We are a trading division of TUI UK Limited, Company Number 02830117, having its Registered Office address at TUI Travel House, Crawley Business Quarter, Fleming Way, Crawley, West Sussex RH10 9QL. Our Agreement with you sets out what you are legally entitled to expect from us when you buy our travel services. Those travel services are as advertised by us but may also have restrictions set out in our information section which should also be read carefully. Because we sell a wide variety of travel products, you should read our information section and these terms and conditions carefully, before you book, to see how they affect your specific travel arrangements made by us.

Where the context permits, reference to “you” and “your” will include you and all persons travelling on this booking. If you booked your holiday in any jurisdiction other than in Scotland or Northern Ireland (including any booking via the Internet), this Agreement, and any claim or dispute arising from or related to this Agreement, will be governed by English law and the courts of England and Wales shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Scotland, this Agreement, and any claim or dispute arising from or related to this Agreement, will be governed by Scottish law and the courts of Scotland shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Northern Ireland, this Agreement, and any claim or dispute arising from or related to this Agreement, will be governed by Northern Irish law and the courts of Northern Ireland shall have exclusive jurisdiction over any claim arising out of it.

This brochure and its booking conditions will be superseded by any subsequent edition.

Your travel booking

By asking us or your travel agent to confirm your booking, you are accepting on behalf of all persons travelling on this booking that the terms of this Agreement, which incorporate the information, restrictions and obligations set out in our ‘Booking Information’, and the conditions of any terms and conditions of carriage constitute the entire agreement between us with regard to your booking and your travel arrangements. Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. You are responsible for ensuring payment of the holiday cost,  the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations. In addition, if your holiday includes a flight, you are also responsible for (a) notifying us prior to the time of booking of any personal circumstances and needs pertaining to a person included in the booking including, without limitation, whether any such person is not self reliant or is a person with mobility - for example if you, or a member of your party, have difficulty in walking 500 metres; and (b) notifying us at any time from the time of booking until 48 hours prior to the flight’s departure by calling our call centre if any person travelling on the booking has ceased to be self reliant or a person with reduced mobility or if a person previously reported to be with reduced mobility or as not being self reliant does no longer fall into either category. It is a condition of your booking with us that you and all other members of your party, including infants and children, are adequately insured on holiday. Any person who is under 18 years old must be accompanied by an adult on his or her journey.

There may be other restrictions and conditions on some offers, but these are explained in the details of those offers.   We accept MasterCard, Visa, Barclaycard, AMEX and debit cards. All credit cards transaction carry a 2% charge, except for AMEX which is 2.5%. This means that you may telephone your requirements for immediate booking. All bookings, including those made by telephone, are subject to these booking conditions. You must submit a completed and signed booking form accepting these conditions on behalf of all party members at the time of booking together with a deposit of £150 per person for Amalien Haus booking, 20% of holiday cost for all other chalets, 30% of holiday cost for hotel bookings and 100% of published fare flight costs, or the full holiday cost if booking within 10 weeks of departure, and all applicable insurance premiums. Please note some of our hotels may request a 50% deposit payment. If so, we will advise you at the earliest opportunity. The balance of the holiday cost must be received by us no later than 10 weeks prior to departure. If payment is not received in full and on time we reserve the right to treat the booking as cancelled by you and to apply the cancellation charges set out under ‘Cancellation’ below. You may need time to agree holiday details with other party members. To enable you to do so we will normally hold your chosen holiday as an option until close of business on the third day when it will be automatically cancelled unless you have confirmed the booking with us. A binding contract comes into existence between us when your booking is confirmed as definite to you by telephone or, in all other cases, when we despatch your confirmation invoice. You must check your confirmation invoice, tickets and all other documentation carefully as soon as you receive it. You must also let us know straight away if anything appears to be incorrect as it may not be possible to make changes at a later stage. We regret we cannot accept liability if we are not notified of any errors within ten days (three days for tickets) of our dispatching the document in question.

The contractual terms of Our Agreement apply between you and us because you have chosen a Package Holiday with us (hereafter, a “holiday”) which is a ‘package’ within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992 and will enjoy the benefits conferred by it. We may transfer your booking to another company within our group, but this will have no effect on your holiday arrangements.

When you buy an ATOL protected air package or flight from us you will receive a confirmation invoice from us (via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser's Licence number 2524. 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 http://www.atol.org.uk The price of your holiday includes the amount of £1 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices and will be shown separately on your confirmation invoice. ATOL protection does not apply to all holiday and travel services shown in this brochure. Please ask us to confirm what protection may apply to your booking.

