Customer’s obligations

The customer must guarantee that the names stated in their documents and bookings are identical to the full name stated in their passport. If the customer becomes aware of any discrepancies between travel documents and passport, the customer must immediately notify the travel agency.

The customer is obliged to check whether all the information in the received order confirmation/booking is in accordance with the agreement, including, name, travel dates, hotel name and price. If there are any discrepancies, the customer must immediately contact the travel agent for clarification, so that it is possible to change the order. Should the customer neglect to do this, they forfeit the right to make a subsequent claim as a result of defective or incorrect information in the order.

Upon accepting the agreement, the customer must provide their nationality and the nationalities of anyone else involved, including information on Danish or foreign passport and any dual citizenship for the sake of the travel agency’s duty to disclose all material facts in relation to any visa or other entry requirements.
If the customer has not complied with the above provisions, they may not make a claim against the travel agency, agent or sub-contractors for any consequences, defects, inconvenience or loss, caused by the customer’s failure to comply with their general obligations.

Price and product

The price of the purchased service is a so-called “total price”, which means that it includes in the agreement all the named services and all mandatory taxes, fees or surcharges etc.

For certain destinations and hotels collections of local fees, entrance fees and charges may occur, which it is not possible to charge upon accepting the agreement since these payments relate directly to local rules or the consumption of additional services beyond what is stated in the agreement.

Unless otherwise stated, the price per. room based on accommodation in a single room.

Hotel accommodation is only valid for the number of people for whom it has been booked. The number of persons, for whom accommodation has been booked, will always appear in the reservation confirmation sent to them. In the event that more people stay in a hotel room than the number of persons stated on the booking confirmation, the customer must always in advance, and no later than at check-in, have been given consent by the travel agency or hotel, since the change in the number of people is considered as an amendment to the agreement, which presupposes the counter party’s unequivocal consent. Should the customer fail to obtain such consent, the travel agent or the hotel is authorized to charge an extra fee for the additional person/s, who may stay in the booked hotel room, because the price of the booked hotel room alone is calculated according to the original number of persons provided by the customer.

Signing the agreement

An agreement for the purchase of hotel accommodation between the customer and the travel agency is signed and binding for both parties when offers are accepted by the customer. The acceptance may be in oral or written form. The travel agency then sends to the customer the final confirmation of the agreement (such as order confirmation, an invoice or itinerary), which states the agreed terms and conditions.

The customer is obliged to examine the travel documents sent to them and “practical information” (see below) and respond to the travel agency if the information is not in accordance with the agreement.

The customer must also ensure that the customer’s special requests are stated in the agreement or otherwise be documented. Otherwise, the customer cannot later plead such special agreements.

If the full price of the trip is not paid, when the agreement is signed, the balance must be paid at the time/times, specified by the travel agency in the agreement.

If the customer violates their part of the agreement by not paying the cost of the trip by the due date, the travel agency has the right to cancel the agreement.

In the event of such cancellation, the agent is entitled to payment of the amount the customer should have paid, in the event that the customer had made a cancellation of the trip. The cancellation policy is individual and will always appear on the booking confirmation.

If the agreement is signed at a distance, any messages relating to the agreement will also be communicated in the same type of communication. The customer is thus required to give contact information such as phone and email address so that the travel agency can subsequently contact them. The customer is obliged to keep constantly abreast of any changes in the given contact details, both before and during the stay.

Defects in the product

It is the travel agency’s responsibility to supply the booked product in accordance with the agreement.

If the customer identifies defects after the supply of the product has been initiated, they must immediately, after identifying the defect, make a complaint about it/them to the travel agency, its representative or subcontractor, explaining what the defect consists of, to give them the opportunity to remedy the defect.

The customer must as far as possible ensure that their claim is noted at source by the travel agency’s staff and/or subcontractors: for example, in the hotel register, or other written form.

If, after contacting the travel agency’s representative or subcontractor, the complaint has not been dealt with satisfactorily, the customer must always contact the travel agency directly.

If the customer fails to lodge a complaint in the appropriate way as described above, they lose the right subsequently to plead the defect and to make claims against the agency as a result of the defect.


If the travel agency offers to remedy the defect, the customer cannot demand a proportional reduction or terminate the agreement, in the event that the remedy is made within a reasonable time and at no cost or significant inconvenience to the customer. Compensation for loss and/or personal injury or property damage.

If the customer suffers loss as a result of inadequate supply or due to property.