In order to use travel services, consumers usually have to make quite large advance payments and often purchase the services of companies operating abroad.
Therefore, particular attention must be paid to the choice of the service provider, both for individual travel services and for travel packages consisting of multiple travel services and linked travel arrangements.
Before purchasing a trip or a travel service:
- check the visa requirements and other travel related information published on the web page of the Ministry of Foreign Affairs;
- thoroughly research what the trip or travel service contains; whether and under what conditions the contract can be amended or withdrawn (for example, in terms of dates) and what is the final price of the trip or travel service;
- check the service provider’s background. Consult the blacklist of the Consumer Disputes Committee. Search for information on the internet and read the reviews of previous travellers on forums;
- check whether the travel company has submitted an economic activity report to the register of economic activities and has a warranty;
- also check from the travel organiser’s economic activity report whether the travel organiser has transferred their right to offer and sell travel packages prepared by them to the retailer through whom you want to purchase the trip.
In the case of a travel package, the travel organiser is responsible for the performance of the contract. Regarding linked travel arrangements and individual travel services, the actual provider of each service shall be responsible.
Travel packages
There are different options for a travel package, but it always requires at least two sets of travel services for the same trip and a set of travel services that has been put together by a travel organiser or is done at the traveller’s request or choice.
Before buying a travel package, you have the right to receive comprehensive information about the package from the travel organiser or retailer. The provision of pre-contractual information is mandatory for both the travel organiser and the retailer. Either must fulfil this obligation to the traveller.
For example, you have the right to information regarding:
- the business name and contact details of the travel organiser and, where applicable, the retailer;
- total price of the package, the procedure of payment;
- the means of transport;
- the place of accommodation;
- catering plan;
- passport, visa and health requirements of the country of destination; and
- visits and excursions included in the travel fee.
You must also be informed of the right to withdraw from the travel package contract at any time before the start of the travel package. Withdrawal before the start of travel package may entail an obligation to pay compensation to the travel organiser (e.g. the amount of compensation may be stipulated in the contract).
In addition, the company must provide you with a standard information sheet, which generally includes at least the following:
- confirmation that it is a travel package;
- information on the rights of the traveller;
- information on the responsibilities of the travel organiser; and
- information on the warranty of the travel organiser.
Before purchasing a travel package, carefully read the terms and conditions of the package trip and, if necessary, ask the travel organiser or retailer for more information.
Upon concluding a travel package contract or immediately afterwards, you must receive a copy of the contract or its confirmation on a durable medium (e.g. by e-mail). If the travel package contract is concluded in such a way that both the seller and the buyer are present, you have the right to request a copy on paper.
The travel package contract or the confirmation thereof shall contain the entire content of the agreement. Among other things, the contract or confirmation must state that the travel organiser is responsible for the proper provision of all travel services covered by the contract and must provide assistance to the traveller if the traveller encounters difficulties while travelling.
Information must also be provided about your right to transfer the contract to another traveller, as well as that you have an obligation to notify the travel organiser or retailer of a breach of contract (e.g. the hotel does not meet the promised quality standard). You have the right to know how complaints are handled in the company and where to turn if the dispute is not resolved in agreement with the company.
Passenger rights when travelling by bus, air, sea and rail
When travelling in the European Union, there are standard rights for passengers travelling by plane, bus, train or boat.
Regardless of the mode of transport, the passenger is generally entitled to:
- be informed of changes in the timetable, delay in departure or cancellation;
- receive care and assistance from the carrier in the event of a delay or cancellation of the journey;
- With reduced mobility, receive assistance at the terminal and on board the vehicle;
- in certain cases, receive compensation for delayed or cancelled journeys.
More details on passenger right for each mode of transport can be found on the website of the Consumer Protection and Technical Regulatory Authority.
The mobile application of the European Consumer Centres Network (ECC Net) on passenger rights (ECC-Net Travel) provides information on passenger rights in typical situations (e.g. shopping, car rental, hotel booking). In addition, it provides the traveller with necessary phrases in the local language that can be used at the destination. The application can also be used to quickly find the contact details of local embassies and the locations of consumer protection centres. The travel app can be downloaded from the website of ECC Net.
Where to get information and help
If you encounter problems with any travel services while travelling, contact the service provider immediately and try to find a suitable solution with the company. If an agreement cannot be reached, you can contact the Consumer Disputes Committee to resolve a dispute with an Estonian travel company, and in the case of a company established in another Member State of the European Union, you can get help from the European Consumer Centre.