Answer:

As your flight was to another European country, you should be automatically entitled to compensation from the airline. 
 
Also, as it was delayed overnight, then you should have received meals and refreshments, two free telephone calls (or emails or faxes), accommodation in a hotel and transfers.
 
Had you decided to go home rather than continue with your journey then you would also receive the cost of your ticket.
 
If, however, the delay was caused by weather conditions or security risks, then the airlines do not always have to pay out.
 
If you were on a package holiday, then the tour or travel operator should follow the policy for delays printed in the brochure.  It might be helpful to take a copy of the brochure on holiday with you.
 
The rules are slightly different for travel to and from countries outside the EU. Check with your local CAB adviser to find out your position.
 
You could also check your travel insurance policy to see if delays or cancellations are covered.  Some insurance companies require you to make a claim within 28 days of the delay.  This would be a separate claim to any compensation that you might receive from the airline.
 
It would also be very helpful to keep a note of the times and the information that you got from the airline, together with all your receipts.
 
When we finally got to our hotel, it looked nothing like the picture in the brochure. There was no pool and there was still building work going on. Can I do something about this too? 

If you feel that the description of the hotel was wrong or misleading, then you may be able to claim compensation.
 
If it was a package holiday, then the tour operator is the one responsible for putting it right as son as possible, including transferring you to alternative accommodation if it is available. 
 
Let your tour rep know as soon as possible if you are not happy. 
 
If it was not a package holiday, then you may be able to claim compensation from the hotel directly. 
 
It is easier to claim compensation from companies or organisations within the European Union. If you went to a hotel outside the EU, it is still possible, but it may be more difficult to claim compensation.
 
If the picture of the hotel was from advertising or publicity material, then you would probably not be able to claim compensation if the actual hotel you stayed in was not to your expectations.

This is because advertising and publicity material generally do not form part of the contract between you and the hotel when you make the booking.
 
Take some photos of the differences so that you can show these to the hotel or company concerned and compare them to the pictures in the brochure.


This article is intended as a guide only. Please do not rely on this guide for advice in your personal situation. If you have any specific concerns or questions about how the rules could help you, then the Citizens' Advice Bureau may be able to help.

The CAB service is a network of independent charities that helps people resolve their money, legal and other problems by providing advice and information and influencing policymakers. The advice provided by the CAB is free, independent, confidential and impartial and open to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.

Sudbury and District Citizens' Advice Bureau, Belle Vue, Newton Road, Sudbury CO10 2RG, telephone 01787 374671, fax: 01787 881564, email: contact@sudburycab.org.uk.

Further information on other debt, welfare and consumer issues can be found on www.adviceguide.org.uk.