Belgique : la Commission litiges-voyages a 20 ans

Les consommateurs y sont représentés par Test Achats (le principal groupement belge de consumérisme) et par ARCOPAR (le service d’aide juridique des coopératives chrétiennes).

Le VVR (association flamande des AGV), l’UPAV (l’association francophone des AGV), FAVI (la fédération des petites AGV) et le BTO (l’association des réseaux et grandes AGV) représentent les agences de voyages, tandis que l’ABTO en fait de même pour les TO et la FBAA défend les intérêts des autocaristes.

A ces deux groupes, il faut rajouter des juges-arbitres, généralement des juristes de formation, dont la tâche est de rédiger les sentences.

Privilégier le dialogue et la prévention

La procédure mise en place fait que techniquement un dossier est traité dans les 8 à 9 mois du dépôt de la plainte. Mais avant d’arriver au stade ultime d’un arbitrage, la CLV va privilégier les négociations entre les parties.

Ce avec un succès certain puisque la majorité des plaintes sont réglées à l’amiable. Chose de plus en plus aisée car en 20 années d’existence la CLV a pu acquérir une expérience sans pareille.

Avec l’eTourisme et l’augmentation des ventres transfrontalières, la CLV belge a du traiter 11 dossiers provenant de l’étranger : 7 par des français, 3 par des hollandais et 1 par 1 luxembourgeois. Pour les responsables de la CLV, cette tendance ira en s‘accentuant dans le futur.

En 20 ans le nombre de dossiers traités représente 13.300 (demandes de renseignements, plaintes, négociations, etc…)
Nombre d’arbitrages rendus : 2.455 (soit 18 % des dossiers entrant).

En moyenne un TO connaît 2 plaintes sur 100 dossiers

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 <o:p>
</o:p>
</font>
</p>
</td>
<td width="113" valign="top" style="width:85.1pt;border:solid windowtext .5pt;
border-left:none;mso-border-left-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
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Marché (pax)
</font>
</p>
</td>
<td width="118" valign="top" style="width:88.45pt;border:solid windowtext .5pt;
border-left:none;mso-border-left-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
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<font face="Verdana" size="1">
Marché (dossiers)
</font>
</p>
</td>
<td width="114" valign="top" style="width:85.6pt;border:solid windowtext .5pt;
border-left:none;mso-border-left-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
Plaintes
</font>
</p>
</td>
<td width="120" valign="top" style="width:89.8pt;border:solid windowtext .5pt;
border-left:none;mso-border-left-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
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Arbitrages
</font>
</p>
</td>
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<td width="98" valign="top" style="width:73.35pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1994
</font>
</p>
</td>
<td width="113" valign="top" style="width:85.1pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
2.546.980
</font>
</p>
</td>
<td width="118" valign="top" style="width:88.45pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1.018.792
</font>
</p>
</td>
<td width="114" valign="top" style="width:85.6pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
996
</font>
</p>
</td>
<td width="120" valign="top" style="width:89.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
199
</font>
</p>
</td>
</tr>
<tr>
<td width="98" valign="top" style="width:73.35pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1996
</font>
</p>
</td>
<td width="113" valign="top" style="width:85.1pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
2.981.830
</font>
</p>
</td>
<td width="118" valign="top" style="width:88.45pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1.192.732
</font>
</p>
</td>
<td width="114" valign="top" style="width:85.6pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
958
</font>
</p>
</td>
<td width="120" valign="top" style="width:89.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
220
</font>
</p>
</td>
</tr>
<tr>
<td width="98" valign="top" style="width:73.35pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1998
</font>
</p>
</td>
<td width="113" valign="top" style="width:85.1pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
3.352.500
</font>
</p>
</td>
<td width="118" valign="top" style="width:88.45pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1.341.000
</font>
</p>
</td>
<td width="114" valign="top" style="width:85.6pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1276
</font>
</p>
</td>
<td width="120" valign="top" style="width:89.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
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padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
250
</font>
</p>
</td>
</tr>
<tr>
<td width="98" valign="top" style="width:73.35pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
2000
</font>
</p>
</td>
<td width="113" valign="top" style="width:85.1pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
3.663.186
</font>
</p>
</td>
<td width="118" valign="top" style="width:88.45pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1.465.274
</font>
</p>
</td>
<td width="114" valign="top" style="width:85.6pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1407
</font>
</p>
</td>
<td width="120" valign="top" style="width:89.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
207
</font>
</p>
</td>
</tr>
<tr>
<td width="98" valign="top" style="width:73.35pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
2002
</font>
</p>
</td>
<td width="113" valign="top" style="width:85.1pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
3.506.806
</font>
</p>
</td>
<td width="118" valign="top" style="width:88.45pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
1.402.722
</font>
</p>
</td>
<td width="114" valign="top" style="width:85.6pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
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padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
911
</font>
</p>
</td>
<td width="120" valign="top" style="width:89.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
251
</font>
</p>
</td>
</tr>
</table>
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
 <o:p>Le type de plaintes enregistrées</b>
</font>
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<p class="MsoNormal">
<font face="Verdana" size="1">(Sur 100 plaintes enregistrées – moyenne en 20 ans)</font>
</p>
<table border="1" cellspacing="0" cellpadding="0" style="border-collapse:collapse;
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<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
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<font face="Verdana" size="1">
<b>
Qualité des commodités</b>
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-left:none;mso-border-left-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
Qualité de l’hébergement, de l’hôtel, de la
location non conforme par rapport à la brochure
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border:solid windowtext .5pt;
border-left:none;mso-border-left-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
55 %
</font>
</p>
</td>
</tr>
<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
Surréservation</b>
</font>
</p>
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<td width="188" valign="top" style="width:140.75pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
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padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font size="1" face="Verdana">Hébergement</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
8 %
</font>
</p>
</td>
</tr>
<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
Transports</b>
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.75pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
Retards ou changements
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
13 %
</font>
</p>
</td>
</tr>
<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
Annulation</b>
</font>
</p>
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<td width="188" valign="top" style="width:140.75pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
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padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
Aussi bien de la part du TO que du client (à noter
que dans le cas d’une annulation par client, la CLV est incompétente
puisque les compagnies d’assurances n’acceptent pas les arbitrages de
la CLV)
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
6 %
</font>
</p>
</td>
</tr>
<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
Prix</b>
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.75pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
 <o:p>
</o:p>
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
3 %
</font>
</p>
</td>
</tr>
<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
Excursions, circuits</b>
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.75pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
Qualité du guide, programme non respecté, etc…
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
10 %
</font>
</p>
</td>
</tr>
<tr>
<td width="188" valign="top" style="width:140.75pt;border:solid windowtext .5pt;
border-top:none;mso-border-top-alt:solid windowtext .5pt;padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
<b>
Divers</b>
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.75pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
Location voiture, problèmes administratifs
(passeports), pertes bagages, …
</font>
</p>
</td>
<td width="188" valign="top" style="width:140.8pt;border-top:none;border-left:
none;border-bottom:solid windowtext .5pt;border-right:solid windowtext .5pt;
mso-border-top-alt:solid windowtext .5pt;mso-border-left-alt:solid windowtext .5pt;
padding:0cm 3.5pt 0cm 3.5pt">
<p class="MsoNormal">
<font face="Verdana" size="1">
5 %
</font>
</p>
</td>
</tr>
</table>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><b><font size="1" face="Verdana">Michel GHESQUIERE à Bruxelles - 24 décembre 2003<br>
<a href="mailto:michel.ghesquiere@skynet.be">michel.ghesquiere@skynet.be</a> </font></b></p>