As you know, a tour operator provides all kinds of complexes of tourist services, develops tours, packages them, determines their cost, assists in their implementation, etc. In the Russian Federation there is a special Unified Federal Register of Tour Operators, which is administered by Rostourism.
The workdays of tour operators are often accompanied by disagreements with consumers of services. Customer dissatisfaction most often concerns the terms of the contract, the quality of service and is associated with the return of money. In some cases, the claims are truly justified, and in others they seem overly picky or even ridiculous.
Be that as it may, a dissatisfied client has the right to present his claims directly to the tour operator. This can be done either orally or in writing. Claims should be directed to the management of the company, whose contacts are usually included in the contract for the provision of tourism services. In addition, the necessary details of the tour operator can usually be found on its website.
In relation to a specific situation, the client can simply come to an appointment with the manager and verbally resolve the controversial issue or leave him a written complaint. It is compiled arbitrarily, according to a standard scheme.
| Conditional structure of a complaint | ||
| Appeal header | Name | Main part |
| Includes: Full name of the manager, name and address of the company; personal data of the consumer (full name, home address, contact phone number) | Options for standard header names: "Complaint" or "Claim" | Consists of a brief description of the controversial situation, presentation of claims, and presentation of demands. You need to substantiate your arguments and complaints by making appropriate references to legal acts and supporting documents |
At the end, the consumer must sign the complaint and indicate the date of its preparation. When submitting it, you need to make sure that the complaint is registered and the necessary notes about acceptance are made.
If the issue is not resolved after this, or the client is unreasonably refused, then he has the right, as they say, to go further and complain to higher authorities. These are Rosturizm and Rospotrebnadzor. In extreme, virtually hopeless situations, the dispute can be resolved in court.
Complaint against a tour operator to Rostourism: possible ways for the population to file a complaint
For your information, the full name of Rostourism is the Federal Agency for Tourism. This is a federal executive body. This structure actively interacts with the population and legal entities, since working with appeals is one of its main activities. Disadvantaged, offended citizens of services can apply here in any available way.
| Contact options | ||
| Sending a written complaint to the postal address of Rostourism | Via an electronic form on the Rostourism website | Making an appointment with an official of the Federal Agency for Tourism (oral complaint) |
Rostourism does not exercise control and supervision over the improper provision of tourism services, with some exceptions determined by Presidential Decrees and government regulations. Reason: Part 2 of the Regulations on the Federal Agency for Tourism (Resolution No. 901 of December 31, 2004).
Rostourism website.
Where and how to complain about a tour operator - 5 options
The tips below will help you decide where to complain about a tour operator. A complaint about the actions of a tour operator can be submitted to the tour operator itself, which is obliged to consider the complaint and take appropriate action on it. With this option, it is recommended to indicate in the complaint a reasonable period for taking measures to eliminate the violation of rights or compensate for harm.
At the same time, or after the refusal or inaction of the tour operator, you can file a complaint with the Federal Tourism Agency Rostourism. A complaint against a tour operator can also be filed with Rospotrebnadzor, since poor quality tourism services are a violation of consumer rights.
A complaint should be filed with the territorial office of Rospotrebnadzor at the location of the tour operator or its branch when appealing against the actions of a travel agency - at the location of the travel agency. Prosecutor's response measures also effectively ensure the protection and restoration of violated rights of citizens. You can use this method simultaneously with those mentioned above. A complaint can also be submitted in person, by mail, by email and online on the official website of the prosecutor's office of the relevant constituent entity of the Russian Federation.
The prosecutor's office has the right to redirect the complaint within its competence to the appropriate institution or official if consideration of the issue regarding the complaint is not within its jurisdiction. If material and moral damage has been caused by poor-quality tourist services, then, most likely, going to court cannot be avoided. A claim is filed in court for compensation for damage caused by the tour operator and travel agency.
The application must also be accompanied by supporting documents; in the absence of supporting documents, the circumstances of the violation of rights can be proven by witness testimony. If the cost of the claim does not exceed 1 million rubles. The statement of claim is submitted in person or through a representative to the court office or sent by mail.
