HOLIDAY REFUND & DISPUTE SUPPORT

Was your holiday ruined by cancellations, delays, poor service, or false promises?

If your package holiday, hotel stay, or travel experience didn’t go as promised, you could be entitled to financial compensation under EU and UK consumer laws. Quaerens’ free tools help you organise booking details, evidence and complaint documents. You review and submit the complaint yourself.

What Can You Seek a Refund or Redress For?

• ✓ Cancelled or Severely Delayed Package Holidays: You may be eligible for a full refund and additional redress under Directive (EU) 2015/2302, especially if the disruption caused significant inconvenience or extra costs.
• ✓ Holiday Not as Described (Misrepresentation): If the accommodation or experience did not match what was advertised — for example, closed facilities, ongoing construction, or misleading star ratings — you may qualify for a partial refund or other form of resolution.
• ✓ Illness or Injury During a Package Holiday: If poor hygiene, unsafe conditions, or contaminated food led to illness or injury, you may be entitled to reimbursement of medical costs and recognition of the disruption to your enjoyment.
• ✓ Flight Delays, Cancellations or Overbooking: You could be entitled to €250–€600 per person under EU Regulation EC 261/2004 if your flight was delayed over 3 hours, cancelled without notice, or denied boarding due to overbooking.
• ✓ Travel Company Insolvency: If your tour operator or airline became insolvent before or during your trip, you may be able to recover costs or arrange repatriation through financial protection schemes like ATOL (UK), SGR (Netherlands), or similar national guarantee programs.

Legal Protections for Holidaymakers

• EU Package Travel Directive (EU 2015/2302) – This EU-wide law protects travellers who book package holidays by requiring full refunds for cancellations, clear information before booking, and assistance if problems arise during the trip.
• UK Package Travel Regulations (2018) – Based on the EU directive, these rules apply in the UK and guarantee protections like refund rights, cancellation policies, and legal recourse if your package holiday goes wrong.
• EU Flight Compensation Regulation (EC 261/2004) – Provides fixed compensation (up to €600) for flight delays, cancellations, and denied boarding, as long as the flight departs from or arrives in the EU with an EU carrier.
• Consumer Rights Directive (2011/83/EU) – Do not assume that booking online gives you 14 days to cancel. Exceptions include passenger transport and accommodation, car hire, catering and leisure services booked for specific dates. Package holidays have separate cancellation rules; check the booking terms and applicable protections. Read the official cooling-off exceptions.

How Quaerens Helps

• Organise your booking information – Record what was booked, what happened and the receipts, terms and messages that support your complaint.
• Prepare your correspondence – Create complaint documents to review and send to the relevant provider yourself.
• Keep the complaint history clear – Include the provider’s replies and identify evidence gaps before considering a further complaint route.
• Separate costs from possible remedies – Record documented expenditure without assuming that every amount is recoverable. No outcome is guaranteed.

Start Resolving Your Holiday Issue Today

If your holiday didn’t go as promised, don’t let it go unchallenged. Use the free calculator or Complaint Pack to organise the facts before contacting your provider.