A traveler who had booked a one-week trip to Iceland through a travel agency encountered unexpected problems when the airline canceled both legs of their round-trip flight just days before departure. The travel agency responded by offering two alternatives: rescheduling the trip by one day with an extra cost of 330 euros or keeping the original dates but using new flights that would cost an additional 980 euros. The traveler declined both options and asked for a full refund of the package, along with some extra compensation. While the agency agreed to refund the entire amount paid, it refused to provide any additional compensation. The Mediation Tourism and Travel (MTV) examined the case, citing article R. 211-9 of the Tourism Code. This rule requires that if an essential part of a travel contract is changed before departure, the travel agency must inform the traveler of the changes and allow them to either accept or cancel the agreement. In this instance, the flight cancellations were considered a significant change to the contract. The agency offered alternative options, which the traveler could accept or reject. Since the traveler refused the proposed changes, they were allowed to cancel the trip without charge and get a full refund. The MTV determined that no additional compensation was warranted, as the full refund of the trip was considered sufficient. The agency was found to have fulfilled its obligations under the Tourism Code. In 2024, the MTV handled 16,000 cases, with two-thirds of disputes related to air travel. Most of these, 79%, came from online bookings, compared to 16% from in-person purchases. The MTV’s mediation is mandatory for companies, with penalties of up to 15,000 euros per violation for non-compliance. The MTV's authority covers air and rail transport (excluding SNCF and RATP), road transport, travel agencies, hospitality, and sectors of sports and leisure. The team has expanded from 9 to 19 lawyers in two years to manage the growing demand. Confidence in the system is strong, as 97% of the MTV's decisions are accepted by the parties involved.