Home Terms & Conditions

Terms & Conditions

Holiday Information

Booking Conditions

Holiday Information

Avalon Waterways is a Trading Name of Cosmos Coach Tours Ltd (CCT) and CCT is a Member of ABTA with membership number V3031, and licensed by the Civil Aviation Authority (ATOL number 1082). For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ. Tel: 020 3117 0500 or www.abta.com. Air inclusive holidays and flights are protected by CCTs ATOL. 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. This brochure is issued on the sole responsibility of the tour operator. It is not issued on behalf of and does not commit the Airline(s) mentioned therein, or any Airline whose services are used in the course of holiday(s)".
Definitions
The words "we", "you" and "your", where used below, have the same meaning as defined in the Booking Conditions.

About Your Accommodation and Resort

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Your Stateroom/Cruise Accommodation
Our prices are based on 2 adults sharing a stateroom or suite with facilities as described on the deck plan pages.
Your Hotel
The hotels that we have selected for you are listed separately on each individual cruise page, where applicable. The vast majority of the hotels are 4 or 5 star standard. Our prices are based on 2 adults sharing a standard twin/double room with private facilities.
It may occasionally be necessary to use alternative hotels to those shown on the cruise page. Such alternative hotels will be of at least an equivalent standard to those indicated and final details will be provided with your tickets or on occasion, by your Cruise Director/local representative. 
Single Rooms/Staterooms and Sole Occupancy
Those of you who are single travellers may feel that the cost of your holiday is higher than it should be. The reason for charging a supplement is that the accommodation price is based on a price per room while our holidays are sold per person, including flights and other elements. Therefore the per person price for a lone traveller can include the entire double room cost. We do not make additional and excessive profits from these sales; the prices charged merely reflect the real cost to us.
Holiday Duration
The number of days mentioned includes both day of departure and day of return landing in the UK. A 16 day itinerary to Vietnam for example, means 13 nights accommodation is reserved, as the first and last nights involve overnight flights to and from the UK. Some long haul flights are night flights and/or return in the early hours of the morning. In most cases staterooms/cabins must be vacated by 9am, though in some cases for long haul, no later than midday on the last day of your holiday to ensure that rooms are ready for incoming passengers. Where possible, a room will be made available for changing and storing hand luggage, but this will be subject to availability. Sometimes you may be able to keep your room, but there will be a charge. Before embarkation of a long haul cruise part of your holiday, you will be required to vacate your hotel room completely. Where full board basis has been booked flight timings may mean the loss of one meal but in such cases the holiday price has been adjusted to compensate for this.
Ship, Resort and Hotel Facilities
It is possible that some of the details may have changed since the brochures were printed. Errors may also occur. If you have already booked, we will do our best to tell you of any significant changes before your departure. Brochures are produced up to twelve months in advance and there may be occasions when an advertised facility or entertainment is not available or fully operational. Essential maintenance or cleaning, lack of support or demand may also effect the actual availability of particular activities or facilities; so can such things as local licensing laws, local authority or governmental restrictions. An additional charge may be made for hotel facilities, such as minibars and safety deposit boxes.

About Your Holiday Flight / Train Journey

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Your flight/train details
Timings if shown are based on the 24-hour clock system, are for guidance only and are subject to confirmation and alteration. Please refer to clause 5 of our Booking Conditions. Ask your reservations advisor for details of latest timings and ensure that you check your tickets as soon as you receive them.
Flights are planned to be operated by the following airlines: Scheduled Services: British Airways, Air France, KLM, Lufthansa, Malaysian Airlines, Qatar, Emirates. Flights may not necessarily be non-stop or the most direct routing; an en-route change of aircraft may sometimes be necessary.
Eurostar itineraries are based on departures from London St Pancras (Ebbsfleet on request) to Paris Gare du Nord, Brussels or Lille. Onward travel where appropriate will be on TGV or Thalys services. Full joining details will be supplied with your tickets and travel information.
Full Name on Tickets
Due to increased security measures airlines and train companies now require first and last names on the tickets. This must be the same name that appears on your passport, which must be the same name given when making your booking with us. It is your responsibility to ensure this information is correct on your Confirmation/Invoice and other documentation. Any changes or corrections will lead to an administration charge of £30 per ticket plus any charge made by the airline.
Baggage Allowance and Porterage
Your baggage allowance is generally 44lbs (20 kilos) per person (15 kilos for some low cost carriers) or as stated on your airline itinerary (or ticket). You may not combine your luggage with another member of your party into a single piece and go over this limit. Baggage in excess of the allowance cannot be carried by the airline, or will be subject to an excess charge. Note that some low cost airlines enforce a strict limit on hold and hand luggage, so please ensure you check directly with them prior to your departure. Due to limited space on river cruise ships, only one piece of baggage per person, with maximum dimensions 30"x21"x11" (plus reasonable hand luggage) is permitted.
Porterage of one suitcase per person is included in your holiday price.

About Your Cruising Holiday

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Cruise Itineraries
Please bear in mind that cruising and land itineraries may have to be changed, sometimes at short notice, for operational reasons or other reasons beyond our control for example, weather or water levels, mechanical breakdowns, road or traffic conditions, police activity etc. Certain parts of your holiday may be operated in conjunction with our sister companies from within the group of companies that Avalon Waterways belong or with other operators and joint representation will occasionally be provided. NOTE: In the unlikely event of any river cruise not operating for whatever reason, this section of the holiday will be undertaken by coach.
Embarkation times/Disembarkation times
River cruise lines have strict embarkation/disembarkation timing windows needed for the turnaround of the vessel. We endeavour to organise the most appropriate flights or train journeys with consideration for these timings. Depending on timings, it may not be feasible to arrive in time for the dinner and 'Welcome Reception' on the first evening of the holiday.
If you have chosen to book your holiday on a land only basis, please note that we cannot be held liable for any failure to meet the ship in time for the confirmed time of embarkation.
Optional Excursions and Transfers
In addition to any Highlights already featured in your cruise itinerary, you may be offered a programme of optional excursions. A complete list with full details and current prices will either be included with your final documentation prior to departure or provided upon arrival. We act as a booking agent in respect of such optional excursions. Please see clause 6(j) of the Booking Conditions for further information. Prices may be subject to change and the right is reserved to substitute a similar alternative excursion should it become necessary. Local excursions and transfers are not always operated using a touring coach. Local transfers and excursions are sometimes provided by local operators.

