Booking your summer holidays?

During this particular time of year families start planning their much-awaited summer holidays.

A year's savings can be spent on this holiday, so it would be wise to take a number of precautions to possibly avoid hassles and complications that might ruin it.

The very first rule is to shop around and compare and contrast the various offers available. At this point, consumers might also need to choose between purchasing a package holiday from a travel agency or opt for the individual holiday that needs to be personally planned and organised from scratch.

Whoever takes responsibility for organising the holiday should also think about the possibility that something might go wrong and thus ensure that the necessary precautions are taken.

Should we decide to book directly our flights and accommodation, our best protection is to carefully read the terms and conditions of the service we are about to purchase. Whatever information we are provided with should be read and understood.

Keeping a printed copy of this information might also prove useful should a problem arise. Prior to booking accommodation, it would also be wise to check out the reviews and comments of past customers to avoid unpleasant surprises.

If we decide to opt for a package holiday and entrust a travel agency with the organisation of our holiday, we should bear in mind there are specific obligations that the agency has to adhere to under the Package Travel Regulations.

First and foremost, the tour organiser should provide us with all the necessary information about the package chosen. This should include the price of the package, including taxes and any compulsory charges; type of accommodation; itinerary; meal plan; and a detailed description of the excursions, when these are purchased as part of the package.

All the information provided by the agency should not be false or misleading in any way. In fact, if during the holiday we are not given what was promised, we are legally entitled to claim damages for any losses suffered. Financial compensation may also be claimed for moral damages, that is, for any inconvenience or stress caused due to shortcomings encountered.

If after purchasing a specific holiday the travel agency informs us that the original package had to be altered, thus involving a major change, we may choose to cancel the entire holiday and claim back the money paid. We may also be entitled to compensation. This depends on how much notice we were given and how easy it was to book another holiday of the same standard.

The Package Travel Regulations do not allow the package organiser to modify the price agreed upon and stated in the contract unless charges relate to transport cost, taxes, or exchange rate. In any case, the price stated in the contract cannot be increased during the 20 days prior to the date of departure.

Should problems arise during the holiday, it is imperative we complain immediately. If an immediate solution is not possible, the complaint should be put in writing. It is also advisable to collect and keep all evidence and documents relevant to the complaint for future usage.

Once back in Malta, we should visit the travel agency and file an official complaint. We should also clarify how much we are claiming. However, it is important to make reasonable claims and not demand something we are not entitled to.

If our complaint is denied or the tour operator offers less than what we request, the next step is to open a complaint with the Consumer and Competition Division for mediation and amicable settlement.

customer@timesofmalta.com

odette.vella@gov.mt

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