Al-Hidaayah Travel Ltd
Booking Terms and Conditions
information we brought to your attention before we confirmed your booking,
form the basis of your contract with Al-Hidaayah Travel Ltd of 436 Coventry
Road, Small Heath, Birmingham, West Midlands, B10 0UG, United Kingdom
(“we” or “us”). Please read them carefully as they set out our respective rights
and obligations. In these Booking Conditions references to “you” and “your” include
the lead passenger on the booking and all persons on whose behalf a
booking is made or any other person to whom a booking is added or transferred.
By making a booking, the lead passenger on the booking agrees on behalf of all
persons detailed on the booking that:
a) He/she has read these terms and conditions and has the authority to
and does agree to be bound by them;
b) He/she consents to our use of information in accordance with our
c) He/she is over 18 years of age and where placing an order for services
with age restrictions declares that he/she and all members of
the party are of the appropriate age to purchase those services;
d) He/she accepts financial responsibility for payment of the booking
on behalf of all persons detailed on the booking.
1 Booking and Paying For Your Arrangements
A booking is made with us when a) you tell us that you would like to accept our
written or verbal quotation; and b) you pay us a deposit as stipulated on your
booking form, (if you are booking within 30 days of departure, full payment is
due at the time of booking); and c) we issue you with a confirmation invoice.
We reserve the right to return your payment and decline to issue a confirmation
letter at our absolute discretion. A binding contract will come into existence between
you and us as soon as we have issued you with a booking confirmation
that will confirm the details of your booking and will be sent to you.
If your confirmed arrangements include a flight, we (or if you booked via an authorised
agent of ours, that agent) will issue you with an ATOL Certificate and a
booking confirmation. Upon receipt, if you believe that any details on the ATOL
Certificate, booking confirmation or any other document are wrong you must
advise us immediately as changes can not be made later and it may harm your
rights 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 not less than 30 days prior to scheduled departure, however, if
you have purchased an Umrah package with us, full payment must be made
before we are able to process the visa application on your behalf. 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 in clause
8 below will become payable.
Any money paid to an authorised agent of ours in respect of a booking covered
by our ATOL is held by that agent on behalf of and for the benefit of the Trustees
of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it
to us for so long as we do not fail financially. If we do fail financially, any money
held at that time by the agent or subsequently accepted from the consumer
by the agent, is and continues to be held by that agent on behalf of and for the
benefit of the Trustees of the Air Travel Trust without any obligation to pay that
money to us.
We endeavour to ensure that all the information and prices both on our website
and in our brochures are accurate; however occasionally changes and errors
occur and we reserve the right to correct prices and other details in such circumstances.
You must check the current price and all other details relating to
the arrangements that you wish to book before your booking is confirmed.
Adequate travel insurance is a condition of your contract with us. You must
be satisfied that your insurance fully covers all your personal requirements including
cancellation charges, medical expenses and repatriation in the event of
accident or illness. If you choose to travel without adequate insurance cover, we
will not be liable for any losses howsoever arising, in respect of which insurance
cover would otherwise have been available.
4 Umrah Packages – Maximum period of stay
Please Note: When you purchase an Umrah Package with us, the maximum
period of stay permitted by the Saudi authorities for Umrah pilgrims is fifteen
days. You therefore must ensure that you do not remain in Saudi Arabia for any
period greater than 15 days.
Should you fail to follow this requirement and stay in Saudi Arabia beyond
the 15 day limit you will be solely responsible for (and agree to indemnify us
against) any penalties, costs, charges or fines that we may incur as a result.
The price of your travel arrangements has been calculated using exchange
rates quoted in www.xe.com on an ongoing basis in relation to the Saudi Arabian
We reserve the right to amend the price of unsold arrangements at any time
and correct errors in the prices of confirmed arrangements.
