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Holidays & travel complaint letters (pack)

Holidays are costly, and it can be very frustrating when things go wrong. This pack of documents provides templates for seeking redress for the most common issues that holidaymakers feel warrant compensation, including lost luggage, bad rooms, and delayed travel.
See the individual information associated with each document in this pack for a full description of their use.

Holidays & travel complaint letters (pack)

Compatible region(s): Northern Ireland England Wales

Holidays are costly, and it can be very frustrating when things go wrong. This pack of documents provides templates for seeking redress for the most common issues that holidaymakers feel warrant compensation, including lost luggage, bad rooms, and delayed travel.
See the individual information associated with each document in this pack for a full description of their use.

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Compensation claim about a hotel stay (Guidance Notes)

Use this letter to complain to a hotel (or any other kind of guest accommodation) if any aspect of your stay:

  • wasn't provided with reasonable care and skill; or
  • didn't match the information you were given about it when you booked.

Depending on your circumstances, you may be able to use this letter to ask for any of the following:

  • A full or partial refund
  • Out-of-pocket expenses
  • Compensation for any loss of enjoyment you suffered from your trip.

Don't use this letter if:

  • your stay was part of a package trip; or
  • the hotel is outside of the UK.

If you booked a package trip with a provider operating in the UK, then you can use our Compensation claim about a package holiday instead (no matter where the hotel is).

Compensation claim about a package holiday (Guidance Notes)

Use this letter to complain about problems with a package leisure trip or holiday. If some of the services you were promised weren't provided at all or provided in an unsatisfactory way, you may be able to ask for any of the following:

  • A full or partial refund
  • Out-of-pocket expenses
  • Compensation for any loss of enjoyment you suffered from your trip.

Don't use this letter if:

  • the trip was for business;
  • you're complaining about a flight that was part of your package (use our Compensation claim about a delayed, cancelled or overbooked flight instead); or
  • your trip doesn't come under the legal definition of a package (if you aren't sure, we've included guidance notes to help you work this out).
Compensation claim about a train journey (Guidance Notes)

Use this letter to complain about poor service on any kind of train journey, e.g. normal day-to-day journeys, sleeper services or special leisure or 'experience' journeys.

Use it to claim a full or partial refund from the train company if any aspect of your journey:

  • wasn't provided with reasonable care and skill; or
  • didn't match the information you were given about it beforehand.

This could be any kind of problem. For example: overcrowding, broken toilets or aircon, or seat reservations not honoured.

You can also claim back any out-of-pocket expenses you incurred.

Don't use this letter if:

  • your train journey was entirely outside of the UK (e.g. you can still use it if travelling between London and Paris);
  • your train journey was part of a package holiday/trip (use our Compensation claim about a package holiday instead); or
  • you were on a standard train journey (i.e. not a special excursion) and the only problem was a delay. In this case, the train company is likely to have its own procedure (e.g. delay repay) and you should follow that.
Complaint about lost luggage (Guidance Notes)
If you lost your luggage during a flight, you can use this letter to complain and seek compensation from either an airline or a tour operator. You must wait at least 21 days after completing a Property Irregularity Report (PIR) before sending this letter. If you send your letter before this time, your luggage will be considered as 'delayed' and not lost. Note that a PIR itself can't be used to claim compensation. This document is suitable for use in the United Kingdom.
Complaint to travel agent/agency about unrealised holiday expectations (Guidance Notes)
You can use this letter if you specifically requested certain facilities or amenities for your holiday, but they weren't available when you got there. This was despite the fact that the travel agent confirmed that they would be available. The facilities and amenities can also include additional services arranged by that travel agent. You can complain either to the individual travel agent directly or to the travel agency business and seek compensation for breach of contract and loss of enjoyment. This document is suitable for consumers (not businesses) in the UK.

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