Introduction to Complaining About a Holiday
Introduction to Complaining About a Holiday
If your holiday didn’t go as planned, writing a formal complaint letter is an important first step in resolving the problem. A well-written letter helps you clearly explain what went wrong, how it affected your trip, and what you expect the company to do about it. Having your complaint in writing also creates a record of your concerns, which can be useful if you need to escalate your case or seek further advice.
Many common issues can lead to holiday complaints. These might include poor accommodation standards, such as dirty rooms or broken facilities, unexpected travel delays, cancelled flights, lost luggage, or excursions that didn’t match their descriptions. Sometimes, the holiday may not match what was promised in the brochure or online, or you may experience unhelpful customer service when things go wrong.
As a UK consumer, you have legal rights when you book a holiday. If you booked a package holiday, you are protected under the Package Travel and Linked Travel Arrangements Regulations 2018. This means the company organising your holiday is responsible for making sure all parts of your trip meet the agreed standards. If something goes wrong – such as a cancelled flight, substandard hotel, or missed transfer – you may be entitled to a refund, compensation, or other remedies. Even if you booked separate travel and accommodation, you may still have rights under the Consumer Rights Act 2015, which ensures services must be provided with reasonable care and skill.
Clear, polite communication is key to resolving disputes effectively. Setting out your concerns in a structured letter gives the company a chance to put things right and demonstrates that you are taking the complaint seriously. Be sure to include details of what happened, any evidence you have (such as photos or receipts), and what outcome you would like – whether that’s a refund, compensation, or another solution.
If you need further guidance or want to see more letter templates for holiday problems, you can explore our collection of more letter templates for holiday problems to help you address a wide range of issues.
How to Write a Letter to Complain About a Holiday
Writing a clear and effective complaint letter about your holiday can make a real difference in how your issue is resolved. Here’s a step-by-step guide to help you structure your letter, include the right details, and assert your rights as a UK consumer.
1. Structure Your Letter Clearly and Politely
Start your letter with a polite greeting and a brief introduction. Clearly state that you are making a formal complaint about your holiday. Aim to keep your tone calm and factual, even if you are upset about your experience.
Example opening:
Dear [Travel Company Name],
I am writing to formally complain about problems I experienced during my recent holiday booked with your company.
2. Include Essential Information
To help the company investigate your complaint efficiently, make sure you include:
Your full name and contact details
Booking reference number(s)
Dates and location of your holiday
Names of other travellers (if relevant)
This information helps the company identify your booking and respond more quickly.
3. Describe the Problems Experienced
Be specific about what went wrong. List each issue separately, providing dates, times, and locations where possible. Attach copies of any evidence, such as photographs, receipts, or correspondence.
Example:
The hotel room was not as described in the brochure. We were promised a sea view, but our room overlooked a car park. The air conditioning was also not working throughout our stay, despite repeated requests for repair.
4. State Your Rights Under UK Consumer Law
If you booked a package holiday, you are protected by the Package Travel and Linked Travel Arrangements Regulations 2018. This law means your holiday should match the description provided and be of reasonable standard. If it falls short, you have the right to request a remedy such as a refund, compensation, or alternative arrangements.
State your rights simply:
Under the Package Travel Regulations 2018, I am entitled to expect that the holiday matches what was advertised and is provided with reasonable care and skill.
5. Specify the Remedy You Want
Be clear about what you are asking for. Common remedies include:
A full or partial refund
Compensation for inconvenience or additional costs
An alternative arrangement (such as a replacement service)
If you are unsure how to phrase your request, you may find our template to ask for a refund or alternative when a package holiday is changed helpful.
Example:
I am requesting a partial refund to reflect the difference in quality and the inconvenience caused during my stay.
6. Keep Copies and Send Your Letter Securely
Always keep a copy of your complaint letter and any supporting documents. Send your letter by recorded delivery or use a trackable email service. This provides proof that your complaint was received, which can be important if you need to escalate the matter later.
By following these steps, you can give your complaint the best chance of being resolved quickly and fairly. If your situation involves changes to your holiday rather than problems experienced, you might prefer to use our template to ask for a refund or alternative when a package holiday is changed.
Template Example: Complaint Letter About a Holiday
Template Example: Complaint Letter About a Holiday
Writing an effective complaint letter is an important step if you’ve experienced problems with your holiday. A clear, well-structured letter will help you explain your concerns and set out what you expect as a resolution. Below is a template you can adapt for your own situation. This example uses polite but firm language and covers all the essential details.
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Holiday Company/Travel Agent Name]
[Company Address]
[Postcode]
Subject: Formal Complaint Regarding Holiday Booking Reference [Booking Reference Number]
Dear Sir or Madam,
I am writing to formally complain about the holiday I booked through your company, which took place from [start date] to [end date] at [destination/accommodation name]. My booking reference is [booking reference number].
Unfortunately, my holiday did not meet the standards promised in your brochure/website and fell short of the descriptions provided at the time of booking. I am particularly dissatisfied with the following issues:
[Briefly describe each problem, e.g.: “The hotel room was not as described – it was much smaller, and the promised sea view was blocked by construction work.”]
[List other issues, such as poor hygiene, lack of facilities, cancelled excursions, or transportation delays.]
