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 (e.g. Package Holidays which include only a flight and accommodation).
2. "Multi-Contract Package" – this is where we have created a Package Holiday and we sell this to you under multiple contracts. This is the case for all Package Holidays which include Ski Extras. For Multi-Contract Packages, your contract for the supply of all components other than the Ski Extras (e.g. flight and accommodation) is with us. 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 in the contract with you.
If your booking includes a flight, we will confirm to you which type of booking you have made by issuing you with an ATOL Certificate which shall state that it is either for a Single Contract Package or a Multi-Contract Package. If your booking does not include a flight, please check your confirmation/invoice/receipt/e-mail for these details.
Section A of the booking conditions applies to both types of Package Holidays. Section A also applies to Accommodation only bookings and references to Package Holidays in this Section A should be taken to include a reference to Accommodation only bookings. In the case of Multi-Contract Packages, the provisions of this Section A will apply along with the relevant supplier's terms and conditions. Copies of the supplier(s)' terms and conditions are available on request.
A contract will only come into existence between you and us when we issue a confirmation invoice/receipt/e-mail and, if relevant, the ATOL Certificate. 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.
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 from our supplier and are able to issue the relevant confirmation invoice/receipt/e-mail and the relevant ATOL Certificate.
Please check any confirmation invoice/receipt/e-mail 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 inaccuracies in any document within ten days of our sending it out (five days for tickets). Whilst we will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs and expenses involved in doing so except where we made the mistake and there is good reason why you did not contact us within the above time limits.
If you are booking on the internet or over the phone the lead name on the booking must be a minimum age of 18. If you are under 18 and travelling without an adult we will only allow you to book at a high street Travel Agent provided your parent/legal guardian is present and subject to you satisfying our suppliers’ conditions of travel. The parent/guardian will be required to sign the booking form in front of the Travel Agent and, when we issue a confirmation invoice/receipt/e-mail and for flight-inclusive Package Holidays, the relevant ATOL Certificate, a contract will then exist between the parent/legal guardian and us.
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 travelling party in relation to the booking, including any changes thereto and confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions, and all other information in the relevant brochure and on our websites (as applicable).
A.2: Price changes after booking
We may change the price of your booking after we have issued our booking confirmation in order to pass on to you changes 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 your booking imposed by third parties other than the suppliers, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) the exchange rates relevant to the booking. We shall only be able to change the price in this way if we notify you of any price increase at least 20 days before the start of your booking, together with a calculation and an explanation for this change.
If the price of your booking is increased by more than 8% of its total price, then you may:
(a) accept and pay for the price increase;
(b) reject the price increase and terminate your booking with a full refund; or
(c) reject the price increase, terminate your booking and take an alternative holiday if we decide to offer this. If you decide to take an alternative holiday, we will inform you of its impact on the price of your booking. If the alternative holiday is of lower quality or cost, you may be entitled to a price reduction in accordance with Section A.12 below.
We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the price increase. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled to terminate the booking and provide you with a refund.
If you decide to reject the price increase and terminate your booking with a full refund, you may also be entitled to compensation in accordance with Section A.12 below.
You will be entitled to a price reduction corresponding to any decrease in the costs described above which occur after you have booked but before the start of booking, although we will be entitled to deduct our administrative expenses of this process. You will be entitled to ask for a breakdown of these administrative 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 will already be 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.
A.4: Flight exclusive packages
When you buy a Package Holiday that does not include a flight, or Accommodation only, protection is provided by way of a bond held by ABTA – The Travel Association, 30 Park Street, London SE1 9EQ, www.abta.co.uk.
A.5: Payments to Travel Agents
In relation to ATOL protected flight-inclusive Package Holidays, money accepted by our Travel Agent 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 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 Package Holiday not including a flight, all monies you pay to the Travel Agent are held by him on our behalf at all times.
A.6. Significant changes made by us before travel
As the arrangements which make up your holiday are planned many months in advance, from time to time we may need to make a change to your holiday. We reserve the right to do so at any time. Most changes are minor changes, however, occasionally we have to notify customers of a significant change that we are constrained to make to the main characteristics of the holiday, or where we cannot fulfil any of your special requirements which we have accepted.
