Non-transparent prices, security holes and impossible claims. These are the main dangers of online travel agencies. There are reliable sites, and others that are not. Too many, according to the European Commission, unfortunately fall into the second category. The phenomenon concerns the whole Old Continent. Including Italy, which is below average in this ranking.
In summer 2013 Brussels started a survey of web platforms that sell air travel and hotel accommodations. The results, according to the Commission, are "bewildering": out of 552 sites checked, 382 did not comply with European law on consumer protection.
After the checks, the national authorities contacted the companies that manage the non-compliant sites, to have the anomalies corrected. 173 have adapted. An operation that reversed the result, at least in part: the sites in order, which previously constituted 31%, are now 62%. But there are still 209 sites subject to ongoing proceedings. For 52 of them, the respective operators have undertaken to make the necessary changes.
In Italy, 17 online platforms were examined. Most (9) were compliant. After the checks, one of the sites complied, bringing online agencies in compliance to 10%.
“Among Internet users in the European Union, one in three books their travel and stays online. We need to ensure that these bookings are secure and reliable. Thanks to the joint efforts of Member States and the Commission, 62% of the 552 travel websites checked now comply with EU consumer protection legislation. I will not be satisfied until consumers' rights are fully respected and I will try to use existing structures to achieve this,” said Neven Mimica, EU Commissioner for Consumer Policy.
The European authorities checked whether information on the main features of the services was easily accessible, whether the price was indicated in a timely manner and whether it included optional supplements, whether the e-mail addresses to contact for questions and complaints were indicated and whether before When purchasing, the terms and conditions could be consulted and if they were written in a simple and clear way.
The main problems encountered include the absence of the operator's email address, lack of clear instructions on how to file a complaint, the imposition of surcharges that should be optional (such as insurance premiums, baggage fees or priority boarding), and lack of transparency on the final price of the service, which is not indicated immediately.
The sweep of travel services took place in 27 EU Member States, Norway and Iceland in June 2013. The 'enforcement phase' is still ongoing. This is the 7th sweep since 2007. Both websites offering air travel and those offering accommodation and overnight stays have ended up under the Union's magnifying glass.
