Can they actually do that? Your travel questions answered

Travel companies love terms and conditions. But when you’re stuck at an airport, arguing over an extra baggage charge for a suitcase shaped like a dinosaur, or being charged extra just to sit with your child, it’s hard to know what’s actually allowed, and what isn’t. The frustrating answer is that sometimes companies can do things that feel unfair. But you also have more rights than you probably realise.

Here’s what airlines, hotels and holiday companies can, and can’t legally get away with.

Can airlines charge you to sit with your child?

Technically, yes, but airlines are expected to seat children near their parents wherever possible. UK rules don’t currently force airlines to provide free family seating in every situation. That means some airlines charge extra if you want to choose seats in advance. However, the Civil Aviation Authority says airlines should aim to seat children with accompanying adults wherever possible, especially younger children.

In reality:

• some airlines automatically allocate seats together
• some require you to pay
• others only separate families if flights are very full

If you’re travelling with children:

• check seating policies before booking
• check in as early as possible
• avoid leaving seat allocation until the airport

If an airline separates young children from parents unnecessarily, it’s worth complaining, airline staff will usually accommodate where they can.

What about passengers with accessibility needs?

Airlines, airports, hotels and holiday companies must make reasonable adjustments for disabled passengers and people with accessibility needs. That can include assistance through the airport, help boarding, accessible rooms, priority support, or seating arrangements where needed for safety or care.You shouldn’t usually be charged extra for essential assistance. But you may need to request support in advance and provide relevant details, especially for mobility equipment, medical devices or specialist accommodation needs.

If assistance is refused, poorly handled or not provided as agreed, complain in writing and keep evidence of what happened.

Can airlines refuse compensation for delays?

Sometimes yes, but not always. If your flight is delayed by more than three hours and the airline is responsible, you could be entitled to compensation under UK law.

But airlines often reject claims by blaming:

• bad weather
• air traffic control
• strikes
• “extraordinary circumstances”

The key issue is whether the delay was genuinely outside the airline’s control.

You can usually claim compensation if delays were caused by:

• staffing problems
• technical faults
• operational failures

Compensation depends on:

• delay length
• flight distance
• cause of disruption

Even if compensation isn’t available, airlines still have duties during long delays, including:

• food and drink
• accommodation if needed
• transport to hotels

If your claim is rejected and you think the airline is wrong, escalate it rather than giving up immediately.

You can also use Resolver’s free flight delay checker to see whether you may be entitled to compensation and understand your next steps before raising a complaint.

Can airlines charge for cabin bags?

Yes. Budget airlines increasingly charge separately for cabin baggage, especially larger bags stored in overhead lockers.

Usually:

• one small personal item is included
• larger cabin bags cost extra

The rules vary massively between airlines, which is why many passengers get caught out at the gate. The important thing is transparency.

Airlines must clearly explain:

• baggage allowances
• dimensions
• fees

…before you book.

If charges weren’t clearly displayed, or staff apply rules inconsistently, you may have grounds to complain.

Can hotels keep your deposit?

Sometimes. Hotels can keep deposits if:

• booking terms allowed it
• you cancelled outside the refund window
• you caused damage

But they can’t simply keep money unfairly or without explanation.

Problems often happen when:

• cancellation policies weren’t clear
• deposits become “non-refundable” unexpectedly
• hotels refuse refunds after unavoidable disruption

Always check:

• cancellation windows
• refund terms
• whether bookings are flexible or non-refundable

And if a hotel refuses to explain deductions or ignores complaints, challenge it.

Can holiday companies change prices after booking?

Sometimes, but there are limits. Package holiday providers can increase prices after booking in certain circumstances, including:

• fuel cost increases
• tax changes
• exchange rate movements

However, strict rules apply. If the increase is significant, usually more than 8%, you may have the right to:

• cancel without penalty
• accept an alternative holiday
• receive a refund

Travel companies must also clearly explain:

• why prices changed
• how increases were calculated

Unexpected charges hidden in small print are worth questioning.

Can travel insurers refuse claims over small mistakes?

Unfortunately, yes. Travel insurers regularly reject claims because:

• medical conditions weren’t disclosed
• policy terms were misunderstood
• paperwork was incomplete
• travellers missed deadlines

Even small errors can cause problems. 

Common examples include:

• forgetting to declare medication
• entering incorrect travel dates
• failing to report theft quickly enough

That’s why it’s important to:

• read policies carefully
• disclose medical information honestly
• keep receipts and evidence
• report incidents immediately

But insurers can’t reject claims unfairly or misleadingly. If you think a claim was rejected unreasonably, challenge the decision.

Can hotels refuse refunds for cancellations?

Yes, if the booking terms allowed it. Non-refundable bookings are usually legally enforceable. But hotels still need to make terms clear before you book.

Problems often happen when:

• cancellation terms were hidden
• policies were misleading
• hotels refuse refunds during exceptional circumstances

Flexible bookings usually offer more protection, but cost more upfront.

If you need to cancel:

• contact the hotel immediately
• ask whether dates can be changed instead
• check whether travel insurance covers cancellation

Can airports charge for drop-offs?

Yes. Many UK airports now charge drivers for dropping passengers near terminals.

Airports argue the fees help:

• reduce congestion
• manage traffic
• improve air quality

Critics say they’ve become another unavoidable travel charge.

Airports must clearly display:

• charges
• payment methods
• penalty rules

before drivers enter restricted areas.

If signage is confusing or penalties seem unfair, you can challenge them.

Can airlines overbook flights legally?

Yes. Airlines routinely overbook flights because they expect some passengers not to show up.

When too many people arrive, airlines may:

• ask for volunteers
• offer vouchers or upgrades
• deny boarding

If you’re denied boarding against your will, you may be entitled to:

• compensation
• rerouting
• refunds
• meals and accommodation

The amount depends on:

• flight distance
• delay length
• alternative arrangements

If you’re bumped from a flight, don’t assume vouchers are your only option.

Can holiday rentals ignore complaints?

No, but getting action can still be difficult.

If you booked through:

• Airbnb
• Booking.com
• Vrbo
• another platform

you still have consumer rights.

You can complain if:

• properties were unsafe
• listings were misleading
• promised facilities didn’t exist
• accommodation was significantly different from descriptions

The challenge is often enforcement.

That’s why it’s important to:

• document problems immediately
• take photos
• contact hosts in writing
• report issues through the platform quickly

If platforms or hosts ignore serious issues, escalate complaints formally.

Travel companies can legally charge for more things than most people expect. But “it’s in the terms and conditions” doesn’t automatically make something fair.

The most important thing is knowing:

• what your rights actually are
• when companies are relying on confusion
• and when it’s worth pushing back

Because many travellers lose money simply because they assume they can’t challenge bad treatment. The rules around complaints, refunds and consumer rights can feel confusing, and companies often rely on that confusion.

If you’re unsure where you stand, check Resolver’s free consumer rights guides for plain English advice on everything from refunds and subscriptions to travel, broadband and banking.

And if you’re already stuck in a dispute or struggling to get a response from a company, you can raise a complaint for free through Resolver. Resolver helps you track your case, escalate complaints and keep everything in one place.

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