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Complaint about a package holiday that was not as booked (Scotland)
Scotland · in English · for consumers
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For a traveller in Scotland whose package holiday — flights and hotel, or other travel services sold together — was not as booked: a different or poor hotel, missing services, a changed itinerary. Under the Package Travel and Linked Travel Arrangements Regulations 2018, which apply across the UK, the organiser is responsible for every part of the package and owes a price reduction and compensation for what went wrong. The letter claims them and is a letter before action with 14 days to reply, then simple procedure in the sheriff court. Send it to the organiser by email and by first class post.
- Made for use in Scotland
- Last updated October 29, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
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When to use this document
- Your package holiday hotel was nothing like the one you booked from Scotland.
- The tour operator changed your flights and resort and refuses any compensation.
- Much of what was included in your all-inclusive holiday was not available.
- You want to claim a price reduction for a package holiday that went wrong, writing from Scotland.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Tour organiser (travel agency)
- Tour organiser's postal address
- Booking reference
- Trip (country, resort, hotel)
- Travelling from
- Travelling until
- Price
- What the complaint is about
- When and to whom you reported the problems during the holiday
- Costs and damage claimed (items and amounts, or “none”)
- Amount claimed
Common questions
- Who answers for a poor hotel in a package holiday booked from Scotland?
- The organiser — the company that put the package together and sold it to you — is responsible for every service in it, even if a hotel or airline it booked was at fault (regulation 15 of the Package Travel and Linked Travel Arrangements Regulations 2018, which apply across the UK). It owes a price reduction for the time things were wrong and compensation for the damage, unless the problem was your fault, an unconnected third party's, or unavoidable and extraordinary.
- Does it matter that I did not complain while I was still on holiday?
- It can. Regulation 15(3) asks you to tell the organiser without undue delay, so that it can put things right on the spot, and a late report can reduce what you recover where an earlier one would have let it do so. If you did not complain at the time, say why in the letter. Photos, the rep's notes and your messages to the organiser are useful evidence.
- Can I settle a package holiday complaint without going to the sheriff court?
- Often, yes. Many organisers belong to ABTA, which offers dispute resolution for its members' customers; check the booking for the logo. If the organiser fails before or during the trip, an ATOL certificate protects flight packages. consumeradvice.scot gives free advice in Scotland. Otherwise, after the 14 days in this letter, simple procedure in the sheriff court handles claims of up to £5,000.
How you can sign this document
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