Terms and Conditions
1. YOUR CONTRACT WITH US
To confirm a booking, the party leader accepts the following terms and conditions on behalf of all party members and will be our sole point of correspondence and contact. Please read them carefully as they set out and explain the responsibilities and obligations undertaken by all parties when booking with us.
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with exclusively by the Courts of England and Wales only (if not referred to Arbitration under clause 10B below). You may, with our consent, choose the law and jurisdiction of Scotland or Northern Ireland if you permanently reside in those places and if you wish to do so. Please note, changes to these Booking Conditions will only be valid if expressly agreed by us in writing.
2. FINANCIAL SECURITY
When you buy an air package or flight from us, we provide security by way of a bond held by the UK Civil Aviation Authority under ATOL number 9083. This means that in the unlikely event of our insolvency, the CAA will (i) arrange to refund any money you have paid to us for any tour that is yet to commence, or (ii) if you have already commenced your tour, provide you with transportation back to the UK should you require it. For further information, visit the ATOL website at www.atol.org.uk. The price of the flight inclusive arrangements mentioned above includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Please ensure you retain your booking confirmation as evidence of cover and value.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that our clients pay for the package tours sold by us and for their repatriation in the unlikely event of our insolvency. For package holidays that do not include travel by air, we provide this security by way of a bond held by ABTA. We are a member of ABTA, membership number Y5242. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
If you book arrangements other than a package tour (as defined by The Package Travel, Package Holidays and Package Tours Regulations 1992,) the financial protection referred to above does not apply.
This will not cover any monies paid for Travel Insurance or for transportation that is not UK originating.
This protection only applies to the extent that cover is not provided by other such arrangements in place under regulations applicable in the country in which the booking is made if outside the UK.
Your Financial Protection
When you buy an ATOL protected flight or 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, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are 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 those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
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 Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.”
3. BOOKING AND PAYING FOR YOUR TOUR
A confirmed booking is made with us when you pay us a deposit in accordance with the time scales set out below and when we issue you with a booking confirmation. A binding contract will only come into existence once we have issued you with a booking confirmation that will confirm the details of your booking/contract and will be sent to you. Upon receipt, if you believe that any details on the confirmation (or any other document) are wrong you must advise us immediately as changes cannot be made later and in any event, we will not be responsible for any loss or agree any compensation if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).
The balance of the cost of your arrangements (including any applicable surcharge) is due in accordance with the time scales set out below. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out below will become payable.
Where a provisional booking is made and a holding deposit is paid to us, the party leader accepts our booking terms and conditions subject to the conditions below and agrees to the deposit schedule below. Whilst, we will endeavour not to change prices, supplier costs may change between provisional and your confirmed booking and within this period, we reserve the right to change the price by any amount at any time. If you do not want to accept the change, you can cancel subject to the terms and conditions.
4. PRICES AND SURCHARGES
All prices that we advertise are correct at the date published and prices on our website are updated regularly. Prices are obtained from suppliers in advance and may have changed by the time you come to book your tour. Although we make every effort to ensure the accuracy of the Website information and prices, we cannot guarantee it. We reserve the right to change advertised prices at any time and to correct any errors in advertised and confirmed prices.
Before you make a booking, we will give you the up-to-date price of your chosen tour including the cost of any supplements, upgrades or additional facilities which you have requested.
For student groups, our prices are applicable to for pupils up to 18 years of age. If your party consists of students over 18 years of age, please advise us at the initial enquiry stage. An adult supplement is applicable for clients over 18 years of age at time of travel. Additional adults in excess of the free places offered can normally be accepted at a supplement charge quoted by our office.
The price of your travel arrangements was calculated using exchange rates quoted in the “Financial Times Guide to World Currencies” on 17th November 2017 in relation to the following currencies: £1 to EURO 1.1206, Swiss Franc 1.3066, USD $1.3219.