The price of your confirmed package is subject at all times to variations in:
(i) transportation costs, including the cost of fuel; or
(ii) dues, taxes or fees chargeable for services such as landing taxes
or embarkation or disembarkation fees at ports and airports,
any visas that are included as part of your booked arrangements
or any additional charges imposed upon us by the Saudi
(iii) the exchange rates used to calculate your arrangements;
We will absorb and you will not be charged for any increase equivalent to 2% of
the price of your travel arrangements, which excludes insurance premiums and
any amendment charges and/or additional services or travel arrangements.
You will be charged for the amount over and above that, plus an administration
charge of £1.00 per person together with an amount to cover agents’ commission.
If this means that you have to pay an increase of more than 10% of the
price of your confirmed travel arrangements (excluding any insurance premiums,
amendment charges and/or additional services or travel arrangements),
you will have the option of accepting a change to another package if we are
able to offer one (if this is of equivalent or higher quality you will not have to
pay more but if it is of lower quality you will be refunded the difference in price),
or cancelling and receiving a full refund of all monies paid to us, except for any
insurance premiums and any amendment charges and/or additional services
or travel arrangements. Should you decide to cancel for this reason, you must
exercise your right to do so within 14 days from the issue date printed on your
Should the price of your holiday go down due to the changes mentioned above,
by more than 2% of your confirmed package 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 protections in place.
There will be no change made to the price of your confirmed holiday within 30
days of your departure nor will refunds be paid during this period.
6 Jurisdiction and Applicable law
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 by the Courts of England and Wales only.
7 Changes by You
If you wish to change any part of your booking arrangements after our booking
confirmation has been issued, you must inform us in writing as soon as possible.
This should be done by the lead passenger on the booking. Whilst we will
do our best to assist, we cannot guarantee that we will be able to meet your
requested change. Where we can meet a request, all changes will be subject to
payment of an administration fee of £40 per person per change as well as any
applicable rate changes or extra costs incurred as well as any costs incurred by
ourselves and any 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.
Where we are unable to assist you and you do not wish to proceed with the original
booking we will treat this as a cancellation by you. A cancellation fee may
be payable. If you are prevented from travelling it may be possible to transfer
your booking to another suitable person provided that written notice is given. An
administration fee will be charged, details available upon request.
Note: Certain arrangements may not be amended after they have been confirmed
and any alteration could incur a cancellation charge of up to 100% of
that part of the arrangements.
8 If you Cancel
If you or any other member of your party decides to cancel your confirmed
booking you must notify us in writing. Your notice of cancellation will only take
effect when it is received in writing by us at our offices and will be effective
from the date on which we receive it. We recommend that you use recorded
delivery. 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
BEFORE ISSUANCE OF VISA (OR FOR ARRANGEMENTS WHERE WE ARE NOT
APPLYING FOR A VISA ON YOUR BEHALF):
Period before departure within which
notice of cancellation is receive by us
% of total booking price*
More than 60 days Loss of Deposit
37-59 days 50%
22-36 days 70%
Less than 22 days 100%
Please Note: any service charges paid to us as part of your visa application
process are non-refundable in the event of your cancellation.
*In some cases the deposit may be a higher amount to secure your arrangements,
this will be non-refundable and the charges will be added to the cancellation
charges above. Please note that these charges only apply before a visa
has been issued for you. Once a visa has been issued, no refunds will be payable
in any circumstances.
Note: Certain arrangements may not be amended after they have been confirmed
and any alteration or cancellation could incur a cancellation charge of
up to 100% of that part of the arrangements in addition to the charge above.
We will deduct the cancellation charge(s) from any monies you have already
paid to us.
If the reason for your cancellation is covered under the terms of your insurance
policy, you may be able to reclaim these charges.
If, before a visa has been issued, any member of your party is prevented from
travelling, that person(s) may transfer their place to someone else (introduced
by you and satisfying all the conditions applicable to the arrangements) providing
we are notified not less than 28 days before departure and you pay an
amendment fee of £50 per person transferring, meet all costs and charges incurred
by us and/or incurred or imposed by any of our suppliers and the transferee
agrees to these booking conditions and all other terms of the contract
between us. If you are unable to find a replacement, cancellation charges as set
out will apply in order to cover our estimated costs. Otherwise, no refunds will
be given for passengers not travelling or for unused services.
