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Neilson Booking Conditions

Please read the following booking conditions carefully as they set out the terms and conditions of the contract between you and Neilson Active Holidays Limited (Co No 02987304) whose registered office is at Locksview, Brighton Marina, Brighton, East Sussex, BN2 5HA and which company trades under the name of “Neilson” (in these booking conditions referred to as ‘we’, ‘us’ and ‘our’). References to “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires.  

These booking conditions are correct as of 28 April 2021. We reserve the right to amend these booking conditions at any time prior to accepting your booking. Your booking will be subject to the booking conditions appearing on our website at www.neilson.co.uk as at the date when we accept your booking by issuing to you a booking confirmation and any relevant ATOL Certificate.

Most of the holidays that we sell are a “package" ("Package Holiday(s)") for the purposes of the Package Travel and Linked Travel Arrangements Regulations 2018 (the "PTR"). This will be the case where you buy two or more of the following components in a single booking process with us: flights, accommodation and tourist services such as "Ski Extra(s)" (i.e. one or more of the following arrangements - ski equipment, lift passes and ski school). Please note that transfers between your accommodation and the airport or railway station do not count as a component of a “package”.

We will be the "organiser" of all Package Holidays, although where your Package Holiday includes any Ski Extras, you will enter into a separate contract with the supplier(s) of the Ski Extra(s) (“Ski Extra Supplier(s)”).  We will enter into a contract with you as principal for the provision of the flight and accommodation elements of your booking.  However, for Ski Extras, we sell these solely as a sales agent for the Ski Extra Supplier with whom you will have a contract. This is the position whether or not you purchase any Ski Extras as part of a Package Holiday. Your contract with the Ski Extra Supplier will be subject to their terms and conditions in addition to any relevant sections of these booking conditions. Where there is any conflict between these booking conditions and the Ski Extra Supplier’s terms and conditions, the Ski Extra Supplier’s terms will apply and take precedence to the extent of the conflict. We do not enter into any contract with you as principal for any Ski Extras. 

For some bookings, we may agree to provide accommodation only, on the basis that you will be responsible for arranging your own flights or other transportation.  “Accommodation only” bookings are bookings of accommodation arrangements which are not a Package Holiday. This usually means a booking of a catered chalet or other form of accommodation without relevant tourist services being a contractual element of the accommodation booking. The PTR do not apply to Accommodation only bookings which do not therefore benefit from the same rights as Package Holidays.  We will enter into a contract with you as principal for all Accommodation only bookings which will be subject to these booking conditions. Where different provisions apply to Package Holidays and Accommodation only bookings, this will be made clear in these booking conditions. References in these booking conditions to “Holiday(s)” or “Holiday arrangements” mean a booking of a Package Holiday or Accommodation only unless otherwise specified. Only those services which we agree to arrange, perform or provide (as applicable) as part of our contract with you or, for any Ski Extras which form part of a Package Holiday, the Ski Extra Supplier agrees to perform or provide as part of its contract with you, form part of any Holiday. References to “departure” are to the start date of your Holiday.

These booking conditions have three sections:
 

Section A: applies to Package Holidays and Accommodation only bookings

Section B: applies to Ski Extra bookings

Section C: sets out the general terms and conditions applicable to all bookings

 

Any Package Holiday which includes a flight will be covered by the financial protection requirements of the Civil Aviation Authority. For Accommodation only bookings, unless we advise otherwise at the time of booking, you will be provided with financial security by way of bonding arrangements that we have with ABTA. Further details are set out in Section A below under "Your financial protection".

We do not own, operate or otherwise provide most of the services, facilities, accommodation or travel arrangements which make up your Holiday. These are often provided by third parties who are independent of us and with whom we enter into contracts for their provision ("suppliers").

If you have a medical condition, disability or suffer from reduced mobility, please let us know before making a booking so we can ensure that the Holiday arrangements are suitable for you.


For information specific to your holiday, see also Essential holiday information 

Section A: Package Holidays and Accommodation only bookings

Your contract
A.1: We sell two different types of Package Holiday where we are the organiser of the Package Holiday:

1.    "Single Contract Package" – this is where we have created a Package Holiday and we sell this to you under a single contract, where we are the principal in the contract with you. This is the case for all Package Holidays which do not include Ski Extras i.e. Package Holidays which include only flights and accommodation (with or without transfers).

2.    "Multi-Contract Package" – this is where we have created a Package Holiday and we sell the component services to you under two or more contracts.  This is the case for all Package Holidays which include Ski Extras.  For Multi-Contract Packages, your contract for the provision of all components other than the Ski Extras (i.e. the flights, accommodation and any transfers) is with us as principal. For the Ski Extra component(s) of your Package Holiday, we will arrange for you to enter into separate contracts with each relevant Ski Extra Supplier and it will be the relevant Ski Extra Supplier which will be the principal to the contract with you for that component. The Ski Extra Supplier’s terms and conditions (copy available on request) will apply to your contract in addition to the relevant sections of these booking conditions. 

If your booking includes flights arranged by us, we will confirm to you which type of Package you have booked by issuing you with an ATOL Certificate which will state that it is either for a Single Contract Package or a Multi-Contract Package. If your booking does not include flights, please check your booking confirmation for these details.

Section A of the booking conditions applies to both types of Package Holidays.  Section A also applies to Accommodation only bookings unless otherwise stated. 

A contract will only come into existence when we issue a booking confirmation in respect of the confirmed Holiday. Prior to doing so, we or your travel agent may send you an acknowledgement of your booking request. Any such acknowledgement simply indicates that we are dealing with your booking request and is not a confirmation of it.

Some travel and accommodation arrangements are only available on a request basis.  Where this is the case, you will be advised at the time you make your enquiry and details of the arrangements “on request” will be shown on any provisional documentation we issue. Any arrangements that we advise you are “on request” are not confirmed or guaranteed and are also subject to change (including price) until we receive confirmation of the arrangements from our supplier(s) and are able to issue the relevant booking confirmation.

Please check the booking confirmation and ATOL Certificate together with all other documents we or your travel agent send you as soon as you receive them. Contact us or your travel agent immediately if any information which appears on any documentation appears to be incorrect or incomplete, as it may not be possible to make changes later. We regret we cannot accept any responsibility if we are not notified of any inaccuracy in any document within ten days of our sending it out.  Whilst we will do our best to rectify any inaccuracy notified outside this time limit, you will be responsible for any costs and expenses involved in doing so except where we are responsible for the inaccuracy and there is good reason why you did not contact us within the above time limit.

The person who makes the booking (lead name) must be at least 18 at the time of booking. 

The lead name is responsible for payment of the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable. He or she also agrees to provide accurate and full information to the remainder of the party in relation to the booking, including any changes thereto. By requesting confirmation of the booking, the lead name confirms that all members of the party, including the parent or guardian of any party member who is under 18 at the time of booking, agree to be bound by these booking conditions, the terms and conditions of any Ski Extras Supplier (where applicable) and all other information in the relevant brochure and on our websites (as applicable) and he/she is authorised to make the booking on this basis.


A.2: Price changes after booking

We reserve the right to increase or decrease and correct errors in advertised prices at any time before your Holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking. Please be aware that the coronavirus and the measures and other action being taken by governments, public authorities and businesses to manage its effects (including the implementation of social distancing) together with the economic impact of the pandemic is creating a great deal of uncertainty in relation to the cost of the services which form part of our Holiday arrangements.

