Families preparing for a summer break are being urged not to give up on their money if their holiday plans collapse at the last minute. Whether a flight is cancelled or a trip is called off, protections exist—but what you can claim depends on how you booked. The key difference is between package holidays and trips where flights and accommodation are booked separately, as different rules apply.
Citizens Advice has outlined what travellers can do when things go wrong, including when a refund is owed, when compensation may be available, and what help airlines must provide if you are left stranded. The consumer body also says acting quickly and keeping evidence can make a big difference if you later need to challenge a decision or push back against a low offer.
Package holiday cancellations and refunds
If a package holiday provider cancels your trip, you should usually be offered a full refund. In most cases, that refund should be paid within 14 days of the cancellation.
Some travellers may also have a right to compensation, although this typically won’t apply when the cancellation is due to “unavoidable and extraordinary circumstances”—for example, certain natural disasters.
If the airline cancels your flight
When a flight is cancelled, passengers can generally choose between taking an alternative flight or getting a full refund. If you are already part-way through your journey and decide not to continue, you may also be entitled to a flight back to your original departure airport.
If you end up waiting around for a replacement service, the airline may have to provide support including food and drink, the ability to make communications, overnight accommodation if needed, and transport between the airport and the hotel. Citizens Advice says passengers should keep receipts for reasonable expenses if the airline fails to provide the necessary assistance.
Cancelled flights and compensation—up to £520
A cancellation can also lead to compensation in some situations. If your flight is cancelled less than 14 days before you were due to travel, you could be entitled to a payout if the airline was responsible and the replacement arrangements mean you arrive significantly later.
How much you can claim depends on the route length and how late you get in:
- Under 1,500km: up to £220
- 1,500km–3,500km: up to £350
- Over 3,500km: up to £520
However, compensation isn’t guaranteed. Airlines normally don’t have to pay if the cancellation was caused by circumstances outside their control, such as severe weather or security risks. Separate to cancellations, passengers whose flights arrive more than three hours late can also potentially claim compensation where the airline was responsible for the delay.
If your holiday isn’t what you paid for
Package holidaymakers can have extra protections if the trip doesn’t match what was promised. For instance, you might be able to seek compensation if you are moved to much lower-standard accommodation or a key part of the holiday is not provided.
But a refund is not usually something you can insist on simply because the holiday didn’t live up to expectations. Citizens Advice says a full refund is generally only appropriate if the holiday was completely ruined—something it says is unlikely in most cases.
Complain straight away—not after you get home
Citizens Advice’s message is to raise issues as soon as they happen. If the hotel is unsuitable, a listed facility isn’t available, or there’s another serious problem, report it to the holiday company or its rep while you’re still away.
It also advises people to gather evidence, including photos, and to keep emails, messages and receipts. When putting in a claim, set out clearly what went wrong and include proof of any extra costs you’ve had to pay.
If a company refuses your claim or offers less than you think you’re owed, there may be other ways to challenge that decision. More information is available from Citizens Advice.
