Five Reasons You're Entitled to Compensation if Your Package Holiday is Spoiled
Consumer experts have explained your compensation rights if your package holiday doesn't live up to your expectations. The advice comes after a survey showed around three million people had a problem with a package holiday in the past 12 months.
Citizens Advice is now urging people to know their compensation rights. The charity’s Consumer Service says around 14 complaints a day are made about package holidays including issues like unexpected hotel changes, denied refunds and poor customer service.
Of the 3,500 package holiday complaints made in the past year, 42% involved all-inclusive packages abroad. The largest portion, 33%, of complaints related to substandard services, where the quality of the holiday fell short of what was agreed - like hotels being misdescribed, bad food or unavailable facilities. ChronicleLive has previously reported how a North East mum's £6,300 trip to Lanzarote was 'ruined'.
Jane Parsons, consumer expert at Citizens Advice, said: 'Too often, people are left stressed and disappointed when their dream holidays are spoiled because they’re not getting what they paid for. To make matters worse, they’re having to spend a lot of time and effort trying to resolve issues, sometimes with no luck.'
'A record of any issues that occur and evidence should be kept - like clear details of what went wrong and when, photos and receipts. If something goes wrong with your holiday you might be able to get compensation from the company you booked with. You should tell them about any issues as soon as possible - if you don’t say anything until you get home you might get less compensation, or none at all.'
When you’re entitled to compensation for a holiday
Jane says you’re entitled to compensation for a holiday if:
- It was lower in value than the one you booked - For example you paid for a deluxe room, but got a standard room. This is called ‘loss of value’ and you can claim back the difference in value if it wasn't rectified at the time.
- You spent extra money due to a problem - For example the beach wasn’t across the road from your hotel as advertised, and you had to get a bus. These are ‘out-of-pocket expenses’ and you’ll need receipts. Claims must be reasonable - you’d be expected to take a bus, not a taxi, if the beach was only a few miles away.
- A large part of the services you booked weren’t provided - For example your holiday included a two-day excursion that was cancelled and the company's local representative didn’t organise another one.
- Something goes wrong that causes you distress or disappointment - For example if the pool was closed the whole trip. This is called ‘loss of enjoyment’ and there’s no guidance on how much you can claim - the amount should reflect the portion of the holiday affected.
- The holiday was completely ruined - This is rare, but you could ask for the full cost of the holiday back.
When you can’t get compensation
According to Citizens Advice, you can’t get compensation if:
- you simply didn’t enjoy the holiday, even though it matched what you booked
- the problem was out of the holiday company’s control - like bad weather
- you’ve already been compensated, for example if the hotel compensated you while you were staying there
If your flight is cancelled
Your package holiday organiser should arrange an alternative flight or give you a refund if the flight you were booked on is delayed or cancelled. Check the information you received when you made the booking to see what you’re supposed to get. If you don’t get the service you’ve been promised, you may be entitled to compensation for breach of contract.
