1. My flight was canceled. What should I do?
If a flight is canceled, it is important to keep all documents related to the trip: tickets, boarding passes, emails from the airline, and receipts for any expenses incurred. Contact the airline or travel agency as soon as possible to find out what options are available. Filing a written claim also helps you keep a record of the steps you’ve taken.
2. My flight was significantly delayed. What are my rights?
When a significant delay occurs, it is advisable to keep the information provided by the airline as well as receipts for any expenses incurred. The circumstances of the delay may affect the solutions offered. A written request to the carrier will generally result in a detailed explanation.
3. My luggage was lost or delayed. What should I do?
You should report the problem to the carrier immediately and keep the document provided at the time of the report. Documentation regarding the contents of your luggage, as well as receipts for expenses incurred to purchase essential items, may be useful for the further processing of your claim.
4. My luggage was damaged during transit. What should I do?
Take photographs of the damage as soon as you notice it and report it to the carrier promptly. Keep proof of purchase for the luggage and any damaged items, if available. A detailed claim generally makes it easier to review the case.
5. The hotel doesn't match the description provided at the time of booking. What should I do?
Keep the advertisement and the booking confirmation, and take photographs of any discrepancies you notice. It is advisable to report any issues immediately to the establishment or the tour operator so that a solution can be found on-site whenever possible.
6. The hotel canceled my reservation when I arrived. What can I do?
Keep all reservation documents and request a written explanation from the establishment. Any correspondence exchanged on site, as well as any solutions that may have been proposed, should be kept to document the situation.
7. I booked a trip that was ultimately canceled. What should I do?
It is recommended that you keep your contracts, booking confirmations, and any emails you receive. A written request sent to the organizer or seller will generally provide you with specific information about the consequences of cancellation and the available options.
8. An excursion or service included in the trip was not provided. What should I do?
It is helpful to keep brochures, itineraries, contracts, and photographs that document the services originally promised. A detailed complaint will clearly outline the discrepancies you have observed.
9. My travel agency is no longer responding to my inquiries. What should I do?
When phone conversations do not yield results, it is best to communicate by mail or email to keep a record of the steps taken. Written communication generally makes it easier to track the case.
10. I was the victim of an overbooking. What should I do?
Keep your reservation, boarding pass, and all documents provided by the carrier. It is also advisable to note the exact circumstances of the incident and any solutions that may have been offered on the spot.
11. My rental car has damage that wasn't reported. What should I do?
Before taking possession of the vehicle, inspect it carefully and take dated photographs. If you notice any damage, report it immediately to the rental company to avoid any disputes later on.
12. The rental agency is charging me for damages that I dispute. What should I do?
Keep the rental agreement, the move-in and move-out inspection reports, and photographs of the vehicle. These documents can often help clarify the cause of the dispute.
13. I had to cancel my trip for personal reasons. Can I get a refund?
The consequences of a cancellation generally depend on the contract you signed, the rate plan you selected, and, if applicable, the insurance coverage you purchased. We recommend that you review the contract documents applicable to your reservation.
14. My travel insurance company is refusing to cover a claim. What should I do?
Ask for the specific reasons for the denial and review the coverage and exclusions outlined in the policy. A written appeal accompanied by relevant supporting documentation may result in a reconsideration of your case.
15. A vacation sold as «all-inclusive» comes with many additional fees. What should you do?
Keep all promotional materials, the travel contract, and receipts for any additional expenses incurred. Comparing the advertised services with those actually provided will help you better assess the situation.
16. My package tour was significantly changed after I made the reservation. What should I do?
It is advisable to keep all correspondence received regarding changes to the trip. A chronological overview of the changes that have occurred generally makes it easier to understand the case.
17. I suffered an injury during an organized excursion. What should I do?
Gather the information needed to describe the facts in detail: photographs, witness statements, any certificates, contracts, and correspondence with the organizer. These documents may be helpful in reviewing the case.
18. How can you resolve a dispute with an airline, a hotel, or a travel agency without going to court?
The first step is generally to submit a detailed written complaint to the company in question. When direct dialogue fails, other amicable solutions may be considered in an effort to reach an agreement.
19. What documents should you keep in case of a travel-related dispute?
It is recommended that you keep contracts, reservations, tickets, boarding passes, invoices, photographs, emails, letters, certificates, and receipts. These documents often form the basis of the case file.
20. What to do if no amicable solution is found?
When amicable efforts fail, it is important to have a complete, chronological file containing all the evidence and correspondence with the relevant professionals. A well-prepared file facilitates the analysis of the dispute and subsequent steps.
Important information: This FAQ provides general information on the main disputes that may arise in connection with travel: air, rail, or sea travel; lodging; car rentals; travel agencies; package tours; or travel insurance. It does not constitute personalized legal advice. Each situation depends on specific circumstances that must be examined on a case-by-case basis. Decisions made based on this information are the sole responsibility of the user.