Travel defect on holiday: report it correctly to get money back

If something is wrong on a package holiday, a dirty room, missing services, construction noise, that is a travel defect. It is important to report it on site immediately to the tour operator or its representative and to demand remedy. Only this secures your later reduction of the travel price.

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Your chances of getting your money back

For a travel defect you can demand remedy and, as long as the defect persists, reduce the travel price (§§ 651i, 651m BGB). For serious defects, damages and even termination may be considered.

You must report the defect without delay on site and demand remedy. If you fail to do so, your reduction claim can lapse. Document everything (photos, witnesses, notice).

What you should do now

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1. Report the defect immediately
Report the defect to the tour guide/operator at once and demand remedy. Have the notice confirmed.
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2. Secure evidence
Take photos, videos, witnesses and a short defect log with date and time.
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3. Await remedy
Give the operator the opportunity to remedy it (e.g. a different room). If the defect remains, the reduction is justified.
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4. Reduce after the trip
Assert the reduction claim in writing after your return and quantify it based on the impairment.

How to spot the scam

You complain only after the trip, without a prior on-site notice.
The tour guide is unreachable or refuses to accept the defect notice.
There are no photos or witnesses for the defect.

Frequently asked questions

Must I report a travel defect immediately?

Yes. You must report the defect without delay on site to the operator or its tour guide and demand remedy. If you fail to give notice, your reduction claim can lapse. Document the notice.

By how much can I reduce the travel price?

That depends on the type and duration of the impairment. Court decisions and reduction tables provide guidance. The more serious and longer the defect, the higher the reduction. The individual case is decisive.

What if the operator does not help?

Document the unsuccessful demand for remedy. If the defect remains, you can reduce the price after the trip and, for serious defects, demand damages. For particularly severe defects, even termination on site was possible.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.