Tourism
The AIAV and the ADOC (Association for the Defense and Orientation of Consumers) have for some time undertaken a collaboration aimed at improving relations between travel agencies and travelers, a collaboration based on the desire to ensure to the latter the right satisfaction in purchasing and enjoying travels and holidays.
The agencies belonging to the AIAV guarantee the traveler full respect for his rights, information, contractual transparency. For this reason, the Association regularly informs professionals of the obligations – legal and ethical – that derive from a correct execution of the contract.
All this, however, may not be sufficient to prevent episodes capable of generating discontent or difficulties from occurring during a trip or stay; unfortunately, unpredictable factors can come into play such as, for example, the climate, the mechanical means subject to breakdowns, inadequate catering, or others beyond the travel agent’s control.
For this reason, AIAV and ADOC have signed a Memorandum of Understanding for Joint Conciliation, which intends to help consumers and travel agents solve any dispute amicably, evaluating the causes and proposing the solutions deemed suitable to avoid appeal to the Courts.
Furthermore, AIAV and ADOC have decided to join their efforts against illegal activities: those who work illegally in tourism represent an enormous element of risk for the consumer who, unknowingly, can purchase services or tourist packages made without paying any attention to the law provisions and safeguards provided for the traveler, and even incur in outright scams. Furthermore, the abuse is harmful to the community as it undermines the foundations of correct entrepreneurship and deprives the tax office of those resources, which, in the end, affect all taxpayers.
Therefore, consumers and companies can report any tourist initiative that is doubtful: Dr. Federica Anna Benincasa, of the AIAV legal service, will respond to any report, and she will share those reports with ADOC when it comes from a consumer rather than a travel agency.
By virtue of the Memorandum of Understanding for Joint Conciliation, signed by ASTOI Confindustria Viaggi and by numerous Consumer Associations since 2011, it is possible to attempt conciliation to settle disputes of any nature and value, arising between one or more consumers and the Members adhering to the Memorandum.
The consumer can access the conciliation procedure if he/she has already filed a complaint directly (or through a consumer association adhering to the protocol) to the Tour Operator and/or to the Travel Agency and has received a response that he/she deemed unsatisfactory or that has not received any response.
The Commission, when it comes to a settlement, draws up and signs the related conciliation report, while, if it fails to achieve this objective, it acknowledges it through a report of agreement not reached.
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