Booking Conditions
IMPORTANT INFORMATION
Weather
Information is supplied by the Meteorological Office, local tourist offices and other sources and is given as a guide only. World weather patterns are now becoming more and more erratic resulting in unusual rainfall, storms and even floods. Most people go on holiday to spend time in the sunshine and although adverse weather conditions can be very frustrating Go Touring cannot assume any responsibility for the statistical information provided above, nor accept liability to make refunds or pay compensation for alternative arrangements, damage to property or curtailed holidays as a result of such conditions.
Safety & Security Abroad
Sadly crimes against both people and property are a fact of life the world over. When travelling in a foreign country it is very important to be extra vigilant. Travellers have the same responsibility for their personal safety and that of their possessions as they do at home. The Foreign and Commonwealth Office (FCO) produces a wide range of material regarding overseas countries that may be visited by British citizens and essential travel advice and tips. This information ensures travellers are properly informed about all overseas destinations, particularly in relation to political unrest, crime and health issues. We take the safety and security of our clients extremely seriously. Go Touring will not operate and reserve the right to cancel tours to countries that the FCO advises either against travelling to or against nonessential travel. If you would like to know the current travel advice for a particular country you can visit www.fco.gov.uk/travel or call 0870 606 0290.
Health & Vaccinations
Health facilities, hygiene and disease risk vary worldwide. You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken early enough (which may be a month or more prior to departure) to be fully effective at the time of travel. For more detailed information we recommend you contact your GP or one of the specialist vaccinations centres. Wheelchair passengers must travel accompanied by an able bodied person. For more general health advice, please note the following:
• Drink only bottled water and check the seal is secure when you receive it.
• Do not take ice in drinks unless you have established the ice was made from filtered water.
• Do not eat raw vegetables, unpeeled fruit or uncooked seafood.
• Avoid food and drink from local street vendors as refrigeration and sanitary practices cannot be guaranteed.
Passports & Visas
We can only advise of the requirements for British & Irish passport holders. For British or Irish passports endorsed in any way and all other passport holders, requirements should be checked with the relevant embassy. You should ensure that you have a valid ten year passport and, as many countries require expiry dates on passports to be a considerable length of time after the return from holiday, we would recommend that your passport is valid for at least 6 months after your return to the UK. All passports must comply with all International Immigration Regulations for each country visited. Visas may be required for the destination you visit. If your passport indicates you are a British Citizen we have indicated in most cases where visas are required. For Australian ETAs (Electronic Travel Authority), Go Touring is happy to obtain these on your behalf for a fee of £15.00 per person. Please note, Go Touring can only obtain these for British & Irish passport holders and passport holders of other selected EU member countries. For passengers travelling to other destinations, we are unable to offer a visa service (should a visa be required), however we will provide you with the most up-to-date information available on visa requirements and fees at the time of booking. Residents outside the UK and non British passport holders should check directly with the relevant embassy. Go Touring accept no liability for any passenger being refused entry into a country as a result of not acquiring the correct documentation or holding a valid passport.
ESTA – new entry requirements for the USA
The US Immigration have announced new measures that will require all travellers to obtain an electronic travel authorisation prior to boarding a carrier to travel by air or sea to the US under the Visa Waiver program. This is also applicable to passengers in transit in the US. The Electronic System for Travel Authorisation (ESTA) is available online on a voluntary basis from August 2008 and will become mandatory for anyone travelling from 12th January 2009 onwards. Applications can be submitted at any time prior to travel however it is recommended no later than 72hrs prior to travel. For more information and to apply online please visit https//esta.cbp.dhs.gov
USA Entry Requirements
The US Government have strict entry regulations which must be adhered to. Please note if you or your travel companions / dependents do not have the appropriate personal documentation the US Customs will not allow entry. Please see some guidelines below and for full advice visit the US Embassy website on www.london.usembassy.gov or phone 0906 8200 290.
• All passports must be valid, machine readable with a digital photograph or an e-passport with an electronic chip. You can check the validity of your passport on the useful link on the US Embassy website. A passport indicating that the bearer is a British subject, British dependent territories citizen, British overseas citizen, British National Citizen or British Protected person does not qualify for travel without a visa or with someone who has indefinite leave to remain in the UK. N.B: Some passports issued by British Consular posts abroad may not be machine readable – please check with the UK Passport Service on 0870 521 0410 or www.passport.gov.uk for further information. Also applicable to passengers in transit in the US.
• The US Government requires advance passenger information detailing their country of residence, as well as postal address of the first hotel where you will be staying in the US, which can be found on the contacts page of your final itinerary. This information will be collated by the airline upon check-in and will also be required on the Visa Waiver form on the aircraft.
• Finger scanning and facial recognition is a
standard security process for all travellers to the US on arrival.
• British Citizens holding a UK passport can enter under the Visa Waiver program and do not require a visa prior to travel providing:
• Duration of the stay is no more than 90 days and the traveller has a valid onward or return ticket.
• Travel is for business, tourism or transit only.
• Traveller is not a journalist or seeking employment.
• Traveller has never been arrested, refused entry or deported from the US or previously violated the terms of admission under the visa waiver program.
Canadian Entry Requirements
If you have committed or been convicted of a criminal offence including driving whilst impaired, you may be prohibited from entering Canada. For further information please contact the Canadian High Commission. www.canada.org.uk/visa-info
America Tours
Our California and the Canyons tour includes touring at high elevation (over 7000ft above sea level) when at the Grand Canyon and Bryce Canyon. Therefore travellers must be in good health.
Canada Tours
For tours departing in May and June, please be aware that certain lakes may still be frozen and inaccessible by road. The viewing of certain waterfalls may also be prohibited due to road closures as a result of weather conditions. The maximum elevation whilst touring in the Canadian Rockies is 7000ft, therefore travellers must be in good health.
South Africa Tours
Anti-malaria tablets are required for all tours to South Africa.
