S.L. 409.19 Art. 14Possibility to contact the organiser via the retailer.

Without prejudice to the second proviso to regulation

12(1), the traveller may address messages, requests or complaints in relation to the performance of the package directly to the retailer through which it was purchased. The retailer shall forward those messages, requests or complaints to the organiser without undue delay.

For the purpose of compliance with time-limits or limitation periods, receipt of the messages, requests or complaints referred to in the previous paragraph by the retailer shall be considered as receipt by the organiser.