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Package holiday complaint (Malta)

Malta · in English · for consumers

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For a traveller whose package holiday — transport and accommodation, or other travel services, sold together — was not as booked. The letter tells the organiser that it is responsible for every service in the package under the Package Travel and Linked Travel Arrangements Regulations (S.L. 409.19), and claims a price reduction and compensation, with a total and 14 days to reply. The Malta Competition and Consumer Affairs Authority (MCCAA) explains package holiday rights free of charge. Send it by registered letter and keep the post office receipt.

  • Last updated November 3, 2026
  • Document in English
Malta
Consumer
English
Complaint & Appeal
Print & sign
1 page

Published byDocMuse

When to use this document

  • The hotel in the package holiday you booked in Malta was nothing like what was promised.
  • Your package holiday from Malta had transfers and excursions that never happened.
  • You complained to the tour rep during your trip from Malta and nothing was fixed.
  • You want part of your money back from the tour operator after a holiday booked in Malta.

What you fill in

The details the document asks for.

  • Sender
  • Sender's address
  • 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 is responsible in Malta when part of a package holiday goes wrong?
The organiser — the business that put the package together and sold it — is responsible for every service in it, even when a hotel or airline it booked was at fault. It owes a price reduction for the time things were wrong and compensation for the damage, including lost enjoyment of the holiday. Where the problem was the unforeseeable or unavoidable doing of someone unconnected with the package, or unavoidable and extraordinary circumstances, the compensation falls away but the price reduction does not; where it was your own doing, neither is owed.
Do I have to report problems during a package holiday sold in Malta?
Yes: tell the organiser, or its local representative, without undue delay while you are away, so that it can put things right, and keep a record of when and how you told it. A late report can reduce what you get where an earlier one would have let the organiser fix the problem. Keep photos, receipts and messages, since they are the evidence for your claim.
How long do I have to claim after a package holiday in Malta?
A claim must be brought within two years of the last day of the package (regulation 13(6) of S.L. 409.19), so write to the organiser soon after you are home. If the organiser does not settle, the Malta Tourism Authority takes complaints (its compliance department), and the European Consumer Centre Malta helps when the organiser is in another EU country. If the organiser has gone out of business, the Package Travel Insolvency Fund (S.L. 409.18) secures the refund of payments for services not performed, and the journey home where needed; ask the Malta Tourism Authority how to claim.

How you can sign this document

  • Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
  • Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked

DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.

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