Compliant with consumer law in the European Union

The tourism industry in the European Union (EU) is one of the largest and most dynamic in the world, attracting millions of tourists from around the world each year. With the continued growth of online tourism platforms, consumer law compliance has become a central concern for both established companies and startups in the sector.

Compliance with EU consumer law is crucial as it not only promotes consumer confidence but also avoids substantial fines and reputational damage to businesses.

1. Transparency in information

Online tour companies must provide clear and accurate information about the services they offer. This includes details on prices, dates, cancellation conditions and refund policies. The information must be presented in an easy to understand and accessible form before the consumer makes a reservation.

2. Right of withdrawal

Under EU law, consumers have the right to withdraw a booking without reason within a 14-day cooling-off period after confirming the booking, as long as the service start date is after this period. Online tourism companies must inform consumers about this right and allow them to exercise it easily and without hidden costs.

3. Cancellation and refund

Cancellation and refund policies must be transparent and fair. Consumers are entitled to receive a full refund if the service is not provided as agreed. Companies may not unreasonably withhold refunds.

4. Data protection

Online tourism businesses must strictly comply with EU data protection regulations such as the General Data Protection Regulation (GDPR). This includes obtaining explicit consent from consumers for the processing of their personal data and ensuring that this data is protected in accordance with required security standards.

5. Customer service

Having efficient and accessible customer service is critical to resolving issues and responding to consumer concerns in a timely manner. Businesses must provide clear contact information and be ready to help consumers in case of problems.

6. Honest advertising

All advertising and promotion of tourism services must be honest and not misleading. Companies must not exaggerate the characteristics or qualities of the services they offer in order to unfairly attract consumers.

7. Consumer reviews and opinions

Companies must allow consumers to leave reviews and opinions about the services provided, as long as they are respectful and do not violate the platform's guidelines. Businesses may not manipulate or falsify consumer reviews.