General travel conditions Travel Disputes Committee for package travel agreements
Article 1: Scope
These General Terms and Conditions apply to package travel contracts booked from 1 July 2018 and are governed by the Act on the Sale of Package Travel, Linked Travel Arrangements and Travel Services of 21 November 2017.
Article 2: Information to be provided by the organiser and retailer prior to the conclusion of the package travel contract
- The organiser and also the retailer shall provide the traveller, before the latter is bound by a package travel contract, with the standard information required by law, as well as, to the extent applicable to the package travel
- the main characteristics of the travel services:
- the travel destination(s), the itinerary and the periods of stay, with the dates and number of nights;
- the means of transport, their characteristics and categories, the places and dates and times of departure and return, the duration and place of intermediate stops, and the connections; if the exact time has not yet been determined, this will be indicated approximately
- the location, main characteristics and category of the accommodation according to the regulations of the country of destination
- the meals provided;
- visits, excursions or other services included in the package price;
- in case it is not clear, whether the travel services are provided to the traveller as a member of a group;
- the language in which other tourist services, if any, are provided;
- whether the journey is generally suitable for persons with reduced mobility;
- The total price of the package holiday and, if applicable, an indication of the type of additional costs which may be borne by the traveller;
- The method of payment;
- The minimum number of persons required to take part in the package holiday and the deadline for cancelling the contract, if this number is not reached;
- General information on passport and visa requirements in the country of destination, including the approximate time needed to obtain a visa and information on health formalities;
- A statement that the traveller may cancel the contract by paying a cancellation fee;
- Information about cancellation and/or assistance insurance.
- the main characteristics of the travel services:
- The professional shall ensure that the correct standard information form is provided to the traveller.
- The pre-contractual information provided to the traveller forms an integral part of the package holiday agreement.
It cannot be altered, unless mutually agreed by the parties.
Article 3: Information by the traveller
- The person concluding the package travel contract must supply the organizer and retailer with all useful information about himself and his fellow travellers which may be relevant to the conclusion or execution of the contract.
- Should the traveller provide false information leading to additional costs for the organiser and/or retailer, such costs may be charged to the traveller.
Article 4: The package travel contract
- Upon the conclusion of the package travel contract, or within a reasonable period of time, the organizer, or if there is a retailer involved, the organizer, or if there is a retailer involved, the retailer, shall provide the traveller with a confirmation of the contract on a durable medium, such as an e-mail, a paper document or a PDF file.
If the package holiday contract is concluded in the simultaneous physical presence of the parties, the traveller has the right to request a paper copy.
- The travel package agreement or its confirmation contains the complete contents of the agreement, including all information as stated in Article 2 and the following information:
- the special wishes of the traveller to which the organiser has acceded;
- That the organiser is liable for the proper execution of the package holiday and has an obligation to provide assistance;
- The name and contact details of the insolvency protection body;
- The name, address, telephone number and e-mail address of the organiser’s local representative or of another service, should the traveller have any difficulties or wish to make a complaint about the possible non-conformity;
- The traveller’s obligation to report the non-conformity during the journey;
- Information enabling direct contact with an unaccompanied minor or the person responsible for him/her at his/her place of residence;
- Information about the internal complaints procedure;
- Information about the Travel Disputes Committee and the E.U. online dispute resolution platform;
- Information about the traveller’s right to transfer his contract.
- In good time before the start of the package holiday, the organiser will provide the traveller with:
- the necessary receipts
- Vouchers and tickets
- information about scheduled departure times and, where applicable, about the latest check-in time, scheduled times of intermediate stops, connections and arrivals.
Article 5: The price
- After the conclusion of the travel package agreement, prices may only be increased if the agreement expressly so provides. In this case, the package travel contract will state how the price revision is to be calculated.
Price increases are only permitted as a direct result of changes in:
- the price of passenger transport attributable to the increased cost of fuel or other energy sources, or
- the level of taxes or fees on travel services included in the contract, which are levied by third parties not directly involved in the performance of the package holiday, including tourist taxes and departure or arrival taxes at ports and airports, or
- the exchange rates relevant to the package holiday.
