Most important rights according to the Directive (EU) 2015/2302:
- Before entering into an agreement on a tourist event, travellers will receive all the necessary information about the tourist event.
- Always at least one entrepreneur is responsible for the proper execution of all travel services covered by the agreement.
- Travellers receive an emergency telephone number or contact point data so that they can contact the tour operator or travel agent.
- Travellers may transfer a tourist event to another person, informing the tour operator within a reasonable time, subject to any additional costs.
- Cost of a tourist event can only be increased if certain costs increase (for example fuel costs) and this is expressly provided by the agreement; in no case may the price increase occur later than 20 days before the start of the event. If the price increase exceeds 8% of the tourist event price, the traveller may terminate the agreement. If the tour operator reserves the right to increase the price, the traveller has the right to reduce the price if the relevant costs have decreased.
- Travellers can terminate the agreement without paying any fee for the termination and get a full refund of any payments if one of the essential elements of the event, other than the cost, changes in a significant way. If the entrepreneur responsible for the tourist event cancels it before the start, travellers are entitled to a refund of the payments and, if applicable, to compensation.
- In exceptional circumstances – for example, if there are serious safety problems at the final destination, which may affect a tourist event – travellers may, before the start of the package, terminate the agreement without paying any fee for the termination.
- In addition, travellers may terminate the agreement at any time before the beginning of the travel event for a reasonable and justifiable fee.
- If after the start of the tourist event its significant elements cannot be implemented according to the contract, alternative services will have to be offered to the traveller without additional costs. If the services are not provided in accordance with the agreement, which significantly affects the implementation of the tourist event, and the tour operator fails to solve the problem, travellers can terminate the agreement without paying for the termination.
- Travellers are also entitled to a price reduction or compensation for harm in the case of non-performance or improper execution of travel services.
- Tour operator must provide assistance to the traveller who is in a difficult situation.
- If the tour operator becomes insolvent, payments will be refunded. If the tour operator becomes insolvent after the start of the tourist event and if the tourist event includes transport, return of travellers to the country is ensured. Offtravel s.c. bought a collateral of SIGNAL IDUNA Polska Towarzystwo Ubezpieczeń S.A. for a case of insolvency. Travellers may contact this entity (Przyokopowa St. 31, 01-208 Warsaw, phone: +48 22 50 56 100, www.signal-iduna.pl) or, if applicable, with the competent authority (Marshal’s Office of the Masovian Voivodship, 26 Jagiellońska Street, 03-719 Warsaw, Poland, phone: +22 597 91 00, e-mail: urzad_marszalkowski@mazovia.pl), if due to insolvency Offtravel s.c. will refuse to provide services.