[Include any steps you took to resolve the issue at the time, such as speaking to a representative or contacting customer service.]
These problems significantly affected my enjoyment of the holiday and caused inconvenience and disappointment. I have attached copies of relevant documents, including my booking confirmation, photographs, and any correspondence with your staff.
Under the Package Travel and Linked Travel Arrangements Regulations 2018, I am entitled to expect that the holiday matches the description provided and is carried out with reasonable skill and care. As these standards were not met, I am seeking [state what you want: a full/partial refund, compensation, or another remedy]. I believe this is a fair request given the circumstances.
Please let me know how you intend to resolve this matter. I would appreciate a written response within 14 days. If I do not receive a satisfactory reply, I may consider taking further action, such as contacting the relevant trade association or seeking advice from a consumer protection body.
Thank you for your attention to this matter. I look forward to your prompt response.
Yours faithfully,
[Your Name]
Practical Tips for Using This Template
Be clear and specific: List each problem separately and provide as much detail as possible, including dates, times, and names of staff you spoke to.
Include evidence: Attach photos, receipts, or any other documents that support your claim.
Keep copies: Always keep a copy of your letter and any responses you receive.
Be polite but firm: Clearly state what outcome you expect, and refer to your legal rights under the Package Travel and Linked Travel Arrangements Regulations 2018.
By following this template, you can ensure your complaint is taken seriously and increase your chances of receiving a satisfactory resolution.
Understanding Your Rights When Complaining About a Holiday
When you book a holiday, you have important consumer rights that protect you if things go wrong. Understanding these rights is the first step to making a strong complaint and getting the remedy you deserve.
Your Rights Under the Package Travel Regulations
If you booked a holiday as a package (for example, flights and accommodation sold together), you are protected by the Package Travel and Linked Travel Arrangements Regulations 2018. These UK laws require travel companies to deliver the holiday as described in their brochures, websites, or booking confirmations. If your accommodation, transport, or any included services fall short of what was promised, you may be entitled to a refund, compensation, or both.
What If Standards Aren’t Met?
Common problems include substandard hotels, cancelled excursions, or transport delays. If the reality of your holiday does not match what was advertised or agreed, the travel company must put things right. This could mean offering you an alternative, a partial refund, or compensation for inconvenience and extra costs.
For example, if your hotel room is not available or is significantly below the standard described, you have the right to complain and request a remedy. You can find more details about your rights on hotel cancellations and compensation, which can help you understand what to expect in these situations.
What Should Travel Companies Do?
Travel companies and holiday providers are expected to:
Respond to complaints promptly and fairly
Offer practical solutions, such as alternative accommodation or activities
Provide refunds or compensation where appropriate, especially if the problem is serious or cannot be fixed
If you paid for your holiday with a credit card and the company fails to resolve your complaint, you may also have rights under Section 75 of the Consumer Credit Act 1974, which can help you claim your money back from your card provider.
Escalating Your Complaint
If the holiday company does not respond to your complaint within a reasonable time (usually 28 days) or refuses to offer a fair solution, you can escalate your complaint. This might involve:
Contacting an alternative dispute resolution (ADR) scheme, if the company is a member
Taking your case to the small claims court, if necessary
Keep copies of all correspondence, receipts, and evidence (such as photographs) to support your case.
By knowing your rights and the steps to take, you can make a strong complaint and increase your chances of getting the outcome you deserve.
Additional Support and Related Topics
When dealing with holiday problems, it’s helpful to know what extra support is available and how to protect yourself from similar issues in the future. Here are some key points to consider:
The Role of Travel Insurance
Travel insurance can be a vital safety net if your holiday doesn’t go as planned. It often covers situations like cancellations, delays, lost luggage, or medical emergencies. If you experience problems during your trip, your insurance policy may help you recover costs or receive compensation – sometimes even when your complaint to the holiday provider is unsuccessful. Always check your policy documents for details on what’s covered and how to make a claim. To find out more about choosing the right policy and making the most of your cover, learn about travel insurance.
Avoiding Online Ticket Scams
Booking holidays online can be convenient, but it also comes with risks. Scams involving fake tickets or fraudulent booking sites are increasingly common. To protect yourself, always use reputable websites, check for secure payment options, and be wary of deals that seem too good to be true. For practical tips to keep your money and personal information safe, read our guide on how to spot and avoid online ticket scams.
Dealing with Accidents or Illness When Travelling Independently
If you become ill or have an accident while travelling independently – without a package holiday provider – it can be more challenging to resolve issues or claim compensation. In these situations, your rights may depend on local laws, your travel insurance, and any agreements with service providers. It’s important to keep records of what happened and seek medical help if needed. For more detailed advice on what to do and how this relates to complaints or insurance claims, see our information on dealing with accidents and illness when travelling independently.
Explore More Letter Templates
Every holiday problem is different, and you may need a letter tailored to your specific situation – whether it’s a flight delay, poor accommodation, or problems with excursions. To help you take the right approach, we provide a range of other letter templates for holiday problems. These templates offer clear wording and practical tips for various complaints, making it easier to assert your rights and seek a fair outcome.
By understanding your options and making use of available resources, you can handle holiday issues more confidently and reduce the risk of similar problems in the future.
