Tour operators must provide better information about the risks associated with traveling to destinations with risk level orange
Tour operators must provide consumers that book trips better information in advance about the risks that they run when traveling to areas with COVID-19 risk level orange. The Netherlands Authority for Consumers and Markets (ACM) reminds tour operators of this obligation. After all, local authorities may have imposed restrictions that reduce the enjoyment of vacations. Consumers run the risk of not having the ability to cancel their bookings at no extra cost. Consumers are entitled to this information before booking tour packages.
Edwin van Houten, Director of ACM’s Consumer Department, explains: “Both tour operators and travelers desperately want everyone to be able to go on a trip again. However, with the COVID-19 pandemic still ongoing, traveling to areas with risk level orange carries the necessary risks. The risk level colors do not only tell you something about the risk of infection, but also about the restrictions that are in place. Those restrictions do not always offer the right to free cancellations. Consumers must receive from their tour operators information about such consequences before booking their trips, thereby allowing them to take that information into account.”
Risk level orange
The advisory for areas with risk level orange is to travel to such areas only if the trip is necessary. Vacations do not fall under that advisory. Prior to the pandemic, tour operators themselves cancelled tour packages in case of a negative travel advisory (risk level orange or red). As the COVID-19 pandemic drags on, this is no longer standard practice. Tour operators offer tour packages to orange destinations if, in their assessments, the trips can be made safely and without any major restrictions. ACM reminds the travel industry of the obligation to give consumers clear information about the potential risks. This includes:
- When offering tour packages to an orange destination, they must provide information about the current risk level as well as any local restrictions that are in place. In addition, they will have to explain clearly about free cancellation and rebooking options. This information must be clear, correct, and easy-to-find, both during the booking process as well as on the COVID-19 information pages;
- Consumers must be able to reach tour operators easily regarding questions and requests, especially if they organize trips to areas with risk level orange;
- Tour operators are required to offer help and assistance in unforeseen situations during the trips they organize. If circumstances at a destination deteriorate, that could mean that travelers must be repatriated at no extra cost.
ACM will keep a close watch on the information that tour operators provide to consumers, for example, by monitoring the reports it receives. Furthermore, it calls on tour operators that continue to offer tour packages to orange destinations to provide extra flexibility, for example, offering guaranteed rebooking options until right before departure.
Information needed for risk assessments
Consumers that book tour packages must, during the booking process, receive information about the trip, the destination, any local restrictions that are in place, and the journey itself. With the right information, they are able to decide for themselves whether or not they will accept those risks. If the information is unclear or incomplete, or if the local situation deteriorates, consumers can refer to the free cancellation clause.
For consumers that book tour packages to orange destinations:
- They will need to ensure that they are informed very well, both by the tour operator as well as by reading the information of the central government (www.wijsopreis.nl / www.nederlandwereldwijd.nl), both during the booking process as well as at various moments prior to departure;
- They can file reports with ACM’s consumer information portal ACM ConsuWijzer (in Dutch).