Booking Conditions

Booking Conditions

The booking conditions below apply to all bookings made with Rich Vein Travel, a trading name of Rich Vein Limited. We are registered in England and Wales under company number 10647874. The following booking conditions form the basis of your contract with Rich Vein Travel. Please read them carefully as they set out our rights and obligations. By confirming a booking, the first named person on the booking (party leader) agrees on behalf of all persons detailed on the booking that:

1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
2. He/she agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes thereto;
3. He/she consents to our use of information in accordance with our Privacy Policy;
4. He/she is over 18 years of age
5. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking

In these booking conditions, “you” and “your” means all persons named on the booking, including anyone who is added or substituted after the original booking. “We”, “us” and “our” means Rich Vein Travel.

Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide, or perform (as applicable) as part of our contract with you. All references to “booking”, “contract”, “holiday” or “arrangements” mean such arrangements unless otherwise stated.  “Accommodation” means the hotel, apartment, or chalet which you have booked as part of your holiday and “departure” means the start date of the arrangements you have booked with us.

1. Booking
On making an enquiry with us regarding a holiday booking, we will issue you with a quote. To secure your booking (subject to availability), you should contact us to confirm your booking and pay the relevant deposit. The person who makes the booking (“party leader”) guarantees that he/she has the authority to accept and does accept on behalf of all members of your party, the terms of these booking conditions. The party leader accepts responsibility for paying for all persons named on the booking and for keeping them advised of the booking details and all information we send to you. A contract will exist between us and the party leader as soon as we issue our confirmation invoice. Please check the contents of the invoice and all other items we send you carefully and thoroughly. Contact us immediately if any information which appears on any document appears to be incorrect or incomplete as it may not be possible to make changes later.

2. Payment
To confirm your chosen holiday, you are required to pay the appropriate deposit (or full payment if your booking is received within 8 weeks of departure) at the time of booking. Please note: deposits are not refundable except where expressly stated in these booking conditions. To secure flight fares or cruise bookings, we may require a higher deposit than normal (to include the full cost of the flight element or cruise deposit) to be paid at the time of booking. We will advise you of this before you confirm your booking. For some holidays or elements of holidays, full payment must be received earlier than 8 weeks in advance. We will advise you at the time of booking where this is the case.
If we specify a date for payment for the outstanding balance of a holiday this must be adhered to. Failure to do so will mean that we have the right to treat your holiday as cancelled by you and you will forfeit all payments made or due at that date. Alteration or cancellation by a client of an accepted booking will be subject to the provisions of these booking conditions.

3. Insurance
We strongly recommend purchasing comprehensive travel insurance prior to date of travel. This insurance should be commensurate to the value of your booking, and cover cancellation and curtailment, all medical expenses including evacuation/repatriation, personal baggage, personal liability, death and permanent disability and travel document insurance. If you suffer from a disability or medical condition you must disclose this to insurers. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance. Please keep your insurance details with you whilst on holiday.

4. Your Contract
We both agree that a binding contract between us comes into existence when we despatch your booking confirmation and invoice to the party leader or, in the case of online bookings, when they are confirmed on screen by provision of a booking reference. English law, and no other will apply to this contract and to any dispute, claim or other matter of any description which arises between us. We both also agree that any dispute, claim or other matter of any description which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).

5. Special Requests, Disabilities, and Medical Problems
If you or any of the persons within the party have any special requests, disabilities, or medical problems you must advise us in writing prior to booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless we have specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you.
You must also advise us as soon as possible of any change in any disability or medical condition or if there is a change in your health or fitness. If we reasonably feel unable to properly accommodate the needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking or their health/fitness/disability/medical condition deteriorates, cancel when we become aware of these details.

Unless and until specifically confirmed, all special requests are subject to availability. Unfortunately, we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a request.

6. Pricing
We reserve the right to increase or reduce the price of unsold holidays at any time. The price of your confirmed holiday is subject to variations in:

  • (i) transportation costs, including the cost of fuel; or
  • (ii) dues, taxes, or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or
  • (iii) the exchange rates used to calculate your arrangements.

We will absorb, and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. If the increased costs exceed this 2% will we ask you to pay the difference. If any increase is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies paid to us (except for any amendment charges) or alternatively purchase another holiday from us as referred to in clause 9. You have 14 days from the issue date printed on the final invoice to tell us if you want to cancel for this reason. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. If you do not tell us that you wish to cancel within this period, we are entitled to assume that you do not wish to cancel and will pay the surcharge.

Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later. A refund will only be payable if the decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of the decrease in our costs. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Except as set out below, we promise not to levy a surcharge within 30 days of departure, nor will refunds be paid during this period. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Please note, changes and errors occasionally occur.

7. Changes made by you
Should you wish to make any changes to your confirmed holiday, you must notify us in writing as soon as possible. Whilst we will endeavour to assist you but we cannot guarantee that we can meet any such requests. Where we can assist, an amendment fee of up to £30 per element altered will be payable in addition to any costs or charges incurred by us and/or incurred or imposed by any of our suppliers.

Group Holidays: Any alteration to your booking requested less than 56 days prior to departure will be regarded as a cancellation and cancellation charges as set out in clause 7 will be payable. Name changes can be made up to 21 days prior to departure for an alteration fee of £30 per person in addition to any costs or charges incurred by us and/or incurred or imposed by any of our suppliers.

8. Cancellation by you
Should you wish to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at our office.

If we receive your notice of cancellation 8 weeks or more before departure, 71 days or earlier for cruise bookings, we will retain the full amount of your deposit (NB “deposit” includes, in addition to any other monies paid or due at that time, all amounts paid or due at the time of booking in respect of any flight(s) you have booked).

If we receive your notice of cancellation less than 8 weeks before departure, 70 days or less for cruise bookings the following charges will be payable:

NB The charges set out below are shown as a percentage of the total cost of the holiday* payable by the person(s) cancelling, including the deposit, excluding insurance premiums and any amendment charges. Insurance premiums and amendment charges are not refundable in the event of a cancellation.

Cruise holidays

Period before departure within which notice of Cancellation by you is received
Cancellation charge per person cancelling
70 – 61 days
45%;
60 – 42 days
60%;
41 – 14 days
80%;
13 days or less
100%.

All other holidays

Period before departure within which notice of Cancellation by you is received
Cancellation charge per person cancelling
56 – 42 days
30%;
41 – 28 days
50%;
27 – 14 days
70%;
13 days or less
100%.

Where any cancellation reduces the number of full paying party members in the party below the number on which the price, or any concessions agreed for your booking were based, we will recalculate these items and invoice you accordingly. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. Claims must be made directly to the insurance company concerned.

Air inclusive holidays: Please note that where you have booked a flight inclusive holiday with us the cancellation charge applicable to your flight will, depending on the airline you have booked with, often be an amount which could be as high as 100% of the total cost of your flight if you cancel at any time after your booking has been confirmed. Upon cancelling a flight, you should assume that the charge applicable to your flight will be 100%. We will advise of the correct charge at the time of cancellation.

If any member(s) of your party is/are prevented from travelling, you may transfer their place to someone else providing the following requirements are complied with:

  • We must be notified of the transfer(s) in writing (giving full details of the original and substitute party member(s))
  • We must receive notification no less than two weeks before departure

Where a transfer to another person can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers will be required. This is in addition to an amendment fee of £30 which must be paid before the transfer can be effected. For flight inclusive bookings, you must pay the charges levied by the airline concerned. Most airlines do not permit name changes after tickets have been issued for any reason. Therefore, upon transferring the flight ticket(s) for your party, as party leader you should assume that the charge applicable will be 100% of the cost for a new ticket.

9. Alterations to a confirmed booking after travelling has commenced
We regret that no credit or refund is possible for any unused services included in the cost of your holiday. If you decide to alter travel arrangements for you and your party whilst abroad this is your own responsibility. Rich Vein Travel is not responsible for any extras or difficulties that may arise with onward travel because of such alterations.

10. Cancellations made by us
We will always endeavour to avoid changes and cancellations. As we plan your arrangements many months in advance we may occasionally make changes or cancel your booking and we reserve the right to do so at any time. In very rare circumstances, we may have to modify a holiday before you depart. Most of these changes are minor. However, if we consider the change to be a major change we will notify you as soon as possible. Occasionally we may have to make a major change to your confirmed arrangements. Examples of “major changes” include the following, when made before departure:

  1. A change of accommodation for the whole or significant part of your holiday
  2. A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  3. A change of outward departure time or overall length of your arrangements of twelve or more hours.
  4. A change of UK departure airport, if the departure airport has changed from one city to another. This is not applicable to London airports. The London airports being referred to are Heathrow, Gatwick, Stansted, Luton, and London City
  5. A significant change to your itinerary, missing out one or more destination entirely.

