As summer approaches, many have already been thinking of booking their annual holiday. Many consumers use the internet to book their holidays and often make use of third-party websites to book their flights and accommodation.

These sites are very convenient as consumers can compare different options and prices from the comfort of their home. But sometimes consumers encounter problems. This is because if something goes wrong it is not always be clear who the consumer should contact since a third-party website acts only as an intermediary between a consumer and service provider and is not actually a party to the contract of service provided to the consumer.

Just like when shopping online for other goods, when browsing the internet to book flights or accommodation consumers must take into consideration certain basic tips:

• Firstly, it is important to ensure that the website is secure. Make sure that the website is backed up by a geographical address and full contact details. It is also important to conduct a search on the internet about the site as if there are negative reviews from previous users these will surely come up.

• It is important to read the terms and conditions of the website. The terms and conditions of the third-party site should specify clearly whether the contract for flights or accommodation will be formed directly with the service provider.

• When booking accommodation through a website pay particular attention to the cancellation rights. Do not assume that once a booking is made online certain cancellation rights exist. Particularly when booking accommodation through an online third-party site it is important to check whether the booking rate is non-refundable or whether it is possibile to cancel without incurring any penalty until a certain date.

Every hotel has its own cancellation policy; while some hotel rates may allow a booking to be cancelled up to 24 hours before check-in without penalty, other rates may charge for one night if cancelling 24 hours before. Keep in mind that you may be charged for the whole stay in the case of no show.

You may be charged for the whole stay in the case of no show

When booking flights it is very important to check that the details entered, such as name, surname and passport details, are correct, and that these match what is written in your passport or identification document. Should you need to make even minimal changes, you may be need to pay a penalty. This applies both when booking online with the airline directly or when booking through an intermediary.

If there is need to change or cancel a ticket it is advisable to first contact the airline directly and enquire whether any changes are permitted to your booking. If the booking has been made through an agent, the airline may direct you to first make your request through the agent.

As previously stated, you may be allowed to make the changes subject to a payment of a fee. While most airlines do not issue any refunds for cancelled tickets, consumers may still be reimbursed for any government taxes.

One must also make a distinction between package travel and booking a number of services separately. Booking flights and accommodation through a third-party website does not necessarily make that a package travel.

A holiday is to be considered a ‘package’ within the remit of the EU Package Travel Directive if:

• It is prearranged to cover a period of over 24 hours or includes overnight accommodation;

• It includes at least two of the following components: transport; accommodation; other tourist services not ancillary to transport or accommodation but forming a significant proportion of the package, such as excursions or guided tours.

The directive provides greater protection to consumers in that any information in the brochure or in any way provided by the travel organiser about the package is binding on the travel organiser and cannot be changed unless any changes have been communicated to the consumer prior to the conclusion of the contract and there has been agreement between the parties to the contract about such changes.

The prices laid down in the contract cannot be changed except in specific circumstances and where the contract expressly provides for the possibility of a price revision. The contract will state precisely how the revised price is to be calculated.

Furthermore, no changes are to be made within 20 days of the departure date. Where changes are made to the contract after the departure, and a significant proportion of the services contracted for is not provided, suitable alternative arrangements are to be made by the organiser, at no extra cost to the consumer for the continuation of the package, and where appropriate, compensate the consumer for the difference between the services offered and those supplied.

This information has been provided by the European Consumer Centre Malta hosted by the Malta Competition and Consumer Affairs Authority (MCCAA).

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

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