Matkaolosuhteet

Travel Terms and Conditions

Stena Line Travel Group AB

Registration number: 556529-1795

Kungsgatan 6, Helsingborg

E-mail: uk-sembo@sembo.com

Phone: +44 20 8016 0993

1. General Information

1.1. About Sembo

Sembo is part of Stena Line Travel Group AB and is headquartered in Helsingborg. Sembo is responsible for accommodation services, while Stena Line Scandinavia AB and Direct Ferries manage ferry services. Sembo also acts as an intermediary for other transportation services such as airline tickets, rental cars, trains, and transfers. Payments for both transportation and accommodation are made directly to Sembo (Stena Line Travel Group AB).

Sembo primarily serves private travelers. Please read these travel conditions carefully before booking your trip, as booking travel services through our website constitutes your acceptance of Sembo's travel conditions.

Unless otherwise agreed upon, you as a customer select products and services, or combinations thereof, from the offerings available on our website.

You are responsible for providing accurate contact information to enable us to reach you with important information. We will notify you about any changes via email. Sembo cannot be held responsible if incorrect contact details provided by you result in missed important communications. You, as the individual making the booking, are responsible for payment. It is your responsibility to ensure you can receive communications from Sembo. Sembo will not be responsible for undelivered messages due to circumstances beyond our reasonable control, such as providing an incorrect email address, email settings preventing receipt, or emails being categorized as spam.

1.2. Responsibility and Obligations for the Fulfillment of the Trip

By booking travel through our website, you agree that Sembo acts solely as an intermediary between you and the service providers. Sembo shall under no circumstances be held responsible for travel services booked through other suppliers.

Additionally, Sembo is not responsible for any inaccuracies in information displayed on our website provided by the respective service providers.

When Sembo intermediates services for a supplier, the supplier is responsible for delivering the service, and the supplier's travel and transportation conditions apply. As an intermediary, Sembo is not liable for timetable changes, canceled flights/ferries, lost luggage, bankruptcies, or other matters related to the execution of the travel services.

Any claims related to the non-delivery of travel services must therefore be directed to the relevant supplier.

1.3. Technical Issues

Sembo disclaims responsibility for technical problems and pricing errors beyond our control. Sembo reserves the right to contact customers via email within 48 hours during regular business hours (weekdays excluding public holidays) in the event of technical issues or pricing errors concerning, for example, airline tickets, baggage, and seating.

If an obvious error occurs during your booking, Sembo will offer you the choice of either paying the correct price and retaining your booking or canceling your booking without penalty.

Sembo is not obligated to provide travel services at an incorrect (lower) price, even if you have received a booking confirmation, if the error should reasonably have been obvious to you.

2. Payment

2.1. Payment Options

Bookings can be paid using the following payment methods:

• Trustly (bank transfer)
• Credit/debit card payments: Dankort, Visa, MasterCard, and Eurocard – Sembo reserves the right to refuse card payments if card fraud is suspected. In such cases, identification may be required.
• Paypal
• Apple Pay
• Gift cards

2.2. Payment for Airline Tickets

Must be paid immediately upon booking, and the payment is binding.

2.3. Payment for Ferry Tickets

"Economy" tickets must be paid immediately upon booking.

2.4. Payment for Hotel/Entrance Tickets

A deposit of 10% of the total amount or at least EUR 50, plus cancellation insurance, must be paid within 2 hours after booking. For departures within 25 days, the full amount is payable upon booking.

2.5. Apartments/Cottages/Holiday Homes

A deposit of 10% of the total amount or at least EUR 50, plus cancellation insurance, must be paid within 2 hours after booking. For departures within 45 days, the full amount must be paid at the time of booking.

For bookings at special rates, also indicated as "Non-refundable," the booking must be paid immediately and cannot be refunded in case of changes or cancellations.

If final payment is not received by the due date, Sembo has the right to consider the booking canceled. Refer to our cancellation policy, including applicable charges, within these conditions.

3. Flight Conditions

3.1. Intermediation of Flight Tickets

When you have booked your trip, a booking confirmation will be sent to your email. At this point, the intermediary agreement between you as a customer and Sembo comes into effect. If you do not receive a booking confirmation within one hour after completing your booking, and none of our customer service representatives have contacted you via email or phone regarding any issues, please contact us by phone for confirmation.

Once your electronic tickets have been issued, you will receive a confirmation email containing your ticket number. At that moment, a binding contract between you and the relevant airline carriers comes into effect.

Flight prices and seat availability information are provided directly by the airline. If the airline makes changes beyond our control (e.g., changes in price, seat availability, or other conditions) after the booking confirmation has been sent but before the agreement with the airline has become binding (as described above), the agreement will not come into effect. In such cases, Sembo will refund the payment to the same method used for the booking.

We may contact you during our regular office hours to give you the option to accept the new price, but no later than 48 hours after we have become aware of the change.

You are responsible for ensuring that the confirmation matches your booking. When booking flight tickets, it is your responsibility to ensure all names match exactly with passport information.

For flight bookings where the outbound and return journeys consist of two separate one-way tickets, these are treated as two independent tickets. It will be clearly stated during the booking process and on your booking page if your trip consists of two separate, unrelated one-way tickets. In the event of a schedule change, delay, or cancelled flight on one leg of the journey, we do not allow changes or cancellations to the other leg, as the airline considers them to be entirely separate bookings.

Flight tickets must be used in the order they were issued. If you do not use the outbound leg of a return ticket, the airline will automatically cancel your return journey and no refund will be available.

We do not offer tickets to minors traveling without an accompanying adult. Passengers under the age of 18 must be booked and accompanied by an adult. Certain countries and airlines deny entry to minors who are not accompanied by a legal guardian. Please note that some airlines require minors to present a birth certificate during travel.

For flight tickets booked with low-cost airlines (e.g., Ryanair, EasyJet), the airline will send the booking confirmation directly to your email, including the booking reference required for online check-in. If you do not receive confirmation from the airline within 72 hours, please contact us immediately. Online check-in should usually be done through the airline's website to avoid extra airport fees. If you have booked flights only, please contact the airline directly for assistance.

3.2. Right of Withdrawal

The right of withdrawal does not apply to transportation services or related accommodation services under distance selling laws. Sembo does not offer any 24-hour rule. After payment, flight tickets are non-refundable.

3.3. Check-in

Please note that some airlines charge a fee for airport check-in. Refer to individual airline websites for details.

3.4. Airport Taxes

Local airport taxes/fees must be paid at the airport in local currency and may change on short notice. These fees are determined by each country’s aviation authority. We have no control over these fees and do not refund them.

3.5. Service Package

The service package is a service that we offer to our customers. The service package can be purchased when booking flight tickets or added anytime before departure or during the trip.

The service package includes:

• Finding optimal alternatives in case of schedule changes (following airline guidelines) without additional fees.
• No additional fees for handling refund requests for flights cancelled by the airline.
• Assistance with booking special baggage such as golf equipment, etc.
• Requesting special meals when meals are included (usually not applicable for domestic or short-haul European flights).
• Assistance with rebooking your flight (airline fees apply).
• Registering your frequent flyer membership with the airline.
• Assistance with name changes, baggage, and seat booking when possible (airline fees apply).

Airline fees may apply. The service package fee is non-refundable, even if the airline cannot confirm requests. If your departure is within 3 days, contact us by email or phone. Requests made later than 72 hours before departure may not be confirmed. Passengers with severe food allergies must contact the airline directly.

For flights booked with low-cost airlines (e.g., Ryanair, EasyJet), all requests must be handled directly with the airline unless the Service Package was purchased. Additional fees from Sembo and third-party suppliers may apply.

3.6. Rebookable Flight Ticket

This option must be selected and paid for at the time of booking and cannot be added later.This service is Sembo’s own product and may not correspond to the airline’s rebooking policy. Rebooking must therefore be made via our flight department, by email, during regular office hours, and at least 48 hours before the original departure (the first flight of the booking). The new journey must be completed within one year of the original booking date.

Rebooking is subject to availability and must be with the same airline originally booked. If a rebooking involves higher ticket prices, the traveler pays the difference. This service permits a one-time rebooking only, after which it is considered consumed. Sembo offers rebooking regardless of the airline’s own rules.- Free date changes are allowed within the same fare level and travel route with the selected airline. If the new fare is higher, the customer must pay the price difference.- The product does not allow name changes or name corrections.- Flight segments must be used in the original order booked; changes to the destination are not permitted.- Rebooking the ticket to a so-called “stopover” is not allowed.- The service may be used once only; after that, it is considered consumed.- The service includes up to three price inquiries for your rebooking.- Once the outbound journey (the first flight of the booking) has commenced, the service is considered consumed.- In case of cancellation of the trip, the fee paid for the Rebookable Ticket service is non-refundable.- If the rebooking results in the passenger no longer qualifying for a special or promotional fare, the price difference to the new fare will be charged.- Sembo does not assume responsibility for visa, passport, or similar travel documentation should the journey be extended.- The passenger is responsible for any ancillary services, such as baggage or seat reservations, purchased through Sembo or directly from the airline.- If the passenger fails to check in or travel any segment of the itinerary, the rebooking service will be forfeited.- All communication regarding changes must be made by email, and the passenger is responsible for ensuring the matter is confirmed.- Sembo will not make any changes to the original booking without the customer’s written consent, except in cases where changes are made by the airline.

3.7. Pre-booking Seats Onboard

For certain airlines, Sembo can offer seat reservations on board the aircraft for an additional fee. Where this option is available, it will be presented during the booking process, and the cost may vary depending on the selected seat.

Please note that we can never guarantee your requested seat, as the airline reserves the right to change pre-booked seats if deemed necessary—such as in the case of an aircraft change—without any obligation to notify either Sembo or you as the traveller.

If you forgot to pre-book a seat during the booking process, you may contact our customer support team afterward. Our agents will provide a price quote, provided that the airline's policies allow for seat pre-booking. The seat reservation fee is non-refundable, even if the airline is unable to provide your requested seat.

3.8. Baggage

You can view the baggage rules for your trip on our website when searching for flights under “Baggage and Ticket Rules.” You will also be given the option to add baggage during the booking process, provided that the airline’s policies allow it. Please note that baggage is never refundable under the rules of the airlines.

In some cases, the airline may not allow us to pre-book checked baggage on your reservation—for example, if your booking includes a codeshare flight. If we are unable to pre-book baggage for your trip, we will refund the amount paid at the time of booking and refer you to the airline’s website or ask you to contact the airline directly to arrange baggage. Baggage can also be added at the airport during check-in.

If you forgot to add baggage during the booking process, you may contact our customer support team afterward. Our agents will provide a price quote, provided that the airline allows baggage to be pre-booked.

Information about excess or special baggage (such as dimensions and weight) must be provided at the time of booking, as we need to send a request to the airline. Such baggage will only be confirmed if space is available. Airlines often charge a fee for excess baggage, which is payable at check-in.

Please note that baggage must always be added and paid for again in the event of a rebooking, as airline rules do not allow previously paid baggage to be transferred to a new ticket.

It is your responsibility as the customer to check the baggage rules that apply to your airline.

We are not liable for lost or damaged baggage. In the event of loss or damage, a Property Irregularity Report (PIR) must be completed by you directly at the airport.

3.9. Insurance

Travel InsuranceWe recommend that travellers purchase travel insurance. In cooperation with Solid, we offer travel insurance that can be purchased up until the time of departure and cancelled free of charge up to the day before departure. You can read more about the insurance and its terms here.

Baggage Insurance In cooperation with the insurance company Solid, we also offer baggage insurance. You can read more about the insurance and its terms here.

3.10. Cancellation Protection

To protect yourself against unexpected events, we recommend that you add our cancellation protection to your booking. Cancellation protection can only be purchased at the time of booking and cannot be removed or refunded once the agreement has been concluded.

A traveller who has purchased cancellation protection may cancel the trip with a deductible of 5%, provided that a valid medical certificate is presented and the cancellation is made before the trip begins. The cancellation protection applies in the event of acute illness, accident, or death affecting the traveller, the traveller’s spouse/partner, children, parents, siblings, or a person with whom the traveller jointly booked the trip. The protection is valid only if the event occurs before departure but after the agreement has become binding.

Cancellation protection does not apply to illnesses known at the time of booking or to complications related to pregnancy after the 30th week. The medical certificate must be issued using a specific form, available here , and must be submitted to Sembo no later than 14 days after the cancellation date. Medical certificates received after this period will not be processed.

The cost of the cancellation protection and the deductible is non-refundable in the event of cancellation.

3.11. Passports, Visas and Health Regulations

Passport, visa, and/or health requirements are subject to change, and it is therefore your responsibility to contact the relevant authorities (embassy, consulate, etc.) well in advance of your departure. You are solely responsible for ensuring that you hold a valid passport and, where applicable, a visa. It is important to consider all transit points along your journey, as visas may also be required for those segments. As visa processing may take time, we strongly recommend that you apply well in advance.

Sembo accepts no responsibility for customers who fail to obtain the necessary travel documents or for any costs incurred due to deficiencies in a traveller’s documentation.

Each destination has its own specific entry requirements, including documentation, vaccinations, and other conditions, which may also vary depending on the traveller’s nationality. It is your responsibility to obtain and verify this information. Any issues arising from non-compliance with such official requirements shall not be deemed the responsibility of Sembo. We therefore encourage you to always check which documents are required for both your destination and any transit countries, as well as how long the relevant procedures may take.

3.12. Transit

During stopovers or layovers, additional costs for transfers and accommodation may arise. We are not responsible for these costs, nor for any expenses you may incur due to changes in flight schedules. These costs are non-refundable.

3.13. Name on Flight Tickets

Flight tickets are personal and non-transferable. It is extremely important to double-check that the passenger names are entered correctly before confirming and paying for your booking, as names on flight tickets generally cannot be changed. It is the customer’s responsibility to ensure that all names match the traveller’s passport. Please note that fictitious names for infants are not accepted.

In cases where name changes are permitted, both the airline’s change fee and Sembo’s administrative fee (starting from EUR 60 per ticket) will apply.

To allow us to investigate whether a name change is possible, a Service Package must have been purchased. The request must be submitted no later than 24 hours before the outbound flight, during our regular business hours on working days.

For name change requests close to departure, we recommend that you contact the airline directly.

3.14. Changes to Flight Tickets

Rebooking is only possible if the fare conditions of your ticket permit it. These conditions are set by the airline and cannot be influenced by us. If changes are allowed, the airline’s fees will apply in addition to Sembo’s administrative fee (starting from EUR 60).

If you wish to rebook your trip, the request must be submitted no later than 24 hours before the scheduled outbound or return departure, during our regular business hours on working days. For rebooking requests with short notice, we recommend that you contact the airline directly.

If you have added baggage to your original booking and choose to rebook your flight ticket, new baggage must be booked and paid for, as baggage cannot be transferred to a newly issued ticket following rebooking.

Please note that it is not possible to add additional travellers to an existing flight booking.

If you have purchased a Rebookable Flight Ticket, the specific terms and conditions for that product apply. See the conditions here .

3.15. Airline-initiated Changes

Changes Made by the AirlineSembo cannot be held liable for rebookings, schedule changes, or cancellations of flights or ferries. You are responsible for checking any schedule updates prior to departure. We accept no responsibility for cancelled trips due to natural disasters, war, strikes, or other unforeseeable events. Any further claims must be directed to the airline, as we adhere to the airline’s policies.

Any request for changes or refunds will incur an administrative fee per ticket.

Cancelled or Delayed FlightsIf you are travelling to or from an EU country with an EU-based airline, you may be entitled to compensation for costs that are directly attributable to the airline in the event of flight cancellation, delay, or denied boarding.For more information, please refer to Regulation (EC) No 261/2004 of the European Parliament and of the Council.

3.16. Force Majeure

If your flight is delayed or cancelled due to an unforeseeable event, you are not entitled to compensation. Such situations are considered force majeure, and the airline cannot be held liable. Examples of unforeseeable events include air traffic control strikes, extreme weather conditions, or political unrest.

3.17. Refunds

Refunds are processed in accordance with the terms and conditions of the respective service provider. If you are entitled to a refund, it will be issued to the same payment method used at the time of booking.

All refunds are paid by the relevant service provider, and as an intermediary, we have no influence over the provider’s processing time.

As an intermediary, we will only process a refund once we have received the corresponding amount from the relevant service provider.

Please note that any additional products—such as service packages, cancellation protection, rebookable tickets, baggage, etc.—are strictly non-refundable.

3.18. Administrative Fees

Fees for Handling Refund Requests

This fee applies to any refund request submitted by you, including requests for refunds of fares, taxes, charges, and/or fees from the airline.

The fee also applies to administrative work carried out by us in the event of a cancellation initiated by the airline. EUR 60 per flight ticket

Rebooking/Changes

Applies when you request to make changes to your booking, such as a change of flight departure or a name correction. EUR 60 per flight ticket

Please note that all changes and/or refunds are subject to the terms and conditions of the airline and the fare rules of the ticket. Additional fees may be charged by the airline.

If the requested rebooking results in a more expensive ticket, or if the change causes the passenger to no longer be eligible for a promotional fare, you as the customer are responsible for paying the difference in price.

4. Hotel Conditions

4.1. Intermediation of Hotels

The agreement becomes binding for both parties once we have confirmed your booking in writing and you have paid the deposit or the full amount. However, we reserve the right for technical issues and obvious pricing errors.

We reserve the right to relocate you to an equivalent or better accommodation alternative if circumstances beyond our control require this. We will inform you of the alternative accommodation as soon as possible. If such a change significantly alters your booking, you have the right to a discount or refund.

If our costs increase after the agreement becomes binding, due to increased transport costs, taxes, or fees, we reserve the right to raise the price accordingly.

We cannot be held responsible for events such as technical issues, pricing errors, or events beyond our control (e.g., changes at hotels, closures, natural events, etc.) that occur after information has been provided.

Certain hotel descriptions are imported from third-party hotel databases and have not undergone the same rigorous quality checks as other accommodations listed as our own products. We cannot guarantee that holiday accommodations are suitable for individuals with allergies or disabilities.

4.2. Travel Documents

Travel documents will be sent via email once full payment has been received. If documents are not received, please contact us immediately.

4.3. Complaints

You must notify Sembo immediately if any issues arise. Complaints made after leaving the booked accommodation without notifying Sembo, or after leaving without informing us first, will not be accepted.

4.4. Resort Fee & Club Card

Some hotels/apartments require a “Resort Fee” or “Club Card,” payable locally. These fees, set by local accommodation providers, vary seasonally or by the number of travelers or rooms/apartments. Information about these fees, when available, is presented on our website. These charges are non-refundable.

We cannot guarantee that accommodations will be suitable for allergy sufferers or persons with disabilities.

4.5. Cancellation Terms

Cancellations must be made via your booking page. A cancellation fee may apply. A cancellation confirmation will be sent by email. If your booking consists of multiple products, the cancellation rules specific to each product apply as indicated in your booking confirmation.

If accommodation and ferry tickets are booked together, separate cancellation terms apply, as shown in your booking details. Bookings not cancelled according to stated terms are non-refundable.

Individual accommodation cancellation terms are stated clearly during the booking process; please review them carefully prior to finalizing your booking.

4.6. Changes to Accommodation Bookings

Accommodation changes, where possible, may incur an administrative fee. All requests must be made to Sembo directly.

4.7. Refunds

Refunds will be handled according to the service provider's terms. Refunds, if applicable, will be made using the original payment method. Refund processing depends on the respective provider, and Sembo cannot influence their processing times. Additional services (e.g., service packages, cancellation protection) are non-refundable. Service fees are always non-refundable.

4.8. Tourist Tax

Environmental fees and local tourist taxes apply in certain destinations. These taxes are determined by the local authorities and must be paid by you directly to the hotel reception or key collection office. Environmental fees and tourist taxes are non-refundable by us.

4.9. Sembonus

Sembonus is a reward system where you collect points for each booked and completed night at eligible accommodations. After collecting 10 stamps, you receive a "Bonus Night" based on the average nightly price of those 10 nights. The bonus night covers accommodation cost only; additional local charges must be paid separately.

Stamps are awarded only when logged into your account at the time of booking. Stamps cannot be earned by guests other than the account holder. Bonus nights can only be redeemed through the account that earned the stamps.

Bonus nights are non-refundable, and no compensation will be provided if the value of the redeemed night is lower than the maximum bonus value. Any difference in cost if the new booking exceeds the bonus night’s value must be paid by the customer.

Unused stamps expire after 12 months of inactivity. If no purchases or redemptions occur during a 12-month period, all stamps on the account will expire without compensation.

4.10. Responsibilities During Your Stay

You must comply with the rules of your accommodation and behave in a way that does not disturb other guests. Breaching these rules may lead to termination of your stay without refund.

You accept that Sembo acts only as an intermediary between you and the service provider. Sembo cannot be held liable for any services booked directly with service providers or for inaccuracies in information provided by them.

Regarding our own services, we accept responsibility only within the limits stated in these terms and within the limits of applicable law. We accept liability solely for direct damages caused by our own actions, in accordance with these terms and applicable law.

Sembo is not liable for losses or expenses caused by the failure of any third-party service provider to deliver booked services, including in cases of insolvency or other unforeseen circumstances.

Refunds due to third-party service failures will only be processed once received from the service provider."

5. Ferry Conditions

5.1. Intermediation of Ferry Tickets

After booking, a confirmation will be sent to your email. At that time, the intermediary agreement between you and Sembo takes effect. If you have not received a confirmation within one hour of booking and have not been contacted by our customer service, please contact us by phone immediately for confirmation.

As soon as your ferry tickets are issued, you will receive an email confirmation containing your ticket number. At that moment, a binding contract between you and the ferry operator comes into effect.

Ferry ticket prices and seat availability are provided directly by the ferry company. If the ferry operator makes changes beyond our control (e.g., changes in prices or availability) after the booking confirmation is sent but before the agreement with the ferry operator becomes binding, the agreement will not enter into force. In such cases, Sembo will issue a refund using the original payment method.

We may contact you to approve the new price during our regular office hours, no later than 48 hours after being notified of the price change.

You are responsible for verifying that your confirmation matches your booking details and that all passenger names match exactly the details on your passport.

5.2. Cancellation of Ferry Tickets

Ferry tickets with Stena Line

• Economy ticket type: Non-refundable
• Flexi/Premium/Campaign tickets:
  • 15 days or more before departure: 0% cancellation fee
  • 1–14 days before departure: 50% cancellation fee
  • Departure day or later: 100% cancellation fee

5.3. Changes to Ferry Tickets

Ferry tickets with Stena Line

• No fee for changing Flexi or Premium tickets
• Economy tickets: EUR 50 change fee per change
• Adding cabins, meals, or other services does not incur a change fee but a new price will apply.
• Online changes possible up to 2 hours before departure for Flexi and Premium tickets.
• Fare differences due to date/time changes may apply.

6. Intermediation of Car Rental and Transfers

6.1. Car Rental Intermediation

Rental car services are provided by Rentalcars.

All inquiries, amendments, or cancellations related to car rentals must be made directly to Rentalcars, as Sembo does not have access to these bookings.

6.2. Transfer Intermediation

Transfers such as shuttle buses and private transfers booked in conjunction with flight + hotel packages are provided by HoppaGo. You are responsible for reading and complying with the transfer provider’s specific terms, which can be found on your transfer voucher.

We reserve the right to respond within 24 hours of your booking or the next working day if your booking cannot be confirmed. In such cases, a full refund will be issued.

Infants and children are counted as full passengers on all bookings. If traveling with an infant, we recommend bringing your own child seat.

Standard luggage allowance is 1 suitcase and 1 piece of hand luggage per passenger. Extra baggage (e.g., bicycles, golf bags) must be pre-booked and an additional fee will apply.

The number of passengers shown on your confirmation is the number booked and paid for. You must print and present your voucher to the transfer provider. This voucher is proof of your booking and payment.

Changes made within 24 hours (within Europe) or 48 hours (outside Europe) will be treated as cancellations and new bookings.

Cancellation/Change of Transfers provided by Sunhotels (Webbeds)

• Within Europe: Free cancellation up to 24 hours before arrival. After this, a 100% cancellation fee applies.
• Outside Europe: Free cancellation up to 48 hours before arrival. After this, a 100% cancellation fee applies.

All cancellations must be made through Sembo’s customer support and confirmed via email by Sembo.

7. Other Information

7.1. Travel Guarantee

Sembo has provided statutory travel guarantees with Kammarkollegiet (Swedish Legal, Financial, and Administrative Services Agency) in accordance with the Swedish Travel Guarantee Act. More details are available on Kammarkollegiet’s website. Purchases of accommodation-only or transport-only services are not covered by the travel guarantee.

7.2. Data Protection

We take your personal data protection seriously. More information about how we collect, process, and use your personal data can be found in our privacy policy.

7.3. Complaints

Any complaints or claims for compensation must be submitted to Sembo no later than 60 days after your trip has ended. Complaints must be in writing. Complaints received later will not be considered. Sembo and the traveler shall first attempt to resolve any dispute through negotiation. If the dispute remains unresolved, it can be referred to the National Board for Consumer Disputes (Allm-änna Reklamationsnämnden, ARN):

Allmänna Reklamationsnämnden Kungsholmstorg 5, Stockholm Email: arn@arn.se

For intermediary services, the respective service provider is responsible for the performance of the service and any claims related to deficiencies must be directed to them.

7.4. Package Travel

If a package travel agreement has been entered into, the General Conditions for Package Travel established by the Swedish Travel Agency Association (SRF) apply in accordance with the Swedish Package Travel Act ("Paketreselagen"). A package travel agreement refers to a combination of at least two travel services (e.g., transportation, accommodation, car rental, or other tourist services). These terms are detailed in Appendix 1.