AFTER ISSUANCE OF VISA:
Please note that once visas have been issued, no refunds can be issued in any
circumstances in the event you cancel your arrangements.
9 If We Change or Cancel
It is unlikely that we will have to make any changes to your travel arrangements,
but we do plan the arrangements many months in advance. Occasionally, we
may have to make changes and we reserve the right to do so at any time. Most
of these changes will be minor and we will advise you of them at the earliest
possible date. We also reserve the right in any circumstances to cancel your
travel arrangements. For example, if the minimum number of clients required
for a particular arrangement is not reached, we may have to cancel it. However,
we will not cancel your travel arrangements less than 60 days before your
departure date, except for reasons of force majeure or failure by you to pay the
Most alterations will be minor and while we will do our best to notify you of any
changes as soon as reasonably possible if there is time before your departure,
we will have no other liability to you. Examples of “minor changes” include the
following when made before departure:
- Any change in the advertised identity of the carrier(s), flight timings,
and/or aircraft type.
- A change of outward departure time or overall length of your package
of twenty four hours or less.
- A change of accommodation to another of the same standard or
Occasionally we may have to make a major change to your confirmed arrangements.
”Examples of “major changes” include the following, when made before
- A change of accommodation area for the whole or a significant part
of your time away.
- A change of accommodation to that of a lower standard or classification
for the whole or a significant part of your time away.
- A change of outward departure time or overall length of your arrangements
of twenty four or more hours.
- A change of UK departure airport, as long as that change is not from
one London airport to another London airport. London airports are
Heathrow, Gatwick, Stansted, Luton and London City.
- A significant change to your itinerary, missing out one or more destination
If we have to make a major change or 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:
i (for major changes) accepting the changed arrangements,
ii having a refund of all monies paid; or
iii accepting an offer of alternative travel arrangements of comparable
standard from us, if available (we will refund any price difference if
the alternative is of a lower value).
You must notify us of your choice within 7 days of our offer. If you fail to do
so we will assume that you have chosen to accept the change or alternative
If we make a major change or cancel, less than 60 days before departure, we
will also pay compensation as detailed below:
Period before departure when a major
change/cancellation is notified Compensation payable
60 days or more £0.00
29-59 days £25.00
15-28 days £35.00
7-14 days £40.00
Less than 7 days £50.00
The compensation that we offer does not exclude you from claiming more if
you are entitled to do so. We will not pay you compensation where we make
a major change or cancel more than 60 days before departure or in the event
that 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 if we cancel your arrangements
because the minimum number of participants to run the arrangements has not
been reached. (We will tell you if we have to cancel for this reason not less than
45 days before departure).
The above sets out the maximum extent of our liability for changes and cancellations
and we regret we cannot meet any expenses or losses you may incur
as a result of change or cancellation. Please note: where accommodation with
a higher price than the original accommodation is offered by us and accepted
by you, the difference in price will be deducted from any compensation payable.
In no case will we pay compensation if accommodation is offered by us and
accepted by you with a higher price than that originally booked in the same
location where no additional payment is made by you.
We will not pay you compensation and the above options will not be available
if we make a minor change or cancel as a result of your failure to make full
payment on time or where the change(s) or cancellation by us arises out of
alterations to the confirmed booking requested by you.
Very rarely, we may be forced by “force majeure” (see clause 10) to change or
terminate your arrangements after departure. If this situation does occur, we
regret we will be unable to make any refunds (unless we obtain any from our
suppliers), pay you compensation or meet any costs or expenses you incur as
If we become unable to provide a significant proportion of the services that you
have booked with us after you have departed, we will make alternative arrangements
for you at no extra charge and, if appropriate in all the circumstances, will
pay you reasonable compensation.
10 Force Majeure
Except where otherwise expressly stated in these booking conditions we will
not be liable or pay you compensation if our contractual obligations to you are
affected by any event which we or the supplier(s) of the service(s) in question
could not, even with all due care, foresee or avoid. These events can include, but
are not limited to war, threat of war, civil strife terrorist activity and its consequences
or the threat of such activity, riot, the act of any government or other
national or local authority including port or river authorities, industrial dispute,
lock closure, natural or nuclear disaster, fire, chemical or biological disaster and
adverse weather, sea, ice and river conditions and all similar events outside our
or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid
or leave a particular country may constitute Force Majeure.
