Guide · Package holidays

That was not the holiday
in the brochure.

Book flights and hotel together and you bought more than a trip: you bought a legal guarantee that one company, the organiser, answers for all of it. The pool closed, the room was a building site, the transfer never came? That's their problem, in law.

1.One organiser answers for everything

The Package Travel and Linked Travel Arrangements Regulations 2018 · reg.15 · Responsibility for the performance of the package
"The organiser is liable to the traveller for the performance of the travel services included in the package travel contract, irrespective of whether those services are to be performed by the organiser or by other travel service providers."
In plain English: The organiser is responsible for every travel service in the package, whoever actually provides it. No blaming the hotel, the airline or the local agent.
§ Read the full text on legislation.gov.uk →

2.Failures earn price reductions and compensation

The Package Travel and Linked Travel Arrangements Regulations 2018 · reg.16 · Price reduction and compensation for damages
"The organiser must offer the traveller an appropriate price reduction for any period during which there is a lack of conformity, unless the organiser proves that the lack of conformity is attributable to the traveller. (3)The organiser must offer the traveller, without undue delay,"…
In plain English: If your package holiday doesn't match what you booked, the organiser must offer you a price reduction or compensation. This applies unless they can prove the problem was your fault, a third party's fault, or due to unavoidable circumstances.
§ Read the full text on legislation.gov.uk →

3.What to do

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This guide covers England and Wales; Scottish and Northern Irish rules can differ. This is guidance to help you understand your rights, not formal legal advice, and we're entirely independent: no affiliation with Citizens Advice, GOV.UK or any law firm. Every quotation above links to the official text so you can check us. Law verified current at July 2026.