Problems on your holiday? Tips for complaining if your travel goes wrong

Holidays are a much-anticipated time to relax and enjoy, but sometimes things don't go as planned. If you encounter problems during your holiday, it’s important to know how to effectively file a claim to resolve the issues and, if necessary, receive compensation.

We know that these types of procedures take time and can be frustrating, even for the most patient person. So, the first thing you’ll need is patience and the second is perseverance. Both are key to achieving a satisfactory solution to your holiday issues.

In this article, we’ll give you some tips to help you enjoy your holidays without issues, and to resolve any issues that may arise with your accommodation, flight, train, etc., as best as possible.

How to claim if you have problems with your hotel

You’ve booked a wonderful hotel, with a pool, spa, a garden area with loungers… but when you arrive, what you find doesn’t match the reality and what you had contracted. If this happens when you arrive at your holiday accommodation, you have the right to complain and ask to be relocated; either within the same hotel if the issue is with the room or in accommodation of the same or higher standard if the issue is with the establishment in general.

Moreover, once you’ve returned from your holiday, you can file a formal complaint to the accommodation, requesting a full or partial refund of your money. If you were unable to enjoy your stay, as well as compensation for any quantifiable damages. This means you’ll need to gather as much evidence as possible, from the booking receipt to photos of the room, hotel, space, etc.

If you booked a package tour through an agency that combines transport and accommodation, you have the right to claim from the organizing agency. However, if the problem was caused by factors beyond the agency’s control, such as natural disasters, the company is not required to respond to the issues caused.

How to claim if you have problems with your flight

Having your flight delayed or cancelled and finding out when you’re already at the airport with your bags packed is the worst news you can receive just as you’re about to start your holiday. But don’t worry, before all your excitement fades, we’ll give you some tips to claim for the different issues that may arise with your flight.

• Flight delay: After a 3-hour delay, you are entitled to compensation plus expenses for damages. Compensation per passenger can range from €250 to €600.
• After a 2-hour delay, the airline is required to offer free food and drink.
• Flight cancellation: If you were notified less than 14 days in advance of the cancellation, you are entitled to compensation plus damages, ranging from €250 to €600 per passenger.
• Overbooking: If you are denied boarding due to overbooking, the airline must inform you about the compensation you can receive and the alternatives available. You are also entitled to a refund or alternative transport, reimbursement for expenses if you need to travel to another airport, and financial compensation based on the distance of your flight.
• If the airline doesn't offer you a flight until the next day, you are entitled to have them cover your hotel stay for the night, as well as your travel expenses to and from the hotel.
• Baggage loss: Did they lose or damage your luggage? Did you receive your luggage late? If it took more than 21 days to receive your luggage, or if after that time you still haven’t received it, or it arrived damaged, you are entitled to financial compensation of up to €1,500.

To file your claim, you’ll need your ID or passport and your boarding pass. You will need to request a PIR (Property Irregularity Report), which must be filled out before leaving the airport. Once you have it, you’ll have 21 days from the incident to present it to the airline.

How to claim if you have problems with your train

If you’ve chosen to travel by train on your holiday, you can also claim compensation in case of delay. Each railway company has its own punctuality commitment. In this article, we’ll present the conditions for each of Spain’s main companies.

To file a formal claim, you’ll need to do so through the website of each company.

AVE (Renfe): For delays of 60 minutes or more, Renfe refunds half the ticket price. If the delay exceeds 90 minutes, the refund is 100% of the ticket price.

Alvia (Renfe): On Alvia trains, if the delay exceeds 30 minutes, you’ll receive a 50% refund, and if it exceeds 60 minutes, you’ll receive a 100% refund.

Avlo: Renfe’s low-cost company also offers compensation depending on the delay. After 30 minutes, you’ll receive a 50% refund, and after 60 or 90 minutes, you’ll receive a 100% refund.

Ouigo: Ouigo’s compensation policy refunds 50% of the ticket price for delays between 30 and 60 minutes. For delays of 90 minutes, the refund is 100%.

Iryo: This company offers 50% compensation for delays over 60 minutes and 100% if the delay exceeds 90 minutes.

Now you know if you encounter problems on your holiday, you have the right to claim. You can submit claims in person to the relevant company, as we have explained above, and also through the OCU (Organization of Consumers and Users) or online claims platforms that handle the process in exchange for a percentage of the compensation.

Don’t let anything ruin your holiday, they’re meant to be enjoyed!