Clear and accurate information.
Before booking a package trip, the point of sale (the web or booking application, for example) or the travel agency should provide standardized information about the trip:
- The destination of the trip (itinerary, dates and length of stay, detailed information on transfers, visits or excursions) and a list of services included.
- The name and contact information of the organizer of the package travel and, when sold through a retailer, of the retailer.
- The total price, including all taxes, and, where applicable, all additional fees and payment methods.
- Information on how to terminate the contract before the start of the package travel in exchange for payment of a reasonable penalty.
- Information on passport and visa requirements.
- Information on the procedures for handling claims, alternative dispute resolution mechanisms and, where appropriate, the alternative litigation resolution entity, and the online dispute resolution platform.
Clear information on traveler's rights should also be provided on a standard form of the European Union indicating that a package trip is being offered.
Modification or termination of the contract.
Increase in price. The organiser may increase the price of the package only if specific costs rise (for example, fuel prices). This must be clearly explained in the contract and cannot be applied any later than 20 days before the start of the package. If the price increase is more than 8% of the total price of the package, you have the right to end the package contract without a termination fee.
If you cannot travel you may:
- Transfer the package to another person: under certain conditions, you can transfer your package to another person, although you can be charged a reasonable fee for this, up to the actual cost incurred by the organiser to transfer your package travel contract.
- Terminate the contract: the organiser may however deduct a reasonable fee from your refund, depending, in particular, on the timing of your cancellation.
These rights are independent of any rights you may have under a cancellation insurance policy that you have taken out.
Cancellation by the organiser. Under normal conditions, if the organiser cancels the sale before the start of your package, you are entitled to a refund and compensation, where appropriate.
Cancellation in exceptional circumstances. If a natural disaster occurs or if there are serious security problems at your holiday destination that are likely to affect the package, the organiser may cancel the package. As a traveller, you are also free to cancel your package free of charge for the same reasons. In these cases, you are entitled to a full refund of any payments you've made but you are not entitled to additional compensation.
Liability for proper performance of travel services.
The organiser is responsible for the proper performance of all travel services included in your package.
If a travel service can't be provided as agreed, for example if a provider can't carry out an agreed service or can't do so in the agreed form (such as providing transport to or from your destination, providing the agreed type of accommodation, or carrying out a guided tour that you booked), the organiser has to resolve the problem at no extra cost to you.
If it is impossible to make alternative arrangements or you reject the arrangements offered to you on valid grounds, and the package includes your transport, the organiser must offer to repatriate you. If the travel services do not reach the agreed standards and this cannot be resolved on the spot, you may also be entitled to compensation.
Assistance to travellers.
If you get into difficulty during your package holiday, for example if you have health problems or lose your passport, the organiser has to give you assistance, such as information on health services or on consular assistance, and should help you find alternative travel arrangements if necessary.
Right of withdrawal.
The traveler has a period of 14 calendar days to exercise their right of withdrawal without need of justification when the travel has been contracted outside the commercial establishment, for example, if it has been made online.