Consumers’ Association: Travel providers provide online customers with insufficient information | NOW

Various travel agencies and airlines fail to provide information to online customers, states the Consumentenbond after a random sample of fifteen agencies and companies, including Ryanair, TUI, KLM and Sunweb.

Travel providers are required to inform their customers about the type of travel they are booking prior to booking. They must do this by means of a standard text and a link to a standard form that contains all the rights. They must also clarify the cancellation costs.

The Consumentenbond made trial bookings with fifteen travel providers and checked whether they adhered to these conditions. These are Corendon, Expedia, KLM, Prijsvrij, eDreams, Transavia Holidays, Treinreiswinkel, D-Reizen, De Jong Infra, TUI, VakantieXperts, Vliegwinkel, Ryanair, Sunweb and the Vakantie Discounter.

Only Corendon and Expedia provided enough clarity on all three points, according to the Consumers’ Association. KLM, Prijsvrij, Sunweb, Transavia Holidays and Treinreiswinkel fell short on all aspects.

After the union had informed the companies that did not comply with this, most decided to adjust their processes. Only Ryanair, Sunweb and the Vakantie Discounter disagreed with the union’s vision and felt that they did provide enough information to their online customers, while at Treinreiswinkel nobody was available for a response. The union has informed the regulator ACM of the findings.

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