Significant changes we will tell you about include but are not limited to:
A.6.1 a change of your UK departure point (excluding a change within London airports eg Gatwick to Heathrow which is considered a minor change);
A.6.2 a change of your beachclub destination or ski resort;
A.6.3 a change of more than 12 hours to the time you leave the UK or your destination;
A.6.4 if we downgrade your accommodation by one full Tour Operator rating (or to a lower official rating where no Tour Operator rating is used)
In the unlikely event that we have to make a significant change to your holiday, we will tell you as soon as reasonably possible. You will then have the option to:
(a) accept the proposed change. If this results in a holiday of lower quality or cost, you may be entitled to a price reduction in accordance with Section A.12 below;
(b) reject the proposed change and terminate your holiday with a full refund; or
(c) reject the proposed change, terminate your holiday and take an alternative one if we decide to offer this. If you decide to take an alternative holiday, we will inform you of its impact on the price of your booking. If the alternative holiday is of lower quality or cost, you may be entitled to a price reduction in accordance with Section A.12 below.
We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the proposed change. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled to terminate the holiday and provide you with a refund.
If you decide to reject the proposed change and terminate your holiday with a full refund, you may also be entitled to compensation in accordance with Section A.12 and the table below.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
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. If you accept the significant change or amend to 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 travel arrangements (eg. internal flights, airport parking etc. that you may arrange separately) 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 amendment or cancellation charges incurred by you in respect of any such independent travel arrangements.
Compensation payments relating to a child place for which you have paid a child price are half the amounts shown below (up to 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 we give you or travel agent before departure | Compensation for each full fare paying passenger | Compensation for each full fare paying passenger |
|---|---|---|
| Option 1 | Option 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 |
We may not give you any of the above options in the event that a change to the purchased holiday is a minor change. Please note that a change of flight time of less than 12 hours, a change of airline or aircraft (if originally identified), a change of departure or destination airport to one within the same region, or a change of accommodation to another of the same or higher standard usually qualify as minor changes. We will endeavour to tell you about a minor change before you travel, however, we will not pay compensation as a result of this change.
A.7. Cancellation by us
On rare occasions, we may have to cancel your holiday and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative holiday if we are able to do, and inform you of its impact on the price of your booking. If the alternative holiday is of lower quality or cost, you may be entitled to a price reduction in accordance with Section A.12 below. If we cannot offer you an alternative, or even if you just prefer, we will provide you with a full refund of any payments made for the holiday.
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 are prevented from providing the holiday because of Unavoidable and Extraordinary Circumstances and we notify you of the cancellation without undue delay before the start of your holiday.
We regret that some travel packages shown on our website or in our brochures can only be operated if there is sufficient demand for the same and a sufficient number of people book such travel packages. If there is insufficient demand and subsequent confirmed bookings, we have the right to cancel the travel arrangements in question. If we have to do so, we promise we will tell you or your Travel Agent as soon as we possibly can. In this situation, you will then have the choice of the options shown in Section A.6 together with the option, if possible, of the same package departing on a different date. Where we cancel for lack of numbers in accordance with this paragraph, no compensation or other amounts (for example, the cost of any connected travel arrangements you have made independently) will be payable.
We can also cancel your holiday if you fail to make payments for your booking when due and in such circumstances, we shall have no further liability to you.
In the unlikely event we need to cancel your holiday for any other reason we will tell you or your Travel Agent as soon as possible.
A.8. Our responsibility for the performance of the holiday
We do not ourselves own or provide all of the services, facilities or travel arrangements which make up your holiday. Some of these are provided by third-party suppliers whom we arrange to provide the services, facilities or travel arrangements which make up your holiday. We have a legal duty to exercise reasonable skill and care in making the arrangements for the suppliers to provide the services, facilities and travel arrangements to you. For Ski Extras, our legal duty is to exercise reasonable skill and care in arranging for you to enter into a contract with the supplier of the Ski Extra.
We also have a liability to you for the performance of the travel services included in your holiday under the PTR, irrespective of the fact that such travel services may be performed by the suppliers.
