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Algemene REISVOORWAARDEN Namila V.O.F.
In deze Reisvoorwaarden wordt verstaan onder:
a. Reisorganisator; degene die, in de uitoefening van zijn bedrijf, op eigen naam aan het publiek of aan een groep personen van te voren georganiseerde reizen aanbiedt.
b. Reisovereenkomst; de overeenkomst waarbij een reisorganisator zich jegens zijn wederpartij verbindt tot het verschaffen van een door hem aangeboden van te voren georganiseerde reis die een overnachting of een periode van meer dan 24 uren omvat alsmede tenminste twee van de volgende diensten:
3. een andere, niet met vervoer of verblijf verband houdende toeristische dienst, die een significant deel van de reis uitmaakt;
A. de wederpartij van de reisorganisator, of
B. degene te wiens behoeve de reis is bedongen en die dat beding heeft aanvaard, of
C. degene aan wie overeenkomstig artikel 8 van deze voorwaarden, de rechtsverhouding tot de reisorganisator is overgedragen.
d. Boekingskantoor; het bedrijf dat tussen de reiziger en de reisorganisator bemiddelt bij het sluiten van de reisovereenkomst.
e. Werkdagen; de dagen maandag tot en met zaterdag, uitgezonderd erkende feestdagen.
f. Kantooruren (uitgezonderd erkende feestdagen)
ARTIKEL 1 TOTSTANDKOMING EN INHOUD OVEREENKOMST.
Artikel 1, lid 1
De overeenkomst komt tot stand door aanvaarding door de reiziger van het aanbod van de reisorganisator. De aanvaarding kan hetzij rechtstreeks, hetzij via bemiddeling van een boekingskantoor plaatsvinden.
Na totstandkoming van de overeenkomst ontvangt de reiziger schriftelijk of langs elektronische weg een bevestiging hiervan, eventueel in de vorm van een factuur.
ARTIKEL 2 BOEKING
Artikel 2, lid 1
Het aanbod van de reisorganisator is vrijblijvend en kan zo nodig door deze worden herroepen. Herroeping dient zo spoedig mogelijk, doch uiterlijk binnen 2 werkdagen na aanvaarding te geschieden onder opgaaf van redenen. Herroeping wegens correctie van fouten in de reissomberekening is toegestaan; herroeping wegens verhoging van de reissom dient te voldoen aan de vereisten van artikel 4.
Artikel 2, lid 2
a. De reiziger verstrekt het boekingskantoor of de reisorganisator voor of uiterlijk bij het sluiten van de overeenkomst alle gegevens omtrent hemzelf en de door hem aangemelde reizigers die van belang kunnen zijn voor het sluiten of de uitvoering van de overeenkomst. Tevens vermeldt hij bijzonderheden omtrent de hoedanigheid of de samenstelling van de door hem aangemelde groep reizigers die van belang kunnen zijn voor de goede uitvoering van de reis door de reisorganisator.
b. Indien hij in deze informatieplicht tekort schiet en dit tot gevolg heeft dat deze reiziger(s) door de reisorganisator van (verdere) deelname van de reis overeenkomstig het bepaalde in artikel 15 lid 2 wordt (worden) uitgesloten, worden de in dat artikel bedoelde kosten aan hem in rekening gebracht.
Artikel 2, lid 3
a. Degene die namens of ten behoeve van een ander een overeenkomst aangaat (de aanmelder), is hoofdelijk aansprakelijk voor alle verplichtingen die uit de overeenkomst voortvloeien.
b. De (andere) reiziger(s) is (zijn) voor zijn (hun) eigen deel aansprakelijk.
Artikel 2, lid 4
De omvang van de contractuele prestaties volgt uit de prestatiebeschrijving in de destijds geldige publicatie, en de daarin opgenomen algemene informatie of uit een destijds uitgebrachte speciale reisprospectus, evenals uit de daarop betrekking hebbende informatie uit de reisbevestigingspapieren. Indien het gaat om een boeking van een speciale aanbieding, dan is de omvang van de contractuele prestaties beperkt tot de prestatiebeschrijving opgenomen in deze speciale aanbieding, zelfs in het geval de desbetreffende reis of de daarbij behorende prestaties uitgebreider in een destijds geldige publicatie zijn opgenomen. De bemiddelende reisbureaus hebben geen toestemming om buiten de in de publicaties en/of speciale aanbiedingen vermelde prestaties, verdergaande prestaties toe te zeggen, indien hiervoor uitdrukkelijke toestemming is verleend door de reisorganisator. Deze toezeggingen zijn in elk geval dan pas contractueel, wanneer de reisorganisator hier een schriftelijke bevestiging van geeft. Kennelijke fouten en vergissingen in een publicatie binden de reisorganisator niet.
Artikel 2, lid 5
Afzonderlijke wensen van reizigers met betrekking tot de reis, welke niet in de publicaties vermeld staan (bijv. een kamer met uitzicht op de zee, aangrenzende kamers, etc.), zijn niet bindend. De reisorganisator zal zich inspannen teneinde hieraan gevolg te geven, tenzij dit in alle redelijkheid niet van hem kan worden gevergd. Toezeggingen in dit geval behoeven de nadrukkelijke schriftelijke instemming van de reisorganisator. Toezeggingen van prestaties door derden, op de plaats van reisbestemming (bijv. met betrekking tot uitstapjes, rondvaarten, sportevenementen, etc.) zijn geen onderdeel van de reisovereenkomst met de reisorganisator.
Artikel 2, lid 6
Bij reizen waarin vervoer is begrepen, de reisduur in de publicatie is vermeld in dagen, zijn de dagen van vertrek en aankomst, ongeacht vertrek- en aankomsttijd, als gehele dagen gerekend. Voor vervoersonderdelen van de reis zullen vertrek- en aankomsttijden worden vermeld in de reisbescheiden. Deze tijden zijn definitief. De reisorganisator kan alleen om gerechtvaardigde redenen en binnen redelijke grenzen van deze tijden afwijken. In dat geval zijn de artikelen 11 en 12 niet van toepassing.
Artikel 2, lid 7
De reisorganisator draagt geen verantwoordelijkheid voor algemene informatie in foto’s, folders, advertenties, websites en andere informatiedragers, voor zover onder verantwoordelijkheid van derden opgesteld of uitgegeven.
ARTIKEL 3 BETALING.
Artikel 3, lid 1
-In geval van boeking tot 42 dagen voor de vertrekdag dient 30% van de reissom bij ontvangst van de bevestiging worden betaald. En de restantbedrag wordt 42 dagen voor vertrek wordt betaald.
Artikel 3, lid 2
Het restant van de reissom moet uiterlijk zes weken voor de dag van vertrek (bij eigen-vervoerreizen voor de aankomstdatum van het eerst geboekte verblijf) in het bezit zijn van het boekingskantoor. Bij niet tijdige betaling is de reiziger in verzuim. Hij wordt daar door of namens de reisorganisator schriftelijk op gewezen en heeft dan alsnog de mogelijkheid het nog verschuldigde bedrag binnen 7 werkdagen te voldoen. Indien betaling ook dan uitblijft, wordt de overeenkomst geacht te zijn geannuleerd op de dag van verzuim. De reisorganisator heeft het recht om de daarvoor verschuldigde annuleringskosten in rekening te brengen. In dat geval zijn de bepalingen van artikel 9 van toepassing en worden de reeds betaalde gelden met de annuleringsgelden verrekend.
Artikel 3, lid 3
Indien de overeenkomst binnen 6 weken voor de dag van vertrek tot stand komt, moet terstond de gehele reissom worden voldaan.
ARTIKEL 4 REISSOM.
Artikel 4, lid 1
De gepubliceerde reissom geldt per persoon, tenzij anders aangegeven. Tevens geldt de reissom ongeacht of de klant wel/niet gebruik maakt van enkele aangeboden prestaties binnen de reis. Indien de klant wenst geen gebruik te maken van sommige onderdelen van de reis, worden deze niet in mindering gebracht op de reissom.
Artikel 4, lid 2
De gepubliceerde reissom is gebaseerd op de prijzen, geldkoersen, heffingen en belastingen, zoals deze de reisorganisator bekend waren ten tijde van het in druk geven van de publicatie.
Artikel 4,lid 3
Zolang de gehele reissom niet is voldaan, heeft de reisorganisator het recht om tot 20 dagen voor de dag van vertrek de reissom te verhogen in verband met wijzigingen in de vervoerskosten (met inbegrip van brandstofkosten), de verschuldigde belastingen, heffingen,nodige prijsverhogingen en de toepasselijke wisselkoersen. Deze verhoging zal de reiziger onverwijld medegedeeld worden. De reisorganisator zal daarbij aangeven op welke wijze de verhoging is berekend.
Artikel 4, lid 4
De reiziger heeft het recht een verhoging van de reissom als bedoeld in het vorige leden af te wijzen. Hij moet - op straffe van verval - van dit recht gebruik maken binnen 3 werkdagen na ontvangst van de mededeling van de verhoging. Indien de reiziger de reissomverhoging afwijst, heeft de reisorganizator het recht de overeenkomst op te zeggen.
ARTIKEL 5 INFORMATIE.
Artikel 5, lid 1
Uiterlijk bij de totstandkoming van de overeenkomst zal door of vanwege de reisorganisator algemene informatie betreffende paspoorten, visa en eventuele formaliteiten op gezondheidsgebied aan de reiziger worden verstrekt. De reiziger zal zelf bij de betrokken autoriteiten de nodige aanvullende informatie inwinnen en tevens tijdig voor vertrek nagaan of de eerder verkregen informatie intussen niet is gewijzigd.
Artikel 5, lid 2
Indien de reiziger de reis niet (geheel) kan maken wegens het ontbreken van enig (geldig) document, komt zulks met alle daaraan verbonden gevolgen voor zijn rekening, tenzij de reisorganisator heeft toegezegd voor dat document te zullen zorgen en het ontbreken daarvan hem kan worden toegerekend of de reisorganisator tekort is geschoten in zijn in het vorige lid bedoelde informatieverplichting. Indien de reiziger vanwege het ontbreken van enig (geldig) document, door eigen nalatigheid, niet kan deelnemen aan de reis, zal de reisorganizator dit zien als een annulering en overeenkomstig annuleringskosten in rekening brengen op grond van het bepaalde in art. 9 lid 1.
Artikel 5, lid 3
De reiziger dient bij vertrek en gedurende de reis in het bezit te zijn van de benodigde documenten, zoals een geldig paspoort, of, waar toegestaan, een identiteitskaart en de eventueel vereiste visa, bewijzen van inentingen en vaccinaties, rijbewijs en groene kaart.
Artikel 5, lid 4
Door of vanwege de reisorganisator zal de reiziger informatie worden verstrekt over de mogelijkheid tot het afsluiten van een annuleringskostenverzekering en een reisverzekering.
Artikel 5, lid 5
De reisorganizator is niet aansprakelijk wanneer de reiziger, vanwege een overtreding van een douaneregeling, verhinderd is om deel te nemen aan een onderdeel van de reis (bijv. vervoer).
ARTIKEL 6 REISBESCHEIDEN
Artikel 6, lid 1
De benodigde reisbescheiden zullen uiterlijk 7 werkdagen voor de dag van vertrek in het bezit van de reiziger worden gesteld, tenzij deze termijn om gerechtvaardigde redenen moet worden overschreden of worden aangepast.
Artikel 6, lid 2
Ingeval een reis wordt geboekt binnen 10 dagen voor de dag van vertrek geeft de reisorganizator of het boekingskantoor aan wanneer en op welke wijze de benodigde reisbescheiden in het bezit van de reiziger worden gesteld. Als de reiziger deze niet dienovereenkomstig ontvangen heeft, meldt hij dit onverwijld bij de reisorganizator of het boekingskantoor.
ARTIKEL 7 WIJZIGINGEN DOOR DE REIZIGER
Artikel 7, lid 1 a-) Wijziging van de boeking
Als u na de totstandkoming van de boeking verzoekt om een wijziging van de vertrek- en terugreisdatum, reisduur, verzorging, vliegmaatschappij, kamerindeling, kamertype, accommodatie, bestemming en reisgezelschap, wordt dit beschouwd als een annulering. Vermindering van het aantal deelnemers wordt beschouwd als een (deel)annulering, waarop artikel 9 van toepassing is.
b-) Wijziging van de boeking ter plaatse
Indien u ter plaatse een wijziging of verandering in de reis wenst aan te brengen, dient u zich te wenden tot de reisleiding. Alle hieraan verbonden kosten moeten ter plaatse worden voldaan. Tevens moet u er rekening mee houden, dat ook voor de gewijzigde terugvlucht veelal opnieuw betaald moet worden. Er is dan geen restitutie van (een gedeelte van) de reissom mogelijk.
Er worden bij naamswijzigingen tot 35 dagen vóór vertrek €50,- kosten in rekening gebracht. Hierna worden naamswijzigingen als annulering beschouwd en gelden de voorwaarden van artikel 9. Voor vliegtickets van lijndiensten Transavia, Tuifly zijn de kosten afhankelijk van de luchtvaartmaatschappij.
Het is van het grootste belang, dat de naam op uw vliegticket overeenkomt met die in uw paspoort of op uw identiteitskaart. Bij een afwijkende tenaamstelling kan de luchtvaartmaatschappij weigeren u in te checken, hetgeen problemen op het laatste moment en extra kosten voor eigen rekening tot gevolg kan hebben. Controleert u dus tijdig of de tenaamstelling op uw boekingsnummer en uw ticket correct is. Er worden bij naamcorrecties (bijvoorbeeld spellingsfouten in de naam) binnen 8 dagen vóór vertrek €50,- kosten per ticket in rekening gebracht. Vanaf 7 dagen vóór vertrek zijn de kosten aanzienlijk hoger en mede afhankelijk van de luchtvaartmaatschappij. Voor vliegtickets van lijndiensten en Transavia, Tuifly zijn ook de kosten afhankelijk van de luchtvaartmaatschappij.
Artikel 7, lid 2
Over het verzoek zal zo spoedig mogelijk worden beslist. Afwijzing zal met redenen worden omkleed en de reiziger onverwijld worden meegedeeld. De reiziger kan de oorspronkelijke overeenkomst handhaven dan wel annuleren. In dat laatste geval is artikel 9 van toepassing. Bij uitblijven van een reactie van de reiziger op de afwijzing van zijn verzoek wordt de oorspronkelijke overeenkomst uitgevoerd.