Once the final price of your arrangements has been confirmed, no amendment will be made to it unless it is to make a correction to an error, or if our costs change as a result of an increase or decrease in transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports or as a result of any changes in the exchange rates which have been used to calculate the cost of your arrangements. Only if the amount of the increase in our costs exceeds 2% of the total cost of your arrangements (excluding insurance premiums and amendment charges), will we make an additional charge. Please note, there will be an administration charge of £1 per person.
If any additional charge is greater than 10% of the cost of your arrangements (excluding insurance premiums and any amendment charges), you will be entitled to choose one of options (a), (b) and (c) as set out in clause 7. If you do not inform us of your choice within 14 days from the issue date printed on our additional charge invoice, we are entitled to assume that you will pay the additional charge. Any additional charge must be paid with the balance of the cost of the arrangements or within 14 days of the issue date printed on the additional charge invoice, whichever is the later. We will not levy an additional charge nor make a refund within 30 days of departure.
Should the price of your Tour go down due to the changes mentioned above, by more than 2% of your Tour cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
5. IF YOU CHANGE OR CANCEL YOUR BOOKING
If you wish to cancel or amend all or part of your booking, the party leader must advise us in writing by recorded letter or email as soon as possible. A cancellation or amendment is only effective when received in writing by the company. Please note that certain travel arrangements (e.g. flight/rail tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangement.
Whilst we will do our best to assist, we cannot guarantee that we will be able to meet any requested change or addition. Where we can meet a request, all changes and additions will be subject to payment of any applicable rate changes, and an amendment fee as detailed below together with any extra costs incurred by ourselves and any extra costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
Tours by coach: Additions and changes to your party are usually possible up until the day before departure; however you must always check with us first by contacting us. Any alterations made by you within 12 weeks of departure will incur a fee of £25 per amendment and will also be subject to charges mentioned above.
Tours by air: For tours by air, it is the party leader’s responsibility to ensure that all names are given in full and exactly as shown on the individuals’ passport. We do not accept any responsibility for incorrect/abbreviated names submitted to us and any subsequent amendments will be dealt with as a name change and will incur the applicable charges. This information is requested and required at a very early stage in the booking to secure flight seats. Most airlines do not allow name changes after tickets have been issued or in the case of some carriers once names have been received. In this instance, the charge is usually the full cost of the flight.
If your invoice settlement is overdue at the time of requesting a name change this must be paid in full before the change can be made. Any charges or payments must be made before any amendments can take effect.
Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below (the cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling).
If the number of adults in your party accounts for 20% or more of your party or if any cancellation reduces the number of paying members for a particular tour (including free places), we reserve the right to re-cost the price of your tour and the invoice will be adjusted accordingly for all remaining group members. 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. No refunds will be given for passengers not travelling or for unused services.
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you) providing we are notified not less than twelve weeks before departure and you pay an amendment fee and meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers. If you are unable to find a replacement, cancellation charges as set out will apply.
6. CUTTING YOUR TOUR SHORT
If you choose or are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your tour and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, you will not be entitled to any refund for that part of your Tour not completed, or be liable for any associated costs you may incur.
7. IF WE CHANGE OR CANCEL YOUR BOOKING
We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in our published information both before and after bookings have been confirmed, and we may have to cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. Most changes are minor such as changes to the overseas airport, airline, aircraft, ferries or coaches used, changes to departure times of less than 12 hours or the withdrawal of certain facilities. Occasionally, we have to make a significant change which include 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 resort 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; and a change of UK departure point (except as between Heathrow, Gatwick, Stansted or Luton and instances where we offer connecting transportation). All other changes are minor.
If we have to make a significant change or we have to cancel, we will tell you as soon as possible, and if there is time to do so before departure, we will offer you the choice of the following options:-
a) accepting the changed arrangements or
b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or
c) cancelling, in which case you will receive a full and quick refund of all monies you have paid to us.
