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the European Union
European Consumer Centre (ECC) Italy Bolzano office

Consumer's Telegram March 2022

Insert of n. 22 - Editorial office: Centro Europeo Consumatori (European Consumer Centre Italy - Bolzano office)


5 Tips for a Safer Internet Experience

February 8 was Safer Internet Day: for the occasion we have published 5 tips for surfing the Internet safely. 1. Don't post information online that you don't want that potentially everyone knows about. 2. Do not reply to chat messages or comments from harassers. Block them and report them to the authorities. 3. If you are cyberbullied, don't feel guilty: it's never your fault! 4. When shopping online, check who you are entering into the purchase contract with. 5. Use secure and traceable payment methods. Get more in-depth advice on our website.


Choose Them Without the Risk of Being Scammed

When giving a gift, we sometimes act on instinct, thinking about the reaction of the lucky person who will receive it. But at the time of purchase, it's good to stop for a moment and think. If possible, avoid dropshipping sites, so as not to risk waiting for delivery times that are out of the ordinary, receiving low-quality products or having to pay customs duties that were not indicated. Also remember that if you order a personalised gift or a leisure service for a specific date, you cannot count on the 14-day right of withdrawal. Read more on our website.


Getting a Refund if Your Holiday is Cancelled

In recent years, it has not been easy to organise holidays. It seems that we are beginning to see the light at the end of the tunnel of the coronavirus, but even today it can happen that your plans are cancelled at the last minute because of Covid. Fortunately, if you are objectively unable to take advantage of your booking because of the coronavirus, you are entitled to a refund in Italy. The important thing is that the positive test result is proven by a PCR or antigen test carried out by medical personnel, and not by a 'do-it-yourself swab'. For more information, visit our website.

An Italian consumer used a shuttle bus operated by a German company to travel from her home town to an airport almost 3 hours away, from where she would catch a plane. After more than two hours, the consumer tried to use the on-board toilet, but found that it was out of order. So she asked the driver for directions to the toilet at the next stop. When she returned from the toilet as quickly as she could, the bus had already left, with her luggage on board. To reach her destination she had to take a taxi and with a bit of luck she managed to retrieve the luggage left on the bus at the airport. She then asked the German company to reimburse her for the taxi fare, but the company refused to make any payment, explaining that the driver had to keep to the timetable. The consumer asked ECC Italy for help, which forwarded the case to ECC Germany. The German colleagues contacted the company, pointing out that according to the general terms and conditions of the contract prepared by the company, an on-board toilet was available for passengers in all buses and that the damage was caused by the failure of this toilet to function. In the end, the company had second thoughts and refunded the taxi fare as a commercial gesture.