ESSENTIAL INFORMATION & BOOKING CONDITIONS - Air Holidays to Europe

Please read this page carefully as it contains important information about your holiday

HOW TO BOOK

These holidays can be booked over the telephone, with your travel agent or, as you're already here, you may wish to book online - it really is easy and we accept most major debit and credit cards. To make a booking online click on the "Air Holidays" button at the top of this page, select the holiday you wish to book on, then click the "Departures, Dates and Prices" tab. Our secure booking process will then take your details and guide you through to completing your booking.

If you would rather speak to one of our friendly holiday advisors, please don't hesitate to call us. We're more than happy to answer any questions or queries you may have and we can take your booking over the 'phone. Our holiday advisor team can be contacted on 01352 756 864 and our office hours are 9.00am to 5.00pm Monday to Friday.

PRICES AND BROCHURE & WEBSITE ACCURACY

We continuously look for the best possible flight prices from the UK to our holiday destinations, as these are continually changing. For many years holidaymakers have benefited financially by booking late but this trend has now been reversed and, to avoid increases in the holiday price due to increases in the air fare, early booking is recommended. The price is per person and is based on two people sharing a twin/double bedroom, unless otherwise stated. A handling fee of 2% will be added to all payments made by credit card. There is no fee for payments by debit card.

Please note that the holiday information and prices shown in our printed brochure may have changed by the time you come to book the holiday. Whilst every effort is made to ensure the accuracy of the brochure, website and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure that you check all details of your chosen holiday shown in our printed brochure (including the price) with us (directly or through your travel agent) at the time of booking. Our website is updated regularly.

OUR PRICE PROMISE - ABSOLUTELY NO SURCHARGES PRICE GUARANTEE

Once the price of your chosen holiday has been confirmed at the time of booking, subject to the correction of errors, the price of your holiday is fully guaranteed and will not be subject to any surcharges, irrespective of any subsequent fluctuation in currency exchange rates or increases in air fares or increases in any other costs.

AIRLINES

The Airlines we use on our holidays include Easyjet, Jet2, Ryanair, KLM, Thomsonfly, Monarch, BA, Flybe, Norwegian, Lufthansa, Vueling, Alitalia, Iberia and Aer Lingus. Your baggage allowance (subject to confirmation) is one suitcase usually between 15 - 23 kilograms (depending on the Airline) and one piece of hand-luggage per person (except City Breaks which are hand luggage only - suitcases can be booked at additional cost). Due to the ever changing nature of today's airline industry, the airlines we use for our holidays may change after your booking is made. Therefore the airlines and flight times shown in this brochure and on your confirmation are provisional and for guidance only. The confirmed airline, flight times and baggage allowances will be sent with your Travel Documents 7 - 10 days before departure. Please note that most airlines today do not include refreshments on European flights, but these can be purchased on board.

ONLINE CHECK-IN

Please note that with some airlines, including Jet 2, Easyjet and Ryanair, you have to check-in yourself online before departure. Other airlines only require you to give them your Advanced Passenger Information (these are your Passport details) before you go to the airport. This is very quick and easy to do yourself, and all you need is access to the internet and a printer. Full details of how to do this (if it applies to your flight) will be sent with your travel itinerary. If you don't have access to the internet, we are able to do this with some airlines on your behalf for an administration charge of £20 per person. When checking-in online some airlines offer you the possibility to upgrade your seat and/or reserve specific seats in advance at a supplement and payable direct to the airline.

FLIGHTS AND FLIGHT SCHEDULES

At the time of printing our brochure and website, not all airlines will have published their schedules. Even when published, airline schedules are subject to change. Therefore the flight times shown in our brochure, on this website and on your confirmation are provisional and for guidance only. We try to make this as accurate as possible from the start, however the timings or flight numbers can change several times before departure due to adjustments by the airline to their flight schedules, or if these flights become fully booked. The majority of the flights we use are direct.  However, if these flights do become full or above our budget we will use an alternative flight, which may be a connecting flight. We will inform you as soon as possible if there is a change which affects your departure by a significant amount of time. Final timings will otherwise be re-confirmed with your joining instructions and travel information, sent to you approximately 7 - 10 days before departure. All prices are based on air travel in economy/standard class.

