Complaint about a package holiday not as agreed (Spain)
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For a person who booked a package holiday in Spain or with a Spanish organiser (flight and hotel, a cruise or an agency package) that did not go as agreed: a different hotel, excursions that did not happen, missing services. The letter claims from the organiser or the agency a price reduction for the days affected and compensation for damage (arts. 161 and 162 of the Spanish Consumer Protection Act, TRLGDCU), and invites it to negotiate as Spanish Organic Law 1/2025 requires before suing. Send it by burofax with certified content to the organiser or the agency that sold the trip. In Spanish.
- Made for use in Spain
- Last updated October 20, 2026
Published byDocMuse
When to use this document
- The package holiday you bought from a travel agency in Spain was not what the contract said.
- You were put in a different, worse hotel and the agency takes no responsibility.
- The included excursions never happened and the agency ignores you since your return.
- You want part of the holiday price back because it did not match what was promised.
What you fill in
The details the document asks for.
- Traveller
- Traveller's address
- Sender's DNI or NIE (Spanish identity number)
- Tour organiser (travel agency)
- Tour organiser's postal address
- City
- Date
- Booking reference
- Trip (country, resort, hotel)
- Travelling from
- Travelling until
- Amount paid
- Failures to perform and the days they occurred
- Whether you reported the problems during the trip
- Costs and damage claimed (items and amounts, or “none”)
- Amount of the reduction
Common questions
- What can I claim in Spain if a package holiday was not as booked?
- A price reduction for the time the services were not provided as agreed, unless the failure is attributable to you, and compensation for the damage suffered (art. 162 of the Spanish TRLGDCU). The EU Court of Justice has held that the reduction is due even where the cause is not attributable to the organiser (case C-396/21). If the failure substantially affects the trip and the organiser does not fix it within a reasonable time, you may even end the contract without penalty. If only the flight went wrong, compensation for the delay or cancellation is claimed from the airline with this catalogue's own letter.
- Who do I send the package holiday complaint to in Spain, the organiser or the agency?
- Either: the organiser and the retail agency that sold you the trip are both answerable to you, and whichever receives the complaint must deal with it (art. 161 of the Spanish TRLGDCU). You should report each problem without delay during the trip, to the local representative or the agency, and keep proof; if you could not, this letter does it on your return. Send it by burofax with certified content: it proves what was sent and when, and makes the attempt to negotiate that Spanish Organic Law 1/2025 requires before suing, with thirty calendar days to reply.
- Are there free models in Spain for a package holiday complaint, and where do I go if the agency does not answer?
- The Spanish associations OCU and FACUA publish free model letters for complaints to travel agencies. At the agency you can ask for your region's free complaint sheet (hoja de reclamaciones). If there is no answer or agreement, you can complain to the consumer office (OMIC) or your region's consumer service, or ask for consumer arbitration if the agency has joined the system or accepts it; if the organiser is in another EU country, the European Consumer Centre in Spain helps you free of charge.
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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