medium, about the right to a refund within 14 days and the right not to accept the voucher, and: • its value and validity; • that it is protected in the event of insolvency; • the possibility of partial use; • the free transfer of the voucher; • the automatic refund of the unused balance at the end of its validity. Once accepted by the traveller, the voucher must be issued on a durable medium and include all of this information. The maximum validity is 12 months, which may be extended by agreement for a further 12 months. While the voucher is valid, the right to a refund is suspended. If the voucher is not fully used by the expiry date, any remaining balance will be automatically refunded within 14 days. The voucher may be transferred once, free of charge, to another person, provided the organiser is informed. IX. HANDLING COMPLAINTS The new Article 16a regulates how package organisers handle complaints. The organiser must be easily contactable and respond effectively to travellers’ questions, requests for assistance in case of difficulties during the trip, and complaints about non-conformities in the execution of the package, along with their respective solutions. There must be an effective system for handling complaints. The organiser is obliged to acknowledge receipt of the complaint in a durable medium within seven days. Respond with reasoned justification within a maximum of 60 days, or less if national legislation so determines, in one of the few cases in which the directive allows for more favourable treatment in accordance with Article 4. If the complaint is not fully accepted, the organiser must inform the traveller about the available alternative dispute resolution (ADR) mechanisms. X. PROTECTION IN CASE OF INSOLVENCY One of the cornerstones of the European regulations on package travel from 1990 (PTD) and 2015 (NPTD) is the protection of travellers in the event of the organiser’s insolvency, ensuring the reimbursement of amounts paid for trips 19 THE REVISION OF THE NEW PACKAGE TRAVEL DIRECTIVE
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