AIRPORT TRANSFERS

We include return transfers from the airport to the hotel in the holiday price (except City Breaks). These transfers are usually by scheduled shuttle service which are operated by independent companies. Please note that we usually have clients arriving on several different flights and therefore there may be a wait on arrival until other flights have landed before the transfer to the resort. Your return transfer may also carry guests for more than one flight and this may affect your departure time from resort.

HOTELS: CATEGORIES AND SAFETY STANDARDS

Every country has a different system for awarding hotel categories/star ratings. As a general guide a 3 star family owned hotel will not have the more extensive facilities of a hotel with a higher category. The hotels do not necessarily have a lift and sometimes have steps/inclines for access. Bedrooms can sometimes be in a hotel's annexe. Air conditioning, where featured, is usually used from the end of June to early September. Please note that it is the requirements and safety standards of the local authorities, and not those of the UK, which apply and make up your holiday. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.

YOUR BEDROOM

All bedrooms are 'standard' rooms unless otherwise stated. En-suite bathrooms have a washbasin, WC and either a bath or shower. Twin bedrooms usually have two single beds. If requested, we may be able to allocate a double bed but this cannot be guaranteed. Hotels on the Continent do not usually provide tea making facilities in bedrooms. Seasoned travellers usually take a 'low wattage' travel kettle if they require this facility. Towels and soap, when provided, may not be of the same size or quality as those you would use at home.

BEDROOMS WITH THREE OR FOUR BEDS

Triple (3 beds) and family (4 beds) bedrooms are usually twin bedrooms with foldaway and/or bunk beds (which may not be suitable for adults). Putting an extra bed in a room may mean that space will be limited.

SINGLE BEDROOMS

A limited number of single bedrooms are available at most hotels. Please note that these may not be as large or in as good a position as a twin bedroom, even though a single supplement has to be paid.

ITALIAN HOTEL ROOM TAX

Some regional councils in Italy have introduced a room tax of between 1 Euro and 3 Euros per person per night, payable directly by the guest to the hotel on check-out. We will advise you in your Final Travel Documents or by our Tour Manager in resort if your hotel has to implement this charge.

RESORT INFORMATION AND FACILITIES

Our holidays visit busy cities, popular tourist destinations and international resorts and therefore at the hotels noise and disturbance can be expected from traffic, amusement parks, nightclubs, restaurants, airports and building works. Many of our holidays take place during the 'shoulder' and 'low' seasons. Therefore please bear in mind that from time to time certain facilities, including excursions, may be altered or withdrawn due to lack of demand, weather conditions, essential maintenance or other circumstances beyond our control. In coastal resorts in particular some of the shops, bars and restaurants may be closed or have limited opening times. Porterage is not included and the hotels we use don't normally have porters. If they do, a charge may be payable.

ITINERARIES AND INCLUDED & OPTIONAL EXCURSIONS

Maps featured are for guidance only and are not to scale and resort descriptions are intended to give a general overview of the attractions on offer. The itineraries are shown for each holiday but please note that events subsequent to the production of this brochure may occasionally cause us to amend itineraries and their timings. To help you in planning your holiday, we also indicate in the brochure the itinerary for included excursions which are provided as part of your holiday, and for optional excursions which are available at an extra cost. Please note that unless otherwise stated, excursions to cities and other places of interest are not guided tours and do not include any entrance fees. Excursions take you to a central point with time at leisure to explore at your own pace. In some locations a guided sightseeing tour may be offered as an optional activity at a reasonable charge if a guided sightseeing tour is not already included. All optional excursions are operated by local travel agencies and do not form part of your holiday with Mistral Holidays. Optional excursions are subject to local booking conditions and usually there is a requirement for a minimum number of participants for any excursion to operate. Many towns and cities throughout Europe now prohibit traffic in the "Old Town" centres and therefore some excursions or sightseeing tours take place on foot. For all holidays we will send you a final itinerary/ticket for your holiday 7 days before your departure. If you have not received your final itinerary/joining instructions 4 days before departure please contact us by telephone. Variations between the brochure itinerary and the final itinerary will not entitle you to compensation where such variations are a consequence of non-significant changes to your holiday. Changes to the advertised excursion programme are rare, but we do reserve the right to introduce new excursions or amend existing excursions.

