A total of around 120 of Detur's departures from twelve Swedish airports have been cancelled this year, according to the company's own figures. This represents 15 percent of the low-cost trips sold for the spring season. See the tour operator's email response to SVT's questions below.

What is the reason(s) for the cancellation of the current departures?

”"The simple answer is that there are too few bookings on these departures for it to be possible to carry them out"..."If there had been a way to carry out the trips, we would have done so, but it is with a heavy heart that we have had to make the decision to cancel certain departures."”

”Broken in clarity”

They say they were offered to rebook their trip at a later date at the regular price, or to receive vouchers – not to get their money back. Why?

”"Unfortunately, the information sent out to the affected travelers has not been clear on that point and this misunderstanding has arisen. We have to take responsibility for that and we have taken stock of the information that has been sent out"..."So we have lacked clarity and we apologize for that."”

Why aren't customers offered another alternative to the reduced price they paid, that is, according to the price agreed with you?

”"Since priority 1 has been to offer a replacement trip, other alternatives of a different type have been offered, which have resulted in a higher price for the trip. It has become unclear in the communication and it looks as if the trip has become more expensive through the offer, instead of a trip of a different type being offered."”

Responding to criticism about price gouging

A customer believes that you are ”scamming with attractive prices”, selling cheap trips that are cancelled at short notice to be replaced with another offer that is several times more expensive. What do you/they say about that?

”"The 'bargain prices' are not a scam, we have significantly more travelers who have already traveled on trips with reduced prices than those who have unfortunately been affected by canceled trips"..."Going through that process with the aim of canceling trips and trying to get rebookings for another trip with a higher price would simply not be logical or profitable."’

Welcome review

The Swedish Consumer Agency has opened a regulatory case against Detur regarding lack of communication to customers in cases where trips have been cancelled. What is your comment on that?

”"On the one hand, it is not satisfactory to have a regulatory case opened against you, but at the same time, it is good that it is done when customers and consumers do not feel that suppliers and players in whatever market are living up to expectations."”