A package holiday is a trip or holiday that includes at least 2 parts, such as transport and accommodation.
","kind":"single"},{"id":"2346b245-e1d8-417b-bc29-facb7bd0e643","code":"KLACHT-BUS-DIGITOEGANKELIJK","variables":{},"chosenAnswer":"I have a complaint or feedback about online and digital accessibility.","answer":"Online and digital accessibility","remark":"","kind":"single"},{"id":"b27bda79-7f18-4d5b-bb78-f18a305f98d0","code":"KLACHT-BUS-ANDERS","variables":{},"chosenAnswer":"I have a complaint or feedback about something else.","answer":"Other","remark":"","kind":"single"}],"kind":"radio","question":"What is your complaint or feedback about?"},{"id":"577e8ff1-bcaa-4af5-acfb-4fe14496b8ec","code":"KLACHT-GEMELD-ANDERS","remark":"","remarkCollapsed":false,"topicId":"initial-topic-id","answers":[{"id":"463003f8-b4b5-48a2-b5e9-f1d4807a3407","code":"GEMELD-ANDERS-JA","variables":{},"chosenAnswer":"I have submitted my complaint or feedback to the passenger transport operator.","answer":"Yes","remark":"","kind":"single"},{"id":"ea60103c-c9be-4c3a-9059-f4c61c876fc8","code":"GEMELD-ANDERS-NEE","variables":{},"chosenAnswer":"I have not submitted my complaint or feedback to the passenger transport operator.","answer":"No","remark":"","kind":"single"}],"kind":"radio","question":"Have you submitted your complaint or feedback to the passenger transport operator?"},{"id":"32cb9f51-6dcd-4df9-b6e3-d77d949e54f6","code":"KLACHT-GEMELD-TAXI","remark":"","remarkCollapsed":true,"topicId":"initial-topic-id","answers":[{"id":"23c9b7c7-3297-499e-bd36-3c34cbdbba51","code":"GEMELD-TAXI-JA","variables":{},"chosenAnswer":"I have submitted my complaint or feedback to the passenger transport operator.","answer":"Yes","remark":"","kind":"single"},{"id":"791dad0b-f74c-4c26-8c0c-d6febc0ed729","code":"GEMELD-TAXI-NEE","variables":{},"chosenAnswer":"I have not submitted my complaint or feedback to the passenger transport operator.","answer":"No","remark":"","kind":"single"}],"kind":"radio","question":"Have you submitted your complaint or feedback to the passenger transport operator?"},{"id":"6866e0c1-be78-4b63-9d5a-a0ebd72e7d9f","code":"KLACHT-ONDERWERP-TAXI","remark":"","remarkCollapsed":false,"topicId":"initial-topic-id","answers":[{"id":"ad5a64f9-087f-4a36-8eab-ad0cdb1a38b4","code":"KLACHT-TAXI-ILLEGAAL-VERVOER","variables":{},"chosenAnswer":"I have a complaint or feedback about illegal taxi transport.","answer":"Illegal taxi transport","remark":"Illegal taxi services are taxi services provided without a licence.
","kind":"single"},{"id":"21b7c471-32c2-4cb9-880a-77bfa0540fbb","code":"KLACHT-TAXI-REGELS-TAXIVERVOER","variables":{},"chosenAnswer":"I have a complaint or feedback about violation of taxi transport rules.","answer":"Suspicion of violation of taxi transport rules","remark":"","kind":"single"},{"id":"65314558-8dba-425c-b476-ddb2d877c19d","code":"KLACHT-TAXI-ANDERS","variables":{},"chosenAnswer":"I have a complaint or feedback about something else.","answer":"Other","remark":"","kind":"single"}],"kind":"radio","question":"What is your complaint or feedback about?"}]},"advices":{"advices":[{"id":"c1a782f6-430a-4166-95ef-2801e9a7e524","topicId":"initial-topic-id","code":"LUCHT-GEEN-MELDING","hideTitle":true,"title":"Next steps","introduction":"First submit the complaint or feedback to the airline, travel agent or airport.","adviceText":"It is important that you first submit your complaint or provide feedback about aviation to the airline, travel agent or airport. If you cannot resolve the issue with them, you can notify the Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT), of your unresolved complaint or remark.
