Travel packages – complaints

According to the Directive EC n. 90/314, “Travel package” means those means the pre-arranged combination of not fewer than two of the following when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: transport; accommodation; other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.

Both the seller and the travel package organizer are liable in the case of failure to perform or improper performance of the services involved in the package, according to their own duties. The tour operator is liable for service quality and also for any fault of the suppliers he chose (hotel managers, air companies, tourist  guides). On the other hand, the travel agency is liable for all matters related to the sale, such as the booking or the information provided.

In the case of failure to perform or improper performance of the services involved in the package, you have 10 working days in order to lodge a complaint to the tour operator (or to the travel agency) asking for a compensation.

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