We reserve the right to increase or decrease the price of your Holiday booking after we have issued our booking confirmation in accordance with this Section A2 For Package Holidays, we reserve the right to increase or decrease the price of your booking (other than for any Ski Extras) in order to pass on to you changes in our costs which arise as a direct consequence of a change in (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees on the travel services included in the contract imposed by third parties not directly involved in the performance of the Holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) the exchange rates relevant to the booking. For Accommodation only bookings, we reserve the right to pass on any increase in our costs resulting from any factors or circumstances outside our control such as adverse changes in the applicable exchange rate or the imposition of new or increased tourist taxes.
 
For Package Holiday bookings, we will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your Holiday arrangements, which excludes insurance premiums and any amendment charges. You will be charged for any increase in our costs over and above that. 

We will only be able to change the price in this way if we notify you of any price increase at least 20 days before departure, together with a calculation of and justification for this change.

If the price of your booking is increased by more than 8% (10% for Accommodation only) of its total price and you are not prepared to pay the additional amount, Section A6 will apply on the basis the surcharge is a significant change. Any surcharge which you have agreed to pay must be paid with the balance of the Holiday cost or within 14 days of the issue date printed on the surcharge invoice, whichever is the latter.

For Package Holiday bookings (other than any Ski Extras), you will be entitled to a price reduction corresponding to any decrease in the costs described above which occurs after you have booked but before departure, although we will be entitled to deduct our administrative expenses from any refund.  You will be entitled to ask for proof of any deducted expenses. However, please note that travel arrangements are not always purchased in local currency and may be booked by us many months in advance of departure.  In the circumstances, some apparent changes may have no impact on the price of your travel due to contractual and other arrangements that are already in place at the time of booking.


Your financial protection
A.3:     Flight inclusive packages

We provide full financial protection for our flight-inclusive Package Holidays and ATOL protected flight only sales by way of our Air Travel Organiser's Licence number 10794 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email claims@caa.co.uk.

When you buy an ATOL protected flight or flight inclusive Package 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 reassigned to another body if that other body has paid sums you have claimed under the ATOL scheme.

In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa.co.uk/Our-work/About-us/General-privacy-notice/ ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice.
 

A.4: Flight exclusive packages

When you buy a Holiday that does not include a flight, protection is provided by way of a bond held by ABTA – The Travel Association, 30 Park Street, London SE1 9EQ, www.abta.co.uk., tel: 020 76372444

This means ABTA will ensure you receive a refund or, if already abroad, you are returned to the point where your contracted arrangements with us commenced in the event that your Holiday cannot be provided as a result of our insolvency. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid. Please go to www.abta.com for more information on the financial protection provided by ABTA.
 

A.5: Payments to and communication with Travel Agents

In relation to ATOL protected flight-inclusive Package Holidays, money accepted by an authorised travel agent of ours from you is held by the travel agent on behalf and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the travel agent’s obligation to pay it to us for so long as we do not fail.  If we do fail, any money held at that time by our travel agent, or which is subsequently accepted from you by the travel agent, is and continues to be held by the travel 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. When you buy a Holiday not including a flight, all monies you pay at the time of booking to any authorised travel agent of ours through whom you make your booking will be held by him on your behalf until we issue a booking confirmation to the travel agent. After a booking has been confirmed, all payments made to that authorised travel agent will be held by the agent on our behalf from receipt PROVIDING they are only paid to the agent immediately prior to the applicable balance due date (as shown on your booking confirmation). Payments must only be made to the travel agent in sufficient time for them to be paid to us by balance due date and not earlier even if your travel agent asks you to do so. 

Any authorised travel agent of ours through whom you make a booking will relay information from you to us and vice versa. For the purposes of compliance with time limits or limitation periods as set out or referred to in these booking conditions, receipt by such an authorised travel agent of messages, requests or complaints intended for us will be treated as receipt by us. However, we are not responsible for any advice given to you by your travel agent that did not originate from us.

 

A.6.    Changes made by us before departure

(1) Changes to confirmed bookings sometimes have to be made and we reserve the right to do so in accordance with this Section A.6. Most changes will be insignificant and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes. Occasionally, before departure, we may be constrained by circumstances beyond our control to make a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted in accordance with these booking conditions. Where we have to do so, Sections A.6 (3) and A.6 (4) will apply.

(2) All alterations which are not significant in accordance with Section A.6 (1) will be treated as insignificant changes. A change of flight departure time from the UK or overseas airport of less than 12 hours, airline, departure airport between London airports (Gatwick, Heathrow, Luton, Stanstead or London City), type of aircraft (if advised), destination airport or accommodation to another of a similar standard, with similar facilities, in a comparable location and of the same rating (our own or the official local rating) will also all be treated as insignificant changes. Please bear in mind that coronavirus and the measures and other action being taken by governments, public authorities and businesses to manage its effects (including implementation of social distancing) is likely to have an impact on holiday arrangements for a considerable period of time. We may, for example, be unable to provide certain advertised services or facilities as a result. Such measures/action may be introduced, re-introduced or changed with little or no prior notice. Greater flexibility is therefore likely to be required for the foreseeable future which we would ask you to bear in mind at all times, both before and after departure. Any impact which such measures/action has on your Holiday will not constitute a significant alteration to your contracted arrangements and will not entitle you to cancel without payment of the applicable cancellation charges as a result.

(3) In the event we have to significantly alter any of the main characteristics of your confirmed Holiday arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: (i) the proposed alteration and any impact this has on the price; (ii) in the event that you do not wish to accept the alteration, details of any alternative holiday arrangements we are able to offer (including the applicable price); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any alternative holiday arrangements offered; and (iv) the period within which you must inform us of your decision and what will happen if you don’t do so. Where any alteration or alternative arrangements we are able to offer (which you accept) result in a package of lower quality or cost, you will be entitled to an appropriate price reduction.

(4) If you choose to cancel your booking in accordance with Section A.6 (3), we will refund all payments you have made to us within such period of the date the cancellation takes effect (which will usually be the date we send you a cancellation invoice) as any applicable legislation requires. If we don’t hear from you with your decision within the period specified in Section A.6 (3)(iv) (having provided you with the above-mentioned information for a second time), we will cancel your booking and refund all payments made to us within the applicable period of the effective date of cancellation (see above). No compensation will be payable or other liability accepted where a change results from Unavoidable and Extraordinary Circumstances (see Section C.6) or is not significant.

(5) Unless the significant change is as a result of Unavoidable and Extraordinary Circumstances (see Section C.6), we will pay you compensation as shown in the table below where appropriate. If you accept the significant change or take a different holiday offered for sale by us, you will receive compensation as per Option 1 in the table below. If you reject the significant change and cancel your booking, you will receive compensation as per Option 2. The amounts in the table are by way of guideline only and may in appropriate circumstances be increased.

Independent or additional travel arrangements (such as domestic or internal flights, airport parking etc. that you book separately to your Holiday) do not form part of our contract with you. Should we need to make any changes to your Holiday, we will not be liable for any effect such changes may have on your own travel or other arrangements including without limitation, for any amendment or cancellation charges or re-booking costs which you incur as a result. You must ensure you book arrangements which can be changed or cancelled at no or minimal cost until close to departure. 

Compensation payments relating to a child place for which you have paid a child price are half the amounts shown below (up to a maximum of half the child price paid). There are no compensation payments payable to those travelling on ‘free child places’, ‘free group places’ or infants.
 