Peru and the Galápagos Islands Tours
There are no compulsory health requirements for these tours, however it is important to note this unique programme includes touring at high elevations. Machu Picchu has an elevation of 8,000ft above sea level and in Cuzco the tour will reach an elevation of 11,000ft above sea level, therefore travellers must be in good health. Altitude Sickness: In the thinner atmosphere above 3000m (9842ft), or sometimes at lower levels, a lack of oxygen causes some people headaches, nausea, shortness of breath, physical weakness and other symptoms. These can possibly lead to serious illness especially if combined with heat exhaustion, sunburn or hypothermia. Acute mountain sickness (AMS) can affect anyone and we recommend taking care not to ascend mountain peaks above 3000m (9842ft) too quickly. When on the Galápagos, guided walks during your shore excursions can be anything up to one and half miles long. All ship-to-shore transportation is by tender craft. Security awareness throughout South America is of particular importance and we suggest you leave any valuable jewellery at home. Inoculation against Yellow Fever is not compulsory for this tour, however it is recommended. For more detailed information we would recommend you contact your GP or one of the specialist vaccinations centres.
Itinerary Changes
Although not expected, for any tour including a cruise the cruiseline and/or Captain reserve the right to omit or substitute any portion of the itinerary (without prior notice) should the weather, water levels or any other circumstances dictate.
Extended Stays and Deviations
Extended holidays and deviations from the itinerary should be requested with your travel advisor at the time of booking. Holiday extensions and deviations can be arranged at the end of your holiday, subject to flight schedules. Travelling out earlier than the group may be possible, please contact your travel advisor for details. Unless otherwise stated overseas transfers are not included on extended stays and deviations and you must therefore make your own arrangements. We will be happy to help you with making these arrangements. Extended stays and deviations will incur an administration charge of £35 per person plus any extra services required. Please remember – your travel insurance must cover the whole duration of your holiday.
Tipping
Go Touring is frequently asked for guidelines on gratuities for the Tour Manager and Driver/Guide; therefore, depending on the standard of service given and your level of satisfaction, we recommend £1 - £1.50 per person per day for your Tour Manager and £1 - £1.50 per person per touring day for your Driver/Guide. These recommendations are guidelines only. As tips are a personal matter and purely down to your discretion, we suggest they are given on an individual basis rather than as a group collection. Porterage for one piece of luggage per person is taken care of by Go Touring.
Flying Times
The times given in this brochure are approximate and based on outbound flights. Times may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en route or when changing aircraft). Not all flights are direct. The most up to date information regarding your flights will be given at the time of booking.
MyClimate
Go Touring works with MyClimate who help people make a difference to this unique planet of ours. Each time we heat our homes, take a flight or drive the car, fossil fuels are burnt and CO2 is released into the atmosphere, causing climate change. We all need to take steps to reduce our CO2 emissions and carbon offsetting enables you to take responsibility for the carbon emissions your activities create by paying someone to reduce CO2 in the atmosphere on your behalf. To find out more about offsetting your flights visit www.gotouring.uk.com/EN/customersupport/tra velextras/Pages/Climatecare.aspx
BOOKING CONDITIONS 2009 / 10 BROCHURE
1. BEFORE YOU BOOK
1.1 Price Guarantee
All prices quoted in this brochure are calculated on rates of exchange as known on 27th June 2008 and as published in the Financial Times of 30th June 2008 (US$1.9916). Brochure prices can go up or down. Before you make a booking we will give you the up to date price of your chosen holiday, including the cost of any peak season supplements, fuel surcharges, upgrades or additional facilities which you have requested*. Once you have accepted this price and a booking has been made, that price is fully guaranteed and will not be subject to any surcharges. *Please refer to 2.6 for further details
1.2 Price Includes
The services of a Go Touring local Tour Manager and/or driver/guide, economy class airfares on scheduled IATA carriers from UK as per the itinerary, 44lbs (20kgs) baggage allowance, plus 1 piece of hand baggage (dimensions not exceeding 45" unless otherwise stated - please refer to point 1.5 for more information on baggage allowances and requirements), accommodation as specified in the itinerary in twin/double rooms with private facilities, (please note: on rare occasions, twin beds may not be available on the California and the Canyons tour), sightseeing and meals specified in the itinerary, return airport transfers outside the UK, UK departure tax, government taxes, compulsory service charges and overseas porterage where security permits.
1.3 Additional Inclusions
If taking Alaska cruise extension, all port and handling charges.
1.4 Not included
Visa fees, overseas airport taxes (unless otherwise stated), any government taxes or compulsory charges introduced after publication of this brochure. Optional excursions or activities booked during your holiday. Telephone / laundry, items of a personal nature and meals not indicated. Gratuities to drivers/guides and/or Tour Managers. If taking the Alaska cruise extension customary gratuities to your stateroom steward/stewardess, waiter and busboy are not included. A $10 per adult/$5 per child (5-12years) fixed non-adjustable service charge per day will automatically be added to your onboard account. Shore excursions, beverages from the bar, laundry etc are also not included. Some airlines only offer complimentary soft drinks during the flight. On these flights any alcoholic drinks purchased will be at your expense.
1.5 Baggage Allowance, Requirements & Responsibility
Due to coach space limitations the baggage allowance for all tours is strictly limited to one piece per person, weighing no more than 20 kilos. More detailed information on your baggage allowance and requirements will be provided on our ‘Helpful Information’ sheets which are sent to you with your confirmation. Although every effort is made to handle passengers’ luggage as carefully as possible, we cannot be responsible, assume liability or accept claims for loss or damage to luggage and personal effects due to breakage, theft, or fair wear and tear through hotel, airline, ship or ground carrier handling. It is important for your own self interest and protection that you make certain you have adequate insurance to cover these eventualities.
1.6 Seating Arrangement on Coaches
To enable all passengers to have a choice of views each day, Go Touring operates a policy of Seat Rotation, meaning your place on the coach will change daily. Your Tour Manager or driver/guide will arrange this locally each day to avoid any confusion. So that we will not show partiality among passengers, exceptions to this arrangement cannot be made.