PASSPORTS AND VISAS

Passports are required for everyone on continental holidays. Holders of British or EU passports do not require visas. If you haven't yet got a passport our recommendation is that you should apply for one at least 10 weeks before your holiday. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs in obtaining such documentation must be paid by you. If you or any member of your party is not a British citizen or hold a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you will travel. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

SPECIAL REQUESTS

If you have a special request you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot promise that any request will be complied with unless we have specifically confirmed this in writing. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your Confirmation or any other documentation is not confirmation that the request will be met.

FLIGHT DELAYS

We are unable to promise you that flights will never be delayed, as unfortunately delays sometimes still do occur. Any arrangements provided in the event of flight delay are provided at the sole discretion of the airline concerned. We recommend that your chosen holiday insurance company includes in the policy compensation for travel delay, or alternatively will allow you to cancel the holiday and claim a full refund from the insurance company. In the event of a major delay to the homeward journey, we will endeavour to delay the departure from your hotel.

EATING OUT, INCLUDED MEALS AND SPECIAL DIETS

Eating out is one of the great pleasures of any holiday abroad. From a family-owned bistro to a top class restaurant - you will find delicious food and prices to suit all pockets. Whilst most of our holidays include meals, it is without doubt very rewarding to have an occasional meal out. Included meals are shown on the holiday itinerary. Unless stated otherwise, breakfasts are 'continental' style (a simple affair with tea or coffee, rolls, butter and jam). Additional items such as fruit juice, cereals or eggs may be available at a supplement payable direct to the hotel. Main meals are either a buffet or a three course set 'table d'hote' menu, normally served at one sitting. Some hotel's may arrange for dinners to be taken in nearby restaurant. If your holiday includes meals, menus served in the hotel will generally provide more standard fare at an economical price, usually offering soup, salad or pasta to start, a main course of meat or fish served with vegetables, followed by a dessert of fruit, ice cream or cake. Dining room seating plans may mean that you will share a table with fellow guests. If on the first day you arrive late at the hotel, or depart early on the last day, dinner or breakfast may not be available. The hotels and restaurants we use can normally provide very simple vegetarian meals. Diets in most European countries are more meat orientated and hotels and restaurants on the Continent are not as familiar with vegetarian dishes as in the UK and you are likely to be served a salad or an omelette as an alternative to a meat or fish dish. Please let us know at the time of booking if you follow a vegetarian diet. We regret we cannot cater for other dietary needs e.g. sugar-free, low fat, gluten-free etc.

ACTIVITIES, FITNESS AND SPECIAL NEEDS

Many of our holidays are designed for those who want to see and do as much as possible, sometimes in a short space of time, whilst visiting another country and feature itineraries and activities that need a reasonable level of fitness. This can sometimes mean lengthy periods of travel and excursions which involve walking. Some hotels have steps and/or inclines for access or are on narrow roads. At these hotels our coaches sometimes also have to stop some distance away. Bookings are accepted on the understanding that all persons travelling are normally in good health, and physically equal to the chosen holiday programme. Whilst we accept bookings from people with disabilities we must point out that some degree of mobility is necessary to gain full enjoyment from our holidays. If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before making your booking so that we can advise on the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline/cancel their reservation. We would ask passengers affected by mobility be accompanied by an able-bodied person who can provide the necessary assistance when boarding and walking to the coach or hotel(s). We are happy to carry folding wheelchairs (subject to space being available on the aircraft), but you must tell us at the time of booking. We regret that we are unable to carry mobility vehicles or battery powered wheelchairs.

NATIONAL AND/OR LOCAL HOLIDAYS

If during the course of your holiday there is a National or Local holiday then shops, museums/monuments and banks may be closed.