Artikel 7, lid 3
Vanaf 28 dagen vóór de dag van vertrek zal wijzigingen in het algemeen niet mogelijk zij, hetgeen niet wegneemt dat de reisorganizator toch zal trachten, indien redelijkerwijs mogelijk, de overeenkomst alsnog te wijzigen.
ARTIKEL 8 IN-DE-PLAATSSTELLING
Artikel 8, lid 1
a-) Tijdig voor de aanvang van de reis kan de reiziger zich laten vervangen door een ander. Daarvoor gelden de volgende voorwaarden:
- de ander voldoet aan alle aan de overeenkomst verbonden voorwaarden; en
- het verzoek wordt uiterlijk 7 kalenderdagen vóór vertrek ingediend, dan wel zo tijdig dat de benodigde handelingen en formaliteiten nog kunnen worden verricht; en
- de voorwaarden van de bij de uitvoering betrokken dienstverleners verzetten zich niet tegen deze in-de-plaatsstelling.
b-) De aanmelder, de reiziger en degene die hem vervangt zijn hoofdelijk aansprakelijk tegenover de reisorganisator voor de betaling van het nog verschuldigde gedeelte van de reissom, de in artikel 7 lid bedoelde wijzigings- en communicatiekosten en de eventuele extra kosten als gevolg van de vervanging.
Artikel 8, lid 2
De aanmelder, de reiziger en degene die hem vervangt zijn hoofdelijk aansprakelijk tegenover de reisorganizator voor de betaling van het nog verschuldigde gedeelte van de reissom, de in artikel 7, lid 1 bedoelde wijziging- en communicatiekosten en de eventuele extra kosten als gevolg van de vervanging.
ARTIKEL 9 ANNULERING DOOR DE REIZIGER
Artikel 9, lid 1
Indien een overeenkomst wordt geannuleerd, zijn voor iedere reiziger naast eventueel verschuldigde reserveringskosten annuleringskosten verschuldigd. Voor annuleringen van alle andere overeenkomsten, waarop deze voorwaarden van toepassing zijn, gelden de algemene bepalingen van sectie 1. Indien een reis is samengesteld uit verschillende onderdelen, waarop verschillende annuleringsbepalingen van toepassing zijn, gelden per onderdeel de specifiek hierop van toepassing zijnde bepalingen.
a. bij annulering tot de 42ste dag (exclusief) vóór de vertrekdag: de aanbetaling.
b. bij annulering vanaf de 42ste dag (inclusief) tot de 28ste dag (exclusief) vóór de vertrekdag: 35% van de reissom.
c. bij annulering vanaf de 28ste dag (inclusief) tot de 21e dag (exclusief) vóór de vertrekdag: 40% van de reissom;
d. bij annulering vanaf de 21ste dag (inclusief) tot de 14e dag (exclusief) vóór de vertrekdag: 50% van de reissom;
e. bij annulering vanaf de 14e dag (inclusief) tot de 5e dag (exclusief) vóór de vertrekdag: 75% van de reissom;
f. bij annulering vanaf de 5e dag (inclusief) tot de vertrekdag: 90% van de reissom;
g. bij annulering op de vertrekdag of later: de volle reissom.
Artikel 9, lid 2
De in dit artikel bedoelde annuleringskosten zullen de reissom niet overschrijden.
Artikel 9, lid 3
Het staat de reiziger vrij aan te tonen dat de door de reisorganisator geleden schade minder is dan de in het eerste lid bedoelde bedragen of dat de reisorganisator geen schade heeft geleden.
Artikel 9, lid 4
In geval geen annulering plaatsvindt, maar de reiziger voor in-de-plaatsstelling kiest, is artikel 8 van toepassing.
Artikel 9, lid 5
De voorgaande regels met betrekking tot de annulering gelden uitdrukkelijk ook voor boekingen van enkel een vliegeis, zonder verblijfsarrangementen.
Artikel 9, lid 6
Bij sommige reizen of onderdelen van reizen, bijvoorbeeld cruises, lijndienstreizen en rondreizen, kunnen afwijkende annuleringsbepalingen gelden doch uitsluitend indien deze op duidelijke wijze in de desbetreffende publicatie vooraf zijn vermeld.
Artikel 9, lid 7
a. Het annuleren van een overeenkomst door één of meer reizigers die gezamenlijk voor een verblijf in een hotelkamer, appartement, vakantiewoning of andere accommodatie hebben geboekt, geldt als annulering van alle overeenkomsten, zodat door alle reizigers de bedragen, bedoeld in voorgaande leden, moeten worden betaald.
b. Indien de overblijvende reizigers zulks willen en hun groepsgrootte in de prijstabel voor deze accommodatie voorkomt blijven de respectievelijke overeenkomsten in stand. Het bepaalde sub c is dan van toepassing.
c. De sub b bedoelde reizigers zullen de reissom moeten betalen, zoals deze voor het resterende aantal reizigers in de prijstabel vermeld staat.
d. Indien de overblijvende reizigers een nieuwe overeenkomst voor hetzelfde tijdvak en dezelfde accommodatie willen aangaan, worden de voor de overblijvende reiziger(s) ontvangen annuleringsgelden in mindering gebracht op de nieuwe reissom(men).
Overigens zal het totaalbedrag van annuleringsgeld en verhoogde reissom(men) het totaal van de reissommen voor de oorspronkelijke reizigers nooit te boven gaan.
Artikel 9, lid 8
Een annulering door de reiziger wordt alleen in behandeling genomen op werkdagen tijdens kantooruren. Annuleringen buiten deze kantooruren worden geacht te zijn verricht op de eerstvolgende werkdag. Een annulering per e-mail is niet toereikend, deze dient schriftelijk te geschieden. De reiziger wordt aangeraden een annuleringsovereenkomst af te sluiten.
ARTIKEL 10 OPZEGGING DOOR DE REISORGANISATOR
Artikel 10, lid 1
Artikel 10 Opzegging door Namila V.o.f.
1. Namila V.o.f. heeft het recht de overeenkomst op te zeggen wegens gewichtige omstandigheden.
2. Onder gewichtige omstandigheden worden verstaan omstandigheden die van zodanige aard zijn dat verdere gebondenheid van Namila V.o.f. aan de overeenkomst in redelijkheid niet kan worden gevergd.
3. Indien de oorzaak van de opzegging aan de reiziger kan worden toegerekend, komt de hieruit voortvloeiende schade voor rekening van de reiziger.
ARTIKEL 11 WIJZIGING, EVENTUEEL GEVOLGD DOOR OPZEGGING DOOR DE REISORGANISATOR
Artikel 11, lid 1.
a. De reisorganisator heeft het recht de overeengekomen dienstverlening te wijzigen wegens gewichtige omstandigheden als nader omschreven in artikel 10 lid 2. Deze deelt hij binnen 72 uur (3 werkdagen) aan de reiziger mee, nadat de reisorganisator van de wijziging op de hoogte is gesteld. Vanaf 10 dagen voor vertrek (bij eigen-vervoerreizen voor de aankomstdatum van het eerst geboekte
verblijf) deelt hij deze binnen 24 uur (1 werkdag) mee.
b. Als de wijziging één of meer wezenlijke punten betreft kan de reiziger de wijziging(en) afwijzen.
c. Als de wijziging één of meer niet wezenlijke punten betreft kan de reiziger de wijziging slechts afwijzen indien de wijziging hem tot nadeel van meer dan geringe betekenis strekt.
d. Indien de reisorganisator door de wijziging geld bespaart, heeft de reiziger voor zijn deel recht op het bedrag van die besparing.
Artikel 11, lid 2.
a. In geval van wijziging doet de reisorganisator de reiziger indien mogelijk een alternatief aanbod. Dit doet hij binnen 72 uur (3 werkdagen). Vanaf 10 dagen voor vertrek (bij eigen-vervoerreizen voor de aankomstdatum van het eerst geboekte verblijf) geldt hiervoor een termijn van 24 uur (1 werkdag).
b. Het alternatieve aanbod dient minstens gelijkwaardig te zijn. De gelijkwaardigheid van alternatieve accommodatie moet worden beoordeeld naar objectieve maatstaven en dient te worden bepaald naar de volgende omstandigheden die uit het vervangende aanbod moeten blijken:
− de situering van de accommodatie in de plaats van bestemming;
− de aard en klasse van de accommodatie;
− de faciliteiten die de accommodatie verder biedt.
Bij de hier bedoelde beoordeling moet rekening worden gehouden met:
− de samenstelling van het reisgezelschap;
− de aan de reisorganisator bekendgemaakte en door hem schriftelijk
bevestigde bijzondere eigenschappen of omstandigheden van de betrokken reiziger(s) die door de reiziger(s) als van wezenlijk belang zijn opgegeven;
− de door de reiziger verlangde afwijkingen van het programma of toevoegingen daaraan, die door de reisorganisator schriftelijk voor akkoord zijn bevestigd.
Artikel 11, lid 3.
a. De reiziger die gebruik maakt van zijn recht om de wijziging of alternatief aanbod ingevolge de vorige leden af te wijzen, moet dit binnen 72 uur (3 werkdagen) na ontvangst van het bericht over de wijziging of van het alternatieve aanbod kenbaar maken. Vanaf 10 dagen voor vertrek geldt hiervoor een termijn van 24 uur (1 werkdag).
b. In dat geval heeft de reisorganisator het recht de overeenkomst met onmiddellijke ingang op te zeggen. Hij moet - op straffe van verval - van dit recht gebruik maken binnen 72 uur (3 werkdagen) na ontvangst van de afwijzing door de reiziger. Vanaf 10 dagen voor vertrek (bij eigen-vervoerreizen voor de aankomstdatum van het eerst geboekte verblijf) geldt hiervoor een termijn van 24 uur (1 werkdag).
De reiziger heeft in dat geval recht op kwijtschelding of teruggave van de reissom(of, indien de reis reeds ten dele is genoten, op teruggave van een evenredig deel daarvan) binnen 2 weken, onverminderd zijn eventuele recht op schadevergoeding als bedoeld in lid 4.
Artikel 11, lid 4.
a. Indien de oorzaak van de wijziging aan de reisorganisator kan worden toegerekend, komt de hieruit voortvloeiende schade van de reiziger niet voor rekening van de reisorganisator. Of zulks het geval is, wordt bepaald aan de hand van
b. Indien de oorzaak van de wijziging aan de reiziger kan worden toegerekend, komt de hieruit voortvloeiende schade voor rekening van de reiziger.
c. Indien de oorzaak van de wijziging noch aan de reiziger noch aan de reisorganisator kan worden toegerekend, dragen partijen ieder hun eigen schade zoals nader uitgewerkt in artikel 13.
Artikel 11, lid 5. Indien na aanvang van de overeengekomen reis een belangrijk gedeelte van de diensten, waarop de overeenkomst betrekking heeft, niet kan worden verleend, zorgt de reisorganisator ervoor dat passende, alternatieve regelingen worden getroffen met het oog op continuering van de reis. Zie voor de kosten daarvan
ARTIKEL 12 AANSPRAKELIJKHEID EN OVERMACHT
Artikel 12, lid 1
Onverminderd het bepaalde in de artikelen 10, 11, 13 en 14 is de reisorganisator verplicht tot uitvoering van de overeenkomst overeenkomstig de verwachtingen die de reiziger op grond van de overeenkomst redelijkerwijs mocht hebben.
Artikel 12, lid 2
Indien de reis niet verloopt overeenkomstig de in lid 1 bedoelde verwachtingen, is de reiziger verplicht daarvan zo spoedig mogelijk mededeling te doen aan de betrokkenen als bedoeld in artikel 16 lid 1. de reisorganisator is naar gelang de omstandigheden verplicht de reiziger hulp en bijstand te verlenen, indien de reis niet verloopt overeenkomstig de verwachtingen die deze op grond van de overeenkomst redelijkerwijs mocht hebben. Wanneer de oorzaak is toe te rekenen aan de reiziger is hij uitgesloten van hulp en bijstand of schadevergoeding in welke zin dan ook.
Artikel 12, lid 3
Onder overmacht worden verstaan abnormale en onvoorzienbare omstandigheden die onafhankelijk zijn van de wil van degene die zich er op beroept en waarvan de gevolgen ondanks alle voorzorgsmaatregelen niet konden worden vermeden.
ARTIKEL 13 UITSLUITING EN BEPERKINGEN AANSPRAKELIJKHEID DE REISORGANISATOR
Artikel 13, lid 1
Wanneer de reisorganisator op grond van artikel 12 aansprakelijk is voor de door de reiziger geleden schade, zal zijn aansprakelijkheid beperkt c.q. uitgesloten zijn overeenkomstig de terzake geldende internationale verdragen. Hij aanvaardt evenmin aansprakelijkheid voor schade waarvoor aanspraak op vergoeding bestaat uit hoofde van een reis- en/of annuleringskostenverzekering.
Artikel 13, lid 2
Indien de reisorganisator jegens de reiziger aansprakelijk is voor derving van reisgenot, bedraagt de vergoeding ten hoogste éénmaal de reissom.
Artikel 13, lid 3
Onverminderd het bepaalde in de voorgaande leden van dit artikel is de aansprakelijkheid van de reisorganisator voor andere schade dan veroorzaakt door dood of letsel van de reiziger beperkt tot ten hoogste driemaal de reissom, tenzij sprake is van opzet of grove schuld van de reisorganisator.
Artikel 13, lid 4
Voor schade aan personen of zaken per reiziger of reis, die niet uit opzet of grove nalatigheid volgt, is de reisorganisator slechts aansprakelijk wanneer bewijs daarvoor geleverd kan worden.
Artikel 13, lid 5
De reisorganisator is niet aansprakelijk voor schade toegebracht door derden zoals genoemd in art. 2 lid 6 laatste alinea.
Artikel 13, lid 6
De in dit artikel opgenomen uitsluitingen en/of beperkingen van de aansprakelijkheid van de reisorganisator gelden ook ten behoeve van werknemers van de reisorganisator, het boekingskantoor en betrokken dienstverleners, alsmede hun personeel, tenzij verdrag of wet dit uitsluit.
Artikel 13, lid 7
De reiziger heeft geen recht op verrekening, van de aanspraak op vergoeding met tegenvorderingen op de vordering van de reisorganisator die nog op hem uitstaat, tenzij deze tegenvordering onbestreden en rechtskrachtig is.