If an increase in price is anticipated, the traveller is entitled to a price reduction in the event of a decrease in the costs listed above.
- If the increase is more than 8% of the total price, the traveller may cancel the contract without penalty.
- A price increase is only possible if the organiser informs the traveller at least twenty days before the start of the package holiday by means of a lasting data medium, such as an e-mail, a paper document or a PDF file, stating the reasons for the price increase and a calculation.
- In the event of a price reduction, the organiser is entitled to deduct the administrative costs from the refund owed to the traveller. If the traveller so requests, the organiser shall provide justification for these costs.
Article 6: Payment of the travel sum
- Unless otherwise agreed, the traveller shall, on concluding the travel package agreement, pay as an advance part of the total cost of the journey, as stipulated in the special conditions.
- Unless otherwise agreed in the package holiday agreement, the traveller shall pay the balance of the price at the latest one month prior to the departure date.
- If the traveller, after having been given notice of default, fails to pay the advance payment or the price of the journey which is required of him, the organiser and/or retailer shall be entitled to terminate the contract with the traveller ipso jure, with the costs borne by the traveller.
Article 7: Transferability of the package travel contract
- The traveller may transfer the package travel contract to a person who fulfils all the conditions applicable to that contract, provided that he:
- notifies the organizer and, where appropriate, the retailer, as soon as possible and no later than 7 days before the start of the package holiday, by means of a durable medium such as, for example, an e-mail, a paper document or a pdf, and
- bear any additional costs arising from the transfer.
- The transferor of the package and the transferee of the contract shall be jointly and severally liable for payment of the balance due and for any additional costs arising from the transfer. The organiser will inform the transferor of the costs of the transfer.
Article 8: Other changes by the traveller
If the traveller requests any other alteration, the organiser and/or the retailer who can accept this shall be entitled to charge any costs resulting therefrom.
Article 9: Changes made by the organizer prior to departure
- The organiser may not unilaterally amend the provisions of the package travel contract, with the exception of price changes, before the package commences, unless
- the organizer has reserved this right in the contract, and
- The change is insignificant, and
- The organiser informs the traveller of the change by means of a durable data medium, such as an e-mail, a paper document or a PDF file.
- Should the organiser be obliged, prior to the commencement of the journey, to make significant changes to one of the main characteristics of the travel services or be unable to meet the confirmed special requirements of the traveller, or should the organiser propose an increase of more than 8% in the price of the package holiday, the organiser must inform the traveller accordingly and notify him of the proposed changes:
- of the proposed changes and their effect on the price of the package holiday;
- of the possibility of cancelling the contract, without charge, unless he accepts the changes proposed;
- of the period within which he must inform the organizer of his decision;
- of the fact that, if he does not expressly accept the proposed changes within the time limit laid down, the contract will automatically be terminated, and
- where appropriate, the proposed replacement package and its price.
- If the changes to the package holiday contract or the replacement package holiday have the effect of reducing the quality or cost of the package holiday, the traveller is entitled to an appropriate price reduction.
- If the package holiday contract is terminated on the basis of Article 9.2 and the traveller does not accept a replacement package holiday, the organizer will refund the traveller all sums paid no later than fourteen days after the contract is terminated.
Article 10: Termination by the organizer before departure
- The organiser may terminate the package travel contract
- if the number of persons having registered for the package holiday is less than the minimum number stipulated in the contract and the traveller is informed of the cancellation by the organiser within the period stipulated in the contract, but no later than
- Twenty days before the start of the package holiday, for holidays lasting more than six days;
- seven days before the start of the package for journeys of two to six days;
- 48 hours before the start of the package for journeys of less than two days, or
- if he is unable to fulfil the contract as a result of unavoidable and exceptional circumstances and informs the traveller of the cancellation of the contract before the start of the package.
- if the number of persons having registered for the package holiday is less than the minimum number stipulated in the contract and the traveller is informed of the cancellation by the organiser within the period stipulated in the contract, but no later than
- In these cases, the organiser shall refund to the traveller all sums received for the package holiday, without being required to pay any additional compensation.
Article 11: Termination by the traveller
- The traveller may cancel the package tour contract at any time before the start of the package tour. In the event of cancellation, the traveller may be required to pay compensation to the tour operator.
