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Package-holiday complaint and claim for a ruined holiday (Italy)

Consumer
Italiano
Italy
Complaint & Appeal
Print & sign
2 pages · 0 sold

Published byDocMuse

This document is in Italian

The PDF you download is in Italian — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.

For a traveller who bought a package holiday from an Italian organiser – flight and hotel, cruise, organised tour – and found services other than those promised: you ask the organiser for a price reduction, reimbursement of expenses and damages, including damages for a ruined holiday (Articles 42, 43 and 46 of the Italian Tourism Code). Defects must be reported promptly during the trip, to the organiser or the travel agency; damages are claimed within three years of returning. Italian chambers of commerce publish free guides on package travel. Send this Italian letter by PEC to the organiser’s certified address or by registered post with proof of receipt.

  • Made for use in Italy
  • Last updated October 14, 2026

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When to use this document

  • The hotel in your package holiday in Italy turned out far worse than promised.
  • The tour operator cancelled excursions and transfers without offering anything else.
  • You are back from the holiday and the travel agency ignores your complaints.
  • You want to ask in writing for a price reduction and compensation for a ruined holiday.

What you fill in

The details the document asks for.

  • Traveller
  • Traveller's address
  • Sender's codice fiscale (Italian tax code)
  • Email
  • How the letter is sent (printed above the recipient)
  • 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
  • Report made during the trip (to whom, when, how)
  • Price reduction claimed (amount)
  • Costs and damage claimed (items and amounts, or “none”)
  • IBAN

Common questions

Must holiday problems be reported in Italy while the trip is still going on?
Yes. The Italian Tourism Code asks the traveller to tell the organiser promptly, in view of the circumstances, about defects found during the trip, which can also be done through the agency that sold the package (Article 42). If the organiser does not fix them within a reasonable time you set, you can fix them yourself and claim the necessary, documented costs. Report in writing, even by e-mail or message, keep photos and receipts, and mention the report in this letter.
How long do I have in Italy to claim for a ruined holiday?
The right to damages is time-barred three years after the traveller returns to the place of departure, unless the rules for individual services in the package set a longer period. Still, it is wise to write soon after returning, while evidence and witnesses are at hand: this letter, sent by PEC or registered post, proves the date of the claim. If an agency sold the package, you can send it a copy too. Italian chambers of commerce and consumer associations offer free guides and help.
What are «ruined holiday» damages in Italy, and when is the organiser not liable?
They compensate holiday time spent to no purpose and the lost opportunity that cannot be repeated, and are due where the failure is not of minor importance (Article 46 of the Italian Tourism Code); they come on top of the price reduction and the reimbursement of expenses. The organiser owes neither reduction nor damages if it proves that the defect is due to the traveller, to a third party unconnected with the services in an unforeseeable or unavoidable way, or to unavoidable and extraordinary circumstances (Article 43). You state the amount in the letter.

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

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