Artikel 13, lid 8
Wanneer de reiziger aanspraak wil maken op schadevergoeding, vergoeding van de gemaakte kosten, terugbetaling of vermindering van de reissom, dient hij dit binnen een maand na de in de overeenkomst vermelde datum van terugkeer te melden bij de reisorganisator. Dit dient schriftelijk en onder vermelding van de reisdata en het boekingsnummer te geschieden. Na verloop van het termijn van een maand is deze aanspraak nog slechts mogelijk indien de te late indiening hem niet te verwijten is. De reisleiders, het vliegtuigpersoneel, de reisbureaus, de plaatselijke vertegenwoordiger, etc. zijn niet gevolmachtigd om kennis te nemen van deze meldingen.
Artikel 13, lid 9
De reisorganisator accepteert geen enkele verantwoordelijkheid en/of interventieplicht bij situaties ontstaan door gebruik van narcotische en niet narcotische genotsmiddelen alsmede bij ontvreemding en/of in bezitsname van beschermende en/of antieke voorwerpen. In het algemeen vallen hieronder tevens alle handelingen door reiziger uitgevoerd, welke direct tegen de plaatselijke verordening zijn.
ARTIKEL 14 VERPLICHTINGEN VAN DE REIZIGER
Artikel 14, lid 1
De reiziger(s) is/zijn verplicht tot naleving van alle aanwijzingen van de reisorganisator ter bevordering van een goede uitvoering van de reis en is/zijn aansprakelijk voor schade veroorzaakt door zijn/hun ongeoorloofde gedragingen, te beoordelen naar de maatstaf van het gedrag van een correcte reiziger. Iedere reiziger dient zich uiterlijk 24 uur vóór het aangegeven tijdstip van vertrek van de terugreis bij de reisleiding of de plaatselijke agent va n de reisorganisator te vergewissen van het exacte tijdstip van vertrek.
Artikel 14, lid 2
De reiziger die zodanig hinder of last oplevert of kan opleveren, dat een goede uitvoering van een reis daardoor in sterke mate wordt bemoeilijkt of kan worden bemoeilijkt, kan door de reisorganisator van (voortzetting van) de reis worden uitgesloten, indien van deze in redelijkheid niet kan worden gevergd dat de overeenkomst wordt nagekomen. Alle daaruit voortvloeiende kosten komen voor rekening van de reiziger, indien en voorzover de gevolgen van hinder of last hem kunnen worden toegerekend. Indien en voorzover de oorzaak van de uitsluiting de reiziger niet kan worden toegerekend, wordt hem restitutie van de reissom of een gedeelte daarvan verleend.
ARTIKEL 15 DOORVOERVLUCHTEN EN TRANSFERS
Artikel 15, lid 1
Korte termijn van vliegtijden, lange-afstand-vluchten, het vliegtuig, het vliegpersoneel of tussenlandingen zijn uitdrukkelijk voorbehouden, in zoverre de algemene aard van de geboekte reis daar niet door aangetast wordt. De algemene aard van de reis wordt als aangetast beschouwd wanneer de waarde of de deugdelijkheid naar de gewoonte of naar de in de overeenkomst opgenomen bepalingen omtrent het doel van de reis opgeheven of verminderd zijn. Dit wordt bepaald aan de hand van de reisduur, de reistijd en de reissom.
Artikel 15, lid 2
Wanneer de reiziger, op grond van omstandigheden die in zijn persoon liggen, door de reisorganisator niet of niet tijdig op de hoogte gebracht kan worden van veranderingen in de vliegplanning, dan is de reisorganizator niet aansprakelijk voor alle hieruit vloeiende schade, gehouden dat er een reële inspanning is geleverd om de reiziger tijdig te bereiken. De reiziger heeft zelf ook een plicht maatregelen te nemen om zeker te stellen dat hij op de hoogte gebracht kan worden van korte termijn veranderingen.
Artikel 15, lid 3
Kinderen van 0-2 jaar hebben geen aanspraak op een stoel of eigen bagage, voor zover er voor hun deelname aan de vlucht slechts een bedrag aan behandelingsvergoeding is voldaan.
Artikel 15, lid 4
De voorgaande leden zijn ook van toepassing op geboekte vliegvervoer, zonder verblijfsarrangementen. De reiziger dient zich, binnen 48 uur voor de dag van de terugvlucht, te melden bij de vertegenwoordiger van de reisorganisator, zoals aangegeven in de reisbescheiden, om de reistijden te bevestigen, zijn verblijfplaats en het telefoonnummer waarop hij te bereiken is te melden.
ARTIKEL 16 RENTE EN INCASSOKOSTEN
Artikel 16, lid 1
De reiziger die niet tijdig aan een geldelijke verplichting jegens de reisorganisator heeft voldaan, is over het nog verschuldigde bedrag een rente verschuldigd van 1% over iedere maand of gedeelte van een maand der vertraging. Voorts is hij gehouden tot ver vergoeding van buitengerechtelijke incassokosten gelijk aan 15% van het gevorderde, met een minimum van € 45,- tenzij dit bedrag, de incasso-werkzaamheden in aanmerking nemende, onbillijk is.
ARTIKEL 17 KLACHTEN
Artikel 17, lid 1
Een geconstateerde tekortkoming in de uitvoering van de overeenkomst als bedoeld in artikel 12, lid 2 , dient zo spoedig mogelijk te worden gemeld bij de reisleiding, opdat deze een passende oplossing kan treffen. Indien de tekortkoming niet binnen redelijke termijn wordt opgelost en afbreuk doet aan de kwaliteit van de reis, moet deze onverwijld worden gemeld bij de reisleiding. Dit dient ook te gebeuren indien de reiziger een aanspraak denkt te maken op enige vergoeding.
Artikel 17, lid 2
Als de tekortkoming ook dan nog niet tot tevredenheid is opgelost en aanleiding geeft tot een klacht, dient de reiziger zo spoedig mogelijk schriftelijk te melden bij de reisleiding (klachtenrapport) of, indien dit mogelijk is, bij de reisorganisator. Als de klacht niet bevredigend wordt opgelost, moet deze uiterlijk binnen 14 werkdagen na terugkeer in Nederland schriftelijk en gemotiveerd worden ingediend bij de reisorganisator, zoals ook vermeld is in art.13 lid 7. Als de klacht niet de uitvoering maar de totstandkoming van een overeenkomst betreft, dient deze binnen één maand na kennisname door de reiziger van de feiten, waarop de klacht betrekking heeft, bij de reisorganisator te worden ingediend.
Artikel 17, lid 3
De ongeldigheid van de afzonderlijke artikelen heeft niet de ongeldigheid van de gehele overeenkomst tot gevolg. Op alle geschillen tussen de reisorganisator en de reiziger is Nederlands recht van toepassing. De reiziger die geen gebruik wenst te maken van de in het vorige lid genoemde bindende adviesprocedure heeft het recht zich tot de bevoegde rechter te wenden. Dit recht vervalt een jaar na afloop van de reis (of, indien de reis geen doorgang heeft gevonden, een jaar na de oorspronkelijke vertrekdatum). Uitsluitend een Nederlandse rechter is bevoegd van deze geschillen kennis te nemen.
Wijzigingen en drukfouten voorbehouden.
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Passports and Visas
All passengers must have a valid travel passport. Those who carry a family passport must travel with the main passport holder. Before traveling, it is your responsibility to check the visa requirements with the consular office or official websites in your country of destination and the country where you are going on vacation.
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We reserve the right to change the price of any holiday shown on our website. You will be informed about the current price of the holiday you want to book before your contract is confirmed.
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The prices of the resort village, hotel, villa, private holiday and guided tour components may vary depending on currency fluctuations, the prices listed on our website are for guide purposes only. For the most current prices, please NAMİLA.com visit his address.
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All payments by check are made by "EFEF B.V."it must be paid for.
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Optional excursions, tours, car rental and similar services that are booked in advance and paid for the route are the responsibility of the customers. EFEF B.V., any EFEF B.V. there is no legal liability for tours, excursions and car rental services booked locally with the local public transport company or the representative service company.
Flight Schedules and Holiday Changes
All flight schedules are temporary and subject to change. However, your supplier will be informed in advance about major changes made according to the booking conditions. Your supplier may sometimes find it necessary to change your holiday, such as a change of accommodation, service or date. In case of a change, your supplier will set clear guidelines on the booking conditions.
If you consider it necessary to cancel or change your vacation, please contact NAMILA immediately, cancellation or change requests must be notified to us in writing by the person who has booked them. In this case, cancellation and change fees are charged from the customer in accordance with the rules. These fees increase closer to the start date of the holiday, in some cases reaching up to 100%. The scale of cancellation / change fees to be applied will be specified in the supplier's booking conditions. The fees will be confirmed after receiving your written instruction to cancel or change your vacation. In case of any cancellation, our suppliers ' cancellation policy plus NAMILA's administrator fees apply. October additional fee of up to 2.9% of the total payment may be applied for the refund of payments made by Bank or Credit card.
Cancellation fees and information about suppliers are available on every hotel and villa page. Please note that they differ depending on the accommodation option.
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Although most international trips are completed without any problems, some destinations carry a little more risk than others. EFEF B.V., advises its customers to check the bans, warnings and announcements issued by the Ministry of Foreign Affairs of their country before their trip. Information about the conditions in various countries and the level of risk associated with traveling to certain international destinations, T.C. It can be found on the current website of the Ministry of Foreign Affairs. Online medical advice for travelers (https://www.seyahatsagligi.gov.tr it can be found on the website of the Ministry of Health at/). Otherwise, please contact your doctor or the Ministry of Health for medical advice about your trip.
By offering discounted travel to certain international destinations, EFEF B.V., does not declare or warrant that traveling to such points is advisable or risk-free, and is not responsible for any damages or losses that may arise from traveling to such places.
Medical Advice and Vaccinations
Please consult your doctor's advice for specific information about your trip.
Hotels / Resorts / Villa Facilities
You agree that the availability of the listed facilities and features for each hotel/resort/villa is under the direct control of each hotel/resort/villa, and therefore EFEF B.V., if these facilities or features are not offered to you during your stay at the hotel/resort/villa, you will not be held responsible. No responsibility is accepted for the definitions of hotels/resorts/villas. If a property or feature is particularly important to you, you should check with NAMILA or the hotel/resort/villa/supplier company (we do not accept responsibility if you contact the hotel/resort/villa/supplier directly) to see if this property or feature will be available during your stay. Some facilities may not be available for all room types. For example, swimming pools, beaches and air conditioning may only be available seasonally, and it is your responsibility to check if these facilities are available during your stay.
Please note that the entrance times vary from country to country and from hotel to hotel. This usually ranges from 12.00 hours to 16.00 hours.dec.
Photos and images may be an indicative and/or generic representation of our product. August June-August is the Summer season when all the pictures of our hotels/resorts/villas are usually taken. EFEF B.V., makes every effort to ensure that the images used are indicative of the product being sold and are up-to-date, but we cannot guarantee their accuracy. Photos do not have to be specific seasons and rooms allocated to guests, and they may differ from the types of rooms booked; standard, superior, luxurious, etc.
EFEF B.V., will try to provide you with the type(s)of the room (s) booked, but there may be cases when, instead of a double room, a twin room can be allocated instead.
EFEF B.V., although it makes every effort to update its customers before going on vacation, EFEF B.V., NAMİLA.com it is not responsible for providing up-to-date information on some construction works around the hotels, resorts and villas listed on. May October 31 Dec - May 15, please note that Turkey is allowed to carry out construction works in the areas of the seaside resort, therefore EFEF B.V. it cannot prevent or predict in advance any construction and such works carried out by third parties. Hotel/Holiday Village/villa buildings NAMILA making a booking with Hotel/Holiday Village/villa badly affected by any construction work that is being done and if it is your holiday, you must notify us immediately (satis@NAMİLA.com address by sending e-mail or call +90 (850) 390 2973 by calling the phone number) so we can offer an alternative hotel or other options near you. This gives us the opportunity to immediately resolve any issues, otherwise any claims that may arise may be invalid.
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In particular, by using such a service, you declare and warrant:
- a) you have all the rights to the User Materials that you publish;
b) User Materials submitted on the date of shipment are correct;
d) any person or business, and especially information that could lead to injury you are sent deliberately or carelessly: real, non-any Comments, information or material that you do send; malicious; humiliating; foul language; obscene or wasn't a post that can be understood in this way;
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EFEF B.V., does not edit User Materials submitted and will not be responsible or liable in any way for these User Materials or their subsequent postings, use or distribution to the extent permitted by law. Also, EFEF B.V., does not confirm, support or endorse the opinions or comments expressed in any User Material that are the personal opinions of the people who posted them. Decisions made on the basis of published reviews or comments are made at your own risk.
EFEF B.V.please note that the reserves the right to request more information about the nature of such complaints and, if necessary, may require you to verify your identity.
Customer Service and handling of complaints
Questions or requests for information email@example.com you can send it to the address or call +90 (850) 390 2973.
Complaints will be received on behalf of suppliers via e-mail firstname.lastname@example.org it should be sent to the address. For the convenience of the solution, Customers are encouraged to submit their complaints within 28 days from the end of the trip.
In general, the complaints only in the email problems during the trip (or in the shortest time possible) +90 (850) 390 2973 phone number is called, or if email@example.com address e-mail is sent or if the carrier if it occurs during the return journey of the dispute unless you have been reported to solve the problem and the customer will be covered so that measures can be taken to limit the damage it is exposed to. However, exceptions can be made depending on the circumstances.
Complaints about the loss, theft or damage of luggage, clothes or personal items that are not under the control of the Customer during the stay should be made to the airline or the hotel.
If You Have A Complaint
If you have a problem during your holiday, please contact the relevant supplier (eg. immediately notify your hotelier, your local tour organizer or airport transfer provider) and the representative of your current location who will make efforts to fix things. If your complaint is not resolved locally, please write your booking reference and all other relevant information to 'Customer Services, NAMILA, Olympisch Stadion 24, 1076', Amsterdam, Netherlands within 28 days of returning home. Please keep your letter short and concise. This will help us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you submit any complaints to the supplier and representative of the services in question without delay and fill out a report at the facility. If you do not follow this simple procedure, we will be deprived of the opportunity to examine and correct your complaint when applying, and this may affect your rights under this agreement.
Requests based on the implementation of non-contractual travel must be submitted within 28 days from the date of scheduled termination of the contract. In this case firstname.lastname@example.org contact us or call our customer service number +90 (850) 390 2973. Requests must be made in writing in the Customer's own interest. The limitation period begins on the day the trip is due to end, depending on the contract.
