Travel Dispute Commission (Conciliation)

Table of Contents

    Address

    City Atrium
    Rue du Progrès 50
    1210 Bruxelles

    Phone: +32 2 277 61 80 
    Fax: +32 2 277 91 00 
    E-mail: litiges-voyages@clv-gr.be
    Website: available in French or Dutch

    For which problems

    • The Travel Dispute Commission can handle specific disputes opposing a traveller and a tour operator and/or a travel agency.

    • It is not competent if the complaint concerns physical damage, non-contractual disputes, the non-inclusion of a travel insurance or of an assistance insurance, etc.

    Languages

    Languages of the procedure:

    • French

    • Dutch

    Prerequisites for access

    • the tour operator and/or travel agency must be registered with the CBE (Crossroads Bank for Enterprises, which is the database for all the companies active in Belgium.;

    • the general terms included in the tour operator's brochure and/or on the travel agent (or travel agency)'s order form must correspond to the general terms of the Travel Dispute Commission (available in Frenchor in Dutch);

    • you must have tried to solve the problem amicably with the tour operator and/or travel agent and

    • there are time limits to respect (information brochure available in French or in Dutch).

    How does it work

    The Travel Dispute Commission consists of two cells:

    • the cell reconciliation, which intends to try to settle some disputes at the earliest possible stage amicably;

    • the cell arbitration, which aims to settle disputes between travelers on the one hand and tour operators and/or travel agencies on the other.

    Reconciliation

    After the parties have signed the reconciliation agreement, a conciliator will be appointed.  He will actively guide the parties to find a solution, without imposing one.  In case of failure, the parties can still start arbitration or take the matter to court.

    The questionnaire

    The reconciliation agreement is available in Dutch and French. You can either download it or request a copy at the Secretariat of the Travel Dispute Commission. Copies of all relevant documents are preferably attached.

    The procedure

    The procedure which has to be followed is available in Dutch and French. You can either download it or request a copy at the Secretariat of the Travel Dispute Commission.  

    Fees

    The traveler pays 50 euro VAT included, the travel agency or the tour operator pays 75 euro VAT excluded. 

    Arbitration

    A college composed of professional and consumer representatives will analyse the damage and take a definitive and binding decision.

    An information brochure is available in Dutch and French. You can either download it or request a copy at the Secretariat of the Travel Dispute Commission.  

    The questionnaire

    The questionnaire is available in Dutch and French. You can either download it or request a copy at the Secretariat of the Travel Dispute Commission.  Copies of all relevant documents should be attached.

    The procedure

    The procedure which has to be followed is available in Dutch and French. You can either download it or request a copy at the Secretariat of the Travel Dispute Commission.  

    Fees

    The fees amount to:

    • 50 euros for claims under or equal to 1,000 euros

    • 75 euros for claims above 1,000 euros.

    This amount is not refundable.

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    Last update
    7 March 2018