11 Special Requests
Any special requests must be advised to us at the time of booking e.g. diet,
room location, a particular facility at a hotel etc. You should then confirm your
requests in writing. Whilst every effort will be made by us to try and arrange
your reasonable special requests, we cannot guarantee that they will be fulfilled.
The fact that a special request has been noted on your confirmation invoice
or any other documentation or that it has been passed on to the supplier
is not confirmation that the request will be met. Failure to meet any special
request will not be a breach of contract on our part unless the request has been
specifically confirmed. We do not accept bookings that are conditional upon
any special request being met.
12 Disabilities and Medical Problems
We are not a specialist disabled holiday company, but we will do our utmost to
cater for any special requirements you may have. If you or any member of your
party has any medical problem or disability which may affect your stay, please
provide us with full details before we confirm your booking so that we can try to
advise you as to the suitability of your chosen arrangements. We may require
you to produce a doctor’s certificate certifying that you are fit to participate in
the arrangements. Acting reasonably, if we are unable to properly accommodate
the needs of the person(s) concerned, we will not confirm your booking or
if you did not give us full details at the time of booking, we will cancel it and impose
applicable cancellation charges when we become aware of these details.
We make every effort to ensure that your holiday arrangements run smoothly
but if you do have a problem during your holiday, please inform the relevant
supplier (e.g. your hotelier) immediately who will endeavour to put things right.
If your complaint is not resolved locally, please contact your group leader or
ourselves on the number displayed on our website or the emergency contact
telephone number provided to you with your travel documents. If the problem
cannot be resolved and you wish to complain further, you must send formal
written notice of your complaint to us at our office within 28 days of the end
of your stay, giving your booking reference and all other relevant information.
Please keep your letter concise and to the point. This will assist us to quickly
identify your concerns and speed up our response to you. Failure to follow the
procedure set out in this clause may affect ours and the applicable supplier’s
ability to investigate your complaint, and will affect your rights under this contract.
Please note that we do not offer an Alternative Dispute Resolution service.
14 Your Behaviour
All guests staying with us are expected to conduct themselves in an orderly and
acceptable manner and not to disrupt the enjoyment of other guests. If in our
opinion or in the opinion of any hotel manager or any other person in authority,
your behaviour or that of any member of your party is causing or is likely to
cause distress, danger or annoyance to any of our other guests or any third party
or damage to property, or to cause a delay or diversion to transportation, we
reserve the right to terminate your booking arrangements with us immediately.
In the event of such termination our liability to you and/or your party will cease
and you and/or your party will be required to leave your accommodation or other
service immediately. We will have no further obligations to you and/or your
party. No refunds for lost accommodation or any other service will be made and
we will not pay any expenses or costs incurred as a result of termination. You
and/or your party may also be required to pay for loss and/or damage caused
by your actions and we will hold you and each member of your party jointly and
individually liable for any damage or losses caused by you or any member of
your party. Full payment for any such damage or losses must be paid directly
to the hotel manager or other supplier prior to departure from the hotel. If you
fail to make payment, you will be responsible for meeting any claims (including
legal costs) subsequently made against us as a result of your actions together
with all costs we incur in pursuing any claim against you. We cannot be held
responsible for the actions or behaviour of other guests or individuals who have
no connection with your booking arrangements or with us.
15 Our Responsibilities
(1) We will accept responsibility for the arrangements we agree to provide
or arrange for you as an “organiser” under the Package Travel,
Package Holidays and Package Tours Regulations 1992 as set out
below. Subject to these booking conditions, if we or our suppliers
negligently perform or arrange the services which we are obliged to
provide for you under our contract with you, as set out on your confirmation
invoice, we will pay you reasonable compensation. The level
of such compensation will be calculated taking into consideration all
relevant factors such as but not limited to: following the complaints
procedure as described in these conditions and the extent to which
ours or our employees’ or suppliers’ negligence affected the overall
enjoyment of your arrangements. Please note that it is your responsibility
to show that we or our supplier(s) have been negligent if you
wish to make a claim against us.
