EasyJet Holidays misled customers by advertising a 'wellness retreat' with spa facilities that did not exist, leaving travelers without promised amenities. This case highlights the importance of understanding your rights under the Package Travel and Linked Travel Arrangements Regulations 2018.
When a holiday is materially different from what was advertised, travelers are entitled to compensation. In this instance, a couple booked a £1,070 week at the Vasia Sea Retreat in Sissi, Crete, expecting a gym for knee rehabilitation and spa access for relaxation, only to find both facilities were closed.
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What Happened with EasyJet Holidays?
The couple discovered upon arrival that the spa, gym, and fitness classes were based at a sister hotel closed for refurbishment. EasyJet offered alternatives at two other hotels, an hour round trip away, requiring separate trips for each activity. This was not equivalent value and ruined the relaxing holiday they paid for.
EasyJet Holidays continued advertising the non-existent facilities for two weeks after complaints. The initial compensation offer of £160 was raised to £500 only after the consumer champion intervened, citing the 2018 regulations.
Your Rights Under Package Travel Regulations
Under the Package Travel and Linked Travel Arrangements Regulations 2018, if a holiday is significantly different from what was advertised, you are entitled to compensation for the difference in value and any distress caused.
| Issue | Consumer Right |
|---|---|
| Missing spa/gym | Claim difference in value + compensation for frustration |
| Misleading advertising | Report to Trading Standards or CAA |
| Inadequate compensation | Reject low offers; escalate to ABTA or legal action |
The couple was initially offered only 10% refund (£107) for 'frustration,' then £160, which barely covered the inconvenience. After intervention, they received £500—still less than half the holiday cost.
Key Takeaways for Travelers
- Always read the fine print on package holiday descriptions, especially for amenities like spas and gyms.
- Document everything: take photos, save screenshots of ads, and keep all correspondence.
- Know your rights under the Package Travel Regulations 2018—you can claim for material differences.
- Don't accept lowball offers; escalate to consumer champions, ABTA, or legal experts.
- Check reviews on platforms like Trustpilot before booking wellness retreats.
FAQ
Can I get a refund if my holiday lacks advertised facilities?
Yes, under the Package Travel Regulations 2018, you can claim compensation for a material difference between the advertised holiday and what you received. This includes missing spas, gyms, or other key amenities.
What should I do if EasyJet Holidays misleads me?
First, document the differences with photos and screenshots. Then, contact EasyJet Holidays formally, citing the 2018 regulations. If they offer low compensation, reject it and escalate to the CAA, ABTA, or a consumer rights expert.
How much compensation can I expect for a ruined wellness retreat?
Compensation varies, but you are entitled to the difference in value between the holiday paid for and what you received, plus damages for distress. In this case, the couple received £500 on a £1,070 booking, but fair compensation could be higher.
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