Standardised cancellation fees may be set in the package travel contract on the basis of the time of cancellation before the package commences and the expected cost savings and revenue from alternative use of the travel services.
If no standardised cancellation fees are set, the amount of the cancellation fee corresponds to the price of the package holiday minus the cost savings and revenue from alternative use of the travel services.
- However, if, at the place of destination, unavoidable and extraordinary circumstances arise which have a significant impact on the implementation of the package tour or which significantly affect the passenger transport to the place of destination, the traveller has the right to terminate the package tour contract without paying a cancellation fee. In the event of cancellation of the package travel contract on the basis of this Article, the traveller shall be entitled to a full refund of all sums paid for the package, but shall not be entitled to claim any additional compensation.
- The organizer shall, at the latest within fourteen days, refund all sums paid by or on behalf of the traveller, less the penalty for cancellation.
Article 12: Non-compliance during the journey
- The traveller shall inform the organiser without delay of any non-conformity observed during the performance of a travel service included in the package travel contract.
- If one of the travel services is not performed in accordance with the package travel agreement, the organiser shall remedy the non-conformity, unless this is:
- is impossible, or
- entails disproportionately high costs, taking into account the degree of non-conformity and the value of the travel services concerned.
If the organiser does not rectify the non-conformity, the traveller shall be entitled to a price reduction or compensation in accordance with Article 15.
- If the organiser does not rectify the non-conformity within a reasonable period set by the traveller, the traveller may do so himself and request reimbursement of the necessary expenditure. It is not necessary for the traveller to set a deadline if the organiser refuses to remedy the non-conformity or if an immediate solution is required.
- If a significant part of the travel services cannot be provided, the organiser shall offer, at no additional cost to the traveller, other arrangements of, if possible, equivalent or higher quality.
If the other arrangements proposed lead to a package holiday of lower quality, the organiser shall grant the traveller an appropriate price reduction.
The traveller may only reject the other proposed arrangements if they are not comparable with those agreed in the package travel contract, or if the price reduction granted is insufficient.
- If the non-conformity has a considerable impact on the execution of the package tour and the organiser has not rectified it within a reasonable period stipulated by the traveller, the traveller may terminate the package tour contract without penalty and, where appropriate, request a price reduction and/or compensation. If the package includes passenger transport, the organiser shall also make provision for repatriation of the traveller.
If no other arrangements can be proposed or the traveller rejects the other proposed arrangements, the traveller is entitled to a price reduction and/or compensation even without cancellation of the package holiday contract.
- If, as a result of unavoidable and exceptional circumstances, the traveller’s return cannot be guaranteed as agreed in the package holiday agreement, the organiser shall bear the cost of the necessary accommodation for a maximum of three nights per traveller.
- The limitation of expenses referred to in 12.6 does not apply to persons with reduced mobility, persons accompanying them, pregnant women, unaccompanied minors and persons in need of specific medical assistance, provided that the organiser has been informed of their special needs at least 48 hours prior to the start of the package holiday.
- The organiser may not invoke unavoidable and extraordinary circumstances in order to limit liability if the carrier concerned cannot rely on them under applicable Union law.
- The traveller may address messages, requests or complaints regarding the implementation of the package directly to the retailer from whom he purchased the package. The retailer shall transmit such messages, requests or complaints to the organizer without delay.
Article 13: Liability of the traveller
The traveller shall be liable for any damage suffered by the organiser and/or retailer, their agents and/or representatives through his fault, or if he has failed to comply with his contractual obligations.
Article 14: Liability of the organiser and the professional
- The organiser shall be liable for the performance of the travel services included in the package holiday contract, irrespective of whether these services are provided by the organiser or by other travel service providers.
- In the event that the organiser is based outside the European Economic Area, the obligations of the organiser apply to the retailer based in a Member State, unless the retailer proves that the organiser has fulfilled the conditions set out in the Act of 21 November 2017.
Article 15: Price reduction and compensation
- The traveller is entitled to an appropriate price reduction for any period during which there was a non-conformity in the services provided, unless the organiser proves that the non-conformity is attributable to the traveller.
