In light of the aggravated security situation in certain travel destinations in the Middle East region, the Consumer Rights Protection Centre (CRPC) explains consumer rights in cases where flights or package travel arrangements are cancelled.
Travellers are first and foremost encouraged to contact the airline or the tour operator/travel agent from whom the airline ticket or package travel service was purchased.
Package Travel Services
(e.g. flight + hotel)
If the Tour Operator Cancels the Trip
If the tour operator terminates the package travel contract before the start of the trip, the operator is obliged to:
- refund all payments made by the traveller;
- complete the refund within 14 days from the date of contract termination.
If the Traveller Cancels the Trip
If the traveller cancels the package travel service before the start of the trip for subjective reasons (including concerns about travelling to a specific destination):
- the tour operator is not obliged to refund the amount paid for the cancelled trip;
- the traveller may be required to pay a reasonable contract termination fee.
Exception – Unavoidable and Extraordinary Circumstances
An exception applies where unavoidable and extraordinary circumstances arise at the destination or in its immediate vicinity that significantly affect the provision of the package travel service or passenger transport to the destination. Such circumstances may include:
- armed conflict or hostilities;
- terrorism or other serious security threats;
- significant risks to human health;
- natural disasters;
- weather conditions that make safe travel to the destination impossible.
An extraordinary situation is considered confirmed only if it has been officially declared by the competent local authorities in the respective destination.
In such cases, the traveller has the right to:
- withdraw from the trip without paying a termination fee and receive a full refund of all advance payments, without entitlement to additional compensation;
- agree to alternative solutions proposed by the tour operator, such as changing travel dates, changing the destination, or receiving a voucher.
CRPC emphasises that each case must be assessed individually, and in case of uncertainty, travellers should first contact the relevant travel service provider.
If Problems Arise During the Trip
If, due to unavoidable and extraordinary circumstances, it is not possible to ensure the traveller’s return in accordance with the package travel contract, the tour operator must provide accommodation for a period not exceeding three nights, covering the related costs.
Any accommodation costs for additional nights, if required, must be covered by the traveller.
Air Passenger Rights
If airline tickets have been booked to a Middle East destination and the carrier cancels the flight, CRPC encourages passengers to familiarise themselves with their air passenger rights.
In the event of flight cancellation, passengers are entitled to:
- receive a refund of the ticket price within seven days (and, where applicable, a return flight to the original point of departure), or
- re‑routing to the final destination.
If the passenger chooses re‑routing, the airline must provide an alternative flight free of charge and at the earliest possible opportunity.
Right to Care During the Waiting Period
If the waiting time for the alternative flight is two hours or longer, the airline must provide care proportionate to the waiting time, including:
- meals and refreshments;
- the opportunity to make two free telephone calls or send two emails.
If the departure of the alternative flight is at least one day after the cancelled flight, the airline must provide:
- hotel accommodation;
- transport to and from the hotel.
Please note that if a flight is cancelled due to security‑related extraordinary circumstances, passengers are not entitled to compensation, but the ticket price must be refunded.
Important and Reliable Sources of Additional Information
CRPC encourages travellers and travel service providers to assess each situation individually and to follow up‑to‑date information published by responsible authorities:
- Ministry of Foreign Affairs: https://www.mfa.gov.lv/aktualitates
- Consular Department Facebook page “Ceļo droši” (Travel Safely): https://www.facebook.com/celodrosi
CRPC draws attention to the fact that travel advisories published by the Ministry of Foreign Affairs are recommendatory in nature. An extraordinary situation is considered confirmed only when officially declared by local authorities at the destination.
Travellers are also encouraged to monitor flight information on the relevant airlines’ websites, as well as official information sources of the respective foreign states and local authorities.
Additional Information
CRPC Consumer Consultation Line
Phone: +371 6545 2554
Email: pasts@ptac.gov.lv