If we have to make a significant change or cancel on or after the date when the balance of your holiday cost becomes due we will pay you compensation as set out in Table C below 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. No compensation will be payable if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (eg if you fail to pay on time). In all cases, our liability for significant changes and cancellations is limited to the above mentioned options and, where applicable, compensation payments as in Table C. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. No compensation is payable for minor changes or where we make a significant change or cancel on or before the date when the balance of your holiday cost becomes due. Very rarely, we may be forced by Force Majeure (see below) 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.
Force Majeure – except where otherwise specified in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by reason of circumstances amounting to ‘”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, riots, civil strife, actual or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events beyond our control.
8. FORCE MAJEURE
We regret that we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by events or circumstances amounting to ‘”force majeure”. In these booking conditions “force majeure” means any event the consequence of which we or the supplier of the service(s) affected could not, even with all due care, foresee or avoid. Such events may include but are not limited to war or threat of war, riots, civil strife on any scale, actual or actual threatened terrorist activity, industrial dispute, manmade or natural disaster, adverse weather conditions, pandemic and all similar events beyond our control.
9. LIABILITY AND RESPONSIBILITY
We will take reasonable skill and care to properly perform our contractual obligations to you and if you prove that we or any of our suppliers have failed to perform our duties with reasonable skill and care and that you have suffered loss as a result, you may, subject to these terms and conditions be entitled to compensation from us.
(1) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description which results from:
(a) the act(s) and/or omission(s) of the person(s) affected;
(b) the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) Force Majeure as defined in clause 8 above or unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which either ourselves, our employees, agents or suppliers and subcontractors could not, even with all due care, have foreseen or forestalled.
In the event of (b), (c) and (d) above, we will nevertheless provide you with reasonable assistance should you require it but reserve the right to pass on any charges we incur.
(2) The services and facilities included in your Tour will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply, or, if there are no applicable local regulations, if they are reasonable when compared to the local standards or customary practice of the service or facility in question. The fact that services or facilities do not comply with local or UK guidance or advice shall not mean that the services or facilities in question have not been provided with reasonable skill and care.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause as follows:
(e) loss of and/or damage to any luggage or personal possessions and money,
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 limited to the excess amount payable under the Insurance policy we offer per person affected. You are required to have taken out adequate insurance at the time of booking.
(f) Claims not falling under (a) above or involving injury, illness or death
The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party proves you have not received any benefit at all from your booking.
(g) Claims in respect of international travel by air, sea and rail, or any stay in a hotel
i. The extent of our liability will in all cases be limited to the same extent as if we were carriers under the appropriate Conventions, Directives and Regulations, which include but are not limited to The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices or obtain them on the Internet. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ are incorporated into this contract and will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge and agree that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of
Carriage’ shall be deemed to be included by reference into this contract.
ii. In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, reimbursement, in such cases, is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment to you by the airline will be deducted from this amount.
iii. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any supplier or the transport provider or hotelier for the complaint or claim in question.
(4) It is a pre-condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in clause 10 of these conditions failing which no payment will be made.
(5) Where any payment is made, that the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description 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 any business losses.
(7) We will not accept responsibility for services or facilities which do not form part of our contractual agreement as set out in our confirmation invoice. For example any excursion you book, or any service or facility which your hotel or any other supplier agrees to provide for you.
10. IF YOU HAVE A COMPLAINT
a) If a problem arises, we want to be the first to hear about it. Our Representative or Emergency Contact can deal with most problems on the spot, so please do not wait until you get home before reporting a problem. You have a legal obligation to report it as quickly as possible to our Representative or Agent and the Supplier in question so that efforts can be made to rectify it to your satisfaction. If we are unable to resolve matters the party leader must write to our Head Office within 28 days of return, explaining the problem fully. If you do not follow this simple complaints procedure your right to claim any compensation will be limited to £100.
We undertake to acknowledge receipt of your letter within 14 days and within 28 days to send you a full reply or an explanation for the delay. In any event we undertake to send you a full reply within 56 days.