Period of notice of a significant change we give you or your travel agent before departureCompensation for each full fare paying passengerCompensation for each full fare paying passenger
 option 1option 2
84+ days£0£0
84-43 days£10£5
42-29 days£20£10
28-11 days£30£15
10-0 days£40£25


A.7.    Cancellation by us

(1) Occasionally, it may be necessary to cancel a confirmed booking. We have the right to terminate your contract in the event (i) we are prevented from performing your contracted Holiday arrangements as a result of Unavoidable and Extraordinary Circumstances and we exercise our right to cancel as a result and notify you or your travel agent of this as soon as reasonably possible or (ii) (where applicable) we have to cancel because the minimum number of bookings necessary for us to operate your Holiday has not been achieved and we notify you or your travel agent of cancellation for this reason as referred to in Section A.7 (5).  We also have the right to cancel if you fail to make payment in accordance with the terms of your contract in which case Section A.11 will apply.

(2) Where we have to cancel your booking in the circumstances referred to in Section A.7 (1), we will refund all monies you have paid to us within such period of the effective date of termination (which is usually the date we issue a cancellation invoice) as any applicable legislation requires. We will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred as a result (including without limitation, in respect of independent or additional travel or other arrangements booked in connection with your Holiday which you are unable to use). We will of course endeavour to offer you alternative holiday arrangements where possible which you may choose to book (at the applicable price) in place of those cancelled. 

(3) You may be entitled to compensation as a result of our cancellation of your Holiday in accordance with Section A.12 below except where we cancel as a result of either of the reasons set out in Section A.7 (1).  

(4) Without limitation, you will not be entitled to any refund, compensation or reimbursement of expenses and cancellation charges are likely to apply where Unavoidable and Extraordinary Circumstances affect your ability to travel on your Holiday. This may be the case, for example, where restrictions applied by the UK or any overseas government or public authorities mean you are unable to leave the UK and/or travel to or gain entry into the country(ies) where your Holiday is due to take place or are required to self-isolate or quarantine on arrival in destination or return to the UK. The issue of advice or recommendations against non-essential travel by public authorities (such as the UK Foreign Office) generally or to any country, area or region does not automatically mean our performance of your Holiday arrangements is prevented or significantly affected as a result. You must ensure the travel insurance you purchase provides you with suitable cover in respect of these situations and make a claim on this if the need arises.

(5) We regret that some Holidays shown on our website or in our brochures can only be operated if there is sufficient demand resulting in a sufficient number of people booking such Holidays each week during the season.  If there is insufficient number of confirmed bookings for any week(s) to enable us to operate Holidays which require a minimum number, we have the right to cancel the Holidays in question. Failure to achieve the applicable minimum number does not, however, oblige us to cancel. We will notify you of cancellation for this reason not later than 56 days before departure. If we have to do so, we will tell you or your travel agent as soon as reasonably possible. In this situation, Section A.7 (2) will apply. Where possible, we will offer you the option of the same Holiday departing on a different date. 

(6) Very rarely, it may be necessary as a result of Unavoidable and Extraordinary Circumstances to curtail or terminate your Holiday after departure but prior to its scheduled end which we reserve the right to do. Where your Package Holiday includes return flights, we will offer you an alternative, earlier flight where we are able to do so at no additional cost to you. If your Holiday does not include return flights, you will be responsible for making/changing your own arrangements.  In the event of the curtailment of your Holiday so that you leave your accommodation early, we will provide you with a refund of such part of your accommodation cost as relates to the unused period. We will not provide any other refunds and will not be responsible for meeting any costs or expenses you may incur as a result of the curtailment of your Holiday.   
 

A.8.    Our responsibility for the performance of the holiday

We do not ourselves own, operate or provide most of the services, facilities or travel arrangements which make up your Holiday.  Some of these are provided by independent third party suppliers whom we contract to provide these services, facilities or travel arrangements.  Subject to Section A.12, we promise to make sure that the Package Holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you (which does not include Ski Extras) are made, performed or provided with reasonable skill and care.  This means, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury, or your contracted Package Holiday arrangements (other than Ski Extras) 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 Package Holiday arrangements (other than Ski Extras). 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). 

For Ski Extras, our legal duty is to exercise reasonable skill and care in arranging for you to enter into a contract with the relevant Ski Extra Supplier.

For Accommodation only bookings, we undertake to use our reasonable skill and care in the selection of our chalets and hotels. These chalets and hotels are not owned or operated by us but by independent third parties. Providing we have selected the accommodation with reasonable skill and care, we are not responsible for the actual accommodation, for the performance of any accommodation related or other services or for the acts or defaults of the accommodation owners, operators or managers or any supplier, employee, agent, contractor or other third party who provides any services. This exclusion does not apply to our own employees providing they were at the relevant time acting within the course of their employment. 

You must tell us immediately of any failure to perform or improper performance of your Holiday arrangements (“Failure”) in accordance with Section C. 7.  

If a significant proportion of the contracted services included in your Package Holiday cannot be provided as agreed in the contract, we will endeavour to offer, at no extra cost to you, suitable alternative arrangements for the continuation of the Holiday.  The alternative arrangements shall where reasonably possible, be of equivalent or higher quality to those specified in your booking.  Where the arrangements offered are of a lower quality, you will be entitled to an appropriate price reduction as referred to in Section A.12 below.  You may only reject the alternative arrangements we offer to you if they are not reasonably comparable to those agreed in the contract or if the price reduction offered is inadequate.  If you do reject the alternative arrangements, or if we are not able to offer any, then you may, where appropriate, be entitled to a price reduction and/or compensation in accordance with Section A.12 below.

If a Failure substantially affects the performance of the Package Holiday, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your Holiday or to terminate it which you may do without paying cancellation charges. If you decide to terminate in these circumstances, then if your Package Holiday includes transport to your holiday destination, we will arrange for you to return to your outward point of departure by equivalent transport without undue delay (where reasonably possible) at no extra cost to you.  You may, where appropriate, be entitled to a price reduction and/or compensation in accordance with Section A.12 below.

Where your Package Holiday arrangements include return travel and we are unable to return you as agreed due to Unavoidable and Extraordinary Circumstances, we will meet the cost of necessary accommodation (if possible of an equivalent category), which is incurred as a result for a period not exceeding three nights per person.  This limitation will not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before departure. This commitment does not however apply where we are unable to return you as agreed because of your personal circumstances such as, for example, where you are unable to travel due to illness or injury. 
 

A.9.    Prompt assistance in resort

Where requested, we will provide you with appropriate assistance without undue delay if you are in difficulty, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and find alternative travel arrangements.  Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for it (not exceeding the costs we actually incur) if the difficulty has been caused intentionally by you or through your negligence.

 

A.10:     Changes you request before travel

If you want to change the arrangements you have booked in any way, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to our terms and conditions and those of our suppliers.

For any changes that can be made which involve an additional cost, we will charge the price that applies on the day the change is made. Remember any change to your departure date, airport, transport, destination, accommodation or length of the holiday has to apply to all members of your booking.

The lead name must give to your travel agent or to us directly, confirmation of your request to make the change. We will apply charges from the date we receive the instruction from you or your travel agent.

The following tables set out the charges we apply for changes you make to bookings.  In addition, we are entitled to charge you any fees that suppliers (including Ski Extras Suppliers) may charge us for making any change.  All amendment charges must be paid by you prior to the amendment being finalised.
 

