Consumers are encountering intensive advertising and promotional activities by establishments operating in the tourism sector as the holiday season approaches.
It is observed that consumers are being victimized through attractive offers via email and text messages, especially by copying the photos and names of hotels and tourism facilities frequently preferred by consumers. Therefore, it is important for consumers planning holiday reservations to pay attention to certain points to avoid being victimized.
Aziz Koçal, President of the Consumer Confederation (TÜKON), commented on the matter to an AA correspondent, stating that scammers seeking to gain unfair profits through discounted holiday expectations resort to various methods. He warned, “Be cautious of fake links sent via email or text message under the title ‘holiday opportunity.’ Like in previous years, consumers may face victimization through these links. If payment is made via credit card through these links, your credit card information may also fall into the hands of scammers.”
Koçal advised conducting necessary research regarding the facility for which reservations will be made. He emphasized the importance of checking whether the tourism facility is certified, the star rating of the hotel, whether it is registered with public institutions and organizations, and querying any complaints about the hotel if available. These inquiries can be made through the websites “www.tursab.org.tr” or “www.kulturturizm.gov.tr.”
Regarding early reservations, Koçal highlighted the importance of making contracts and requesting copies of contracts to prevent victimization. He mentioned that if contracts are made online, copies can be requested via email. Koçal also suggested verifying the address, title, and contact information of travel agencies or tourism facilities through the Electronic Commerce Information System.
“Consumers can demand a discount from the paid amount” Koçal stressed the necessity of obtaining brochures on pre-information and services to be received in face-to-face or online reservations. He informed that consumers have the right to demand a discount if any of the services promised in the contract are not fulfilled.
In case of encountering issues during this process, Koçal pointed out that consumers can resort to consumer arbitration boards. He stated, “If a consumer stays at a hotel that is advertised as ‘five-star’ in all documents but turns out to be ‘four-star,’ or if the number of stars appears to be less, the consumer can demand a discount from the paid amount.”
Koçal emphasized that consumers have the right to cancel the contract 30 days before the start of the tour without paying any penalties and that the termination notification must be made in a permanent data medium.
Koçal also mentioned that after deducting official payments such as taxes and fees, the remaining amount should be refunded to the consumer. He advised, “If the termination notification is made less than 30 days before the start of the package tour, provided that it is specified in the contract, the agency may deduct a certain amount or percentage. Therefore, our citizens should sign a contract and read it carefully.”
“Consumers should document the encountered victimization” Ergün Kılıç, President of the Consumer Rights Association, emphasized the importance of thoroughly researching the accommodation facility to avoid falling victim to fake reservations. He suggested, “Reviews from people who have previously stayed at the hotel and photos of the facility should be reviewed to gain insight.”
Kılıç stated that in case of encountering defective services, consumers can apply to consumer arbitration boards, mediation institutions, and consumer courts. He explained that for disputes amounting to less than 104,000 liras this year, applications can be made to district or provincial consumer arbitration boards, while for disputes exceeding 104,000 liras, applications can be made to mediation institutions.
Highlighting the importance of documenting defective services to address encountered victimization, Kılıç advised, “If consumers decide to cancel the reservation, they should clearly state the reason in their petition. If available, photos, correspondence, contract examples, and payment receipts should be attached as evidence. The petition should specify which of the options – revocation of the contract and refund – is chosen. Consumers can apply to consumer arbitration boards through the Consumer Information System (TÜBİS) either in person or through a lawyer. In places where consumer arbitration boards are not available, applications are received by contact personnel at relevant district governorates and recorded in TÜBİS.”
source: aa.com.tr/ prepared by Melisa Beğiç