Consumer mediation

Tourism and Travel Mediation

Consumer mediation : A mandatory system for professionals

Two essential obligations for the professional

Joining a mediation system

Since January 1, 2016, all professionals must offer their consumer customers, in addition to their internal complaint management service, a referenced, independent, fast and free mediation system.

Informing the consumer

This system must be clearly brought to the attention of consumers, via a clause to be inserted in commercial documents (website - GTC - order forms - during the complaint procedure)

Sample information clause:

"After contacting the (after-sales, after-travel...) service and in the absence of a satisfactory response or in the absence of a response within a period of 60 days, the customer can contact the mediator of Tourism and Travel free of charge, whose contact details and submission procedures are available on their website: www.mtv.travel"

Penalties

Failure to comply with these obligations may result in a FINE OF UP TO €15,000 per breach observed.