Please do read the booking conditions below. These are the conditions that you are agreeing to when you book a holiday with us.
BOOKING YOUR HOLIDAY
YOUR CONFIRMATION INVOICE
AMENDMENTS, TRANSFERS OR CANCELLATION - BY YOU
AMENDMENTS, TRANSFERS OR CANCELLATION - BY THE COMPANY
PASSPORTS, VISAS AND HEALTH REQUIREMENTS
IF YOU HAVE A COMPLAINT
BOOKING YOUR HOLIDAY
The person making the booking (“the party leader”) must be at least 18 and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. By making the booking, the party leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us and providing a fully completed Booking Form.
To secure your booking you should complete the Booking Form, which you will be sent when your plans are finalised, and return it to The Company with a specified deposit amount, usually 25% of the total holiday cost. However, the deposit we require may be higher if special terms apply, for example, a flight which requires immediate payment or during peak times where we require a higher deposit to secure your accommodation - we refer to this as a “special booking” in the cancellation conditions which come later. We will notify you at the time of booking if this applies along with the amount of deposit that is required to secure the booking.
If you book within 10 weeks of departure you must pay the full cost of your holiday.
We strongly recommend that you obtain insurance to cover the event of cancellation prior to departure and this policy should be taken at the time of booking.
YOUR CONFIRMATION INVOICE
Within 14 days of receiving your Booking Form and payment we will send you our Confirmation Invoice, which acts as our acceptance of your booking in accordance with the terms and conditions set out below. This Confirmation Invoice will be sent to the party leader. Please check this invoice carefully as soon as you receive it and contact us immediately if any information which appears (or on any other document) appears to be incorrect or incomplete, as it may not be possible to make changes later.
A binding contract will come into force between us at the time we send out our Confirmation Invoice and until then we shall have no liability to you whatsoever. The contract is made in accordance with English Law and is subject to the jurisdiction of the Courts of England & Wales.
A deposit is accepted in part payment of the agreed cost of the booking and the balance must be received at our offices 10 weeks before the departure date. This payment date will be clearly stated on the Confirmation Invoice. Reminders are not sent.
If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges depending on the date we reasonably treat your booking as cancelled.
A late payment charge of £10.00 per day may be applied after the due date unless we are contacted in advance and alternative arrangements are made.
If, after you have confirmed your booking and paid your deposit but before your balance has been paid, you ask us to pay a 3rd Party Supplier for a service earlier than we would normally expect to pay that 3rd Party Supplier, for example paying an airline early in order that your flights may be ticketed, we will ask you for full payment for that service. The additional amount paid will be added to your deposit and will be non-refundable in the event that you subsequently cancel.
Payment can be made by way of credit card or debit card. Having received your credit or debit card information we then process the card for payment and will notify you of its success or failure.
Payment via electronic funds can be transferred to our bank account as outlined on the Confirmation Invoice. Make sure when international (non-UK) bank transfers are performed to specify that bank’s charges are to be paid by the sender. All bank charges must be paid separately to the reservation cost.
To be clear - you are responsible for all bank and transfer fees charged by your bank or international transfer company.
For all payments made by credit card, there is a fee applied of 2.5% of the total cost of your payment. If you cancel your holiday subsequently, the 2.5% fee is non-refundable in all circumstances.
American Express is not accepted.
Where international flights to/from the UK are not included your holiday is protected through our membership of the Travel Trust Association. We hold TTA membership number Q2843. For further information please visit the TTA web site at www.traveltrust.co.uk
In the unlikely event of The Company’s insolvency, and where international flights to/from the UK are not included in the arrangements we have provided, the TTA will ensure that you are not left stranded abroad and will refund any money you have paid The Company for an advance booking.
Holiday arrangements including international flights to/from the UK are protected by our ATOL licence (T7537) issued by the Civil Aviation Authority, who will ensure you are not left stranded abroad and will refund any money you have paid the Company for an advance booking. At the time of booking you will be provided with an ATOL certificate setting out the details of your ATOL cover.
If we, or the 3rd Party Suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent or your credit card issuer (where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
The Company reserves the right to change any of the prices, services or other particulars contained on our website at any time before we enter into a contract with you. If there is any change, we will notify you before we enter into a contract with you. Should any of these details change after making your booking you will be advised of the changes. Should you decide to subsequently cancel the booking, you may do so in accordance with the amendments or cancellation clause as set out in the Booking Conditions.
