ESSENTIAL INFORMATION & BOOKING CONDITIONS - EUROPEAN COACH HOLIDAYS

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 "Coach 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 confirming 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.

FINANCIAL SECURITY

 We are a member of the Association of British Travel Agents (ABTA No. V0669). This means your money will be refunded or you will be brought back to the UK if already abroad in the unlikely event that your holiday cannot be provided due to our insolvency.

PRICES, CHILD DISCOUNTS AND BROCHURE & WEBSITE ACCURACY

We continuously look for the best possible prices in our holiday destinations. 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 fuel or currency exchange costs, 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.

On some holidays we offer a discount on the basic holiday price to children. Childrens prices (if available) are shown in the price box, together with the age up to which the discounted price applies. This childrens discount will only be given when children are sharing accommodation with two full fare paying passengers.

The only coach holidays on which we will carry infants under 3 years old are those that include a visit to Paris Disneyland. French law states that infants must have a coach seat and a nominal charge is made by us for this. Any charges for a cot (if available), meals and all other costs are to be paid direct to the hotel/establishment concerned. To obtain these discounts you must advise us, at the time of booking, the exact age (on the day of departure of the holiday) of those children for whom you are claiming the discount. If this information is not given to us at the time of booking, we reserve the right to charge our standard administration fee should a confirmed booking require amendment. Proof of age may be requested, either at the time of booking or by our checking, on departure, the Passport of the children for whom the discount has been claimed.

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.

ACCOMMODATION, HOTEL CATEGORIES AND SAFETY STANDARDS

Every country has a different system for awarding hotel categories/star ratings. As a general guide, a 2 star or family owned hotel will not have the more extensive facilities of a hotel with a higher category. Whereas a hotel could well be given 2 stars in one country, the same hotel could be awarded 3 or 4 stars in another country and vice versa. The hotels do not necessarily have a lift and sometimes also have steps/inclines for access. Bedrooms can sometimes be in a hotels annex. Please note it is the requirements and safety standards of the country in which any services are provided, 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. We use the term “Hotel” throughout our brochure and the meaning of this includes but is not limited to Gasthofs, Pensions, Motels and Inns.

YOUR BEDROOM

Bedrooms with private facilities means that the bathroom has washbasin, W.C. 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 ‘mini 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 or 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 on most holidays. There is usually a supplement to be paid (see price page), even though single bedrooms may not be as large or in as good a position as twin bedrooms.

SAVE THE SINGLE SUPPLEMENT

If you are travelling alone but do not wish to pay the single supplement, on many of our holidays you can book a ‘single share’ bedroom. We will then allocate to you a twin bedroom to share with another single (same sex) traveller. If we do not have another single person to share with you, the single supplement will be paid by us.

INCLUDED MEALS & SPECIAL DIETS

Any included meals are shown on the holiday itinerary. 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. Evening meals are usually a three course set menu (Table d’Hote), normally served at one sitting. Some hotels may arrange for dinners to be taken in a nearby restaurant. Food is always very much a personal matter of taste and preference. The majority of our hoteliers serve simple, but good quality, food of the local region, which is often different to British cuisine. If you arrive late at the hotel or depart early, meal arrangements may be adjusted.
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 dietry needs e.g. sugar-free, low fat, gluten-free, etc.

YOUR JOURNEY - Our coaches

We know how important the coach is for the enjoyment of your holiday and that safety is of paramount importance. Therefore we only use coaches from reputable British Coach Companies. All coaches have forced-air ventilation and a full PA system. Coach seating plans are arranged close to the departure date, enabling us to seat family and friends as close together as possible. Your reserved seat numbers, which you retain throughout the holiday, are notified to you with your travel tickets. On occasion we may use a ‘feeder’ vehicle, such as a mini bus or taxi, to take you to join the main coach. On these occasions your allocated seat number does not apply until you join the main tour coach. Please also note that ‘feeder’ vehicles are not of the same standard or size as the main coach.

No smoking on our coaches
Rest stops are made at various intervals during journeys so that smokers are not unduly inconvenienced.


Departure points, timings and delays
Departure points are usually subject to a minimum number of six passengers. The departure point you request at the time of booking will be shown on our invoice and is subject to amendment. In the event of insufficient numbers at your requested departure point, you will be asked to make your own way at your own cost to the nearest departure point which is operating and will be within 15 miles of your requested departure point. Your confirmed departure point will be advised with your final itinerary/ticket, which is issued 7 days before departure. Departure and arrival times on the first and last days of our European Holidays depend on how far you have to travel to and from the Ferry Port. Coaches are scheduled to depart early enough in the morning, or sometimes the evening before, to allow sufficient time to connect with the ferry. It is not usually possible to give timings in this brochure but, for your guidance, provisional departure and return times may be obtained from our reservations staff. We do emphasise, however, that all timings are provisional and we can accept no responsibility, financial or otherwise, for any subsequent changes. Your confirmed departure time will be advised with your final itinerary/ticket, which is issued 7 days before departure.
We do allow in our schedule sufficient time for stops en-route to the port. Sometimes, however, traffic congestion or poor weather conditions can cause delays resulting in our not being able to make a refreshment stop en-route to the port. It is for this reason that we advise you to take a snack or drink with you on departure. We may also have to pick up clients in other areas en-route to the port. Whilst we endeavour  at all times to maintain the scheduled itinerary, events beyond our control such as traffic congestion and adverse weather, can unfortunately lead to unforeseen delays. On these occasions, amendments to the itinerary and also the days of operation of excursions may become necessary. We regret we are not in a position to offer meals or any other assistance in the event of a delay. Your holiday insurance will, subject to the terms of the policy, pay compensation for a delay exceeding 12 hours at the point of departure.

