In this guide, the words 'must' or 'must not' are used where businesses are legally required to do (or not do) something. The word 'should' is used where there is established legal guidance or best practice that is likely to help businesses avoid breaking the law.
This guidance is for England, Scotland and Wales
The Package Travel and Linked Travel Arrangements Regulations 2018 (PTRs) set out a legal framework that reflects how consumers choose to book their holidays and make their travel arrangements.
You also have rights and remedies under the Consumer Rights Act 2015 (CRA), and rights to redress under the Consumer Protection from Unfair Trading Regulations 2008 (CPRs).
EXPLANATION OF KEY TERMS
You may not focus on the 'small print' when booking a holiday, but it is important to understand the law so that you know what a travel company is legally obliged to do, what your rights and remedies are, and what you can do if things go wrong.
The first step is to understand the meaning behind some of the words and phrases used in the PTRs.
ORGANISER
This is a trader that combines and then sells packages or offers packages for sale, either directly or through another trader.
An organiser is also a trader that transmits your travel details to another trader as part of a linked online booking process.
RETAILER
This is a trader other than the organiser that sells packages or offers packages for sale that have been combined by an organiser.
PACKAGE TRAVEL CONTRACT
This means a contract for the whole package or, if the package is provided under separate contracts, all the contracts covering the travel services that are included in the package.
TRAVEL SERVICE
This means:
PACKAGE
This is a combination of at least two different types of travel services for the same trip or holiday, if those services are combined by one trader (at your request or after you have selected them) before a single contract for all services is formed.
These services are:
Alternatively, the services may be:
LINKED TRAVEL ARRANGEMENT
This means at least two different types of travel service purchased for the same holiday or trip, not forming a package, which results in separate contracts with individual service providers.
YOUR RIGHT TO INFORMATION
The retailer or the organiser must provide certain information before the contract is agreed. It forms an important part of the contract and, therefore, must not be altered without your clear agreement.
A summary of the information requirements is below:
In addition, and before the contract is agreed, you must be given information on your key rights under the PTRs.
THE PACKAGE TRAVEL CONTRACT
The contract must contain the full details of the holiday, including all required information, and be given in a clear, understandable and prominent manner.
It must also include:
Check this information, read the terms and conditions that apply to the contract before you make the booking, and take note that you are responsible for any booking errors you make.
Remember that the terms and conditions must be 'fair and reasonable'; see the 'Unfair terms in consumer contracts and notices' guide for more information.
If you book online, make sure that you use a website with a secure payment facility.
After booking, you must be given a copy of the contract or confirmation of the contract in a durable form, such as by email. In some circumstances, you can ask for a paper copy of the contract.
The organiser or retailer commits an offence if they fail to give you the required information or if it is not clear, understandable and prominent. Report any concerns to the Citizens Advice consumer service / Advice Direct Scotland for referral to Trading Standards (contact details can be found at the end of this guide).
You must be given, in good time before the start of the holiday, all necessary receipts, vouchers and tickets, information on departure times and any deadlines for check-in as well as times for intermediate stops, transport connections and arrival. Check to make sure everything is in order and report any inaccuracies as soon as possible.
CAN THE PRICE OF THE HOLIDAY BE ALTERED?
Yes, but only in certain circumstances.
The organiser can only increase the package travel contract prices if the contract states clearly that an increase can be made, and only for the following reasons:
The contract must provide you with the right to a price reduction that corresponds to any decrease in the above costs and give you details on how price revisions are calculated.
You must be given notification of any price increase at least 20 days before the start of the holiday. If the increase is more than 8% of the total price of the holiday, one of the options you have is to terminate the contract.
AIRLINES: EXTRA CHARGES
The Civil Aviation Authority produces comparison tables of optional fees and charges that are applied by major airlines operating in the UK, such as baggage fees, priority boarding charges, meals and refreshments (January 2025 and February 2025 are the two most recent at the time of publshing). The tables will allow you to check the extra costs applicable on top of your ticket price.
CAN YOU TRANSFER THE HOLIDAY CONTRACT TO SOMEONE ELSE?
Yes, subject to certain rules set out in the PTRs.
You must inform the organiser in writing or by email that you would like to transfer it to someone else. This must be done at least seven days before the start of the holiday.
The organiser must inform you about any additional fees, charges or other costs that may apply and must provide proof of these costs. The transfer costs must be reasonable and no more than the costs incurred by the organiser for carrying out the transfer.
HOLIDAY INSURANCE
Shop around, and compare prices and level of cover before you go ahead. It is illegal for an organiser or retailer to insist that you take their own insurance.
It is vital that you obtain adequate cover for the type of holiday you are planning. Will you be undertaking risky activities on holiday, such as skiing, parasailing or scuba diving? Make sure your insurance covers you for the sort of activities you may want to do. If you have a pre-existing medical condition, always inform the prospective insurer and make sure you are covered. If you are worried that you may have to cancel a holiday, you might want to consider taking out cancellation insurance.