- The traveller is entitled to appropriate compensation from the organiser for any damage he suffers as a result of the non-conformity. The compensation shall be paid without delay.
- The traveller is not entitled to compensation if the organiser proves that the non-conformity is due to:
- the traveller;
- a third party not involved in the execution of the travel services included in the package travel contract, and the non-conformity could not have been foreseen or prevented, or
- unavoidable and extraordinary circumstances.
Article 16: Obligation to provide assistance
- The organiser shall provide appropriate assistance without delay to a traveller who is in difficulty, in particular by:
- providing useful information on medical services, local authorities and consular assistance;
- helping the traveller to use remote communication and to find other travel arrangements.
- If the difficulties are the result of intent or negligence on the part of the traveller, the organiser may demand compensation for this assistance. This compensation shall in no case exceed the actual costs borne by the organiser.
Article 17: Complaints procedure
- Should the traveller have a complaint prior to departure, he shall notify the organiser or retailer as quickly as possible, using probative evidence.
- Complaints during the execution of the package holiday contract must be reported by the traveller to the tour operator or retailer in an appropriate and probative manner as soon as possible in order to find a solution.
- If a complaint is not satisfactorily resolved on the spot or if the traveller was unable to formulate a complaint on the spot, he must submit a complaint to the tour operator or retailer without delay after the end of the travel contract, in a form that can be verified.
Article 18: Conciliation procedure
- In the event of a dispute, the parties must first attempt to reach an amicable settlement.
- If this attempt at amicable settlement fails, each of the parties concerned may ask the vzw Geschillencommissie Reizen to initiate conciliation proceedings. All parties must agree to this.
- To this end, the secretariat will provide the parties with conciliation regulations and a “conciliation agreement”.
- In accordance with the procedure described in the rules, an impartial conciliator will then contact the parties in order to seek a fair reconciliation between them.
- Any agreement reached will be laid down in a binding written agreement.
Article 19: Arbitration or court
- If a reconciliation procedure is not instituted or fails, the claimant may, if desired, institute arbitration proceedings before the Travel Disputes Committee or commence proceedings before the court.
- The traveller can never be obliged to accept the jurisdiction of the Geschillencommissie Reizen, neither as plaintiff nor as defendant.
- The organiser or retailer who is the defendant may only refuse arbitration if the amount claimed by the plaintiff is more than EUR 1,250. He has a period of 10 calendar days after receipt of the registered letter or e-mail with acknowledgement of receipt, stating that a case has been submitted to the Geschillencommissie Reizen with a claim for more than 1,251 Euros.
- This arbitration procedure is governed by dispute regulations and can only be initiated after the submission of a complaint to the company itself and as soon as it is clear that the dispute could not be settled amicably or as soon as 4 months have passed since the (planned) end of the trip (or possibly since the service that gave rise to the dispute). Disputes concerning bodily injury can only be settled by the courts.
- In accordance with the dispute regulations, the joint arbitral tribunal will rule in a binding and definitive manner on the travel dispute. There is no right of appeal.
Secretariat of the Travel Disputes Committee:
Telephone: +32 2 277 62 15 or +32 2 277 61 80 (9am-12pm); Fax: +32 2 277 91 00
City Atrium, rue du Progrès 50, 1210 Brussels
Last modified by the Travel Disputes Committee 1 July 2018.
special conditions Planopli
Planopli is free in the determination of its special conditions. However, they can never be contrary to the General Conditions nor to the law. The special conditions also serve as a clarification of the General Conditions.
Article 1: Prices
- The agreed price in the package holiday agreement is – barring obvious material errors – fixed and all compulsory services are included, except those which, due to local regulations, can only be paid for by the traveller in cash on site.
- The price is indicated per person, based on a shared double room.
- Unless expressly stated otherwise, the prices include Return transport; airport taxes, fuel surcharge and CO2 compensation; 20kg luggage per person; transfers between the destination airport and the accommodation; transport on site by public transport and/or comfortable coach; overnight stays with breakfast in a hotel; meals as foreseen in the programme; the entrance fees for the mentioned visits; Dutch- or French-speaking tour guides and expert explanation by the tour guides; local English-speaking guides and/or architects; tips for local guides and drivers; group travel insurance and VAT.