The cost of your Holiday

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Holiday Prices
All holiday prices shown are based on the lowest stateroom category and the lowest cost flight. Where applicable, supplements are payable for upgraded staterooms and/or alternative flights. Not all cruises are necessarily available on every flight featured to the relevant destination. Please see clause 2 of the Booking Conditions for details of our Price Policy.
Children
We do not accept bookings for children under 8. There are no special arrangements or activities on board for children, we cannot accept bookings from unaccompanied children under 18 years of age and any travellers under this age must share the adult’s accommodation.
Your Price Includes
* The services of our representative at your destination airport. Representation overseas may at times be carried out by a local driver/representative.
* Return international flights/Eurostar/Rail journey from the UK as specified on each itinerary. (NB. Eurostar and some scheduled flights services do not include in-flight meals, refreshments on board will normally be available at an extra cost).
* Airport taxes, security charges and port taxes.
* Fuel supplements known at time of booking.
* ATOL Protection contribution.
* UK Government Air Passenger duty.
* Transfers between overseas airports or stations, ports and accommodation unless otherwise stated in the brochure or on our website.
* Cruise/tour content as specified in each itinerary.
* Accommodation and meals confirmed to you on your final Confirmation/Invoice.
* All state/regional/local taxes, VAT and service charges unless otherwise stated in the cruise description.
* All applicable ferry fares, bridge, tunnel and highway tolls.
* Sightseeing and excursions specified as included in the cruise description.
* The services of a Cruise Director, Local Guide or representative during the cruising/touring elements of your holiday; the services of our local representatives or agents during city stays.
What's Extra
* Food and beverages unless shown as included in your itinerary. * Meals on selected flight and train services. * Optional excursions, city sightseeing and entrance fees are excluded, unless specifically noted as being included. * Gratuities to crew/drivers and Cruise Directors/guides. * Holiday Insurance. * Any consumer levy that may be imposed by the UK Licensing Authority or approved body. * Costs of visas or vaccinations where necessary. * Additional charges for cruise/hotel such as laundry, safety deposit boxes, air-conditioning, minibar and sports facilities, unless otherwise stated. * Any flight supplements. * Any room/stateroom supplements as described in the price panel. * For any payments made by credit card there will be a charge of 1.5% of the total cost of the holiday.
Exchange Rates
The holiday prices detailed have been calculated using the following exchange rates: Euro 1.15, US Dollar 1.6.
Journeys Club
Journeys Club is a loyalty scheme for any customer who has travelled with Avalon Waterways before. The on board benefits of Journeys Club can only be redeemed from your second Avalon Waterways cruise onwards. You must have a valid email address to sign up to Journeys Club. Once you have signed up you will receive your confirmation Welcome pack and will continue to receive emails which keep you informed of any Journeys Club benefits. Please see www.avaloncruises.co.uk/jclub for more information.

Some practical information

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Passports
Please check at a Post Office or on the contact details below, about fees and services for passport applications, renewals and amendments, before booking your holiday. As travel regulations are constantly changing, we are unable to provide up-to-date information concerning such requirements. It is your responsibility to ensure that you comply with all necessary Visa, Passport or other travel regulations.
Validity: A valid passport is essential when you travel abroad. Although your passport has been issued for 10 years (5 years for children), some overseas countries have a requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months). If your passport is in its final year of validity, you are advised to check the requirements of the country (ies) of destination before you make final travel plans.
Apply early: If you need to apply for a passport or to renew an expired passport you should do so well in advance of travel. Currently you should allow approximately 8 weeks. The government have announced that in future some applicants will be required to undergo a personal interview.
Names: The name on the passport must match the name on the ticket, otherwise you may not be able to travel and insurance may be invalid. Any name spelling changes will incur an amendment fee per person changed.
Holders of British Subject Passports and Non-British Citizens
We can only advise on immigration requirements if your passport was issued in the UK and endorsed "British Citizen". Holders of a British Subject passport and non-British citizens should check immigration requirements with the relevant embassy or consulate of all the countries you will be visiting or passing through. Further information from the Identity and Passport Service can be obtained as follows: Advice line: 0300 222 0000 7am-11pm daily (calls charged at your network provider's standard national rate); website: www.direct.gov.uk.

Advance Passenger Information (API)
Advance Passenger Information (API) means your Passport details, and in some instances your contact information, which has to be provided to the authorities before you travel.
The UK Government (through the UK Home Office 'E-Borders' scheme) require Air, Rail & Cruise Operators ('carriers') to collect API from ALL passengers travelling internationally into and out of the UK. You can read more information on the UK E-Borders scheme, on the following link: www.ukba.homeoffice.gov.uk/advance-passenger-information
The Data required currently is:
* Passport Number
* Country or State which issued passport
* Expiry date of passport
* Given (first and middle) names - as they appear in the passport
* Last or Surname - as appears in the passport
* Gender
* Date of birth
* Nationality
Some Governments may also require 'carriers' to provide access to booking data, which may contain other passenger information.
We will only provide each country's Customs & Immigration authorities with the relevant API or booking data required by law. This is governed by Data Protection laws applicable in the UK and the requesting State.
Inaccurate or incomplete data could delay your journey, either at check-in or with the immigration authorities. We cannot accept responsibility for incorrect or incomplete data provided, and if you are unable to travel for any reason relating to the provision (or omission) of API data, no refunds will be available.
How can I provide my API data?
Please go to the following secure web portal https://www.avaloncruises.co.uk/apis and key in the lead passenger’s surname and also the booking reference to enter the required information. You must enter all the required details for all passengers on the booking.
You can re-enter the data if you've made a mistake, but you will not be allowed to change the names supplied at time of booking so please ensure they match those on passenger's passports.
What if I need to change a passenger's name?
You must contact our Call Centre first, as any name-change will be subject to normal Booking Conditions and may attract a charge. It is absolutely imperative that the names on the booking match those on the Passports of those travelling, and that this in turn matches API Data.
When do I need to have provided my API by?
Ideally you should provide the API data as soon as possible after the booking has been made as we can accept data from the moment that you receive details of the API Portal. The absolute latest that we can accept your API data by is 4 days prior to travel.

