1.The organiser shall ensure that it is easily contactable through the contact points indicated in accordance with Article 7(2), point (d), and able to respond efficiently to queries from, or on behalf of, travellers, and in particular those in relation to the provision of assistance under Article 16, where a traveller is in difficulty, or in relation to any lack of conformity occurring during the performance of the package and the related remedies provided for in Article 13.
2.The organiser shall also have in place arrangements for the effective handling of types of complaints other than those referred to in paragraph 1.
The organiser shall acknowledge receipt of such complaints, on a durable medium, within seven days from their receipt and shall provide a reasoned reply to the traveller, on a durable medium, within 60 days after the date of the complaint.
Member States may provide for shorter periods than those referred to in the second subparagraph of this paragraph.
3.Unless the organiser fully accepts the traveller’s complaint, the organiser shall inform the traveller, in the reasoned reply, of any ADR mechanisms pursuant to Directive 2013/11/EU available to the traveller in the matter at issue.