New Rules on Tour Operator and Agent Liability Starting 2027

What changed in the legislation

The new bill, which takes effect on 1 March 2027, codifies existing court practice and makes the split of liability between tour operators and travel agents unmistakable. Now a tourist will know exactly who to turn to when something goes wrong, and the business side gets a clearer framework for its activities.

Responsibilities of the tour operator

The operator remains the primary guarantor of the tour product’s quality. Its duties include:

• providing complete and accurate information about the itinerary, accommodation conditions, included services and any other trip details;
• ensuring that the services delivered match the advertised terms – no hidden changes to the programme, timely provision of promised amenities;
• excluding from the tour any services that have not passed classification: hotels not listed in the official register of classified accommodation, as well as guides, translators and instructors absent from the federal registries. If the operator breaches any of these points, it bears direct legal responsibility toward the tourist.

Responsibilities of the travel agent

Unlike the operator, the travel agent is responsible for the financial and informational side of the deal. Its tasks are:

• transferring the client’s payment to the operator’s account without delay;
• coordinating the trip conditions with the operator according to the tourist’s request and informing the client about every detail of the contract;
• supplying reliable information about the tour, including any changes that may arise. The law protects a diligent agent: if the operator fails to provide full information, the agent will not be held liable for losses caused by that omission. Claims about the quality of services that are not part of the tour product must be submitted in writing within 20 days after the contract ends, and the operator has 10 days to consider them.

How this looks for the traveler

For the vacationer the changes mean a simpler navigation through disputes. Problems with a hotel, meals or excursions are directed to the tour operator. Questions about payment, incorrect contract details or delays in fund transfers fall on the agent.

What to check before buying a tour

1. Presence in official registers – make sure the hotel listed in the programme is included in the state register of classified accommodation. The same goes for guides and instructors.
2. Proof of payment – ask the agent for a copy of the payment order or a bank statement showing the transfer to the operator.
3. Confirmation of conditions – request a written document that lists every included service and the procedure for any changes.
4. Claim deadlines – remember that you have 20 days to lodge complaints about non‑tour services, and the operator gets 10 days to review them.
5. Contact details of both parties – keep the phone numbers and email addresses of the agent and the operator handy so you can reach the right person quickly.

Practical tips for agents

• Keep clear accounts: record every amount received from a client and the date it was sent to the operator.
• Save correspondence: any client request and the operator’s reply should be documented, providing evidence if a dispute arises.
• Check the registers: before adding a hotel or guide to a tour, verify that they are officially registered.
• Inform without delay: any programme change, even a minor one, must be communicated to the client in writing.

What will change for tour operators

Operators will have to scrutinise partners more carefully, removing non‑classified entities from their programmes. They will also bear full responsibility for any mismatch between advertised and actual conditions, which raises the overall quality control.

Bottom line

The new law streamlines the compensation process by making liability borders transparent. For tourists it means fewer guesses about where to send a complaint; for businesses it means a clear set of rules. The key is to keep solid documentary proof of every financial and informational transaction and to verify that partners appear in the official registers. This approach helps avoid conflicts and makes travel more predictable.

Based on materials from: trn-news.ru.