Holiday Gone Wrong? Know Your Rights to Get Money Back
When a family holiday turns into a nightmare, it’s not just the experience that suffers — your bank balance can take a hit too. A Welsh family’s £3,000 trip to Egypt became a cautionary tale about what can go wrong when a holiday company fails to deliver what you’ve paid for.
Scott Edward, his wife Katie, and their two children flew to a resort in Hurghada expecting a relaxing break. Instead, they arrived to find the hotel was effectively a construction site: filthy rooms with mould, broken air conditioning, exposed electrical wires, and hazardous conditions throughout. The family suffered food poisoning, an electric shock, and had to abandon most of their planned activities. Even weeks after returning home, Scott was still dealing with the effects of his illness.
This story matters to UK holidaymakers because it highlights an important consumer protection: if a holiday company doesn’t deliver what you’ve booked and paid for, you have legal rights.
What you should know:
If your holiday is significantly below the standard promised, you can claim compensation from your travel company under UK consumer law. The Package Travel and Linked Travel Arrangements Regulations 2018 protect you if the company fails to perform the contract properly — whether that’s due to poor facilities, safety issues, or services not provided.
The Edwards approached Loveholidays, the company that booked their trip. Your first step should always be to contact the travel company in writing, detailing exactly what went wrong and asking for a full or partial refund.
If the company won’t help, you can escalate to the Alternative Dispute Resolution scheme that handles travel complaints. Keep all evidence: photos, receipts, medical records if you became ill, and written communication with the hotel and tour operator.
What to do next:
Before booking any holiday, check the company’s ATOL (Air Travel Organiser’s Licence) protection — this safeguards your money if they go bust. Always book package holidays through registered operators, and photograph your accommodation as soon as you arrive. Report problems immediately to hotel management and your tour rep, and get written confirmation.
If something goes wrong on your next trip, don’t just accept it. You’ve paid good money, and UK law is on your side. Document everything and don’t hesitate to claim.