The tour operator in the country concerned may also be covered by more stringent rules than those of the Directive.
In the following you will find a description of some of the most important rules that all countries must have implemented as a minimum according to the EU Package Holiday Directive:
- Brochures.
- Before the agreement is made.
- Before departure.
- Price.
- Transfer of the package tour.
- Especially about changes and cancellation of the package tour.
- Where to complain about a package tour bought in another EU country.
Brochures
If the tour operator offers a brochure it must contain clear information on, among other things:
- Price of package.
- Destination, itinerary and mode of transport.
- Type of accommodation.
- Any meals included.
- Standard information on passport and visa requirements.
- Deadline for payment.
The information in the brochure is binding on the operator or agent if you are not given clear information on changes before the conclusion of the agreement. In such cases, the brochure must also contain information to the effect that changes may be made.
Before the agreement is made
Before the agreement is made the tour operator must give you standard information in writing about passport and visa requirements in the country concerned and any deadlines in this connection.
The tour operator must also inform you of any vaccinations etc that are necessary in connection with the tour and the stay.
Prior to departure
Before departure, the operator will provide information on, among other things:
- Dates and locations of stopovers during the trip, transport and seat reservations.
- Name, address and telephone number of the offices of the local representative of the tour operator or agent or at least a telephone number to be used in case of emergencies.
- Certain extra information regarding travel for minors.
- Information on voluntary insurance.
Price
The agreed price of the package tour must not be altered unless clearly stated in the agreement and, then, only due to changes in transport costs, taxes, duties and exchange rates.
The price of the package tour cannot be increased within the last 20 days before the agreed time of departure.
Transfer of the package tour
According to the EU Package Holiday Directive, you may transfer the package tour to somebody else if you notify the tour operator or agent in reasonable time before departure. The person to whom you transfer the tour must meet all necessary conditions for participating in the tour, and you will be jointly liable to the seller for any balance or additional expenses connected with the transfer.
Especially about changes and cancellation of the package tour
You should be aware that, according to the EU Directive, you are only entitled to cancel your tour if the operator makes significant changes before departure. The operator must notify you as soon as possible about the change and you may choose to cancel the agreement at no cost or accept a supplementary agreement that specifies tour changes and how they affect the price.
Thus, you are not entitled to cancel your tour under the Directive unless the operator has made significant changes to the agreement.
On this point the Danish Package Tours Act places you in a better position, allowing you to cancel the tour against payment of a fee. The Package Tours Act only applies to tour operators in Denmark.
You can always contact the European Consumer Centre in case you have any questions about purchases of package tours in another EU country.
How to complain about a package tour bought in another EU country
If you wish to complain about a package tour you have bought from a tour operator in another EU country your first step must always be to file the complaint directly with the tour operator. We recommend that you file your complaint in writing/by email as this will enable you subsequently to prove that you have complained.
If you do not find a solution together with the seller you can contact the European Consumer Centre which can advise you on your other options.
The European Consumer Centre is part of a European network of consumer centres which cooperate across the borders to help consumers with problems in connection with purchases across the EU borders.
The European Consumer Centre has an office in all EU countries which help both their own and other EU citizens. The European Consumer Centre is funded by the National Consumer Agency and the EU Commission.
Contact the European Consumer Centre.