The organizer is responsible for the provision of the travel services included in the package travel contract, regardless of whether these services are provided by the organizer or other travel service providers.

The traveler can address complaints regarding the service to the retailer from whom the service was purchased, and the retailer will forward the complaint to the organizer.

If a significant portion of the travel services cannot be provided, the organizer must offer appropriate alternative solutions to the traveler at no additional cost. If the offered alternative solutions result in a reduction in the quality of the trip, the organizer must provide an appropriate price reduction to the traveler.

The traveler is obligated to inform the organizer about any non-compliance encountered during the trip. The organizer must address the non-compliance unless:

• It is impossible;
• It involves disproportionate costs.

If the organizer does not address the non-compliance, the traveler can do so independently and request reimbursement for necessary expenses.

Unless the organizer proves that the non-compliance was caused by the traveler, in the case of unresolved non-compliance, the traveler has the right to:

• A corresponding price reduction (for the period during which the non-compliance occurred);
• Appropriate compensation for any losses suffered by the traveler as a result of the non-compliance.

Important!

The statute of limitations for filing claims in EU Member States is no shorter than two years.

If the package service includes passenger transport, the organizer must also ensure the repatriation of the traveler with equivalent transport in case of non-compliance.

If, due to extraordinary circumstances, the traveler’s return cannot be ensured, the organizer will cover the accommodation costs for a period not exceeding three nights for a single traveler.