Package holidays and consumer rights

Going away on holiday, be it for just a few days or even longer, has become routine. Some holidays are well planned ahead, others are taken on the spur of a moment, especially when a break is desperately needed.

Whatever the situation, certain precautions should always be taken to avoid any unfortunate incidents that might ruin your holiday.

While planning a holiday, we must bear in mind that there is always the possibility that something might go wrong. It could either be a problem with the flight, or the hotel is somewhat different from how it was promoted by the travel agency. Excursions could be badly organised by the tour operator, thus precious time is lost and desired places not visited.

In such situations, it is helpful to be aware of your rights as a consumer and have them respected. Upon buying a package tour or holiday, consumers are protected by Package Travel Regulations. According to these regulations, consumers should be provided in writing with all the information of the chosen package.

This information must include the price, type of accommodation, itinerary, meal plan, and any tax or compulsory charges. If any information provided proves to be false or misleading, then the consumer is entitled to a compensation for the loss suffered. However, it is important that when problems arise during a package holiday, these must be immediately brought to the attention of the tour operator's representative. If things are not put right straight away, the consumer should collect and place a complaint with either the Consumer and Competition Division or the Malta Tourism Authority.

Having said that, consumers should note that a travel agency is only responsible when a complete package is purchased by the consumer, such as flights plus accommodation and/or excursions. Should the traveller make holiday arrangements independently, any problem with a particular part of the holiday should be solved out directly with the supplier of the service.

Ms Vella is senior information officer, Consumer and Competition Division.