1. Your holiday contract
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. If you had not seen these terms and conditions when you made your booking and you are not happy to proceed with the booking now that you have seen them please return all documentation to us or to your travel agent, within 7 days of receiving these booking conditions. Your booking will be cancelled and your monies will be returned in full, provided you have not commenced your travel. This clause does not apply if your booking was made within 10 weeks of travel.
2. Your financial protection
Book with Confidence
We are a Member of ABTA which means you have the benefit of ABTA’s assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only, this protection doesn’t apply.
We provide full financial protection for our package holidays.
For flight-based holidays this is through our Air Travel Organiser’s Licence number 10823. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk.
When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA. For further information please see www.abta.com.
We will provide you with the services you have bought (or a suitable alternative). In some cases, where we aren’t able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
As a Member of ABTA, we are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn’t apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
4. Your Holiday Price
1) We reserve the right to alter the prices of any of the holidays shown in our brochure, pricelist or website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
2) We will require a deposit in order to confirm your travel arrangements. This will normally be 10% of the total amount, but the exact amount may depend on the arrangements you choose and the season in which you are travelling. For certain classes of air travel, for example, air tickets need to be issued within 3 days; during peak or festival periods, hotels may require full pre-payment in order to confirm the reservation. We will advise you of the actual amount of deposit required at the time of booking. If you are booking within 56 days of departure, you must make full payment at the time of booking.
3) The price of your travel arrangements is fully guaranteed and will not be subject to any surcharges.
4) All monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies paid to the travel agent are held by him on our behalf at all times.
5. If you change your request
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will be asked to pay an administration charge of £25, and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (e.g. Apex Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
6. If You Cancel Your Holiday
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in clause 7. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
7. If We Change or Cancel Your Holiday
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause. In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: Japan Air Lines, All Nippon Airways, Virgin Atlantic Airways, British Airways, Finnair, Asian Airlines, Emirates, Air France, Alitalia, Lufthansa. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard. If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:
|Period before departure within which notice of Cancellation or major change is received by us or notified to you||IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY||IF WE CANCEL YOUR HOLIDAY amount you will receive from us||IF YOU CANCEL YOUR HOLIDAY amount of cancellation charge|
|More than 56 days||£ Nil||Deposit only||Deposit only|
|55 – 43 days inclusive||£ 15||100% of tour price + £15||30% of tour price|
|42 – 29 days inclusive||£ 30||100% of tour price + £ 30||50% of tour price|
|28 – 15 days inclusive||£ 45||100% of tour price + £ 45||75% of tour price|
|14 – 8 days inclusive||£ 60||100% of tour price + £ 60||90% of tour price|
|7 days – day of departure or after||£ 60||100% of tour price + £ 60||100% of tour price|
8. If You Have A Complaint
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and/or our representative immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at JTB Europe Ltd. Horatio House 77 Fulham Palace Road London W6 8JA giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 3 above on ABTA.
9. Our Liability to You
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and 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 we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices at Horatio House, 77 Fulham Palace Road, London W6 8JA, tel.020 8237 1605. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 6. If any payments to you are due from us, any payment made to you by the airline will be deducted. NB. this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
10. Prompt assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and 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 we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
11. Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
Our website and tour offerings are our responsibility, as your tour operator. They are not issued on behalf of, and do not commit the airlines mentioned or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be under 2 years of age on the date of its return flight.
We carefully check that the information given on our website or published literature about accommodation, itineraries etc., to ensure that it is correct to the best of our knowledge. However, there may be changes to flight timing and optional excursion itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities described to be unavailable or different from those advertised in our website or published literature. We reserve the right to change any process, services or other particulars shown on this 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.
Once we have received full payment, you will be sent your travel documents approximately 7-10 days prior to departure. Your travel documents will show the recommended check-in times for your flights. Should you fail to check in on time and miss your flight, we do not have any liability to you for this or its consequences.
We have no control over the time at which flights and other transport departs, and therefore cannot guarantee that flights or any other transport will depart at the time specified. In the even of any delay, we are under no liability to you whatsoever to provide appropriate meals etc. Although we will use our best endeavours to arrange for the air carrier or other transport provider to do so, we will not make any such provision.
If you have any special requests you should inform us of such requests prior to departure. We will advise the relevant 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.
Airlines, railway, coach and shipping companies and other suppliers have their own booking conditions or conditions of carriage, and you will be bound by these as far as the relevant transport provider or supplier is concerned. Some of these conditions may limit or exclude liability on the part of the relevant transport provider or other supplier, and they are often also subject to various international conventions. Where relevant, copies of such conditions may be available at our offices or at the offices of the relevant supplier.
You are strongly advised to take out travel insurance. We do not recommend any particular insurance company or product, and any information leaflets distributed by us or links to travel insurance companies on our website are for information only. You should ensure that the travel insurance you buy covers (as a minimum) the costs incurred if you cancel, and the cost of assistance, including repatriation, in the event of an accident or illness while you are abroad, and it is your responsibility to ensure that the insurance you purchase is suitable and adequate for your particular needs.
If you or any of your party suffers illness, injury or death through misadventure as a result of an activity which does not form part of your contracted tour, we will where appropriate and subject to our discretion provide you with reasonable assistance. This may include our making a contribution towards your initial legal costs in taking action against the person(s) responsible, provided that you request this within 90 days of the incident giving rise to the illness, injury or death suffered. All assistance (financial or otherwise) is subject to our discretion and a maximum total cost of £ 5,000 per booking form. If you are entitled to have any costs or expenses arising from any relevant incident met by or from any insurance policy, or if you obtain a costs order against anyone in relation to the incident, you must repay to us all the costs and expenses we incur on your behalf in assisting you.
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 to you, to suppliers and carriers that might be located outside the UK and/or EU to enable the operation of the services requested by you. This may include special dietary, religious or disability related requirements.