- Not included are: costs for travel pass, visa, vaccinations, cancellation- and baggage insurance; all personal expenses; tips and excursions not explicitly mentioned as included.
- Prices given verbally or by telephone by our reservations department are always subject to change. Only written price confirmations are valid.
- Files on request, unless they result in a firm booking, are always subject to a file charge of €250.
- For cases that deviate from the standard programme, an administrative fee of 10% of the additional cost, with a minimum of €100 per person, will be charged, in addition to the actual additional cost for this extension.
- The prices are calculated on the basis of
- exchange rates for the stay and other services abroad that were known on the final registration date for the package holiday in question. A change in the exchange rate will be made if the rate is 4% higher than the rate on the last day of registration for the package holiday in question.
- taxes and charges, including airport taxes, compared with the situation on the date of publication.
- the price of transport, including energy prices which form an element of this price of transport, as at the date of publication.
- If the increase is more than 8% of the total price, the traveller may cancel the package holiday contract without compensation. In this case, the traveller is entitled to a refund of the sums he has paid to planopli.
Article 2: Timetable
The timetables given are indicative. The traveller should in all circumstances take into account that they may be changed both before and during the journey.
Article 3: Formalities for registration and payment
- Any registration for one of our trips must be made by sending an e-mail to “firstname.lastname@example.org” :mailto:email@example.com. Your registration includes your name, first name, address, telephone numbers, e-mail address, date of birth, profession, identity card number and/or passport number with expiry date, photograph, as well as the preference for a single or double room occupancy, the indication of the desired additional cancellation or luggage insurance and the data of an emergency contact.
- This registration must be accompanied by payment of the fee as stated on our web page for the chosen trip. The balance of the trip must be paid at least 30 days for a European trip and 60 days for an overseas trip. If the balance is not paid on time, your enrolment may be cancelled and will be subject to the usual cancellation conditions.
If the registration is less than 30 or 60 days, the full travel price must be paid upon registration.
- The traveller must confirm that he/she is familiar with the information regarding the formalities to be completed which is provided by planopli.
- The traveller must confirm that he/she has taken note of the General Conditions of the Travel Disputes Committee for package holiday contracts and the Special Conditions of planopli as published on the website of planopli at the date of registration.
Article 4: Revision of the fare
- The stated price for the journey has been calculated according to the economic data (exchange rates, transport costs, fuel costs, taxes and shares) in force at the time of publication of our programme and assuming a number of travellers of between 60 and 80 people (unless otherwise stated in the detailed information of the journey concerned).
- Planopli undertakes (except in cases of force majeure or for safety reasons) to guarantee the departure of the minimum number of participants indicated.
In the event of an insufficient number of travellers, planopli may cancel the trip free of charge or request a supplement, communicated between planopli and the travellers, so that the trip could still take place with a lower number of participants.
- In accordance with the law, a variation in the exchange rate of more than 4% and a significant increase in air, rail, airport and maritime taxes may force us to increase the price of our trip. This increase may not, under any circumstances, exceed 10% of the travel price and the traveller will be informed of this at least 30 days before departure.
- Price adjustments resulting from a variation in the exchange rate will only affect the services invoiced to us in foreign currency. This generally concerns 20 to 60% of the travel sum. The reference of the exchange rate subject to a fluctuation of the dollar or of the local currency is indicated in the detailed information.
Article 5: Airport surcharge
The tariffs mentioned on this website and in the detailed information correspond to the patents of the airline companies with which the seats are booked.
With certain airlines, these fares may no longer be available for sale after a certain period (from a few days to, exceptionally, three months before departure). Planopli will then search specifically for the best available fare. This fare can therefore vary, both in terms of increase and decrease. This applies equally to departures from provincial airports or airports outside Belgium. Airport taxes and surcharges are subject to change. Any increase or decrease in these taxes and charges will affect the fare at least 30 days before departure.
Article 6: Travel formalities
The traveller has to be in possession of identity papers (valid national identity card and/or passport), visas, authorizations and other necessary documents (especially medical) required by the authorities of the countries where the trip will take place.