The Company will absorb or retain an amount equivalent to 2% of the holiday price. Only amounts in excess of 2% will be surcharged or reimbursed and if this means paying more than 10% of the holiday price you will be entitled to cancel your holiday with a full refund of all money paid to The Company (except for any amendment charges). Should you decide to cancel because of this you must exercise your right to do so within 14 days of the date of the invoice.
Where a surcharge or refund is payable, there will be an administration fee of £10 per person.
Some airlines may apply a surcharge after a booking has been confirmed. This surcharge can be avoided by paying the full cost of the flight as soon as the airline or their agent notifies The Company of the surcharge. In this event, The Company will give you the option to increase your non-refundable deposit to avoid the surcharge or to apply the surcharge in accordance with this clause.
Please note that travel arrangements for your holiday are not always purchased in local currency and some apparent changes have no impact on the price of your travel. Moreover, the financial commitments offered by The Company mean that The Company is not able to reduce holiday prices should the value of the £ strengthen.
Inbound and outbound flight times are provided by airlines and are subject to change because of such matters as air traffic control restrictions, adverse weather conditions and technical problems. Flight timings are therefore estimates only and cannot be guaranteed. The Company shall not be held responsible for any loss, delay or costs whatsoever connected with flight delays. In the event of a delay, airlines generally provide such refreshments, meals and accommodation as they deem appropriate. In addition, you may be entitled to claim under the flight delay section of your travel insurance policy.
Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier's actions.
We have graded hotels on the basis of our knowledge and experience. If The Company receives prior notification of alterations to any accommodation, services or facilities we will inform you as soon as reasonably possible. It should be noted that information is for guidance purposes only and that the photographs published in the literature and on the website are used to give an impression of the accommodation and services offered.
Accommodation suppliers may require credit card details and authorization at check in as a security deposit. In the event of damage, guests may be charged to this card after check out.
Extra Person Policy - All properties have a set guest capacity. In the case that booking numbers exceed the property capacity within reason, each extra guest will incur a relative charge. The extra guest charge varies according to the property.
Property Damage - You accept responsibility and will incur all costs for replacement or repair of any damage incurred to the property by you or any member of your party. Full payment for any such damage or loss (reasonably estimated, if not precisely known) must be made direct to the accommodation owner or manager or other 3rd Party Supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You should ensure you have appropriate travel insurance to protect you if this situation arises.
No Smoking Policy -The majority of 3rd Party Suppliers maintain a strict “No Smoking” policy within all accommodation buildings. There may be a penalty charge and the 3rd Party Supplier may evict any person or party not adhering to this policy. If anyone in the accommodation has smoked in the accommodation they may be charged additional cleaning costs or consequential losses.
Pets - All properties have a strict “NO PETS” policy. Under no circumstances will pets be permitted to stay in any of the properties booked through us.
Bedding Configuration - It is your responsibility to advise us of your chosen bedding configuration more than 14 days prior to your arrival. In case of no notification, where possible, beds will be made up as twin. If your requests changes to this an extra surcharge will apply.
Check In information - On check in you will be required to provide your full name, age, passport number, postal address, nationality and occupation.
Check In / Out - Check in time is usually from 3:00pm and check out time is usually 10:00am. Telephone Charges - Guests will be liable for all telephone charges in applicable properties.
The information contained on our website and in our other material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking.
Neither the Company nor any 3rd Party Supplier can control the amount of snow fall and by booking you therefore agree that under no circumstances can either us or the 3rd Party Supplier be held responsible for snow conditions, including a lack of snow.
The Company cannot guarantee that the weather conditions will be suitable for sporting or other outdoor activities. The Company shall not be held responsible for any loss, delay or costs whatsoever connected with adverse weather conditions.
AMENDMENTS, TRANSFERS OR CANCELLATION - BY YOU
If you wish to change the details of your booking, let us know in writing as soon as possible and we will do our best to accommodate you. Any change is subject to availability and any airline minimum night stay requirements.
If we can accept the change there will be an amendment fee of between £25.00 and £200.00 per person plus any 3rd Party Supplier fees, such as airline costs, that may be applicable.
You should note in particular that airlines in particular may treat a change to a booking as a cancellation and new booking and therefore charge a 100% cancellation fee. This, for example, may apply to a flight booked with an incorrect name that does not match a passenger’s passport. Airlines are very strict in this instance and do not allow name changes to be made. If an incorrect name is given at the time of booking by you, 100% cancellation charges apply in respect of your flight cost, plus £25.00 amendment fee and a new flight will need to be purchased by you (which may be at an increased rate) to permit travel.
