A majority of the European Parliament has gave the green light to updated new rules on tour packages in a move to strengthen traveller protection, drawing lessons from the pandemic and high-profile bankruptcies.
Apart from specifying clearer outlines to help determine which travel services constitute as travel packages, additional rules have also been announced on the use of vouchers under the new framework.
“These updated rules will protect consumers when something goes wrong with their package holiday,” said a spokesperson from the parliament.
Clearer definition of a travel package
The revised framework aims to remove ambiguity around bundled travel services – particularly in online bookings.
A combination of services will be considered a package when multiple elements (such as flights, accommodation or other services) are purchased together and personal data is shared between providers, with contracts concluded within 24 hours.
However, if additional services are offered, travellers must be informed if these do not fall within the same package already booked.
Tighter rules on vouchers
For vouchers given out, validity will be capped at 12 months. If expired or partially unused, customers are eligible for a refund for any remaining value.
For customers who do want to use these vouchers, vendors are not allowed to restrict the range of travel services made available.
Travellers also have the right to refuse and opt for a monetary refund within 14 days instead.
Expanded protection for tour cancellations and refunds
These come on top of existing rules, which allow travellers to cancel holiday packages without fees incurred, in the event of “extraordinary or unavoidable circumstances”. The directive has been further revised to cover circumstances happening at departure or situations that could significantly affect the trip.
The standard 14-day deadline for refunds for trip cancellation will remain unchanged.
That said, all cancellations will be assessed on a case-by-case basis, guided by official travel announcements and recommendations.
For refunds and complaints, tour operators are expected to acknowledge receipt within a week, and provide a response within 60 days.
For tour operators that become insolvent, travellers must be refunded within six months or nine months for complex bankruptcy cases
The legislation must now be formally adopted by the EU Council. It will then be published in the EU’s Official Journal and enter into force. Member states will have 28 months from that date to transpose the rules into national law, followed by a further six months to implement the new provisions.