We are also members of the Association of British Travel Agents (ABTA) membership number V0476. These Booking Conditions and this brochure comply with their code of conduct for tour operators.  We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.

The Price You Pay

All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices include  a cost for fuel that was estimated at the date of this publication. We reserve the right to add a fuel supplement to holiday prices should this increase after the date of this publication. Prices can go up or down. We will be able to tell you or your travel agent the up-todate price of your chosen travel arrangements and of any other services advertised by us before confirming your booking.

Surcharges

We reserve the right to increase or decrease our brochure prices and correct errors at any time. The current price will be advised to you at the time of booking. In respect of confirmed bookings we adopt the ABTA rule on surcharges as follows.

The price of your travel arrangements is subject to surcharge in the event of our costs increasing due to increases in transportation costs (e.g. increases in fuel or scheduled air fares or the imposition of any airline surcharge which is part of the contract between airlines (and their agents) and the tour operator/organiser), government action such as increases in VAT, or any other government imposed increases or adverse exchange rate variations. Even in this case we will absorb increases up to a total amount equivalent to 2% of the holiday price, excluding insurance premiums and any amendment charges. Only amounts in excess of this 2% will be surcharged. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.  If this means paying more than 10% of the holiday price you will be entitled to cancel your holiday with a full refund of all money paid to us except for any premium paid for holiday insurance and amendment charges. Should you decide to cancel in this situation you must do so within 14 days from the issue date printed on the invoice. Prices are based on the currency exchange rates of 2.09 Swiss francs equalling £1; and 1.40 Euro equalling £1.

The UK government have announced their intention to replace Air Passenger Duty, which is payable by all passengers on flights departing from UK airports with a new Emissions Tax, known as Aviation Duty, with effect from 1st November 2009. We are not yet aware of the final details of the new Duty, and prices have therefore been calculated as if Air Passenger Duty continues to be in effect. In the event that our costs increase as a result of the change, we reserve the right to adjust prices to reflect those changes in costs.

If we change or cancel your holiday

It is unlikely that we will have to make changes to or cancel your holiday. However the arrangements we offer are planned many months in advance and we reserve the right to make changes to and correct errors in brochure and holiday details both before and after your booking has been confirmed and cancel confirmed bookings. However, we will not make any significant changes (as defined below) to your booking unless we are able to notify you not later than 14 days before departure (except in the case of ‘Force Majeure’ as defined below and providing you have given ourselves a telephone number by which you can be contacted during and out of working hours, or if the change is brought about by circumstances beyond our direct control). We also promise we will not cancel your holiday eight weeks or less before departure unless you fail to make full payment on time or we are forced to do so as a result of ‘Force Majeure’ as defined below or if cancellation is due to circumstances beyond our direct control. Where a significant change or cancellation becomes necessary, we will inform you or your travel agent as soon as is reasonably possible. A significant change is one we make to your holiday arrangements before departure that involves changing your UK departure airport, resort, accommodation, or time of departure or return by more than 12 hours. All other changes will be treated as ‘minor changes’. Where we have to make a significant change or cancel (except where you default in payment), we will offer you the choice of the following options where there is time to do so before departure: (a) (for significant changes) accepting the changed arrangements or (b) purchasing another holiday from us of at least a comparable standard if available (with you paying or receiving a refund in respect of any price difference subject to the rest of this clause) or (c) cancelling or accepting the cancellation and receiving a full refund of all monies paid to us. In the event of a significant change or cancellation, we will in addition pay you compensation in accordance with the compensation scale and provisions set out below subject to the following exception. No compensation can be paid and no liability beyond offering the above mentioned options can be accepted where we are forced to make a change or cancel 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. Such circumstances may include those mentioned under ‘Force Majeure’ below. Except where (1) a significant change is made for a reason within our direct control less than 14 days before departure or (2) we cancel due to a reason within our direct control 8 weeks or less before departure, our liability is limited to offering the above mentioned choices and (where applicable) the payments set out in the scale below. Where our liability is so limited, we regret we cannot meet any expenses or losses you may incur as a result. No compensation is payable for minor changes. Minor changes do not entitle you to cancel or change to another holiday without paying our normal charges.

Period before scheduled departure within which a significant change is notified to you
Compensation per person

Where accommodation is offered and accepted in the same official category as the original accommodation but with a higher brochure price, any difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered and accepted in a higher official category than that originally booked in the same resort, where no additional payment is made by you.

