The Consumers’ Association opens a reporting point for complaints about vacations and trips canceled or rebooked since the COVID-19 outbreak. This was decided because holiday and travel providers did not always comply with the rules earlier this year. The Consumentenbond sets up the hotline to clarify which problems there are now.
Since the beginning of the corona crisis, the organization has received “many hundreds” complaints about airlines, travel companies, holiday parks and booking websites. Some providers forced consumers to accept vouchers or did not refund money from canceled flights on time. Also, sometimes the entire travel sum was not reimbursed, or costs were incorrectly charged when rebooking. Moreover, customer services were often poorly or not at all accessible.
Sandra Molenaar, director of the Consumers’ Association: “We understand the difficult situation in which travel providers find themselves. But that does not automatically mean that consumers have to pay for it. Travel providers must comply with the legal rules, even in these special circumstances.” Positive experiences are also welcome at the hotline.