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PRIVACY/PERSONAL DATA PROTECTION POLICY
PRIVACY/ Purpose of Personal Data Protection Policy
Purpose of Privacy/Personal Data Protection Policy;
a. What kind of personal data is collected at this commercial platform, www.namila.com by (Namila) belonging to Efef Turizm Seyahat Özel Sağlık Hiz. ve İlt. Ltd. Şti.
b. How this personal data is used,
c. With whom “Namila” may share your personal data,
d. What are your rights on your personal data processed by "Namila" and how you can use these rights,
e. how you can change your positive or negative preferences for receiving electronic commercial messages.
Your Processed Personal Data and Purpose and Basis of Processing them
To provide better service to its members and to be able to fulfill legal obligation arising from the relevant legislation within the framework of service standards stated by Law No. 5651 on Regulating Broadcasts on the Internet and Combating Crimes Committed Through These Broadcasts and related secondary legislation, Law No. 6563 on the Regulation of Electronic Commerce and related secondary legislation, Turkish Penal Code No. 5237 and Law No. 6698 on the protection of Personal Data, Kesit Turizm Otelcilik ve Tic. Şti’ (Kesit Tourism Hotel Management and Trade. Company ) online sales platform “Namila” requests from you Your personal data (name, surname, date of birth, mobile phone number, fixed phone number, e-mail, gender, address, social media accounts) all kinds of personal information to identify the user directly or indirectly, including, but not limited to.) that will enable us to fulfill the aforementioned purpose and legal obligations, to serve you better and to carry out statistical studies all kinds of personal information to identify the user directly or indirectly, including, but not limited to, the information that the member approves to be shared through those channels.
These personal data will be processed and stored for you to benefit from the services of "www.namila.com", based on your express consent, provided that they are not used outside of the purposes and scope determined by this Privacy/Personal Data Protection Policy and Communication Permission, and taking information security measures.
Your Rights Regarding Your Personal Data
you have the right to learn what your processed personal data is, whether the processing is used for its purpose, to learn the third parties to whom personal data is transferred in the country or abroad, in case your personal data is incomplete or processed incorrectly, to change, update and/or to delete and request the notification of this situation to the third parties whom your personal data has been transferred. You can send an e-mail to email@example.com and make the necessary changes, updates, and/or deletions. Other rights you have according to article 11 of the Law on the Protection of Personal Data Law No. 6698 are reserved.
Personal Data Retention Period
In accordance with Law No. 6563 on the Regulation of Electronic Commerce; from the date on withdrawal of consent, the records will be kept for one year; The content of the commercial electronic messages and any other records of the post will be kept for 3 years to be submitted to the relevant ministry when necessary. After the deadline, your personal data is deleted, destroyed, or anonymized by our company or upon your request.
Measures Regarding the Protection of Personal Data
Protection of personal data is an important issue for Namila. Namila takes the necessary measures to protect personal data against unauthorized access or loss, misuse, disclosure, modification, or destruction of this information. Namila uses generally accepted security technology standards such as firewalls and Secure Socket Layer (SSL) encryption when storing personal data. In addition, when sending your personal data to “www.namila.com” via the website/mobile application/mobile site, this data is transferred using SSL.
Namila undertakes to keep your personal data confidential, to take all necessary technical and administrative measures, and to show due diligence to ensure confidentiality and security. Although Namila takes the necessary information security measures, if personal data is damaged as a result of attacks on the website and the system, or if it is in the hands of third parties, Namila immediately notifies you and the Personal Data Protection Board and takes the necessary measures.
Changes to the Privacy/Personal Data Protection Policy and Communication Permission
Namila can always make changes in this Privacy/Personal Data Protection Policy and Communication Permission. These changes will become effective immediately after the new Privacy/Personal Data Protection Policy and Communication Permit is posted on the "www.namila.com" site. You, our members, will be informed about the changes in this Privacy/Personal Data Protection Policy and Communication Permission. Users can always update their Membership/Personal information and communication preferences. You can forward your requests on this subject by sending an e-mail to the firstname.lastname@example.org e-mail address.
Your request will be evaluated within 30 (thirty) days and you will be informed about the result of your request in writing. In addition, by sending an e-mail to the email@example.com e-mail address,. users can send any requests regarding the "Privacy/Personal Data Protection Policy and Communication Permission"
Applicable Law, Competent Courts and Enforcement Offices
This Privacy/Personal Data Protection Policy and Communication Permission are subject to the laws of the Republic of Turkey. Antalya (Central) Courts and Enforcement Offices are authorized to resolve any disputes that may arise from the implementation of the Privacy/Personal Data Protection Policy and Communication Permit.
By accepting this Privacy/Personal Data Protection Policy and Communication Permission, your personal data that you have consented to be shared with us, you can be provided and offered various advantages and that all kinds of electronic communications for promotion, publicity, advertisement, sales, marketing, survey, and similar purposes can be made by telephone, to make short messages (SMS), e-mail, and similar means and send other communication messages; You consent to the collection, storage, processing, use, and transfer of Namila to third parties with whom it has a contractual relationship
I have read and understood the lighting text. I expressly consent "Namila" brand belonging to Efef Turizm Seyahat Özel Sağlık Hiz. ve İlt. Ltd. Şti. to process my personal data within the above-mentioned purposes and transfer it to the persons and institutions specified here.
Click here for the PDP LAW application form.
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations. You will benefit from all EU rights applying to packages. Namila will be fully responsible for the proper performance of the package as a whole. Namila has the protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent. More information on key rights under the Package Travel and Linked Travel Arrangements Regulations are given here: LINK
of 25 November 2015
on package travel and linked travel arrangements, amending Regulation (EC) No 2006/2004 and Directive 2011/83/EU of the European Parliament and of the Council and repealing Council Directive 90/314/EEC
THE EUROPEAN PARLIAMENT AND THE COUNCIL OF THE EUROPEAN UNION,
Having regard to the Treaty on the Functioning of the European Union, and in particular Article 114 thereof,
Having regard to the proposal from the European Commission,
After transmission of the draft legislative act to the national parliaments,
Having regard to the opinion of the European Economic and Social Committee (1),
After consulting the Committee of the Regions,
Acting in accordance with the ordinary legislative procedure (2),
1- Council Directive 90/314/EEC (3) lays down a number of important consumer rights in relation to package travel, in particular with regard to information requirements, the liability of traders in relation to the performance of a package, and protection against the insolvency of an organiser or a retailer. However, it is necessary to adapt the legislative framework to market developments, in order to make it more suitable for the internal market, to remove ambiguities and to close legislative gaps.
2- Tourism plays an important role in the economy of the Union, and package travel, package holidays and package tours (‘packages’) represent a significant proportion of the travel market. That market has undergone considerable changes since the adoption of Directive 90/314/EEC. In addition to traditional distribution chains, the internet has become an increasingly important medium through which travel services are offered or sold. Travel services are not only combined in the form of traditional pre-arranged packages, but are often combined in a customised way. Many of those combinations of travel services are either in a legal ‘grey zone’ or are clearly not covered by Directive 90/314/EEC. This Directive aims to adapt the scope of protection to take account of those developments, to enhance transparency, and to increase legal certainty for travellers and traders.
(1) OJ C 170, 5.6.2014, p. 73.
(2) Position of the European Parliament of 12 March 2014 (not yet published in the Official Journal) and position of the Council at first reading of 18 September 2015 (OJ C 360, 30.10.2015, p. 1). Position of the European Parliament of 27 October 2015 (not yet published in the Official Journal).
(3) Council Directive 90/314/EEC of 13 June 1990 on package travel, package holidays and package tours (OJ L 158, 23.6.1990, p. 59).
3- Article 169(1) and point (a) of Article 169(2) of the Treaty on the Functioning of the European Union (TFEU) provide that the Union is to contribute to the attainment of a high level of consumer protection through measures adopted pursuant to Article 114 TFEU.
4- Directive 90/314/EEC gives broad discretion to the Member States as regards transposition. Therefore, significant divergences between the laws of the Member States remain. Legal fragmentation leads to higher costs for businesses and obstacles for those wishing to operate cross-border, thus limiting consumers' choice.
5- In accordance with Article 26(2) and Article 49 TFEU, the internal market is to comprise an area without internal frontiers in which the free movement of goods and services and the freedom of establishment are ensured. The harmonisation of the rights and obligations arising from contracts relating to package travel and to linked travel arrangements is necessary for the creation of a real consumer internal market in that area, striking the right balance between a high level of consumer protection and the competitiveness of businesses.
6- The cross-border potential of the package travel market in the Union is currently not fully exploited. Disparities in the rules protecting travellers in different Member States act as a disincentive for travellers in one Member State from buying packages and linked travel arrangements in another Member State and, likewise, a disincentive for organisers and retailers in one Member State from selling such services in another Member State. In order to enable travellers and traders to benefit fully from the internal market, while ensuring a high level of consumer protection across the Union, it is necessary to further approximate the laws of the Member States relating to packages and linked travel arrangements.
7- The majority of travellers buying packages or linked travel arrangements are consumers within the meaning of Union consumer law. At the same time, it is not always easy to distinguish between consumers and represen tatives of small businesses or professionals who book trips related to their business or profession through the same booking channels as consumers. Such travellers often require a similar level of protection. In contrast, there are companies or organisations that make travel arrangements on the basis of a general agreement, often concluded for numerous travel arrangements for a specified period, for instance with a travel agency. The latter type of travel arrangements does not require the level of protection designed for consumers. Therefore, this Directive should apply to business travellers, including members of liberal professions, or self-employed or other natural persons, where they do not make travel arrangements on the basis of a general agreement. In order to avoid confusion with the definition of the term ‘consumer’ used in other Union legislation, persons protected under this Directive should be referred to as ‘travellers’.
8- Since travel services may be combined in many different ways, it is appropriate to consider as packages all combinations of travel services that display features which travellers typically associate with packages, in particular where separate travel services are combined into a single travel product for which the organiser assumes responsibility for proper performance. In accordance with the case-law of the Court of Justice of the European Union (1), it should make no difference whether travel services are combined before any contact with the traveller or at the request of or in accordance with the selection made by the traveller. The same principles should apply irrespective of whether the booking is made through a high street trader or online.
9- For the sake of transparency, packages should be distinguished from linked travel arrangements, where online or high street traders facilitate the procurement of travel services by travellers leading the traveller to conclude contracts with different travel services providers, including through linked booking processes, which do not contain the features of a package and in relation to which it would not be appropriate to apply all of the obligations applicable to packages.
10- In the light of market developments, it is appropriate to further define packages on the basis of alternative objective criteria which predominantly relate to the way in which the travel services are presented or purchased and where travellers may reasonably expect to be protected by this Directive. That is the case, for instance, where different types of travel services are purchased for the purpose of the same trip or holiday from a single point of sale and those services have been selected before the traveller agrees to pay, that is to say within the same booking process, or where such services are offered, sold or charged at an inclusive or total price, as well as where such services are advertised or sold under the term ‘package’ or under a similar term indicating a close connection between the travel services concerned. Such similar terms could be, for instance, ‘combined deal’, ‘all- inclusive’ or ‘all-in arrangement’.
1) See Judgment of the Court of Justice of 30 April 2002, Club Tour, Viagens e Turismo SA v Alberto Carlos Lobo Gonçalves Garrido and Club Med Viagens Lda, C-400/00, ECLI:EU:C:2002:272.
11- It should be clarified that travel services combined after the conclusion of a contract by which a trader entitles a traveller to choose among a selection of different types of travel services, such as in the case of a package travel gift box, constitute a package. Moreover, a combination of travel services should be considered to be a package where the traveller's name, payment details and e-mail address are transmitted between the traders and where another contract is concluded at the latest 24 hours after the booking of the first travel service is confirmed.
12- At the same time, linked travel arrangements should be distinguished from travel services which travellers book independently, often at different times, even for the purpose of the same trip or holiday. Online linked travel arrangements should also be distinguished from linked websites which do not have the objective of concluding a contract with the traveller and from links through which travellers are simply informed about further travel services in a general way, for instance where a hotel or an organiser of an event includes on its website a list of all operators offering transport services to its location independently of any booking or if ‘cookies’ or meta data are used to place advertisements on websites.
13- Specific rules should be laid down for both high street and online traders which assist travellers, on the occasion of a single visit or contact with their point of sale, in concluding separate contracts with individual service providers and for online traders which, for instance, through linked online booking processes, facilitate in a targeted manner the procurement of at least one additional travel service from another trader, where a contract is concluded at the latest 24 hours after the confirmation of the booking of the first travel service. Such facilitation will often be based on a commercial link involving remuneration between the trader who facilitates the procurement of additional travel services and the other trader, regardless of the calculation method of such remuneration which might, for instance, be based on the number of clicks or on the turnover. Those rules would apply, for example, where, along with the confirmation of the booking of a first travel service such as a flight or a train journey, a traveller receives an invitation to book an additional travel service available at the chosen travel destination, for instance, hotel accommodation, with a link to the booking website of another service provider or intermediary. While those arrangements should not constitute packages within the meaning of this Directive, under which one organiser is liable for the proper performance of all travel services, such linked travel arrangements constitute an alternative business model that often competes closely with packages.
14- In order to ensure fair competition and to protect travellers, the obligation to provide sufficient evidence of security for the refund of payments and the repatriation of travellers in the event of insolvency should also apply to linked travel arrangements.
15- The purchase of a travel service on a stand-alone basis as a single travel service should constitute neither a package nor a linked travel arrangement.
16- In order to increase clarity for travellers and enable them to make informed choices as to the different types of travel arrangements on offer, traders should be required to state clearly and prominently whether they are offering a package or a linked travel arrangement, and provide information on the corresponding level of protection, before the traveller agrees to pay. A trader's declaration as to the legal nature of the travel product being marketed should correspond to the true legal nature of the product concerned. The relevant enforcement authorities should intervene where traders do not provide accurate information to travellers.
17- Only the combination of different types of travel services, such as accommodation, carriage of passengers by bus, rail, water or air, as well as rental of motor vehicles or certain motorcycles, should be considered for the purposes of identifying a package or a linked travel arrangement. Accommodation for residential purposes, including for long-term language courses, should not be considered as accommodation within the meaning of this Directive. Financial services such as travel insurances should not be considered as travel services. In addition, services which are intrinsically part of another travel service should not be considered as travel services in their own right. This includes, for instance, transport of luggage provided as part of carriage of passengers, minor transport services such as carriage of passengers as part of a guided tour or transfers between a hotel and an airport or a railway station, meals, drinks and cleaning provided as part of accommodation, or access to on-site facilities such as a swimming pool, sauna, spa or gym included for hotel guests. This also means that in cases where, unlike in the case of a cruise, overnight accommodation is provided as part of passenger transport by road, rail, water or air, accommodation should not be considered as a travel service in its own right if the main component is clearly transport.
