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 information 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)".
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.
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.
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, United Airlines, Malaysian Airlines, Qatar, Emirates, Iberia. 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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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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All holiday prices shown are based on two people sharing the lowest stateroom category and the lowest cost flight available at time of booking. 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.
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.
* 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 on selected worldwide holidays. * 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 2.0% of the total cost of the holiday.
The holiday prices detailed have been calculated using the following exchange rates: Euro 1.16, US Dollar 1.6.
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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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
* Date of birth
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.
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. Egypt - Single entry tourist visa costing £20 are required. Visas may be applied for via the Egyptian Consulate or obtained upon arrival at the airport. Laos - British Citizens require a visa which can be purchased on arrival at a cost of US$35. 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.
USA - Most visitors to the US are required to have a US visa in their passport. However, since the introduction of the Visa Waiver scheme, full British Citizen passport holders with the right abode in the UK will be able to travel on this scheme. The Visa Waiver scheme applies for full British Citizens provided they fulfil specific requirements, which include (but are not limited to) holding a full United Kingdom Passport, travelling on holiday or business for a period no longer than 90 days and holding a return air ticket with a "participating" airline (which includes all those airlines we feature.) This does not include Irish Citizens who carry a British subject passport. Note that even those qualifying as above will require a Visa if they have ever been arrested (even if not convicted), or if suffering from a serious communicable disease. It is the responsibility of each passenger to ensure they are able to comply with all US government requirements contained in the visa waiver form. If in any doubt, or if holding a British Subject/Citizen/Commonwealth Passport or with Right to Remain etc, you must check with the US Embassy Visa Section. Also see their Website: www.usembassy.org.uk or call the Visa information line on 09068 200 290 (calls charged at 60p/minute). Visa waiver forms should be completed as follows: A Visa Waiver Form must be completed online using the new Electronic System for Travel Authorisation (ESTA), for which there is a fee of $14 per person. This is only accessible via the internet and must be completed at any time before travel, but we recommend no later than 72 hours prior to departure. You will need to have the address of the first hotel/accommodation that you will be staying at in the US, as well as your passport number and other basic biographical information (date of birth etc). An application form can be found by going to: https://esta.cbp.dhs.gov. In most cases you will receive an automated response within a few seconds of completing the application, generally stating that travel has been approved. If for any reason a visa is not authorised (for example you are not a British Citizen), then you will receive a response stating this. A visa approved via ESTA is valid for up to 2 years or until your passport expires, whichever comes first. If you plan future trips, or your destination/itinerary changes after your visa has been approved, you can easily update the information by re-visiting the ESTA website. If you do not have the internet at home, we recommend asking friends or family, or visiting your local library, where you can normally find computers available for public internet access. If you are still unable to get onto the internet to complete the form, then you should inform us at your earliest convenience by calling one of our advisors. If you do not apply for and receive travel authorisation via the ESTA system prior to travel, you may be denied boarding or admission into the USA. Additional information regarding the visa waiver programme and ESTA is available at www.cbp.gov/esta.
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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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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. Peru - Vaccinations for Hepatitis A, Typhoid, Yellow Fever and Tetanus are recommended. It may be advisable to take Malaria tablets. Yellow Fever certificate is required. 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. Ecuador (& Galapagos) - Vaccinations for Hepatitis A, Typhoid, Yellow Fever and Diphtheria are required. It may be advisable to take Malaria tablets. Yellow fever certificate is required.
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 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.
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
Our registered business address is: Prospect House, Prospect Way, London Luton Airport, Luton, LU2 9NU.
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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 Booking 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 the Travel Agent may send you an acknowledgement of your booking and you will also be provided with an ATOL certificate (where applicable) - see clause 18 "Financial Security" for more details. Any such acknowledgement or ATOL certificate simply confirms that we are dealing with your booking request and is not a confirmation of it.
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 your Travel Agent or us. Please note that we reserve the right to refuse a booking at our discretion without giving any reason for such refusal. In such circumstances, any deposit or other payment received by us will be returned to you and any ATOL certificate provided shall be cancelled.
Please check your Confirmation/Invoice together with all other documents we or the Travel Agent 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. This includes, for example, checking that each name is exactly as stated in the relevant passport. You will be responsible for any costs and expenses involved in doing so except where we made the mistake. We regret we cannot accept responsibility for any inaccuracies due to any mistake on our behalf if we are not notified of these within ten days of our sending the Confirmation/Invoice 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 on this website are believed correct at the time of publication. Prices found in our brochure may differ from those displayed on this website, and certain offers advertised on our website may not be available in the brochure. 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 from the advertised price. If the price of your holiday has changed, the correct price will be confirmed before you book. 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 90 days 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 circumstances set out below. 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 (e.g. 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. Where a surcharge is payable, 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. Where a surcharge is payable, 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 between any of Gatwick, Heathrow, Luton and Stansted). • A reduction in the number of nights of your holiday.