Visas 

The following visa information is for British Citizens only. All consular fees are correct at the time of publication and are subject to change. Relevant visa guidelines will be sent with your Confirmation/Invoice.

Cambodia- British Citizens require a tourist visa, which currently costs US$20 and can be obtained locally on arrival at the airport. Please note two passport photos will be required. China- British Citizens require a visa to enter China. A single entry tourist visa costs approximately £65. An information pack explaining visa application procedure will be included with your Confirmation Invoice. Laos- British Citizens require a visa which can be purchased on arrival at a cost of US$20. Passports must be valid for a minimum of 6 months after entry. Vietnam - Currently the cost of a visa to Vietnam is £38 per person and can be obtained from the Embassy of Vietnam.

Travel advice

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The Foreign and Commonwealth Travel Unit may have issued information about your holiday destination. You are advised to check this on the FCO website at: http://www.fco.gov.uk/knowbeforeyougo. Alternatively, you can contact them on 0845 850 2829 or the ABTA Information Department on 0901 201 5050 (calls charged at 50p/minute). The International Air Transport Association (IATA) also provides passport, visa and health information necessary for air travellers at: http://www.iatatravelcentre.com/

Holiday Healthcare & Safety

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Vaccinations
Requirements can change without notice and some inoculations or precautions, although not compulsory, may be advisable. Local conditions are subject to change and we suggest that your consult your GP, one of the specialist vaccination centres, or visit the Department of Health website (www.dh.gov.uk/travellers) for more information. Any information we provide is given in good faith. Visit: www.nhs.uk/livewell/travelhealth. No special immunisations are required for those countries not listed. This list is correct at the time of publication. Bulgaria - Vaccination for Hepatitis A and Typhoid are recommended. Czech & Slovak Republic - Vaccinations for Hepatitis A and Typhoid are recommended. Serbia & Montenegro - Vaccinations for Hepatitis A and Typhoid are recommended. Cambodia - Vaccinations for Typhoid, Hepatitis A and Tetanus are recommended. China - Vaccinations for Hepatitis A, Typhoid and Tetanus are recommended. Laos - Vaccinations for Hepatitis A, Typhoid and Tetanus are recommended. It may also be advisable to take Malaria tablets. Thailand - Vaccinations for Hepatitis A and Typhoid are recommended. It may also be advisable to take Malaria tablets. Vietnam - Vaccinations for Hepatitis A, Typhoid and Tetanus are recommended. It may also be advisable to take Malaria tablets.
Holiday Healthcare in Europe - EHIC
If you are a UK resident you are entitled to free, or reduced cost, state provided healthcare when visiting a European Union (EU) country. However to be covered you will need to take a new European Health Insurance Card (EHIC) with you, which you can get, free of charge. To apply visit the NHS Choices website: www.nhs.uk/healthcareabroad or by calling 0845 606 2030.
Safety and Local Standards
The safety standards and regulations, which apply overseas are those of the country concerned. Often, regrettably, they cannot reach to the same levels as the UK. Because of this the general standard of safety, hygiene, fire precautions, etc. can be lower than those which we have come to expect in the UK, and the authorities in the countries concerned may not have adequate power or resources to monitor and enforce standards. We suggest you familiarise yourself with fire escapes and always check the depth and exits of swimming pools before swimming. We suggest you keep a note of any significant medical condition you may have and details of any medication you are taking. Pack a small first aid kit to carry with you.
Medical Services
Medical care and medication overseas can be expensive. For this reason you must insure yourself against the possibility of injury and sickness requiring treatment on holiday.
Smoking
Many ships, hotels, restaurants and other venues are designated non-smoking due to local or national legislation, and these restrictions are increasingly being extended to a general ban in all public places.
Customers with Impaired Mobility
Please see clause 15(e) of our Booking Conditions for further information.

Licensing, Your Privacy and Contacting Us

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Data Protection & Your Privacy
For the purpose of the Data Protection Act 1998, we are a data controller. We will need to use the details you give us to properly process your booking or enquiry. If you are travelling with us we will also need to keep your details in case we or our suppliers (such as airlines, accommodation providers and transport companies) and agents need to contact you in respect of your travel arrangements e.g. in an emergency or to inform you of possible changes to your itinerary. The details we may need to store and use include the names and contact details of party members, credit/debit or other payment and passport details and, where applicable, details concerning any disability, medical condition or dietary requirements (which might disclose your religious beliefs) which might affect the chosen holiday arrangements. It may be necessary to transfer your details to a country or countries outside the EEA depending on where your holiday is to take place and/or where our suppliers or agents are based. The data protection and privacy rules and legislation in those countries may be less stringent than the UK. We or our suppliers or agents may be required to pass your details on to certain governments or government appointed bodies or agencies in the interests of security or because we are obliged to by law. When you make a booking with us you agree to us storing, using and passing on the information referred to for the reasons stated above. We will of course inform you if there is any further information we require from you during the booking process. When you make a booking, request a brochure or sign up for our email or SMS updates we will securely store your contact details in order to contact you with details of products and services we think you might be interested in. We may pass your or your party contact details to our UK sister companies so that they may contact you with details of the products and services that they offer but we undertake not to pass them to any other third parties for marketing purposes. Our sister companies include: Avro Ltd, Monarch Airlines Ltd, Cosmos Holidays Ltd and Archers Tours Ltd. You may receive communications from us and our sister companies by mail, telephone, e-mail or SMS (text message). You may not want us or our sister companies to contact you for marketing purposes, in which case you will be given the opportunity to opt out at the point you provide us with your personal details. If you're not making a booking and if you don't require us to send you information then naturally you do not have to provide us with any personal information at all. Whenever we contact you by e-mail or SMS we will give you the option of opting out of any future e-mail or SMS communications. Also, if at any time you decide you would rather not receive news, information and offers about our holidays by phone or post please let us know in writing to: Data Protection, Marketing Department, Avalon Waterways, Wren Court, 17 London Road, Bromley, Kent, BR1 1DE. You are generally entitled to ask us about details of yours that we are holding, why we're holding or processing them and to whom we have disclosed or may disclose them to. To do this, please send a letter to the address listed above. We promise to respond to your request within 40 days of receiving the request in writing along with any applicable fee. There are circumstances where we shall be within our rights to refuse such a request. If you believe that any of your personal information that is held or being processed by us is incorrect then please write to us immediately as we cannot be responsible for any problems that may arise due to inaccurate information that you have provided us with. If you would like further information then you may find the following websites useful: http://www.hmso.gov.uk or http://www.informationcommissioner.gov.uk
How to contact Us
Our Head Office address (for all enquiries) is: Avalon Waterways, Wren Court, 17 London Road, Bromley, Kent, BR1 1DE
Website: www.avaloncruises.co.uk
Our registered business address is: Prospect House, Prospect Way, London Luton Airport, Luton, LU2 9NU.

