Package Holiday Rights under the PTRs 2018

Under the PTRs 2018, a "package" exists when a traveller buys two or more of the following travel services from a single trader for the same trip:

• Passenger transport (flights, trains, coaches)
• Accommodation
• Car hire
• Any other tourist service that forms a significant part of the trip (e.g., excursions, show tickets)

Crucially, the PTRs 2018 also cover "Linked Travel Arrangements" (LTAs) — where you buy services separately from different traders but via a facilitated booking process on the same website. LTAs provide narrower protection (mainly insolvency cover) than full packages.

Booking a flight and hotel directly with each supplier separately, on different websites, is unlikely to be a package or LTA — you would fall back on individual consumer rights for each booking.

Before departure, if the package organiser proposes a "significant change" — such as a major destination change, a departure time more than 12 hours different, or a substantial downgrade in accommodation — you have three options:

1. Accept the change — you can agree to the altered package, potentially with a price reduction if the quality is lower.
2. Accept a substitute package — the organiser must offer you an alternative of equivalent or higher quality if available.
3. Cancel and receive a full refund — you must receive a refund of all payments within 14 days of cancellation.

During the holiday, if the organiser cannot provide a significant proportion of services, they must either offer suitable alternatives at no extra cost, or arrange repatriation to your departure point and pay compensation.

ATOL (Air Travel Organiser's Licence) is a financial protection scheme run by the Civil Aviation Authority (CAA). It applies to flight-inclusive packages sold by UK-based companies. If your ATOL-licensed organiser collapses:

• If you are already abroad, you will be repatriated to the UK at no extra cost.
• If you have not yet departed, you are entitled to a full refund.

Always check for the ATOL certificate when booking a flight-inclusive package. The certificate should state the ATOL number and confirm what is financially protected. Holidays sold by airlines directly (e.g., a BA Holidays package) are covered under the airline's own ATOL licence.

For non-flight packages (e.g., a coach holiday), ATOL does not apply, but the PTRs 2018 still require organisers to have insolvency protection — typically through a bond held with ABTA.

If your package holiday organiser fails to meet its PTRs 2018 obligations, follow these steps:

1. Complain in resort — notify the rep or the organiser's customer service immediately; this creates a record and gives the organiser chance to remedy the problem.
2. Submit a formal written complaint within 28 days of returning home, using any evidence (photos, receipts, written communications).
3. ABTA Alternative Dispute Resolution: If the organiser is an ABTA member and your complaint is unresolved, you can use ABTA's ADR scheme, which is low-cost and binding.
4. Small claims court: For claims up to £10,000 in England and Wales, the small claims track is accessible without a solicitor.

Compensation under the PTRs 2018 must reflect the "price difference" between what was promised and what was delivered, plus any additional losses caused by the failure.