18- Other tourist services which are not intrinsically part of carriage of passengers, accommodation or the rental of motor vehicles or certain motorcycles, may be, for instance, admission to concerts, sport events, excursions or event parks, guided tours, ski passes and rental of sports equipment such as skiing equipment, or spa treatments. However, if such services are combined with only one other type of travel service, for instance accommodation, this should lead to the creation of a package or linked travel arrangement only if they account for a significant proportion of the value of the package or linked travel arrangement, or are advertised as or otherwise represent an essential feature of the trip or holiday. If other tourist services account for 25 % or more of the value of the combination, those services should be considered as representing a significant proportion of the value of the package or linked travel arrangement. It should be clarified that where other tourist services are added, for instance, to hotel accommodation, booked as a stand-alone service, after the traveller's arrival at the hotel, this should not constitute a package. This should not lead to circumvention of this Directive, with organisers or retailers offering the traveller the selection of additional tourist services in advance and then offering conclusion of the contract for those services only after the performance of the first travel service has started.
19- Since there is less need to protect travellers in cases of short-term trips, and in order to avoid an unnecessary burden for traders, trips lasting less than 24 hours which do not include accommodation, as well as packages or linked travel arrangements offered or facilitated occasionally and on a not-for-profit basis and only to a limited group of travellers, should be excluded from the scope of this Directive. The latter may for example include trips organised not more than a few times a year by charities, sports clubs or schools for their members, without being offered to the general public. Adequate information on that exclusion should be made publicly available in order to ensure that traders and travellers are properly informed that those packages or linked travel arrangements are not covered by this Directive.
20- This Directive should be without prejudice to national contract law for those aspects that are not regulated by it.
21- Member States should remain competent, in accordance with Union law, to apply the provisions of this Directive to areas not falling within its scope. Member States may therefore maintain or introduce national legislation corresponding to the provisions of this Directive, or certain of its provisions, in relation to contracts that fall outside the scope of this Directive. For instance, Member States may maintain or introduce corresponding provisions for certain stand-alone contracts regarding single travel services (such as the rental of holiday homes) or for packages and linked travel arrangements that are offered or facilitated, on a not-for-profit basis to a limited group of travellers and only occasionally, or to packages and linked travel arrangements covering a period of less than 24 hours and which do not include accommodation.
22- The main characteristic of a package is that there is one trader responsible as an organiser for the proper performance of the package as a whole. Only in cases where another trader is acting as the organiser of a package should a trader, typically a high street or online travel agent, be able to act as a mere retailer or intermediary and not be liable as an organiser. Whether a trader is acting as an organiser for a given package should depend on that trader's involvement in the creation of the package, and not on how the trader describes his business. When considering whether a trader is an organiser or retailer, it should make no difference whether that trader is acting on the supply side or presents himself as an agent acting for the traveller.
23- Directive 90/314/EEC has given discretion to the Member States to determine whether retailers, organisers or both retailers and organisers are liable for the proper performance of a package. That flexibility has led to ambiguity in some Member States as to which trader is liable for the performance of the relevant travel services. Therefore, it should be clarified in this Directive that organisers are responsible for the performance of the travel services included in the package travel contract, unless national law provides that both the organiser and the retailer are liable.
24- In relation to packages, retailers should be responsible together with the organiser for the provision of pre- contractual information. In order to facilitate communication, in particular in cross-border cases, travellers should be able to contact the organiser also via the retailer through which they purchased the package.
25- The traveller should receive all necessary information before purchasing a package, whether it is sold through means of distance communication, over the counter or through other types of distribution. In providing that information, the trader should take into account the specific needs of travellers who are particularly vulnerable because of their age or physical infirmity, which the trader could reasonably foresee.
26- Key information, for example on the main characteristics of the travel services or the prices, provided in advertisements, on the organiser's website or in brochures as part of the pre-contractual information, should be binding, unless the organiser reserves the right to make changes to those elements and unless such changes are clearly, comprehensibly and prominently communicated to the traveller before the conclusion of the package travel contract. However, in the light of new communication technologies, which easily allow updates, there is no longer any need to lay down specific rules on brochures, while it is appropriate to ensure that, changes to pre- contractual information are communicated to the traveller. It should always be possible to make changes to pre- contractual information where expressly agreed by both parties to the package travel contract.
27- The information requirements laid down in this Directive are exhaustive, but should be without prejudice to the information requirements laid down in other applicable Union legislation (1).
28- Organisers should provide general information on the visa requirements of the country of destination. The information on approximate periods for obtaining visas can be provided as a reference to official information of the country of destination.
29- Taking into account the specificities of package travel contracts, the rights and obligations of the contracting parties should be laid down for the period before and after the start of the package, in particular if the package is not properly performed or if particular circumstances change.
30- Since packages are often purchased a long time before their performance, unforeseen events may occur. Therefore the traveller should, under certain conditions, be entitled to transfer a package travel contract to another traveller. In such situations, the organiser should be able to recover his expenses, for instance if a sub-contractor requires a fee for changing the name of the traveller or for cancelling a transport ticket and issuing a new one.
31- Travellers should also be able to terminate the package travel contract at any time before the start of the package in return for payment of an appropriate and justifiable termination fee, taking into account expected cost savings and income from alternative deployment of the travel services. They should also have the right to terminate the package travel contract without paying any termination fee where unavoidable and extraordinary circumstances will significantly affect the performance of the package. This may cover for example warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the destination as agreed in the package travel contract.
32- In specific situations, the organiser should also be entitled to terminate the package travel contract before the start of the package without paying compensation, for instance if the minimum number of participants is not reached and where that possibility has been reserved in the contract. In that event, the organiser should refund all payments made in respect of the package.
33- In certain cases organisers should be allowed to make unilateral changes to the package travel contract. However, travellers should have the right to terminate the package travel contract if the changes alter significantly any of the main characteristics of the travel services. This may for instance be the case if the quality or the value of the travel services diminishes. Changes of departure or arrival times indicated in the package travel contract should be considered significant, for instance, where they would impose on the traveller considerable inconvenience or additional costs, for instance rearrangement of transport or accommodation. Price increases should be possible only if there has been a change in the cost of fuel or other power sources for the carriage of passengers, in taxes or fees imposed by a third party not directly involved in the performance of the travel services included in the package travel contract or in the exchange rates relevant to the package and only if the contract expressly reserves the possibility of such a price increase and states that the traveller is entitled to a price reduction corresponding to a decrease in those costs. If the organiser proposes a price increase of more than 8 % of the total price, the traveller should be entitled to terminate the package travel contract without paying a termination fee.
(1) See: Directive 2000/31/EC of the European Parliament and of the Council of 8 June 2000 on certain legal aspects of information society services, in particular electronic commerce, in the Internal Market (Directive on electronic commerce) (OJ L 178, 17.7.2000, p. 1) and Directive 2006/123/EC of the European Parliament and of the Council of 12 December 2006 on services in the internal market (OJ L 376, 27.12.2006, p. 36), as well as Regulation (EC) No 2111/2005 of the European Parliament and of the Council of 14 December 2005 on the establishment of a Community list of air carriers subject to an operating ban within the Community and on informing air transport passengers of the identity of the operating air carrier, and repealing Article 9 of Directive 2004/36/EC (OJ L 344, 27.12.2005, p. 15), Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air (OJ L 204, 26.7.2006, p. 1), Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail passengers' rights and obligations (OJ L 315, 3.12.2007, p. 14), Regulation (EC) No 1008/2008 of the European Parliament and of the Council of 24 September 2008 on common rules for the operation of air services in the Community (OJ L 293, 31.10.2008, p. 3), Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation (EC) No 2006/2004 (OJ L 334, 17.12.2010, p. 1) and Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004 (OJ L 55, 28.2.2011, p. 1).
34- It is appropriate to set out specific rules on remedies as regards the lack of conformity in the performance of the package travel contract. The traveller should be entitled to have problems resolved and, where a significant proportion of travel services included in the package travel contract cannot be provided, the traveller should be offered suitable alternative arrangements. If the organiser does not remedy the lack of conformity within a reasonable period set by the traveller, the traveller should be able to do so himself and request reimbursement of the necessary expenses. In certain cases there should not be a need to specify a time-limit, in particular if immediate remedy is required. This would apply, for instance, when, due to the delay of a bus provided by the organiser, the traveller has to take a taxi to catch his flight on time. Travellers should also be entitled to a price reduction, termination of the package travel contract and/or compensation for damages. Compensation should also cover non-material damage, such as compensation for loss of enjoyment of the trip or holiday because of substantial problems in the performance of the relevant travel services. The traveller should be required to inform the organiser without undue delay, taking into account the circumstances of the case, of any lack of conformity he perceives during the performance of a travel service included in the package travel contract. Failure to do so may be taken into account when determining the appropriate price reduction or compensation for damages where such notice would have avoided or reduced the damage.
35- In order to ensure consistency, it is appropriate to align the provisions of this Directive with international conventions regulating travel services and with the Union passenger rights legislation. Where the organiser is liable for failure to perform or improper performance of the travel services included in the package travel contract, the organiser should be able to invoke the limitations of the liability of service providers set out in such international conventions as the Montreal Convention of 1999 for the Unification of certain Rules for Internat ional Carriage by Air (1), the Convention of 1980 concerning International Carriage by Rail (COTIF) (2) and the Athens Convention of 1974 on the Carriage of Passengers and their Luggage by Sea (3). Where it is impossible to ensure the traveller's timely return to the place of departure because of unavoidable and extraordinary circum stances, the organiser should bear the cost of the travellers' necessary accommodation for a period not exceeding three nights per traveller, unless longer periods are provided for in existing or future Union passenger rights legislation.
36- This Directive should not affect the rights of travellers to present claims both under this Directive and under other relevant Union legislation or international conventions, so that travellers continue to have the possibility to address claims to the organiser, the carrier or any other liable party, or, as the case may be, to more than one party. It should be clarified that, in order to avoid overcompensation, compensation or price reduction granted under this Directive and the compensation or price reduction granted under other relevant Union legislation or international conventions should be deducted from each other. The organiser's liability should be without prejudice to the right to seek redress from third parties, including service providers.
37- If the traveller is in difficulty during the trip or holiday, the organiser should be obliged to give appropriate assistance without undue delay. Such assistance should consist mainly of providing, where appropriate, information on aspects such as health services, local authorities and consular assistance, as well as practical help, for instance with regard to distance communications and alternative travel arrangements.
(1) Council Decision 2001/539/EC of 5 April 2001 on the conclusion by the European Community of the Convention for the Unification of Certain Rules for International Carriage by Air (the Montreal Convention) (OJ L 194, 18.7.2001, p. 38).
(2) Council Decision 2013/103/EU of 16 June 2011 on the signing and conclusion of the Agreement between the European Union and the Intergovernmental Organisation for International Carriage by Rail on the Accession of the European Union to the Convention concerning International Carriage by Rail (COTIF) of 9 May 1980, as amended by the Vilnius Protocol of 3 June 1999 (OJ L 51, 23.2.2013, p. 1).
(3) Council Decision 2012/22/EU of 12 December 2011 concerning the accession of the European Union to the Protocol of 2002 to the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea, 1974, with the exception of Articles 10 and 11 thereof (OJ L 8, 12.1.2012, p. 1).
38- In its Communication of 18 March 2013 entitled ‘Passenger protection in the event of airline insolvency’, the Commission set out measures to improve the protection of travellers in the event of an airline insolvency, including better enforcement of Regulation (EC) No 261/2004 of the European Parliament and of the Council (1) and of Regulation (EC) No 1008/2008, and engagement with industry stakeholders, failing which a legislative measure could be considered. That Communication concerns the purchase of an individual component, namely air travel services, and does not therefore address insolvency protection for packages and for linked travel arrangements.
39- Member States should ensure that travellers purchasing a package are fully protected against the organiser's insolvency. Member States in which organisers are established should ensure that they provide security for the refund of all payments made by or on behalf of travellers and, insofar as a package includes the carriage of passengers, for the traveller's repatriation in the event of the organiser's insolvency. However, it should be possible to offer travellers the continuation of the package. While retaining discretion as to the way in which insolvency protection is to be arranged, Member States should ensure that the protection is effective. Effectiveness implies that the protection should become available as soon as, as a consequence of the organiser's liquidity problems, travel services are not being performed, will not be or will only partially be performed, or where service providers require travellers to pay for them. Member States should be able to require that organisers provide travellers with a certificate documenting a direct entitlement against the provider of the insolvency protection.
40- For the insolvency protection to be effective, it should cover the foreseeable amounts of payments affected by the organiser's insolvency and, where applicable, the foreseeable cost for repatriations. This means that the protection should be sufficient to cover all foreseeable payments made by or on behalf of travellers in respect of packages in peak season, taking into account the period between receiving such payments and the completion of the trip or holiday, as well as, where applicable, the foreseeable cost for repatriations. That will generally mean that the security has to cover a sufficiently high percentage of the organiser's turnover in respect of packages, and may depend on factors such as the type of packages sold, including the mode of transport, the travel destination, and any legal restrictions or the organiser's commitments regarding the amounts of pre-payments he may accept and their timing before the start of the package. Whereas the necessary cover may be calculated on the basis of the most recent business data, for instance the turnover achieved in the last business year, organisers should be obliged to adapt the insolvency protection in the event of increased risks, including a significant increase in the sale of packages. However, effective insolvency protection should not have to take into account highly remote risks, for instance the simultaneous insolvency of several of the largest organisers, where to do so would dispro portionately affect the cost of the protection, thus hampering its effectiveness. In such cases the guarantee for refunds may be limited.
41- Given the differences in national law and practice regarding the parties to a package travel contract and the receipt of payments made by or on behalf of travellers, Member States should be allowed to require retailers to take out insolvency protection as well.
42- In line with Directive 2006/123/EC, it is appropriate to lay down rules so as to prevent insolvency protection obligations from acting as an obstacle to the free movement of services and the freedom of establishment. Therefore, Member States should be obliged to recognise insolvency protection under the law of the Member State of establishment. In order to facilitate the administrative cooperation and supervision of organisers and, where applicable, retailers which are operating in different Member States with regard to insolvency protection, Member States should be obliged to designate central contact points.
