Essential travel tips: what to do if things go wrong
The Competition and Consumer Protection Commission is ensuring holidaymakers across Kildare know their rights this summer
As the holiday travel season hits its peak, the Competition and Consumer Protection Commission (CCPC) is ensuring holidaymakers across Kildare know their rights this summer.
While some flight disruptions have been resolved, holidaymakers are still calling the CCPC helpline for information on their rights regarding travel delays, lost luggage, package holiday problems and more.
“Before, after and during your travels, there are three key regulations that protect you as a consumer. Knowing your rights and where to turn if things go wrong will make for smoother sailing and a better holiday,” said Grainne Griffin, CCPC Director of Communications.
The EU 261 regulation gives you strong rights when your flight is cancelled or delayed and applies to passengers departing from EU airports, and from airports outside the EU for an airport within the EU, if the airline is based in an EU state. Check the IAA website to find out if you’re entitled to a refund, rerouting, and compensation, and to learn more about the care and assistance you must be given while you wait.
You have consumer rights when you book a package holiday. If things go wrong, your travel agent or trip organiser must step in and fix the problem. You may also be able to cancel for a full refund if the organiser makes significant changes or if there are extraordinary circumstances taking place at your destination.
Under the Montreal Convention, you have the right to claim compensation for lost, delayed, damaged or destroyed luggage. You can also make a claim for the cost of replacing essential items while you wait for your luggage if it’s delayed. Make sure you complain to the airline immediately, though, as there are strict time limits.
You may also be able to claim on your travel insurance instead, depending on what's covered under your policy. However, you will need to check the terms and conditions and submit proof to substantiate your claim. If you cannot successfully resolve your claim with the airline or travel company, you can call the CCPC helpline (01 402 5555), speak to the European Consumer Centre Ireland, or consider pursuing the matter in the Small Claims Court.
Exceptions can apply to all of these situations, but knowing your rights gives you the best chance of recouping your losses and mending your finances.
“You have options if your holiday doesn’t go according to plan. Whether you’re staying in a campsite or a five-star hotel, you have rights as a consumer,” Ms Griffin said. “Know your consumer rights, get travel insurance, and document any issues. Take photos and videos and keep copies of all receipts.”
First go to the trader – the airline, your travel agent, or the booking site. If you’re not sure who your contract is with, check the terms and conditions – they should tell you if, for example, your contract is with the owner of your accommodation or with the platform you booked through. Then check your travel insurance to see what’s covered.
If you’re not happy with the trader’s response, call the CCPC for information if they’re based in Ireland, or talk to the European Consumer Centre Ireland for businesses based elsewhere in the EU, Iceland and Norway. For flight issues, talk to the Irish Aviation Authority. If you think you’ve been scammed, report it to the Gardaí.
Some 40,000 consumers contact the CCPC every year with questions and complaints. The CCPC helpline operates Monday to Friday, 9am–6pm. Consumers can use the contact form at ccpc.ie or phone 01 402 5555 for free, independent information on consumer rights and personal finance. The CCPC has a dedicated section on its website for consumers on travel rights.