Under no circumstances can planopli be held responsible for additional costs resulting from the impossibility of the traveller to present the required documents to the competent authorities.
Article 7: baggage
The weight of baggage allowed on flights is usually limited to 20kg (30kg for business class). Any damage or loss of luggage is subject to the conditions of the transport company or of the additional luggage insurance. In case of lost or damaged baggage, the passenger must fill out a property irregularity report at the airport’s lost baggage department. Without this document it is impossible to obtain compensation. In case of transport by coach a certificate has to be requested from the attendant.
Article 8: Insurances
For your comfort and safety and in order to have guarantees, we recommend that you take out travel insurance, cancellation insurance and/or luggage insurance with planopli or your personal insurance agent.
Article 9: safety of the traveller
For security reasons related to the publications of the “Federal Public Service Foreign Affairs”: https://diplomatie.belgium.be/nl/Diensten/Op_reis_in_het_buitenland/reisadviezen, we may be forced to change a programme in order to comply with the recommendations of the diplomacy. In this case, if certain services cannot be replaced or guaranteed, planopli will reimburse the difference between the original and the final services. If the traveller cancels his participation due to a change in the programme in order to comply with the recommendations of the diplomacy, our general cancellation conditions will apply. No compensation will therefore be paid to the traveller.
Article 10: Traveller’s health
Logically, the travel organisation asks planopli not only to provide their own vaccines when required, but also to provide a sufficient home pharmacy. When putting this together, pay particular attention to strictly personal medication and in the event of loss of this medication it is wise to carry additional prescriptions and/or a statement from your family doctor or attending physician.
For emergencies, planopli has the most extensive and authorised travel pharmacy for every journey.
Article 11: Possible changes to the programme
- Apart from the circumstances connected with the safety of the travellers, certain cases of force majeure, occurrences beyond our control and possibility (changes or delays of train, plane or boat, cultural events, political events, climatic conditions, etc.) may lead us to change the programme without giving notice of our responsibility. The amounts corresponding to the non-delivered and non-replaced services will be reimbursed, excluding any damage or interest.
- In particular, the transport and accommodation may be modified for technical reasons (for example, in the event of flight change or cancellation, or risk of overbooking, etc.).
In addition, if you have to fulfil any obligations with regard to transport or accommodation (e.g. booking a pre-route, a train ticket, an overnight stay in an airport hotel, etc.), we invite you to contact planopli to ensure that the conditions do not need to be modified.
- In the event of a change in one of the essential elements of the trip, we will inform the registered travellers as soon as possible. However, we cannot inform those who have already received the detailed information but who are not registered at the time of the change. We invite you to check the “planopli” website https://planopli.net/nl/ regularly or to contact planopli.
The timings of the flights mentioned in our detailed programmes correspond to the reservation made on the website. The dynamic management of bookings by airlines may in some cases lead us to change our bookings as the departure date approaches and to propose other flights with the same or another airline. This airline will be chosen from a list of usually five names, communicated in our detailed programmes. However, this list may be subject to change until the day of departure.
Article 12: Tour guides
The name of the tour guides is given as an indication and has no contractual value. Since the annual planning of tour guides is subject to possible changes until the day of departure, we invite you to regularly consult the website www.planopli.net or contact planopli to check for any changes. We remind you that a change of tour leader cannot be the subject of any special condition of cancellation.
Article 13: Cancellation and changes by the traveller
- Any cancellation by the traveller should be notified by telephone as soon as possible and confirmed by post or e-mail. Deposits already paid will be refunded in accordance with the following conditions (with the exception of the conditions expressly stated in the detailed information on the relevant trips on the planopli website).
- The cancellation fee varies according to the time of cancellation. The exact date of cancellation is determined by the date of receipt by planopli. All amounts are indicated per person.
- More than 60 days before departure: €100 administration fee per person plus, where applicable, the price of the non-alterable or non-recoverable tickets;
- 60 to 31 days before departure: 25% of the cost of the holiday
- between 30 and 21 days: 50% of the holiday price
- between 20 and 8 days: 70% of the holiday price
- Between 7 and 3 days: 90% of the price of the holiday
- Less than 3 days: 100% of the holiday price.
