Terms and Conditions
PACKAGE HOLIDAY BOOKING CONDITIONS
YOUR CONTRACT IS WITH NAR (UK) LTD, trading as ASCOT TRAVEL HOUSE, a member of ABTA.
The following terms shall have the meanings set out below when used in these booking conditions:
‘We’, ‘Our’, ‘Us’ means NAR (UK) Ltd (Ascot Travel House).
‘Holiday’ means the holiday booked by you or any person on your behalf.
‘You’, ‘Your’ means all persons named on the booking.
YOUR HOLIDAY CONTRACT
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
YOUR FINANCIAL PROTECTION
The air holidays and flights shown are ATOL protected by the Civil Aviation Authority. We act as agents for licensed tour operators and the relevant ATOL number and ATOL certificate will be provided for each holiday booked.
The flight bookings we make are also ATOL Protected and the ATOL certificate will be provided for each flight booked.
ATOL Protection extends primarily to customers who book and pay in the United Kingdom.
As Travel and Booking Agents we act only as Agents for the Principals actually providing the relevant services and we shall not be liable for any act or default on the part of any such Principal or its Agents or Servants. Passengers are booked and/or tickets and coupons are issued or obtained by us subject to the conditions regulations and terms of the Carriers and/or Principals concerned.
We are a member of ABTA, membership number K5268. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple an inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. 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 form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
YOUR HOLIDAY PRICE
When you make your booking you must pay a non-refundable deposit of:
Flights: We will advise you of the amount of deposit required at the time of booking, which will depend on the supplier of flights (Unless you are booking a special offer or promotional air fare where full payment is required immediately).
Accommodation: 20% per accommodation
Car Hire: 10% per car hire
A higher deposit may be payable depending on particular arrangements booked. Full details of applicable payment will be given to you at time of booking. The balance of your holiday must be paid at least 10 weeks before your departure date. If the deposit and/or balance is not paid in time your booking may be cancelled. In this case the cancellation charges set out in clause 6 ‘If You Cancel Your Holiday’ below will be payable.
IF YOU CHANGE YOUR BOOKING
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking. You will be asked to pay an administration charge of £25, and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer to departure date that the changes are made and you should contact us as soon as possible. Note: Certain travel arrangements, for example flights, may not be amended after they have been confirmed and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
IF YOU CANCEL YOUR HOLIDAY
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received by us. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Number of Days Prior to Departure Cancellation Amount
When written confirmation is received as a % of total holiday price
56 days or more: Deposit
55 – 29 days: 50% + 100% Flight Costs
28 – 15 days: 70% + 100% Flight Costs
14 – 8 days: 90% + 100% Flight Costs
Less than 7 days: 100%
IF WE CHANGE OR CANCEL YOUR HOLIDAY
Occasionally we may have to make changes to your travel arrangements and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However we will not cancel your travel arrangements less than 10 weeks before your departure date, except for reasons of force majeure (see below) or the failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternate travel arrangements of comparable standard from us; if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out below.
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. Any changes to the actual airline will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standar
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:
Period before departure within which notice of cancellation of major change is received by us or notified to you. Amount shown is per person (excluding infants).
More than 56 days: Nil
55 – 29 Days: £10
28 – 14 Days: £15
Less than 14 days: £20
The compensation we offer does not exclude you from claiming more if you are entitled to do so.
FORCE MAJEURE: We regret that neither we nor the supplier of the services in question can accept responsibility or pay any compensation where the performance of contractual obligations is prevented or affected by reason of circumstances amounting to ‘force majeure’. Circumstances amounting to’ force majeure’ include any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. Such events may include war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire flood, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport and all similar events outside the control of ourselves or the supplier.
IF YOU HAVE A COMPLAINT
If you have a problem during your holiday, please inform the relevant airline or supplier (e.g. your hotelier) immediately who will endeavour to put things right. Any verbal communications must be confirmed in writing to the airline/supplier as soon as possible. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 3 above on ABTA. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us at Ascot Travel House, 5 Royal Hunt House, Fernbank Road, Ascot, Berkshire, SL5 8JR giving your booking reference and all relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
OUR LIABILITY TO YOU
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to you; or a third party unconnected with the provision of the travel arrangements and where failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of 2 times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner
- The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
- Any relevant international convention, for example the Montreal Convention in respect of travel by air; the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
Copies of these conventions are available by request. 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 to these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 6. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.
NB this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
PASSPORT, VISA AND INNOCULATIONS
Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please check with your own doctor whether injections/inoculations are required for your chosen destination.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of the package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
TV & WEBSITE OFFERS
Prices are ‘per person’ based on 2 sharing (unless stated) and are subject to availability and change. Hotels are subject to availability and change, if fully booked, local hotels of a similar standard will be provided. Hotel ratings are based on local standards. Tours are subject to availability and change and some tours may command a supplementary cost. Ports of call on some coach tours/cruises may vary according to unforeseen circumstances. All deals are fully TTA & ATOL protected.
It is a booking condition of package travel regulations that you have adequate travel insurance. Passengers must take out travel insurance and details of our special facilities are available. Neither we nor any of our Agents or Servants shall be liable or responsible for any loss, damage, and injury. Delay or inconvenience whatsoever to any traveller or his luggage or other personal property sustained or suffered in, or during, any passage, journey, trip or stay, or in respect of any accommodation or in the carrying out of any arrangements booked through us. In the case that you decline insurance you may be asked to sign an indemnity form, or provide details of alternative cover. No insurance will be issued until the full premium has been received.
DATA PROTECTION POLICY
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc.
We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as your tour operator, airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.
Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.)
Usually your tour operator or other principal will pass this information onto their suppliers once we have provided it to them. The tour operator or other principalÃ¢â‚¬â„¢s use of your information is subject to their policy, both in respect of your booking and any future marketing, and is their responsibility. Please ask either us or them for a copy of this if you would like to see it.
You are entitled to a copy of your information held by us. If you would like to see this please contact us. [We may make a small charge for providing this to you].
All agreements between the traveller and us shall be governed by English Law and within the exclusive jurisdiction of English Courts.
TRAVEL TICKETS & DOCUMENTATION
Our responsibility is to provide tickets for collection at our office. Tickets posted to clients are done so at the client’s risk. Any costs arising from non-delivery will be borne by the client. For late bookings collection of tickets at the airport will be arranged charges will apply.
For advice on traveling abroad, go to the Foreign and Commonwealth Office website,
For information on health requirements, go to the Department of Health website.
ADMINISTRATION FEES – APPLICABLE TO WORLDCHOICE TV BOOKINGS
All Worldchoice TV bookings are subject to a £50 booking fee. The fee will be displayed on your Worldchoice TV invoice.
Please note that any amendments to the booking after confirmation has been issued will be subject to an administration fee of £25.00pp plus any additional charges from the tour operator.
All charges for any changes made to the booking will be passed onto the client and will be full liability of the customer.
IF YOU CANCEL YOUR BOOKING – APPLICABLE TO WORLDCHOICE TV BOOKINGS
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be received at our offices.
Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below:
Period before departure within which written cancellation is received by Worldchoice TV
Amount of cancellation charges shown as a percentage of the booking price.*
More than 98 days – Deposit
57-98 days – 30% or deposit if greater
29-56 days – 50%
22-28 days – 75%
8-21 days of departure 90%
7 Days or less 100%
Note: if the reason for cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. The full insurance premium may be retained in the event of cancellation.
* Bookings that include Budget/Low Cost or Schedule Flights and/or cruise may incur different cancellation charges. Please enquire at the time of booking or ahead of making the decision to cancel.