Traveler’s rights
Important information for travelers
General conditions for package tours:
We attach below the document with the general conditions for package tours.
Informazioni standardizzate relative ai contratti di viaggio tutto compreso:
Alleghiamo di seguito il documento con le informazioni standardizzate relative ai viaggi tutto compreso.
Important information if you need to travel by PLANE
Passenger rights (delays and cancellations):
Passengers who have booked a flight with an airline and find that, for reasons not attributable to them, they are denied boarding, the flight is canceled, or it suffers a significant delay, should know that, according to European regulations, they are entitled to compensation. To file a complaint at the airport or to know the alternatives, passengers can go to the AIRLINE COUNTERS or contact the airline’s customer service.
Complaints:
To file a complaint after a flight cancellation, delay, or denied boarding, they must use the airline’s online form. Delays or cancellations classified as extraordinary circumstances do not entitle them to compensation. Complaints must be handled individually.
Important:
In the event of a flight cancellation or delay, it is important to keep all receipts for the expenses incurred and the boarding pass. If filing a claim, whether with the airline or the insurance company, the original receipts of the expenses will always be required. It is not possible to make a claim without this documentation.
Damaged or delayed baggage:
If the baggage does not arrive at the destination with the flight, is delivered late, or is damaged, you must go to the Lost and Found office before leaving the baggage claim area. Once at the Lost and Found office, you must fill out a Baggage Irregularity Report (PIR). After completing the PIR, the search for the baggage begins through a system that integrates all airports. You can check the status of the search in the WorldTracer system by entering the PIR code. However, regardless of the completion of the PIR before leaving the airport, you must submit a written claim to the airline. If the PIR is not completed, it will not be possible to file any claim with the airline or through any insurance. If you are outside your place of residence and need to purchase essential items, you may claim the costs as long as you keep the receipts or invoices and the PIR. Please check the conditions for each airline.