A UK Global Health Insurance Card (GHIC) allows you to obtain state-provided healthcare in Europe free of charge or at a reduced cost. It is free to apply for a GHIC card. There are some websites that will charge for obtaining a GHIC for you; this is not necessary and you do not have to use them. If you have a UK-issued European Health Insurance Card (EHIC), you can still use it up to its expiry date; you can then apply for a GHIC. The NHS website has helpful information on applying for healthcare cover abroad.
The GHIC and EHIC are not substitutes for adequate travel insurance.
WHAT CAN YOU DO TO PROTECT YOUR MONEY?
If you pay for the holiday by credit card, and if it costs more than 100 but less than 30,000, you are protected by the Consumer Credit Act 1974. Section 75 of the Act makes the card provider as responsible as the trader for a breach of contract or a misrepresentation. You are entitled to take action against the trader, the card provider or both. This does not apply to charge cards or debit cards.
If you use a debit card to purchase the holiday or if you use a credit card and the price is less than 100 (your rights under section 75 of the Consumer Credit Act 1974 would not apply), you may be able to take advantage of the chargeback scheme. Chargeback is the term used by card providers for reclaiming a card payment from the trader's bank. If you can provide evidence of a breach of contract (the tour operator ceases trading, for example), you can ask your card provider to attempt to recover the payment. Check with your card provider as to how the scheme rules apply to your card, whether internet transactions are covered and what the time limit is for making a claim.
Check whether the organiser or retailer is a member of a trade association, such as ABTA (Association of British Travel Agents) or AITO (Association of Independent Tour Operators). These trade associations have codes of conduct, which the members must abide by.
All travel companies in the UK that sell air holidays and flights are legally required to hold an ATOL licence (Air Travel Organiser's Licence). This is a scheme run by the Civil Aviation Authority for flights and air holidays that offers you protection against being stranded or losing your money if the operator ceases trading. Please note that not all air travel arrangements come with ATOL protection, so you must always check with the organiser or retailer as to what protection arrangements they have in place.
PAYMENT SURCHARGES
Under the Consumer Rights (Payment Surcharges) Regulations 2012 traders are banned from imposing surcharges on consumers for using the following payment methods:
Traders can impose a surcharge for other methods of payment, but the amount must not be excessive; it must reflect the actual cost to the trader of processing the payment. The Regulations apply to most sales and service contracts.
The Regulations give you rights to redress. Any requirement to pay a banned surcharge or the part of a surcharge that is excessive, is unenforceable by the trader. This means you do not have to pay. If you have already paid the surcharge or the excess, you are entitled to a refund.
If you have a complaint about surcharges, report it to the Citizens Advice consumer service / Advice Direct Scotland.
IF THINGS GO WRONG BEFORE YOU GO ON YOUR HOLIDAY
There may be occasions when the organiser will be required to make significant changes to your contract - for example, no longer being able to provide the resort or accommodation you booked, there are significant alterations to the travel services, they cannot fulfil a special requirement or an increase in the price of the holiday is more than 8%.
If this happens, you must be:
The substitute package may be of a lower quality or price to that booked. If this is the case and you agree to go ahead, you are entitled to an appropriate reduction in the price.
If you do not accept the proposed changes, you can cancel and obtain a full refund. The organiser must refund you as soon as possible and, in any event, not later than 14 days after cancellation.
If the organiser, with required notice, terminates the contract due to either of the following circumstances, you will receive a full refund as soon as possible and, in any event, not later than 14 days after termination. You cannot claim additional compensation. The circumstances are:
You have the right to terminate the contract at any time before the start of the holiday on payment of an appropriate and justifiable termination fee. Most contracts will include standardised termination fees based on the time of termination before the start of the package, and any expected cost savings and income obtained from a resale.
IF THINGS GO WRONG WHEN ON HOLIDAY
The organiser is responsible for the performance of all the travel services included in the package travel contract, even if they are carried out by other travel service providers.
You must inform the organiser as soon as possible of any problem to give them the opportunity to put it right.
The organiser must make suitable alternative arrangements for you to continue with your holiday if this is possible and if the costs are not disproportionate. These arrangements should, where possible, be of an equivalent or higher quality than those booked. If arrangements are of a lower quality, you are entitled to a reduction in price.
You have the option to reject proposed alternative arrangements if they are not comparable with the arrangements you booked, cancel the holiday and seek a price reduction and/or compensation.
If you wish to continue with the holiday because the organiser cannot make alternative arrangements or the arrangements made are not acceptable, you can do so and seek a price reduction and/or compensation.
