With the first warm days approaching, many people's anticipation of the upcoming holidays and summer vacation grows. But the longed-for break doesn't always go smoothly.
The experience of Consumer Arbitration Austria shows that while unpleasant surprises do occur on vacation, they can often be avoided or at least resolved afterward with good preparation. Joachim Leitner, travel expert at Consumer Arbitration Austria, advises vacationers to plan well, have a basic understanding of their rights, and, if the worst comes to the worst, remain calm and composed.
Package tour versus individual booking – advantages and disadvantages
When booking, the question often arises as to whether a package tour or individually arranged individual services is the better choice. A package tour that combines at least two different travel services, such as transport and accommodation, into one total price generally offers one decisive advantage: the tour operator is responsible for the correct execution of the entire trip. In the event of problems on site, they are the first point of contact and should take care of finding a solution. If deficiencies arise, travelers are often entitled to a price reduction upon their return. Another important aspect is the tour operator's insolvency insurance, which at least protects consumers from the loss of payments already made in the event of bankruptcy – as was recently the case with FTI.
If individual services are booked separately, this insolvency protection is missing. If, for example, an airline goes bankrupt, the money paid is usually lost. Furthermore, with individual bookings, vacationers bear full responsibility for the smooth running of their trip. If the flight is canceled and this leads to a delayed arrival at the hotel, it may happen that the room has already been booked.
Booking channels – travel agency versus online platforms
Traditional travel agencies remain popular because they often offer comprehensive advice and help you put together the ideal vacation. However, their opening hours are limited, and a surcharge may apply for their agency services.
The internet is teeming with offers. Tour operators offer their package holidays, and flights and rooms can be booked directly on the websites of airlines and hotels. Rental cars, cruises, and events at your holiday destination can also be reserved online. However, caution is advised when booking through intermediary platforms, especially if they are based abroad. While these often entice you with low prices, finding a solution is often difficult. Therefore, when booking online, it is advisable to book directly with the service provider (hotel or airline) whenever possible, as prices are often the same or even cheaper there, as there are no commissions for intermediaries.
Cancellation conditions and travel cancellation insurance
Unforeseen events such as sudden illness can make a vacation cancellation necessary. Consumers should therefore pay attention to the cancellation conditions when booking, as these can vary considerably. Package holidays generally cannot be canceled free of charge (except in exceptional circumstances at the destination), which is why purchasing travel cancellation insurance may be advisable. However, it is important to note that even insurance only covers cancellation costs under certain conditions.
Most airline tickets are "non-refundable," meaning that in the event of a cancellation, only the taxes and fees are refunded, which often represent only a small portion of the total price. Hotel rooms are often free to cancel until shortly before arrival – usually for an additional fee, while non-refundable rates are generally cheaper.
Problems during the trip – rights and contacts
If problems arise during a package holiday, the tour operator is the primary point of contact. Travelers should contact them or their local partners directly and demand immediate remediation. Complaints about a room that is too small or dirty, a lack of a sea view, or inadequate amenities should first be made to the hotel reception. If the problem cannot be remedied there, the tour operator is responsible. The same applies to problems with other services included in the package, such as transfers or excursions. If a complaint is unsuccessful, the deficiencies should be documented and a claim for a price reduction should be made to the tour operator upon return.
In the event of flight problems such as cancellation or delay, consumers are often entitled to rebooking, assistance, and compensation of between €250 and €600, depending on the flight route. This claim is directed directly against the airline, even if the flight was part of a package holiday.
Arbitration as a way out of disputes
If, despite your own efforts, you cannot reach an agreement with a company, arbitration can help. Consumer Arbitration Austria offers free and impartial support. Applications can be submitted easily via a web form, by email, or by mail. Joachim Leitner, MD, emphasizes the advantages of arbitration: "Arbitration offers the great advantage of being able to find solutions that both parties agree on, often in a very short time, without any cost risk." The success rate is impressive.
Consumer Arbitration Austria is also active in Travel_Net, a Europe-wide network of arbitration bodies that ensures rapid referral to the appropriate agency for cross-border travel issues. General information and contact details can be found on the Consumer Arbitration Austria website (www.verbraucherschlichtung.at). For passenger transport issues (train, ship, bus, plane), the Agency for Passenger Rights (apf – www.apf.gv.at) is responsible. Consumer Arbitration Austria is happy to assist if you are unsure about jurisdiction. The Chamber of Labor (www.arbeiterkammer.at) and the Association for Consumer Information (www.vki.at) also offer general information on consumer rights.
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