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Complaint after a package holiday: price reduction and compensation, in German (Switzerland)
Switzerland · in German · for consumers
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For travellers who booked a package holiday in Switzerland and found services missing or defective, in German: claims from the organiser, under the Swiss Federal Act on Package Travel (SR 944.3) — not the EU directive — the difference between the price of the agreed and the services provided (Art. 13) and other costs (Art. 14), with a deadline. The period for complaints is in the travel contract (Art. 6). Send it by registered post.
- Made for use in Switzerland
- Last updated November 4, 2026
Published byDocMuse
When to use this document
- The hotel on your package holiday was a building site and nothing matched the brochure.
- The excursion you booked was cancelled and the sea-view room looked onto a back yard.
- You are back from holiday and the tour operator in Switzerland ignored your complaint on the spot.
- You want part of the holiday price back after a disappointing trip.
What you fill in
The details the document asks for.
- Traveller
- Traveller's address
- Tour organiser (travel agency)
- Tour organiser's address
- City
- Date
- Booking reference
- Trip (country, resort, hotel)
- Travelling from
- Travelling until
- Price
- Travellers covered by the complaint
- Failures to perform and the days they occurred
- When and to whom the failures were reported on the spot
- Amount of the reduction
- Extra costs and damage (items and amounts; blank if none)
- Amount claimed
- Deadline
- IBAN
Common questions
- Must I report problems with a Swiss package holiday while still on the trip?
- Yes: every defect you notice on the spot must be reported as soon as possible, in writing or another suitable form, to the provider concerned, such as the hotel, and to the organiser or retailer (Art. 12 para. 1 of the Package Travel Act). The organiser must then do its best to find a solution (para. 2). Note when and to whom you reported the problem, and collect photos and receipts: they belong in your complaint after the trip.
- How much can I claim back after a defective package holiday in Switzerland?
- If a substantial part of the agreed services is not provided, the organiser owes the difference between the price of the planned and of the services provided, and must arrange a remedy or the journey home (Art. 13). It is liable for proper performance even when the hotel or airline failed (Art. 14 para. 1), except for the traveller's own failings, unavoidable failings of uninvolved third parties and force majeure (Art. 15). For damage other than personal injury it may limit liability to twice the price, not for intent or gross negligence, and never for personal injury (Art. 16).
- By when must I complain after the trip, and who helps in a dispute in Switzerland?
- The Act itself sets no period after the trip, but the travel contract must state the period within which you must complain (Art. 6 para. 1 let. f of the Package Travel Act). Check your travel conditions and send the complaint before then, by registered post. If you cannot agree, the Ombudsman of the Swiss Travel Industry mediates free of charge, without power to decide (complaint online at ombudsman-touristik.ch). After that, the route is the conciliation authority.
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