A chaotic start to the season adds pressure to travel programs for retirees on the Imserso plan. The holiday initiative, once piloted over four decades ago, never managed a full revival. The government has spoken of modernization and adapting the program to contemporary times, but progress remains elusive. This year, operators complain of limited participation in the mega contract while hoteliers face low prices, and users warn that a system crash during the campaign launch blocked bookings.
“The site is blocked. You could reach it, but you couldn’t reserve anything,” reported a reader of EL PERIÓDICO. By Thursday, October 26, there were numerous complaints as marketing for these trips began. On the first day of sales, the travel site for social tourism crashed, blocking sales, and even when users could re-enter, all spots sold out. “We know there are problems,” said Carlos Abella, the Secretary General of the Tourism Board. Users accuse travel agencies of prioritizing their reservations, though agencies deny preferential treatment and insist the experience is the same for everyone. “The system didn’t work for anyone, not even us,” said César Gutiérrez Calvo, president of Fetave.
Fatav, Acave, and UNAV sent letters to the Minister of State for Social Rights, Nacho Alvarez, and to the manager of Imserso, Luis Alberto Barriga. They said a meeting was scheduled for Friday but canceled because of the political situation and the formation of a new government. The three institutions plan to send another letter this Tuesday seeking a new meeting date and a public report on the program’s marketing. The report would include data on traveler numbers, travel spots, hotelier categories, and the distribution of sales by agencies, among other details.
From what agencies report, there seems to be far fewer individual beds available, a decline in hotel categories, and fewer beds in Andalusia, the Canary Islands, and the Balearic Islands. However, they cannot guarantee these figures. reflecting on past experiences, officials say improvements should be made for the future. “That’s important,” summarized César Gutiérrez Calvo.
This year marked the first time in the program’s history that a single company won the mega contract, securing three parcels: the mainland coast, the island coast, and domestic tourism. The contract is valued at about 300 million euros for the season. It was awarded to a consortium built around Avoris and Halcón Viajes Mundiplan, teaming up Iberia, IAG, and Bus in one unit. Other bidders faced a second bid and later appeals. Three unsuccessful contestants contested the government’s decision, but the Central Administrative Tribunal for Contractual Resources rejected the appeal. Neither Social Tourism nor the Ministry of Social Rights and Agenda 2030 responded to media inquiries about the issues travelers face.
limited availability
The Tourism Board noted that the winning partner connects with many hotels and has led to important discussions about the program’s design. The core issue appears to be the limited supply relative to demand. Some allocations were released this year with about 880,000 places registered for a population of 4.2 million. That means roughly one in five people could participate. As a result, a large share of potential travelers remains out of luck. The government extended the registration deadline, though the reasons remain unclear. Officials suggest the extension could reflect gaps in coverage rather than a change in policy, a point acknowledged by Carlos Abella.
The tendered number of places increased by about 70,000 compared with the prior season, yet over 1.2 million places had been available at the program’s peak in 2011-2012. The budget then hovered around 100 million euros; in recent years it has hovered near 70 million euros. For this season, the Ministry of Social Rights and Agenda 2030 announced aims to prioritize quality and improve travel experiences, seeking better hotel categories, greater accessibility, more diverse and healthier dining options, faster and more comfortable transport, and expanded municipal offerings. Yet both public funding and the total number of places remained relatively fixed.
concern over quality
Industry insiders note limited progress in hotel quality this year. Some claim there are more three-star hotels than four-star options in the program this season. The Costa del Sol Hotel Entrepreneurs Association and the Valencian hotel association both report a cautious outlook, highlighting continued pressure from low prices. They argue that the system needs to reward and empower hotels to participate directly in public tenders.
Hoteliers describe a one-sided negotiation with wholesalers, with no reliable price reference. While this has been a recurring issue, rising costs for raw materials and energy have intensified the challenge. A program with a minimum production cost of 30–32 euros per person per day, while paying only 22–24 euros, operates at a loss. Hotel operators insist that Imserso trips must be renewed because the end user profile, mobility, and pensions have not evolved much in twenty years.
allegations
The Consumers and Users Federation notes that travelers are affected and warns that the issue is more complicated than it appears. Since the entire service is government-led, any impediment is ultimately an issue between citizens and public administration, not a straightforward consumer dispute. The multi-party nature of the program makes it hard for users to identify who is responsible for a problem. While complaints are simple to lodge, they often do not translate into travelers being able to enjoy their trip.
One legal expert from CECU, Miguel Crespo, emphasizes that relevant companies should comply, provide updates, and address those who cannot travel. He also stresses the basic need for accessible support: if a website fails, a toll-free number should be active to resolve issues. He urges stronger oversight from the Ministry of Consumer Affairs and a clear public-sector response, noting that public tenders carry penalties and that a poor outcome could affect future bidding eligibility for the same companies.