We are a member of ABTA, membership number Y5242. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract.
Further information on the Code and arbitration can be found at
The arbitration scheme is arranged by ABTA and administered independently by the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website.
The Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option, if we choose, to agree to mediation.
For injury and illness claims, you may like to use the ABTA / Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
Adequate travel insurance is vital. It is a condition of booking that if you do not purchase our nominated travel insurance that you have, at the time of booking, an insurance policy which offers at least the same level of cover as ours, if not better. Some policies can exclude winter or adventure sports so you must check of your cover to ensure that it includes, for example, medical expenses; repatriation; mountain rescue; cancellation, curtailment and legal expenses cover.
Details of our nominated insurance can be found here on our website. We are an appointed representative of Endsleigh Insurance Services Ltd who are authorised and regulated by the Financial Services Authority.
12. PASSPORTS & VISAS
Whilst we are able to provide basic advice to clients regarding passports and visa requirements, you must obtain advice from the appropriate Embassy, Consulate or British Foreign Office for the exact requirements of the country(ies) to or through which you are intending to travel. Requirements may change and you must check the up to date position in good time before departure.
The party leader is entirely responsible for the completion of passport and visa formalities and other personal arrangements which may be necessary such as visas for non-British citizens. We cannot accept responsibility for any cost or fines incurred due to non-compliance with the above nor can we 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.
For all passport information, contact the UKPS National Advice Line: 0870 521 0410 or on-line at
13. HEALTH REQUIREMENTS
We recommend that EU residents carry a European Health Insurance Card – EHIC. These enable the holder to take advantage of the reciprocal health schemes available between members of the European Union, providing access to state-provided emergency treatment and necessary healthcare on temporary visits to the UK and other European countries.
The party leader is responsible for passing on any health requirement information to other party members. Party leaders may wish to refer to the Department of Health Leaflet T7.1 ‘Health Advice for Travellers’ which offers health advice for all destinations and can be found on the Department of Health website. Health facilities, hygiene and disease risk vary worldwide. You should take health advice about your specific needs as early as possible. Before travelling we strongly advise you to consult your own medical practitioner who will be in the best position to take into account any relevant personal factors or newly reported epidemics. If you are prone to illness please ensure that you carry enough medication as some medicines may not be available locally.
If you or any member of your party has any medical problem or disability which may affect the Tour arrangements of that person, please tell us before you confirm your booking so we can advise as to the suitability of the chosen Tour. In any case, you must give us full details of any medical problems or disability in writing at the time of booking. If we feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline/cancel their reservation. We will not be liable for any loss arising from your failure to inform us about any medical problem, disability or special need which might affect your enjoyment or participation on your tour.
Please note, a number of the tours we offer, for example skiing, can be physically demanding and require a good level of fitness and health and physical ability.
14. SPECIAL REQUESTS
We will do our best to meet special requests made by you and pass these on to the appropriate persons provided that they are clearly noted on the booking form or sent to us in writing.
However, we can only guarantee those special requests confirmed by us in writing.
15. AIR TRAVEL
The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation by the carrier of whom we have no control. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be dispatched to you approximately two weeks before your departure date. You should check your tickets very carefully and immediately on receipt to ensure you have the correct flight times.
If flight times change after tickets have been dispatched, we will contact you as soon as we can to let you know.
In accordance with EU Directive (EC) No. 2115/2005, Article 9, we are required to bring to your attention the existence a “Community list” (available for inspection at http://europa.eu.int/comm/transport/air/safety/flywell_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.
We regret that we are unable to offer you assistance should a transport delay disrupt your itinerary however your airline or other transport provider concerned may provide refreshments and/or appropriate accommodation. We cannot accept liability for any delay whether it is due to any of the reasons set out in clause 8 of these booking conditions or otherwise (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time or otherwise).
Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Tour price from us. If the airline does not comply with these rules you should complain to the air transport users council on 02072406061 www.auc.org.uk.