• A change of resort area or your accommodation to a lower accommodation category for the full duration of your stay.
• A change of your date of departure (please note that a flight which was scheduled to depart between 22.00 hours and 04.59 hours but which is changed to depart after midnight (or moved forward to depart before midnight) is not treated as a change of date).
• A change from a day flight to a night flight if the time of your UK departure has changed by more than 4 hours. A night flight is one planned to depart from the UK between 22:00 hours and 04:59 hours. 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 or your Travel Agent 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 any 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 and we will refund, or you will be required to pay the difference in price with your original holiday (please note that these Booking Conditions will apply to any alternative holiday); 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
A change of overseas airport, return UK airport or return flight time of less than 12 hours will not be significant changes. Similarly, if after making your booking we are advised that an aircraft will stop en route, we will advise you as soon as possible but such a change shall not constitute a significant change. 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 significant 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 (examples of which are contained in clause 7(c)). 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 significantly 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 and we will refund, or you will be required to pay, the difference in price with your original holiday; 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 seven 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 clause 3 above unless we are forced to cancel your holiday due to unusual or unforeseeable circumstances, in which case no compensation will be payable. 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 unless we are forced to cancel your holiday due to unusual or unforeseeable circumstances, in which case no compensation will be payable (please note, we will only make one such reduction or payment per person).
Where the holiday is cancelled due to unusual or unforeseeable circumstances beyond our control and the consequences of which we could not have avoided even with all due care, 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 in this clause. 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)/train companies operating your package holiday flight(s)/train journeys at the time of booking. A list of all aircraft and airlines we anticipate using is shown in our Holiday Information section. Timings planned are also given for your guidance but your actual flight/train timings will be those shown on your airline/train itinerary (or tickets), which you should check carefully as soon as you receive them. We may substitute alternative airlines/train companies and/or aircraft/trains and/or airports/stations of destination if necessary, in which case, subject to the note below on the community list of banned carriers, you cannot transfer to another holiday or cancel without incurring normal cancellation charges (see clause 14 under ‘If You Cancel Your Booking’). Any such change will be a minor one not entitling you to compensation, though we shall notify you of the identity of any substitute airline/train company as soon as possible and in call cases at check-in or at the boarding gate. Where we substitute the airline or aircraft we had originally intended to use in connection with your holiday, it may as a result not be possible to provide any in flight catering which had been advertised. Any such change will be a minor change not entitling you to any compensatory payment.
Please note that if you purchase an Instant Purchase flight from us, this cannot be changed or refunded. If you require a more flexible option, you should select another flight.
Note: EC Regulation No 2111/2005 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 (See http://europa.eu.int/comm/transport/air/safety/flywell_en.htm). In the event that the assigned airline or any substitute airline 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.
Under EU law (Regulation 261/2004) 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. Your right to a refund and/or compensation from us is set out in the clauses above (clauses 3 and 4). If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 020 7240 6061 or at firstname.lastname@example.org.
Flights: 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. If your outward flight is delayed, please call your cruise director; the relevant details and number to call will be included in your travel documentation. 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. Your rights to a refund and/or compensation are set out in clauses 3, 4 and 5 above.
Cruises: Under EU law (Regulation No 1177/2010) relating to the rights of passengers travelling by sea and inland waterways, where the cruise carrier reasonably expects the departure of your cruise to be delayed for more than 90 minutes beyond its scheduled departure time, passengers departing from port terminals may be offered free of charge snacks, meals or refreshments as are appropriate given the waiting time, provided they are available and can reasonably be supplied. If the delay in departure necessitates a stay of one or more nights or a stay additional to that intended by the passenger, where and when physically possible (subject to the Package Travel, Package Holidays and Package Tours Regulations 1992) passengers departing from port terminals may be offered free of charge adequate accommodation on board or ashore, and transport to and from the port terminal and place of accommodation. The maximum amount payable for accommodation ashore and transport to and from the port terminal shall be equivalent to 80 Euros per person per night for a maximum of 3 nights. No obligation shall arise to provide such accommodation ashore where the delay is caused by weather conditions endangering the safe operation of the ship.
