Tourism and travel mediation

MISSION

The aim of the Tourism and Travel Mediation Service is to promote the amicable settlement of unresolved disputes between consumers and suppliers of travel services (tourism, transport, accommodation, airport handling, etc.) or leisure services (theme parks, tickets for shows or sports, etc.) who are signatories to the Tourism and Travel Mediation Charter.

Independent and impartial, the Tourism and Travel Ombudsman, Mr Jean-Pierre Teyssier, is responsible for reconciling points of view in order to open the way to an amicable solution and avoid recourse to the courts.

WHO CAN REFER TO THE OMBUDSMAN?

The Tourism and Travel Ombudsman can be called upon by:

• A consumer directly
• A duly authorised consumer representative (consumer association, legal protection organisation, etc.).

NB : UA group complaint lodged by a consumer must be accompanied by a mandate/power of attorney from the other participants.

HOW TO CONTACT THE MEDIATOR?

After referring the matter to the (after-sales, after-travel, etc.) service, and in the absence of a satisfactory response or a response within 60 days, the customer may refer the matter free of charge to the Tourism and Travel Ombudsman, whose contact details and procedures are available on his website: www.mtv.travel