1.7 Accommodation
Accommodation in all hotels is in standard rooms (sometimes named superior/deluxe) based on twins or doubles unless otherwise stated.
1.8 Single Travellers
It is an unfair fact of life that single travellers often have to pay a supplement. Unfortunately the majority of hotels price their rooms as doubles and do not reduce the rates if the room is occupied by a single person. The costs to the hotel of providing the room, heating, lighting, cleaning etc are the same regardless of how many people occupy that room and subsequently Go Touring charge a single supplement on all holidays.
1.9 General Health Requirements
The majority of our tours are suitable if you have a disability or have reduced mobility. However in the interest of safety and comfort for all groups as a whole, you must be fit enough to participate or alternatively you must have an able bodied carer to assist you on the tour.
1.10 If you have a Disability
Go Touring complies fully with Regulations (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air (the “Regulation”) and is delighted to offer assistance to disabled persons or persons with reduced mobility provided that we are given full information about your specific requirement at the time of booking.
1.11 Passports & Visas
You will need a full 10 year passport, with minimum 6 months validity after your return to the UK, to travel to the destinations we feature in this brochure. Some destinations also require visas. Please refer to our ‘Important Holiday Information’ section on pages 32 & 33 for more detailed information on passport and visa requirements.
1.12 Health
You should contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure. Please read pages 32 & 33 for more details prior to booking your holiday.
1.13 Meals
Meals if included are predominantly based on a buffet meal or table d’hôte menu, unless specified otherwise in the text. No refunds on meals not taken can be given. Special diets of any kind (including vegetarian) can generally be catered for adequately, providing we are advised at the time of booking. Failure to do so could result in us being unable to accommodate the request. Breakfast is based on full breakfast. Continental breakfast will only be offered, when a hotel does not cater for full breakfast.
1.14 Flight Seat Requests & Aircraft
We strongly recommend (particularly if you are flying economy class), that you check in early if you have particular seat requests. Go Touring has no control over the allocation of seats by the airline and even if a request has been made with the airline to pre-book seats, no guarantee can be made that they will still be available on departure. The provision of particular seats does not constitute a term of your contract with us. Please note airlines operate both older and more modern aircraft within their fleet. We regret we cannot guarantee the type of aircraft you will travel on as this may be subject to change and general availability. Any flight timings indicated in the itinerary are subject to change.
1.15 Code Share Flights
It is a common practice for scheduled airlines to use a code share system, which may include you flying with a partner airline. Where this situation arises, it is not classed as a major change.
1.16 Smoking
The majority of airlines have introduced a total smoking ban on most or all of their flights and many hotels also now have a non-smoking policy in guest rooms and public areas. Smoking is also not permitted on any motor coach. Please ask at the time of booking if this information is important to you.
1.17 Special Requests
Where special requests e.g. diet, room location, twin or double bedded room, flight seat requests and/or particular meals etc. are an important factor in your holiday you must advise us when the booking is made. We are happy to pass your request on to the hotel or airline but cannot guarantee that it will be accommodated. The provision of any special request does not constitute a term of your contract with us.
1.18 Excursions
The cost of any unused tours/excursions included within our itinerary and not taken may not be refunded.
1.19 Weather
World weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to poor or unusual weather conditions.
2 BOOKING & PAYING FOR YOUR HOLIDAY
2.1 Your Commitment
When you wish to confirm a holiday booking you must pay a deposit of £200.00 per person or any higher deposit which applies to your holiday. (Please refer to point 2.4). When you make a booking you are confirming that you understand and have accepted on behalf of yourself and all members of your party our Important Holiday Information which forms our booking conditions. All contracts with Go Touring are made subject to these booking conditions and are subject to English law and the jurisdiction of the English Courts. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname. When booking your holiday, if you wish to make a modification to a holiday shown in the brochure we will try to assist. Additional services will be quoted for upon request.
2.2 Our Commitment
Your contract is with Holiday Supplies Limited trading as Go Touring whose trading address is Jubilee Lodge, Canning Road, Southport, Merseyside, PR9 7SW. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence we reserve the right to increase or decrease brochure prices (see point 1.1) or to change any of the information contained in this brochure. Changes will be made known to you before you book. A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you is the date of booking. It is important to check the details on the invoice when you get it. In the event of any discrepancy please contact us immediately.
2.3 Security
The air holidays and flights in this brochure are ATOL Protected, since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 2812. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk.
2.4 Paying for your holiday
When you wish to confirm a holiday booking you must pay a deposit of £200.00 per person or any higher deposit which applies to your tour. After your booking is taken and a deposit received, a balance invoice will be sent to you detailing the total cost due. The balance is due no later than 14 weeks before the departure date. Non-receipt of the balance by Go Touring on the date due will result in the holiday or travel arrangements being liable to cancellation. Tickets and other documentation will normally be forwarded 10 - 14 days before the date of departure.
2.5 Credit Cards
We accept various methods of payment, however please note that if you choose to pay by credit card, there will be a charge levied. You can of course opt for an alternative method of payment i.e. cheque or debit card.
2.6 Out of range flights
Our brochures are prepared well in advance and scheduled airlines will generally not have loaded their seats to sell until approximately 10 months before the departure. Should this apply we will inform you at the time of booking and calculate the price in anticipation that seats will be available in the specific airline booking class to which our specially negotiated airfares apply. We will issue an invoice recording the arrangements reserved for you and will take a deposit, but a contract will not exist between us. When the airline seats become available to book we will advise you if there is an additional charge to your holiday and give you 7 days to either accept the price or cancel the booking and receive a full refund. If you accept the price, we will issue an invoice and a contract exists between us.