Costs shown are per change per person*Notice given more than 84 days before departureNotice given 84 days or less before departure
Flight (e.g. time change within same day, UK airport change)£50 per personCancellation charges will be applied - see 'Cancellation by you'
Date of travel (see note 1)£50 per personCancellation charges will be applied - see 'Cancellation by you'
Accommodation£50 per personCancellation charges will be applied - see 'Cancellation by you'
Passenger name£50 per name change£50 per name change


*The maximum amendment fee we will charge for changes made by you in one request is £400 per booking. This does not apply where cancellation charges are payable as shown.

 

Note 1: It is not possible to transfer your booking to a departure date more than 12 months after your original travel date without incurring cancellation charges and we can only transfer to a product or season that is currently on sale.

Note 2: At our discretion, particularly where Unavoidable and Extraordinary circumstances exist, we may agree to waive any amendment charges when you transfer your booking. If the new transferred booking is subsequently cancelled then you will be liable for the originally waived amendment charges in addition to the cancellation charges set out in A.11.

You may transfer your Holiday to another person (introduced by you) who satisfies all applicable conditions without payment of our cancellation charges, subject to you and the replacement person(s) accepting that you will both be liable, jointly and individually, for full payment of any balance due to be paid and any fees, charges or other costs arising from the transfer.  We shall notify you of these costs upon receipt of your request to transfer.  You will need to give us a minimum of 7 days’ notice before departure and the request must be accompanied by the name and other applicable details of the replacement person(s).


Please note that the majority of our flight and transfer providers do not typically allow changes to be made to tickets after bookings have been confirmed.

Changes such as name changes (including initial changes), destination and date changes can be treated by our suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of the ticket price. Also, note that transport providers may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater than the cost of the original ticket.

Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made.


The table below details charges that we levy in the event that you wish to change any “Extra Services” that you have booked such as Ski Extras, excursions, private tuition or any other additional activities/services.
 

Time we receive your notice to amend item before departure*Charge for change
More than 28 daysFree of charge
28-8 days50% of item cost
7 days or fewer100% of item cost

 

* No refunds are applicable on the items that are not used once in resort.


If you change any ‘Extra Services’ supplied by 3rd parties (such as airport parking or excursions), we will pass on any costs imposed by the provider of the service in making the change. This may be up to 100% of the cost of the service which is being changes and/or the applicable cancellation charges and cost of making a new booking.

 

A.11:     Cancellation by you

You may cancel your booking at any time prior to departure by giving written notice to us or the travel agent through whom you made your booking. Any such notice of cancellation must be given by the lead name. You may also transfer your booking as referred to in Section A.10.

 

Any notice addressed to us should be sent to the correspondence address as stated on the invoice. It may also be sent by email (admin@neilson.com) or given to the travel agent. We will apply charges from the date the written cancellation notice is received by us or your travel agent.

As we are likely to have incurred costs in relation to a cancelled booking (including, without limitation, charges which are imposed on us by the suppliers), you will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as follows. In calculating these cancellation charges, we have taken account of possible cost savings and the generation of income from other bookings which may be able to utilise cancelled services to the extent this is likely to be achievable:
 

Cancellation charges
Time we or your travel agent receive your notice to cancel before departureCancellation charges (excluding any Ski Extras)
More than 84 daysLoss of deposit
84-64 days30% of the total cost of the holiday (or loss of deposit if greater)
63-50 days50% of the total cost of the holiday 
49-29 days70% of the total cost of the holiday 
28-15 days90% of the total cost of the holiday 
14 days or fewer100% of the total cost of the holiday 


Where any deposit is payable by instalments (see Section C), any references in the above table to “loss of deposit” shall mean loss of the Initial Deposit and the Deposit Balance (as defined in Section C). If the Deposit Balance has not been paid as at the date of cancellation, then the Deposit Balance shall be immediately payable and form part of the relevant cancellation charge.

If any member of the booking cancels and you cannot fill that person’s place, you may have to pay additional supplements for your accommodation. For example, you may have to pay for single or under-occupancy supplements. If you do cancel, you must still pay any insurance premiums and amendment charges which arose before the cancellation and any deposits paid for any pre-booked items or services.

If you cancel any Ski Extras or “Extra Services”’ (whether booked at the time of booking the basic holiday or subsequently) we will pass on any costs imposed by the provider of the service. 

If you cancel any travel insurance you purchased through us, your premium will not be refunded, as cover under the policy will already have begun.

In addition to the cancellation rights set out above, you will be able to cancel your Package Holiday booking before departure without paying any cancellation charges in the event that Unavoidable and Extraordinary circumstances (as described in Section C.6 below) occur at the place of destination of your Package Holiday or its immediate vicinity and significantly affect our performance of the contracted Package Holiday arrangements or the carriage of passengers to that destination.  Where applicable, you must notify us or your travel agent of your wish to cancel for this reason in writing. Providing we are in agreement that you are entitled to do so in accordance with this Section, we will send you a cancellation invoice to confirm the cancellation. Any refund then due will be paid within such period of this date as any applicable legislation requires. You will not be entitled to compensation or any of the rights set out in Section A.12 below. 


 

A.12: Price reduction, compensation for damages and limits on our liability

(1) Please note, we are not responsible for any failure or for any injury, illness, death, loss (for example, loss of enjoyment or loss of possessions), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from any of the following:-

(i) the act(s) and/or omission(s) of the person(s) affected; or
(ii) the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or
(iii) Unavoidable and Extraordinary circumstances as defined in Section C. 6.

(2) We cannot accept responsibility for any services which do not form part of your Package Holiday or Accommodation only booking.  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 by us in our brochure or on our website and we have not agreed to arrange them as part of your Package Holiday or Accommodation only booking. Similarly, we do not accept liability for any excursion, other tours or activities you purchase during your Holiday – see Section A.12(10). Regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out in Section A.8 and we do not have any greater or different liability to you in any circumstances.

(3) For Package Holidays, the promises we make to you about the services we have agreed to provide or arrange as part of your booking, and the laws and applicable standards of the country in which your claim occurred, will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which give rise to the claim were provided in compliance with the applicable local laws and standards, 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 standards of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim concerns the absence of a safety feature which might lead a reasonable holidaymaker to refuse to take the Holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in Section A.8. We do not make any representation or commitment that all services will comply with applicable local laws and standards and failure to comply does not automatically mean we have not exercised reasonable skill and care.

(4) Except as set out in Section A.12(5) or as otherwise permitted by English law, we do not limit the amount of damages you are entitled to claim in respect of personal injury or death which we or our employees have caused intentionally or negligently. For all other claims which relate to a Package Holiday, if we are found liable to you on any basis, the maximum amount we will have to pay you is three times the total Holiday cost (excluding any 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 Section A.12(5). For claims which relate to an Accommodation only booking, our maximum liability will be limited to twice the total Holiday cost (excluding any insurance premiums and amendment charges) 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 have not received any benefit at all from your Holiday.

