Pack a little consumer know-how
Knowing your rights before your package holiday begins
can help sort out any hiccups while away
emma from luxembourg
booked an all-
inclusive holiday to Thailand with a Dutch
online travel operator. But the 'paradise'
was not as advertised. The hotel was not at
all like that described in the brochure, the
drinks were not included in the price, and
the most exciting excursion to Chiang Mai
was cancelled. Emma felt deceived.
About to set off on a long package
holiday? Worried about unhappy surprises?
Sit back and relax: EU consumer legislation
protects you in case something goes wrong.
Whether you are going on a wine tasting
tour in France or planning a luxury cruise
the world, don't forget to check
the details about what is covered by the
package. After signing the contract, you
have the right to withdraw without penalty
the tour operator as soon as you get back
home. Should the operator be established
in another country, the European Consumer
Centres' Network has offices in every EU
Member State, Norway and Iceland, and is
on hand to offer free professional consumer
advice and assistance.
Let's quickly return to Emma.
Back home, she claimed compensation
from the tour operator without success.
Emma turned to the European Consumer
Centre in Luxembourg, which shared
the case with their colleagues
in the Netherlands. Finally, she got
a 50% refund of the total cost.
The European Consumer Centres (ECC)
receive around 32,000 complaints each
year, of which over 50% are resolved
amicably. Remember to contact your
national ECC when you can't come to a
direct agreement with your tour operator
over an unrespected travel agreement.
ec.europa.eu/ecc-net
if a substantial change occurs, such as a
significant increase in the price. In that
case, you can then choose between an
alternative package or reimbursement.
Upon arrival, a local agent, whose contact
details must be included in your travel
documents (or at least an emergency
telephone number if such an agency
doesn't exist), should be on hand to
assist you with any questions you may
have. Failure to provide the promised
services should result in an offer for an
equivalent alternative at no extra cost, or
compensation where appropriate.
If something happens that is not in
keeping with your travel agreement, try to
claim your rights directly on the spot and, if
this does not work, lodge a complaint with
EuropeanConsumer Centres' Network:
•
Offers professional advice on
consumer rights
•
Assists with complaints
•
Contacts foreign traders
•
Is based in 29 countries – all EU
member states, Norway and Iceland
•
Is free of charge for consumers
•
Is co-financed by the European
Commission and national governments
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