You must tell us immediately of any failure to perform or improper performance of your holiday (“Failure”). This will give us the opportunity to resolve the Failure whilst you are on your holiday. If we refuse to do so, or if it is necessary to remedy the Failure immediately, then you may resolve the Failure yourself and request reimbursement of reasonable expenses from us. However, these rights will not arise if remedying the Failure is impossible or entails disproportionate costs. In that case, your only right will be to seek a price reduction or compensation in accordance with Section A.12 below.
If a significant proportion of the travel services included in your holiday cannot be provided as agreed in the booking, we shall offer, at no extra cost to you, suitable alternative arrangements for the continuation of the holiday. The alternative arrangements shall where possible, be of equivalent or higher quality than those specified in your booking. Where they are of a lower quality you will be entitled to a price reduction as described in Section A.12 below. You may only reject the alternative arrangements we offer to you if they are not comparable to what was agreed in the booking or if the price reduction is inadequate. If you do reject the alternative arrangements, or if we are not able to offer them, 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 holiday, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your holiday or terminate your booking without paying a termination fee. If you decide to terminate, then if your holiday included carriage to the destination, we shall also repatriate you with equivalent transport without undue delay back to your place of departure and 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.
If we are unable to ensure your return to your place of departure as agreed in your holiday because of Unavoidable and Extraordinary Circumstances, we shall bear the cost of necessary accommodation, if possible of an equivalent category, for a period not exceeding three nights per passenger. This limitation shall 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 the start of the holiday.
If a longer period of accommodation than that referred to above is provided for in Union passenger rights legislation (as described in the PTR) concerning your mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described above in the event of Unavoidable or Extraordinary Circumstances, then the limits set out in such legislation will apply instead.
A.9. Prompt assistance in resort
We shall 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 helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.
A.10: Changes you make 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, 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 on the booking must give to your travel agent or to us directly, notice to 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 that we are entitled to receive for changes you make to bookings. In addition, we are entitled to charge you any fees that our 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 | Notice given 84 days or less before departure |
|---|---|---|
| Flight (e.g, time change within same day, UK airport change) | £50 per person | Cancellation charges will be applied - see 'Cancellation by you' |
| Date of travel (see note 1) | £50 per person | Cancellation charges will be applied - see 'Cancellation by you' |
| Accommodation | £50 per person | Cancellation 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 include where cancellation charges are applied 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 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 A11.
You may transfer your holiday to another person who satisfies all the conditions applicable to the holiday, subject to you and the other person 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 reasonable notice of this change so that we can make the necessary arrangements, but 7 days before departure shall be considered to be reasonable.
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 made.
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 a Ski Extra, excursions, private tuition or any other additional activities/services.
Changes you make to Extra Services
| Time we receive your notice to amend item before departure* | Charge for change |
|---|---|
| More than 28 days | Free of charge |
| 28-8 days | 50% of the item cost |
| 7 days or fewer | 100% cost of the item |
* No refunds are applicable on the items that are not used once in resort.
If you change any ‘Extra Services’ supplied by 3rd parties (e.g. airport parking or excursions) we will pass on any costs imposed by the provider of the service, which may be up to 100% of the cost of the extra service.
A.11: Cancellation by you
You, or a member of your party, may cancel your booking at any time by giving us written notice. Any such notice of cancellation must be given by the lead name on the booking.
Any notice addressed to us should be sent to the correspondence address as stated on the invoice. We will apply charges from the date we receive the instruction from you or your Travel Agent.