- Changes to a booked holiday are accepted subject to payment of the following charges, in addition to the normal price adjustment.
- Up to 30 days before departure: 100€ per person
- Less than 30 days before departure: 250€ per person
- Pre/post-routing to Brussels or any European city: any change or cancellation by the traveller less than 30 days prior to departure involves a non-refundable fee of €100 per person. For reservations made by the traveller, any cancellation by the traveller must also be included. The hotels apply their own cancellation policy.
- No refund will be made in the following cases:
- Interruption of the journey, unless this interruption is caused by the organisation.
- Failure to arrive in good time at the meeting points indicated in the travel documents.
- Absence of travel documents (passport, visa, vaccination certificates, etc.).
- Certain specific services such as entrance tickets, unless these services are cancelled by planopli.
- Fees for visas and insurance are never refundable.
Article 14: Liability
- The information contained in this document was compiled using data known to us up to six months prior to its publication. Should there be any changes in the operation, facilities and services of the products offered, these will be communicated by the organiser immediately upon becoming aware of them.
- The organiser’s services commence at the point of embarkation and end on the traveller’s return.
Article 15: Complaints procedure
- The traveller must inform planopli immediately, in a probative manner, of any non-conformity he experiences during the execution of the package holiday contract.
- The countervalue of services not received will only be refunded on submission of a written complaint clearly stating which services the traveller did not receive.
- For any disputes which cannot be settled through the Disputes Committee, only the court of Ghent is competent.
Last modified by planopli 24 November 2019.
standard information for package travel contracts
The combination of travel services offered to you is a package holiday within the meaning of Directive (EU) 2015/2302, transposed by the Act of 21 November 2017 on the sale of package holidays, coupled travel packages and travel services.
Consequently, you are entitled to all EU rights applicable to package holidays. Planopli is fully responsible for the proper execution of the entire package holiday.
Planopli also has the legally required protection to refund you and, if the transport is included in the package holiday, to repatriate you, should it become insolvent.
Basic rights under Directive (EU) 2015/2302
- Before concluding the package travel contract, the traveller will receive all essential information on the package holiday.
- The responsibility for the proper execution of all travel services included in the contract shall always rest with at least one professional.
- The traveller will receive an emergency telephone number or details of a contact point through which he can contact the organiser or the travel agent.
- The traveller may transfer the package trip to another person, subject to a reasonable delay and possibly at an additional cost.
- The price of the package may only be increased in the event of an increase in specific costs (e.g. fuel prices), if this is expressly provided for in the contract, and in any event no later than 20 days before the start of the package. If the price increase is more than 8% of the price of the package holiday, the traveller may cancel the contract. If the organiser reserves the right to increase the price, the traveller shall be entitled to a price reduction if the relevant costs are reduced.
- If one of the essential elements of the package, other than the price, is substantially altered, the traveller may cancel the contract without paying compensation and shall receive a full refund. If the professional responsible for the package cancels the contract before the start of the package holiday, the traveller is entitled to a refund and, if appropriate, compensation.
- The traveller may cancel the contract before the start of the package holiday in exceptional circumstances without paying a penalty, for example if there are serious security problems at the destination that are likely to affect the package holiday.
- In addition, the traveller may terminate the contract at any time before the start of the package holiday by paying an appropriate and justified penalty.
- If, after the start of the package holiday, significant elements of the package holiday cannot be provided as agreed, a suitable alternative package must be offered to the traveller at no extra cost. If the services are not provided in accordance with the contract and this has a significant impact on the performance of the package holiday and the organiser has not rectified this problem, the traveller may terminate the package holiday contract without paying a cancellation fee.
- In the event of travel services not being carried out or not being carried out properly, the traveller is also entitled to a price reduction and/or compensation.
- The organiser is obliged to provide assistance to travellers who are in difficulty.
