Package holidays: making a complaint
Your holiday contract's terms and conditions should outline the complaints procedures. If you have a complaint while on holiday, report the problem at once to your local holiday rep or organiser in the vicinity.
Ask for a complaint form, and keep a copy of the form that you are submitting.
The operator must compensate you if the service provided was different from what was promised. But they should also be given the opportunity to remedy the situation, at no extra cost to you.
- If you are still not happy, get as much evidence as you can to support your case (for example, take photographs or video footage)
- If you are still not satisfied when you return home, lodge a complaint in writing to the operator within 28 days. If they do not respond within a reasonable time, send a second letter of complaint
- If you are still not satisfied and your claim does not exceed €2,000, you can take the complaint to the Small Claims Court. Most package holiday contracts state that claims above this limit may be pursued through arbitration. Check your contract for information on this
The tour operator is the one liable to the consumer for fulfilling the contract, including where services provided as part of the contract are to be provided by other suppliers.
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