While booking the package holiday deal, the traveler must receive a copy of the travel contract that contains all the relevant trip information. This contract should mention the travel destination, holiday duration, transport type, departure times and places of visit. The contract should contain accommodation details such as location and category and indicate whether the traveler requires a passport and visa(s) for travel. Apart from this, the contract should explain how and when the package holiday could be cancelled, along with tour itineraries, taxes or compulsory charges, and complaints procedure. If the travel is being planned to locations that require vaccinations, the package holiday contract should mention that as well.
If the tour operator cancels the holiday or alters the tour plan significantly, the operator must provide a replacement holiday of the same or better quality, or a lower grade holiday while refunding the price difference. In the event that the tour operator is not able to offer either of these, then a full refund is the traveler's right. In addition, the tour operator is not allowed to change the pricing within 20 days before the departure date. The tour operator can cancel the trip owing to an unforeseen event or if they've failed to get the number of people required for the tour to take place. However, even in this case, the traveler is due a refund or replacement holiday.
The package holiday contract should also outline the complaints procedure. If the traveler has a complaint while on the holiday, the traveler should be able to report the issue to the local holiday representative or trip organizer. Before travel, the traveler should obtain a complaint form and retain copies of any submitted complaints. If the traveler is not happy with the complaint resolution, he or she can submit evidence of problems such as pictures or video footage, and lodge a written complaint to the tour operator within 28 days of the trip. If there's no response to two written complaints, the traveler can take the complaint to court.
Out of convenience, many travelers opt for the package holiday and the insurance from the same operator, but it is possible to buy this elsewhere as well. The tour operator should indicate that the traveler could opt to purchase insurance from a different insurance carrier than the one that the operator uses.
