• Travel agencies and tour operators are obliged to provide clear and correct information on the holiday they are promoting.

• Consumers may opt to cancel a booked holiday and claim a refund if the agency significantly alters the holiday originally booked.

• A proportionate compensation may be claimed if a holiday is changed while abroad and the alternative arrangements made by the travel agency are of a lower standard.

• The holiday’s organiser cannot be held responsible for any change in plans or cancellations due to bad weather, strikes or unavoidable breakdowns.

• If a problem crops up during a holiday, consumers should complain immediately with the organiser to try and resolve the problem while still on holiday.

• A complaint may be lodged with the Office for Consumer Affairs if the travel agency rejects or ignores consumers’ claim for compensation.

Malta Competition and Consumer Affairs Authority
Office for Consumer Affairs
Mizzi House,
National Road,
Blata l-Bajda
HMR 9010

Freephone: 8007 4400
Tel: 2395 2000
Enquiries: info@mccaa.org.mt
Consumer complaints: fair.trading@mccaa.org.mt
Website: www.mccaa.org.mt

MCCAA office hours for the public:
Monday to Friday from 8.30am to 12.30pm

European Consumer Centre Malta
(For complaints against traders in other EU states)

47A, South Street,
Valletta.
VLT 1101

Monday to Friday from 8.30am to 3pm.

Tel: 2122 1901
E-mail: ecc.malta@gov.mt

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