The Netherlands Authority for Consumers and Markets (ACM) has issued an order to the travel auction website reizendeals.nl, requiring it to provide clearer information regarding its offers. This decision comes after multiple complaints from Dutch and Belgian consumers about unexpected additional costs associated with the surprise trips sold through the platform's auction system.

Consumers reported confusion over the bidding process, particularly regarding the finality of their winning bids. Many believed they could decline the trip after winning, only to discover that they were obligated to pay a price that was significantly higher than their initial bid. To address these issues, ACM has mandated that Reizendeal must include all additional costs in the total price displayed before consumers place their bids, ensuring transparency in the auction process.

Reizendeal is required to present the total price for two people, as the trips are typically designed for couples. The company must also modify its bid button to clearly indicate that winning a bid results in a binding purchase. Failure to comply with these requirements by the deadline of November 20, 2024, could result in a weekly penalty of 8,000 euros, up to a maximum of 80,000 euros. Following the order issued on October 8, 2024, Reizendeal has already made the necessary adjustments to its website, which were confirmed by ACM in a follow-up check.

ACM's board member, Manon Leijten, emphasized the importance of clarity in travel offers, especially those involving auctions and time pressure. She advised consumers to ensure they understand all costs before participating in such offers. The authority recognizes the appeal of surprise trips but warns of the risks involved, particularly when consumers are pressured to make quick decisions without complete information.

ACM has also developed guidelines aimed at protecting online consumers from misleading practices, including the use of 'dark patterns' that can manipulate consumer behavior. These guidelines are intended to help businesses comply with consumer protection rules and avoid practices that may not be in the best interest of consumers.