In a group booking where preferential group rates are obtained with certain airline carriers, if members of the group cancel and reduce numbers to below the requisite number for a group after the deposit is paid, the balance due for the cancelled seats will be payable. There may also be additional charges for other components of your holiday. You will incur the cancellation charges as set out in this clause for general bookings and we reserve the right to recalculate the balance of the holiday accordingly.
You may change your booking up to 30 days prior to departure by transferring it to another person if you are unavoidably prevented from travelling, and the transferee meets any conditions which may apply to the holiday and agrees to the terms of the booking agreement. The transferor and the transferee will be jointly and severally liable for the terms of this contract. This right of transfer is subject to the payment of an administration fee of £50.00 per person together with all additional charges of whatever sort imposed by the 3rd Party Suppliers providing the component parts of the holiday. Please note that flight bookings are not transferable. A flight booked in the name of the transferor would have to be cancelled and a new seat booked in the name of the transferee. This is subject to availability at the time of the transfer and, given that flight costs may have increased since the original booking, additional charges may apply.
If you or a member of your party are forced to cancel arrangements which have been confirmed, we require notification in writing from the person who completed the Booking Form. The cancellation date will be deemed to be the date which we receive your cancellation request.
Cancellation charges will be calculated as set out below.
From date of booking to 75 days prior to departure the total deposit amount is forfeit.
74-45 days prior to departure 50% of total holiday cost (or deposit + 50% of remaining holiday cost for special bookings) 44-35 days prior to departure 75% of total holiday cost (or deposit plus 75% of remaining holiday cost for special bookings) 34-21 days prior to departure 90% of total holiday cost (or deposit plus 90% of remaining holiday cost for special bookings) 20 days to departure or after 100% of total holiday cost
For bookings departing from 15 December – 04 January 75% of holiday cost (or deposit plus 75% of remaining holiday cost for special bookings) is forfeit from 74 days prior to departure until 34 days, from when the above charges apply.
AMENDMENTS, TRANSFERS OR CANCELLATION - BY THE COMPANY
(i) The Company reserves the right to make changes to your holiday arrangements after we have confirmed your booking, and if we do so, we will use our best endeavours to inform you before departure and make suitable alternative arrangements.
(ii) Any change we make to your holiday will be either major or minor. A major change includes a change of UK departure airport (not including between airports in London), a change of flight time by more than 12 hours, a change of resort or a change to a lower category of accommodation. Any other change will be classed as a minor change. If there is a minor change, we will do our best to notify you of this, but we are not under any obligation to do so or to pay you compensation.
If there is a major change, we will advise you as soon as is reasonably possible. We will not make a major change less than 14 days before departure. You will then have the choice of accepting the change, taking an alternative holiday (and where this is of a lower price, we will refund the difference, but where it is of a higher price, you must pay the difference), or withdrawing from the contract and accepting a full refund of all monies paid, excluding any amendment charges. In addition, (on the assumption that the full balance has been paid) we will pay you compensation which is reasonable given the circumstances in question.
Compensation will not be considered appropriate in cases where a major change has to be made as a result of force majeure or underbooking (as defined below).
(iii) We will not cancel your holiday after the balance due date except for reasons of underbooking or force majeure or failure by you to pay the final balance. If we have to cancel your holiday before this date, you will have the choice of taking an alternative holiday (and where this is of a lower price we will refund the difference, but where this is of a higher price, you must pay the difference) or withdrawing from the contract and accepting a full refund of all monies paid, excluding any amendment charges. In addition, on the assumption that the full balance has been paid and where such cancellation is not due to underbooking or force majeure (as defined below), we will pay you compensation which is reasonable given the circumstances in question.
(iv) Underbooking is the situation in which the minimum number of bookings required to run a holiday or part of a holiday is not met. Force majeure is unusual and unforeseeable circumstances beyond our control, the consequences of which neither we nor our 3rd Party Suppliers could foresee or avoid, examples of which are war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire or adverse weather conditions, level of water in rivers or other similar events beyond our control.
(v) In the unlikely event that we become unable to provide a significant proportion of the services you have booked after you depart, we will make alternative arrangements for you to continue your holiday at no extra charge, or, if this is impossible, or you do not accept these alternative arrangements for a good reason, we will provide you with transport back to your point of departure. In addition, if appropriate, we will pay you compensation of an amount which is reasonable taking into account all the circumstances. Compensation will not be considered appropriate, for example, in cases where a major change has to be made as a result of force majeure or underbooking (as defined above).
It is your responsibility to obtain all documents (e.g. passport, visa, international driving permit) required for your holiday, to ensure that these are in proper order and to take them with you. The Company will not be liable if you fail to do so and you will be responsible for meeting any additional costs incurred as a result of such failure.