DATA PROTECTION POLICY

In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide on the booking form such as name, address, any special needs/dietary requirements, etc. We have appropriate security measures in place to protect this information. We must pass the information on to the relevant suppliers of your holiday arrangements such as hotels, coach and ferry companies, etc. If we cannot pass this information to the relevant suppliers, we cannot provide your holiday. In making a booking with us, you consent to this information being passed on to the relevant persons. The information may also be provided to public authorities such as Customs/Immigration if required by them, or as required by law. We may also use it to inform you of future holidays or send you brochures. If you do not wish to receive such offers from us in the future, please let us know. We will confirm the details we have on record about you on request.

Please note: Telephone calls may be recorded for training/security purposes and to ensure we provide a high level of service.

MINIMUM NUMBERS

All holidays are subject to minimum numbers and occasionally we do not receive sufficient bookings to run an individual holiday date. If unfortunately we are forced to cancel a holiday for this reason we will do so before the date that your balance payment is due. Wherever possible, we will always try our very best to offer you a suitable alternative holiday.

HEALTH, INOCULATIONS AND EHIC CARD

No inoculations are required for travel on these holidays. For up to date health and travel advice, check with your GP or visit www.dh.gov.uk/travellers. You will need a European Health Insurance Card (EHIC) to receive any required healthcare during a visit to an EU country or Switzerland. We strongly recommend that you have a valid EHIC in addition to your Holiday Insurance.

HOLIDAY INSURANCE

Please see Paragraph 7 below.

TERMS AND CONDITIONS - AIR HOLIDAYS TO EUROPE 2017

These Mistral Holidays Booking Conditions spell out our obligations to you and your commitments to us when you book a holiday with us and, together with the information contained in the Essential Information / Holiday FAQ's, forms the basis of our contract with you.

You should read and ensure you understand them (raising any queries you may have with us) before asking us to confirm your booking. We draw your attention to the following: Section 4 (THE PRICE OF YOUR HOLIDAY); Section 8 (CHANGES AND CANCELLATION BY US); Sections 19 and 20 (FLIGHT DELAYS and FLIGHTS); Sections 10, 11 and 12 (OUR ASSURANCE ON STANDARDS AND ASSUMPTION OF LIABILITY; OUR COMPLAINTS PROCEDURE and IF YOU HAVE A COMPLAINT); Sections 2 and 15 (DEPOSITS AND PAYING THE BALANCE OF YOUR HOLIDAY and SPECIA REQUESTS); Section 8 (CHANGES AND CANCELLATION BY US); Section 6 (IF YOU CANCEL YOUR BOOKING); Section 7 (HOLIDAY INSURANCE); Section 13 (YOUR BEHAVIOUR). If you are booking a late/special offer holiday, any extra information and conditions that apply to the late/special offer holiday will also be part of your contract. If in doubt, you should check with your Travel Agent or us; Section 19 FLIGHTS AND FLIGHT TIMINGS.

Please note that we reserve the right to refuse a booking at our discretion without giving any reason for such refusal. In such circumstances, any deposit or other payment received by us will be returned to you and any ATOL certificate provided shall be cancelled.

Where in these Booking Conditions we refer to "we", "us" and "our", this means Mistral European Holidays Ltd trading as Mistral Holidays. References to "you" and "your" means all persons (or any of them) named on the booking (including anyone who is added or substituted at a later stage). "Travel Agent" means a travel agent authorised by us.

These Booking Conditions only apply to air holiday arrangements to Europe which you book with us in the United Kingdom and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these Booking Conditions to "holiday", "booking", "contract", "package", "tour" or "arrangements" means such holiday arrangements.

