Obligation to provide assistance
Article 16
Member States shall ensure that the organiser gives appropriate assistance without undue delay to the traveller in difficulty, including in the circumstances referred to in Article 13(7), in particular by: (a) providing appropriate information on health services, local authorities and consular assistance; and (b) assisting the traveller to make distance communications and helping the traveller to find alternative travel arrangements. The organiser shall be able to charge a reasonable fee for such assistance if the difficulty is caused intentionally by the traveller or through the traveller's negligence. That fee shall not in any event exceed the actual costs incurred by the organiser.