Why this answer
What actually matters
- Confirm that the booking is a package under the regulations.
- Notify the organiser promptly and request a remedy.
- Document any lack of conformity and its effect.
- Keep reasonable self-help costs where the organiser fails to act.
Important nuance
When the statement may have a point
- A linked travel arrangement is not necessarily a package.
- The organiser may have defences or rights of recovery against the supplier.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Booking confirmation, itinerary and passenger details
- Scheduled and actual departure and arrival times
- Cancellation or delay notices and stated reason
- Receipts for necessary and reasonable replacement costs
If they still refuse
Move the dispute forward.
- Identify whether you are claiming a refund, rerouting, care expenses, fixed compensation or a package remedy.
- Put the claim to the airline, organiser or other contracting party with an itemised calculation.
- Use approved ADR, the CAA route, card protection or court action where the particular dispute permits it.
Read the full rules
Go deeper before escalating.
Official sources