You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. The Company cannot accept responsibility if you miss flights as a result of late check-ins and no credit or refund will be given if you fail to take up any component of your holiday.
No credit or refund will be given for lost, mislaid or destroyed travel documents.
(i) Our obligations, and those of our 3rd Party Suppliers providing any service or facility included in your holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where we or our 3rd Party Supplier is actually providing the service or facility, to provide them and to do so with reasonable skill and care. You must show that reasonable skill and care has not been used if you wish to make any claim. Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected to be found in the UK. The services and facilities included in your holiday will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply (such as, for example, those of the Civil Aviation Authority), or, if there are no applicable local regulations, if they are reasonable when compared to the local standards and customs.
(ii) For claims which do not involve death or personal injury, we accept, and will only have, liability, subject to paragraphs (iv) and (v) below, should we or our 3rd Party Suppliers fail to satisfy the obligations detailed in paragraph (i) above. If we have liability, we will, subject to paragraphs (v) and (vi) below pay you compensation of an amount which could be reasonably and properly expected, taking into account all the relevant circumstances. Any sums received by you from 3rd Party Suppliers such as from airlines due to the Denied Boarding Regulations 2004 (in this case sums paid by the airline constitute the full amount of your entitlement to compensation for all matters flowing from the airline’s actions) will be deducted from any sum paid to you as compensation by us.
(iii) For claims which involve death or personal injury as a result of an activity forming part of your holiday, we accept, and will only have, liability subject to paragraphs (iv) and (v) below should we or our 3rd Party Suppliers fail to satisfy the obligations detailed in paragraph (i) above. If we have liability, we will, subject to paragraphs (v) and (vi) below, pay you reasonable compensation.
(iv) We have liability in accordance with paragraphs (ii) and (iii) above and subject to paragraphs (v) and (vi) below except where the cause of the failure to provide, or failure in, your holiday or any death or personal injury you may suffer is not due to any fault on our part or that of our servants, agents or 3rd Party Suppliers, because it is either attributable to you, or attributable to someone unconnected with your holiday and is unforeseeable or unavoidable, or is due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which neither we, nor our servants, agents or 3rd Party Suppliers could have foreseen or forestalled.
(v) If any international convention applies to or governs any of the services or facilities included in your holiday arranged or provided by us, or provided by any of our 3rd Party Suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include: in respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these Conventions or any other international conventions applicable to your holiday. If your baggage is lost, damaged or destroyed in any circumstance not subject to an international convention the maximum amount of compensation we will pay you will be £500. This sum will be assessed with reference particularly to your loss and the extent to which this has required you to purchase replacements.
(vi) Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier’s actions. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, we will not consider your claim until such time as you have made a complete assignment to us of any rights you have against the carrier.
(vii) If you choose to issue court proceedings in respect of a claim against us, you must do so within 2 years of your return from holiday or within 2 years of first discovering the matters giving rise to the claim, if this is later. If you do not, then our liability to you will be limited in all cases to a sum of £100.
(viii) You must, if we are adjudged to have, or if we accept, liability for a claim that you make, assign to us any rights that you may have against any of our servants, agents or 3rd Party Suppliers which is in any way responsible for the failure of your holiday or any death or personal injury you may suffer. You must also co-operate with us in any claim we choose to bring against any third party which we, in our discretion, deem to be so responsible.
(ix) Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your holiday.
(x) Please note, The Company cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other 3rd Party Supplier agrees to provide for you where these services or facilities are not arranged as part of our contract, including any excursion you purchase in resort. The contract for the provision of the excursion will be between you and the 3rd Party Supplier of the excursion and not between you and The Company. Therefore, when you purchase an excursion locally, whether or not through our representative, your contract is with the local company and we have no liability whatsoever for anything which may go wrong on the excursion.
(xi) Any skiing or snowboarding involves risks including physical injury and in extreme cases, death. Additional features such as snowmobiling and backcountry tours may incur an increased level of risk. The qualifications required of backcountry instructors, guides, or other winter sport service providers may be lower than you expect. It is your own choice to accept any associated risks when you book. The Company does not accept liability for winter sports accidents under any circumstances, regardless of whether The Company acted as agent in the booking of that service.
(xii) Regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(xiii) As between you and the 3rd Party Suppliers of the transport, accommodation and other components making up your holiday, the conditions of the 3rd Party Supplier will apply. These conditions may be subject to International Conventions which limit and/or restrict the 3rd Party Supplier's liability. Transport timings are provided by the carrier concerned and are subject to such matters as weather conditions, maintenance requirements, the ability of passengers to check-in on time and, in the case of flights, to air traffic control restrictions. Accordingly the times of flights and other forms of transport are estimates only and cannot be guaranteed. The Company is not liable for any delay and cannot itself make any special arrangements in the event of a delay.