1. MAKING YOUR BOOKING

To make a booking you can contact us in several ways; directly over the telephone, via our website or through an approved Travel Agent. The party leader must be 18 years old or over and must be authorised to make the booking and accept these terms and conditions on behalf of everyone in their party and their parent or guardian for all party members who are under 18 years old when the booking is made. By making the booking, the party leader confirms that he/she is so authorised. The party leader is responsible for making all payments due to us, as referred to in clause 2 below. Once we have received all appropriate payments, we will, subject to availability, confirm your holiday by issuing a confirmation invoice. This invoice will be sent by post to the party leader or your Travel Agent. Prior to doing so, we or the Travel Agent may send you an acknowledgement of your booking and you will also be provided with an ATOL certificate - see clause 18 "Your Financial Protection" for more details. Any such acknowledgement or ATOL certificate simply confirms that we are dealing with your booking request and is not a confirmation of it.

Please check this Confirmation/Invoice carefully as soon as you receive it and that each name is exactly as stated in the relevant passport. Please also check that all information which appears on the Confirmation/Invoice or elsewhere is correct and complete. If any information which appears on the Confirmation/Invoice or elsewhere appears to be incorrect or incomplete, please contact us or your Travel Agent immediately (and in any case within 10 days of receipt of the Confirmation (within 5 days for flights)). This will help us to make the changes you need. We will do our best to rectify any mistakes notified. However, if you delay in informing us of these, it may not be possible to correct them later. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.

2. PAYMENT

In order to confirm your chosen holiday, a deposit of £150 per person (or full payment if booking within six weeks of departure) must be paid at the time of booking. Please note that all payments made on a Credit Card (whether deposits, part payments or final balances) will be subject to a credit card fee of 2%. There is no charge for Debit Cards. The balance of the holiday cost must be received by us not less than 4 weeks prior to departure. This date will be shown on the confirmation invoice. Reminders are not sent. If we do not receive all payments due 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 shown in clause 6 depending on the date we reasonably treat your booking as cancelled. All monies paid to one of our authorised travel agents for your holiday with us will be held on our behalf until they are paid to us or refunded to you.

3. YOUR CONTRACT

A binding contract between us comes into existence when we send by post our confirmation invoice to the party leader or your travel agent or, if you make a flight booking by telephone, when we verbally confirm. Where you book through our website, any electronic acknowledgement of your booking is not a confirmation of it. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with under the ABTA Alternative Dispute Resolution scheme (see clause 12) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply). Changes to these Terms and Conditions or the Essential Information will only be valid if agreed by us in writing.

4. THE PRICE OF YOUR HOLIDAY

Prices shown on this website are believed correct at the time of publication. Prices found in our brochure may differ from those displayed on the website, and certain offers advertised on this website may not be available in the brochure. We reserve the right to change the prices of holidays from time to time. Accordingly, it is possible that when you book your holiday the actual price may have gone up or down from the advertised price. If the price of your holiday has changed, the correct price will be confirmed before you book. We reserve the right to correct errors at any time prior to the price being confirmed at the time of booking. Prices for Continental holidays are based on an exchange rate of £1 to 1.38 Euros. Once the price of your chosen holiday has been confirmed at the time of booking, subject to the correction of errors, the price of your holiday is fully guaranteed and will not be subject to any surcharges. Please note, changes and errors occasionally occur. You must check all details of your chosen holiday at the time of booking.

5. CHANGES BY YOU

Should you wish to make any changes to your confirmed holiday, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee of £10 per amendment will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers.

6. CANCELLATION BY YOU

Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing sent by Recorded or Special Delivery. Your notice of cancellation will only be effective when it is received in writing by us at our offices. As we incur costs from the time we confirm your booking, the following cancellation charges will be payable:

Cancellation received by us: Cancellation Charge

a) more than 28 days before travel: Loss of deposit

b) between 27 - 16 days before travel: 60% or deposit if greater

c) 15 - 9 days before travel: 75% or deposit if greater

d) Less than 9 days before departure: 100%

Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding any amendment charges.  Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling. Depending on the reason for cancellation, you may be able to reclaim these cancellation charges under the terms of your insurance policy. Claims must be made directly to your insurance company. Where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.

If any member of your party is prevented from travelling, that person may transfer their place to someone else (introduced by you) providing we are notified not less than one week before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result, together with an amendment fee of £20, must be paid before the transfer can be effected. As most airlines do not permit name changes after tickets (or in the case of airlines which do not issue paper tickets, electronic confirmations) have been issued for any reason, these charges are likely to be the full cost of the flight.

