Q: We bought a package holiday from a local travel agency, but unfortunately the agency did not fulfil what it promised. We returned to Malta around a month ago and since then have been in contact with the travel agency and submitted evidence of the shortcomings we experienced.

We would like to know if we are still in time to submit a complaint with the Office for Consumer Affairs?

A: When consumers purchase a package holiday, the holiday must be as promised. If not, the organiser must compensate consumers for any shortcomings suffered.

It is, however, important that we communicate immediately any shortcomings we face while we are still on holiday. If the problems are not resolved immediately, when we return to Malta we should notify in writing our complaints to the agency.

Such complaints must be submitted within the stipulated time frame in the contract agreed on when purchasing the holiday. Usually, this time is limited to a number of days from the date of return from our holiday. Hence, if you immediately communicated with your travel agency and complained about the shortcomings, if no amicable solution was reached, you are still in time to file a complaint with the Office for Consumer Affairs.