As we may 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 (please ask if you would like to understand how these charges are calculated):
Our cancellation charges departing after 1 December 2020 and before 14 April 2021 (temporarily relaxed on 7 September 2020 due to Covid-19 global pandemic)
| Time we receive your notice to cancel before departure | Cancellation charge |
|---|---|
| More than 56 days | Loss of deposit |
| 56-43 days | 30% of total cost of holiday (or loss of deposit if greater) |
| 42-36 days | 50% of total cost of holiday |
| 35-29 days | 70% of total cost of holiday |
| 28-15 days | 90% of total cost of holiday |
| 14 days or fewer | 100% of total cost of holiday |
Our cancellation charges departing after 1 May 2021
| Time we receive your notice to cancel before departure | Cancellation charge |
|---|---|
| More than 84 days | Loss of deposit |
| 84-64 days | 30% of total cost of holiday (or loss of deposit if greater) |
| 63-50 days | 50% of total cost of holiday |
| 49-29 days | 70% of total cost of holiday |
| 28-15 days | 90% of total cost of holiday |
| 14 days or fewer | 100% of total cost of 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) and, 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 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 “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 booked 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 shall have the right to cancel your booking before the start of the holiday without paying any cancellation charge in the event of unavoidable and extraordinary circumstances (which is described in Section C.6 below) (“Unavoidable and Extraordinary Circumstances”) occurring at the place of destination or its immediate vicinity and we have confirmed to you that they will significantly affect the performance of the holiday, or they significantly affect the carriage of passengers to the destination. If you cancel in this circumstance, we shall provide you will a full refund of any payments made in relation to your booking but you will not be entitled to compensation or any of the rights set out in Section A.12 below.
If you choose to cancel a booking you are due a refund:
For any Summer 2020 holidays cancelled due to uncertainty over the inability to operate due to Covid-19 flying restrictions imposed by the Foreign and Commonwealth Office, we will provide a refund, less any charges due to us, in the form of an ATOL protected refund credit note.
For any Summer 2020 holiday (“original holiday”)amended to a future holiday either due to Covid-19 flying restrictions or Covid-19 related customer concerns over travelling on the original date, and then subsequently cancelled, we will provide a refund, less the greater of cancellation charges applying to the original holiday or the future holiday due to us, in the form of an ATOL protected refund credit note.
For all other refunds we shall provide you with any refund of payments made under the booking, less any cancellation charges due to us, as soon as we can and in any event within 14 days of cancellation.
A.12: Price reduction, compensation for damages and our liability
You will be entitled to an appropriate price reduction for any period during which there is a Failure, unless the Failure is attributable to you.
You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Failure except where the Failure is:
(a) attributable to you;
(b) attributable to a third party unconnected with the provision of the travel services included in the holiday and is unforeseeable or unavoidable; or
(c) due to Unavoidable and Extraordinary Circumstances.
We shall not be liable to pay compensation to you in connection with your holiday where there are international conventions which limit the extent or the conditions under which compensation would have to be paid by one of our suppliers. These same limitations will apply to us and in an identical manner as if such limitations applied directly to us. These international conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the provision of accommodation. We shall have the full benefit of any limitation of compensation which is contained in these conventions and any other international conventions which govern the travel arrangements which make up the holiday. Please ask us for copies of these international conventions if you would like to see them.
Our liability will also be limited in accordance with the contractual terms of the suppliers which provide the transportation element of your holiday and in an identical manner as if such limitations applied directly to us.
Our liability to you in connection with your holiday shall be limited to a maximum of three times the cost of your holiday, except in cases involving death, injury or illness where we or our suppliers have caused such damage intentionally or with negligence.
If you are granted compensation or a price reduction by another party in relation to the same Failure which you claim compensation or a price reduction from us, then we may deduct the compensation or price reduction you receive from the other party from that which is payable by us.
Except as set out above, we accept no liability for any claims, losses, expenses, damages or liability for your holiday, except in cases involving death, injury or illness where we have caused such damage with negligence.
Where a flight ticket is downgraded or a flight cancelled, 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.
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.
We are entitled to deduct from any compensation otherwise 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.
Unless otherwise expressly indicated by us in writing, excursions or other tours that you may choose to book or pay for whilst you are away are not part of the holiday provided by us. For any excursion or other tours that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator and this applies even where a Neilson representative accompanies the tour or excursion.
Nothing in these booking conditions affect any statutory rights that you may have under the relevant jurisdiction applicable to you.
A.13: Flight delays
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 but are currently €1.05 - €2.50 per person per night in Austria, €0.83 - €3 per person per night in France, €1.50 - €4 per room per night in Greece, €1 - €2.00 per person per night in Italy and Sardinia. There are currently no tourist taxes to pay in Andorra, Croatia or Spain, although this is subject to change.
Taxes for children are age-dependent (prices correct as of August 2019 and subject to change). To find out the most up to date tourist taxes for your chosen holiday accommodation please contact us.