7. TRAVEL INSURANCE

Adequate and valid travel insurance is compulsory for each member of your party and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance for your booking by the date of departure. You are responsible for ensuring that the insurance cover you purchase is suitable and adequate for the particular needs of you and your party but it should at a minimum cover the cost of cancellation of the holiday by you and assistance (including medical costs and repatriation) in the event of accident or illness overseas, as well as compensating you for injury, delays or loss of baggage and personal possessions.  You must advise us of the details of your own insurance including the name of the insurer and the policy number as soon as possible. We do not check insurance policies. Please take the policy with you on holiday. Clients in breach of this condition will be deemed to have indemnified the Company for any loss incurred by the Company as a result of such breach and such costs will be redeemable from them.

8. CHANGES AND CANCELLATION BY US

We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochures and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

Most changes are minor. Occasionally, we have to make a "significant change". A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major affect on your holiday. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time or overall length of time you are away of 12 or more hours, a change of UK departure airport to one which is more inconvenient for you and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether. If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-

(a) (for significant changes) accepting the changed arrangements

(b) purchasing an alternative holiday from us, of a similar standard to that originally booked, if available. We will offer you at least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper

(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us except any amendment fees, which are non refundable.

Please note, the above options are not available where any change made is a minor one.

If we have to make a significant change or cancel, we will as a minimum where compensation is due pay you the compensation payments set out in the table below, depending on the circumstances and when the significant change or cancellation is notified to you, subject to the following exceptions;  Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or where we have to cancel because the minimum number of persons required to operate your holiday has not been reached – in this case we will notify you by the deadline specified.

Period before departure a Significant Change or Cancellation is notified to you: Compensation

i) More than 28 days: Nil

ii) 27 - 15 days: £20

iii) 14 - 0 days: £30

No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these terms and conditions entitling us to cancel (such as paying on time) or if the change made is a minor one. A minor change is any change which, taking account of the information you have given us at the time of booking or which we can reasonably be expected to know as a tour operator, we could not reasonably expect to have a significant effect on your confirmed holiday. Very rarely, we may be forced by "force majeure" (see clause 9) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.

Minimum Numbers: We regret we can only operate each of the holidays shown on our website or in our brochures if a sufficient number of people book them. If there is insufficient demand, we have the right to cancel the holiday in question. If we have to do so, we promise we will tell you no later than the date the balance of your holiday price is due. In this situation, you will then have the choice of the options shown in this clause. If possible, we will endeavour to offer you the same holiday departing on a different date. Where we cancel for lack of numbers in accordance with this paragraph, no compensation or other amounts (for example, the cost of any connected travel arrangements you have made independently) will be payable.

9. FORCE MAJEURE

Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 10(2) below) as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

10. OUR LIABILITY TO YOU

(1) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(2) 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.

(3) Please note, we 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 supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them and any excursion you purchase in resort. Please also see clause 16 "Excursions, activities and brochure information". In addition, regardless of any wording used by us on our website, in any of our brochures 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.

(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question.

(5) As set out in these booking conditions we limit the maximum amount we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £1500 per person affected unless a lower limitation applies to your claim under this clause or clause 10(6) below. For all other 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 twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 10 (6) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(6) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended or unamended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens convention for international travel by sea). Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question. Copies of the applicable International Conventions and Regulations are available from us on request.

(7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.

11. COMPLAINTS AND PROBLEMS

In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our representative and/or the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative and the supplier as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the party leader should write to us. If you fail to follow this simple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or even lost as a result.

12. ALTERNATIVE DISPUTE RESOLUTION

We are a Member of ABTA, membership number V0669. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com.

13. BEHAVIOUR

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. Smoking or the consumption of alcohol is not allowed on coaches. When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions.