2.7 Travel Documents
You are responsible for ensuring that all necessary travel documents (e.g. Passports, Visas, and Vaccination Certificates etc.) are valid and effective. Approximately 14 days before departure you will receive your flight/e-ticket together with an itinerary. Please ensure that you check the flight timings on your tickets carefully. The correct timings, using the 24-hour clock system, may have been adjusted since we published the brochure and since you received your invoice.
3 IF YOU WANT TO CANCEL OR CHANGE YOUR HOLIDAY
3.1 Alteration to a Confirmed Booking
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it will be subject to an administration charge of £75 per person, and payment of any further costs incurred as a result of the change. Alteration of a booking within two calendar months of the departure date may also incur additional cancellation fees. Once abroad any alterations that you may wish to make to the booking are outside of our control and Go Touring can accept no liability for your alterations, financial or otherwise, once your holiday has commenced. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare. Please note that save for the transfer of a booking, it will not be possible to make changes within 28 days of your scheduled departure date. Requests to transfer your complete reservation to a later tour date, or to transfer to the following brochure season, received less than four calendar months prior to your original departure date, will be treated as a cancellation and rebooking.
3.2 Cancelling Your Holiday
If you or anyone on your holiday booking decides to cancel the holiday you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the person who made the original booking. Cancellation will take effect from the day that written confirmation is received. A cancellation invoice will be sent to you within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. Should you already be in receipt of your airline tickets please also return these to us along with your written cancellation request.
The following scales of charges will be payable, depending on when notification of cancellation is received.
Up to 90 days prior to departure: deposit forfeited
89 - 31 days prior to departure: 85% of total holiday cost
30 days or less prior to departure: 100% of total holiday cost
Once the holiday has commenced, no refund will be made. In addition to the above cancellation fees, the full insurance premium is non transferable and non refundable. In the event of a confirmed room reverting to single occupancy as a result of one or more passengers cancelling, in addition to the cancellation charges for the customer no longer travelling, the single occupancy supplement will apply to the remaining customer in the room remaining as single occupancy.
4 IF WE WANT TO CANCEL OR CHANGE YOUR HOLIDAY
4.1 Brochure Accuracy
All the facts pertaining to resorts and hotels in this brochure have carefully been checked and re-checked for accuracy. However, in view of the fact that brochures are prepared in advance, advertised facilities and services may be renovated or improved by the hotelier at any time, in low season especially, and facilities may become unavailable e.g. a swimming pool may be emptied for cleaning or a restaurant closed for refurbishment at short notice. It should also be noted that hotel service standards and coaches may well be affected during high season. Flight times, carriers and routes in the brochure are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised in our brochure. Whilst this is beyond our control, any major changes to facilities of which we are notified will be advised to you whenever possible prior to travel. The photographs used in this brochure are representative of the country visited and not necessarily included in the tour itinerary. This brochure with details contained therein supersedes any previously issued brochure.
4.2 Building & Development Work
Many hotels and resorts continue to develop, often with little or no advance warning, whilst general refurbishment at hotels is necessary to maintain standards. Whilst we have no control over such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
4.3 Change by us to a Confirmed Booking
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used on the relevant brochure pages and/or your holiday confirmation invoice. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible, and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. If we make a major change, you will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases of a major change, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below.
Up to 90 days prior to departure: nil
89 - 31 days prior to departure: £30.00
30 days or less prior to departure: £50.00
4.4 Cancellation by Us
We reserve the right in any circumstances to cancel your travel arrangements for any reason. However, we will not cancel your travel arrangements less than 14 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available, (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out below.
Up to 90 days prior to departure: Deposit Only
89 - 31 days prior to departure: 100% of holiday cost, plus £30.00
30 days or less prior to departure: 100% of holiday cost, plus £50.00
4.5 Minimum Numbers
All tours are subject to a minimum of 20 passengers travelling in order to operate. We will advise you at least 14 weeks before departure if minimum numbers have not been reached. You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable and we are unable to offer refunds of any associated costs i.e. visas, transport to the UK airport, etc.
4.6 Changes or Cancellation due to Circumstances beyond our Control
We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseeable situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.
5 LIMITATION OF LIABILITY
If the contract we have with you is not performed or improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness shall be limited to a maximum of twice the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical matter to:
(a) the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. Copies are available on request.
Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in the section dealing with cancellation. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061, www.auc.org.uk.
6 LIABILITY OF AIR CARRIERS
(i) Any flights forming part of your holiday will be subject to the General Conditions of Carriage and Conditions of the Contract of the airlines concerned, to which your attention will be drawn on the airline ticket. Additionally, such flights will also be subject to international law which, amongst other things, limits the airline’s liability to passengers in respect of death or bodily injury, delay and loss or damage to baggage. We do not accept any liability in respect of foregoing, and any claims resulting from air carriage should be directed to the carrier concerned.
(ii) Any sea carriage forming part of your holiday will be subject to the General Conditions of Carriage of the shipping line / ferry company / cruise operator concerned, and by international law, and we do not accept any liability in respect of claims resulting from such sea carriage, which should be directed to the shipping line concerned.
7 ADVICE AND ASSISTANCE
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
8 ON HOLIDAY
8.1 Behaviour
Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid.
8.2 Lost Items
If you lose any personal items whilst on holiday, please report this immediately to your Tour Manager or driver / guide who will assist you in obtaining a written report from a local representative, or police, to help with any insurance claim upon your return.
8.3 If you have a complaint while you are on holiday
If you have cause for complaint whilst on holiday, you must bring it to the attention of our Tour Manager or driver / guide immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
8.4 Curtailment
If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
9 ABTA STATEMENT
Holiday Supplies Ltd is a Member of ABTA with membership number V1905. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 68-71 Newman Street London W1T 3AH Tel: 020 7637 2444 or www.abta.com
10 CLAIMS AND COMPLAINTS
If you fail to notify the Go Touring Tour Manager or driver / guide of any complaint we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on holiday and this may affect your rights under this contract. Further, you have a legal duty to tell the supplier of the services or facilities about which you complain as soon as possible. Failure to do this will affect your legal rights and will also reduce, annul, or extinguish any right which you may have for compensation. If a problem cannot be resolved then we request details of the complaint, in writing, within four weeks of your return. If you make a complaint we promise to deal with it fairly and promptly within the terms of these conditions.