In certain resorts where we feature more than one hotel or centre, groups will be allocated to a specific accommodation on receipt of final numbers forms. Please advise us of your preferred accommodation on your booking form. Please note that some properties may not be available on all advertised dates and are booked on a request basis by us. We occasionally use accommodation in specific resorts which is not featured on our website or promotional material. In such cases the accommodation will be of a comparable standard to that featured.
Rooms: The general numbers of students allocated to each room is indicated on our website description. Bunks beds are sometimes used and some French and Belgian hotels also use double beds to accommodate school groups. In Austria twin beds are used with 2 single mattresses on a twin frame. Separate bed linen is used. Single rooms: Single rooms for accompanying adults or otherwise are strictly subject to availability and always carry a supplement.
Usually rooms will not be available until the afternoon on the day of arrival and groups will be required to vacate their rooms by 10.00 hours on the day of departure. Some Youth Centres require students to assist with room cleaning, stripping of beds and clearing tables at meal times.
We cannot guarantee the provision of towels and soap in all of our hotels/centres and group members should provide their own. In the interest of hygiene, group members should be able to identify and use their own towels.
Meals: The board basis provided by each hotel/centre is detailed on your tour quotation letter.
Lunch where provided is usually packed lunch and supplements may apply for the provision of hot lunches. In the event you or any member of your party has any allergies, you must inform us immediately on booking so we can advise whether chosen accommodation is suitable.
Facilities: Wi-fi and Internet services in hotels is subject to local supplier conditions over which we have no control and so cannot be responsible for non- availability or absence of service.
Usage of leisure facilities such as swimming pool, hot tubs and saunas are determined by suppliers in accordance with local custom, guidelines, practice or regulations.
Ski hotels: Where accommodation is described as offering “doorstep” skiing it will be dependent on individual skiers’ ability and snow conditions in resort. Where walking distances are quoted, it is based on the guideline time for an adult walking 100m in one minute in standard footwear as timings will vary on footwear and conditions including personal fitness. Free ski bus services may be subject to capacity restrictions.
Damage Deposits: An increasing number of hotels/centres require a damage deposit. This is payable in resort on arrival and is refunded provided no damage is incurred. We will advise this at the time of booking or as soon as this is made known to us.
17. CONDUCT AND BEHAVIOUR
When you book with us, you accept responsibility for any damage or loss caused by any member of your party. Full payment for any such damage or loss must be paid direct at the time to us or to the accommodation owner or manager or other supplier of services to whom loss or damage is caused. 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, (for example but not limited to, any airline pilot, coach driver, accommodation owner or manager, or senior member of our staff), 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 reserve the right within our reasonable discretion and without prior notice, to terminate the Tour 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. We will also seek recovery of any outlay or losses we incur, including our own legal costs.
The Party Leader accepts responsibility for the good conduct of all participants during the tour and for school trips warrants that the correct ratio of responsible adults will be on active duty at all times to ensure that all participants behave well. Furthermore, it is the Party Leader’s responsibility specifically to ensure that:
a. No participant under 18 years of age consumes alcoholic drinks unless written permission from a parent or guardian can be produced. All local laws relating to the consumption of alcohol must at all times obeyed by participants,
b. No participant consumes alcohol to excess,
c. Participants comply with local laws,
d. No participant uses illegal substances
e. No participant smokes in a hotel bedroom or in any other way causes a fire hazard,
f. Participants act in a responsible way and do not behave in a way likely to cause damage to property or offence to other people.
18. WITHDRAWAL OR LIMITATION OF FACILITIES FOR WHICH WE ARE NOT RESPONSIBLE
We draw your attention to the following non-exclusive circumstances which fall outside our direct control and where we are not prepared to accept liability. Note that some amenities (e.g. hotel lifts, swimming pools, etc.) require servicing and cleaning and may therefore not be available at all times. Some services are also affected by weather conditions (e.g. local staffing, availability of outdoor swimming pools, etc.) and their availability is at the discretion of the provider of the service. Entertainment (particularly live entertainment) provided by hotels is frequently subject to demand; its nature and frequency may be varied and there may be a lack of demand or insufficient numbers in the hotel. Adverse weather may also affect availability of ski areas, ice rinks, bus services, après ski activities or ski lift facilities in which case our suppliers will do their best to offer alternative facilities or activities.