(5) Where any claim concerns or is based on any travel arrangements (including without limitation, the process of getting on and/or off the transport concerned) provided by any air, sea or rail carrier to which any international convention or EU regulation applies where we have arranged that travel as part of our contract, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which damages/compensation will be payable) will be limited as if we were the carrier in question as referred to in this Section A.12(5). The most we will have to pay you for that claim if we are found liable to you on any basis is the most the carrier concerned would have to pay you under the international convention or EU regulation which applies to the travel arrangements in question. Such conventions and regulations include the Warsaw Convention as amended or un-amended and the Montreal Convention 1999 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, EC Regulation 392/2009 on the liability of carriers of passengers by sea in the event of accidents and the Athens Convention relating to the carriage of passengers and their luggage by sea 1974 for international travel by sea (as amended by the 2002 protocol), the Convention on Limitation of Liability for Maritime Claims as amended by the 1996 protocol and the Convention of 1980 concerning International Carriage by Rail (COTIF) as amended.  Where a carrier would not be obliged to make any payment to you under the applicable international convention or EU regulation (including where any claim is not notified and issued in accordance with the stipulated time limits), we, similarly, are not obliged to make a payment to you for that claim.  When making any payment, we will deduct any money which you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and EU regulations are available from us on request. Please note that strict time limits apply for notifying loss, damage or delay of luggage to the airline or ferry/cruise operator. Any proceedings in respect of any claim (including one for personal injury or death) must be brought within 2 years of the date stipulated in the applicable convention or EU regulation.

(6) We cannot accept any liability for any damage, loss, expense or other sum(s) of any nature or description which (a) 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) 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 or (c) relates to any business (including without limitation, loss of self-employed earnings).

(7) Where a flight ticket is downgraded or a flight cancelled or delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the EU Regulation 261 / 2004 (the Denied Boarding Regulations 2004), then you are encouraged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier’s actions and which fall within the scope of the Denied Boarding Regulations 2004. If for any reason, you do not claim against the carrier 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 carrier in relation to the claim that gives rise to that compensation payment.

(8) Please note that we expect you to assist us in recovering from any third party any sum which may compensate us for any sums we pay you. In particular, you are obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our legal liability to pay you compensation.

(9) We are entitled to deduct from any compensation payable to you, any sums that you may be paid by any of our suppliers that relate to the same event or circumstances giving rise to any liability on our part.

(10) Unless otherwise expressly advised by us in writing at or prior to the time of booking, activities, excursions and other tours that you may choose to book or pay for whilst you are away are not part of the Holiday provided by us. Such activities, excursions and tours are not operated, supervised, controlled or endorsed in any way by us. They are provided by local operators and other third parties who are entirely independent of us. For all such activities, excursions and other tours that you book, your contract will be with the operator or other provider of the activity, excursion or tour and not with us and will be subject to the operator/ provider’s applicable terms and conditions. We are not responsible for the provision or performance of the activity, excursion or tour or for anything that happens during the course of its provision or performance by the operator or other provider or for the acts or omissions of the operator/provider or any of its employees, agents, suppliers or contractors. This applies even where a Neilson representative accompanies the activity, tour or excursion or assists in making the booking. Any such assistance is provided solely in the capacity of booking agent for the operator or other provider. 


A.13: Flight delays - Package Holidays

Delays sometimes occur. We work closely with the airlines and overseas offices to make sure any delay is as short as possible. When a delay occurs we will try to make sure refreshments or meals are provided when appropriate. We will not do this ourselves as such arrangements will normally be the responsibility of the relevant airline. If you have taken out our recommended travel insurance or a comparable policy you may have cover against delays.


A.14: Local charges and tourist taxes

Unless we have stated that a service or facility is included or free in our accommodation descriptions you may be asked to pay a charge locally. For example local tourist taxes, room services (i.e. minibar), health and beauty treatments, snacks and drinks etc.

Tourist taxes are payable by you when you check out of your holiday accommodation. Charges vary by destination and are subject to change. 

Taxes for children are age-dependent. To find out the most up to date tourist taxes for your chosen holiday accommodation please contact us.

Section B: Ski Extras bookings

B.1:     Contracts with Ski Extra suppliers

In relation to the sale of Ski Extras, we act as an agent for the relevant Ski Extra Supplier(s) in respect of the Ski Extras you book.  When we make your booking, we will arrange for you to enter into separate contracts with each relevant Ski Extra Supplier named on your booking confirmation. This is the case even though all bookings of Ski Extras form part of your Holiday. 

A contract for a Ski Extra will only come into existence between you and the Ski Extra Supplier when we issue you with a booking confirmation which includes the Ski Extra. Prior to doing so, we or your travel agent may send you an acknowledgement of your booking. Any such acknowledgement simply indicates that we are dealing with your booking request and is not a confirmation of it.
 

B.2:     Changes and cancellations by you

The table below details the charges that we levy in the event that you wish to change your Ski Extra booking.
 

Changes you make to your Ski Extra booking
Time we receive your notice to amend item before departure*Charge for the change.                   
More than 28 daysFree of charge
28-8 days50% of the item cost
7 days or fewer100% of the item cost


* No refunds are applicable on any items that are not used once in resort. If you cancel your Ski Extra booking (whether booked at the time of booking the basic holiday or subsequently) we will pass on any costs imposed by the Ski Extra Supplier.

 

B.3:     Changes and cancellations by the Ski Extras Supplier

We will inform you as soon as reasonably possible if a Ski Extra Supplier(s) needs to cancel or make a change to your confirmed Ski Extra booking.

If there is time before departure, we will, upon request from you, liaise with the Ski Extra Supplier and use reasonable efforts to seek (but cannot guarantee) to secure from the Ski Extra Supplier a suitable alternative.

We will have no liability to you in respect of any change or cancellation of a Ski Extra by the Ski Extra Supplier.

If you are directly notified by the Ski Extra Supplier of any change to or cancellation of any Ski Extra you have booked, it is your responsibility to act upon this and update us.

Section C: General terms applicable to all bookings

Making Payments
C.1:     Payment terms

When you book your holiday you will be advised, at the time of booking, what payment is required for your particular arrangements and you agree to pay us:

 

C.1.1    a deposit at the time of booking followed by the remaining balance when due. You will be advised of the current deposit payable at the time of booking. The remaining balance of the Holiday cost is due by the date specified on your booking confirmation which will usually be 12 weeks before your departure, depending on the type of Holiday booked, unless the Holiday falls within the dates covered by C.1.4;


C.1.2    unless the Holiday falls within the dates covered by C.1.4, the full cost of the Holiday if you book 12 weeks or less before your departure (or such other period as may be advised at the time of booking); and

 

C.1.3   such other deposit or security payments as may be required by the supplier of the services for the arrangements in question and which are required at the time of booking. If you are purchasing a travel insurance policy through us, the premium for this will also be payable at time of booking.

The balance of the cost of your Holiday must be paid by the date specified on your booking confirmation. If you have booked through an authorised travel agent of ours, please ensure payment reaches the agent by the date they have advised so as to enable them to make payment to us. Please also see Section A.5.

Please note that we may treat your Holiday as cancelled by you if you do not make your final payment on or before the due date. If we do this, we will keep your deposit. Whilst we are not obliged to do so, if we agree to extend the period for you to pay the final payment and you still fail to pay or cancel your booking, we will regard the contract between us as having been terminated by you and impose cancellation charges on you in accordance with the relevant ‘Cancellation by you’ provisions set out in Sections A.11 and B.2, as though the Holiday had been cancelled by you on the revised date for payment of the balance due.
 