7. Our Assurance on standards and Assumption of Liability
(a) We promise to make sure 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. 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 (actual or threatened) may include war, riot, civil strife, terrorist activity, industrial dispute, epidemics, 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 will pay you for that claim or that part of a claim if we 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 No. 2027/97 as amended by EC Regulation No. 889/2002 for national and international travel by air, the Athens Convention for international travel by sea and/or EU Regulation 392/2009 on the liability of carriers of passengers by sea for international and national travel by sea, the Strasbourg Convention for inland waterways, the Berne Convention for travel by rail, and the Paris Convention in respect of the provision of accommodation) 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 offer as set out under the heading ‘Summary of Principal Cover’ 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 we make any payment (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) 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) any indirect or consequential loss, or loss relating to any employment and/or business transaction. 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 in our reasonable discretion, by for example:
1) providing our general assistance; and/or
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 activities and excursions which are available in the area you are visiting but which you cannot book with us in the UK, and which are therefore not purchased as a component part of your package holiday (as defined under the Package Travel, Package Holidays and Package Tours Regulations 1992).
We have no involvement in any such activities or excursions 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 of us. They 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 activities or excursions in any way. Where we or any of our local representatives make or take any booking for or from you in respect of any activity or excursion, we do so solely as booking agent for the organiser or operator of the activity or excursion. This is the case regardless of whether the activity or excursion is advertised or mentioned in our brochure, on our website, in resort, or elsewhere. Your contract for any such activity or excursion will be with the organiser or operator of that activity or excursion, and subject to their terms and conditions, and to local law and jurisdiction.
Except as set out below, we cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 7(a) of our Booking Conditions or our Booking Conditions generally will not apply to them. We have no liability for any such activity or excursion 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 activity or excursion. We do not, however, exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. If we are found liable in any respect for any such activity or excursion (for example in our capacity as booking agent), that liability is limited to the cost of the particular activity or excursion 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 must also be notified in accordance with clause 17. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the resort/area you are visiting generally, or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If we become aware of any material alterations to resort/area information and/or such excursions and activities which can reasonably be expected to affect your decision to book a holiday with us, we will try to pass on this information at the time of booking.
Please note: We only act as booking agent where our local representatives have been formally authorised by us to sell or book the activity or excursion in question. Our local representatives are instructed not to sell or book any activity, excursion 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 ourselves or that any such advice or assistance is given on our behalf.
(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 17 "If you have a complaint" below 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 ABTA. 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 £1,500 on the amount the arbitrator can award per person in respect of this element. The request for must be received by ABTA 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 your Travel Agent or ourselves (if you book direct) or the carrier itself on request.
With respect to our Europe bookings, 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 on our website, in our brochures, 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 brochure, 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 £300 per person (Europe bookings) / £500 per person (Long-haul bookings) at the time of booking (inclusive of a £2.50 ATOL contribution) plus all appropriate insurance premiums if applicable. If booking within 90 days of your departure, you must pay the full cost of your holiday when you book. No deposit is payable for infants under two years of age at the time of return travel. For insurance requirements - see clause 15. If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise your Travel Agent or us 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 in writing before or at the time you book your holiday. 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 on the acknowledgement of your booking 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 2% 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 for any additional services becomes payable which is not included in our promise not to surcharge (see clause 2), for example costs relating to special requests made by you, a revised Confirmation/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 Confirmation/Invoice date, whichever is later. If you decide to select the option to pay in full at the time of the booking, you may do so, but this will not change any of the conditions which form part of this contract. . If for any reason the full cost of your holiday is not received by us or your Travel Agent on time, we or your Travel Agent will write and tell you that the payment is overdue. If it is still not received by us or your Travel Agent 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 pay the cancellation charges shown in clause 14 in the event of subsequent cancellation, depending on the date we reasonably treat your booking as cancelled. Where we are selling a flight-inclusive package holiday, all money you pay to a Travel Agent (or an Accredited Body member) for that holiday will be held by the Travel Agent (or Accredited Body member) on behalf and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the Travel Agent's (or Accredited Body member) obligation to pay the money to us for so long as we do not fail. In the event of our failure, any money held at the time by the Agent (or Accredited Body member), or subsequently accepted from you by the Agent (or Accredited Body member), is and continues to be held by that Agent (or Accredited Body member) on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. Where we are selling a package holiday that does not include a flight, all money you pay to a Travel Agent for your holiday with us will be held by the Agent on our behalf until it is paid to us. Please note this does not apply to any money paid to the Travel Agent for any services not provided by us (for example Travel Agent’s administration fee or service charge or car parking. Please note, for any payment made by credit card there will be a processing charge of 2% of the holiday cost.
