Consumer rights and business owners’ rights – travelling, events, gift cards, tickets etc

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If the airline cancels the flight, the passenger has the right to a refund (if the flight departed from the EU or a third country, but the flight was operated by an EU carrier). In addition, the passenger is entitled to the assistance and support of the airline, such as providing food or accommodation if the person was not allowed to board the flight and is waiting for the first available replacement flight. It should be taken into account that the offering of a substitution route as soon as possible may not be objectively possible for the airline at the moment.

If a passenger chooses the refund of the ticket or another flight at a later date, then the airline is no longer obliged to provide food or accommodation.

We ask passengers to take into account that, at the moment, airlines face delays in responding to requests and claims. We ask the passengers for their understanding and patience! Further information on the rights of air passengers in the current situation can also be found in the overview published by the European Commission.

Last updated: 28.08.2020 13:20

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This depends on your specific insurer and the terms of your contract. In general, however, insurers do not compensate costs if a person is already travelling in an area, where a quarantine is put into effect, causing the person to not be able to come home on time and incurring extra expenses for that traveller.

Last updated: 28.08.2020 13:27

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In order for an insurer to cover costs related to an unexpected illness, you have to have entered into a medical insurance agreement ahead of time. Generally, when you purchase travel insurance, it is a mandatory part of even entering into contract with them, meaning that without medical insurance you usually can’t even get travel insurance.

Insurance companies do cover treatment costs for any viral infections based on the medical insurance, since those kinds of illnesses are always unexpected, and in this context falling ill due to the coronavirus is also considered an insurance event. According to the medical insurance, costs related to treating the coronavirus illness are covered only as long as there is an epidemic declared in that area.

If a person decides to travel to an epidemic area and contracts the coronavirus disease, then the related treatment costs are no longer covered by medical insurance, because this case is considered to be one, where a person knowingly endangers themselves.

Last updated: 28.08.2020 13:29

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Many tour operators have cancelled scheduled package travel in the near future. Circumstances change, and trips planned in a few months’ time or after half a year may take place. Therefore, it is not necessary to rush with cancellation of travel plan unless it is for immediate future. It is worth taking some time to calmly assess whether the cancellation is inevitable. If, however, the tour operator has not cancelled the trip planned for near future, it is good to know that the passenger has the right to terminate the package travel contract before the start of the package tour without paying the termination fee, if there are unavoidable and exceptional circumstances affecting the destination or its immediate vicinity which might impact the service provision or transportation of passengers.

Unavoidable and exceptional circumstances may include, for example, military activities, other serious security problems such as terrorism, significant risks to human health, such as the outbreak of a severe disease at the travel destination, or natural disasters such as flooding, earthquakes, or weather conditions that make it impossible to travel to the destination safely in the manner provided for in the package travel contract. The contract withdrawal application must be submitted to the tour operator before the start of the package tour. We encourage passengers to consider agreeing to flexible options of refund with travel operators. For example, reimbursement of advances may be replaced by a change of the trip to a later date or may be replaced by package travel gift cards that the passenger may use at his own discretion later.

Last updated: 28.08.2020 11:17

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Consumers can withdraw from the contract and ask for a full refund. By agreement, the refund may be replaced by alternative events at a later date, or by the possibility of visiting another event which the consumer can enter with the previously purchased ticket, or the cost can be reimbursed by means of a gift card.

Last updated: 08.09.2020 16:29

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If a gift card or gift ticket expired while the service was unavailable due to the emergency situation, the consumer has the right to withdraw from the contract and receive the amount paid for the gift card or gift ticket. First, please contact the merchant, who issued the gift card. It is worth checking the merchant’s website, as many merchants have already posted the necessary information.

Last updated: 08.09.2020 16:30

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It is a matter of agreement with the issuer of the gift card, many merchants offer that opportunity themselves. We recommend turning to the merchant that issued the gift card. In case of disputes, the consumer has recourse and access to legal remedies (demand performance of obligations, demand compensation for damages, etc.). These agreements should definitely be entered into in writing.

Last updated: 28.08.2020 13:35

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Yes, you do. In consumer credit contracts, force majeure is not an impediment to fulfilling your financial obligations. If there are foreseeable losses in income, you should definitely get in touch with the service provider as soon as possible. For example, some banks offer grace periods.

Last updated: 28.08.2020 13:36

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It must always be possible for the customer to pay in cash. Shops generally have a member of staff on hand at their self-service checkouts to help clients and show how the self-service checkouts work.

Last updated: 08.09.2020 16:34

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No. A certificate that is supposed to confirm the virus-free status of the product is not justified, as there is no evidence that foods could endanger human health due to the virus. Any requirements to ensure such a certificate are therefore disproportionate and therefore not acceptable.

Last updated: 02.05.2020 13:45

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More information about the coronavirus and restrictions related to it is available calling 1247 (from abroad +372 600 1247).