you may find our letter to complain about a holiday helpful.
3. Use the Provider’s Complaints Procedure
Most reputable holiday companies have a formal complaints process. Check their website or your booking paperwork for details. Follow their process, making sure to keep records of all your communications and any responses you receive.
4. Escalate to an Independent Body
If your complaint is still unresolved, you can take further action by involving independent consumer protection bodies. In many cases, you can refer your dispute to an Alternative Dispute Resolution (ADR) scheme, which offers a way to resolve disagreements without going to court. The Alternative Dispute Resolution (ADR) page from the UK Civil Aviation Authority (CAA) explains how ADR works for travel-related complaints, including which schemes might apply to your holiday provider.
The Civil Aviation Authority (CAA) also provides guidance on how they can assist passengers with unresolved travel disputes, especially where flights or air travel are involved.
5. Take Further Action
If ADR is not available or you are still dissatisfied after this process, you may need to escalate your complaint further. You can find more detailed guidance on how to escalate your holiday complaint, including how to approach ombudsman services or relevant trade associations.
6. Seek Legal Advice or Make a Formal Complaint
As a last resort, you can consider taking legal action. This might involve making a claim through the small claims court for the amount owed, or seeking advice from a solicitor or a consumer advice service. Legal proceedings should only be considered after you have tried all other resolution methods, as they can be time-consuming and may involve costs.
By following these steps, you can ensure you are making full use of your rights and available remedies. Remember to keep all documentation, as it will help support your case if you need to escalate the matter further.
Additional Resources and Related Topics
If your package holiday has been changed and you’re considering requesting a refund or an alternative, it’s important to understand all your rights and available options. Below, you’ll find helpful resources and related topics to guide you through the process, including advice on compensation, travel insurance, and what to do if your holiday plans affect your work leave.
Understanding Your Rights and Compensation
When a significant change is made to your package holiday, UK law – specifically the Package Travel and Linked Travel Arrangements Regulations 2018 – gives you the right to a refund or a suitable alternative. If you’re unsure about the compensation you may be entitled to, or how cancellation rules work, visit our detailed guide on travel cancellations and compensation. This resource explains what counts as a “significant change,” how to calculate compensation, and what steps to take if you’re not satisfied with the alternative offered.
Making a Claim on Your Travel Insurance
If your holiday disruption leads to additional costs or losses, your travel insurance might cover you. Find practical steps and tips for making a claim on your travel insurance, including what documents to gather and how to increase your chances of a successful claim.
COVID-19 Related Refunds
Travel plans have been especially affected by the COVID-19 pandemic. If your holiday was changed or cancelled due to COVID-19 restrictions, there are specific rules and guidance. Learn more about your rights and refund options in our section on COVID-19 travel refunds.
Holiday Entitlement and Paid Leave
If changes to your holiday affect your ability to take time off work, it’s important to know your rights regarding annual leave. For a clear explanation of UK laws on paid leave and what happens if your holiday is cancelled, see our holiday entitlement information.
More Letter Templates and Complaints Guidance
If you need to address other holiday-related problems – such as poor accommodation, missed flights, or issues not covered by this template – explore our other holiday problem letter templates for ready-made letters to help you communicate effectively with your provider.
Should you wish to make a more general complaint about your holiday experience, our letter to complain about a holiday can help you raise concerns clearly and assert your rights.
If your complaint isn’t resolved by your holiday company, you may need to escalate the issue. Our consumer service complaints procedure explains the steps to take, including contacting alternative dispute resolution services or relevant ombudsmen.
By exploring these resources, you’ll be better equipped to handle changes to your package holiday and protect your consumer rights. Whether you need advice on refunds, compensation, or how to make an effective complaint, these guides offer practical support every step of the way.