For options 2-4, when sending a complaint electronically, you should pay attention to the list of acceptable formats for attached files with supporting documents. A complaint with materials presented in a different format will not be considered. RU subscribers.
Contents 1 About the department 2 How to write an appeal to Rostourism? How to specialists in electronic format?
Example 1: Recommended template for a written complaint
This type of appeal is written in free form. The structure of the document should include:
- The name of the government agency (in this case, the Federal Tourism Agency).
- Full name of the citizen-applicant, his house. address (for example, Bolshov Petr Petrovich, Lesnaya st., 1, apt. 2, Moscow, 333333, tel. 123-46-78, e-mail).
- The main text part, which sets out the essence of the complaint.
- Dating and signature of the compiler.
The proposed form looks like this:
Drawing up a complaint
A complaint against a tour operator can be made in free form. The document must comply with the basic rules provided for formal business style. Personal insults and unfounded accusations should be avoided. The tourist should be as concise and logically consistent as possible (especially if the tour operator has committed more than one violation).
The text of the complaint itself should include the following details:
- full name of the travel company against which the complaint is being made;
- all basic information about the author of the document (full name, address, contact information);
- Title of the document;
- information about the services that, in accordance with the contract, the tour operator was supposed to provide (it is necessary to describe them in the smallest detail: on what dates, in what cities, hotels, in what transport, under what conditions and for what price);
- information about what exactly the violation (or violations) committed by the tour operator was. It would be ideal if the client indicates which specific clauses of the contract and/or legal provisions were violated;
- client requirements;
- request to restore justice in accordance with the laws of the Russian Federation;
- list of attached documents;
- date and signature.
Some authorities or travel companies may even provide the client with a ready-made form to fill out a complaint, however, if he decides to draw up the document himself, it is better to be guided by this example.
Example 2. Postal address when sending a complaint to Rostourism
A written appeal is sent to the postal address of Rostourism. A regular envelope is used for this. When filling out the fields of the envelope, the applicant must indicate the following information, verbatim:
- from whom: Bolshova P. P.
- from: Moscow, st. Lesnaya, 1, apt. 2 (in. 333333).
- to: Federal Agency for Tourism.
- where: Moscow, st. Myasnitskaya, 47 (inn. 101000).
All types of written requests to Rostourism are sent in a similar way.
How to send an electronic complaint to Rostourism
You can send an application, complaint, proposal, request, information to the Federal Tourism Agency on issues within its competence in the “Public Reception” section. For this purpose, a corresponding application form is provided, which simply needs to be filled out correctly.
The filling process is not difficult at all. You just need to take into account that some fields must be filled in in any case, and some are provided specifically for responses in electronic form or on paper. So, the applicant must:
- Write down your first name, last name and patronymic (if any).
- Write your residential address to receive a response on paper (at least this is a region, city, street, house) or e - mail to receive a response electronically.
- Select the type of appeal and indicate its subject.
- Compose a message (in other words, complain, request information, offer something, etc.).
- Attach files of permitted formats (if necessary).
- Agree to the processing of your data and send a completed message to Rostourism.
A response to an electronic complaint is provided, as to a regular written complaint, within 30 days. In exceptional situations, the period is extended and the applicant is notified about this.
Personal reception of citizens at Rostourism: how to get there and how to contact an official
You can also complain at a reception with officials of the Federal Agency. Reception is carried out according to the schedule published on the agency’s website. In order to attend, you must register in advance. Registration is carried out on Wednesdays from 10.00 to 17.00 by phone (see current information on the website).
Important! You must come to your appointment with your passport.
In essence, a personal reception involves an oral appeal to an official. As usual, 20 minutes are allotted for a conversation with one person. During this time, he can express his complaints, requests, demands, and ask questions. The response to an oral or written request may be different.
| Answer options | ||
| The answer is given immediately orally | Refusal | Clarifications on the merits |
| If the citizen’s appeal does not require additional actions (checks, requests, etc.) on the part of the official. | If the citizen has previously been sent (given) a substantive answer | If resolving issues contained in an oral appeal is not within the competence of Rostourism, then the citizen is simply given an explanation of how and where he needs to contact |
The following treatment option is also allowed. A citizen can come to an appointment with an official, ask questions, and after the conversation leave a written appeal for consideration. The answer to this will be presented in a general manner.
