If you are not satisfied with something during your trip, please let us know as soon as possible. If you wait until you return, we cannot correct or amend anything. Therefore, always contact us immediately.
If you have any further questions, you are welcome to call our customer service on the number mentioned above.
Depending on the nature of the case, it takes 4 to 6 weeks for us to handle a complaint.
Excerpt from the terms and conditions:
4. Failures and deficiencies
4.1.1. In case of failures in the agreed services, the traveller must immediately, after he/she has noticed or should have noticed the fault, file a complaint to the tour operator, its representative or to the subcontractor to which the fault is related, to give them the opportunity to remedy the error. If possible, complaints should be made directly at the destination.
4.1.2. The traveller must, if possible, ensure that the complaint is documented in a written statement by the organiser or the subcontractor at the place.
4.1.3. The traveller must not invoke errors if a complaint has not been filed in accordance with what is stated above.
4.1.4. Claims for damages or price reductions must be made to the tour operator as soon as the trip has ended.
4.1.5. If claims are made due to errors in the contracted services later than two months from the time when the traveller noticed or should have noticed the fault, the traveller is deemed to have missed the right to invoke the error.
4.2. Correcting errors
4.2.1. If the organiser offers the remedy to rectify the fault, the traveller cannot demand a price reduction or cancel the agreement, provided that the solution takes place within a reasonable time and without extra cost or significant disadvantage for the traveller.
4.2.2. The traveller must always limit the damage as much as possible.
This applies to:
We only provide hotel services. In the event that the delivered service does not comply with what has been booked, the error shall be reported to the hotel immediately. If no correction is made, the traveller should request compensation at the destination from the supplier. If this is not possible, the traveller must request a written certification by the supplier of what has not been met and the reason why it has not been fulfilled. We have no way of remedying a shortcoming after returning home. We shall be contacted immediately if the deficiency is remedied or reasonably compensated by the hotel.
We only provide the transfer service. In the event that the delivered service does not comply with what has been booked, the error shall immediately be reported to the transfer company. If this is not possible, the traveller must request a written certification by the supplier of what has not been met and the reason why. We should be contacted promptly unless the defect is remedied or compensated to a reasonable extent by the transfer company.