Booking Alterations

If you wish to make any changes to your confirmed holiday, we will endeavour to assist although we cannot of course guarantee that we will be able to meet any particular request. Where we can meet a request, an amendment fee of £40 per person, per booking will be payable together with all costs we incur or our suppliers impose or incur as a result.  ) If any cancellation reduces the number of paying members below the minimum number required for a particular holiday price or concession (including free places), the invoice will be adjusted accordingly for all remaining group members.  Please note that airlines may treat changes as cancellation.

Where you are unable to travel you can transfer your booking to another person, subject to you notifying us in writing at least 60 days before departure, providing all original travel documents which you have received and the full name and address of the transferee, confirming that the transferee must fulfill any conditions that apply to the booking and by you paying an administrative charge of a minimum of £50 per person and all costs which those supplying your travel arrangements impose.  Both the transferor and transferee will be jointly and severally liable for payment of the holiday price and other associated expenses.

Cancellations

Should you or any member(s) of the party need to cancel your holiday, the lead name must inform us in writing immediately. Cancellation charges to compensate us for the costs of making your booking and the risk we may be unable to sell your holiday will be payable as follows:

Period before departure written notification of  cancellation charge per person cancelling
Cancellation is received by us

Cancellation charges are calculated from the date written notification of cancellation is received by us as a percentage of the total holiday cost, excluding supplements, ski school payments, published fare flight costs, amendment charges and insurance premiums, which are not refundable in the event of your cancellation. Please note that if numbers in a group fall, the holiday cost will be recalculated based on the final number of guests plus any cancellation charges that may apply to the cancelled people. Please note that where we confirm a ski school reservation on your behalf you personally enter into a contract direct with that ski school.

Force Majeure

We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by reason of circumstances amounting to ‘Force Majeure’. In these booking conditions ‘Force Majeure’ means any event that we or the supplier of the service(s) in question could not, even with all due care, foresee or forestall. Such events may include (by way of example and not by way of limitation) war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire, adverse weather conditions, and all similar events.

Liabilities

1. Subject to ‘Force Majeure’, we accept responsibility in the event that the services which we contract to provide are deficient or not of reasonable standard. We also accept responsibility for the acts and/or omissions of our employees, agents, subcontractors and suppliers providing the individual(s) concerned were at the time carrying out work authorised by us. Please note that this paragraph does not apply where you suffer death, bodily injury or illness for whatever reason. In all cases except where loss and/or damage to luggage or personal possessions (including money), personal injury, illness or death results or a lower limitation applies to the claim, the maximum amount we will have to pay the person(s) affected if we are found liable to them on any basis is three times the price (excluding insurance premiums and amendment charges) paid to us by that person/those persons for their holiday. For lost and/or damaged luggage or personal possessions (including money) our liability is limited to a maximum of £25.00 per person in total as you are assumed to have taken out adequate travel insurance in respect of your holiday.
2. Subject to these booking conditions we accept responsibility, should you or any member of your party suffer death, injury or illness as a result of any failure to perform or improper performance of any part of our contract with you by any of
our employees, agents, suppliers or sub-contractors (providing the individual(s) concerned were at the time carrying out work authorised by us) except in the following situations, We will not be liable where any failure to perform or improper performance of the whole or any part of our contract was due to:
(a) the act(s) and/or omissions of the person(s) affected or
(b) those of a third party not connected with the provision of your holiday and which were unforeseeable and unavoidable or
(c) an event which either ourselves or the supplier of the service(s) in question could not have foreseen or avoided even with all due care. The specific promises we made to you about the contracted arrangements and the laws and regulations of the country in which the injury, illness or death occurred will be used as the basis for deciding whether the services in question had been properly performed.
If the particular services which gave rise to the injury, illness or death complied with the local laws and regulations applicable to those services at the time of the injury, illness or death, the services will be treated as having been properly performed. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
3. It is a condition of the acceptance of liability set out in clauses 1 and 2 above that you notify any claim to ourselves and our supplier(s) strictly in accordance with the procedure set out under ‘Complaints and Arbitration’. Further, where any payment is made, the person(s) receiving it must assign to ourselves or our insurers any rights they may have to pursue any third party and must cooperate with ourselves and our insurers.
4. Where you suffer by misadventure, illness, personal injury or death as a result of an activity which does not form part of your holiday arrangements, nor of an excursion offered through us, we will advise and assist as much as reasonably possible. Such assistance may include, at our absolute discretion, financial assistance with initial legal costs in the event of your deciding to take legal action against the third party responsible as a result provided such assistance is requested within 90 days of the date of misadventure. All assistance, whether financial or otherwise, is subject to a maximum cost to ourselves of £5,000 per booking form. In the event of there being a successful claim for costs against any third party or a suitable insurance policy or policies being in force, we shall be entitled to recoup the costs we have actually incurred from you.
5. We cannot accept responsibility for clients missing aircraft due to late check-in at the airport.
6. Very rarely, we may be forced to curtail holidays in the event of circumstances amounting to ‘Force Majeure arising (see ‘Force Majeure’). In this very unusual situation, we regret we cannot make any refunds (except where we obtain these from suppliers), pay any compensation or meet any expenses you may incur as a result.