(2) We will not be responsible or pay you compensation for any injury,
illness, death, loss, damage, expense, cost or other claim of any description
if it 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 unconnected with
the provision of the services contracted for and which were unforeseeable
or unavoidable; or
c) unusual or unforeseeable circumstances beyond ours or our
supplier(s) 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 or suppliers could not, even
with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we
are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions
The maximum amount we will have to pay you in respect of these
claims is an amount equivalent to the excess on your insurance policy
which applies to this type of loss per person in total because you
are assumed to have adequate insurance in place to cover any losses
of this kind.
(b) Claims not falling under (a) above and which don’t involve 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 has not received any benefit at
all from your booking.
(c) 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 as if we
were carriers under the appropriate Conventions, which include
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. Please contact
us. In addition, you agree that the operating carrier or transport
company’s own ‘Conditions of Carriage’ 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
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
ii) In any circumstances in which a carrier is liable to you by virtue
of the Denied Boarding Regulation 2004, any liability we
may have to you under our contract with you, arising out of the
same facts, is limited to the remedies provided under the Regulation
as if (for this purpose only) we were a carrier.
iii) 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
(4) It is a 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 these conditions.
(5) Where any payment is made, 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
(6) Please note, we cannot accept any liability for any damage, loss or
expense or other sum(s) of any description: (a) 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 (b) relate to any business.
(7) We will not accept responsibility for services or facilities which do
not form part of our agreement or where they are not advertised in
our brochure. For example any excursion you book whilst away, or
any service or facility which your hotel or any other supplier agrees
to provide for you.
16 Financial security
We provide financial security for flight inclusive Packages, Flight Plus bookings
and ATOL protected flights. We do this by way of a bond held in favour of the
Civil Aviation Authority under ATOL number 10509. 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. For further
information, visit the ATOL website at www.atol.org.uk. The price of our flight
inclusive arrangements 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. Not all holiday or travel services offered and sold by
us will be protected by the ATOL Scheme. ATOL protection extends primarily to
Customers who book and pay in the United Kingdom.
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
(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 (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.
If you book arrangements other than an ATOL protected flight or package from
us, your monies will not be financially protected. Please ask us for further details.
17 Passport, Visa and Immigration Requirements and Health Formalities
Where you have booked an Umrah package with us, as part of our service to you
we will apply to the Saudi Arabian Embassy on your behalf for the visa required
to enter Saudi Arabia. Once issued, the visa cannot be re-issued in the event of
loss or damage and it cannot be transferred to another person in any circumstances.
For all other packages, you will be solely responsible for complying
with all visa requirements.
It is your responsibility to check and fulfill the passport, visa, health and immigration
requirements applicable to the package you have booked and required
for the issuance of the visa and you will offer us all assistance that we require
in obtaining the visa in good time for the date of departure. We accept no responsibility
or liability for any visa application delay or rejection of a visa by
the Saudi Arabian Embassy or Saudi Arabian Ministry of Foreign Affairs. You
must check requirements for your own specific circumstances as applicable.
Requirements do change and you must check the up to date position in good
time before departure.
Most countries now require passports to be valid for at least 6 months after
your return date. If your passport is in its final year, you should check with the
Embassy of the country you are visiting. For further information contact the
Passport Office on 0870 5210410 or visit www.passport.gov.uk
Up to date travel advice can be obtained from the Foreign and Commonwealth
Office, visit www.fco.gov.uk
Non British passport holders, including other EU nationals, should obtain up to
date advice on passport and visa requirements from the Embassy, High Commission
or Consulate of your destination or country(ies) through which you are
We do not accept any responsibility if you cannot travel, or incur any other loss
because you have not complied with any passport, visa, immigration requirements
or health formalities. You agree to reimburse us in relation to any fines
or other losses which we incur as a result of your failure to comply with any
passport, visa, immigration requirements or health formalities.