C.2:     Payment of deposit by instalments

From time to time and in certain circumstances, we may offer customers the opportunity to spread the payment of a deposit by offering a low deposit where customers can make an initial payment of part of the deposit upon booking (“Initial Deposit”) and pay the balance of the deposit (“Deposit Balance”) at a later date.  You will be advised, at the time of booking, whether or not a low deposit option is available to you and if so, the date by which the Deposit Balance is payable. Please note that, although we may allow payment of a deposit by way of separate payments, by making a booking, you accept that you are liable to pay both the Initial (Low) Deposit and the Deposit Balance even if you choose to cancel your booking (otherwise than under the provisions of Section C.6). If you cancel your booking (otherwise than under the provisions of Sections A.6 or A.7) prior to payment of the Deposit Balance then, not only will we be entitled to retain the Initial Deposit already received but, in addition, the Deposit Balance will become immediately payable to us. 

We reserve the right to cancel your Holiday if you fail to pay the Deposit Balance when due. In such circumstances, whilst we shall have no further liability to you, you will immediately be liable for payment to us of the Deposit Balance.
 

C.3:     Method of payment

We accept the following payment cards; Maestro, Delta, Solo, Visa and Mastercard. 

Prevention of Fraud: We will ask you to provide your credit card or debit card billing address and cardholder details when you book. Please ensure that the details you give match those on your credit card billing statement. We reserve the right to cancel tickets after issue if payment is declined or incorrect cardholder details and billing information has been supplied to us. To help combat fraudulent activity, we reserve the right to carry out random checks, including checks of the electoral roll and may request you to send us proof of your address and a copy of the credit card and recent statement before issuing any tickets.
 

C.4:     Best price guarantee

In common with all other operators in the travel industry, we operate a dynamic pricing policy whereby the price for a particular holiday can vary on a daily basis according to demand and availability. We guarantee that if the exact same package (departure date, flights, duration, rooms, passenger numbers) is advertised at a lower price on our website within 48hrs of booking your holiday, we will adjust the price of your booking to match that lower price. Please note that this guarantee does not apply where prices are found via Travel Agents or on other third-party websites or offered in emails received from third parties or where prices are only available by using a voucher/other promotion not offered to the general public. In order to take advantage of this guarantee and adjust your booking accordingly, you must send us an e-mail to admin@neilson.com within 96 hours of making your booking.


C.5:     Partner membership discounts

Where applicable, discounts will be applied to the advertised basic holiday price. The discount does not apply to any optional extras or services added to the booking. The offer cannot be applied retrospectively and Neilson reserves the right to withdraw this offer or change the level of the discount at any time. You must have a valid membership applicable to the relevant partner which commenced at least one month before the date of booking to be entitled to the discount. The discount is valid for a maximum of four people per booking per membership number (family memberships count as one membership number). For bookings over four people, the discount will be applied to the four people with the lowest cost. You must quote your membership number at the time of quote/booking, and the membership holder must travel.
 

C.6:     Unavoidable and Extraordinary Circumstances

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation, expenses, costs or losses 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, loss or expense of any nature, as a result of Unavoidable and Extraordinary Circumstances.  

In these booking conditions, where we refer to "Unavoidable and Extraordinary Circumstances", this means a situation which is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Such situations are likely to include (whether actual or threatened) riot, civil strife, terrorist activity, industrial dispute, natural disaster, exceptional adverse weather conditions, fire, flood, an outbreak of serious illness at your holiday destination, closure, restriction or congestion of airports, other transport hubs or airspace, flight restrictions imposed by any regulatory authority or other third party and volcanic activity. Unavoidable and Extraordinary Circumstances also include the coronavirus pandemic and its impact such as travel restrictions and the measures and other action being taken by governments, public authorities and businesses to control and manage its effects (such as the implementation of social distancing). 
 

C.7:     Resolving Disputes and ABTA

If anything is not to your satisfaction during your holiday please immediately inform both us (via the details set out below) and the relevant supplier (e.g. your hotelier) who will endeavour to resolve your problem. It is important you advise us as well as the supplier so we can both help to put things right without delay. We believe it is better for everyone to resolve problems that arise during your holiday promptly so that you can enjoy your holiday. However, if your complaint is not resolved locally, please follow this up within 28 days of your return home by emailing or writing to us at the details set out below, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you have special needs which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone. The address to send complaints to is Guest Services, Locksview, Brighton Marina, Brighton, BN2 5HA. To speak to us personally please call 0333 014 3614.  Alternatively, you can e-mail us using the relevant address below: guestservices@neilson.com

We are also a Member of ABTA, membership number Y6127. 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 cannot 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. 

Please note failure to advise of problems whilst on holiday, as described above, deprives both us and the suppliers of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract including reducing any compensation due, potentially to zero.


Your obligations
C.8:     Health and fitness precautions, disabilities, medical conditions and reduced mobility

Most of the activities included within our Holidays and the Ski Extras you may book through us require a certain degree of physical fitness.  It is your responsibility to ensure that you have the levels of fitness required for any particular activity that you choose to take part in.  If you are in any doubt please consult your GP before departure.  We, and those retained by us to supervise any activities, have an absolute right at any time (including after an activity has commenced) to prevent you from undertaking or continuing to participate in any particular activity if we reasonably believe that you do not possess the necessary levels of fitness.  In such circumstances, no compensation, refunds or expenses will be payable.

Our Holidays may not be suitable for people with certain disabilities, medical conditions or significantly reduced mobility. Before you make your booking, we will advise you as to whether the proposed Holiday arrangements are generally suitable for someone with reduced mobility.  However, reduced mobility of course means different things to different individuals as we fully appreciate that individual capabilities, restrictions and requirements are likely to vary considerably. When we refer to reduced mobility, this means any material reduction in mobility whether this is permanent or temporary and whether caused by age or by physical or mental disability or impairment or other cause of disability.

You must provide us with full details of any existing medical or physical condition or factor (including unusual height or weight), disability or reduced mobility issue applicable to anyone on your booking which is likely to affect your Holiday arrangements or the booking process in any respect including your ability to take part in some or all of the activities forming part of your Holiday or Ski Extra activities as well as any accommodation requirements or difficulties that may be encountered in accessing buildings or facilities, at the time of booking. You must also promptly advise us if any medical condition, disability or reduced mobility which is likely to affect your Holiday deteriorates or develops after your booking has been confirmed.  If in our reasonable opinion, your medical condition, disability or reduced mobility is such that we are unable to offer suitable Holiday arrangements and/or activities for you (after taking account of the assistance which can be provided by someone travelling with you), we may be unable to accept your booking or you may not be able to participate in certain activities. We will of course discuss the situation and your particular requirements with you and do our best to find a suitable solution if we can.

Please ensure that you obtain confirmation in writing that any disability/medical condition/mobility related special request will be complied with (where it is possible for us to give this) where this is essential for your Holiday arrangements. Any special request which we have accepted will be specifically confirmed as accepted on your booking confirmation.

If you do not give us all relevant details of any medical condition, disability or reduced mobility issue which is likely to affect your Holiday arrangements at the time of booking and/or promptly after its development or deterioration after booking, we must reserve the right to cancel your booking when we become aware of all relevant details if, in our reasonable opinion, the Holiday arrangements booked are not suitable for you (after taking account of the assistance which can be provided by someone travelling with you). If we cancel in these circumstances, cancellation charges as set out in Section A.11 will be payable by the person concerned.
 

C.9:     Illness and accidents

Should you become ill or sustain an injury while on your holiday, or during the course of using or participating in your Ski Extra, you must, in addition to promptly reporting your illness or accident to our representative, local agent or Duty Office, consult a local doctor during your holiday. You should also consult your GP promptly upon your return to the UK. Should you then wish to make a claim against us in respect of that illness or injury, you must provide us with details of both the local overseas doctor and your GP, together with your written authority for us to obtain a medical report from both those doctors should we or our insurers consider it appropriate to do so.
 

