Holiday Company Cancelled Trip No Refund

People in this situation often start by checking whether their booking qualifies as a package holiday under the 2018 Regulations, as this provides stronger protections. A package generally means two or more different types of travel service (such as flights and accommodation) combined in a single booking. If the organiser cancelled, a full refund is typically due within 14 days. If the company is not responding, options may include making a chargeback claim through the bank, a section 75 claim if paid by credit card, or claiming through the ATOL or ABTA scheme if applicable. Keeping copies of all booking confirmations, cancellation notices, and correspondence is generally advisable.

Common situations include: a tour operator cancelling a holiday and offering only vouchers instead of a cash refund, the company going into administration before the trip, being offered a rebooking rather than a refund, significant changes to the holiday that make it substantially different from what was booked, and delays in receiving a refund that was promised.

The Package Travel and Linked Travel Arrangements Regulations 2018 (regulation 14) require that where the organiser cancels a package, the traveller is entitled to a full refund within 14 days. Regulation 13 provides that if significant changes are made to the package, the traveller may reject them and receive a refund. ATOL protection, administered by the Civil Aviation Authority, covers air package holidays and may protect consumers if the organiser becomes insolvent. Section 75 of the Consumer Credit Act 1974 may also apply to credit card payments between £100 and £30,000.

People in similar situations often consider: writing a formal letter demanding the refund within 14 days as required by the Regulations, checking ATOL and ABTA protection status, making a section 75 claim through their credit card provider, initiating a chargeback if paid by debit card, contacting ABTA for mediation if the operator is a member, or pursuing the matter through the small claims court if the amount is under £10,000.

Common mistakes include: accepting vouchers or credit notes when a cash refund is legally due, not checking whether the booking qualifies as a package (standalone flights may have different protections), missing chargeback deadlines which are often around 120 days, not checking ATOL certificate numbers on booking confirmations, and assuming travel insurance covers cancellation by the operator (this is typically the operator's liability, not an insurance matter).