14. CONDITIONS OF SUPPLIERS

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 10 (6)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

15. SPECIAL REQUESTS AND MEDICAL PROBLEMS / DISABILITIES

If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless we have specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests. If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

16. BROCHURE, OTHER INFORMATION AND EXCURSIONS

The information contained in our brochure and on our website is correct to the best of our knowledge at the time of publication but may change or occasionally contain errors. If any part of these Booking Conditions is found to be unfair or unreasonable, the remaining terms will still be valid. We may provide you with information (in our brochure, on our website and/or when you are on holiday) about excursions which are usually available to purchase whilst you are away. These excursions are organised and run by local operators who are entirely independent of us. They are not operated, supervised or controlled in any way by us. Where they are booked through your tour manager, we act only as booking agent for the local operator concerned. Your contract for the excursion will be with the local operator. They do not form any part of your contract with us or of the holiday you book with us in the UK. We cannot accept any liability on any basis in relation to any such excursions and the acceptance of liability contained in clause 10(1) of our booking conditions will not apply to them. In any event, our liability is limited to a refund of the cost of the excursion if we are found to have any responsibility for the same on any basis. We do not, however, exclude or limit liability for the negligence of ourselves or our employees resulting in your death or personal injury. We cannot guarantee accuracy at all times of information given in relation to any excursion or about the resort/area you are visiting generally (except where this concerns the services which will form part of your contract with us) or that any particular excursion which does not form part of our contract will operate as advertised or at all and we have no control over such information / services.

17. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

The passport, visa and health requirements applicable at the time of printing to British citizens for the holidays we offer are shown in our brochure. A full British passport presently takes approximately 2 to 6 weeks to obtain. If you or any member of your party hasn't yet got a passport, you should apply for one at least 10 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. Requirements may change and you must check the up to date position in good time before departure with the Embassy or consulate of the country(ies) you are travelling through and to. Information on health is contained in the Department of Health leaflet T7 (Health Advice for Travellers) available from the Department of Health on 0870155455 or via its website on www.dh.gov.uk and most Post Offices. For holidays in the EEA you should obtain an EHIC (European Health Insurance Card) prior to departure. It is the party leader's responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If you or any member of your party is not a British citizen or holds a non British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

18. ATOL PROTECTED - YOUR FINANCIAL PROTECTION 

The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from this website and for your repatriation in the unlikely event of our insolvency. We provide this security by way of an ATOL (number 6900) administered by the Civil Aviation Authority. When you buy an ATOL protected flight inclusive holiday from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren't able to 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 these 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). If we, or the 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 Tustees 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.

19. FLIGHTS AND FLIGHT TIMINGS

In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a "Community list" which contains details of air carriers that are subject to an operating ban with the EU Community. The Community list is available for inspection at

http://europa.eu.int/comm/transport/air/safety/flywell_en.htm.

In accordance with EU Regulations we are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. We are not always in a position at the time of booking to confirm the flight timings or the airline which will be used in connection with your flight. The flight timings and airline shown on this website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your travel itinerary which will be despatched to you approximately 7 - 10 days before departure. You must accordingly check your itinerary very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after itineraries have been despatched - we will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.  If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we / the carrier are unable to offer you a suitable alternative the provisions of clause 8 (Changes and cancellation by us) will apply.

20. DELAY

We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure or en-route. Any airline concerned may however provide refreshments. We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 (2) of these booking conditions (which includes the behaviour of any passenger(s) on a flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements.

21. DENIED BOARDING REGULATIONS AND FLIGHT DELAY COMPENSATION

If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline in circumstances which would entitle you to claim compensation against the airline under EC Regulation No 261/2004 - the Denied Boarding Regulations 2004, you must pursue the airline for the compensation due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under the Denied Boarding Regulations. If you are dissatisfied with the provision of services provided by the airline during your delay and wish to contact the regulator, please note that within the UK the Civil Aviation Authority is responsible for enforcing these regulations: Contact: Complaints, Civil Aviation Authority, CAA House, 45- 59 Kingsway, London, WC2B 6TE. Additionally, if your airline does not comply with these rules you can also contact the Air Transport Users' Council by telephone on 020 7240 6061 or via their website at www.auc.org.uk

These booking conditions replace all previous issues. © MB Law Solicitors and Mistral European Holidays Ltd.

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