Article 12 Complaints
During the travel package
12.1. Complaints about the performance of the agreement must be notified as quickly as possible on site, so that asolution can be sought. In this context, the traveller must report – in the following sequence – to:
- the appropriate service provider;
- the holiday representative or, if he/she is not present or available;
- the travel organiser.
12.2. In the event that the failure is not resolved, and negatively affects the quality of the travel package, this must in any event be notified immediately – in other words, without any attributable delay – to the travel organiser in the Netherlands.
12.3. If a failure is not resolved satisfactorily on site, the travel organiser will ensure that there is a possibility to record it in the form of a complaint (complaint report).
12.4. The travel organiser will ensure that there is information regarding the procedure to be followed on site, the contact details and availability of the persons in question.
12.5. In the event that the traveller has not complied with the obligation to register a complaint in the manner indicated by the travel organiser, and as a result the service provider or travel organiser have not been given the opportunity to remedy the failure, any entitlement to compensation for loss may be limited or excluded.After the travel package.
After the travel package
12.6. If a complaint has not been resolved satisfactorily, it must be submitted in the prescribed manner, within two months of the end of the travel package (or the service used), or after the original date of departure if the travel package has not gone ahead. The traveller must enclose a copy of the complaint report with this, if available.
12.7. If the complaint relates to the realization of a contract, it must be submitted to the booking office as quickly as possible, and in any event within two months of the traveller taking cognizance of the facts to which the complaint relates.
12.8. In event that the traveller does not submit the complaint in good time, it will not be processed, unless the traveller cannot reasonably be blamed for this.
12.9. The travel organiser will issue a substantive response no later than one month after receipt of the complaint.