When we need to get away from our hectic routine and go on holiday, we know that before we pack and go we have a lot of planning to do.

First of all, we need to decide where we would like to go and what to do during our holiday. We also need to think ahead of what can go wrong and hence take the necessary precautions to avoid these problems or learn how to deal with them so as not to let them ruin our much-deserved holiday.

When planning our holiday, the first choice we are faced with is that between buying a package holiday or organising our own. A package holiday is usually pre-organised and arranged for us.

The travel agency books our flights and sort out our accommodation, and if we want to, also organises excursions to specific places we are interested in visiting.

When buying a package holiday, we are protected by specific regulations and usually have a holiday representative to help us with any problems. According to the Package Travel Regulations, travel agents and tour operators are responsible for the holiday they sell and must ensure each and every aspect of the holiday is executed as promised in the information material given to us on booking the holiday.

These regulations also specify the kind of information consumers should be given about the package holiday. This information should include the price of the package, including taxes and any compulsory charges, the type of accommodation, itinerary and meal plan, and a detailed description of the excursions, when these are purchased as part of the package holiday.

If any of the information provided proves to be false or misleading, we may be entitled to compensation for any discrepancy and loss suffered. Hence, problem-solving can be relatively easier if we go for a package holiday.

If, on the other hand, we organise our own holiday and plan every aspect of the trip, we will have to do everything ourselves. The main advantage of being an independent traveller is that you can shop around for the cheapest flight and accommodation deals. You can also save on charges and fees a travel agency may impose for arranging and booking a package holiday.

However, we need to be extra careful while booking. For instance, if we are booking the flights, we need to make sure we click on the right dates and that we are fully aware of the total price we will pay before confirming the bookings.

With booking, the law protects us by obliging companies that offer such services to provide us with specific information. We should, for instance, be provided with the geographical address and telephone number of the airline or trading company we are dealing with.

Such information should put our minds at rest that every time we need to enquire about the service we have just purchased, the trader’s details are readily available.

Extra care should be taken when booking accommodation. We may end up booking a hotel that is not suitable for our needs. A photograph on a website may be misleading and we may end up in a shoddy hotel room that can actually ruin our holiday.

To avoid such a situation, we should search for feedback from people who actually stayed at the hotel we are planning to book. When judging hotels by online feedback, it is better to stick to third party review sites, as the comments posted on the same site of the seller may be nothing more than pure invention.

Once we confirm any booking we make, it is imperative that we get written confirmation describing all the goods and services that we paid for. This documentation will come handy if any of the services we booked are not as promised or agreed. Such documentation can be used as proof in case we need to file a complaint.

Contrary to buying a package holiday, whereby we can address our complaint to the agency’s representative, when we travel independently we need to complain directly to the service provider. Therefore, any evidence and relevant documents will prove handy if we need to claim compensation for services we paid for and did not get.

Extra protection may be obtained by buying a travel insurance policy. Such a policy should be purchased as soon as we place our first deposit on the holiday.

Standard travel policies usually protect us in case we need to cancel or cut short our trip for reasons beyond our control; in case we miss a transport link or our departure is delayed for reasons beyond our control; in case of medical and other emergencies, personal injury and death; and also in case any of our personal items, including baggage, passports and money, are lost, stolen or damaged .

Before buying a travel insurance policy, we should first carefully check what is covered by the policy and select one that offers the best cover for the kind of holiday we are planning.

Independently of the kind of holiday bought, if we need to complain and claim compensation, we should first do so informally by speaking to the people responsible and give them the possibility to rectify the situation. If an immediate solution is not possible, then we should put our complaint in writing.

Unresolved complaints related to package holidays bought from local travel agents may be referred to the Office for Consumer Affairs for mediation and amicable solution.

On the other hand, complaints with foreign hotels and airlines based in EU member states may be addressed to the European Consumer Centre Malta, which deals with cross-border complaints.

odette.vella@mccaa.org.mt

Ms Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.