C.10:     Acceptance of risk

As with all sporting activities, the nature of the Holidays we provide, the Ski Extras and activities you may choose to participate in, involve a degree of personal risk. By making your booking, you recognise that many activities, such as biking, sailing, diving and water skiing are activities with a danger of personal injury or death. Due to rough terrain and uneven surfaces on land and the dangers associated with the sea and seabed, the natural environment can, at times, be hazardous. By entering a contract with us (or in the case of Ski Extras, by entering into a contract with the relevant Ski Extra Supplier(s)).

You accept these risks and responsibility for your own actions. Although we or our suppliers may provide instructions and tuition to you as part of the arrangements you book, which will assist in minimising these risks, your booking is accepted on the basis that you understand and accept the risks involved in physical activities. If at any time you feel uncomfortable or unprepared to take part in or carry on with any activity, any instructor should be advised immediately. You are under no obligation to take part in or complete any activity.

We will endeavour to ensure that reasonable, practicable and proportionate precautions are taken during your holiday to manage the risks associated with coronavirus to the extent that services are under our control and it is possible for us to do so. However, please bear in mind that these risks cannot be eliminated. It is your responsibility to take such steps as you consider to be appropriate to protect your health.   
 

C.11:     Insurance and EHIC/GHIC

It is important and a condition of our accepting your booking that all persons travelling are covered by appropriate travel insurance. You must purchase travel insurance prior to or at the time you book your Holiday, so that you have cancellation protection, and not just prior to your departure on Holiday. Your travel insurance must include cover in the event that you have to cancel for a reason outside your control prior to departure, for any medical expenses you may incur whilst away (including repatriation in the case of medical need) and for the activities which you may participate in during your Holiday.

Given the Covid-19 pandemic, it is important that your policy provides sufficient protection for your party both before departing on holiday (in case you, a travelling companion or a close relative contract Covid-19 or are forced to self-isolate) as well as catering for many issues that may arise during your trip (medical expenses and repatriation). Please visit our holiday extras page for further details of our preferred travel insurance partner Campbell Irvine, with policies underwritten by Allianz who are a leading travel insurer, should you need an appropriate policy. We will not be liable for any claim, liability, loss or expense which we could reasonably expect to be covered by travel insurance. 

Neilson Active Holidays is an Introducer Appointed Representative of Campbell Irvine Ltd who are authorised and regulated by the Financial Conduct Authority. This can be checked on the FCA's register by visiting the FCA's website at www.fca.org.uk or by contacting them on 0800 111 6787.

Please read your policy details carefully and take them with you on holiday.  It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs (including, for example, any pre-existing medical condition).  We are not in a position to check the suitability of travel insurance policies which is your sole responsibility. 

Existing issued EHIC (European Health Insurance Cards) remain valid until they expire even though the UK has left the EU. When your EHIC expires, or if you haven’t had an EHIC, you can apply for a GHIC (Global Health Insurance Card) providing you are eligible for one. A GHIC provides the same cover as an EHIC. Certain individuals may also be able to apply for a UK issued EHIC after 31 December 2020. EHIC and GHIC are free to apply for. However, both EHIC and GHIC provide only limited access to healthcare whilst you are outside the UK which also varies from country to country. They also provide no cover in the event that you require medical repatriation to the UK. Neither an EHIC nor a GHIC offer comparable protection to travel insurance and are not a substitute for travel insurance. Accordingly, you must purchase appropriate travel insurance. For more information, visit https://www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-uk-global-health-insurance-card-ghic/ 
 

C.12:     Travel information

Please note that we can provide general information about the passport and visa requirements for your trip, but your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant embassies and/or consulates in good time prior to departure. Any information supplied by us on these or related matters (such as climate, when to travel, clothing, baggage, personal items etc.) is given as general guidance and in good faith but we do not accept liability for any decisions made or actions not taken on the basis of the information supplied. 

Travel to Europe requires that you have a minimum of 6 months validity on your passport on the date of your departure from the UK. From 2022 onwards, the European Travel Information and Authorisation System (ETIAS) will be effective. In order to travel to or within the Schengen Zone (which is currently 26 EU member states), you will require an electronic travel authorisation unless you need a visa. An ETIAS travel authorisation is a visa waiver and, once granted, is valid for 3 years or until your passport expires. It can only be applied for online and a fee will be payable unless an exemption applies. An ETIAS travel authorisation will be required regardless of the length of your visit. If you are unable to travel on your Holiday because you have not obtained an ETIAS travel authorisation, cancellation charges will apply. For more information, see www.etiasvisa.com  
 

The passport, visa and health requirements at the time of booking can be viewed on the Foreign and Commonwealth Office website (www.gov.uk/foreign-travel-advice) which you must check at the time of booking as well as in good time and close to departure. Requirements are likely to change and travel restrictions may be imposed (which could be at no or very short notice close to departure) as a result of the Covid-19 situation. You must also keep up to date with this information while you are away. It is your responsibility to ensure that you are in possession of all necessary travel and health documents, and in compliance with any other travel requirements before you travel. If any member of your party is not a British Citizen with a British passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) you are travelling to or through. Please bear in mind that passport applications are currently taking significantly longer to process than usual in the UK and many countries as a result of the coronavirus pandemic. Please ensure you check the latest position on applying for or renewing a passport at the earliest opportunity. Neither we nor the suppliers, accept any responsibility if you cannot travel because you have not complied with any passport, visa, health, immigration or other travel requirements. Please ensure that all your travel, passport, visa, health and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure.

Details of any compulsory health requirements applicable to your holiday are shown on our website. It is your responsibility to ensure you obtain details of and comply with all recommended and required vaccinations, health precautions and other health-related measures (including those which are introduced to deal with Covid-19) in good time before departure. Details should be available from your GP surgery, local travel clinic and the National Travel Health Network and Centre. Information on health abroad is also available from the NHS

Vaccination and other health requirements/recommendations are subject to change at any time for any destination, including at short or no notice. Please, therefore, check with a doctor or clinic or other reliable sources of information not less than 6 weeks prior to departure and also closer to departure to ensure that you are aware of and can meet the necessary requirements and have the latest applicable information. Please be aware that there may be enhanced screening/monitoring at exit and entry points both in the UK and overseas. In certain situations and when travelling to or arriving from certain countries, you may be required to self-isolate or quarantine (possibly in a designated facility) for a set period on arrival. Any such requirement may be introduced or changed at very short notice.

It is the responsibility of the person who makes the booking to ensure that all persons travelling are in possession of all necessary travel and health documents before departure.  All costs incurred in obtaining such documentation and complying with all requirements must be paid by you. 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 all required documentation and comply with all applicable requirements.  If failure to have any necessary travel or other documents or to comply with any applicable requirement results in fines, surcharges, other financial penalty, costs or expenses being incurred by us, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health-related or other requirements, cancellation charges will apply as referred in clause Section A.11.

If you have any queries with regard to documentation and insurance requirements you must raise them with us or your travel agent well in advance of travel commencing. In the event we are asked to re-issue tickets that have been lost, destroyed or stolen and we agree and are able to do so, any charges incurred as a result of this will be payable by you.
 

C.13:     Special requests

If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise your travel agent or us (if booking direct) of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your travel arrangements, it must be specifically agreed with us in writing before or at the time you book. We promise to comply with any special request to which we have specifically agreed and confirmed in writing. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on any confirmation invoice/receipt/e-mail or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, it will either be invoiced to you prior to your departure or should be paid for locally. Please also see Section C.7.


