Package Holiday Not as Described: Compensation

The organiser is responsible for the travel services in your package, even if other companies provide them (Package Travel and Linked Travel Arrangements Regulations 2018, regulation 15). You must tell the organiser about any problem without undue delay, and they must put it right within a reasonable time that you set, unless that is impossible or disproportionately costly. source

Tell the company or travel agent as soon as the problem happens. Citizens Advice warns that if you say nothing until you get home you might get less compensation or none at all. source

If the problem substantially affects the package and is not fixed, you can end the contract without a fee. The organiser must also offer an appropriate price reduction for the period of the problem and appropriate compensation for any damage it caused (regulation 16), unless you caused it. source

If something goes wrong you can claim for loss of value, out-of-pocket expenses (keep receipts), a large part of the services not being provided, and loss of enjoyment. Full refunds are rare and apply only if the holiday was completely ruined. source

No compensation is due if the holiday matched the booking and you simply did not enjoy it, if the problem was outside the company's control (for example bad weather), or if you have already been compensated. source

You likely have a package holiday if you booked 2 or more travel services (for example flights and a hotel) for the same trip from one organiser, and the trip lasts over 24 hours or includes an overnight stay. source

Linked arrangements (services from different companies, paid separately) and independent bookings give you fewer rights, and foreign-based companies may not be covered by UK law. Report problems quickly and keep receipts. source