If you notice during your holiday that something does not match your booking, you need to report the problem straight away. For example, you may discover that your hotel does not in fact have the promised pool or that excursions that you have paid for are not going to be run.
Any issues that can be rectified while you are still on holiday should be reported as soon as you become aware of them. The tour operator, travel agency or local representative can then try to find a solution. In practice this means that you need to talk to your tour guide or the hotel reception to give them a chance to fix the problem. You are generally not entitled to money back if you only raise issues that could have been rectified during your holiday after your holiday.
If a problem is not or cannot be solved during your holiday, you need to write to your tour operator as soon as possible after you come home. You may lose your right to compensation if you wait too long to make a complaint.
Your complaint should explain what you felt was amiss and what kind of compensation you are seeking. Most European tour operators are not able to process complaints written in Finnish or Swedish, so you should write to them in English.
Always keep a copy of your complaint. If you use an online complaint form, also save a copy for yourself. The tour operator that sold you the package is responsible for all aspects of your booking. Liability cannot be transferred to subcontractors such as transport providers, hotels or other travel agencies involved in putting the package together.
Liability for damages
Tour operators and travel agencies are also liable to compensate you for any losses suffered as a result of problems with your package. No liability exists, however, if the problems are due to circumstances that are beyond the tour operator’s or travel agency’s control. Your tour operator or travel agency nevertheless has a duty to help you in any way they can in these kinds of circumstances.
Advice from the European Consumer Centre
If the tour operator does not respond to your written complaint or if you are dissatisfied with the answer, you can contact the European Consumer Centre.