Where and how to file a complaint against a tour operator
No one is immune from poor quality services provided by tour operators. The result can be a ruined vacation and additional expenses for the traveler. A complaint against a tour operator helps protect the rights of consumers and partially or fully compensate for their losses. The main reasons for filing a claim are:. The first question that arises for deceived tourists is where to go to resolve the conflict with the tour operator.
Description of the page: where to complain about a travel agency that does not fulfill the terms of the contract from professionals for people. In Russia, the subject of providing tourism services can be either a travel agency or a tour operator.
As you know, a tour operator provides all kinds of complexes of tourist services, develops tours, packages them, determines their cost, assists in their implementation, etc. In the Russian Federation there is a special Unified Federal Register of Tour Operators, which is administered by Rostourism. The workdays of tour operators are often accompanied by disagreements with consumers of services. Customer dissatisfaction most often concerns the terms of the contract, the quality of service and is associated with the return of money. In some cases, the claims are truly justified, and in others they seem overly picky or even ridiculous. Be that as it may, a dissatisfied client has the right to present his claims directly to the tour operator.
In this case, the replies from travel agencies and tour operators are like a carbon copy: a check has been carried out, there are no grounds for any complaints, and the claims have been refused. Your task is to prove the objectivity of your claims. This is best done using photos and video recordings. Moreover, you can send them immediately to your tour operator while you are on vacation.
What Rospotrebnadzor says about tourism services
Unlike Rostourism, this structure carries out inspections, control and supervision and other activities. Comprehensive information on all issues regarding tourism services can be obtained on the Rospotrebnadzor website. Here you can find out, for example, how to get emergency assistance, compensate for losses, correctly terminate a contract, and get your money back for an air ticket.
On the website you can also find samples of the following claims: for termination of the contract and return of the money paid, for violation of the client’s rights in terms of quality and safety of services (in case of harm to health), for a reasonable reduction in the cost of travel services, etc.
Rospotrebnadzor draws attention to the fact that the quality of tourism services is determined by Art. 4 of Law No. 2300-1 of 02/07/1992 (as amended in 2018). According to it, the contract concluded between the consumer and the tour operator is considered properly executed if the services are provided in full, on time, in the prescribed place and in the required quality. Accordingly, to a specific consumer, as well as by persons and means specified in the contract. If the terms of the agreement are not fulfilled or performed poorly, the client has the right to demand compensation for damage and moral harm.
Rostourism hotline, how to write a request?
The Office of Rospotrebnadzor in Moscow receives requests from consumers about the procedure for exercising a tourist’s right to terminate a contract of tourist services before the start of a trip without the application of penalties on the part of the travel agent of the tour operator and the deduction of actually incurred expenses not only in countries the entry into which is not officially recommended by Rosturizm, but also to other countries.
In this regard, we clarify that in any case, the legal basis for ensuring the safety of tourists in countries of temporary stay is enshrined in Art. In this case, upon termination of the contract for the sale of a tourist product before the start of the trip, the tourist or other customer is returned a sum of money equal to the total price of the tourist product. The presence in the Agreement for the provision of tourist services of a clause on the application of penalties for termination of the agreement at the initiative of the tourist does not comply with the law and is a condition that infringes on the rights of the consumer.
The obligation to return the appropriate funds if the tourist exercises his legal right to terminate the contract lies solely with the tour operator and travel agent, to whom the corresponding requirement must be presented in writing.
If the tour operator or travel agent evades this legally established obligation voluntarily, the protection of the corresponding violated right of the tourist will be ensured in court. Rospotrebnadzor authorities do not have the right to consider property disputes and force a travel agent or tour operator to return money to consumers, since these powers are vested in the judicial authorities.
We draw the attention of consumers that the norms of legislation in the field of tourism activities provide for the possibility of a tourist to voluntarily insure the risks associated with traveling and not covered by the financial security of the liability of the tour operator, Art. In this regard, when a tourist concludes an additional insurance contract, for example, against non-travel due to circumstances specified in the contract, the consumer can contact the insurance company to pay insurance compensation.