18 Visas for Umrah Packages
Please Note: where we apply for a visa on your behalf, as part of an Umrah package,
our sole responsibility will be to submit your application, on your behalf.
We have no control over the Saudi Embassy or any other authorities that are
responsible for granting the applicable visa nor do we have any control over the
visa application process and so we accept no responsibility for any failure or delay
in any such visa being granted. Passports can be rejected by the Saudi Embassy,
misplaced or lost and incorrect visas can be issued but we can accept
no responsibility for this or any consequences that you may suffer as a result.
Saudi Umrah visa charges can fluctuate and any increase in visa charges or
associated fees in obtaining electronic visa authorisation (MOFA) will be applicable,
and payable by you, at the date of visa submission to the Embassy; in
accordance with clause 5 of our Booking Terms and Conditions.
You must provide us with your passport no later than 14 days prior to your
departure date, in order to allow sufficient time to complete the necessary procedures
involved in obtaining a visa.
19 Conditions of Suppliers.
Many of the services which make up your travel arrangements are provided by
independent suppliers. Those suppliers provide these services in accordance
with their own terms and conditions which will form part of your contract with
us. 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 Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party misses your flight or other transport arrangement,
it is cancelled or you are subject to a delay of over 3 hours for any
reason, you must contact us and the airline or other transport supplier concerned
The Package Travel (etc.) Regulations 1992 provide that in the event that you
experience difficulty on the occurrence of circumstances described in clauses
15 (2) (a) (b) (c) or (d) of these booking conditions, we will provide you with
prompt assistance. Where you experience a delay which is not owing to any
failure by us, our employees or sub-contractors, this prompt assistance is likely
to extend to providing help in locating refreshments, accommodation and communications
but not paying for them. Any airline or other transport supplier may
however pay for or provide refreshments and/or appropriate accommodation
and you should make a claim directly to them. Subject to the other terms of
these conditions, we will not be liable for any costs, fees or charges you incur
in the above circumstances, if you fail to obtain our prior authorisation before
making your own travel arrangements.
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. If the airline does not comply with these rules you
should complain to the Civil Aviation Authority at www.caa.co.uk/passengers.
Reimbursement in such cases is the responsibility of the airline and will not
automatically entitle you to a refund of your holiday price from us. If, for any
reason, you do not claim against the airline and make a claim for compensation
from us, you must, at the time of payment of any compensation to you,
make a complete assignment to us of the rights you have against the airline in
relation to the claim that gives rise to that compensation payment. A delay or
cancellation to your flight does not automatically entitle you to cancel any other
arrangements even where those arrangements have been made in conjunction
with your flight.
We cannot accept liability for any delay which is due to any of the reasons set
out in clause 10 of these booking conditions (which includes the behaviour of
any passenger(s) on any flight who, for example, fails to check in or board on
The carrier(s), flight timings and types of aircraft shown in this brochure or on
our website and detailed on your confirmation invoice are for guidance only and
are subject to alteration and confirmation. 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 departure. You should check your tickets very carefully 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.
Please note the existence of a “Community list” (available for inspection at
http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are
subject to an operating ban with the EU Community.
Our website is our responsibility, as your tour operator. It is not issued on behalf
of, and does not commit the airlines mentioned herein or any airline whose services
are used in the course of your travel arrangements.
21 Advance Passenger Information.
A number of Governments are introducing new requirements for air carriers to
provide personal information about all travellers on their aircraft to the Authorities
before the aircraft leaves the UK. The data will be collected either at the
airport when you check in or in some circumstances when, or after you make
your booking. Accordingly, you are advised to allow extra time to check in for
your flight. Where we collect this data, we will treat it in accordance with our
22 Foreign Office Advice
You are responsible for making yourself aware of Foreign Office advice and
State Department warnings in regard to the safety of the countries and areas
in which you will be travelling and to make your decisions accordingly. Advice
from the Foreign Office to avoid or leave a particular country may constitute
Force Majeure (see clause 10).