Package Travel Regulations Refund Request…

Who can use this letter

You booked a package holiday (flight + accommodation, or flight + car hire, etc., sold or arranged together) from a UK-based organiser
The organiser cancelled the package, or made a significant change to a core element (destination, dates, accommodation standard, or a substantial price increase)
You want a full refund rather than accepting the change

Before you send it

Check your booking confirmation to see whether it was sold as a "package" — this regulation does not cover a flight booked separately from a hotel unless they were linked at the point of sale.
Note exactly what changed and when the organiser told you.
Decide whether you want a full refund, or would accept a suitable alternative holiday of equivalent or higher quality at no extra cost.
Check whether you paid by credit card for £100+ — Section 75 of the Consumer Credit Act may give you an additional route to a refund if the operator becomes insolvent.

The template

Fill in every [BRACKETED] field with your own details before sending — do not send this letter with placeholders still in it.

[YOUR FULL NAME]
[YOUR ADDRESS]
[YOUR EMAIL] · [YOUR PHONE]

[DATE]

[TOUR OPERATOR / TRAVEL AGENT NAME]
[THEIR ADDRESS]

Re: Refund request under the Package Travel Regulations — Booking reference [BOOKING REFERENCE]

Dear Sir or Madam,

I booked a package holiday with you, booking reference [BOOKING REFERENCE], departing [ORIGINAL DEPARTURE DATE] to [DESTINATION], for [NUMBER] passenger(s), at a total cost of £[TOTAL PAID].

On [DATE OF NOTICE], you informed me that: [DESCRIBE THE CANCELLATION OR CHANGE — e.g. "the package has been cancelled", "the accommodation has changed from a 4-star hotel to a 3-star hotel", "the departure date has moved by X days", "the price has increased by £X"].

Under the Package Travel and Linked Travel Arrangements Regulations 2018, I am entitled to a full refund of all sums paid within 14 days of cancellation, or to accept a suitable substitute package of equivalent or higher quality at no extra cost. I am choosing:

A full refund of £[TOTAL PAID] to my original payment method.
— OR —
A substitute package, provided it is of equivalent or higher quality and involves no additional cost to me.

Please confirm which option you can offer and, if a refund, process it within the statutory 14-day period. If I do not receive a satisfactory response within 14 days, I will consider a claim under Section 75 of the Consumer Credit Act 1974 (where applicable) and will refer this matter to ABTA or the relevant ADR scheme.

Yours faithfully,

[YOUR FULL NAME]
[Signature if posting]

Booking reference: [BOOKING REFERENCE]
Amount paid: £[TOTAL PAID]
Payment method: [PAYMENT METHOD]

How to send it

Send to the tour operator or travel agent that sold you the package — not the individual airline or hotel.
Email and post if possible, so you have a paper trail with a clear date.
Keep your booking confirmation, payment receipts, and any written notice of the change or cancellation.

If you don't get a response

If the 14-day deadline passes without a refund, check whether the operator is ABTA or ATOL protected and raise a formal complaint with that scheme, or contact your card issuer about a Section 75 or chargeback claim if you paid by card. See our package holiday ATOL rights guide for the full escalation path.

Frequently Asked Questions

What counts as a "significant" change that qualifies for a refund?

There is no single fixed test, but examples widely accepted as significant include a materially lower standard of accommodation, a substantially different destination, a large price increase (organisers can only raise prices up to 8% and only for specific cost reasons, with a right to cancel above that), or a significant change to departure/return times. Minor changes — a different but comparable hotel room, or a short time shift — usually do not qualify.

Does this cover flights I booked separately from my hotel?

No. The Package Travel Regulations only apply where the flight and other elements were sold together as a package, or were "linked" through the same booking process within 24 hours. A flight booked independently from your hotel is covered by UK261 for delay/cancellation compensation instead — see our [UK261 flight delay claim letter](/templates/uk261-flight-delay-cancellation-claim).

What if the tour operator goes out of business before refunding me?

ATOL-protected packages are covered by the Air Travel Trust if the operator fails — you should get your money back or be repatriated if already travelling. ABTA-protected non-flight packages have similar protection. Always check for the ATOL or ABTA logo before booking.

This template is provided for information only and is not legal advice. FlightLogic is not a law firm and does not guarantee any outcome from using this letter — always check the facts of your own situation and adapt the wording accordingly.

Written by Emma Walsh

Editor, Hotels & Europe

Emma reviews boutique and independent hotels across Europe, alongside British Airways and Oneworld product reviews. She writes FlightLogic's Avios redemption guides.

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