In the event of an unreasonable refusal by the Insurer and for out-of-court resolution of the dispute, the consumer has the right to contact the financial ombudsman. When a consumer books accommodation and air travel services independently through Booking information services. If such demands are refused voluntarily, further resolution of the situation may be possible through civil proceedings. Moscow, Grafsky per. Reception of written requests from citizens is carried out at the address:
Moscow, Grafsky per.
How to complain to Rospotrebnadzor about an unscrupulous tour operator
Perhaps the most effective pre-trial method of influencing an unscrupulous operator may be to send an appeal to Rospotrebnadzor. It is recommended to immediately contact the territorial authorities at your place of residence or at the location of the “offender” - the organization. In fact, the methods of contacting this authority are the same as those of Rostourism. Only the procedure is slightly different.
| Basic methods of circulation | Short description | For your information |
| Personal reception of citizens at the Community Reception Center. apparatus | Conducted at: Moscow, per. Vadkovsky, 18, pp. 5,7. Responses to requests are provided in a general manner | There is no registration for it, admission is carried out on a first-come, first-served basis. Citizens need to take their passports with them |
| The same reception of citizens, but only in the territorial bodies of Rospotrebnadzor | Accepted at public receptions according to the established schedule | More details about the place and time of the event should be clarified on territorial websites. |
| Reception with the management staff of Rosptrebnadzor | You can get to the manager only by appointment kept by his assistant, and according to the approved appointment schedule | An appointment will be made if: the question addressed by the citizen falls within the competence of Rospotrebnadzor; the appeal is not anonymous; the materials presented are not offensive or inappropriate |
| Electronic appeal | To do this, you need to fill out the appropriate form on the website, observing the following requirements: text volume: up to 4000 characters; size of attached files, including archived ones: up to 5 MB; Only valid file formats need to be attached. specified in the form | If the specified requirements are not met, it is recommended to send the application on paper by mail to the address of the relevant territorial body |
The option for filing an electronic complaint may vary and largely depends on whether a scheduled inspection is needed or not. In the first case, authorization in the ESIA is required, and in the second, when verification is not needed, the application is processed and sent without authorization. Both options for appeal (with an electronic form) are presented in the subsection “Appeals from citizens” (section “For citizens”).
Where to complain about a travel agency or tour operator, where to complain about a tour operator.
A tour operator is an organization that is engaged in the formation and promotion of certain tourism services. But if the tour operator did not comply with legal norms, as well as the terms of the contract, the consumer who used this type of service has the right to file a complaint with the regulatory authorities in order to receive monetary compensation or payment of a penalty.
Where to write a complaint against a tour operator? If such a situation arises, you must file a complaint with the management of the tour operator; such contact details are indicated in your contract or on the company’s website. If the appeal does not produce results, then the complaint can be sent to government agencies, the prosecutor's office, or the court.
Rostourism is a federal executive body, where you can write a complaint against a tour operator using:. The Ministry of Culture supervises and regulates the activities of tour operators, so this federal body can: Thus, a complaint against a tour operator can be sent to Rospotrebnadzor using one of the following methods: Thus, a complaint can be sent to Rospotrebnadzor against the tour operator, a sample of which you can find on the Internet.
If there are serious violations, if the actions of the tour operator fall under the articles of the Criminal or Administrative Code, you have the right to contact the Prosecutor's Office. It is worth sending a complaint to the prosecutor's office if you have evidence of illegal actions by the operator and the regulatory authorities were unable to resolve the conflict. You can write a complaint against a tour operator in free form and send it to:.
It is worth filing a lawsuit at the place of registration. You can send your claim by mail to sudrf. The claim can be filed in person; to do this, it must be taken to the office. We returned from a tour to Turkey. During our stay at the hotel, we submitted a complaint to the tour operator through a special Quality Control form on the tour operator’s website, as well as to a number of emails from the tour operator - all without an answer. There is very little information on the hotel on the tour operator's website; only 4 stars are listed.
We have photos from the hotel showing the defects in the room. Question: can we hope to succeed in filing a claim with the tour operator and getting a refund in our case? Send an open letter Name i Write your name. Title of the question i Briefly describe the essence of the question Title of your appeal. Detailed description of the situation i Describe your problem in detail.
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