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ACM: consumers with travel vouchers cannot be left empty-handed

Consumers that last year received vouchers for cancelled package tours are entitled to full refunds after 12 months, or they should be given the opportunity to book new trips with those vouchers. The Netherlands Authority for Consumers and Markets (ACM) has established that most large tour operators have implemented the necessary measures for paying back consumers the full amounts within the agreed upon period of 12 months. In addition, the vouchers have been covered by travel guarantee funds, in which tour operators are required to participate. Such guarantee funds pay out the value of the vouchers if tour operators are unable to do so. That provides certainty to consumers. ACM enforces compliance with these consumer protection rules, and takes action if tour operators fail to do their best to pay back consumers.

Edwin van Houten, Director of ACM’s Consumers Department, explains: “For consumers whose vouchers expire soon, the moment has arrived to make a choice between booking a new trip or asking for a full refund. Consumers that have not booked any new package tours with their vouchers must be refunded by tour operators. If they are financially unable to do so, their respective travel guarantee fund will act as guarantor, thus preventing consumers from getting harmed. However, it is important that consumers contact the appropriate travel guarantee fund after their vouchers expire.”

A smooth process and clear communications

Over the next few weeks, the validity of the first travel vouchers that were issued last year will expire, and operators must start paying back consumers. ACM holds tour operators responsible for a smooth process. For example, they will have to remind consumers of their right to refunds, the deadline, and the method of refund. ACM has established that most large tour operators have implemented the necessary measures for actively paying back consumers the full amounts within the agreed upon period of 12 months. ACM will keep a close eye on this process, for example, by monitoring the reports that consumers file with ACM’s consumer information portal ACM ConsuWijzer.

Travel guarantee funds

Vouchers that have been issued for package tours are mandatorily covered by a travel guarantee fund, such as Stichting Garantiefonds Reisgelden (SGR). After the 12-month period, tour operators must actively pay back the full amount to consumers, or consumers must use their vouchers for booking new package tours. Consumers that have not received the full amounts from their tour operators after expiration of the 12-month period must contact the appropriate travel guarantee fund within two months after that deadline. If the tour operator is unable to pay back the full amount of the voucher, their respective travel guarantee fund will pay back the consumer the amount owed.

Since January 1, 2021, the Dutch travel industry has stopped issuing vouchers for newly booked package tours. This means that all tour operators must pay back consumers the full amount if the tour operator cancels the trip.