CHANNEL CROSSINGS

Unless shown otherwise in the holiday itinerary, Channel crossings are by ferry from Dover to Calais. We may occasionally have to change to Eurotunnel.

LUGGAGE ALLOWANCE

Your luggage allowance is one medium suitcase per person with a maximum weight of 20 kilos plus any hand luggage you may wish to carry with you in the coach. We are happy to carry folding wheelchairs, but please tell us in advance. Porterage at the hotels is not included and the hotels we use don’t normally have porters. When packing your luggage, please do remember that it is you who will have to carry it. Your luggage is at all times your own responsibility and we would ask you to ensure that it is loaded into your coach both on departure and when leaving the hotels.

ITINERARIES AND EXCURSIONS

The itinerary for your holiday is shown in the enclosed brochure. 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. Optional excursions are subject to a minimum number of participants. 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.

RESORT FACILITIES

A great deal of care is taken to accurately present resort information and facilities as known to us at the time of going to press. Please bear in mind however that certain facilities and excursions may not be available due to weather conditions, essential maintenance, lack of demand or circumstances beyond our control. Our tours 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.

PASSPORTS AND VISAS

Passports are required for everyone on continental holidays. Holders of British or EC 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. 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. 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.

HEALTH REQUIREMENTS

At the time of printing there are no requirements for inoculations on continental holidays. You should however refer to your doctor for up to date information and obtain a copy of the Department of Health Leaflet T6, “Health Advice For Travellers”,  which is available from local Department of Health Offices and most Post Offices. We also strongly recommend that you obtain a European Health Insurance Card from the Post Office for reciprocal medical treatment within the EU.

SPECIAL REQUESTS

If you have a special request you must advise us at the time of booking and clearly note it on your booking form. 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.

HEALTH, FITNESS & 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. 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, but we regret that we are unable to carry mobility vehicles or battery powered wheelchairs.

HOLIDAY INSURANCE

Please see paragraph 8 below.

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. The dates of these holidays varies from country to country. For more information on these dates, we would ask you to contact the National Tourist Board of the country or countries you are visiting on the holiday.

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. Telephone calls may be recorded for training/security purposes.

MINIMUM NUMBERS

All holidays are subject to a minimum number of participants. There is a deadline of two weeks prior to departure for deciding if sufficient passengers have booked for the holiday to operate. In the event that the minimum numbers have not been reached, we reserve the right to cancel the holiday and to refund all monies paid.

 

BOOKING CONDITIONS

In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) and “we”, “us” and “our” means Mistral European Holidays Ltd.  

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. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 14 days of our sending it out (5 days for tickets). 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 (or full payment if booking within two weeks of departure) must be paid at the time of booking. The balance of the holiday cost must be received by us not less than 2 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.

3.    YOUR CONTRACT

 A binding contract between us comes into existence when we despatch our confirmation invoice to the party leader or your travel agent.  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 Arbitration 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 Booking Conditions or the General Information shown in our brochure will only be valid if agreed by us in writing.  

4.    THE PRICE OF YOUR HOLIDAY

We reserve the right to increase or decrease the prices of unsold holidays at any time. The price of your chosen holiday will be confirmed at the time of booking. 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.  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 insurance premiums and amendment charges. Insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

Period before departure   
within which written    
notification of cancellation
is received by us…
Cancellation charge per
person cancelling…
More than 15 days Loss of Deposit
15 - 9 days 60% or deposit or greater
Less than 9 days 100%

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. 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 £10 must be paid before the transfer can be effected.  

7.    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 brochure 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 twelve or more hours 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. 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 require to operate your holiday has not been reached. – in this case we will notify you by the deadline specified.  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 booking 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.

Period before departure a
Significant Change or
Cancellation is notified
to you
 Compensation per person
More than 15 days Nil
15 - 8 days £20
7 - 0 days £30

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.

8. HOLIDAY 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 travel 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.

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 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

Smoking or the consumption of alcohol is not allowed on coaches. If you ignore this rule, you will be liable to meet and must indemnify us for any claims (including all legal costs incurred by any party) made by any other passenger or third party relating to any inconvenience, damage, distress or disappointment suffered as a result of your actions. If you refuse to stop smoking or drinking alcohol when requested to do so, we have the right to terminate your holiday as set out below.
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.
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.

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.    EXCURSIONS, ACTIVITIES AND BROCHURE INFORMATION  

The information contained in our brochure is correct to the best of our knowledge at the time of the brochure going to print but may change or occasionally contain errors.
We may provide you with information (in our brochure and/or when you are on holiday) about excursions which are usually available to purchase whilst you are away.
Some of 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.    FINANCIAL SECURITY

We are a member of ABTA (ABTA number V0669).
In the unlikely event of our insolvency, ABTA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ABTA website at www.abta.com

19.    DELAY

We regret we are not in a position to offer you any assistance or refreshments in the event of delay at your outward or homeward point of departure or en-route.
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.

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.

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