Holiday Cancellation Refund Demand Letter: Free Template and What to Include

If you need to demand full cash refund for tour operator cancellation of package holiday, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong holiday cancellation refund demand should include.

What this letter needs to cover

• Reference the Package Travel and Linked Travel Arrangements Regulations 2018
• State that a credit note is not acceptable and a full refund in the original payment method is required within 14 days
• Note right to escalate to ABTA (if the operator is a member) and small claims court

Your right to a full refund when an operator cancels

If your tour operator cancels your package holiday, you're entitled to a full refund within 14 days under the Package Travel Regulations 2018 — not vouchers, not a partial refund, and not an indefinite wait, unless you've specifically agreed to accept an alternative arrangement instead.

What to include before you send it

• Your booking reference and confirmation of the cancellation
• A clear statement that you're requesting a full cash refund, not vouchers or credit
• Reference to the 14-day statutory refund requirement
• A reasonable deadline before escalating the matter further

Why "vouchers only" isn't a valid response

Operators sometimes offer vouchers or credit notes as their default response to a cancellation — you're entitled to decline this and insist on a cash refund if that's what you want, since the law doesn't allow an operator to unilaterally substitute vouchers for your statutory refund right.

Frequently Asked Questions

What if the operator says the 14-day deadline doesn't apply to my situation?
The 14-day refund requirement applies specifically to operator-cancelled package holidays — if there's genuine doubt about whether your booking qualifies as a package, it's worth checking, but a straightforward package cancellation should meet this timeframe.

What if the operator has gone into administration?
If ATOL protection applies to your booking, you should claim through the ATOL scheme instead, since the operator itself may no longer be able to process a refund directly.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
[Tour Operator Customer Services]
[Company Address]
[Company Postcode]
[Date]

Dear [Name / Customer Services Team],

Subject: Full refund for cancelled holiday – Booking Reference: [Booking Reference]

I booked a package holiday with you on [Date of Booking] to [Destination], due to depart on [Departure Date]. On [Date], you told me you had cancelled it.

Under the Package Travel and Linked Travel Arrangements Regulations 2018, because you cancelled the package, I am entitled to a full refund of everything I paid, without undue delay and within 14 days of the contract ending.

The 14 days have passed. I have not accepted, and do not have to accept, a credit note or voucher.

Please refund the full £[Total] to my original payment method now. If it is not refunded within 7 days, I will take steps to recover it, which may include a claim through [England and Wales: Money Claim Online / Scotland: simple procedure / Northern Ireland: the small claims court].

Yours sincerely,

[Your Signature]
[Your Printed Name]