Two Norwegians who booked a holiday trip to Gran Canaria were recently backed by the Package Travel Board after they complained about shortcomings in their stay, they write. Fly Smart24.
The two had booked a week-long holiday at the Labranda Playa Bonita hotel in Playa del Inglés. They were to stay in a double room with a pool view, as well as a balcony or field terrace. But during their stay, they had to move twice, and ended up staying in three different rooms during their week-long vacation. The first room had a smoking area directly outside the door, which caused smoke to seep into the room. The second room had a broken door and the third room had palm fronds blocking the view and music from the disturbing evening entertainment. After being moved from room to room throughout the holiday, the two decided to file a TUI complaint with the Package Travel Board, when the tour operator refused to give them compensation. TUI rejected all claims, claiming there were no faults with the flight, because the hotel description mentioned a noise risk, and because the hotel was not sold as non-smoking. The Travel Board disagreed, so the two were upheld in their appeal. The court found that there was a contradiction between what was delivered and the agreement concluded between the parties under the Group Travel Law. In addition to the frequent room changes, the court believed that the Norwegians were subjected to another shortcoming: the departure of their flight was postponed from 12:55 to 20:30. The Package Travel Board therefore believes that they are entitled to compensation of NOK 2,000 for the accommodation, plus NOK 1,000 because the flight was too late.
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