C.14:     Behaviour

We want all our customers to have an enjoyable, carefree holiday but you must remember that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, reasonably believe:

(a)       your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; or
(b)       you are unfit to travel or remain in your holiday accommodation (including as a result of having contracted or showing any symptoms which indicate you may have contracted Covid-19);

then we may end the Holiday arrangements and terminate our contract with the person(s) concerned.  Ski Extra Suppliers may cancel any arrangements you have booked with them in these circumstances. The party member(s) concerned may be prevented from using your booked accommodation, transport and any other services and activities forming part of your booking.  In such circumstances, we will not be liable for any refund, compensation or any other costs you or any member of your party may have to pay as a result. Alternatively, and in our absolute discretion, you may be permitted to continue with your Holiday but may have additional terms of carriage or restrictions imposed upon you. The Ski Extra Suppliers may also, in their discretion, choose to permit you to continue with any Ski Extras you may have booked but could also impose additional terms or restrictions in relation to those Ski Extras.

In addition to the above and the effect your actions may have on others, you must take responsibility for your own safety and those around you and for maintaining the condition of the accommodation you occupy. To the extent that the law permits, we are not responsible for any accidents which occur in or around swimming pools or other similar facilities due to your inappropriate or irresponsible behaviour or for any accidents which occur anywhere on properties arising from such behaviour.

We appreciate that you may well drink alcohol as part of your enjoyment of your holiday. You must, however, do so responsibly and, to the extent that the law allows, we will have no liability (or our liability will be limited) to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol.

We will hold you and the members of your travelling party jointly and individually liable for any deliberate or reckless damage or loss to the accommodation, furniture, facilities or equipment located within your accommodation or to which you otherwise have access or which are used as part of any Ski Extra or other activities, together with any legal costs we or our Ski Extra Suppliers incur in pursuing or defending any claim which arises as a result. It is your duty to report any breakages, defects, loss or damage to an appropriate person immediately.

If your behaviour or the behaviour of any members of your travelling party causes any transport aircraft to be diverted we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion. We cannot accept liability for the behaviour of others in your accommodation or on your flight, or for any facilities/services withdrawn as a result of your actions.
 

Your travel documents
C.15:     Travel documents

You can download your travel documents from your online My Neilson account area. From there you can keep up to date with your booking, manage your marketing preferences and make payments too. 
 

Transport timings
C.16:     Flight and other travel timings

Flight timings are provided by airlines and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and we do not have any liability to you for any delay which may arise, or for any schedule alterations. Please bear in mind that measures taken by airlines, airports, public authorities and other third parties to deal with coronavirus are likely to have a significant effect on your travel arrangements including, without limitation, on the length of time it is likely to take to check-in luggage, pass through security and board your flight. Restrictions may also be applied to hand luggage within the aircraft cabin which may result in additional charges to place luggage in the hold being incurred.


C.17:     Information and prices

We publish brochure and website information many months in advance and, as far as we know, all information is correct at the time of publication. However, things may still change after publication and we check regularly to see if we need to update or correct any information or prices. If there are any significant information changes or we find any mistakes, we will put details on our computer reservation system or website so you will receive the latest information when you make your booking.

Descriptions of accommodation, facilities, services and itineraries we provide are based on information obtained from our suppliers. Sometimes the facilities described, such as air conditioning, swimming pools or equipment for activities (for example, a particular dinghy, bike or windsurfer), will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities, for example, scuba diving, water sports or golf, where not directly provided by us, or facilities such as restaurants, may not be available at all times and are normally managed by independent local operators. We have no control over their availability or prices. Outside the peak season, it is common for facilities and services to be less widely available, both in your accommodation and holiday resort/destination generally. Some activities or facilities may not be available all year round. Any transfer times we quote for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen property may be longer.

Please note that in the case of Ski Extra Suppliers' changes and errors, as the agent, we reserve the right to amend advertised prices at any time before your booking is confirmed on behalf of the Ski Extra Suppliers. We also reserve the right to correct errors in both advertised prices and confirmed booking prices on behalf of the Ski Extra Suppliers.
 

C.18:    Data protection

By making a booking with us, you agree we may use and disclose the information you provide for the following purposes: to enable us to process your booking (which will include passing your information to third party suppliers, such as hoteliers and airlines, and may involve sending your information to countries that do not have an equal level of privacy legislation to that in the UK); for market research and analysis purposes; for improving customer service; for the detection and prevention of fraud or other crime (which may include providing your information to organisations such as banks and credit card companies); for compliance with legal requirements (which will include passing your information to public authorities such as customs and immigration). If you purchase travel insurance from us, we will need to pass your personal data (including sensitive personal data and personal/sensitive data relating to other members of your travelling party) to the insurance company. Telephone calls to/from ourselves may be recorded for training and quality purposes and for preventing/detecting crime. If you have booked with us via our website, or if you have chosen for us to contact you by e-mail, we will communicate with you using the e-mail address you have provided to supply you with your travel documentation. We are entitled to assume that the e-mail address you have provided is correct and that you understand and accept the risks associated with using this form of communication. Please note that you may still need to contact us by post or via our call centre as required by our booking conditions.

Neilson Retail Limited, 2nd Floor, Locksview, Brighton Marina, BN2 5HA is the data controller of your personal information under data protection legislation. Please note that all personal data captured will be used and held in accordance with our privacy policy. For full details of the data we collect, how we use it and your legal rights, please refer to the Neilson privacy policy. If you wish to opt-out of receiving marketing communications from us, please advise one of our sales consultants or make the appropriate opt-out choices on the website when you book.


C.19:    Conditions of carriage

When you travel by air, rail or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention the Berne Convention or Athens convention. You agree that the transport company’s own conditions of carriage will apply to you on that journey. When arranging this 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 these terms and conditions form part of your contract with us as well as the transport company. You can ask us to provide you with a copy of any of the conditions applicable to your journey. These may limit or exclude liability, especially in respect of lost or delayed baggage.


C.20:    Brexit and your booking with us

The UK left the EU on 31 December 2020. The EU–UK Trade and Cooperation Agreement applies from 1 January 2021 and provides the basis for the UK’s future relationship with the EU. This agreement only deals with travel to and within the EU to a limited extent and there are a good many issues that remain outstanding. We can also expect that changes will be made and developments will occur which will impact on our ability to operate holidays as well as the costs involved in doing so. Some of these changes and developments are likely to constitute Unavoidable and Extraordinary Circumstances (see Section C.5). If we have to change or cancel your Holiday where this is the case, our responsibilities will be more limited than they may otherwise be. For example, we will not be liable to pay compensation or meet any expenses or costs you incur as a result. For more information on changes and cancellation by us, please see Sections A.6 and A.7. The effect of Brexit may also result in our costs increasing and/or make it uneconomic for us to operate certain types of holidays or holidays to a particular destination. We will of course endeavour to advise you at the time of booking if we are at that stage aware of any Brexit related issues which will or are likely to affect your Holiday. 


C.21:    Law and jurisdiction

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 (“claim”) except as set out below. We both also agree that any claim  (and whether involving personal injury or not) must be dealt with under the ABTA Arbitration Scheme or brought in the Courts of England and Wales only unless, in the case of court proceedings, you are a resident of 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 claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply). 

 

Abta No. Y6127 - Atol protected No. 10794