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Package Travel Regulations

What support must be provided if customers experience issues during their trip?

When travellers embark on their much-anticipated journeys having booked through a travel organiser, they do so with the assurance that they will be supported should any issues arise. This assurance is backed by the Package Travel and Linked Travel Arrangements Regulations 2018 (commonly referred to as the Package Travel Regulations), which place specific obligations on organisers to assist travellers who encounter problems during their trip.

Immediate Assistance and Communication

One of the foremost duties of the organiser under these regulations is to provide prompt and effective communication. Should a traveller experience a problem during their holiday, they must be able to quickly contact the organiser to seek assistance. This communication channel must be made clear to the traveller ahead of their departure, with contact details readily available.

Rectification of Performance Failures

If a service included in the package is not delivered as agreed—be it accommodation, transport, or an activity—the organiser is required to rectify the deficiency at no additional cost to the traveller. This might involve providing an alternative service of the same or a higher standard. If a comparable alternative cannot be provided, the organiser should offer suitable compensation.

Repatriation and Alternative Arrangements

In circumstances where a trip is disrupted, and the traveller’s return home is affected—such as in the event of natural disasters or travel supplier insolvency—the organiser is obligated to arrange repatriation at no extra cost. If needed, alternative accommodation and arrangements must be provided until such time that it is safe and possible to return home.

Protection Against Unforeseen Circumstances

The regulations oblige organisers to inform and assist travellers in dealing with extraordinary circumstances, such as local emergencies or extreme weather events. While such occurrences are inherently unpredictable, organisers are expected to liaise with local services to ensure travellers' safety, potentially re-routing journeys or extending accommodation periods as necessary.

Advisory Support and Legal Duty

Organisers must also offer appropriate advisory support. This encompasses guidance on any medical services or assistance that might be required during the trip, ensuring that the traveller is not left isolated in unfamiliar surroundings.

Beyond these specific provisions, organisers are generally bound by a duty of care to uphold the standards and assurances set out at the point of sale. Should these be inadequately met, legal avenues for complaint and financial redress, such as through the courts or alternative dispute resolution, are available to the traveller.

Conclusion

The Package Travel Regulations provide a framework that seeks to protect both the financial and physical wellbeing of travellers. By guaranteeing structured support and assistance during trips, these regulations endeavour to preserve the integrity and enjoyment of the holiday experience. Travellers should always feel reassured that, under these regulations, the primary responsibility for resolving any issues during their package holiday lies firmly with the travel organiser.

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