11 ARBITRATION
We certainly hope that we can settle any holiday complaints amicably. However, disputes arising out of, or in connection with, this contract which cannot be amicably settled may be referred to arbitration, if the customer so wishes, under a special Scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). The Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims, which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement.
12 DATA PROTECTION STATEMENT
Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. We will only pass your information on to persons responsible for your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.) Full details of our data protection policy are available upon request or for further FCO advice visit www.fco.gov.uk/knowbeforeyougo or ABTA Information Line Tel: 0901 201 5050 (calls are charged at 50p per minute).
13 ACKNOWLEDGMENTS
Photographs within the brochure are courtesy of several National & Regional Tourist boards and Big Stock Photo Library.
14 TRAVEL INSURANCE
Holiday insurance is essential when you travel abroad and it is a condition of booking with us that you must have adequate travel insurance at least equivalent to our own recommended policy detailed below. If you do not purchase the policy we offer you must purchase an appropriate alternative, and provide us with these details at the time of booking. It is your responsibility to ensure that the insurance is adequate for your particular needs. We do not check alternative insurance policies. We are able to offer our customers a travel insurance policy that is underwritten by Europ Assistance Holding Irish Branch of 79 Merrion Square, Dublin 2, Ireland. A detailed copy of the cover will be forwarded to you with your confirmation invoice. A specimen policy is also available on request should you require further information before booking. Please note our insurance policy is only valid if you are UK residents and you book direct with Go Touring.
Premium
Premium cost will be dependent upon duration of travel and countries visited.
Summary of Cover
CANCELLATION & CURTAILMENT: Capped
MEDICAL AND REPATRIATION EXPENSES: Up to £5,000,000 (Excess = £100)
HOSPITAL BENEFIT: Up to £1,000 (Excess = NIL)
PERSONAL EFFECTS AND BAGGAGE: Up to £2,500 (Excess = £50)
BAGGAGE DELAY: Up to £150 (Excess = NIL)
PERSONAL MONEY: Up to £1,000 (Excess = £50)
TRAVEL DELAY: Up to £500 or final invoice cost of holiday (Excess = NIL or Excess = £50)
HIJACK: Up to £500 (Excess = NIL)
MISSED DEPARTURE: Up to £800 (Excess = NIL)
PERSONAL ACCIDENT: Up to £25,000 (Excess = NIL)
PERSONAL LIABILITY: Up to £2,000,000 in aggregate (Excess = NIL)
LEGAL EXPENSES: Up to £25,000 (Excess = NIL)
24-Hour Medical Emergency Cover: Emergency assistance service Europ Assistance Holdings Limited
DOMESTIC PET COVER: £20 per complete 24 hours up to a maximum of £100.
SCUBA DIVING: Cover applicable when diving down to 30 metres with a qualified and approved instructor. Excess on Medical claims £100.
Claims
Claims will be handled by Europ Assistance Holdings Limited and must be made in writing within 31 days of the event.
IMPORTANT NOTICE
The insurers hereby draw your attention to some important features of your travel insurance policy.
INSURANCE POLICY: This contains full details of the cover provided plus the conditions and exclusions which apply to it. You must read the insurance policy carefully.
CONDITIONS, EXCLUSIONS AND WARRANTIES: There are conditions and exclusions which apply to individual sections and general conditions, exclusions and warranties which apply to the whole policy.
HEALTH: This policy contains restrictions regarding pre-existing medical conditions which unless declared and accepted by the Insurers in writing prior to travel may invalidate any subsequent claim. If an insured person under the policy knows of a pre-existing medical condition they must declare this to us. To declare a pre-existing medical condition or a change in state of health or medication you should contact us during office hours on: 0870 737 5840.
PROPERTY CLAIMS: Property claims are settled on the value of the goods at the time you lose them – not on a ‘new for old’ basis.
POLICY LIMITS: Most sections of the policy have limits on the amount the insurer will pay under that section. Some sections also include inner limits, e.g.: for any one item, or for valuables in total.
POLICY EXCESSES: Claims under most sections of the policy will be subject to an excess. Where there is an excess, you will be responsible for paying the first part of a claim.
REASONABLE CARE: You are required to take all reasonable care to protect yourself and your property and act as though you are not insured.
COMPLAINTS: The Insurance policy includes a Complaints Procedure which tells you what steps you can take if you wish to make a complaint.
HAZARDOUS HOLIDAY ACTIVITIES: The policy may not cover you when you take part in certain hazardous activities. E.g. Scuba diving below 30 metres or without a qualified and approved instructor. If you are uncertain whether cover is provided contact the helpline number 0870 737 5844. COOLING OFF PERIOD: If after reading the policy you are not satisfied with it for any reason, you must return it to Go Touring within 15 days of issue in order to receive a full refund of premium, provided that a claim does not exist and travel has not taken place.
PLEASE ENSURE YOU READ YOUR INSURANCE POLICY CAREFULLY.
Issued by Holiday Supplies Ltd., T/A Go Touring, Jubilee Lodge, Canning Road, Southport, PR9 7SW. A member of The Kuoni Travel Group
BOOKING CONDITIONS - SPECIAL OFFER TOURS APRIL / MAY 2009
YOUR HOLIDAY CONTRACT
Your contract is with Holiday Supplies Limited
trading as Go Touring whose trading address is
Jubilee Lodge, Canning Road, Southport,
Merseyside, PR9 7SW. When you make a booking
you guarantee that you have the authority to
accept and do accept on behalf of your party
the terms of these booking conditions. The
contract will exist as soon as we issue our
confirmation invoice. The contract is made on the
terms of these booking conditions, which are
governed by English law, and the jurisdiction of
the English Courts.