If you are experiencing noise nuisance due to aviation and are unsure which complaints bureau or airport to approach, you can notify CAA NL about the aircraft noise.
Read more about air passenger rights or contact CAA NL.
","checklistItems":[]},{"id":"864ba927-dea2-4727-bb79-ba05aa6adb47","topicId":"initial-topic-id","code":"LUCHT-MOBILITEITSBEPERKING","hideTitle":true,"title":"Next steps","introduction":"Notify CAA NL of the complaint.","adviceText":"If you have reduced mobility and are travelling by aeroplane, you are entitled to free assistance at the airport and during the flight. If you are dissatisfied with this assistance and have submitted a complaint to the airline, travel agent or airport, they must respond to your complaint within 2 months.
If you cannot resolve the issue with the airline, travel agent or airport, or if you have not received a response within 2 months, you can notify the the Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT), of your unresolved complaint. You are allowed to do this up to 1 year after the flight.
Read how to notify CAA NL about your unresolved complaint about flying with reduced mobility.
","checklistItems":[]},{"id":"2d1dde99-f32e-48c9-af33-3b87ebc8833d","topicId":"initial-topic-id","code":"LUCHT-INSTAPWEIGERING","hideTitle":true,"title":"Next steps","introduction":"Notify CAA NL of the complaint.","adviceText":"If the airline is refusing to allow you to board a flight for which you have a confirmed booking, this is considered denied boarding. If you have submitted a complaint about this to the airline, they must respond to your complaint within 2 months.
If you cannot resolve the issue with them or have not received a response within 2 months, you can notify the the Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT), of your unresolved complaint.
Read how to notify CAA NL about your unresolved complaint about boarding denial.
","checklistItems":[]},{"id":"6b68d679-16d9-4309-aaaf-89141212cdbd","topicId":"initial-topic-id","code":"LUCHT-VERTRAGING","hideTitle":true,"title":"Next steps","introduction":"Notify CAA NL of the complaint.","adviceText":"If you have submitted a complaint to the airline regarding a delayed or cancelled flight, but you cannot resolve the issue with them or have not received a response within 2 months, you can notify the Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT), of this.
CAA NL can only process your notification about a delayed or cancelled flight if:
Please note: CAA NL does not handle individual compensation requests.
Read how to notify CAA NL of an unresolved complaint about a delayed or cancelled flight.
","checklistItems":[]},{"id":"f04211ed-628d-4b40-b849-594339f93523","topicId":"initial-topic-id","code":"LUCHT-GELUIDSOVERLAST","hideTitle":true,"title":"Next steps","introduction":"Notify CAA NL of the complaint.","adviceText":"If you are experiencing noise nuisance due to aviation and you have been in contact with the complaints department of the airport where the aeroplanes take off or land, you can notify the Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT), of the noise nuisance. You can do this if it appears that rules may have been violated.
Read how to notify CAA NL about aircraft noise.
","checklistItems":[]},{"id":"8ad9c70b-9e9d-4daf-b0d3-c8a0f238f5c9","topicId":"initial-topic-id","code":"LUCHT-ANDERS","hideTitle":true,"title":"Next steps","introduction":"Contact CAA NL through the contact form.","adviceText":"If your complaint or remark is about something else, you can contact the Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT), through the contact form.
","checklistItems":[]},{"id":"43e48b98-6eaa-492b-aa96-8edeeeb2987c","topicId":"initial-topic-id","code":"LUCHT-VOORVAL","hideTitle":true,"title":"Next steps","introduction":"Submit a notification about an incident in aviation.","adviceText":"If you want to submit a notification about a dangerous situation in aviation, read how to report an incident in aviation (in Dutch).
Any incident in aviation that may endanger safety is important to report.
