Inställd eller avbruten paketresa - Engelska
If your package travel is cancelled or interrupted, you can receive compensation from the travel operator. But if the trip is affected by extraordinary events that the operator cannot influence, different rules apply.
Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.
Cancelled package travel – Keep this in mind
A package travel can be cancelled if there are too few bookings or due to extraordinary events.
You should get your money back if the organizer cancels the entire trip.
If the trip is interrupted after it has started, you can request a price reduction for what you missed out on. That means you get back part of the amount you paid.
Your rights as a consumer
The operator can cancel the package travel if too few travellers booked the trip. The operator must state the minimum number of bookings in order to hold the trip. Moreover, the operator must notify in time if the trip will be cancelled.
The trip may not be cancelled later than:
- 20 days before the trip was to have begun if it should have lasted longer than six days
- Seven days before the trip was to have begun if it should have lasted between two and six days
- 48 hours before the trip was to have begun if it should have lasted less than two days
The operator may also cancel the trip if it cannot be made due to extraordinary circumstances, such as natural disasters, war or if there is an outbreak of a serious disease at the destination. The operator must then inform you as soon as possible that the trip is being cancelled.
If your booked package travel is cancelled, you can demand your money back. Contact the travel operator, preferably in writing by email, and ask them to issue a refund. You are entitled to get the money within 14 days from the date you contacted the operator and demanded a refund.
If the refund is delayed
If you and the organizer agree that the organizer should refund your money, but they still do not do it and you think the refund has taken too long, you can get help from the Enforcement Authority (Kronofogden) by applying for a payment order. Contact the Enforcement Authority for more information on how it works and what it costs to apply for a payment order.
Enforcement Authority’s website
If you paid for the trip with a credit card or invoice
If you paid for the trip with a credit card, you are protected by the Consumer Credit Act. You can then request a refund from the credit provider (the bank) if the company does not refund you. The same applies if you paid by invoice, as this is also a type of credit. Contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.
If the organizer decides to cancel your trip, you can request a price reduction. This means that you get back part of the amount you paid. Contact the travel organizer and explain why you want a refund. Clearly state how the trip was interrupted.
The amount you get back should be reasonable in relation to how much of the trip could not be fulfilled. If the entire purpose of the trip is lost, you may be entitled to a full refund.
If the package tour is interrupted, the travel organizer must arrange an equivalent return trip at no cost to you. This applies regardless of the reason for the trip being interrupted. This applies if the return transport was included in your package tour. If your return trip is postponed to a later date, the package tour organizer must arrange accommodation for you until the return trip.
There may be a limitation on how many nights they must arrange accommodation for you:
- If a flight or train journey included in your package tour is canceled, there is no limit on the number of nights the organizer must arrange accommodation.
- If a boat trip included in your package tour is canceled, the organizer only needs to arrange accommodation for three nights.
- If no transport is included at all, the organizer only needs to arrange accommodation for three nights.
If you need accommodation for longer than that, you can contact your insurance company to explore your options for compensation for additional nights.
These three-night limitations do not apply to you if you have special needs due to, for example:
- reduced mobility
- being a minor traveling alone
- being pregnant
However, this is provided that you have notified your special needs at least 48 hours before the package tour started.
If you and the organizer cannot reach an agreement, you can lodge a complaint with the Swedish National Board for Consumer Disputes (ARN)
ARN will assess your case and then recommend how your dispute should be resolved. Most companies follow ARN’s recommendations.
A normal processing time is about 6 months.
What does it cost to file a complaint with ARN?
It costs 150 SEK to file a complaint with ARN. In your complaint, you can request that the organizer reimburses you for the cost if ARN rules in your favor.
Requirements for ARN to Review Your Case
- The company has rejected your claims or has not responded within a reasonable time.
- The amount you and the company disagree on is 1000 SEK or more. You cannot include the fee for filing a complaint with ARN.
- You file the complaint within one year from the first time you complained to the company.
File a complaint on ARN’s website.
