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Complaint about a package holiday (Romania)

Consumer
Română
Romania
Complaint & Appeal
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This document is in Romanian

The PDF you download is in Romanian — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.

The complaint to the organiser of a package holiday bought in Romania about services that were not what was booked — accommodation, transport, transfers, meals: the trip, dates and travellers, what was wrong, how and to whom it was reported on the spot, and the price reduction and compensation claimed. The organiser answers for every service in the package, even those provided by other firms (Ordinance no. 2/2018).

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Common questions

Who answers for problems during a package holiday?
The package organiser, for every service included — transport, accommodation, transfers — even when other firms provide them (Government Ordinance no. 2/2018). It must put the problem right, and if it does not, the traveller is entitled to a price reduction and compensation.
Must the problem be reported during the trip itself?
Yes, without undue delay, to the organiser or its local representative, so that it can be put right. The report, with its date and the person it was made to, goes into the complaint; failing to report can reduce the compensation.
What if the organiser rejects the complaint?
The traveller can turn to ANPC, an alternative dispute resolution body or the courts. The organiser must also have insolvency protection, which covers refunds and repatriation if the agency goes bankrupt.

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