Booking Conditions

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Avalon Waterways is a Trading Name of Cosmos Coach Tours Ltd. Please read these Booking Conditions for your holiday carefully. We want to ensure two things happen when you choose to book an Avalon Waterways holiday. Firstly, we want you to book the holiday that is right for you. Secondly, we want you to enjoy a memorable holiday, which provides you good value for money. The Avalon Waterways Booking Conditions spell out our obligations to you and your commitments to us when you book a holiday with us and together with the information contained in the Holiday Information forms the basis of our contract with you. Where in these Booking Conditions we refer to "we", "us" and "our", this means Avalon Waterways, which is a Trading Name of Cosmos Coach Tours Ltd. References to "you" and "your" means all persons (or any of them) named on the booking (including anyone who is added or substituted at a later stage) Except where otherwise expressly stated in these Booking Conditions, 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 in these Booking Conditions to "holiday", "booking", "contract", "package", “cruise”, "tour" or "arrangements" means such holiday arrangements.

Our Commitment to You

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1. Your Reservation
Once you have booked and paid your deposit or full payment as applicable, we will reserve your holiday on the basis of these terms and conditions. Your booking will be taken as confirmed in respect of all persons named on your booking and a binding contract between us will come into existence when we send our Confirmation/Invoice to you or your travel agent. Prior to doing so, we or your travel agent may send you an acknowledgement of your booking. Any such acknowledgement simply confirms that we are dealing with your booking request and is not a confirmation of it. Please check your Confirmation/Invoice together with all other documents we send you as soon as you receive them. Contact us or your travel agent immediately if any information which appears on the Confirmation/Invoice or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes later. You will be responsible for any costs and expenses involved in doing so except where we made the mistake. We regret we cannot accept any responsibility for any inaccuracies due to any mistakes on our behalf if we are not notified of these within ten days of our sending it out (five days for flight details). We will, however, do our best to rectify any inaccuracies notified outside these time limits where there are good reasons why you did not contact us within the time limit. We can only accept a booking if the lead name is a minimum of 18 years on or before the date of departure - if under 18 at the time of booking, the written consent of a parent or guardian is required before the booking can be made. We reserve the absolute right to cancel your booking at any time before the balance due date and provide a full refund of any monies paid for any reason.
2. Our Price Policy
Prices shown are believed correct at the time of publication. We reserve the right to change prices from time to time. Accordingly, it is possible that when you book your holiday the actual price may have gone up or down. If the price of your holiday has changed, the correct price will be confirmed at the time of booking. We reserve the right to correct errors at any time prior to the price being confirmed at the time of booking. Once you have made your booking and paid a deposit (or made full payment if booking within eight weeks of departure) and the price of your chosen holiday has been confirmed by your Confirmation/Invoice, we will only increase or decrease it in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, where our transportation costs (eg. aviation insurance and security levy, fuel, scheduled airfares and any other airline surcharges which are part of the contract between airlines (and their agents) and the tour operator) and/or any dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increase or decrease or where our costs increase or decrease as a result of any changes in the exchange rates which have been used to calculate the cost of your holiday. Even in the above cases, we will absorb increased costs up to a total amount equivalent to 2% of the cost of your confirmed holiday (excluding insurance premiums and any amendment charges). Only if the increased costs exceed this 2% will we levy a surcharge. In either case, there will be an administration charge of £1 per person. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums, any amendment charges and administration 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 3 -"If we change your holiday arrangements". Although insurance (where purchased through us) does not form part of your contract with us or of any "package", we will consider an appropriate refund of any insurance premiums you have paid to us, if you can show you are unable to use/reuse or transfer your policy, in the event of cancellation or purchase of an alternative holiday. A refund will only be payable if the decrease in our above costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of the decrease of our costs. You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to cancel or purchase another holiday where you are entitled to do so in accordance with this clause. If you do not tell us that you wish to do so within this period of time, we are entitled to assume that you 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. We promise not to surcharge within 30 days of departure.
3. If We change Your Holiday arrangements
Although it is unlikely, we may occasionally have to change your holiday arrangements as they are made well in advance, and we reserve the right to do so. For instance, your flight details may change or your accommodation may become unavailable. However, we promise that we will not make any significant changes (as described below) to your confirmed holiday arrangements less than 14 days before departure unless we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care (examples of which are contained in clause 7c). A significant change is a change made before departure, which we could reasonably expect to have a significant effect on your confirmed holiday. The following changes are examples of significant changes: • A change of your departure airport (except from Gatwick to Heathrow or vice versa or from Stansted to Luton or vice versa). • A reduction in the number of nights of your holiday. • A change of your accommodation to a lower accommodation category for the full duration of your stay. • A change of your date of departure (see below). • A change from day flight to night flight. Night flights are those outward flights, which are scheduled to depart from the UK between 22.00hrs and 06.00hrs (10pm to 6am). We will only pay compensation to you if your outward flight is changed from a day flight to a night flight and your time of departure is changed by more than three hours. A flight which was scheduled to depart between 10pm and 6am but which is changed to depart after midnight (or before midnight) is not treated as a change of date. We will work on the basis of the flight times shown on your original Confirmation/Invoice in deciding whether there has been a significant change to your arrangements as set out above. If we have to make any significant changes we will tell you as soon as reasonably possible. If there is time to do so before departure you can then choose to: • accept the changed arrangements or take the reasonable alternative holiday we offer you (if this is less expensive than your original holiday, we will refund the difference but if it is more expensive we will ask you to pay the difference). If you decide not to take the alternative we specifically offer you, you may purchase any other available holiday from us at the applicable price, or • cancel your holiday. If you wish to cancel your holiday or accept the reasonable alternative we offer you as a result of a significant change, you must tell us within the time mentioned when we notify you about the significant change or, if no time limit is mentioned, within 7 days of our notifying you. If you do not do so, we are entitled to assume that you wish to accept the changed arrangements. If you choose to accept the new arrangements or purchase another holiday from us, we will, where applicable, reduce the price of your holiday by the compensation shown in the table below. If you choose to cancel your holiday we will refund any money you have paid to us, as well as paying you compensation on the scale below (please note, we will only make one such reduction or payment per person).