WHAT’S INCLUDED
Economy class travel:
Magical New Zealand tour with Singapore Airlines,
using Boeing 747, 777 Airbus A340 and A380
aircraft.
Wonders of Australia and Best of Australia & New
Zealand tours with Qantas Airways, using Boeing
747 and 767 aircraft. Domestic flights with Qantas
Airways using various aircraft types. Some sectors
may use Qantas partners: Jetstar (Airbus A320’s),
Jetconnect (Boeing 737’s) and Qantaslink (Boeing
717’s).
South African Adventure Tour and Victoria Falls
Add-on with South African Airways using Boeing
747 aircraft for international flights from Heathrow
to and from South Africa. Domestic flights and
flights to Livingstone, Zambia with South African
Airways, South African Express or Nationwide.
The type of aircraft used is solely at each airline’s
discretion and flight timings indicated can be
subject to change.
Transfers between airports and hotels.
Accommodation in hotels specified in twin rooms
with bath / shower and W.C., with daily breakfast.
Other meals and excursions as specified. All
porterage where security permits. All pre-payable
airport taxes.
WHAT IS NOT INCLUDED
Telephone, laundry, items of a personal nature
and meals not indicated. Gratuities for the drivers
/ local guides / Tour Managers. Personal
departure taxes as specified. The tour price is
based on current airfares at September 2007 and
exchange rates of £1 = Singapore $3.01, New
Zealand $2.89, Australia $2.42, South African Rand
14.55, US $2.02
INSURANCE - UK residents only
Go Touring cannot accept a booking from
anyone who has not taken out adequate
insurance protection either through Go Touring or
directly with an insurance company.
We strongly recommend you insure against
possible cancellation, medical expenses, personal
accident, loss or damage to luggage, etc. Should
you wish to insure with Go Touring your cover will
be as follows:
Personal Accident £25,000
Medical Expenses £5,000,000
Cancellation/Curtailment £5,000
Travel Delay Up to £60
Baggage £1,500
Delayed Baggage £100
Personal Liability £2,000,000
Personal Money & Passport £300
Legal Expenses £25,000
Premium - £150 per person aged 69 or under at
the time of travel. £195 per person aged 70 to 85
years at the time of travel. Regrettably, Go
Touring are unable to insure any persons over 85
years of age. For holiday extensions an additional
premium will be required. Pre existing medical
conditions must be declared at time of booking.
EXTENDED STAYS
Extended holidays should be requested with your
travel advisor at the time of booking. Holiday
extensions can be at either the start or end of
your holiday (except South Africa, where you
must travel out with the group), subject to flight
schedules. Unless otherwise stated overseas
transfers are not included on extended stays and
you must therefore make your own arrangements.
We will be happy to help you with making these
arrangements. Extended stays will incur an
administration charge of £25 per person. Please
remember - your travel insurance must cover the
whole duration of your holiday.
ADDITIONAL DATES
Subject to demand, Go Touring may introduce
additional tour dates. Due to capacity issues,
some of these tours may use alternative hotels of
equivalent standards to those featured in the
brochure. You will be advised of this at the time of
booking.
BAGGAGE
The free baggage allowance on the air journey is
44lbs (20kg) per person, any excess will be
charged for.
PAYMENT
To make a booking a non refundable deposit of
£200 per person is required together with a
completed and signed booking form. Passengers
choosing to deviate the itinerary will be required
to pay £400 per person deposit. Business and First
Class: To gain benefit from the most attractive
Business and First Class airfares tickets must be
issued at the time of making the reservations. As
a consequence Business and First Class
passengers will be required to pay a significant
deposit, which is more than enough to cover their
applicable airfare. All Passengers: Balance is due
no later than 12 weeks prior to departure date.
Non-receipt of the balance by Go Touring by the
due date will result in the holiday arrangements
being liable to cancellation. Tickets and other
documentation will normally be forwarded 10-14
days before the date of departure.
CREDIT CARDS
Whilst credit cards are not normally accepted, we
will allow balance payments by Visa or
Mastercard with a 2.25% levy.
SURCHARGE GUARANTEE
We guarantee that the price of your holiday will
not be subject to any surcharges. This means that
with Go Touring you are fully protected, no matter
what happens to fuel or currency. Once you
have made your booking and paid a deposit,
then the cost of your holiday cannot be
increased. Whilst we reserve the right to increase
or decrease brochure prices at any time, the
price of your holiday as shown on your
confirmation will not be increased, unless you
amend your booking after confirmation.
Guarantees exclude any levies imposed by the
British Government or any overseas Governments.
Guarantees also exclude any levies imposed to
increase consumer protection. In return for this
guarantee and its associated risks, we are unable
to make any refunds in the event of favourable
exchange rate variations or other decreases in
our costs.
ALTERATION TO CONFIRMED BOOKING
This facility is available upon receipt of a written
request from the person who made the booking.
You will be charged an administration fee of £75
per person, and any further costs we incur in
making this alteration. You should be aware that
these costs could increase the closer to the
departure date that changes are made and you
should contact us as soon as possible. Certain
travel arrangements (eg restricted air tickets) may
not be changeable after a reservation has been
made and any alteration request could incur a
cancellation charge of up to 100 per cent of that
part of the arrangements. Requests to transfer
your reservation to a later tour date, less than
four calendar months prior to your original
departure date, or to transfer to the following
season, will be treated as a cancellation and
rebooking. Once abroad any alterations made to
the booking are outside of our control and Go
Touring can accept no liability for your alterations,
financial or otherwise, once your holiday has
commenced.
CANCELLATION BY YOU
Any cancellation by you of your booking must be
notified to us in writing and will take effect on the
day this is received by us. The following scales of
charges will be payable, depending on when
such notification is actually received by us.