If there is time to do so before departure, we will offer you the choice of the following options:

  1. accepting the changed arrangements
  2. purchasing an alternative holiday from us, of a comparable standard to that originally booked if available. If this holiday is cheaper than the original holiday, we will refund the price difference. If this holiday is more expensive you must pay the difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other holidays, if available. This will mean you pay the difference, if the chosen holiday is more expensive. If the holiday chosen is cheaper you will receive a refund from the company
  3. Cancelling or accepting the cancellation in which case you will receive a full refund of all monies paid to us

The above options are not available where any change made is a minor one.

11. Compensation
If we must make a major change or cancel less than 8 weeks before the departure date of your holiday we will pay you the compensation payments set out in the table below depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions.

Compensation will not be payable and no liability beyond offering the above-mentioned choices can be accepted where:

  • we are forced to make a change or cancel because of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care.
  • we must cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached – in this case we will notify you not later than 8 weeks before departure.

No compensation will be payable and the above options will not be available if

  • we cancel because of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time)
  • The change made is a minor change. A minor change is any change which, taking account of the information you have given us at the time of booking or which we can be expected to know as a tour operator, we could not expect to have a significant effect on your confirmed holiday.
  • where we make a major change or cancel your arrangements more than 56 days before departure
  • where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
  • where we are forced to cancel or change your arrangements due to Force Majeure (see clause 10)

Compensation when Notification of Change or Cancellation is sent

Period before departure within which notice of Cancellation by you is received
Compensation payable per person booking
57 days or more prior to departure
£0;
56 days – 35 days prior to departure
£10;
34 days – 15 days prior to departure
£20;
14 – 0 days prior to departure
£30.

Very rarely, we may be forced by “force majeure” (see clause 12) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we will try to obtain refunds for any unused services from our suppliers. If we are successful we will pass these on to you after deducting our own costs in obtaining them. If we are not successful we cannot give you any refund as this situation is totally outside our control. We cannot pay you any compensation or be responsible for any costs or expenses incurred by you because of this situation.

12. Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid because of force majeure. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned control. Advice from the Foreign Office to avoid or leave a country may also constitute Force Majeure.

13. Our promise to you
We promise to make sure that the holiday arrangements we have agreed to make, perform, or provide as applicable as part of our contract with you are made, performed, or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient because of the failure of ourselves, our employees, agents, or suppliers to use reasonable skill and care in making, performing, or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost, or other sum or claim of any description whatsoever which results from any of the following:

(a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
(b) 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
(c) “force majeure” as defined in clause 12 above.

We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised on our website and we have not agreed to arrange them as part of our contract and any excursion you purchase during your holiday. In addition, regardless of any wording used by us on our website, or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

Please note, we cannot accept any liability for any damage, loss, expense, or other sum(s) of any description which

  1. based on 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
  2. did not result from any breach of contract or other fault by ourselves or where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any business losses.

Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £1,000 per person affected (unless a lower limitation applies to your claim under this clause) as you are assumed to have taken out adequate insurance at the time of booking. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis, the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total, unless a lower limitation applies to your claim under this clause. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred will be used as the basis for deciding whether the services in question had been properly provided. If the services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question.

Where any claim or part of a claim concerns or is based on any travel arrangements forming part of your holiday with us (including the process of getting on and off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended or un-amended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens convention for international travel by sea and the Berne convention for international travel by rail). Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

14. Your Responsibilities
It is your responsibility to arrive at the correct departure point in good time before departure and any loss, damage, or expense which you suffer through failure to do so lies with you. We cannot accept any liability if you miss your flight, rail transportation or cruise.

You must behave in a reasonable and responsible manner towards any other person you meet throughout your period of travel. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) where the claims arise as a result of your actions.

You should ensure that you have appropriate travel insurance to protect you if this situation arises. If, in our reasonable opinion or in the reasonable opinion of any other person in authority, you behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the arrangements of the person(s) concerned. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred which arise due to the termination.

You must take all sensible precautions to protect your own safety and wellbeing while you are on holiday. Ensure that you are familiar with the layout of your hotel or other accommodation and the location of fire exits, escape routes and alarms as soon as possible after arrival. Children of all ages should always be appropriately supervised. Please be aware that balconies may not always be enclosed in a way which would prevent a child or adult falling from them. Swimming pools may not have regular or reliable depth markings and may contain unexpected and unmarked changes of depth. Swimming pool surrounds may be slippery when wet. You must personally familiarise yourself with the depth of the pool and any hazards it contains. The pool should be checked before every use and any apparent defects immediately reported. You must not enter any pool after drinking any alcohol, even a moderate amount, or when it is closed and must not dive into it except into any area unless it is specifically designated as suitable for diving and then only after you have personally checked the depth.