Compensation Per Person          
No. of days notification
before departure		 More than
90 Days		 29-90
days		 15-28
days		 8-14
days		 7 days
or less
Minimum Compensation
per person		 Nil £20 £30 £40 £50

 

A change of overseas airport, return UK airport or return flight time of less than 12 hours will not be significant changes. Where your airport is changed, we promise to transport you from your overseas accommodation to your alternative overseas airport and vice versa or from your UK airport of arrival to your UK departure airport. No compensation will be paid and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. Please note, no compensation is payable for minor changes. A minor change is any change, which we could not reasonably expect to have a significant effect on your confirmed holiday. Minor changes do not entitle you to cancel or change to another holiday without paying our normal charges.
4. If We cancel your Holiday
We may occasionally have to cancel your holiday arrangements, which we reserve the right to do. However, we promise we will not cancel your holiday after the balance of payment is due unless you have failed to comply with any requirement of these Booking Conditions entitling us to cancel (such as paying on time) or where we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care (examples of which are contained in clause 7c). If we have to cancel, we will tell you as soon as possible. Except where you have failed to comply with any requirement of these Booking Conditions entitling us to cancel, or where we are forced to do so due to unforeseeable circumstances, we will offer you the choice of: • taking the reasonable alternative holiday we offer you (if this is less expensive than your original holiday, we will refund the difference but if it is more expensive we will ask you to pay the difference). If you decide not to take the alternative we specifically offer you, you may purchase any other available holiday from us at the applicable price or • receiving a prompt refund of all monies paid to us. If you wish to purchase an alternative holiday, you must tell us within the time mentioned when we notify you of the cancellation or, if no time limit is mentioned, within 7 days of us telling you or we are entitled to assume that you require a refund. If you choose to accept the alternative holiday we offer you or purchase another holiday from us, we will reduce the price of your holiday by the compensation shown in the table in clause 3. If you choose to cancel your holiday we will refund any money you have paid to us, as well as paying you compensation on the scale shown in clause 3 above (please note, we will only make one such reduction or payment per person). Where the holiday is cancelled due to unusual or unforeseeable circumstances, we will try to offer you a reasonable alternative holiday, or a refund, where a reasonable alternative is not available. No compensation will be payable in those circumstances. Minimum Numbers: We regret we can only operate each of the holidays shown on our website or in our brochures if a sufficient number of people book them. If there is insufficient demand, we have the right to cancel the holiday in question. If we have to do so, we promise we will tell you no later than the date the balance of your holiday price is due. In this situation, you will then have the choice of the options shown above. If possible, we will endeavour to offer you the same holiday departing on a different date. Where we cancel for lack of numbers in accordance with this paragraph, no compensation or other amounts (for example, the cost of any connected travel arrangements you have made independently) will be payable.
5. Your Flight/Train Journey
You will be informed of the airline(s)/rail companies operating your package holiday flight(s) or rail travel at the time of booking. A list of all airlines we anticipate using is shown on itinerary pages and in our Holiday Information. Timings planned are also given for your guidance but your actual timings will be those shown on your itinerary (although it is possible that even these timings may change). You should check these carefully as soon as you receive them. We may substitute alternative airlines/train companies and/or aircraft and/or airports/stations of destination if necessary, in which case you cannot transfer to another holiday or cancel without incurring normal cancellation charges (see clause 14). Any such change will be a minor one not entitling you to compensation. Where we substitute the transport we had originally intended to use in connection with your holiday, it may as a result not be possible to provide the catering that had been advertised. Any such change will be a minor change not entitling you to any compensatory payment. Note: EC Regulation No 2111/2005 came into force in the UK in January 2006. It requires the establishment of a Community list of carriers, which are subject to an operating ban throughout the EU and publication of that list to passengers. The list is published by the EU Commission and can be found by going to http://europa.eu.int/comm/transport/air/safety/flywell_en.htm. In the event that the assigned airline or any substitute airline therefore is or becomes listed on the Community list, you may be entitled to reimbursement or re-routing if your flight is cancelled because it is subject to an operating ban. Further information can also be found on the CAA's website at http://www.caa.co.uk
6. Flight delays
We wish we could guarantee to you that your flight will never be delayed, but unfortunately delays still occur. When a delay occurs, the airline may arrange for you to receive refreshments or meals in a reasonable relation to the waiting time. Unfortunately, it is not always possible for the airline to make welfare arrangements as being able to do so depends on factors such as the capacity of the airport concerned to cater for the number of passengers affected by delays, the anticipated length of any delay (it is often the case that a delayed aircraft will be ready to depart on very short notice so passengers need to be at the airport and the provision of catering may also risk extending the delay) and the timing of any delay. 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 is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. If your flight home to the UK is delayed, we will work with the airlines to provide assistance as appropriate to the length of the delay. If your outward flight is delayed please call your Cruise Director, details and numbers to call are in your documentation. Your right to a refund and/or compensation from us is set out in the clauses above (clauses 3 & 4). If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 020 7240 6061 or at passengercomplaints@caa.co.uk.
7. Our Assurance on standards and Assumption of Liability
(a) We promise to use reasonable skill and care in the selection of all of our suppliers of all parts of your holiday arrangements and in ensuring that all parts of 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 by our suppliers with reasonable skill and care. Whether our suppliers have performed or provided their services with reasonable skill and care or not will be determined in accordance with local standards (ie the country's standards where the services have been performed or provided) rather than UK standards. 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 as a result of any failure by ourselves or our employees, agents, suppliers or sub-contractors (as applicable) to use reasonable skill and care in accordance with local standards in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that the required 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, suppliers and sub-contractors 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, suppliers and sub-contractors).

