Essential travel tips from the CCPC: what to do if things go wrong
July 25, 2024
As the holiday travel season hits its peak, we want to make sure holidaymakers 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.
Let’s take a look at some of these key rights:
Flight rights
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.
Package holiday rights
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.
Luggage rights
Under the Montreal Convention, you have the right to 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.
Other options
You may also be able to claim on your travel insurance instead, depending on whether issues such as lost luggage is covered under your policy. However, you will need to check the terms and conditions and the excess charged and you will still need to submit proof of loss to substantiate your claim. If you cannot successfully resolve your claim with the airline or travel company, call the CCPC helpline, speak to the European Consumer Centre Ireland, or consider pursuing the matter in the Small Claims Court.
Exceptions may apply to all of these situations, but knowing your rights gives you the best chance of recouping your losses and mending your finances.
Top Tip
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.
Know your consumer rights, get travel insurance, and document any issues. Take photos and videos and keep copies of all receipts.
Where to go when things go wrong
- 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.
If you would like independent information on your consumer rights, you can call our helpline on 01 402 5555, or use our contact us form.
Learn more about your rights on the travel section of our consumer hub.
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