Ferries: The standard channel crossings for each tour are detailed on our website. Whilst we will make every effort to secure the ferry route of your choice this cannot be guaranteed.
Coaches: We reserve the right to utilise any empty coach seats for our staff.
19. CONDITIONS OF SUPPLIERS
Many of the services which make up your Tour are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which you agree are incorporated into the 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. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
20. DATA PROTECTION
Alpine Travel International Limited (trading as Snowtraxx International) takes privacy seriously. The following principles underpin our approach to respecting your privacy.
• We will always use your personal data in a way that is fair and reasonable and as a minimum, comply with prevailing legislation and observe generally accepted principles governing data protection.
• We aim to be transparent and provide accessible information about how we use your personal data – what information we collect, what we do with it, with whom we share it and who you should contact if you have any concerns.
• We will take all reasonable steps to protect your data from misuse and keep it secure.
Under the General Data Protection Regulations (GDPR) and ABTA Code of Conduct 2000, we are a data controller registered with the Information Commissioners Office, registration number ZA368407.
We will collect certain personal data from you. This data will include, where applicable, the names, addresses and other contact detail of you and your party members, credit/debit card or other payment details, and specific information about, and requirements of, the party members, including some sensitive data as defined by the Regulations, such as any disability or medical condition which may affect the chosen Tour arrangements and any dietary restrictions which may disclose the religious beliefs of an individual. The personal data we will request from you will be used to:
• ensure we understand your requirements and provide you with specific information about the products and/or services in which you are interested;
• have all information to be able to process any booking and communicate the arrangements with you;
• to put in place and manage the agreed tour arrangements for you and your party including the involvement of any third parties services;
• manage the financial transactions between us;
• carry out anti-fraud and anti-money laundering checks and verify your identity (as is necessary for compliance with our legal obligations and/or as is necessary for our legitimate business interests; and/or,
• assess financial and insurance risks, including carrying out credit reference checks and credit scoring assessments.
If we need any other personal details, we will look to obtain your consent at the time of request.
By providing other people’s personal data to us, you must be sure that they agree to this and you are allowed to provide it. You should also ensure that, where appropriate, they understand how their personal data may be used by us.
We will need to pass on your personal details, and those of the party members you act for, to the companies and organisations who need to know them so that your Tour can be provided (for example your airline, hotel, other supplier, credit/debit card company or bank). Such companies and organisations may be outside the European Union, Norway, Iceland or Liechtenstein if your Tour is to take place or involves suppliers outside these countries.
We will share your personal data with third party service providers that we contract with to perform technical operations on our behalf, such as any order fulfilment partners, debt recovery agents, and digital agencies, hosting providers, data storage providers and other technical partners who help us administer our website, or process the data submitted to it; as is necessary for compliance with our legal obligations and/or as is necessary to maintain our legitimate interests.
In providing us with personal data including sensitive data, you consent to us processing that data in relation to making travel arrangements, communicating arrangements to you, making the necessary bookings, administrating the tour and ensuring the ancillary arrangements.
Sharing personal data with regulatory authorities
So that you can travel, it may be mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate. Such disclosure is necessary to protect your vital interests or those of others.
In an emergency
Your insurance company, their agents and medical staff may exchange relevant personal data and special categories of personal data with us in circumstances where we/they need to act on your behalf or in the interest of other customers or in an emergency, because is in the public interest or we have official authority.
We may use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes and it is in our or a third party’s legitimate interests and these are not overridden by your interests or rights.