","checklistItems":[]},{"id":"db9ed6f3-e1c0-4d45-a485-34dcbcf5e73b","topicId":"initial-topic-id","code":"SPOOR-GEEN-MELDING","hideTitle":true,"title":"Next steps","introduction":"First submit the complaint or provide feedback to the passenger transport operator.","adviceText":"It is important that you first submit your complaint or remark about rail transport to the train operating company.
Read more about train passenger rights and train operating companies' obligations.
","checklistItems":[]},{"id":"105634e3-8cd8-45c5-aff2-ff9483d82b06","topicId":"initial-topic-id","code":"SPOOR-GELUIDSOVERLAST","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of the complaint.","adviceText":"If you are experiencing noise nuisance from the railway and you have contacted the railway infrastructure manager, you can notify the Human Environment and Transport Inspectorate (ILT) if you disagree with the manager’s judgement. The ILT will review the response of the railway infrastructure manager.
Read how to notify the ILT of noise nuisance from the railway (in Dutch).
","checklistItems":[]},{"id":"8eef61ad-bfb3-47eb-b6f1-36546e4d64df","topicId":"initial-topic-id","code":"SPOOR-ANDERS","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of the complaint.","adviceText":"If you are dissatisfied with the response from the train operating company, you can submit your complaint about rail transport to an independent body (in Dutch).
In the Netherlands, you can notify the Human Environment and Transport Inspectorate (ILT) if a train operating company handles your complaint incorrectly.
Read more about train passenger rights and train operating companies' obligations.
","checklistItems":[]},{"id":"5e13b248-fda4-4ccc-9b9c-74777ec0d1ba","topicId":"initial-topic-id","code":"WATER-GEEN-MELDING","hideTitle":true,"title":"Next steps","introduction":"First submit the complaint or provide feedback to the passenger transport operator.","adviceText":"It is important that you first submit your complaint or provide feedback about transport over water to the passenger transport operator or terminal operator. You must do so within 2 months after the implementation or scheduled implementation of the service.
The passenger transport operator or terminal operator must respond within 1 month of receiving your complaint or remark. An appropriate response means:
The passenger transport operator or terminal operator must provide a definitive answer to your complaint within 2 months of receipt.
If you do not receive a response, or if you cannot reach a resolution with the passenger transport operator or terminal operator, you can then notify the Human Environment and Transport Inspectorate (ILT) of your unresolved complaint or remark.
Read more about passenger rights for travel over water.
","checklistItems":[]},{"id":"17b5f764-73e1-4c91-8007-68e723987457","topicId":"initial-topic-id","code":"WATER-VERTRAGING","hideTitle":true,"title":"Next steps","introduction":"Submit the complaint to the relevant supervisory body.","adviceText":"If you have contacted the passenger transport operator but are dissatisfied with how a shipping company or agent has handled your complaint, you can contact the supervisory body in the European Union (EU) Member State where the port of departure is located.
In the Netherlands, the supervisory body is the Human Environment and Transport Inspectorate (ILT). Use the Report other issues form to contact the ILT.
For passenger services departing from a country outside the EU, you can submit your complaint in the country of arrival.
Read more about passenger rights for travel by water.
","checklistItems":[]},{"id":"b01cde8a-8cc9-4c23-92e4-759a019ab1b9","topicId":"initial-topic-id","code":"WATER-MOBILITEITSBEPERKING","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of the complaint.","adviceText":"If you have reduced mobility and are travelling as a passenger by sea or inland waterways, you are entitled to:
If you have contacted the passenger transport operator but are dissatisfied with how your complaint about mobility issues was handled, you can contact the Human Environment and Transport Inspectorate (ILT) using the Report other issues form.
Read more about passenger rights for travel by water.
","checklistItems":[]},{"id":"c977726e-4e36-4c2e-80ec-ab20dc3b95a4","topicId":"initial-topic-id","code":"WATER-RECHT-OP-INFO","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of the complaint.","adviceText":"If you are travelling as a passenger by sea or inland waterways, you are entitled to information about your journey. For example, information on:
Passenger transport operators, travel agents and tour operators must offer this information online when making an online booking. If you have contacted the passenger transport operator but are dissatisfied with how your complaint about the right to information was handled, you can contact the Human Environment and Transport Inspectorate (ILT) using the Report other issues form.
