Package Tour Regulations
& Consumer Protection
It is important that you know about your legal rights when you join a package tour. We are also legally obliged to inform you about the following.
Package Travel and Linked Travel Arrangements Regulations 2018
Below you'll find more information on the key rights for consumers under what's known as the Package Travel Regulations 2018 (PTR). All of your rights are covered via information in our website, Terms and Conditions and pre-departure emails.
The combination of travel services offered to you is a package within the meaning of the PTR.
Therefore, you will benefit from all EU rights applying to the packages. Balkan Tracks will be fully responsible for the proper performance of the package as a whole.
Additionally, as required by law, Balkan Tracks has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that Balkan Tracks becomes insolvent.
Your key rights under the PTR
Travellers will receive all essential information about the package before concluding the package travel contract.
There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance, if there are serious security problems at the destination that are likely to affect the package.
Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
The organiser has to provide assistance if the traveller is in difficulty.
If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Balkan Tracks has taken out insolvency protection with Serenity Travel Trusts Ltd (the entity in charge of the insolvency protection, e.g. under a trust deed pursuant to regulations 23 and 24 of the PTRs 2018). Travellers may contact Serenity, or where applicable, the competent authority if services are denied because of Balkan Tracks' insolvency. Their contact details are as follows:
Serenity Travel Trusts
Unit 8A, Red Bank Mills, Farsley, Leeds LS28 5UJ
Telephone: 0113 368 1410 (9.00am to 5.00pm).
From outside the UK: 0044 113 368 1410
For the complete text of the Package Travel and Linked Travel Arrangements Regulations 2018 please visit: