General Terms & Conditions

The terms and conditions below govern the contractual relationship between the tour operator Travel Sense A/S and the customer (hereinafter the Customer), who purchases a package tour. The agreement is entered into and carried out in accordance with the Package Travel Act (Danish Act no. 1666 of 26/12/2017 on package travel and linked travel arrangements).

These general terms and conditions, together with the other information on www.travelsense.dk, submitted offers, travel itinerary and other travel documents, constitute the contractual basis between the Customer and Travel Sense A/S.

1. Conclusion of the Agreement

1.1. Formation of the Agreement

An agreement on the purchase of a trip between the Customer and Travel Sense A/S is concluded and binding on both parties when a confirmed offer is accepted by the Customer. The offer is accepted by the Customer when the Customer either verbally or in writing notifies Travel Sense A/S that the Customer wishes to book the trip. This also applies to group trips. For group trips, a contract may in some cases be drawn up; if this is the case, the agreement becomes binding upon signature of this contract.

These “General Terms & Conditions” also apply to group trips unless otherwise agreed in a separate contract.

A confirmed offer means that Travel Sense A/S has confirmed that all accommodations, transport, event tickets, etc. can be provided as stated in the offer, proposal and travel itinerary. By accepting the offer, the Customer simultaneously confirms having accepted these and/or the other stated terms and conditions of the trip. If, contrary to expectations, Travel Sense A/S is immediately after the Customer’s acceptance prevented from delivering the trip/event in question due to lack of availability, Travel Sense A/S reserves the right to cancel the purchase. This must be communicated to the Customer immediately after acceptance of the offer and no later than 24 hours thereafter.

The Customer must verbally or in writing accept the confirmed offer within the deadline stated in the offer. If the Customer does not accept the offer within this deadline, Travel Sense A/S is no longer bound by the offer.

After conclusion of the agreement, Travel Sense A/S sends a confirmation and invoice for the trip to the email address provided by the Customer.

It is a prerequisite that the travel services which collectively constitute a package tour are purchased at the same time.

1.2 COVID-19

It is the Customer’s responsibility to comply with the applicable entry rules and vaccination requirements at the destination.

If Travel Sense A/S can provide various travel services, such as flight, hotel and sports ticket, this does not constitute a package travel liability on the part of Travel Sense A/S; instead, it is the Customer’s own personal circumstances that apply.

Examples of package travel liability:

• Entry ban at the destination
• The Ministry of Foreign Affairs advises against travel (orange/red)
• Cancellation of a football match
• No spectators allowed in the stadium

Examples of the Customer’s own personal circumstances where Travel Sense A/S has no package travel liability. In these cases we refer to the Customer’s own cancellation or travel insurance:

• Local (national) restrictions including requirements for testing and isolation where there is no total entry ban at the destination
• Lack of vaccination or test
• Infection with Corona before departure
• Close contact with an infected person before departure

1.3 Travel Documents

After the agreement has been concluded, Travel Sense A/S sends, without undue delay, a confirmed travel itinerary and invoice to the Customer.

Sending of travel documents as well as other correspondence between the Customer and Travel Sense A/S, including – but not limited to – changes to the package tour, takes place to the postal address, email address or other contact details used by the Customer in connection with entering into the agreement.

The Customer is also obliged to provide the contact details necessary for Travel Sense A/S to be able to contact the Customer before and during the trip.

If the Customer does not receive the travel documents within 3 days after confirmation of the offer, the Customer must immediately contact Travel Sense A/S. If the Customer has provided an email address, the Customer must first check the spam filter.

Upon receipt, the Customer is obliged to review the submitted travel documents and “practical information” (see section 4.3.). The Customer must immediately react to Travel Sense A/S if the information is not in accordance with what has been agreed.

1.4 Personal Data Policy

In order for a customer to enter into an agreement with Travel Sense A/S, it is necessary to collect the following information:

Name

Address

Telephone number

Email address

We register these personal data with the purpose of being able to deliver the product to you.

The personal data are registered with Travel Sense A/S and stored for 5 years, after which the information is deleted. When personal data are collected via the Travel Sense A/S website, it is ensured that this always takes place with the Customer’s explicit consent, so that the Customer is informed about exactly what information is being collected and why.

Employees at Travel Sense A/S have access to the information registered about the Customer.

Travel Sense A/S does not store or transmit customer information in encrypted form. Information provided to Travel Sense A/S is in no way passed on or sold to third parties, and Travel Sense A/S does not register any sensitive personal information.

As a registered customer with Travel Sense A/S, the Customer always has the right to object to the registration. Pursuant to the Danish Data Protection Act, the Customer also has the right to access which information has been registered about the Customer. Enquiries in this regard should be made to Travel Sense A/S by email to christian@travelsense.dk

2. Price and Payment

2.1 Price

The price of the trip is a so-called “total price”, which means that the price includes all mandatory taxes, duties, as well as all additional charges, costs and possible supplements related to the services that the Customer has purchased from Travel Sense A/S.

At the destination, local charges (e.g. city tax) and fees may be collected, which cannot be collected when entering into the agreement, as these payments relate directly to local regulations or the consumption of extra services beyond what is stated in the agreement.

The total price of the trip appears from the Customer’s invoice. If changes are made to the specific trip or to its conditions as a result of circumstances attributable to the Customer, this may result in a change of price and additional payment may be charged.

2.2 Payment

If the Customer does not fulfil their part of the agreement in relation to payment, Travel Sense A/S is entitled to cancel the agreement. In such cases, Travel Sense A/S is entitled to payment of the amount that the Customer would lose in accordance with the rules in section 7.2, if the Customer had chosen to cancel the trip on the date of the missing payment.

2.3 Deposit

In some cases, a deposit of minimum 30% is payable upon acceptance of the offer, unless otherwise stated on the invoice. Any cancellation insurance must be paid together with the deposit. If the agreement is concluded less than 90 days before departure, the full price of the trip is payable upon acceptance of the offer.

2.4 Final Payment

The balance for the trip must be paid no later than 90 days before the departure date, unless otherwise stated on the invoice.

Thereafter, tickets and other travel documents will be sent no later than 7 days before the departure date. If the Customer does not receive the travel documents no later than 7 days before departure, the Customer must immediately contact Travel Sense A/S. The Customer must first check the spam filter on the email address provided.

Note:

According to Danish law, Travel Sense A/S may not receive cash payments exceeding DKK 14,999. If the price of the trip exceeds this amount, it is possible to pay DKK 14,999 in cash and the remainder by bank transfer or credit card. Gift vouchers purchased in cash are treated as a cash payment.

Travel Sense A/S accepts gift vouchers and cash between 08:30 and 16:00 on all weekdays or by further appointment with your travel advisor.

3. Cancellation and Travel Insurance

Before conclusion of the agreement, Travel Sense A/S provides the Customer with information about the option or obligation to take out insurance covering the Customer’s expenses in the event of termination of the agreement (cancellation insurance) or the expenses for repatriation etc. in the event of accident, illness or death (travel insurance) as well as the terms and conditions for such insurance.

If the Customer wishes to take out cancellation insurance or travel insurance via Travel Sense A/S, the Customer must inform Travel Sense A/S of this before the agreement is finally concluded. Cancellation insurance typically costs 6% of the price of the trip.

4. The Traveller’s General Obligations

4.1 Passport, Visa and Health Formalities (incl. Vaccinations)

The Customer must be in possession of a valid passport with at least 6 months’ validity remaining at the end of the trip, as well as the documents necessary for completing the trip, including visas and proof of required vaccinations. Even though Denmark is part of the Schengen cooperation, all travellers must always bring a valid passport. For the passport to be valid, all pages must be legible and there must be space available for new stamps.

When entering into the agreement, Travel Sense A/S provides information to the Customer about passport and visa requirements. The Customer should be aware that processing times for visa applications vary from country to country and is encouraged always to apply for visas well in advance of departure. Travel Sense A/S also provides information on any health-related formalities in the form of vaccination requirements or similar as well as other documents and matters that are necessary for completing the trip. For some countries, special rules apply to entry and exit. If this is the case, it will appear from the agreement.

Travel Sense A/S’ information on passport and visa requirements is based on the rules for Danish citizens. If the Customer does not hold a Danish passport, or has dual citizenship, the Customer must inform Travel Sense A/S in order to receive correct advice and guidance, including referral to the relevant authorities. See in this connection www.um.dk and www.ssi.dk.

Customers bringing medicine containing controlled substances are themselves responsible for documenting the need for this. Please contact your own doctor to prepare the necessary documentation.

If participants on the Customer’s trip are minors without the company of their own parents/legal guardian, the Customer must contact the embassy/consulate of the destination country. The Customer must also be aware that special rules apply if the Customer’s children travel only with one of their parents. Further information about the rules for travelling with children can be found on this website: https://um.dk/da/rejse-og-ophold/rejse-til-udlandet/boern-unge-paa-rejse/

Read about the new visa rules for travel to England from 2 April 2025 HERE (https://www.travelsense.dk/rejser/visumregler-uk-71)

The British authorities recommend that you apply via their app, UK ETA. If you are not able to use the app, you can apply online: HERE (How to apply - Apply for an ETA to come to the UK - GOV.UK)

The Customer is also welcome to contact Travel Sense A/S for further information on these rules.

4.2 Persons with Reduced Mobility

It will appear from Travel Sense A/S’ marketing material whether the trip is generally suitable for persons with reduced mobility. Before concluding the agreement, the Customer may also request that Travel Sense A/S provide specific information about the suitability of the trip in relation to the Customer or their fellow travellers’ needs. It is a precondition for such a request that the Customer provides Travel Sense A/S with all necessary and relevant information regarding the Customer’s needs.

4.3 Names on Travel Documents

The Customer is responsible for ensuring that the names on the Customer’s travel documents and bookings are identical to the full names appearing in the travellers’ passports. If the Customer becomes aware of discrepancies between travel documents and passports, the Customer must immediately inform Travel Sense A/S, which will attempt to correct the error. If the discrepancy is due to circumstances attributable to the Customer, the costs associated with such correction must be borne by the Customer. If changes are not possible, the Customer cannot hold Travel Sense A/S liable.

4.4 Timely Arrival

In cases where the Customer cannot arrive on time for the booked travel service, the Customer must contact the relevant provider and inform them of the later arrival. If the Customer does not achieve a satisfactory solution with the provider, the Customer must contact Travel Sense A/S. If the Customer fails to contact either the provider and/or Travel Sense A/S, the reservation will be cancelled by the provider and the Customer will not be able to make use of the reservation or receive a refund of the payment made.

If flight tickets are part of the package tour, they must be used in the correct order. If the Customer does not use the flight tickets in the correct order, the airline will cancel the remaining flight segments. The Customer therefore cannot use only parts of a flight journey. For example, the Customer cannot only use the return flight.

The Customer must complete any check-in in accordance with the latest check-in times and places indicated in the travel itinerary or by other clear instructions for both outbound and return flights. The Customer is responsible for alerting staff in the check-in queue if it becomes clear that the Customer may not be able to complete check-in within the stated deadline.

The Customer must stay informed about the return travel times by, in good time before returning, checking whether any changes have been made or announced to the return time stated in the travel documents. This can be done on the airlines’ websites.

The Customer must continuously stay informed about departure locations and times for the included means of transport. This may, for example, be done by checking information screens immediately upon arrival at an airport and contacting airport staff if in doubt as to which terminals or gates the flight departs from. Changes of terminals and gates occur frequently and are beyond the control of Travel Sense A/S. In such situations, the Customer cannot make any claims against Travel Sense A/S.

4.5 Rules of Conduct

The Customer must comply with the rules of conduct that apply to all subcontractors involved in the package tour such as hotels, airports, means of transport, stadiums, etc.

The Customer must behave in such a manner that fellow travellers do not feel disturbed. In serious or repeated cases, inappropriate behaviour may result in the Customer being excluded from further participation in the trip by Travel Sense A/S or its representatives. In such cases, the Customer is responsible for arranging and paying for their own return journey and any resulting expenses. In the event of exclusion, the Customer is not entitled to any refund of the price of the package tour.

Travel Sense A/S is not liable in relation to the exercise of public authority; including – but not limited to – police intervention/actions towards the Customer in connection with the Customer’s inappropriate behaviour. In such situations, the Customer is personally responsible for any expenses incurred, and the Customer cannot make any claims against Travel Sense A/S and is not entitled to reimbursement of the price of the package tour.

4.6 Non-compliance

If the Customer does not comply with the requirements concerning passport, visa, health formalities, provision and review of correct names on the travel documents, rules on timely arrival, as well as rules of conduct, the Customer cannot make any claims against Travel Sense A/S, the intermediary or the subcontractor of the package tour for the consequences, defects, inconveniences or losses resulting from the Customer’s failure to comply with these general obligations.

5. Changes to the Agreement

5.1 Transfer of the Package Tour

The Customer may transfer the trip to another person subject to a surcharge equivalent to the actual costs of the transfer. Notice of transfer must be given in writing and on a durable medium to Travel Sense A/S no later than 7 days before commencement of the trip. Notice after this time means that the Customer loses the right to transfer the package tour.

Transfer can only take place if the person to whom the package tour is transferred fulfils the conditions and requirements for completing the trip as stated by Travel Sense A/S when entering into the agreement, including passport, visa and health requirements.

The right to transfer the package tour may be wholly or partially restricted by Travel Sense A/S if the transfer is not possible due to the conditions of the subcontractor. Limitations of the right of transfer will always be clearly stated in the Customer’s travel documents. In this connection, the Customer’s attention is drawn to the fact that the vast majority of flight tickets included in package tours cannot be changed or refunded once they have been booked (“non-refundable” tickets). When purchasing sports and event tickets, it is in some cases also not possible to transfer the tickets as they are personal. The rules of the sports and event provider always apply.

It will appear from the Customer’s travel documents if the flight ticket or other travel services cannot be changed or refunded. If the package tour includes such travel services, the price of the services subject to these restrictions will be lost if the trip is changed after booking.

The transferor of the package tour and the person to whom the package tour is transferred are jointly and severally liable for payment of any outstanding amounts and costs incurred as a result of the transfer.

5.2 Price Changes

After conclusion of the agreement, Travel Sense A/S cannot make changes to the agreed price of the package tour.

Travel Sense A/S is obliged to inform the Customer if there will be local adjustments or increases in taxes, duties or fees that the Customer must settle locally.

The calculation of these changes is made according to the examples below:

When invoicing, Travel Sense A/S secures the exchange rate for all sold trips so that the Customer will not be exposed to an additional price in the event of an increase in exchange rates. This also means that the Customer cannot demand a price reduction if the current exchange rate should fall.

If part of the price of the package tour is settled in a currency other than DKK, this amount or its share of the total price will appear on the invoice.

5.3 Customer’s Changes to the Package Tour

If the Customer wishes to make changes to the package tour, the Customer must contact Travel Sense A/S as soon as possible. If it is possible for Travel Sense A/S to change the package tour, the Customer must cover the additional costs incurred as a result of these changes. It is considered a change, for example, if dates are changed, if the number of participants is adjusted, if the travel route is changed, or if changes to accommodation are desired.

Travel Sense A/S is not obliged to make changes to the package tour.

A package tour that includes a sports or event ticket cannot be changed or refunded. This means that if a trip has been purchased and confirmed where, for example, a football ticket is included, this trip CANNOT be changed.

Changes to flight tickets are subject to a fee which may vary depending on the airline used and the ticket type purchased. Changes to hotel stays may in some cases be made without fees.

If the Customer wishes to make changes that Travel Sense A/S cannot fulfil within the existing agreement, the change – if the Customer insists on changing the package tour – will be considered a cancellation of the package tour, cf. section 7.2, and a new booking.

5.4 Travel Sense A/S’ Changes to the Package Tour before Departure

5.4.1 Minor Changes

Before commencement of the package tour, Travel Sense A/S is entitled, without liability and without the Customer’s consent, to make minor changes to the package tour. The Customer is obliged to accept such changes if Travel Sense A/S clearly and explicitly informs the Customer of the changes in question before commencement of the package tour and without undue delay.

5.4.2 Change of Event Date

When purchasing a package tour that includes a sports or event ticket, the trip applies to the specific event. If the date of the event is changed, the entire trip will be changed accordingly, so that the Customer still has the opportunity to attend the event in question. The package tour thus applies to the particular event and not a specific date. There are, however, exceptions – particularly for football matches – where a change of the match date entitles the Customer to a refund of the trip if the Customer wishes. Read more here: https://www.travelsense.dk/rejser/FAQ-1 Travel Sense A/S is not responsible for any costs and changes to flight tickets that have not been purchased via Travel Sense A/S.

5.4.3 Other Changes

If, before commencement of the package tour, Travel Sense A/S either:

· makes significant changes to the package tour,
· or cannot provide specific services that the Customer has requested and which Travel Sense A/S has accepted to deliver,
· or increases the price of the trip by more than 8%,

The Customer has the following rights:
· The Customer may terminate the agreement and receive a refund of the amounts paid for the trip,
· or the Customer may participate in a substitute trip if offered by Travel Sense A/S.

Travel Sense A/S is obliged, without undue delay, to contact the Customer and inform them of the significant changes and any impact these changes may have on the price of the package tour.

In its correspondence, Travel Sense A/S will set a reasonable deadline by which the Customer must inform Travel Sense A/S of their decision and will also inform the Customer that failure to respond within this deadline will be considered acceptance of the changes covered by section 5.4.2.

In some situations, the Customer may be entitled to compensation if the Customer has suffered a financial loss as a result of the abovementioned significant changes, unless the cause is due to unavoidable and extraordinary circumstances.

6. Purchase of Flight Ticket Only

When the Customer purchases only a flight ticket, the Customer is not covered by the Package Travel Act. The Customer must therefore carefully read the offer and any accompanying documents, as these determine the content of the agreement. When booking flight tickets, the price is stated in the submitted offer. The price is valid for 24 hours, which means that the offer must be accepted and paid within 24 hours for Travel Sense A/S to honour the price. If the ticket is not paid on the same day, the price must be updated by Travel Sense A/S before the traveller can make use of the offer.

NOTE that Travel Sense A/S sells flight tickets on behalf of the airline (including charter airlines), and that Travel Sense A/S is therefore not the Customer’s contractual partner, but only an intermediary. The airline is the Customer’s contractual partner and provider of the trip. The airline is responsible for fulfilment of the agreement. This means that all claims and complaints regarding the trip must be directed to the airline, e.g. in case of delays, cancellations, bankruptcy, baggage issues, etc. That is, the airline’s general conditions govern the contractual relationship between the Customer and the airline. The Customer can find the applicable conditions at any time on the airline’s website. For charter airlines, other standard terms apply via the flight broker. Travel Sense A/S primarily uses AirContact as flight broker unless otherwise stated (click here to see the conditions for charter flights). The above terms are accepted by the Customer in connection with the first payment, which is either a deposit or final payment.

In the event that the Customer’s airline goes bankrupt (and the ticket is a return ticket to Denmark), the above means that the Customer may claim from the Danish Travel Guarantee Fund, which must ensure that the Customer can return home from a journey already commenced. If there are funds remaining in the Travel Guarantee Fund, the Customer may also apply for a refund of a ticket that cannot be used due to the bankruptcy.

If agreement on a claim in connection with purchase of a single service (flight ticket or e.g. hotel stay) cannot be reached following a complaint to Travel Sense A/S or the intermediary, the Customer may submit a complaint to the Centre for Complaint Resolution and the Consumer Complaints Board. The Customer can proceed with their complaint via Nævnenes Hus.

7. Termination of the Agreement

7.1 Right of Withdrawal

There is no right of withdrawal for the purchase of a package tour, pursuant to section 18(2)(1) and section 7(2)(5) of the Danish Consumer Contracts Act, which excludes passenger transport from the scope of the Consumer Contracts Act.

7.2 Cancellation of the Package Tour

7.2.1 Normal Cancellation Terms

In case of cancellation no later than 90 days before the departure date, Travel Sense A/S will refund the amount already paid by the Customer, less a fee equivalent to the deposit paid.

In case of cancellation later than 90 days before departure, Travel Sense A/S is entitled to charge the full price of the trip as a cancellation fee.

A package tour that includes a sports or event ticket cannot be refunded. This means that if a trip has been purchased and confirmed where, for example, a football ticket is included, this trip CANNOT be cancelled or refunded.

If a package arrangement, hotel reservation, event, flight ticket or other service is subject to stricter cancellation conditions than those stated above, these will apply and will be stated on the invoice.

Other cancellation conditions may apply to group trips.

7.2.2 Cancellation in Case of Acts of War etc. (Force Majeure)

The Customer may cancel a package tour without paying a fee before commencement of the package tour if unavoidable and extraordinary circumstances occur at or in the immediate vicinity of the destination, which significantly affect the delivery of the package tour or the transport of passengers to the destination.

For the Customer to cancel without paying a fee, the unavoidable and extraordinary circumstances in question must make it impossible to travel safely to the destination on an objective assessment; for example, on the basis of guidance or statements from the Ministry of Foreign Affairs, health authorities, etc. See www.um.dk and www.ssi.dk.

In case of fee-free cancellation, the Customer is entitled to a full refund of the price of the trip, but is not entitled to additional compensation from Travel Sense A/S.

The right to fee-free cancellation does not apply if the Customer knew or ought to have known about the event in question when entering into the agreement, or if the event was otherwise generally known. Note that the “Package Travel Guarantee” is an exception applicable to trips sold from 24 June 2020 onwards with departure from 1 January 2021. See section 5.4.3.

If the Customer cannot cancel without a fee under the above, the standard cancellation rules apply, cf. section 7.2.

7.2.3 Time of Refund and Calculation of Cancellation Fee

Refunds of amounts under sections 7.2.1 and 7.2.2 must be made no later than 14 days after the Customer’s cancellation of the package tour, which is also the latest time by which calculation of the fee for individual cancellations must be made, taking into account the possibility of reselling the cancelled travel services.

7.3 Termination by Travel Sense A/S

7.3.1 Termination Due to Insufficient Participation

If implementation of the trip is contingent on a certain minimum number of participants, this will appear from Travel Sense A/S’ marketing material or elsewhere in the contractual basis. It will also be stated how many participants must be registered at a minimum, or a minimum occupancy rate, before the trip is carried out, as well as how long before departure this minimum must be achieved.

If the required minimum number of participants is not obtained within the indicated time limit, Travel Sense A/S may terminate the agreement on the package tour without liability. Travel Sense A/S informs the Customer of termination of the agreement within the deadline stated in the agreement, but no later than:

20 days before commencement of the package tour if the trip lasts more than 6 days,

7 days before commencement of the package tour if the trip lasts between 2 and 6 days, or

48 hours before commencement of the package tour if the trip lasts less than 2 days.

7.3.2 Termination Due to Unavoidable and Extraordinary Circumstances

Travel Sense A/S may also terminate the agreement on a package tour without liability if Travel Sense A/S is prevented from fulfilling the agreement due to unavoidable and extraordinary circumstances. In such cases, Travel Sense A/S must inform the Customer of the termination of the agreement without undue delay and before commencement of the package tour.

In the above termination situations, the Customer will receive a refund of amounts paid for the trip no later than 14 days after termination. The Customer will not be entitled to additional compensation.

8. Other Conditions for Package Tours Including Sports and Event Tickets

8.1 Booking of Flight Tickets for Sports Trips

Most package tours offered on www.travelsense.dk consist of hotel accommodation and an event ticket – i.e. no flight ticket. In most cases, however, it is possible to add flight tickets to the package tour. Travel Sense A/S charges a fee of either DKK 350 or DKK 500 for handling and issuing flight tickets. The fee covers administration and the risk associated with booking flight tickets. When flight tickets are purchased as part of a package tour, Travel Sense A/S is responsible for ensuring that the Customer arrives at the destination in time for the event in question. Travel Sense A/S is therefore obliged to handle necessary changes to flights. The fee is DKK 350 for flight tickets costing less than DKK 2,000 and DKK 500 for flight tickets costing more than DKK 2,000. If the Customer purchases their own flight tickets, the Customer is personally responsible for handling any changes. If the Customer wishes to purchase flight tickets independently, Travel Sense A/S always recommends booking directly on the airline’s own website.

8.2 Ticket Security

Every year Travel Sense A/S has more than 5,000 guests attending various sports events, and all guests will receive their valid tickets. Should it happen that the sports or event ticket cannot be delivered, the entire trip will be refunded. Travel Sense A/S must always be contacted during the trip itself if, contrary to expectations, problems arise in connection with ticket delivery. If Travel Sense A/S is not contacted during the trip, subsequent claims for refunds cannot be made. Travel Sense A/S guarantees as a minimum tickets in pairs, so that no one sits alone. Read more here: https://www.travelsense.dk/rejser/FAQ-1. Other rules apply in Spain and France. Read more here: https://www.travelsense.dk/rejser/fodboldpladser-i-spanien-36

8.3 Updating of Websites

Travel Sense A/S continuously updates travel offers on www.travelsense.dk and on Facebook. Changes may occur at short notice. The latest version of the relevant website is therefore always the one that applies. Travel Sense A/S accepts no liability if the Customer has saved an earlier version on their own computer or has failed to refresh/update the website.

9. Defects and Complaints

If a defect is discovered after commencement of the trip, during the journey or at the destination, the Customer must immediately, after having discovered the defect, complain to Travel Sense A/S, its representative at the destination, or the subcontractor to whom the defect relates.

If Travel Sense A/S or the subcontractor cannot or will not remedy the defect, or if, in the Customer’s opinion, the remedy is not satisfactory, the Customer must immediately complain directly to Travel Sense A/S.

If a local remedy of a defect/shortcoming results in an extra payment, Travel Sense A/S will often cover this cost, but this requires that we are first informed of the problem and subsequently accept the extra expense.

The Customer must ensure that the complaint is recorded in writing by Travel Sense A/S’ employees and/or subcontractors on site. The Customer should also ensure that a receipt for the complaint is obtained.

If the Customer fails to complain as described above, this may affect the Customer’s right to subsequently invoke the defect and obtain compensation for it.

10. Limitations of Travel Sense A/S’ Liability for Damages

Under the Warsaw and Montreal Conventions, EU Regulations 889/2002 and 261/2004 and the Danish Aviation Act, airlines have direct responsibility for correct performance of the transport.

Travel Sense A/S limits its liability to the applicable limits under the Warsaw and Montreal Conventions (air transport), the Athens Convention, EU Regulation 392/2009 (sea transport), the COTIF Convention and EU Regulation 1371/2007 (rail transport). Travel Sense A/S’ liability for damages can therefore not exceed the amount that applies to the carriers who have direct responsibility for the transport.

Any compensation is calculated in SDR (Special Drawing Rights). The applicable SDR rate (XDR) can be found at www.nationalbanken.dk.

· Under the Warsaw and Montreal Conventions, the limits on maximum compensation are set at:

· In case of death or injury of passengers: 113,100 SDR – if the airline can prove that it has not acted negligently or incorrectly, or if the incident is due to a third party’s negligent or incorrect behaviour

· For damage caused by delay in passenger transport: 4,694 SDR

· For destruction, loss, damage or delay of baggage: 1,131 SDR

· The limits on maximum compensation under the Athens Convention and EU Regulation 392/2009 are set at:

· In case of death or injury of passengers: from 250,000 SDR to 400,000 SDR – depending on the cause of the injury and the carrier’s level of fault

· For destruction, loss or damage of hand luggage: 2,250 SDR

· For destruction, loss or damage of vehicles, including luggage in or on the vehicle: 12,700 SDR – the carrier is only liable for damage caused by its own fault

· For destruction, loss or damage of luggage other than hand luggage and vehicles: 3,375 SDR

So-called “valuables” are not compensated under these rules.

The limits on maximum compensation under the COTIF Convention and EU Regulation 1371/2007 are set at:

· In case of death or injury of passengers: 175,000 SDR

· In case of loss of or damage to items: 1,400 SDR

· In case of complete or partial loss of a vehicle: 8,000 SDR

· In case of damage to items left in the vehicle: 1,400 SDR – the carrier is only liable for damage caused by its own fault

If the carrier’s liability is not limited in other EU legislation or international conventions, Travel Sense A/S limits its liability to three times the total price of the package tour.

11. Submission of Claims after Completion of the Trip

Claims for compensation and/or proportional reduction of the price of the trip – as a result of defects that have been correctly complained about and which have not been remedied by Travel Sense A/S – must be submitted to Travel Sense A/S within a reasonable time after completion of the trip; otherwise, the Customer loses the right to make a claim against Travel Sense A/S.

After returning home, the traveller may submit a complaint to Travel Sense A/S at info@travelsense.dk

12. Right of Set-off in Case of Payment of Compensation and/or Damages

When submitting a complaint to Travel Sense A/S, the Customer must inform Travel Sense A/S whether the Customer has also requested compensation or damages from the carrier on the basis of EU regulations on passenger rights and liability for passenger transport and under the international conventions that also regulate this matter.

If the traveller has received compensation and/or damages from the carrier, Travel Sense A/S has, under the Package Travel Act, the right to set off this compensation and/or damages.

13. Jurisdiction and Applicable Law

If agreement on a compensation claim and/or amount etc. cannot be reached through a complaint to Travel Sense A/S or the intermediary, the Customer may submit a complaint for review by the Package Travel Complaints Board. The Package Travel Complaints Board’s website is www.pakkerejseankenaevnet.dk

All disputes and disagreements arising out of or in connection with the formation and/or performance of a given agreement which cannot be resolved between the parties alone or by the Package Travel Complaints Board, must, if the parties wish to pursue the case, be brought before the Danish national courts for final decision and will be governed by Danish law, unless otherwise follows from Regulation (EU) no. 1215/2012 and the Rome Convention of 1980.

Travel Sense is of course a member of the Danish Travel Guarantee Fund (no. 1504).

14. Rules on the Import of Plants and Plant Products on International Journeys

As a responsible tour operator, we wish to draw our customers’ attention to the rules on the import of plants, fruit, seeds and other plant products into Denmark from countries outside the EU. These rules form part of the Plant Health Regulation, which came into force on 14 December 2019 and are intended to protect our nature and agriculture from serious diseases and pests.

It is not permitted to import plants, seeds, fruit and other plant products from countries outside the EU without an official phytosanitary certificate. This applies to goods carried in luggage or as part of personal belongings. Violations of these rules can lead to sanctions and, in the worst case, a fine.

We recommend that all travellers familiarise themselves with these rules before departure. Further information can be found on the Danish Agricultural Agency’s website.