(b) 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:

*-the act(s) and/or omission(s) of the person(s) affected/you or another member of your party; or

*-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

*-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 the supplier of services, even with all due care, could not foresee or forestall.

(c) Except where otherwise expressly stated in these Booking Conditions we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract is prevented or affected by or you otherwise suffer any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever as a result of 'force majeure'. In these Booking Conditions, 'force majeure' means any event, which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity, industrial dispute, insolvency of airlines, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

(d) Except where otherwise expressly stated in these Booking Conditions, where any successful claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on or off the transport concerned) provided by any air, sea, rail, inland waterway or road carrier or any stay at an accommodation, the maximum amount of compensation paid to you will be limited. The maximum we, the carrier or accommodation provider (as applicable) will pay you for that claim or that part of a claim if we, the carrier or accommodation provider (as applicable) are found liable to you on any basis is the maximum which would be payable under the applicable International Convention or Regulation which applies to the travel arrangements in question (for example, but not limited to: the Warsaw Convention unamended or as amended for international travel by air, the Montreal Convention for international travel by air and/or, for carriers with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability for international and national travel by air, the Athens Convention for international travel by sea, the Strasbourg Convention for inland waterways, and the Berne Convention in respect of travel by rail ) in that situation.

Please note: Where a carrier or accommodation supplier 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 are similarly not obliged to make a payment to you for that claim or part of the claim. You must give credit for all payments due or received from any carrier or accommodation supplier, which relate to the claim in question. Copies of the applicable International Conventions and Regulations are available from us on request.

(e) As set out in these Booking Conditions, we limit the maximum we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) the maximum amount we will pay you is the maximum amount payable for the claim in question under the insurance policy we unless a lower limitation applies to your claim under this clause or clause 7(d) above. These limits apply whether or not you take out our recommended insurance policy. When dealing with any such claim, we will use the definitions contained in this policy. A copy of the policy wording can be provided on request.

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 for their holiday unless a lower limitation applies to your claim under clause 7(d). This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(f) You must notify us of any complaint or claim in accordance with clause 17 "If You Have a Complaint". For all claims, any person(s) to whom any payment is made (and their parent or guardian if that person is under 18) must also assign to us or our insurers any rights they may have to pursue any third party in connection with the claim. You must provide us and our insurers with all assistance we or our insurers may reasonably require.

(g) Please note, we cannot accept any liability for any damage, loss, costs, expenses or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which relate to any business or pure economic loss. Please also note, 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 accommodation supplier or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure or on our website and we have not agreed to arrange them. This also includes any excursion or activity you book or purchase in resort -please also see clause 7(i) "Excursions and Activities". In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out in clause 7(a) and we do not have any greater or different liability to you.

(h) If you have had the misfortune to suffer illness, personal injury or death, through misadventure, during your holiday arising out of an activity which does not form part of your contracted holiday arrangements with us, we will, in our reasonable discretion, offer to help where possible and appropriate, by for example:

1) providing our general assistance;

2) paying your initial legal costs where you take legal action against the third party responsible for the injury, illness or death as a result (as long as we have agreed to pay them before you incur those costs and you have asked for our help within 28 days of the accident). All assistance (financial or otherwise) is subject to a maximum total cost to us of £1,000 per booking.

We will not provide help with legal costs if you have a Legal Expenses Section in your Holiday Insurance Policy or any other insurance policy on which you are entitled to rely. Also, if you successfully claim for these costs against a third party, we will require you to reimburse us for any costs we have paid for or to you up to the maximum amount of the costs you actually receive or are entitled to receive. Requests for our assistance under this section should be sent direct to the Customer Services Manager, Avalon Waterways, Wren Court, 17 London Road, Bromley, Kent BR1 1DE.

(i) Excursions and Activities

We may provide you with information (on our website, in our brochure and/or when you are on holiday) about excursions and activities which are available in the area you are visiting. If these excursions and activities are not purchased as a component part of your package holiday (as defined under the Package Travel, Package Holidays & Package Tours Regulations 1992) we will have no involvement in these excursions or activities which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent to us and do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such excursions or activities in any way. Except as set out below, we cannot accept any liability on any basis in relation to such excursions or activities and the acceptance of liability contained in clause 7(a) of our Booking Conditions and our Booking Conditions generally will not apply to them. We cannot guarantee, at any time, information given in relation to such excursions or activities or that any particular excursion or activity which does not form part of our contract will take place as they are not under our control. Where we or any of our local representatives make or take any booking for or from you in respect of any excursion or activity that is not part of your package holiday, we do so solely as booking agent for the organiser or operator of the excursion or activity. This is the case regardless of whether the excursion or activity is advertised or mentioned in our brochure, on our website, in resort, or elsewhere. Your contract for any such excursion or activity will be with the organiser or operator of that excursion or activity. We have no liability for any such excursion or activity or for any act(s) or omission(s) of the organiser or operator or for any of its/their employees or agents or any other person(s) connected with the excursion or activity. If we are found liable in any respect for any such excursion or activity (for example in our capacity as booking agent), that liability is limited to the cost of the particular excursion or activity concerned. In the event of any such liability arising on any basis, we are also entitled to rely on clauses 7(b), (c), (d), (e) (in relation to luggage and personal possessions) and (g). Any claim against us in connection with our liability as booking agent must also be notified in accordance with clause 17, otherwise your complaint or claim should be directly addressed to the organiser of the excursion or activity. Please note: We only act as booking agent where our local representatives have been formally authorised by us to sell or book the excursion or activity in question. Our local representatives are instructed not to sell or book any excursion, activity, or other service which they have not been formally authorised to sell or book. We do not act as booking agent and have no other connection with or responsibility or liability for any activity or excursion where this is not the case. Any advice or assistance on or with any activity or excursion provided by any local representative does not mean or imply that the activity or excursion is sold by the local representative or us or that any such advice or assistance is given on our behalf. Nothing in this clause or these Booking Conditions are intended to exclude liability for our negligence or the negligence of our employees resulting in your death or personal injury. 