Air Carrier Liability for Passengers and their Baggage

1. Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to 100000 SDRs (approximately £80,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16000 SDRs (approximately £13,000).
2. Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximately £3,300).
3. Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs
(approximately £800). The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £800). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the
case of unchecked baggage, the carrier is liable only if at fault. A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal.
4. Liability of contracting and actual carriers: If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
5. Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
6. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of the Member States.”
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available at http://air-ban.europa.eu

Sea Travel Conditions of Carriage & International Conventions:

Land, sea and air carriers will have their own conditions of carriage with which you must comply. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company.  In the case of sea travel the provisions of the Athens Convention 1974 relating to the carriage of passengers and their luggage by sea may apply. This Convention and the sea carriers conditions of carriage may continue to apply to you and your party throughout your stay on board the ship, and during boarding and disembarkation. This Convention presumes that your baggage has been delivered undamaged unless you give full written details to the carrier (1) in the case of apparent damage, before you disembark from the ship or the baggage is redelivered to you; or (2) in the case of damage which is not apparent or of loss, within 15 days of disembarkation or from the time when the baggage should have been redelivered to you. The Athens Convention, and the carriers’ conditions of carriage, may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and make special provisions for valuables. A copy of the conditions of carriage applicable to your holiday, and the Athens Convention referred to above, can be supplied on request. You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention 1929 (as amended) concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and of the Warsaw Convention, if you request them.

Special Requests and Medical Problems

If you, or any member of your party has a medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us details in writing at the time of booking. Any special requests must be advised to us at the time of booking and clearly noted on the booking form. Whilst we will endeavour to meet/pass on to suppliers any reasonable requests wherever possible we cannot guarantee that they will be fulfilled and failing to do so will not constitute a breach of contract on our part.

Health Requirements

Always check with your doctor as to which inoculations and health requirements are advisable or necessary well before you travel. You should also refer to the Department of Health leaflet, ‘The Travellers’ Guide to Health’. At the time of going to print there are no compulsory vaccinations for British citizens for the destinations featured in this brochure.

Local Safety Standards and Suppliers Conditions

Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may be lower. Suppliers provide the services which make up your holiday in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions.

Flights, Timings and Delays

Please note flight timings may change. The information shown in this brochure and given on booking is for guidance purposes only. Latest times will be shown on your itinerary. However, times may change again and we will, if possible, advise you of any further changes before your date of travel. The majority of our flight tickets are electronic (called “E”-tickets) which means you will not receive a paper ticket. Occasionally, we may send you a paper ticket. We will not usually be in a position to advise as to the aircraft type which will be used in connection with any flight at the time of booking. When we confirm the airline, aircraft type or or airport of destination which will be used for your holiday at any time, this information may change. If it does, the change will not entitle you to cancel or change to another holiday without paying our normal charges. It is your responsibility to ensure that you and all members of your party are at the correct departure point at the correct time. We cannot accept responsibility for clients missing aircraft or other transport due to late check-in at the airport. Please note flight tickets are normally non-refundable. Please also note that should you miss your outbound scheduled flight, for any reason, the airline will automatically cancel your inbound leg. Should you wish to have a more flexible ticket, please ask one of our consultants for details.