- If the organizer planopli becomes insolvent, the amounts paid will be refunded. If the insolvency of planopli occurs after the start of the package holiday and the transport is included in the trip or holiday, repatriation of the traveller will be arranged. Planopli has secured insolvency protection through Amlin Insurance SE. Should services not be provided due to Planopli’s insolvency, travellers can contact this entity or the competent authority, as the case may be: Bijhuis Belgium, Koning Albert II-laan 37, 1030 Brussels, Belgium, firstname.lastname@example.org, +32-(0)2/894.70.00.
Directive (EU) 2015/2302, as transposed by the law of 21 November 2017 on the sale of package holidays, linked travel arrangements and travel services.
general data processing policy
Planopli (hereinafter “it” or “we”) takes your data processing rights seriously. In this statement, planopli explains how it collects, processes and uses your personal data. It thus constitutes planopli’s general data processing policy.
The data controller at planopli is Dominique Pieters, Eikestraat 82, 9550 Steenhuize.
For questions regarding this statement and our policies, please contact Dominique Pieters.
For questions that are more than a request for information, we may ask you to identify yourself so that we can be sure that we are providing the requested information and data to the right person.
When does planopli collect and process data?
Planopli collects and processes data about you when you use us as a customer for your holiday, subscribe to our free newsletter through our website or otherwise contact us. If you are a supplier, your data or the data of your contact persons will be processed in connection with these activities. Furthermore, as a customer or supplier, your data will be processed when preparing invoices and other accounting documents. In some cases, we process your data with the intention of proposing our services to you (direct marketing). Finally, we may process data about you because it is or may be important for our activities, for example to be able to call on your advice or services.
What data does planopli collect and process?
This is information that you provide and that we need in order to provide you with your holiday or other services, such as your name, address, e-mail address, telephone number, etc., as well as professional information such as company name and VAT number, and any other related information. Usually you provide us with these data directly, but it is also possible that we find them on your website or on the website of the Crossroads Bank for Enterprises.
The data may also relate to your interests in, or plans for, future trips or related services. Financial data must be processed for accounting purposes. Data about your function and activities are processed within the framework of communication or public relations.
We collect this data both when you fill in our paper forms and when you do so electronically.
When you visit our website, cookies are not used.
For what purposes does planopli collect and process data?
We process this data for our customer management purposes (to correctly execute your holiday or provide related services or products and thus execute the contract we concluded with you) and for direct marketing purposes (to inform you about the services we offer, supplier management, accounting and communication/public relations).
What are the bases for the processing of data by planopli?
In principle, we collect and process your data on the basis of the contractual relationship we have with you as a result of your order and the contract we conclude with you. This is also the basis for the processing of data about suppliers.
Where the processing is not necessary to carry out the contractual relationship, as in the case of direct marketing and communication, it is based on our legitimate interests as a company, in particular the freedom of enterprise and information. In doing so, we always ensure that a balance exists between our interests and yours, for example by granting you the right to object.
Will the data be passed on to third parties?
Your data will mainly be processed internally within the framework of customer management and accounting. They may be passed on to bodies or buildings included in a visit programme. This is specifically the case for the proper execution of your holiday and possible related services for which you call upon us.
They may be passed on to subcontractors we use for certain specific services or assignments, albeit always under our control/supervision by Dominique Pieters, director of planopli.
Sometimes we are obliged to pass on information about you. This is particularly the case if we are legally obliged to do so or if government agencies have the right to request data from us.
Your data will not be passed on to third countries or international organisations.
If we process your data for direct marketing purposes, you may object to this at any time. To do so, please contact the administrator of planopli, Dominique Pieters.
You can view the data we process about you at any time and, if necessary, have it corrected or deleted. To do so, simply send a request to the administrator of planopli, Dominique Pieters, providing proof of your identity. We ask this in order to prevent your data from being communicated to someone who is not entitled to it.
If you do not agree with the way in which planopli processes your data, you can always lodge a complaint with the Data Protection Authority: https://www.gegevensbeschermingsautoriteit.be, rue du Mail 35, 1000 Brussels.
We take the necessary measures to adequately secure your personal data. Only the directors are the administrators of each application or only the closest employees are granted access so that control over granted rights is always possible. A cloud server ensures secure backups.
Planopli reserves the right to change this statement and/or policy. Changes will be notified to users through the website.
Introduced by planopli in 2018 and last modified on August 6, 2021.