Quality of package deals picking up

Increased affluence means more people are taking two or three package holidays a year, according to the European Consumer Centre (ECC).

Consumers are generally more discerning and are no longer willing to tolerate poor accommodation or inadequate facilities in foreign holiday resorts.

While acknowledging that standards have improved in recent years, ECC manager Ms Tina Leonard emphasises that tour operators cannot afford to become complacent about the quality of their products.

Last year, the ECC received more than 500 consumer queries regarding package travel. The most common complaint was that the holiday did not live up to the description in the brochure. The Package Holiday and Travel Trade Act, 1995, protects consumers who take package holidays which are defined as a combination of at least two of the following: transport, accommodation or other tourist services.

Both the tour operator and travel agent are obliged to provide the consumer with what was set out in the contract - this includes the holiday brochure says the ECC.

"The descriptive information contained in the brochure is an integral part of the contract. This means that the organiser or agency is liable if the services provided do not match what is in the brochure," says the European Guide to the Single Market published by the European Commission.

Holidaymakers who run into problems should complain initially to the holiday representative while abroad, and if it is not resolved to their satisfaction, to the organiser/ travel agent on their return home.

If the problem is not resolved then the holidaymaker should gather as much evidence of the unsatisfactory conditions as possible. This should include photographs or video evidence.

Complaints should be sent to the travel organiser within 28 days of your return home.

The following free travel-related brochures are available from the European Consumer Centre: Package Travel, Timeshare and Holiday Clubs, and Guide for Visitors to Ireland.

The ECC may be contacted at the Consumer Advice Shop, 13a Upper O'Connell Street, Dublin 1, tel: (01) 809 0600 or e-mail: ecic@indigo.ie