The passenger rights listed on this website are valid for package tours purchased before 1 July 2018. If your travel package is bought from 1 July 2018, select the page "Travel package"
1. Complain about package tour deficiencies already on site
Sometimes, travel packages (holidays or tours) do not correspond to expectations. Examples include the hotel being changed for one that is of lower quality than has been agreed or is situated further from a location that is important for the traveller; paid-for tours not being arranged; there being no air conditioning, contrary to what was agreed, etc.
It is important for the consumer to complain immediately about deficiencies that can be addressed during the holiday. The consumer loses the right to demand a discount if a complaint regarding an issue that could have been corrected during the holiday is not sent until after the return.
If there is no tour guide or other representative of the tour operator onsite, the complaint must be addressed to the service provider (e.g. hotel) used by the tour operator. Be prepared to provide proof of having contacted the service provider (e.g. hotel staff).
The tour operator must fix the deficiency without delay at the operator’s own expense.
- The operator is entitled to refuse to make good the deficiency, if doing so would cause unreasonable costs or inconvenience.
- The traveller may also refuse to have the deficiency made good, if it would cause the traveller significant inconvenience.
If the reported deficiencies are not fixed during the holiday, the consumer may demand a discount after returning home.
Although it can be upsetting to have a part of a holiday ruined due to a deficiency, no monetary compensation is provided for trouble and upset. Compensation can only be provided for concrete things that did not go as agreed.
The traveller has the right to receive a discount that corresponds to the magnitude of the deficiency if a travel package was not in accordance with agreement or if the deficiencies were not addressed during the holiday.
Submit a written complaint to the tour operator within two months of the end of the holiday. Itemise the specific issues for which you are demanding compensation and present a clear demand for compensation. A submitted feedback form on the holiday does not constitute a complaint to which the tour operator is obliged to respond.
Travellers also have the right to be compensated for personal, material or financial damages caused by the actions of the tour operator or one of its service providers (e.g. a transport company or hotel).
The tour operator is not liable for damages caused by force majeure or another unpredictable reason for which the tour operator or its service provider could not have prepared (e.g. wars, natural disasters, epidemics, strikes or similar events). Nor is the tour operator liable for damages caused by the travellers themselves.
You do not have to accept a gift voucher or a discount from a new holiday booking as compensation, although in some cases this may be worth considering, as the value can be higher than the compensation recommended by the Consumer Disputes Board.
Entitlement to discounts due to flight delays
In the case of package travel, travellers may be entitled to discounts if their flights are delayed or if the return trip is brought forward. Discounts may apply for example if:
- the duration of the trip was shortened within certain limits defined in the package tour terms.
- the return journey was delayed (according to statements given by the Consumer Disputes Board, the entitlement to a discount may apply if a flight is delayed by more than seven hours or if a daytime flight is switched to a night-time one).
The tour operator must also compensate travellers for loss of income and additional accommodation costs caused by delays in the return, if the delay was due to negligent actions on the part of the tour operator or another business (such as a transport company or hotel) contracted by the tour operator to fulfil its contractual duties in arranging the package travel.
Please note! If your flight is delayed or cancelled or you are denied access to the flight, you are entitled to the same compensation and care accorded by European decree as those who book scheduled flights independently. If you demand compensation based on your rights according to the EU decree, you must address your demands directly to the airline operating the flight in question.
Read more about your rights as an airline passenger.
We have created templates for complaining about deficiencies in services.
Filing a complaint with a company
If your complaint to the company is unsuccessful, contact the consumer advisors
Assistance for consumers is provided by consumer advisors and the European Consumer Centre. Select the option that applies to your complaint:
Matter concerning a Finnish business (the service is in Finnish and Swedish)
Matter concerning a non-Finnish business