Guideline for an intervention by the Ombudsman
An intervention by the Ombudsman should always be your last resort. If you have a problem you should try to negotiate with the travel agent or tour operator first, keeping a record of all conversations and correspondence. When your complaint has not been treated at all or not in an acceptable way you can get in contact with the Ombudsman.
It is however to consider that a serious handling of a complaint by the travel agent or the touroperator does require some time depending on the complexitiy of the case.