Решение остаётся за туристом

Решение остаётся за туристом

Пандемия сказалась на отпускных планах многих россиян. Не стала исключением и жительница Выборга Алёна (имя условное), которая планировала в конце марта этого года вместе с подругой улететь отдыхать во Вьетнам, где, кстати, хотела отметить свой день рождения. Цена недельного тура составила 100 000 рублей на двоих.

Когда ковид-19 закрыл границы, выборжанка немедленно обратилась к туроператору, который сообщил, что деньги находятся на депозите, а в тур клиентка сможет отправиться через год, когда границы, очевидно, снова откроют.

Такое предложение не устроило Алёну. Когда жизнь вернётся в нормальное русло, что будет с работой, неизвестно, потому деньги могут понадобиться в любое время. Однако туроператор, сославшись всё на ту же пандемию, отказал в возврате стоимости тура. Женщине пришлось обратиться в суд.

— В суде мы доказали, что в связи с пандемией именно туроператор был обязан предложить либо разместить деньги на депозите и оговорить с клиенткой перенос тура, либо, согласно её желанию, вернуть деньги. В любом случае, все свои действия туроператор был обязан согласовать с туристом. Это требование федерального закона «О защите прав потребителей».

В судебном заседании ответчик, конечно, сослался на пандемию, на независящие от них обстоятельства. Мы это прекрасно понимали, потому и не требовали неустойки за пользование денежными средствами, — рассказывает адвокат Наталья Катанович.

Но при этом суд взыскал и моральный вред за невозврат стоимости путёвки, и вынес штраф. Так как туроператор был признан организацией, пострадавшей от пандемии, судебный штраф составил лишь 20 процентов от стоимости тура. Хотя можно было и 50 процентов.

Всего взыскано 170 000 рублей – стоимость путёвки плюс досудебные расходы, судебный штраф, компенсация морального вреда. В настоящее время решение суда не вступило в законную силу.

— В Выборге это решение суда стало прецедентом, до того таких случаев не было, — говорит Наталья Катанович. – В основном, клиенты соглашаются перенести денежные средства на депозит и воспользоваться ими через год. Возможно, не уверены в своей правоте из-за пандемии.

Туроператоры также являются пострадавшей стороной, государство им предоставляет разного рода отсрочки и льготы, введён мораторий на банкротство.

Это всё понятно, и мы пытались решить вопрос в досудебном порядке, но туроператор решил выяснить отношения в суде. Вероятно, рассчитывали, в частности, на постановление федерального правительства № 1073 от 20 июля 2020 года, разъясняющее условия переноса туров, реализованных туроператорами до 31 марта 2020 года и порядок возврата средств туристам.

Согласно этому документу, все туроператоры получают право предоставить клиентам турпродукт, предусмотренный договором, либо равнозначный, в сроки, определяемые по соглашению сторон, но не позднее 31 декабря 2021 года. Но желание клиента – закон, что и подтвердил суд, — резюмирует юрист.

Решение остаётся за туристом
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