(j) If we become aware of any material alterations to the resort/area information 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.

8. Our Complaints Procedure
Please also see clause 16 "If you have a complaint" which sets out the steps you must take in the event of your having reason to complain or make a claim. Disputes arising out of, or in connection with this contract, which cannot be amicably settled may be referred to arbitration if you so wish under a special scheme arranged by the ABTA - The Travel Association and administered independently by CEDR Solve (Centre for Effective Dispue Resolution). The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). This 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. In addition, it does not generally 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 CEDR within 18 months of the date of return from the holiday. Outside this time limit arbitration under the scheme may still be available if we agree, although the ABTA Code does not require such agreement. Special Note: We both agree that any dispute, claim or other matter of any description (and whether involving personal injury or not) which arises out of or in connection with your contract or holiday must be dealt with under the ABTA Arbitration Scheme or brought in the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case any proceedings must be brought in either the Courts of your own country or those of England and Wales). We both also agree that English law (and no other) will apply to your contract (unless proceedings are brought in Scotland or Northern Ireland, in which case Scottish or Northern Irish law, as applicable, will apply instead). If this provision is not acceptable to you, you must tell us before booking your holiday.
9. Conditions of Carriage
When you travel, the Conditions of Carriage of the company providing your transport will apply to your journey. These Conditions will limit and, in some areas, exclude the carrier's liability to you, usually in accordance with applicable International Conventions (see clause 7(d)). Copies of these Conditions can be provided by ourselves or the carrier itself on request. Our included Home Pick-up service is offered on the basis of one car per booking of up to 6 passengers, operating to/from your departure airport/Eurostar station, from one home address. For larger groups, vehicles appropriate to the party size will be provided.
10. Brochure, Website and other Information
All information contained in our brochures, on our website or which is otherwise produced or published by us is based on information available at the time of publication. We reserve the right to change any website or other information before your booking is confirmed and the amended information will then form part of your contract with us. If any part of these Booking Conditions is found to be unfair or unreasonable, the remaining terms will still be valid. Whilst every effort is made to ensure the accuracy of this website, our prices and other information at the time of publication, regrettably errors do occasionally occur. We reserve the right to correct errors prior to confirming your booking. You must ensure you check all details of your chosen holiday (including the price) with us at the time of booking.

Your Commitment to Us

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11. Deposits & Special Requests
You must pay a deposit of £250 (Europe) £500 (Asia) per person at the time of booking plus all appropriate insurance premiums if applicable. If booking within 8 weeks of your departure, you must pay the full cost of your holiday when you book. For insurance requirements - see clause 14. Your payment and the issuing to you of a Confirmation/Invoice create a contract between us. These Booking Conditions form the basis of your contract with us. You should read and ensure you understand them (raising any queries you may have with us) before asking us to confirm your booking. By asking us to confirm your booking, you are liable to be regarded as having had the opportunity to have read and understood our Booking Conditions, and to have actually done so before a contract between us came into existence. If you are booking a late/special offer holiday, any extra information and conditions that apply to the late/special offer holiday will also be part of your contract. If in doubt, you should check with us. If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise us of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your holiday, it must be specifically agreed with us before or at the time you book your holiday. We promise to comply with any special request, which we have specifically agreed. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on your Confirmation/Invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. If any additional cost is applicable, it will either be invoiced to you prior to your departure or should be paid for locally. Please note, for any payment made by credit card there will be a processing charge of 1.5% of the holiday cost.

12. Paying for the Balance of Your Holiday
Our Confirmation/Invoice will show the total price you must pay for your holiday. If any additional charge which is not included in our promise not to surcharge (see clause 2) becomes payable (for example costs relating to special requests made by you), a revised invoice will be sent to you showing that charge. We must receive the full cost of your holiday (less any deposit(s) which you have already paid) no later than 90 days before departure or within 7 days of the invoice date, whichever is later. If you book within 90 days of your departure, you must pay the full cost of your holiday when you book. If for any reason the full cost of your holiday is not received by us on time, we will write and tell you that the payment is overdue. If it is still not received by us within 7 days of the written reminder being sent out, we will be entitled to treat your booking as cancelled by you and keep your deposit. If we do not cancel straight away because you have promised to make payment, you must in addition pay the cancellation charges shown in the table in clause 14 depending on the date we reasonably treat your booking as cancelled. Please note, for any payment made by credit card there will be a processing charge of 1.5% of the holiday cost.
13. If you change Your Booking
Should you wish to change your holiday arrangements in any way we will charge an amendment fee of a minimum of £30 per person for any such change. You must also pay any charges imposed by airlines for any changes whatsoever, where applicable. Such changes may include, but are not limited to, name changes and date changes and related charges imposed by any airline, including scheduled and Low Cost carriers. Any change you make within 90 days of departure will be treated as a cancellation by you and we will make a cancellation charge as set out in the table in clause 14 below. Where the price of your holiday depends on the number of people booked into the accommodation and someone in your party cancels, the price will be recalculated on the basis of the new number of people going. We will then send you a new Confirmation/Invoice. Any increase in what you have to pay as a result of this change will not be covered by your travel insurance policy as it is not a cancellation charge. Also, you may not change from any holiday featured in any other brochure or, on any Avalon Waterways website to one of our Late Availability, or any other Special Offer holidays.
14. If You cancel Your Booking
If you wish to cancel all or part of your booking, the person who made the booking must write to us at Avalon Waterways Reservations, Ground Floor, Dale House, Tiviot Dale, Stockport SK1 1TB. If some or all of your party cancel their holiday or we are entitled to treat your booking as cancelled in accordance with these Booking Conditions, we will levy a cancellation charge on the scale shown in the table below. These charges are based on the estimated cost of cancelling your holiday and the expenses and losses we are likely to suffer if we cannot resell the holiday.