PASSPORTS, VISAS AND HEALTH REQUIREMENTS
Passport and visa requirements and health requirements and formalities for the destinations featured, and which are current at the time of going to press, are set out in information that we will provide to you at the time of booking but it is your responsibility to make the necessary applications and to comply with any regulations governing entry to your chosen country. If you do not obtain a visa, where this is required, or your passport or any other travel documentation is not in order and you are unable to travel as a result, you will be liable to pay the cancellation charges set out above. Furthermore, we will not accept any responsibility or refund any money in cases where you are unable to travel because of an invalid or mislaid visa or passport.
Non British citizens should check with their embassy or consulate to obtain details of the relevant requirements.
The Foreign and Commonwealth Travel Advice Office issues travel advice, which is regularly updated, and which relates to political, economic and other circumstances prevailing in countries throughout the world. If you want any such advice, you should contact them. Their telephone number is 020 7008 1500, and details are also available and at gov.uk/fco. We will continue to operate holidays to a destination until the FCO issues advice to the contrary.
Sources of information about health requirements include the Travel Health pages of the NHS website at www.nhs.uk/Livewell/TravelHealth. We recommend that you book an appointment with your GP, practice nurse or travel health clinic to discuss the health and vaccination requirements for your destination.
The Company reserves the right in our absolute discretion to terminate your holiday if your behaviour is likely, in our opinion or that of our employees or 3rd Party Suppliers, to cause distress, damage, annoyance or danger to our employees or to any third party, or their property. If you are prevented from travelling on an aeroplane because in the opinion of any person in authority at the airport you appear for whatever reason unfit to travel, we have no further responsibility for your journey or your holiday, including any return flight. We will impose full cancellation charges and will not give any refunds. Furthermore, we will be under no obligation whatsoever to pay you compensation or cover any costs you may incur as a result of having to make alternative arrangements.
As a condition of booking your travel arrangements with us, you are required to have suitable travel insurance at the time of booking to cover events including, but not limited to, pre-departure cancellation and repatriation in the event of illness, injury or death. Insurance must be valid for the entire duration of your trip.
Please bear in mind that not all insurance policies may offer cover for the sort of activities you may be taking part in during your holiday. If you intend to ski off-piste, heli-ski, cat-ski, free-ride or undertake other activities not covered by a general winter sports insurance policy, please ensure that you obtain additional cover for these. Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. The Company do not check insurance policies – this is your responsibility.
Please disclose any relevant information including pre-existing injury or condition to the insurer at the time of purchase of your policy.
The Company cannot be held responsible or liable in any way for customers who fail to take out adequate travel insurance. Please note that insurance provided by credit card companies and banks often has limited cover. Please check at the time of booking that the cover provided by such a policy complies with the above.
If you have any special requests, you should inform us of such requests in writing at the time of booking. We will advise the relevant 3rd Party Supplier of any such requests but we cannot guarantee that they will be met. Furthermore, we have no liability to you if such requests are not met. Examples of such special requests include, but are not limited to, airline meals, specific room bedding, room types with benefits that are not paid for, special offer accommodation upgrades, honeymoon benefits, late check-out, baggage storage, special transportation arrangements.
If we use a travel agent for your booking, any monies paid to the travel agent are held by the travel agent on your behalf.
We will provide your personal information, as well as any personal information you provide in relation to the persons whose travel arrangements have been requested by you, to 3rd Party Suppliers and carriers that might be located outside the UK and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious, or disability related requirements which constitute sensitive information, the relevant data will also be passed to the relevant 3rd Party Suppliers and carriers to enable provision of the services requested by you.
IF YOU HAVE A COMPLAINT
If you have a complaint whilst on holiday you must tell the hotelier or other 3rd Party Supplier who will try and resolve the matter on the spot. If they are unable to sort out the problem, contact the Company who will endeavour to do so on your behalf. Unless they or the Company have been given the opportunity to rectify the problem at the time it is not reasonable to expect the Company to accept liability for any problem after you return home.
If the complaint cannot be resolved there and then you should inform the Company in writing within 90 days of the completion of your holiday. Failure to follow this procedure may reduce or extinguish any rights you may have to make a claim against either us or the relevant 3rd Party Supplier.
For all claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is 1.5x the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
All information contained on this page is correct as of 2nd October 2017.