Guidance

Information about package holiday refunds and cancellations

Published 14 May 2021

Check before you book:

• Before booking any overseas package holidays, check your Government’s latest travel advice to see if leisure travel is allowed and you are happy to abide by the rules for when you return
• What you must do when you arrive in England from another country is published on the red, amber and green list, and depends on where you have been
• There is also separate advice available for people who want to travel to and from Scotland, Wales or Northern Ireland
• Countries and territories can be moved between lists if conditions change. You can sign up for an email alert to receive updates.
• You should also check what your package holiday organiser’s terms and conditions say about cancellations and refunds. If you wish to cancel a package holiday that is legally able to go ahead, you are likely to have to pay cancellation fees if this is stated in the terms and conditions and is fair.

If your package holiday organiser cancels your holiday

If you book a package holiday that is cancelled, or significantly altered by the company due to coronavirus, below is some information on your rights:

• If package holiday organisers cancel your holiday you are entitled to a full refund within 14 days of the cancellation date
• Your refund should be provided irrespective of whether the company you booked with has received funds from other companies involved in your trip, such as airlines
• The option of a refund and the process of applying for it should be clearly communicated, easy to do and include clear instructions
• You have the right to a cash refund. You don’t have to accept a Refund Credit Note, or rebook for another date.
• Refund Credit Notes have certain financial protections that vouchers may not. If you are offered a Refund Credit Note check the terms and conditions to see if you are willing to accept it or would prefer a refund.
• If you accept a Refund Credit Note you can exchange it for cash at any time

If your holiday can still legally go ahead, but you decide you want to cancel:

• Check what the contract terms and conditions say about cancellations and refunds
• Any applicable pre-existing terms and conditions on cancellation and refunds will apply. These terms must be fair.
• For package holidays, any termination fee charged to you must be appropriate and justifiable by the package holiday organiser
• A term saying no refund is available in any circumstances is likely to be unfair and unenforceable
• Any amount a business can keep must take into account what they are actually losing as a result of you cancelling and not be excessive
• For more information see our information on cancellation under the standard terms and conditions and our open letter to business
• You have a right to a full refund where you decide to cancel your package because ‘unavoidable and extraordinary circumstances’ at the destination significantly affect the holiday you have booked, or your travel there
• If you believe a refund is justified, you may wish to contact Citizens Advice and you have the option of bringing a claim against the company in the relevant court