No. of days before
your departure we receive
your written cancellation or
we cancel as mentioned above		 Amount you must pay
More than 90 days Deposit
29-90 days  50% of holiday cost* or the deposit if more
23-28 days 70% of holiday cost* or the deposit if more
16-22 days 80% of holiday cost* or the deposit if more
4-15 days 90% of holiday cost* or the deposit if more
Within 3 days of departure or after 100% of holiday cost*

 

*"Holiday cost" does not include insurance premiums and any handling/amendment fee or other costs paid if you changed your booking which are not refundable in the event of your cancellation. Please also see clause 13 above. If you are travelling on a scheduled service flight we cannot give you any refund until any air tickets issued are returned to us by you. If the reason for your cancellation falls within your insurance cover, you should be able to claim a refund of your cancellation charges from the insurance company less any applicable excess. If you or anyone going on holiday with you is unable to go for any reason or decides that he/she does not want to take the holiday, you should be able to transfer the whole booking or the place on the booking of the person(s) concerned to someone else/other people suggested by you and acceptable to us providing you meet the following requirements: (a) You must write to us with full details of who cannot or does not want to go on holiday and who you would like to go instead. We must receive this information at least 14 days before the start of the holiday. (b) If the change can be made, you will have to pay an amendment fee of £30 per person named on the booking together with any extra costs we incur or are asked to pay in order to make the change (see point (d) below). (c) Everyone who goes on holiday in place of anyone who was originally due to travel must agree to these Booking Conditions and any other requirements which apply to the holiday before the change can be finalised. If the full cost of the holiday should already have been paid when the change is requested but has not been, this must also be paid before the change can be finalised. (d) Please note, scheduled airlines & low-cost carriers often do not allow any name changes within a certain time of the start of the holiday and generally not at all after flight tickets have been issued. If you want or need to make a name change when an airline will not allow it, you will have to cancel the original flight (which means you will lose all the money you have paid for that flight) and pay the full cost of another flight (which may not be the original flight or at the same cost as the original flight as the airline is entitled to offer the cancelled flight to anyone on a waiting list for it). This is the airline's decision and we have no control over it.
15. Your Holiday Insurance
Adequate and appropriate travel insurance is essential for your protection. Each member of your party must have either the holiday insurance policy we offer which is arranged by Rock Insurance Services Ltd or another policy giving at least as good cover. It is your responsibility to ensure that the insurance cover you purchase is adequate and appropriate for the particular needs of you and your party. We do not check alternative insurance policies. Please read your policy details carefully and take them with you on holiday.
16. Your Responsibilities
(a) You must ensure that you and your party have valid acceptable passports and any appropriate visas required for your holiday (including your journey to and from your holiday destination) (see information on Passports & Visas for more details). All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. Many of the airlines that provide the flight element of the arrangements we sell impose fines and costs on us if any passengers who have booked with us do not have the necessary travel or other documents for the countries they are visiting or passing through, even where this occurs through no fault of ours. In this situation we have no choice but to pass on to you all fines, costs, surcharges, other financial penalty and other sums of any description, which are imposed on or incurred by us. You will be responsible for reimbursing us accordingly in full. (b) You should check what vaccinations and other health precautions are required or are advisable for your chosen destination and journey with your doctor in good time before departure (also see information on Holiday Healthcare and Safety in the Holiday Information section). (c) Airline regulations state that women 28 weeks or more into pregnancy at the time of return travel must have written confirmation from a doctor that they are fit to travel when checking in for their outward flight. Normally, permission to travel is refused after 32 weeks. We can only accept your booking upon the clear understanding that we cannot be liable if any airline refuses to accept you or any member of your party as a passenger for this reason. (d) You must be responsible for the behaviour of yourself and your party. We can refuse to accept you as a customer or refuse to continue dealing with you by terminating your holiday arrangements if your behaviour is or is likely to be, in our reasonable opinion, or in the reasonable opinion of any airline pilot, accommodation supplier or other person in authority, disruptive, upsetting or dangerous to yourself or anyone else or if you have caused or are likely to cause damage to property. We will not pay any refund, compensation or other sum whatsoever or any costs or expenses incurred by you if we have to terminate the holiday arrangements due to your unacceptable behaviour. In this situation we will then have no further responsibility for you (including any return travel arrangements). If your unacceptable behaviour means you are not allowed to board your outward flight we will treat your booking as cancelled from that moment and you will have to pay full cancellation charges as shown in the table in clause 14. (e) You must tell us if you have an existing medical problem or disability that may affect your holiday before you book your holiday giving us full details at the same time. If in our reasonable opinion, your chosen holiday is not suitable for your medical problem or disability or you are not travelling with someone who can provide all assistance you may reasonably require, we have the right to refuse to accept the booking. If you do not give us full details of your medical problem or disability at the time of booking, we can also cancel the booking when we find out the full details if in our reasonable opinion the holiday is not suitable or you are not travelling with someone who can provide all assistance reasonably required. If we cancel in this situation, cancellation charges as set out in the table in clause 14 must be paid by the person concerned.
17. If You have a Complaint
Please also see clause 7 "Our Complaints Procedure". This sets out how any unresolved claim or disputed matter (or other matter between us) may be dealt with if you or we wish to pursue it. Please in particular see the Special note to clause 8. We do our best to give you an enjoyable, troublefree holiday, but occasionally even the best laid plans can go wrong. If you have a problem or complaint about your holiday you must tell our local representative or Cruise Director whilst abroad as soon as possible so that it can be sorted out on the spot. If your complaint cannot be resolved there and then, you must complete a Complaint Form on board, on tour or in the resort. You will be given a copy of this to keep. You must also tell the supplier you are complaining about. If you remain dissatisfied you must then write to us with full details, giving your holiday reference number and day time and evening telephone numbers within the following time of your return from holiday;- (1) 28 days if your complaint or claim does not involve death, personal injury or illness or (2) 3 months if your complaint or claim involves death, personal injury or illness. As it is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly, any compensation you may have been able to claim could be reduced or even lost altogether if you do not follow the complaints procedure set out in this clause. In the event of a problem or complaint involving the negligence of any of our suppliers, sub-contractors or agents (as opposed to any negligence on our part or on the part of any of our employees acting within the course of their employment) we cannot accept any liability if you do not report the complaint in resort in accordance with the procedure set out above and/or you fail to report the complaint to us in writing giving full details as set out above within 28 days or 3 months (as applicable - see above) of your return from holiday.
18. Financial Security
When you buy an ATOL protected air package or flight from us, you will receive a Confirmation/Invoice from us confirming your arrangements and your protection under our Air Travel Organiser's Licence number 1082. 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.