Bookings in risk areas: Often no cancellations are possible

The number of risk areas is increasing and travel opportunities are dwindling. Many customers are annoyed because their booked individual trips cannot be canceled free of charge as soon as a country is declared a risk area.

The autumn vacation is booked: a holiday home in the Netherlands. But then the vacation has to be canceled – the vacation country is declared a risk area. The shock: the costs are not reimbursed. This case is FOCUS Online and it is not the only one.

Vacation country becomes risk area: the costs are not reimbursed

The couple from North Rhine-Westphalia, who want to remain anonymous, had booked the holiday home through the travel agency "Novasol". Since you had booked your travel domicile only two weeks before arrival due to the uncertain situation during Corona times, there is no longer a cancellation period. You can only cancel with the agent up to 40 days before arrival.

Just one day after booking, the country was declared a risk area. However, it was no longer possible to cancel the booking free of charge. In view of the approaching or already started autumn vacation, several vacationers are faced with such problems.

"Novasol" relates to FOCUS Online position on these cases: "In the course of the booking process and in customer communication, the current risks in connection with the corona pandemic" are expressly pointed out, according to Markus Diefenbach, Marketing Manager at "Novasol". The travel agent informs its customers very prominently about travel advice and applicable cancellation conditions. However, there was only the option of rebooking free of charge in the high Corona phase. They don't exist anymore. However, if the customer has booked anyway, as in our case, their money will not be refunded.

But do the costs always have to stick to the customer?

FOCUS Online asked Tatjana Halm from the Bavarian Consumer Center about this. Since the case is not about a package tour, but an individual trip, she also sees no possibility of getting the money back. The chances of being able to cancel a package tour free of charge in the event of a travel warning are much higher. Package tours are mostly offered by tour operators and include combined services such as flights and hotels.

Experin recommends making clear arrangements before booking

Travel portals such as "Novasol" are purely travel agents; the risk for consumers not to get their money back is greater here. According to the consumer advice center, it is therefore important to make clear agreements with travel companies beforehand: "A direct exchange with the provider is urgently advisable, especially when booking individual services". That should also be recorded in writing. The legal consequences regarding cancellation options are not always very clear, says Halm.

But what if it's too late, as in our case? Halm advises to approach the provider again to find goodwill solutions. One must try to "find amicable solutions that are acceptable to all". Vouchers or rebooking would be possible compromises. In our case, a rebooking was only possible up to 40 days before arrival. Due to the late booking, the couple had no chance of such a rebooking. The travel agent does not issue vouchers.

Understanding the travel industry?

The expert describes this situation as a "nuisance" for travelers. Nevertheless, one must also have understanding for the travel companies. For the providers, the situation is catastrophic due to Corona. "It is understandable that they want to stick to every booked accommodation. However, the behavior is not very service-oriented and the consumer will consider whether he will book there again.", So the perception of the expert. And all of this in a situation in which every customer counts.

In any case, the couple from North Rhine-Westphalia will no longer book with the travel agent "Novasol". Their attempt to behave "corona-compliant" by booking at short notice and opting for a vacation home and not a hotel ended up being expensive and disappointing.

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