*The ‘balance due date’ is subject to change and may vary, but it will be confirmed to you at the time of booking.
13. If you change Your Booking
Should you wish to change your holiday booking we will do our utmost to make this change but it may not always be possible. We will charge an amendment fee of a minimum of £35 per person for any such change we can and do make and you will also be charged for any and all further costs we incur in making this change. Such changes may include name changes and date changes. In addition, you must also pay any charges imposed our suppliers (including but not limited to transport and/or accommodation) for any changes whatsoever, where applicable. Changing from one cruise to a different cruise will not be treated as a change but as a cancellation (see clause 14 below) and a new booking will have to be made. 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, First 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. Please note that any voluntary charitable donations made are passed on to the charity automatically at the time of booking and are non refundable.
|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
||50% of holiday cost* or the deposit if more
||70% of holiday cost* or the deposit if more
||80% of holiday cost* or the deposit if more
||90% of holiday cost* or the deposit if more
|Within 7 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. These premiums and/or charges are not refundable in the event of your cancellation. Please also see clause 13 above.
If you are travelling on a scheduled service flight and/or low cost carrier flight the cancellation fee will solely depend on the amount we are able to obtain back from the air carrier for your ticket (if any) and therefore the cancellation fees as set out in the table above may be higher. 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 may transfer the booking to someone else deemed acceptable by 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 £35 per 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 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 equal 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 but it should at a minimum cover the cost of cancellation of your travel arrangements by you, and assistance (including medical costs and repatriation) in the event of accident or illness overseas, as well as compensating you for permanent injury, death, delays or loss of baggage and personal possessions. 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, provide any Advance Passenger Information (API) or Electronic System for Travel Authorisation (ESTA) data and secured any appropriate visas required for your holiday (including your journey to and from your holiday destination) - see information on API/ESTA and Passports & Visas in the Holiday Information section 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 or submit correct documentation or data. 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 for more details).
(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) You must also indemnify us for the full amount of any claim (including legal costs) made against us by any third party as a result of your behaviour.
(e) Prior to booking, you must tell us if you or any member of your party is unwell, infirm, disabled or has reduced mobility, including full details of any requirements relating to this. Where we consider it strictly necessary, we may require that a disabled person or person with reduced mobility be accompanied by another person, as a fare paying passenger, who is capable of providing the assistance required. In relation to your cruise, this will be based on the cruise carrier assessing the need of the passenger, taking into consideration the design of the ship or port infrastructure and equipment and whether embarkation, disembarkation or carriage may be undertaken in a safe or operationally feasible manner. This may vary from vessel to vessel. Prior to booking, you must provide details of any medical equipment you intend to bring on board so that we/the cruise carrier can determine whether such equipment can be carried safely. You must also ensure that you can operate the equipment; that the equipment would be safe to use on board (please check with the manufacturer/supplier); and that it is in good working order (arranging for enough equipment/supplies to last the journey). It will also be your responsibility to arrange delivery to the docks of all medical equipment. If in our/the cruise carrier’s reasonable opinion, your chosen holiday is not suitable for your condition 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, taking into consideration the design of the ship or port infrastructure and equipment and whether embarkation, disembarkation or carriage may be undertaken in a safe or operationally feasible manner. 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 clause 14 must be paid by the person concerned, and we will have no liability for any other costs or expenses you incur as a result.
17. If You have a Complaint
Please also see clause 8 "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, trouble-free 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 supplier or local representative or Cruise Director 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 at Customer Service Department, Avalon Waterways, Wren Court, 17 London Road, Bromley, Kent, BR1 1DE 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.
* If your complaint relates to an alleged infringement of EU Regulation 1177/2010 (concerning the rights of passengers travelling by sea and inland waterways), complaints must be made to the cruise carrier or to us in writing within 2 months from the date on which the service was performed. Within one month, we or the cruise carrier (as applicable) shall respond to you, confirming that your complaint has been substantiated or rejected or is still being considered. However, the time taken to provide the final reply shall be no longer than 2 months from the receipt of the complaint. If you are still not satisfied, you may refer the matter to the Passenger Shipping Association (PSA) (www.the-psa.co.uk) to investigate the complaint.
18. Financial Security
All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
When you buy a package holiday that does not include a flight, protection is provided by way of a bond held by ABTA.
We, or the suppliers identified on your ATOL certificate, will provide you with the services listed on the ATOL certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable).You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
*Please note, if you book a flight inclusive holiday with us from the UK but the first leg of the flight(s) you pay us for starts in the Republic of Ireland, your booking will be protected by our Irish Travel Trade Licence which provides equivalent protection to the above.