Passports and visas

British citizens require a full ten year British passport valid for at least one month after the end date of the holiday. British citizens holding British passports do not require a visa for Austria, France or Switzerland. Citizens of other countries and British citizens not holding a British passport should check with the relevant consulate for information concerning passport and visa requirements. All wives travelling alone and all children, including newborn babies must have their own passport, except where the child is currently already included on the adult passport. It is your responsibility to ensure all members of your party are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

Travel Insurance

It is a condition of our accepting your booking that you take out our special travel insurance or alternatively, at that time, arrange a policy yourself which provides comparable or greater cover. This alternative policy must also offer a 24 hour mergency telephone and repatriation service. In the event of any emergency, should you not have adequate insurance cover, we will offer all reasonable assistance but it must be understood that you will be responsible for any costs involved. It is your responsibility to arrange additional insurance cover exceeding the maximum amounts payable under our policy or providing cover for additional areas of risk if you consider our policy is not adequate for the particular needs of your party.

Photographs

These are intended to give an overall impression rather than details. Any item of furniture or chattels which appear in the photographs may have been changed or removed from the accommodation.

Behaviour

We reserve the right to terminate the holiday arrangements of any client who, in our opinion or in the opinion of any airline pilot, accommodation owner or manager or other person in authority, is causing or is likely to cause distress, annoyance or danger to any of our other clients, employees or any third party, or damage to property. In this situation our responsibility for the holiday of the person concerned will immediately cease and we will not be liable to pay any compensation, make any refund or meet any expenses that they may incur as a result. Where applicable, full cancellation charges will apply. Please note we do not accept animals or pets in our properties.

Star Categories/Country Standards

Chalets are not hotels and as such are not classified by the local tourist authorities. Please rely on the descriptions we provide. For hotels, the ratings fixed by the local tourist authority are shown where available. Generally speaking, these ratings are not comparable to rating systems used in the UK. Please note that in Austria, twin beds usually consist of two separate mattresses attached to a singe frame or headboard and they cannot be separated. This style is known as an Austrian Twin. Similarly in many hotels (in all countries) a “double” bed may consist of two mattresses on separate bases, zipped together.

Foreign Office Travel Advice

Current travel advice is readily available from the Travel Advice Unit, 1 Palace Street, London SW1E 5HE. Tel: 0207 238 4503, Fax: 0207 2384545. FCO travel advice notices are also displayed on BBC2 (Ceefax).

Complaints and Arbitration

We make every effort to ensure that you have a trouble-free holiday. In the event of a complaint concerning the holiday you should immediately report it to your Flexiski representative in the resort and to the relevant supplier, specifying in writing all the pertinent details in order to give us a fair opportunity to investigate the matter. Our representative nd/or supplier will naturally do his/her best to resolve the matter on the spot. If you remain dissatisfied, the complaint in resort should be followed by a formal notice of complaint which must be received by us not later than 28 days after the end of your holiday.
We regret that we cannot accept liability for any claims which are not notified entirely in accordance with this clause. Disputes arising out of, or in connection with, this contract which cannot be settled amicably may be referred to arbitration under a special scheme which is administered quite independently by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration based on documents alone with restricted liability for the customer in respect of costs. The scheme does not apply to claims for an amount greater than £1,500 per person/£7,500 per booking form, nor to claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness. Application for arbitration should be made within 9 months of the end of the holiday, but in exceptional circumstances may be offered outside this period.

Data Protection Policy

To ensure that your holiday runs smoothly, we (and your travel agent, if you use one) need to use information such as your name and address, special needs, dietary requirements, etc. We will apply appropriate security measures to protect this data. However, we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies. We may also supply it to security or credit checking companies, and to public authorities such as customs and immigration. If your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strict as in the UK. We will only pass data, including sensitive information regarding disabilities or dietary and religious requirements, to people responsible for your travel arrangements. If we cannot pass this information to the relevant suppliers, in the EEA or elsewhere, we cannot provide your booking. When you make this booking, you consent to this information being passed to the relevant people. Information held by a travel agent is subject to that company’s own data protection policy. We can supply a copy of your information held by us; there is a small charge for providing this.

Conduct While Travelling

We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive or affects other travellers or is threatening or abusive towards our staff or agents in the UK or resort, on the telephone, in writing or in person. If the Captain of your flight or cruise ship or any of our resort staff believes that you could e disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements or restrict your movements on board or disembark you from a ship or aircraft. If you are disruptive and this means you are not allowed to board the flight outbound from the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges. If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. If you are refused carriage because of your disruptive behaviour, or that you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs and expenses incurred as a result of your behaviour e.g. the cost of diverting an aircraft or ship to remove you. Criminal proceedings may also be instigated.

Breakages and Damages

You are responsible for any breakages, losses or damages caused during your stay in your accommodation and it is your responsibility either to put right the damage or to make full payment to our local representative before departure from the resort.