75 days or more prior to departure: deposit forfeited
74-31 days prior to departure: 75% of total holiday cost
30-8 days prior to departure: 90% of total holiday cost
7 days or less prior to departure: 100% of total holiday cost
Once the holiday has commenced, no refund will
be made. In addition to the above cancellation
fees, the full insurance premium is non
transferable and non refundable.
If a person travelling in a twin / double room
cancels, and the companion sharing the room
wishes to continue to travel, Go Touring will
impose cancellation charges for the person
cancelling and re-assess the price on a single
occupancy basis for the remaining passenger.
CANCELLATION BY US
It is unlikely that we will have to make any
changes to your travel arrangements, but we do
plan the arrangements many months in advance.
Occasionally, we may have to make changes
and we reserve the right to do so at any time.
Most of these changes will be minor and we will
advise you of them at the earliest possible date.
We also reserve the right in any circumstances to
cancel your travel arrangements. For example, if
the minimum number of clients required for a
particular travel arrangement is not reached, we
may have to cancel it. However, we will not
cancel your travel arrangements less than 12
weeks before your departure date, except for
reasons of force majeure or failure by you to pay
the final balance. If we are unable to provide the
booked travel arrangements, you can either have
a refund of all monies paid or accept an offer of
alternative travel arrangements of comparable
standard from us, if available, (we will refund any
price difference if the alternative is of a lower
value). If it is necessary to cancel your travel
arrangements, we will pay to you compensation
as set out in this clause. In accordance with EU
Regulations we are required to advise you of the
actual carrier operating your flight/connecting
flight/transfer. We do this by listing carriers to be
used or likely to be used under section titled
'What is included'. Any changes to the actual
airline after you have received your tickets will be
notified to you as soon as possible, and in all
cases at check-in or at the boarding gate. Such a
change is deemed to be a minor change. Other
examples of minor changes include alteration of
your outward/return flights by less than 12 hours,
changes to aircraft type, change of
accommodation to another of the same
standard. If we make a major change to your
holiday, we will inform you as soon as reasonably
possible if there is time before your departure. You
will have the choice of either accepting the
change of arrangements, accepting an offer of
alternative travel arrangements of comparable
standard from us if available (we will refund any
price difference if the alternative is of a lower
value), or cancelling your booked holiday and
receiving a full refund of all monies paid. In all
cases, except where the major change arises due
to reasons of force majeure, we will pay
compensation as detailed in the table at the
bottom of page 22.
Force majeure means that we will not pay you
compensation if we have to cancel or change
your travel arrangements in any way because of
unusual or unforeseeable circumstances beyond
our control. These can include, for example, war,
riot, industrial dispute, terrorist activity and its
consequences, natural or nuclear disaster, fire,
adverse weather conditions, epidemic.
HEALTH
There are no compulsory health requirements for
these tours. Your doctor will be able to give you
up-to-date information, along with their
recommendations as to inoculations they
consider available and necessary for this tour.
Anti-malaria tablets are required for tours to South
Africa. Wheelchair passengers must travel
accompanied by an able bodied person.
PASSPORTS & VISAS
All passengers require valid passports, and must
comply with the Immigration Regulations of the
country/ies you visit. All passports must be valid for
at least six months beyond the end of the tour.
Visas may be required by British subjects and non
British passport holders. Visas are required for all
passengers to Australia. Go Touring will obtain this
visa for British Passport holders for an
administration charge of £12 per visa. Passengers
arranging their own visa will not be charged by
Go Touring. For passengers travelling to South
Africa, passports should possess at least one clear
page otherwise entry could be refused.
SEATING ARRANGEMENT ON COACHES
Seating places change daily. Confusion is
eliminated as each passenger knows exactly
where they will be sitting. So that we will not show
partiality among passengers, exceptions cannot
be made.
SMOKING ON SIGHTSEEING TOURS
There is no smoking on motor coaches. Stops are
made en route for pictures, smoke breaks, etc.
TRAVEL DOCUMENTS
You are responsible for ensuring that all necessary
travel documents (e.g. Passports, Visas,
Vaccination Certificates etc.) are valid and
effective.
LIMITATION OF LIABILITY
If the contract we have with you is not performed
or improperly performed by us or our suppliers we
will pay you appropriate compensation if this has
affected the enjoyment of your travel
arrangements. However we will not be liable
where any failure in the performance of the
contract is due to: you or a third party
unconnected with the provision of the travel
arrangements and where the failure is
unforeseeable or unavoidable; or unusual and
unforeseeable circumstances beyond our control,
the consequences of which could not have been
avoided even if all due care had been exercised;
or an event which we or our suppliers, even with
all due care, could not foresee or forestall. Our
liability, except in cases involving death, injury or
illness shall be limited to a maximum of twice the
cost of your travel arrangements. Our liability will
also be limited in accordance with and/or in an
identical matter to:
(a) the contractual terms of the companies that
provide the transportation for your travel
arrangements. These terms are incorporated into
this contract; and
(b) any relevant international convention, for
example the Montreal Convention in respect of
travel by air, the Athens Convention in respect of
travel by sea, the Berne Convention in respect of
travel by rail and the Paris Convention in respect
of the provision of accommodation, which limit
the amount of compensation that you can claim
for death, injury, delay to passengers and loss,
damage and delay to luggage. We are to be
regarded as having all benefit of any limitation of
compensation contained in these or any
conventions. Copies are available on request.
Under EU law you have rights in some
circumstances to refunds and/or compensation
from your airline in cases of denied boarding,
cancellation or delay to flights. Full details of
these rights will be publicised at EU airports and
will also be available from airlines. However,
reimbursement in such cases will not
automatically entitle you to a refund of your
holiday cost from us. Your right to a refund and/or
compensation from us is set out in the clause
dealing with cancellation. If any payments to you
are due from us, any payment made to you by
the airline will be deducted from this amount. If
your airline does not comply with these rules you
should complain to the Air Transport Users' Council
on 020 7240 6061, www.auc.org.uk.
