Travel organisation in the Netherlands must comply with Dutch rules for travel agreements. These rules are, for example, related to implementing changes to the agreement. The main rules are:
- If your customers want to change the agreement, they bear the associated costs.
- If you want to make radical changes, your customer is not obligated to simply accept these. In the least favourable circumstances, your customers are entitled to a refund of the travel costs and to compensation.
- If the changes can be attributed to force majeure (e.g. natural disaster), you will owe your customers nothing.
- If you want to make a minor change (e.g. change in departure time), your customers may only reject it if they can demonstrate that it entails more than a minor inconvenience.
If you and your customer have a dispute and you are unable to resolve it, your customer can submit a complaint to the Travel Industry Disputes Committee (Geschillencommissie Reizen). For this, you must be affiliated with the Dutch Association of Travel Agents and Tour Operators (Algemene Nederlandse Vereniging van Reisondernemingen,ANVR) or registered with the Disputes Committee. The Travel Industry Disputes Committee is affiliated with the Dutch Foundation for Consumer Complaints Boards (De Geschillencommissie).