Read more about passenger rights for travel by water.
","checklistItems":[]},{"id":"b574fced-59d3-4e4a-af1e-f95872009dfd","topicId":"initial-topic-id","code":"WATER-ANDERS","hideTitle":true,"title":"Next steps","introduction":"Notify the relevant supervisory body of the complaint.","adviceText":"If you are dissatisfied with the handling of your complaint by a shipping company or agent, you can notify the supervisory body in the European Union (EU) Member State where the port of departure is located.
In the Netherlands, the supervisory body is the Human Environment and Transport Inspectorate (ILT). Use the form Report other issues to notify the ILT.
For passenger services from a country outside the EU, complaints must be submitted in the country of arrival.
Read more about passenger rights for travel by water.
","checklistItems":[]},{"id":"77f065e3-0508-4d54-932f-ec951ee06cf3","topicId":"initial-topic-id","code":"BUS-GEEN-MELDING","hideTitle":true,"title":"Next steps","introduction":"First submit the complaint or remark to the passenger transport operator.","adviceText":"It is important that you first submit your complaint or provide feedback about bus or coach transport to the passenger transport operator.
Submit your complaint or claim to the bus or coach company within 3 months of the travel date. The bus or coach company must respond to your complaint within 1 month. The passenger transport operator must provide a final response to the complaint within 3 months of receipt.
Read more about bus and coach passenger rights.
","checklistItems":[]},{"id":"eecf0194-fe3e-4c35-a376-9a2bf94c2800","topicId":"initial-topic-id","code":"BUS-ANNULERING","hideTitle":true,"title":"Next steps","introduction":"Contact ConsuWijzer.","adviceText":"If the bus or coach service cancels the package tour, contact the tour operator who contracted the transport.
If the reason the package tour is cancelled is not due to the cancellation of the bus or coach service, contact ConsuWijzer (in Dutch), part of the Netherlands Authority for Consumers and Markets (ACM).
Read more about bus and coach passenger rights.
","checklistItems":[]},{"id":"bea41b8d-6e76-4e0f-a7a8-529b6137bc5b","topicId":"initial-topic-id","code":"BUS-ANDERS","hideTitle":true,"title":"Next steps","introduction":"Submit the complaint to the dispute committee.","adviceText":"If you have submitted your complaint or provided feedback in writing to the executing bus or coach company but you cannot resolve the issue with them, you can submit your complaint or remark to the bus company's disputes committee. Read more about the public transport disputes committee (in Dutch).
If you are dissatisfied with the judgment of the disputes committee, you can notify the Human Environment and Transport Inspectorate (ILT) about your unresolved complaint about compliance with bus and coach passenger rights (in Dutch).
Read more about passenger rights for bus and coach transport.
","checklistItems":[]},{"id":"2e251862-4467-436c-b471-2c601433014f","topicId":"initial-topic-id","code":"BUS-VOORVAL","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of an incident in passenger transport by bus or coach.","adviceText":"","checklistItems":[]},{"id":"d28394b7-60aa-4f41-8a6a-5231444f36a5","topicId":"initial-topic-id","code":"BUS-ILLEGAAL-PERSONENVERVOER","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of illegal passenger transport by bus or coach.","adviceText":"If you see a bus or coach operating that you suspect is transporting passengers illegally, or if you suspect that illegal bus or coach services are being offered online, you can notify the Human Environment and Transport Inspectorate (ILT) about illegal passenger transport by bus or coach (in Dutch).
","checklistItems":[]},{"id":"6dd17c96-dc6b-4e96-8c9c-93dcee928134","topicId":"initial-topic-id","code":"TAXI-GEEN-MELDING","hideTitle":false,"title":"Next steps","introduction":"First submit the complaint or provide feedback to the passenger transport operator.","adviceText":"It is important that you first submit your complaint or provide feedback about taxi services to the operator.
