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Unreimbursed trips: the number of appeals to the mediator remains very high in 2022


The volume of disputes remains comparable to the Covid period, due in particular to flight cancellations.

Travel-related disputes, which had exploded in 2020 with the Covid pandemic due to numerous cancellations, remained at a very high level in 2022, with more than 18,000 referrals, according to the report of the tourism and travel mediator presented Thursday .

“There were almost as many requests for mediation in 2022 as in the two previous Covid years”

, underlines the report presented on the sidelines of the Porte de Versailles tourism fair in Paris.

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Due to Covid-19, disputes had exploded (+111%) in 2020, with 18,332 claims and had increased further in 2021, exceeding 20,000 disputes.

In 2022, the number of disputes recorded is 18,335, a “high level” that the mediator considers “worrying”.

Insufficient explanations from booking platforms and companies

"Flight cancellations are the main problems presented to us

," said mediator Jean-Pierre Teyssier during the presentation of the report.

Air transport represents two thirds of disputes (65.45%) in 2022.

Read also Canceled flight: how to get a refund for your plane ticket?

The tourism & travel mediator draws attention to online booking platforms where

"passengers suffer from insufficient information, source of many disputes, on several points"

such as

"opaque procedures for reimbursement of flight cancellations"


"the insufficient information of the fluctuating health rules imposed to be able to board


How to enter the tourism & travel mediator?

Since 2012, any consumer having a dispute concerning a service or a tourist package with a travel agency, a tour operator or an airline, can refer to the mediator.

But on several conditions, as our article explains.

In summary: the dispute must be less than a year old, the referral must take place after a prior written complaint to the professional (hotelier, travel agency, airline or cruise company, etc.) and this professional must be a member of the mediation tourism & travel.

“Referring the customer to general terms and conditions of sale (GTC) that are too general, more and more massive, and difficult to read, is insufficient

”, considers the report.

“If the professionals concerned do not impose best practices on themselves, they will eventually be subject to regulations to protect consumers,” warns Jean-Pierre Teyssier.

The other disputes concern tourist packages (18.21%), accommodation only (3.89%), cruises (2.68%) or even maritime transport (1.66%).

The mediator is pleased that nearly 98% of his proposed solutions have been accepted in 2022 by the parties involved.

Source: lefigaro

All news articles on 2023-03-16

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