Verified: 9 April 2026 02:00 am CET
Industry: Hospitality & Tourism (Tour Operator)
Jurisdiction: France
Primary Regulator: Médiation Tourisme et Voyage (MTV)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target users with “spoofed” phone calls pretending to be Club Med booking support to steal payment details under the guise of “confirming your excursion deposit” or “upgrading your flight.” Authentic Club Med staff will never ask you to read your full credit card number over the phone.
Level 1: Customer Support (Service Relations Clients)
- How to complain: Your first legal step is to establish a paper trail regarding the ruined holiday, cancelled flight, or poor resort conditions. Under the French Code du Tourisme, Club Med is strictly liable for every element of a package holiday. You can log your complaint directly through the official Club Med post-stay contact form, or call their dedicated Service Client line at 01 53 35 35 53.
- Availability: The telephone hotline generally operates Monday to Friday from 9:00 AM to 7:00 PM (CET), and Saturday from 9:00 AM to 6:00 PM (CET).
- Timeline: The service team generally aims to provide a personalized response within a few business days, but legally they have up to 30 days to process a standard travel dispute.
- Source Verification: Club Med France - Nous Contacter
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the Service Relations Clients ignores your claim, refuses to compensate you for a major package failure, or attempts to illegally deflect blame to an airline, you must formally escalate it by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR).
- Address: You must address your formal legal notice directly to their global headquarters: Club Méditerranée SA, Service Relations Clients, 11 rue de Cambrai, 75957 PARIS CEDEX 19, France.
- Timeline: The legal expectation for a tour operator to provide a substantive, final response to a formal written notice in France is generally 15 to 30 days.
- Source Verification: Mentions Légales - Club Med
Level 3: Regulatory Authority / ADR (Médiation)
- Travel & Package Disputes: Do not use SignalConso for individual holiday refunds. For unresolved commercial disputes with a French tour operator (including issues with flights, resorts, or activities booked as a package), you must file your dispute directly with the designated hospitality ombudsman: the Médiateur du Tourisme et du Voyage (MTV).
- Systemic Fraud Reporting: Only use SignalConso if reporting massive, systemic commercial fraud (like completely fabricated resort amenities) or severe health code violations at a property.
- Timeline: You can open a mediation case only after you have received a negative written response from the Club Med headquarters, or if 60 days have passed with no response. You can file online at
mtv.travel. - Source Verification: Médiation Tourisme et Voyage (MTV)
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (LRAR to Club Med SA) and proof that you attempted MTV mediation before a French judge will hear a civil case.
- Filing the Lawsuit: For direct disputes involving amounts under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: Justice.fr - Saisir le tribunal judiciaire
Community Action: Is Club Med trying to blame the airline to avoid paying your compensation, or are you looking for the correct legal templates to draft a Mise en Demeure to their Paris headquarters? Reply below (do not share your passwords, bank details, or your precise booking reference numbers), and our consumer advocacy community will point you to the right resources!