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The tour operator is responsible for the proper execution of all travel services included in the package travel.
If the travel services do not correspond to the description given in the contract, the tour operator must solve the problems on the spot, if possible.
The tour operator must provide alternative travel services of equivalent or higher quality, unless this would involve unreasonable costs or is impractical. You are entitled to a discount if the proposed alternative is of inferior quality.
Is your retailer based in the European Economic Area, but your tour operator is not? Then it is the retailer who is responsible for the proper execution of all travel services included in the package travel.
Compensation
Under certain conditions, you are entitled to intervention or compensation for lack of conformity in the execution of your package travel.
Your tour operator is ultimately and legally responsible for the properrunning of your trip, even if the lack of conformity is due to other parties involved in the execution of the travel contract (such as the airline, hotel or holiday village).
However, you are not entitled to compensation from your tour operator if the latter proves that the lack of conformity is due to:
- the traveller
- a third party not involved in the execution of the travel services of the package travel, and the lack of conformity could not be foreseen or avoided
- extraordinary and unavoidable circumstances (force majeure)
The tour operator may limit its liability to three times the price of the trip, except in the case of intentional or negligent damage or personal injury.