43- Traders facilitating linked travel arrangements should be obliged to inform travellers that they are not buying a package and that individual travel service providers are solely responsible for the proper performance of their contracts. Traders facilitating linked travel arrangements should, in addition, be obliged to provide insolvency protection for the refund of payments they receive and, insofar as they are responsible for the carriage of passengers, for the travellers' repatriation, and should inform travellers accordingly. Traders responsible for the performance of the individual contracts forming part of a linked travel arrangement are subject to general Union consumer protection legislation and sector-specific Union legislation.
(1) Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91 (OJ L 46, 17.2.2004, p. 1).
44- When laying down rules on insolvency protection schemes in relation to packages and linked travel arrangements, Member States should not be prevented from taking into account the special situation of smaller companies while ensuring the same level of protection for travellers.
45- Travellers should be protected in relation to errors occurring in the booking process of packages and linked travel arrangements.
46- It should be confirmed that travellers may not waive rights stemming from this Directive and that organisers or traders facilitating linked travel arrangements may not escape from their obligations by claiming that they are simply acting as a travel service provider, an intermediary, or in any other capacity.
47- Member States should lay down rules on penalties for infringements of national provisions transposing this Directive and ensure that they are implemented. Those penalties should be effective, proportionate and dissuasive.
48- The adoption of this Directive makes it necessary to adapt certain Union consumer protection legislative acts. In particular, it should be clarified that Regulation (EC) No 2006/2004 of the European Parliament and of the Council (1) applies to infringements of this Directive. Also, taking into account the fact that Directive 2011/83/EU of the European Parliament and the Council (2) in its current form does not apply to contracts covered by Directive 90/314/EEC, it is necessary to amend Directive 2011/83/EU to ensure that it continues to apply to individual travel services that form part of a linked travel arrangement, insofar as those individual services are not otherwise excluded from the scope of Directive 2011/83/EU, and that certain consumer rights laid down in that Directive also apply to packages.
49- This Directive is without prejudice to rules on the protection of personal data laid down in Directive 95/46/EC of the European Parliament and of the Council (3) and to the Union rules on private international law, including Regulation (EC) No 593/2008 of the European Parliament and of the Council (4).
50- It should be clarified that the regulatory requirements of this Directive on insolvency protection and information in relation to linked travel arrangements should also apply to traders not established in a Member State which by any means direct their activities within the meaning of Regulation (EC) No 593/2008 and Regulation (EU) No 1215/2012 of the European Parliament and of the Council (5) to one or more Member States.
51- Since the objective of this Directive, namely to contribute to the proper functioning of the internal market and to the achievement of a high and as uniform as possible level of consumer protection, cannot be sufficiently achieved by the Member States, but can rather, by reason of its scale, be better achieved at Union level, the Union may adopt measures, in accordance with the principle of subsidiarity as set out in Article 5 of the Treaty on European Union. In accordance with the principle of proportionality, as set out in that Article, this Directive does not go beyond what is necessary in order to achieve that objective.
52- This Directive respects the fundamental rights and observes the principles recognised by the Charter of Fundamental Rights of the European Union. This Directive, in particular, respects the freedom to conduct a business laid down in Article 16 of the Charter, while ensuring a high level of consumer protection within the Union, in accordance with Article 38 of the Charter.
(1) Regulation (EC) No 2006/2004 of the European Parliament and of the Council of 27 October 2004 on cooperation between national authorities responsible for the enforcement of consumer protection laws (the Regulation on consumer protection cooperation) (OJ L 364, 9.12.2004, p. 1).
(2) Directive 2011/83/EU of the European Parliament and the Council of 25 October 2011 on consumer rights, amending Council Directive 93/13/EEC and Directive 1999/44/EC of the European Parliament and of the Council and repealing Council Directive 85/577/EEC and Directive 97/7/EC of the European Parliament and of the Council (OJ L 304, 22.11.2011, p. 64).
(3) Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protection of individuals with regard to the processing of personal data and on the free movement of such data (OJ L 281, 23.11.1995, p. 31).
(4) Regulation (EC) No 593/2008 of the European Parliament and of the Council of 17 June 2008 on the law applicable to contractual obligations (Rome I) (OJ L 177, 4.7.2008, p. 6).
(5) Regulation (EU) No 1215/2012 of the European Parliament and of the Council of 12 December 2012 on jurisdiction and the recognition and enforcement of judgments in civil and commercial matters (OJ L 351, 20.12.2012, p. 1).
53- In accordance with the Joint Political Declaration of 28 September 2011 of Member States and the Commission on explanatory documents (1), Member States have undertaken to accompany, in justified cases, the notification of their transposition measures with one or more documents explaining the relationship between the components of a directive and the corresponding parts of national transposition instruments. With regard to this Directive, the legislator considers the transmission of such documents to be justified.
54- Directive 90/314/EEC should therefore be repealed,
HAVE ADOPTED THIS DIRECTIVE:
SUBJECT MATTER, SCOPE, DEFINITIONS AND LEVEL OF HARMONISATION
The purpose of this Directive is to contribute to the proper functioning of the internal market and to the achievement of a high and as uniform as possible level of consumer protection by approximating certain aspects of the laws, regulations and administrative provisions of the Member States in respect of contracts between travellers and traders relating to package travel and linked travel arrangements.
1- This Directive applies to packages offered for sale or sold by traders to travellers and to linked travel arrangements facilitated by traders for travellers.
2- This Directive does not apply to:
a) packages and linked travel arrangements covering a period of less than 24 hours unless overnight accommodation is included;
b) packages offered, and linked travel arrangements facilitated, occasionally and on a not-for-profit basis and only to a limited group of travellers;
c) packages and linked travel arrangements purchased on the basis of a general agreement for the arrangement of business travel between a trader and another natural or legal person who is acting for purposes relating to his trade, business, craft or profession.
3- This Directive does not affect national general contract law such as the rules on the validity, formation or effect of a contract, insofar as general contract law aspects are not regulated in this Directive.
For the purposes of this Directive, the following definitions apply:
1- ‘travel service’ means:
a) carriage of passengers;
b) accommodation which is not intrinsically part of carriage of passengers and is not for residential purposes;
(1) OJ C 369, 17.12.2011, p. 14.
c) rental of cars, other motor vehicles within the meaning of Article 3(11) of Directive 2007/46/EC of the European Parliament and of the Council (1), or motorcycles requiring a Category A driving licence in accordance with point (c) of Article 4(3) of Directive 2006/126/EC of the European Parliament and of the Council (2);
d) any other tourist service not intrinsically part of a travel service within the meaning of points (a), (b) or (c);
2- ‘package’ means a combination of at least two different types of travel services for the purpose of the same trip or holiday, if:
a) those services are combined by one trader, including at the request of or in accordance with the selection of the traveller, before a single contract on all services is concluded; or
b) irrespective of whether separate contracts are concluded with individual travel service providers, those services are:
i)purchased from a single point of sale and those services have been selected before the traveller agrees to pay,
ii)offered, sold or charged at an inclusive or total price,
iii)advertised or sold under the term ‘package’ or under a similar term,
iv)combined after the conclusion of a contract by which a trader entitles the traveller to choose among a selection of different types of travel services, or
v) purchased from separate traders through linked online booking processes where the traveller's name, payment details and e-mail address are transmitted from the trader with whom the first contract is concluded to another trader or traders and a contract with the latter trader or traders is concluded at the latest 24 hours after the confirmation of the booking of the first travel service.
A combination of travel services where not more than one type of travel service as referred to in point (a), (b) or (c) of point 1 is combined with one or more tourist services as referred to in point (d) of point 1 is not a package if the latter services:
a) do not account for a significant proportion of the value of the combination and are not advertised as and do not otherwise represent an essential feature of the combination; or
b) are selected and purchased only after the performance of a travel service as referred to in point (a), (b) or
c) of point 1 has started;
3- ‘package travel contract’ means a contract on the package as a whole or, if the package is provided under separate contracts, all contracts covering travel services included in the package;
4- ‘start of the package’ means the beginning of the performance of travel services included in the package;
5- ‘linked travel arrangement’ means at least two different types of travel services purchased for the purpose of the same trip or holiday, not constituting a package, resulting in the conclusion of separate contracts with the individual travel service providers, if a trader facilitates:
a) on the occasion of a single visit or contact with his point of sale, the separate selection and separate payment of each travel service by travellers; or
b) in a targeted manner, the procurement of at least one additional travel service from another trader where a contract with such other trader is concluded at the latest 24 hours after the confirmation of the booking of the first travel service.
Where not more than one type of travel service as referred to in point (a), (b) or (c) of point 1 and one or more tourist services as referred to in point (d) of point 1 are purchased, they do not constitute a linked travel arrangement if the latter services do not account for a significant proportion of the combined value of the services and are not advertised as, and do not otherwise represent, an essential feature of the trip or holiday.
6- ‘traveller’ means any person who is seeking to conclude a contract, or is entitled to travel on the basis of a contract concluded, within the scope of this Directive;
7- ‘trader’ means any natural person or any legal person, irrespective of whether privately or publicly owned, who is acting, including through any other person acting in his name or on his behalf, for purposes relating to his trade, business, craft or profession in relation to contracts covered by this Directive, whether acting in the capacity of organiser, retailer, trader facilitating a linked travel arrangement or as a travel service provider;
8- ‘organiser’ means a trader who combines and sells or offers for sale packages, either directly or through another trader or together with another trader, or the trader who transmits the traveller's data to another trader in accordance with point (b)(v) of point 2;
9- ‘retailer’ means a trader other than the organiser who sells or offers for sale packages combined by an organiser;
10- ‘establishment’ means establishment as defined in point 5 of Article 4 of Directive 2006/123/EC;
11- ‘durable medium’ means any instrument which enables the traveller or the trader to store information addressed personally to him in a way accessible for future reference for a period of time adequate for the purposes of the information and which allows the unchanged reproduction of the information stored;
12- ‘unavoidable and extraordinary circumstances’ means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken;
13- ‘lack of conformity’ means a failure to perform or improper performance of the travel services included in a package;
14- ‘minor’ means a person below the age of 18 years;
15- ‘point of sale’ means any retail premises, whether movable or immovable, or a retail website or similar online sales facility, including where retail websites or online sales facilities are presented to travellers as a single facility, including a telephone service;
16- ‘repatriation’ means the traveller's return to the place of departure or to another place the contracting parties agree upon.
Unless otherwise provided for in this Directive, Member States shall not maintain or introduce, in their national law, provisions diverging from those laid down in this Directive, including more or less stringent provisions which would ensure a different level of traveller protection.
INFORMATION OBLIGATIONS AND CONTENT OF THE PACKAGE TRAVEL CONTRACT
1- Member States shall ensure that, before the traveller is bound by any package travel contract or any corresponding offer, the organiser and, where the package is sold through a retailer, also the retailer shall provide the traveller with the standard information by means of the relevant form as set out in Part A or Part B of Annex I, and, where applicable to the package, with the following information:
a) the main characteristics of the travel services:
i) the travel destination(s), itinerary and periods of stay, with dates and, where accommodation is included, the number of nights included;
ii) the means, characteristics and categories of transport, the points, dates and time of departure and return, the duration and places of intermediate stops and transport connections.
Where the exact time is not yet determined, the organiser and, where applicable, the retailer shall inform the traveller of the approximate time of departure and return;
iii) the location, main features and, where applicable, tourist category of the accommodation under the rules of the country of destination;
iv) the meal plan;
v) visits, excursion(s) or other services included in the total price agreed for the package;
vi) where it is not apparent from the context, whether any of the travel services will be provided to the traveller as part of a group and, if so, where possible, the approximate size of the group;
vii) where the traveller's benefit from other tourist services depends on effective oral communication, the language in which those services will be carried out; and
viii) whether the trip or holiday is generally suitable for persons with reduced mobility and, upon the traveller's request, precise information on the suitability of the trip or holiday taking into account the traveller's needs;
b) the trading name and geographical address of the organiser and, where applicable, of the retailer, as well as their telephone number and, where applicable, e-mail address;
c) the total price of the package inclusive of taxes and, where applicable, of all additional fees, charges and other costs or, where those costs cannot reasonably be calculated in advance of the conclusion of the contract, an indication of the type of additional costs which the traveller may still have to bear;
d) the arrangements for payment, including any amount or percentage of the price which is to be paid as a down payment and the timetable for payment of the balance, or financial guarantees to be paid or provided by the traveller;
e) the minimum number of persons required for the package to take place and the time-limit, referred to in point (a) of Article 12(3), before the start of the package for the possible termination of the contract if that number is not reached;
f) general information on passport and visa requirements, including approximate periods for obtaining visas and information on health formalities, of the country of destination;
g) information that the traveller may terminate the contract at any time before the start of the package in return for payment of an appropriate termination fee, or, where applicable, the standardised termination fees requested by the organiser, in accordance with Article 12(1);
h) information on optional or compulsory insurance to cover the cost of termination of the contract by the traveller or the cost of assistance, including repatriation, in the event of accident, illness or death.
For package travel contracts concluded by telephone, the organiser and, where applicable, the retailer shall provide the traveller with the standard information set out in Part B of Annex I, and the information set out in points (a) to (h) of the first subparagraph.
2) With reference to packages as defined in point (b)(v) of point 2 of Article 3 the organiser and the trader to whom the data are transmitted shall ensure that each of them provides, before the traveller is bound by a contract or any corresponding offer, the information set out in points (a) to (h) of the first subparagraph of paragraph 1 of this Article in so far as it is relevant for the respective travel services they offer. The organiser shall also provide, at the same time, the standard information by means of the form set out in Part C of Annex I.
3) The information referred to in paragraphs 1 and 2 shall be provided in a clear, comprehensible and prominent manner. Where such information is provided in writing, it shall be legible.
1- Member States shall ensure that the information provided to the traveller pursuant to points (a), (c), (d), (e) and (g) of the first subparagraph of Article 5(1) shall form an integral part of the package travel contract and shall not be altered unless the contracting parties expressly agree otherwise. The organiser and, where applicable, the retailer shall communicate all changes to the pre-contractual information to the traveller in a clear, comprehensible and prominent manner before the conclusion of the package travel contract.
2- If the organiser and, where applicable, the retailer has not complied with the information requirements on additional fees, charges or other costs as referred to in point (c) of the first subparagraph of Article 5(1) before the conclusion of the package travel contract, the traveller shall not bear those fees, charges or other costs.
1- Member States shall ensure that package travel contracts are in plain and intelligible language and, in so far as they are in writing, legible. At the conclusion of the package travel contract or without undue delay thereafter, the organiser or retailer shall provide the traveller with a copy or confirmation of the contract on a durable medium. The traveller shall be entitled to request a paper copy if the package travel contract has been concluded in the simultaneous physical presence of the parties.
