The exceptional situation implied by Corona Virus gives rise to a lot of questions on your part, mainly about changes in travel and vacation departures.
To help you cope with the situation and to inform you of your rights, the ECC Luxembourg has put together a FAQ with the most frequently asked questions. Cancelled flights, closed borders and withdrawal of service providers, you will find the answers to your questions in this new section.
Still have questions? Please send us your questions to firstname.lastname@example.org. This FAQ would not exist without you, and we will be happy to answer you!
The European Regulation n°261/2004 on air passenger rights provides that in case of flight cancellation, the airline that was supposed to operate the flight must offer the passenger a choice between a refund or a voucher. This Regulation does not mention the role of reservation platforms and therefore does not impose any specific obligation on them.
We therefore advise you to contact the airline company that was supposed to operate the flight and ask them in writing (email/online/mail) for a refund of the tickets. You can then, if you still do not receive a refund, contact the European Consumer Centre Luxembourg, which will be able to assist you, in particular in order to lodge a complaint with an authority responsible for enforcing air passenger rights.
No it is not in accordance with the applicable law. Indeed, the European Regulation n°261/2004 on air passenger rights stipulates that in case of flight cancellation, the company must refund the passenger within 7 days.
However, due to the very large number of requests for reimbursement that have been made following the covid crisis, it is generally accepted for the time being that this 7-day period should not be imposed. Nevertheless, the refund must be made within a reasonable period of time in view of the circumstances. In this respect, 10 months may be considered too long.
No, in this case you cannot cancel free of charge as long as the hotel is open. The conditions of the contract regarding cancellation apply (see the hotel’s General Terms and Conditions). These usually provide staggered cancellation costs (the closer the date of travel, the higher the cancellation costs).
It is therefore advisable to contact the hotel, to describe the situation and to try to reach an agreement. The hotel may be willing to cancel the stay at a low cost or issue a voucher.
In recent months, several countries have passed specific laws to allow even non-cancellable reservations – not changeable in exchange for a voucher or refund – to be cancelled or postponed.
However, Denmark has not passed any specific laws, which means that the ‘normal’ cancellation conditions of the campsite apply even in exceptional circumstances. Legally, the camping considers that it can provide the service and that it is you who makes a “no-show”, even if it is not your fault.
Without a commercial gesture on the part of the camping, you will not be able to claim a refund or postponement of your trip. As a last resort you can try to contact any cancellation insurance you may have concluded . You can also, if necessary, subscribe to an insurance policy that is linked to your bank card, but in general pandemics are excluded from these insurances.
If you have not subscribed to a cancellation insurance and your reservation cannot be modified or cancelled, you will unfortunately not be able to demand a refund. We then advise you to contact the lessor in order to find an agreement with the latter, for example, a postponement of your stay.
By the other side, if the airline carries out the trip but denies you the boarding, due to the entry restrictions, the rule to apply would be the Regulation 261/2004 on Passenger Rights, it means, you could cancel the flight, with reimbursement of the ticket, among other options.