To personalise your experience
We may use your personal data to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you, and it is in our legitimate interests to do so.
Special categories of personal data
Where we need to process special categories of personal data, for example health data for medical reasons, we will only do so if one or more additional conditions apply. For example, we have your explicit consent; it is necessary to protect the vital interests of you or another individual and you are physically or legally incapable of giving consent; it is necessary to establish, exercise or defend legal claims; or it is necessary for reasons of substantial public interest.
All personal data you give us in connection with your booking including sensitive data, will be kept by us only as long is necessary for the purpose for which it was gathered; unless it is required to ensure the performance of any agreement we have with you or to take steps to enter into an agreement; or to manage our compliance with a legal obligation;or it is in the legitimate interests pursued by the Company except where such interests are overridden by your interests, rights or freedoms as a data subject; after which time it will be archived, deleted or anonymised.
Occasionally, we may look to sell and or share clients’ names and addresses (but not sensitive data) to other companies or organisations who offer goods or services which we feel may interest you. We will contact you to ask you for your express consent first before doing this.
Except where expressly permitted by the General Data Protection Regulations, we will only deal with the personal details you give us as set out above unless you agree otherwise.
Accessing and updating your personal data; and complaints
You have a right to ask for a copy of the personal data we hold about you. You can write to us asking for a copy of other personal data we hold about you, include any details to help us identify and locate your personal data.
We want to make sure that the personal data we hold about you is accurate and up to date. If any of the details we hold are incorrect, please let us know.
You can also ask for your personal data to be rectified or erased, to object to the processing of your personal data and, where technically feasible, to ask for personal data you provided to be transmitted to another organisation.
We will update or erase your data, unless we have to keep it for legitimate business or legal purposes.
You can also contact us if you have a complaint about how we collect, store or use your personal data, submitting your request or complaint to the Data Protection Lead;
by post: Data Protection Lead, Alpine Travel International Limited,6 Hill Street, EdinburghEH2 3JZ.
by email: firstname.lastname@example.org; or,
by telephone: 0131 225 4668.
We aim to resolve complaints but if you are dissatisfied with our response, you may complain to the Information Commissioner’s Office. Please note that we may ask you to verify your identity before we can act on your request or complaint. We may also ask you for more information to help ensure that you are authorised to make such a request or complaint when you contact us on behalf of someone else.
21. SUBSEQUENT VERSIONS OF THESE CONDITIONS
These booking conditions have been produced in conjunction with our latest programme. We may alter these terms and conditions at any time. If we do so, all subsequent bookings will be governed by the newer version. You must check our relevant trading website for the applicable up to date version of these terms and conditions.
22. FREE PLACES
Free places and similar offers such as free coach travel to airport are subject to brochure and website conditions and if you qualify for them will be confirmed by us in writing after all places have been paid for in full.
Clause A: Terms Of Payment And Deposits
a) You should send an Initial Deposit of £80 (£200 for air groups) per paying member at the time of booking (or full payment if booking 10 weeks or less before departure (“late bookings”).
b) Not later than 10 weeks after receipt of Initial Deposits we must receive a Second Deposit of £90 per paying member.
c) You will be asked to provide full passenger details which will be required no later than 14 weeks before departure.
d) An invoice for the balance due will be sent 12 weeks before departure. The full amount outstanding must be received by us no later than 10 weeks before departure (or by return for late bookings).
e) If we do not receive all payments due to it in full and on time, we reserve the right, at our discretion, to treat your booking as cancelled by you (in which case the cancellation charges set out in table B will be payable) and/or levy Late Payment penalties of £5 per person per week.
f) Tickets are usually dispatched around 2 weeks before departure.
CANCELLATION CHARGES (please refer to Clause 5 above)
More than 84 days before departure
35-84 days before departure
15-34 days before departure
8-14 days before departure
7 or less days before departure
COMPENSATION (please refer to clause 7 above)
change or cancellation is notified to
you or your travel agent
More than 70 days
14 days or less