Sometimes, travel packages (holidays or tours) do not correspond to your expectations. Examples include the standard of the hotel not corresponding to what has been agreed; promised tours not being arranged; there being no air conditioning, contrary to what was advertised, etc. In such a case, inform the tour operator about any deficiencies and shortcomings you experience as soon as possible so that you do not lose the right to compensation.
In the case of a package tour, the tour operator is responsible for the services included in the trip, such as transport and accommodation. If there is no tour guide or other representative of the tour operator on site, report any problems to the service provider (e.g. hotel) used by the tour operator.
It is advisable to make a complaint verbally and in writing so that you can show that you have reported the problem if the matter is not rectified.
- If the deficiencies are not fixed during the holiday, you may demand compensation after returning home. If the deficiency is not rectified without delay or the deficiency cannot be made good, you may, for example, demand a discount that corresponds to the magnitude of the deficiency.
- If only after the trip you make a complaint about a deficiency that could have been rectified during your holiday, you may lose your right to compensation.
A package tour is usually a combination of travel services bought as a package. A package tour consists of, for example, a
- flight & hotel
- hotel & travel service, such as a formula ticket, diving course or car hire
- package tour tailored to the traveller's wishes, retailed by a travel agency
Package tour deficiencies and complaining