Refund for a cancelled or ruined package holiday (EU)

If you booked a 'package' (at least two different types of travel service, such as flights plus hotel, combined for one trip), the EU Package Travel Directive gives you strong protection. The organiser, not the individual airline or hotel, is responsible for the whole package. If the organiser cancels, makes a significant change you reject, or fails to deliver a major part of the holiday, you are entitled to a refund and possibly compensation. Crucially, your money is also protected if the organiser goes bust. This is generally a strong claim because liability sits clearly with the organiser.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

Skip the writing, get your claim in 15 seconds.

We'll draft a firm, ready-to-send demand tailored to your situation. Free.

Build my claim →

Your rights

Directive (EU) 2015/2302 on package travel and linked travel arrangements gives travellers the right to a full refund of all payments within 14 days where the organiser cancels the package, or where the traveller terminates after the organiser proposes a significant change to the main characteristics of the travel services or an above-threshold price increase. Travellers may also terminate the contract before departure without paying a termination fee in the event of unavoidable and extraordinary circumstances at or near the destination significantly affecting the package, receiving a full refund (but not additional compensation). The organiser is liable for the performance of all included services and must provide assistance to travellers in difficulty. The Directive also mandates insolvency protection: refunds (and repatriation if carriage is included and you are already travelling) are guaranteed if the organiser becomes insolvent. The Directive is transposed into each Member State's national law.

Step by step

1Confirm it is a package: at least two different types of travel service combined for the same trip, sold for an inclusive price or advertised/sold as a package or under a single contract.
2Identify what went wrong (cancellation, significant change you did not accept, or major services not provided) and collect your booking confirmation, contract terms, payment receipts and any communications.
3Write to the ORGANISER (not the airline or hotel) citing your country's transposition of EU Directive 2015/2302, requesting a full refund of all payments within 14 days and, where applicable, a price reduction or compensation for lack of conformity.
4If the organiser refuses or has become insolvent, claim through the mandatory insolvency-protection scheme (bonding/insurance/guarantee) covering that organiser, and escalate to your national consumer authority, an ADR body, or ECC-Net if the organiser is in another EU/EEA country.

What they'll say, and your comeback

“It was the airline's/hotel's fault, so claim from them.”

Comeback, Under the Package Travel Directive the organiser is liable for the performance of ALL travel services in the package, regardless of which sub-supplier failed. You claim from the organiser.

“We can only offer a credit note or voucher.”

Comeback, Where the Directive entitles you to a refund (e.g. organiser cancellation), it must be a refund of all payments within 14 days. A voucher can only be accepted voluntarily; you can insist on your money back.

“We have changed the hotel/flight times but the holiday still goes ahead, so no refund.”

Comeback, If the organiser is constrained to significantly alter a main characteristic of the services, you have the right to reject the change and terminate for a full refund. Minor changes do not qualify, but a major downgrade or significant schedule change can.

FAQ

What if I just booked a flight and a hotel separately myself?

Services you book yourself from different providers are usually not a 'package' and may not be covered, though some combinations bought through linked booking processes count as 'linked travel arrangements' with lighter (mainly insolvency) protection. Full Directive protection applies mainly where services are combined and sold as a package for your trip.

What happens if the tour operator goes bankrupt?

The Directive requires every organiser to hold insolvency protection. If they go bust, you claim a refund through their bonding, insurance or guarantee scheme, and if carriage is included in the package and you are already abroad it must cover your repatriation.

Ready to get your money back?

Reclaim it now, free →

More money you might be owed

A self-serve tool, not a law firm. General information, not legal advice.