Travel agreement

Do you sell package holidays in the Netherlands? You have to draw up a travel agreement with your customer. You have to abide with the terms and conditions as written in the agreement.

Package trips are holidays that have the following characteristics:

• the package includes at least 2 travel services such as hotels, transport, or rental car
• the travel services are booked in combination
• the trip lasts at least 24 hours or includes 1 overnight stay

Drawing up a travel agreement

You have to draw up a travel agreement, which includes what terms you and your client have agreed on, the nature of the trip, and the rights that come with it. You have to provide this agreement to your customer along with a standard information form as far as it applies to your package holiday.

A travel agreement can include the following:

• travel destination, travel times, dates, accomodation, and meals or excursions that are included in the price
• your name, address, and telephone number
• the total price, including taxes, surcharges, and any other costs (if you are unsure about certain costs, you still have to mention them and what the customer can expect to pay)
• payment schemes, for example how much the customer should pay upfront
• general information about passports and visa
• information about cancellation or insurances, for instance in case of illness or accidents
• general terms and conditions, for example information on complaints procedures

You should give your customer a copy or confirmation of the travel agreement and standard information form.

Changing a travel agreement

Do you or your customer want to change the travel agreement?

The following rules apply:

• If your customer wants to change the agreement, you may refuse. If you do accept, you may ask the customer to bear the associated costs.
• If you want to make radical changes (for example travelling 2 days later than agreed), your customer does not have to simply accept these. Your customers may be entitled to a refund of the travel costs and to compensation.
• If you want to make a minor change, your customer may reject it. They can only do so if this causes them inconvenience. For example, if they miss an excursion because of a change in departure time.

Cancelling a travel agreement

Your customer may cancel the travel agreement before their holiday starts. You can deduct any cancellation costs from the sum you refund. The cancellation fee may be up to 100% of the travel sum. If the holiday destination has been labelled as unsafe (in Dutch), your customer does not have to pay cancellation fees.

You are only allowed to cancel a trip under exceptional circumstances. For example, if a natural disaster occurs or if not enough people have signed up for the trip. You have to offer your customer a similar trip or pay them back within 14 days. In certain cases, your customer may be entitled to compensation.

Complaints

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 be registered with the Disputes Committee. The Travel Industry Disputes Committee is affiliated with the Dutch Foundation for Consumer Complaints Boards (De Geschillencommissie).