For the seventh year in a row, Poland’s Office of Competition and Consumer Protection (UOKiK), in concert with 40 other Polish institutions, is reminding consumers of a number of important considerations when going on holiday. The Authority is also heartened by statistics that show Polish consumers are increasingly aware of their rights.

Surveys conducted by research agency TNS Polska show that nearly half of Poles holiday with a travel agency, and nearly three-quarters now read agreements before signing them. That’s a significant improvement over the 43% reported in 2012. However, 23% of those surveyed this year indicated they read the contract only when the trip is abroad.

As more and more Poles are holidaying with travel agencies, the number of concerns has also grown. Organiser bankruptcy, conditions that fail to live up to those advertised and bad service at the destination are among the worries reported. UOKiK reminds tourists that the trip organiser is responsible for ensuring all of the services on the trip are up to standard, and for responding to complaints about them.

Surveys done on tourist services conducted since 2012 show that consumer awareness has grown consistently. For example, three times as many consumers now, as compared to 2012, are aware that they have 30 days from the end of their trip to register a complaint. Significantly more also know that tour organisers must respond to complaints within 30 days of their being filed, or treat them as justified.

Consumers may lodge a complaint and request the price of a trip be reduced if the travel agency provides services in breach of contract. The Frankfurt table may be helpful in estimating the amount of a claim. Although it is not legally binding, many travel companies do recognise it as a standard in determining refunds.  

Additional information for the media:

Press Office, UOKiK
pl. Powstańców Warszawy 1, 00-950 Warsaw
Phone.: +48 22 827 28 92, +48 22 55 60 314, +48 22 55 60 430
E-mail: [SCODE]Yml1cm9wcmFzb3dlQHVva2lrLmdvdi5wbA==[ECODE] Twitter: @UOKiKgovPL