With respect to off-premises contracts as defined in point 8 of Article 2 of Directive 2011/83/EU, a copy or confirmation of the package travel contract shall be provided to the traveller on paper or, if the traveller agrees, on another durable medium.
2- The package travel contract or confirmation of the contract shall set out the full content of the agreement which shall include all the information referred to in points (a) to (h) of the first subparagraph of Article 5(1) and the following information:
a) special requirements of the traveller which the organiser has accepted;
b) information that the organiser is:
i) responsible for the proper performance of all travel services included in the contract in accordance with Article 13; and
ii) obliged to provide assistance if the traveller is in difficulty in accordance with Article 16;
c) the name of the entity in charge of the insolvency protection and its contact details, including its geographical address, and, where applicable, the name of the competent authority designated by the Member State concerned for that purpose and its contact details;
d) the name, address, telephone number, e-mail address and, where applicable, the fax number of the organiser's local representative, of a contact point or of another service which enables the traveller to contact the organiser quickly and communicate with him efficiently, to request assistance when the traveller is in difficulty or to complain about any lack of conformity perceived during the performance of the package;
e) information that the traveller is required to communicate any lack of conformity which he perceives during the performance of the package in accordance with Article 13(2);
f) where minors, unaccompanied by a parent or another authorised person, travel on the basis of a package travel contract which includes accommodation, information enabling direct contact with the minor or the person responsible for the minor at the minor's place of stay;
g) information on available in-house complaint handling procedures and on alternative dispute resolution (‘ADR’) mechanisms pursuant to Directive 2013/11/EU of the European Parliament and of the Council (1), and, where applicable, on the ADR entity by which the trader is covered and on the online dispute resolution platform pursuant to Regulation (EU) No 524/2013 of the European Parliament and of the Council (2);
h) information on the traveller's right to transfer the contract to another traveller in accordance with Article 9.
3- With reference to packages as defined in point (b)(v) of point 2 of Article 3, the trader to whom the data are transmitted shall inform the organiser of the conclusion of the contract leading to the creation of a package. The trader shall provide the organiser with the information necessary to comply with his obligations as an organiser.
As soon as the organiser is informed that a package has been created, the organiser shall provide to the traveller the information referred to in points (a) to (h) of paragraph 2 on a durable medium.
4- The information referred to in paragraphs 2 and 3 shall be provided in a clear, comprehensible and prominent manner.
5- In good time before the start of the package, the organiser shall provide the traveller with the necessary receipts, vouchers and tickets, information on the scheduled times of departure and, where applicable, the deadline for check-in, as well as the scheduled times for intermediate stops, transport connections and arrival.
As regards compliance with the information requirements laid down in this Chapter, the burden of proof shall be on the trader.
(1) Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR) (OJ L 165, 18.6.2013, p. 63).
(2) Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR) (OJ L 165, 18.6.2013, p. 1).
CHANGES TO THE PACKAGE TRAVEL CONTRACT BEFORE THE START OF THE PACKAGE
1- Member States shall ensure that a traveller may, after giving the organiser reasonable notice on a durable medium before the start of the package, transfer the package travel contract to a person who satisfies all the conditions applicable to that contract. Notice given at the latest seven days before the start of the package shall in any event be deemed to be reasonable.
2- The transferor of the package travel contract and the transferee shall be jointly and severally liable for the payment of the balance due and for any additional fees, charges or other costs arising from the transfer. The organiser shall inform the transferor about the actual costs of the transfer. Those costs shall not be unreasonable and shall not exceed the actual cost incurred by the organiser due to the transfer of the package travel contract.
3- The organiser shall provide the transferor with proof of the additional fees, charges or other costs arising from the transfer of the package travel contract.
1- Member States shall ensure that after the conclusion of the package travel contract, prices may be increased only if the contract expressly reserves that possibility and states that the traveller is entitled to price reduction under paragraph 4. In that event the package travel contract shall state how price revisions are to be calculated. Price increases shall be possible exclusively as a direct consequence of changes in:
a) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
b) the level of taxes or fees on the travel services included in the contract imposed by third parties not directly involved in the performance of the package, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or
c) the exchange rates relevant to the package.
2- If the price increase referred to in paragraph 1 of this Article exceeds 8 % of the total price of the package, Article 11(2) to (5) shall apply.
3- Irrespective of its extent, a price increase shall be possible only if the organiser notifies the traveller clearly and comprehensibly of it with a justification for that increase and a calculation, on a durable medium at the latest 20 days before the start of the package.
4- If the package travel contract stipulates the possibility of price increases, the traveller shall have the right to a price reduction corresponding to any decrease in the costs referred to in points (a), (b) and (c) of paragraph 1 that occurs after the conclusion of the contract before the start of the package.
5- In the event of a price decrease, the organiser shall have the right to deduct actual administrative expenses from the refund owed to the traveller. At the traveller's request, the organiser shall provide proof of those administrative expenses.
1- Member States shall ensure that, before the start of the package, the organiser may not unilaterally change package travel contract terms other than the price in accordance with Article 10, unless:
a) the organiser has reserved that right in the contract;
b) the change is insignificant; and
c) the organiser informs the traveller of the change in a clear, comprehensible and prominent manner on a durable medium.
2- If, before the start of the package, the organiser is constrained to alter significantly any of the main characteristics of the travel services as referred to in point (a) of the first subparagraph of Article 5(1) or cannot fulfil the special requirements as referred to in point (a) of Article 7(2), or proposes to increase the price of the package by more than 8 % in accordance with Article 10(2), the traveller may within a reasonable period specified by the organiser:
a) accept the proposed change; or
b) terminate the contract without paying a termination fee.
If the traveller terminates the package travel contract, the traveller may accept a substitute package where this is offered by the organiser, if possible of an equivalent or a higher quality.
3- The organiser shall without undue delay inform the traveller in a clear, comprehensible and prominent manner on a durable medium of:
a) the proposed changes referred to in paragraph 2 and, where appropriate in accordance with paragraph 4, their impact on the price of the package;
b) reasonable period within which the traveller has to inform the organiser of his decision pursuant to paragraph 2;
c) the consequences of the traveller's failure to respond within the period referred to point (b), in accordance with applicable national law; and
d) where applicable, the offered substitute package and its price.
4- Where the changes to the package travel contract referred to in the first subparagraph of paragraph 2 or the substitute package referred to in the second subparagraph of paragraph 2 result in a package of lower quality or cost, the traveller shall be entitled to an appropriate price reduction.
5- If the package travel contract is terminated pursuant to point (b) of the first subparagraph of paragraph 2 of this Article, and the traveller does not accept a substitute package, the organiser shall refund all payments made by or on behalf of the traveller without undue delay and in any event not later than 14 days after the contract is terminated. Article 14(2), (3), (4), (5) and (6) shall apply mutatis mutandis.
1- Member States shall ensure that the traveller may terminate the package travel contract at any time before the start of the package. Where the traveller terminates the package travel contract under this paragraph, the traveller may be required to pay an appropriate and justifiable termination fee to the organiser. The package travel contract may specify reasonable standardised termination fees based on the time of the termination of the contract before the start of the package and the expected cost savings and income from alternative deployment of the travel services. In the absence of standardised termination fees, the amount of the termination fee shall correspond to the price of the package minus the cost savings and income from alternative deployment of the travel services. At the traveller's request the organiser shall provide a justification for the amount of the termination fees.
2- Notwithstanding paragraph 1, the traveller shall have the right to terminate the package travel contract before the start of the package without paying any termination fee in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity and significantly affecting the performance of the package, or which significantly affect the carriage of passengers to the destination. In the event of termination of the package travel contract under this paragraph, the traveller shall be entitled to a full refund of any payments made for the package, but shall not be entitled to additional compensation.
3- The organiser may terminate the package travel contract and provide the traveller with a full refund of any payments made for the package, but shall not be liable for additional compensation, if:
a) the number of persons enrolled for the package is smaller than the minimum number stated in the contract and the organiser notifies the traveller of the termination of the contract within the period fixed in the contract, but not later than:
i) 20 days before the start of the package in the case of trips lasting more than six days;
ii) seven days before the start of the package in the case of trips lasting between two and six days;
iii)48 hours before the start of the package in the case of trips lasting less than two days; or
b) the organiser is prevented from performing the contract because of unavoidable and extraordinary circumstances and notifies the traveller of the termination of the contract without undue delay before the start of the package.
4- The organiser shall provide any refunds required under paragraphs 2 and 3 or, with respect to paragraph 1, reimburse any payments made by or on behalf of the traveller for the package minus the appropriate termination fee. Such refunds or reimbursements shall be made to the traveller without undue delay and in any event not later than 14 days after the package travel contract is terminated.
5- With respect to off-premises contracts, Member States may provide in their national law that the traveller has the right to withdraw from the package travel contract within a period of 14 days without giving any reason.
PERFORMANCE OF THE PACKAGE
1- Member States shall ensure that the organiser is responsible for the performance of the travel services included in the package travel contract, irrespective of whether those services are to be performed by the organiser or by other travel service providers.
Member States may maintain or introduce in their national law provisions under which the retailer is also responsible for the performance of the package. In that case the provisions of Article 7 and Chapter III, this Chapter and Chapter V which are applicable to the organiser shall also apply mutatis mutandis to the retailer.
2- The traveller shall inform the organiser without undue delay, taking into account the circumstances of the case, of any lack of conformity which he perceives during the performance of a travel service included in the package travel contract.
3- If any of the travel services are not performed in accordance with the package travel contract, the organiser shall remedy the lack of conformity, unless that:
a) is impossible; or
b) entails disproportionate costs, taking into account the extent of the lack of conformity and the value of the travel services affected.
If the organiser, in accordance with point (a) or point (b) of the first subparagraph of this paragraph, does not remedy the lack of conformity, Article 14 shall apply.
4- Without prejudice to the exceptions laid down in paragraph 3, if the organiser does not remedy the lack of conformity within a reasonable period set by the traveller, the traveller may do so himself and request reimbursement of the necessary expenses. It shall not be necessary for the traveller to specify a time-limit if the organiser refuses to remedy the lack of conformity or if immediate remedy is required.
5- Where a significant proportion of the travel services cannot be provided as agreed in the package travel contract, the organiser shall offer, at no extra cost to the traveller, suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract, for the continuation of the package, including where the traveller's return to the place of departure is not provided as agreed.
Where the proposed alternative arrangements result in a package of lower quality than that specified in the package travel contract, the organiser shall grant the traveller an appropriate price reduction.
The traveller may reject the proposed alternative arrangements only if they are not comparable to what was agreed in the package travel contract or the price reduction granted is inadequate.
6- Where a lack of conformity substantially affects the performance of the package and the organiser has failed to remedy it within a reasonable period set by the traveller, the traveller may terminate the package travel contract without paying a termination fee and, where appropriate, request, in accordance with Article 14, price reduction and/or compensation for damages.
If it is impossible to make alternative arrangements or the traveller rejects the proposed alternative arrangements in accordance with the third subparagraph of paragraph 5 of this Article, the traveller is, where appropriate, entitled to price reduction and/or compensation for damages in accordance with Article 14 without terminating the package travel contract.
If the package includes the carriage of passengers, the organiser shall, in the cases referred to in the first and second sub paragraphs, also provide repatriation of the traveller with equivalent transport without undue delay and at no extra cost to the traveller.
7- As long as it is impossible to ensure the traveller's return as agreed in the package travel contract because of unavoidable and extraordinary circumstances, the organiser shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per traveller. Where longer periods are provided for in Union passenger rights legislation applicable to the relevant means of transport for the traveller's return, those periods shall apply.
8- The limitation of costs referred to in paragraph 7 of this Article shall not apply to persons with reduced mobility, as defined in point (a) of Article 2 of Regulation (EC) No 1107/2006, and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that the organiser has been notified of their particular needs at least 48 hours before the start of the package. The organiser may not invoke unavoidable and extraordinary circumstances to limit the liability under paragraph 7 of this Article if the relevant transport provider may not rely on such circumstances under applicable Union legislation.
1- Member States shall ensure that the traveller is entitled to an appropriate price reduction for any period during which there was lack of conformity, unless the organiser proves that the lack of conformity is attributable to the traveller.
2- The traveller shall be entitled to receive appropriate compensation from the organiser for any damage which the traveller sustains as a result of any lack of conformity. Compensation shall be made without undue delay.
3- The traveller shall not be entitled to compensation for damages if the organiser proves that the lack of conformity is:
a) attributable to the traveller;
b) attributable to a third party unconnected with the provision of the travel services included in the package travel contract and is unforeseeable or unavoidable; or
c) due to unavoidable and extraordinary circumstances.
4- Insofar as international conventions binding the Union limit the extent of or the conditions under which compensation is to be paid by a provider carrying out a travel service which is part of a package, the same limitations shall apply to the organiser. Insofar as international conventions not binding the Union limit compensation to be paid by a service provider, Member States may limit compensation to be paid by the organiser accordingly. In other cases, the package travel contract may limit compensation to be paid by the organiser as long as that limitation does not apply to personal injury or damage caused intentionally or with negligence and does not amount to less than three times the total price of the package.
5- Any right to compensation or price reduction under this Directive shall not affect the rights of travellers under Regulation (EC) No 261/2004, Regulation (EC) No 1371/2007, Regulation (EC) No 392/2009 of the European Parliament and of the Council (1), Regulation (EU) No 1177/2010 and Regulation (EU) No 181/2011, and under inter national conventions. Travellers shall be entitled to present claims under this Directive and under those Regulations and international conventions. Compensation or price reduction granted under this Directive and the compensation or price reduction granted under those Regulations and international conventions shall be deducted from each other in order to avoid overcompensation.
6- The limitation period for introducing claims under this Article shall not be less than two years.
Without prejudice to the second subparagraph of Article 13(1), Member States shall ensure that the traveller may address messages, requests or complaints in relation to the performance of the package directly to the retailer through which it was purchased. The retailer shall forward those messages, requests or complaints to the organiser without undue delay.
For the purpose of compliance with time-limits or limitation periods, receipt of the messages, requests or complaints referred to in the first subparagraph by the retailer shall be considered as receipt by the organiser.
Member States shall ensure that the organiser gives appropriate assistance without undue delay to the traveller in difficulty, including in the circumstances referred to in Article 13(7), in particular by:
a) providing appropriate information on health services, local authorities and consular assistance; and
b) assisting the traveller to make distance communications and helping the traveller to find alternative travel arrangements.
The organiser shall be able to charge a reasonable fee for such assistance if the difficulty is caused intentionally by the traveller or through the traveller's negligence. That fee shall not in any event exceed the actual costs incurred by the organiser.