Any passports, visas, health certificates, international driving licences and other immigration requirements and travel documents required for the holiday must be obtained by the client, whose responsibility it remains to ensure that these are all in order and to meet any additional costs incurred (whether by the client or by the Company on the client’s behalf) because of failure to comply with such requirements.
We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country or countries you intend to travel to. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

15. Conditions of suppliers
Many of the services provided for your holiday are derived from independent suppliers. Such suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 13). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

16. Financial security
We are a member of the Travel Trust Association Ltd, membership number Q6149 which means that your holiday funds are 100% financially protected. There are two levels to this financial protection:

  • All advance payments are held in a trust account which is supervised by an independent trustee giving the consumer complete financial protection and peace of mind
  • The TTA Travel Protection Plan is a unique fidelity insurance that protects all clients booking with TTA members up to £11,000 per passenger

17. Rail Reservations
We request rail reservations many months in advance but occasionally there are insufficient First Class seats available. Where this is the case, we will book Standard Class seats and refund the difference to you. Although we do our best to follow the routes noted in the itinerary there might be occasions when a different routing and/or departure time is necessary due to the timetable, variations, or seat availability. We will notify the party leader is this is the case.

Prices quoted on this website are based on special fares, negotiated with our rail partners for group travel.

18. Website Descriptions and Accuracy
All information concerning the hotels, resorts, flights, cruises, and rail tickets used by Rich Vein Travel are continually checked to ensure that it is correct at the time of advertising. All information is given in good faith and believed correct at the time of being published. Every effort is made to ensure the accuracy of all descriptions and information. However, we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed, due to weather conditions, lack of demand or for maintenance, renovation etc. If you are a single traveller, or your party consists of a number less than the accommodation sleeps, a supplement will be levied. This is because our contract is based on a price per room/villa/chalet, whilst our holidays are sold on a per person basis, including flights and other elements. Some hotels do offer rooms that only sleep one person and, in this instance, there will normally be a supplement. Pictures of rooms shown online may not illustrate the room booked or that available with lead-in prices. Pictures of holiday locations may not illustrate the destination at your time of travelling or whilst you are on your holiday. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking. This website is our sole responsibility. It is not produced on behalf of and does not commit any independent organisation/carriers whose services are featured in it.

19. Delays
Should you opt for travel insurance your insurance policy may provide some cover in the event of delay at your outward and/or homeward point of departure. We are not able to offer you any assistance in the event of delay.

Group Travel – In the event of undue delay, groups will be looked after in accordance with the standard practice of the scheduled carrier or transport operator.

20. Denied boarding
If you have booked a flight through us and your flight is cancelled, delayed, downgraded or if boarding is denied in circumstances which would entitle you to claim compensation against the airline under EC Regulation No 261/2004 – the Denied Boarding Regulations 2004, you must contact the airline for the compensation. All sums you receive or are entitled to receive from the airline due to these Regulations represents the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience, or effect on any other arrangements. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers.

A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations.
If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment.

21. Flights
In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm. In accordance with EU Regulations we are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.

We are not always in a position at the time of booking to confirm the flight timings for your holiday. The flight timings shown on our website, written in emails, discussed verbally, and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched – we will contact you as soon as possible if this occurs.

22. Excursions and activities
We may provide you with information (on our website and/in our communications with you and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We are not involved in any such activities or excursions. They are not run, supervised, or controlled by us in any way. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest local operators or other third parties. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 10(1) of our booking conditions will not apply to them. We do not however exclude liability for the negligence of ourselves resulting in your death or personal injury. We cannot guarantee the accuracy of information given in relation to such activities or excursions or about the area(s) you are visiting generally (except where this concerns the services which will form part of your contract) or that any excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities mentioned on our website which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.

23. Complaints and Problems
In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform the hotelier, carrier or other supplier in question, and our Tour Manager in the case of group holidays. Any verbal notification must be put in writing and given to them as soon as possible. If the complaint or problem is not resolved to your satisfaction straight away, you must contact us with full details by email within 48 hours. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the party leader should write to us. If you fail to follow this simple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or lost entirely.

24. Data Protection
We will only process the personal data we collect from you as permitted by the Data Protection Act 1998 and in accordance with our Data Protection Privacy Policy.

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