You can submit a complaint about a taxi company in various ways:
The taxi company must respond to your complaint or remark within 6 weeks.
","checklistItems":[]},{"id":"37e607d1-0362-48e9-8b5f-00e408658679","topicId":"initial-topic-id","code":"TAXI-ILLEGAAL-TAXIVERVOER","hideTitle":true,"title":"Next steps","introduction":"Submit a notification about illegal taxi transport.","adviceText":"The offering and provision of taxi services without a permit is not permitted.
If you have information about illegal taxi services, you can inform the police.
You can also notify the Human Environment and Transport Inspectorate (ILT) of illegal taxi services. The ILT does not process individual complaints or feedbacks.
If you disagree with the taxi company's response to your complaint, you can also seek assistance from a disputes committee. Most taxi companies are affiliated with de Geschillencommissie, the Dutch Foundation for Complaints and Dispute Resolution (in Dutch).
","checklistItems":[]},{"id":"f3649b11-a5a0-46f7-8297-9b163235cb40","topicId":"initial-topic-id","code":"TAXI-MELDING-TAXIVERVOER","hideTitle":true,"title":"Next steps","introduction":"Submit a notification about a suspected breach of the rules for taxi services.","adviceText":"If you suspect the rules applicable to taxi services are being violated by, for example, the taxi company, the taxi driver or the taxi vehicle, you can inform the police.
You can also notify the Human Environment and Transport Inspectorate (ILT) of suspected violations of taxi service rules. The ILT does not process individual complaints or feedbacks.
If you disagree with the taxi company's response to your complaint, you can also seek assistance from a disputes committee. Most taxi companies are affiliated with de Geschillencommissie, the Dutch Foundation for Complaints and Dispute Resolution (in Dutch).
","checklistItems":[]},{"id":"782f7b7e-792e-4733-b91a-4b2973f971b2","topicId":"initial-topic-id","code":"TAXI-ANDERS","hideTitle":true,"title":"Next steps","introduction":"Inform the police.","adviceText":"If you have a complaint or feedback about taxi services, for example about ride refusal, aggression or speeding violations, you can inform the police.
If you disagree with the taxi company's response to your complaint, you can also seek assistance from a disputes committee. Most taxi companies are affiliated with de Geschillencommissie, the Dutch Foundation for Complaints and Dispute Resolution (in Dutch).
","checklistItems":[]},{"id":"7e2381f6-6c10-4695-b982-8395e00502c0","topicId":"initial-topic-id","code":"ANDERS-GEEN-MELDING","hideTitle":true,"title":"Next steps","introduction":"First submit your complaint or provide feedback to the passenger transport operator.","adviceText":"First contact the passenger transport operator or their complaints committee. If you are dissatisfied with how the passenger transport operator handles your complaint or feedback, you can contact the Human Environment and Transport Inspectorate (ILT).
","checklistItems":[]},{"id":"33af6004-6e2f-4991-858c-51a9aed3d834","topicId":"initial-topic-id","code":"ANDERS-WEL-MELDING","hideTitle":true,"title":"Next steps","introduction":"Contact the ILT.","adviceText":"If you are dissatisfied with how the passenger transport operator handles your complaint or feedback, you can contact the Human Environment and Transport Inspectorate (ILT).
","checklistItems":[]},{"id":"fbf211c0-c69d-4e1b-8640-622b71873e20","topicId":"initial-topic-id","code":"DIGITOEGANKELIJK","hideTitle":true,"title":"Next steps","introduction":"Notify the ILT of the complaint.","adviceText":"Passenger transport operators must ensure that their online and digital services are accessible to everyone, including people with disabilities. This includes websites, apps, electronic tickets and information displayed on screens in vehicles and terminals.
If you are in a situation where information is not accessible digitally or online, first submit the issue to the operator providing the passenger transport service. You can also notify the Human Environment and Transport Inspectorate (ILT) of an issue regarding online and digital accessibility in passenger transport.
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