(1) Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents (OJ L 131, 28.5.2009, p. 24).
1- Member States shall ensure that organisers established in their territory provide security for the refund of all payments made by or on behalf of travellers insofar as the relevant services are not performed as a consequence of the organiser's insolvency. If the carriage of passengers is included in the package travel contract, organisers shall also provide security for the travellers' repatriation. Continuation of the package may be offered.
Organisers not established in a Member State which sell or offer for sale packages in a Member State, or which by any means direct such activities to a Member State, shall be obliged to provide the security in accordance with the law of that Member State.
2- The security referred to in paragraph 1 shall be effective and shall cover reasonably foreseeable costs. It shall cover the amounts of payments made by or on behalf of travellers in respect of packages, taking into account the length of the period between down payments and final payments and the completion of the packages, as well as the estimated cost for repatriations in the event of the organiser's insolvency.
3- An organiser's insolvency protection shall benefit travellers regardless of their place of residence, the place of departure or where the package is sold and irrespective of the Member State where the entity in charge of the insolvency protection is located.
4- When the performance of the package is affected by the organiser's insolvency, the security shall be available free of charge to ensure repatriations and, if necessary, the financing of accommodation prior to the repatriation.
5- For travel services that have not been performed, refunds shall be provided without undue delay after the traveller's request.
1- Member States shall recognise as meeting the requirements of their national measures transposing Article 17 any insolvency protection an organiser provides under such measures of the Member State of his establishment.
2- Member States shall designate central contact points to facilitate the administrative cooperation and supervision of organisers operating in different Member States. They shall notify the contact details of those contact points to all other Member States and the Commission.
3- The central contact points shall make available to each other all necessary information on their national insolvency protection requirements and the identity of the entity or entities in charge of the insolvency protection for specific organisers established in their territory. Those contact points shall grant each other access to any available inventory listing organisers which are in compliance with their insolvency protection obligations. Any such inventory shall be publicly accessible, including online.
4- If a Member State has doubts about an organiser's insolvency protection, it shall seek clarification from the organiser's Member State of establishment. Member States shall respond to requests from other Member States as quickly as possible taking into account the urgency and complexity of the matter. In any event a first response shall be issued at the latest within 15 working days from receiving the request.
LINKED TRAVEL ARRANGEMENTS
1- Member States shall ensure that traders facilitating linked travel arrangements shall provide security for the refund of all payments they receive from travellers insofar as a travel service which is part of a linked travel arrangement is not performed as a consequence of their insolvency. If such traders are the party responsible for the carriage of passengers, the security shall also cover the traveller's repatriation. The second subparagraph of Article 17(1), Article 17(2) to (5) and Article 18 shall apply mutatis mutandis.
2- Before the traveller is bound by any contract leading to the creation of a linked travel arrangement or any corresponding offer, the trader facilitating linked travel arrangements, including where the trader is not established in a Member State but, by any means, directs such activities to a Member State, shall state in a clear, comprehensible and prominent manner that the traveller:
a) will not benefit from any of the rights applying exclusively to packages under this Directive and that each service provider will be solely responsible for the proper contractual performance of his service; and
b) will benefit from insolvency protection in accordance with paragraph 1.
In order to comply with this paragraph, the trader facilitating a linked travel arrangement shall provide the traveller with that information by means of the relevant standard form set out in Annex II, or, where the particular type of linked travel arrangement is not covered by any of the forms set out in that Annex, provide the information contained therein.
3- Where the trader facilitating linked travel arrangements has not complied with the requirements set out in paragraphs 1 and 2 of this Article, the rights and obligations laid down in Articles 9 and 12 and Chapter IV shall apply in relation to the travel services included in the linked travel arrangement.
4- Where a linked travel arrangement is the result of the conclusion of a contract between a traveller and a trader who does not facilitate the linked travel arrangement, that trader shall inform the trader facilitating the linked travel arrangement of the conclusion of the relevant contract.
Without prejudice to the second subparagraph of Article 13(1), where the organiser is established outside the European Economic Area, the retailer established in a Member State shall be subject to the obligations laid down for organisers in Chapters IV and V, unless the retailer provides evidence that the organiser complies with those Chapters.
Member States shall ensure that a trader is liable for any errors due to technical defects in the booking system which are attributable to him and, where the trader has agreed to arrange the booking of a package or of travel services which are part of linked travel arrangements, for the errors made during the booking process.
A trader shall not be liable for booking errors which are attributable to the traveller or which are caused by unavoidable and extraordinary circumstances.
In cases where an organiser or, in accordance with the second subparagraph of Article 13(1) or Article 20, a retailer pays compensation, grants price reduction or meets the other obligations incumbent on him under this Directive, Member States shall ensure that the organiser or retailer has the right to seek redress from any third parties which contributed to the event triggering compensation, price reduction or other obligations.
1- A declaration by an organiser of a package or a trader facilitating a linked travel arrangement that he is acting exclusively as a travel service provider, as an intermediary or in any other capacity, or that a package or a linked travel arrangement does not constitute a package or a linked travel arrangement, shall not absolve that organiser or trader from the obligations imposed on them under this Directive.
2- Travellers may not waive the rights conferred on them by the national measures transposing this Directive.
3- Any contractual arrangement or any statement by the traveller which directly or indirectly waives or restricts the rights conferred on travellers pursuant to this Directive or aims to circumvent the application of this Directive shall not be binding on the traveller.
Member States shall ensure that adequate and effective means exist to ensure compliance with this Directive.
Member States shall lay down the rules on penalties applicable to infringements of national provisions adopted pursuant to this Directive and shall take all measures necessary to ensure that they are implemented. The penalties provided for shall be effective, proportionate and dissuasive.
By 1 January 2019, the Commission shall submit a report to the European Parliament and to the Council on the provisions of this Directive applying to online bookings made at different points of sale and the qualification of such bookings as packages, linked travel arrangements or stand-alone travel services, and in particular on the definition of package set out in point (b)(v) of point 2 of Article 3 and whether an adjustment or broadening of that definition is appropriate.
By 1 January 2021, the Commission shall submit a general report on the application of this Directive to the European Parliament and to the Council.
The reports referred to in the first and the second paragraphs shall be accompanied, where necessary, by legislative proposals.
1- Point 5 of the Annex to Regulation (EC) No 2006/2004 is replaced by the following: ‘5. Directive (EU) 2015/2302 of the European Parliament and of the Council (*)
(*) Directive (EU) 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements, amending Regulation (EC) No 2006/2004 and Directive 2011/83/EU of the European Parliament and of the Council and repealing Council Directive 90/314/EEC (OJ L 326, 11.12.2015, p. 1).’.
2- Point (g) of Article 3(3) of Directive 2011/83/EU is replaced by the following:
‘(g) on packages as defined in point 2 of Article 3 of Directive (EU) 2015/2302 of the European Parliament and of the Council (**).
Article 6(7), Article 8(2) and (6) and Articles 19, 21 and 22 of this Directive shall apply mutatis mutandis to packages as defined in point 2 of Article 3 of Directive (EU) 2015/2302 in relation to travellers as defined in point 6 of Article 3 of that Directive.
(**) Directive (EU) 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements, amending Regulation (EC) No 2006/2004 and Directive 2011/83/EU of the European Parliament and of the Council and repealing Council Directive 90/314/EEC (OJ L 326, 11.12.2015, p. 1).’.
1- Member States shall adopt and publish, by 1 January 2018, the laws, regulations and administrative provisions necessary to comply with this Directive. They shall forthwith communicate to the Commission the text of those measures.
2- They shall apply those measures from 1 July 2018.
3- When Member States adopt those measures, they shall contain a reference to this Directive or be accompanied by such a reference on the occasion of their official publication. Member States shall determine how such reference is to be made.
4- Member States shall communicate to the Commission the text of the main provisions of national law which they adopt in the field covered by this Directive.
Directive 90/314/EEC is repealed with effect from 1 July 2018.
References to the repealed Directive shall be construed as references to this Directive and shall be read in accordance with the correlation table set out in Annex III.
This Directive shall enter into force on the twentieth day following that of its publication in the Official Journal of the European Union.
This Directive is addressed to the Member States.
Done at Strasbourg, 25 November 2015.
For the European Parliament For the Council
The President The President
M. SCHULZ N. SCHMIT
Standard information form for package travel contracts where the use of hyperlinks is possible
The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302.Therefore, you will benefit from all EU rights applying to packages. Company XY/companies XY will be fully responsi ble for the proper performance of the package as a whole.Additionally, as required by law, company XY/companies XY has/have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.More information on key rights under Directive (EU) 2015/2302 (to be provided in the form of a hyperlink).
Following the hyperlink the traveller will receive the following information:
Key rights under Directive (EU) 2015/2302
Directive (EU) 2015/2302 as transposed into national law (hyperlink)
Standard information form for package travel contracts in situations other than those covered by Part A
The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302.Therefore, you will benefit from all EU rights applying to packages. Company XY/companies XY will be fully responsi ble for the proper performance of the package as a whole.Additionally, as required by law, company XY/companies XY has/have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.
(Website where Directive (EU) 2015/2302 as transposed into national law can be found.)
Standard information form where the organiser transmits data to another trader in accordance with point (b)
(v) of point 2 of Article 3
If you conclude a contract with company AB not later than 24 hours after receiving the confirmation of the booking from company XY the travel service provided by XY and AB will constitute a package within the meaning of Directive (EU) 2015/2302.Therefore, you will benefit from all EU rights applying to packages. Company XY will be fully responsible for the proper performance of the package as a whole.Additionally, as required by law, company XY has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.More information on key rights under Directive (EU) 2015/2302 (to be provided in the form of a hyperlink).
Standard information form where the trader facilitating an online linked travel arrangement within the meaning of point (a) of point 5 of Article 3 is a carrier selling a return ticket
If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company/XY, you will NOT benefit from rights applying to packages under Directive (EU) 2015/2302.Therefore, our company/XY will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.However, if you book any additional travel services during the same visit to our company's/XY's booking website, the travel services will become part of a linked travel arrangement. In that case XY has, as required by EU law, protection in place to refund your payments to XY for services not performed because of XY's insolvency, and, where necessary, for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant ser vice provider.More information on insolvency protection (to be provided in the form of a hyperlink)
XY has taken out insolvency protection with YZ (the entity in charge of the insolvency protection, e.g. a guarantee fund or an insurance company).Travellers may contact this entity, or where applicable, the competent authority (contact details, including name, geo graphical address, email and telephone number) if the services are denied because of XY's insolvency.Note: This insolvency protection does not cover contracts with parties other than XY, which can be performed despite XY's insolvency.Directive (EU) 2015/2302 as transposed into the national law (hyperlink)
Standard information form where the trader facilitating an online linked travel arrangement within the meaning of point (a) of point 5 of Article 3 is a trader other than a carrier selling a return ticket
If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company/XY, you will NOT benefit from rights applying to packages under Directive (EU) 2015/2302.Therefore, our company/XY will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.However, if you book any additional travel services during the same visit to our company's/XY's booking website, the travel services will become part of a linked travel arrangement. In that case XY has, as required by EU law, protection in place to refund your payments to XY for services not performed because of XY's insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.More information on insolvency protection (to be provided in the form of a hyperlink)
XY has taken out insolvency protection with YZ (the entity in charge of the insolvency protection, e.g. a guarantee fund or an insurance company).Travellers may contact this entity or, where applicable, the competent authority (contact details, including name, geo graphical address, email and telephone number) if the services are denied because of XY's insolvency.Note: This insolvency protection does not cover contracts with parties other than XY, which can be performed despite XY's insolvency.Directive (EU) 2015/2302 as transposed into the national law (hyperlink)
Standard information form in the case of linked travel arrangements within the meaning of point (a) of point 5 of Article 3 where the contracts are concluded in the simultaneous physical presence of the trader (other than a carrier selling a return ticket) and the traveller
If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company/XY, you will NOT benefit from rights applying to packages under Directive (EU) 2015/2302 Therefore, our company/XY will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider. However, if you book any additional travel services during the same visit to or contact with our company/XY, the travel services will become part of a linked travel arrangement. In that case XY has, as required by EU law, protection in place to refund your payments to XY for services not performed because of XY's insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
Standard information form where the trader facilitating an online linked travel arrangement within the meaning of point (b) of point 5 of Article 3 is a carrier selling a return ticket
If you book additional travel services for your trip or holiday via this link/these links, you will NOT benefit from rights applying to packages under Directive (EU) 2015/2302.Therefore, our company/XY will not be responsible for the proper performance of those additional travel services. In case of problems, please contact the relevant service provider.However, if you book additional travel services via this link/these links not later than 24 hours after receiving the con firmation of the booking from our company/XY, those travel services will become part of a linked travel arrangement. In that case XY has, as required by EU law, protection in place to refund your payments to XY for services not per formed because of XY's insolvency, and, where necessary, for your repatriation. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.More information on insolvency protection (to be provided in the form of a hyperlink)
Standard information form where the trader facilitating an online linked travel arrangement within the meaning of point (b) of point 5 of Article 3 is a trader other than a carrier selling a return ticket
Point 2 of Article 3 and Article 2(2), point (a)
Point 8 of Article 3
Point 9 of Article 3
Point 6 of Article 3
Point 3 of Article 3
Deleted; however main parts incorporated in Articles 5 and 6
Article 4(1), point (a)
Article 5(1), point (f)
Article 4(1), point (b)
Article 5(1), point (h), Article 7(2), points (d) and (f), and Article 7(4)
Article 4(2), point (a)
Article 4(2), point (b)
Article 5(3), and Article 7(1) and (4)
Article 4(2), point (c)
Article 11(2) and (3)
Article 11(2), (3) and (4), and Article 12(3) and (4)
Article 13(5), (6) and (7)
Article 14(2) (3) and (4), and Article 16
Article 7(2), point (e), and Article 13(2)
Article 17 and Article 18
Annex, point (a)
Article 5(1), point (a)(i)
Annex, point (b)
Article 5(1), point (a)(ii)
Annex, point (c)
Article 5(1), point (a)(iii)
Annex, point (d)
Article 5(1), point (e)
Annex, point (e)
Annex, point (f)
Article 5(1), point (a)(v)
Annex, point (g)
Article 5(1), point (b)
Annex, point (h)
Article 5(1), point (c), and Article 10(1)
Annex, point (i)
Article 5(1), point (d)
Annex, point (j)
Article 7(2), point (a)
Annex, point (k)
Short Info (EN)