If travel is included in the holiday package, upon cancellation the organiser must repatriate you as soon as possible and at no extra cost. Where there is a delay in repatriation, the organiser must bear the cost of up to three nights' accommodation per traveller or for a period in line with UK passenger rights legislation.
If you are in difficulty, the organiser must provide you with appropriate assistance, including giving information on health services, local authorities and consular assistance, by helping with communications and making alternative arrangements.
It is important that you:
AFTER RETURNING HOME
Steps you should take to progress your complaint when you return from holiday:
INDEPENDENT TRAVEL
If you have arranged the holiday yourself and have different contracts booked independently of each other, you are an independent traveller. This means that your trip will fall outside the scope of the PTRs because you have not booked a package holiday or a linked travel arrangement.
You have the benefit of a bespoke holiday but, if things go wrong, it can be more difficult to seek redress if a number of different traders are involved.
TAKING THE MATTER FURTHER
If you reach deadlock with the organiser over your dispute, you can take further action. Find out if the organiser is a member of a trade association that offers alternative dispute resolution services, such as ABTA or AITO. As a last resort, you could take action against the organiser in the County Court; see 'Thinking of suing in court?'.
If you believe the organiser or retailer misled you over any aspect of the package holiday, report your complaint to the Citizens Advice consumer service / Advice Direct Scotland. Your complaint can be referred to Trading Standards.
See the 'Problems with flights' guide if your flight was delayed, cancelled, re-routed or denied boarding, or your luggage was lost or damaged.
The 'Timeshares and holiday clubs' and 'Holidays and travellers with disabilities' guides also give useful information.
OTHER LEGISLATION
CONSUMER RIGHTS ACT 2015
The CRA gives you rights against a trader, such as a holiday organiser and retailer, that provides you with a service. The service you receive must be carried out with reasonable care and skill, within a reasonable time (if the time is not fixed by the contract) and you are only required to pay a reasonable price for the service unless the price (or the way in which the price is worked out) is fixed as part of the contract.
Anything said or written down by a trader (or someone acting on their behalf) about their business or the service forms part of the contract if you take that information into consideration before you agree the contract; it also applies if you make a decision about the service, based on that information, after the contract is made.
The 'Supply of services: your consumer rights' guide gives more information on your rights and which remedy you are entitled to.
The CRA also covers unfair terms in all consumer contracts (contracts between a trader and a consumer), including contracts for the provision of holiday services, whether they are in writing or not. It also covers notices if they are 'consumer notices', which means they set out rights or obligations between you and a trader, or try to deny or restrict a trader's responsibility to you.
Traders must draft and present their holiday contracts and notices to you in a way that is fair and open, and respects your legitimate interests. Terms and notices must be transparent; the wording used must be plain (no legal jargon), capable of being understood and legible. They should not be designed to trick or trap you, and any terms that are important (because they may put you at a disadvantage) must be prominent.
You are not legally bound by an unfair contract term or consumer notice and you have the right to challenge it, in court if necessary.
See 'Unfair terms in consumer contracts and notices' for more information.
UNFAIR COMMERCIAL PRACTICES
The Digital Markets, Competition and Consumers Act 2024 (DMCCA) prohibits commercial practices that are unfair to consumers.
A commercial practice is unfair if it is likely to cause you to take a decision about a purchase that you would not otherwise have taken as a result of the practice involving:
A commercial practice is also unfair if:
A trader may have committed a criminal offence if they engage in an unfair commercial practice. If you have a complaint, you can report it to the Citizens Advice consumer service / Advice Direct Scotland for referral to Trading Standards.
The DMCCA includes provisions that give you rights of redress if a trader has engaged in an unfair commercial practice involving a misleading action or an aggressive practice: the right to unwind the contract, the right to a discount and the right to damages. However, this is not yet in force. See 'Misleading and aggressive practices: your right to redress' for information on the rights of redress you have under the CPRs.
USEFUL CONTACTS
Association of British Travel Agents (ABTA)
30 Park Street, London, SE1 9EQ
Civil Aviation Authority (CAA)
Aviation House, Beehive Ringroad, Crawley, West Sussex, RH6 0YR
Association of Independent Tour Operators (AITO)
18 Bridle Lane, Twickenham, Middlesex, TW1 3EG
Tel: 020 8744 9280
IN THIS UPDATE
Changes made to reflect the coming into force of the Digital Markets, Competition and Consumers Act 2024 (Part 4, Chapter 1: 'Protection from unfair trading').
Last reviewed / updated: April 2025
Key legislation
Please note
This information is intended for guidance; only the courts can give an authoritative interpretation of the law.
The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to legislation can be found on each link's 'More Resources' tab.
For further information in England and Wales contact the Citizens Advice consumer service on 0808 2231133. In Scotland contact Advice Direct Scotland on 0808 164 6000. Both provide free, confidential and impartial advice on consumer issues.
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