Free package holiday refund & compensation letter template
Send this letter to a tour operator when a package holiday was cancelled, significantly changed, or fell far short of what was sold. It claims a refund, a price reduction and compensation for loss of enjoyment.
Who this letter is for
Claim a refund or price reduction for a cancelled or ruined package holiday. It is written in the formal register companies, landlords and card issuers expect, and it records the facts, the remedy sought and the deadline in a way that supports any later escalation to an ombudsman or the courts.
How to use this template
- 1Gather the booking confirmation, brochure or listing, and dated photographs.
- 2Decide whether the holiday was cancelled, changed significantly, or defective.
- 3Download the template and itemise refund, price reduction and expenses.
- 4Send it to the operator's customer relations address and keep proof of delivery.
- 5After 14 days, escalate to ABTA or the relevant ADR scheme.
What to include before you send it
- Say clearly whether the holiday was cancelled, changed significantly, or defective on arrival.
- Itemise: refund of the package price, out-of-pocket costs, and loss of enjoyment.
- Photographs taken at the resort are the strongest evidence — attach them.
The rights you are relying on
Package Travel and Linked Travel Arrangements Regulations 2018 (UK), which require refunds within 14 days of cancellation, plus the Consumer Rights Act 2015.
The letter template
[Your name] [Your address] [Email address] · [Phone number] Booking reference: [REF] [Date] Customer Relations [Tour operator] [Address] Re: Package holiday claim — booking [REF], travel dates [DATES] Dear Sir or Madam, I booked a package holiday with you on [DATE] for [NUMBER] travellers to [DESTINATION] from [DATE] to [DATE], at a total price of [AMOUNT]. [Describe what went wrong, for example: you cancelled the holiday on [DATE]; the accommodation was changed to [HOTEL], which was of a materially lower standard; the [pool / restaurant / air conditioning] advertised was unavailable throughout; building work made the resort unusable.] The package you supplied did not conform to the contract. I therefore claim: 1. A refund of [AMOUNT] for the [cancelled holiday / unsupplied elements], payable within 14 days. 2. A price reduction of [AMOUNT] reflecting the difference between what was sold and what was provided. 3. Compensation of [AMOUNT] for out-of-pocket expenses (receipts enclosed) and for loss of enjoyment. Total claimed: [TOTAL]. Please respond in writing within 14 days. If you do not, I will refer the complaint to [ABTA / the relevant ADR scheme] and pursue the sum through the small claims process, with interest and costs. Yours faithfully, [Your name] Enclosures: booking confirmation, photographs, receipts, correspondence.
Frequently asked questions
- How quickly must a tour operator refund a cancelled package?
- Within 14 days of the cancellation under the Package Travel and Linked Travel Arrangements Regulations 2018.
- Can I claim for loss of enjoyment?
- Yes. Where the package did not conform to the contract you can claim a price reduction and compensation, which can include distress and loss of enjoyment.
Turn this example into your own formal letter
The £0.59 option creates one formal letter using your names, dates, sums and evidence. The £3.99 Case File also includes an email, evidence checklist, action plan and follow-up notice.
Or read more about our personalised holiday claim letter.
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