LlABlLlTY OF AIR CARRIERS
(i) Any flights forming part of your holiday will be
subject to the General Conditions of Carriage
and Conditions of the Contract of the airlines
concerned, to which your attention will be drawn
on the airline ticket. Additionally, such flights will
also be subject to international law which,
amongst other things, limits the airline’s liability to
passengers in respect of death or bodily injury,
delay and loss or damage to baggage. We do
not accept any liability in respect of foregoing,
and any claims resulting from air carriage should
be directed to the carrier concerned.
(ii) Any sea carriage forming part of your holiday
will be subject to the General Conditions of
Carriage of the shipping line / ferry company /
cruise operator concerned, and by international
law, and we do not accept any liability in respect
of claims resulting from such sea carriage, which
should be directed to the shipping line
concerned.
ADVICE AND ASSISTANCE
If the contract we have with you is not performed
or is improperly performed as a result of failures
attributable to a third party unconnected with the
provision of the services, or as a result of failures
due to unusual or unforeseeable circumstances
beyond our control, the consequences of which
could not have been avoided even if all due
care had been exercised, or an event which we
or our suppliers, even with all due care, could not
foresee or forestall, and you suffer an injury or
other material loss, we will offer you such prompt
assistance as is reasonable in the circumstances.
ABTA STATEMENT
Holiday Supplies Ltd is a Member of ABTA with
membership number V1905. ABTA and ABTA
Members help holidaymakers to get the most
from their travel and assist them when things do
not go according to plan. We are obliged to
maintain a high standard of service to you by
ABTA’s Code of Conduct. For further information
about ABTA, the Code of Conduct and the
arbitration scheme are available to you if you
have a complaint, contact ABTA, 68-71 Newman
Street London W1T 3AH Tel: 020 7637 2444 or
www.abta.com
CLAIMS AND COMPLAINTS
If you fail to notify us in resort of any complaint we
will have been deprived of the opportunity to
investigate and rectify your complaint whilst you
were in resort and this may affect your rights
under this contract. Further, you have a legal duty
to tell the supplier of the services or facilities
about which you complain as soon as possible.
Failure to do this will affect your legal rights and
will also reduce, annul, or extinguish any right
which you may have for compensation. If a
problem cannot be resolved then we request
details of the complaint, in writing, within four
weeks of your return. If you make a complaint we
promise to deal with it fairly and promptly within
the terms of these conditions.
ARBITRATION
We certainly hope that we can settle any holiday
complaints amicably. However, disputes arising
out of, or in connection with, this contract which
cannot be amicably settled may be referred to
arbitration, if the customer so wishes, under a
special Scheme arranged by the Association of
British Travel Agents, and administered
independently by the Chartered Institute of
Arbitrators. The scheme provides for a simple and
inexpensive method of arbitration on documents
alone with restricted liability on the customer in
respect of costs. Full details will be provided on
request or can be obtained from the ABTA
website (www.abta.com). The Scheme does not
apply to claims for an amount greater than
£5,000 per person. There is also a limit of £25,000
per booking form. Neither does it apply to claims,
which are solely in respect of physical injury or
illness or their consequences. The Scheme can
however deal with compensation claims which
include an element of minor injury or illness
subject to a limit of £1,000 on the amount the
arbitrator can award per person in respect of this
element. The application for arbitration and
Statement of Claim must be received by the
Chartered Institute of Arbitrators within nine
months of the date of return from the holiday.
Outside this time limit arbitration under the
Scheme may still be available if the company
agrees, but the ABTA Code does not require such
agreement.
DATA PROTECTION STATEMENT
Please be assured that we have measures in
place to protect the personal booking
information held by us. This information will be
passed on to the principal and to the relevant
suppliers of your travel arrangements. The
information may also be provided to public
authorities such as customs or immigration if
required by them, or as required by law. Certain
information may also be passed on to security or
credit checking companies.
If you travel outside the European Economic
Area, controls on data protection may not be as
strong as the legal requirements in this country.
We will only pass your information on to persons
responsible for your travel arrangements. This
applies to any sensitive information that you give
to us such as details of any disabilities, or
dietary/religious requirements. If we cannot pass
this information to the relevant suppliers, whether
in the EEA or not, we will be unable to provide
your booking. In making this booking, you
consent to this information being passed on to
the relevant persons. Full details of our data
protection policy are available upon request or
for further FCO advice visit
www.fco.gov.uk/knowbeforeyougo
or ABTA Information Line Tel: 0901 201 5050 (calls
are charged at 50p per minute).
SECURITY
The air holidays and flights in this brochure are
ATOL Protected, since we hold an Air Travel
Organiser’s License granted by the Civil Aviation
Authority. Our ATOL number is ATOL 2812. In the
unlikely event of our insolvency, the CAA will
ensure that you are not stranded abroad and will
arrange to refund any money you have paid to
us for an advance booking. For further
information, visit the ATOL website at
www.atol.org.uk.
ACKNOWLEDGMENTS
Photographs courtesy of Real Journeys, Tourism
New Zealand and Regional New Zealand Tourist
Boards, SATOUR, Australian Tourist Commission and
Big Stock Photo Library.
BROCHURE ACCURACY
All the facts pertaining to resorts and hotels in this
brochure have carefully been checked and rechecked
for accuracy. However, facilities and
services may be renovated or improved by the
hotelier at any time, in low season especially, and
facilities may become unavailable e.g. a
swimming pool may be emptied for cleaning or a
restaurant closed for refurbishment at short notice.
It should also be noted that hotel service
standards and coaches may well be affected
during high season. Whilst this is beyond our
control, any major changes to facilities of which
we are notified will be advised to you whenever
possible prior to travel. The photographs used in
this brochure are representative of the country
visited and not necessarily included in the tour
itinerary. This brochure with details contained
therein supersedes any previously issued
brochure. Issued by Holiday Supplies Ltd., T/A Go
Touring, Jubilee Lodge, Canning Road, Southport,
PR9 7SW. A member of the Kuoni Travel Group.