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Terms & Conditions

TERMS & CONDITIONS

Booking terms and conditions

These Terms and Conditions, together with our Privacy Policy and where your holiday is booked, our Website Terms of Use, together with any other written information we brought to your attention before we confirmed your  booking, will govern bookings made with Frontiers International Limited whose registered office is at Frontiers International Ltd,Sanders Gate, Churchfields, Stonesfield, Oxfordshire OX29 8PP(“the Company”). Please read them carefully as they set out our respective rights and obligations. In these Terms and Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.  Please note: We act in the following capacities, as a Package Organiser in the sale of a Package Holiday (please see clause 22 for further details) and as Agent in respect of bookings we take and/or make on your behalf. You will be advised of the capacity in which we are acting at the time of booking and this will be made clear on your confirmation invoice. Our obligations to you will vary depending on whether we’re acting as an agent or organiser of a package holiday. We have tried to set them out below as clearly as possible. These booking conditions consist of:

  1. Section A which contains the conditions which will apply to all bookings;
  2. Section B which contains conditions which apply to agency bookings; and
  3. Section C containing the conditions which apply when you make a Package booking with us, where we are the Package Organiser.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-

  1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
  2. He/she consents to our use of personal data in accordance with our privacy policy and is authorised on behalf of all persons names on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);;
  3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
  4. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

SECTION A: ALL BOOKINGS

  1. Making a booking

To request a booking, the customer should contact Frontiers International Ltd at Martin Cottage, Eastleach, Gloucestershire, GL7 3NW or at info@frontierstrvl.co.uk. A booking is made with us when you pay us a deposit (or full payment by the balance due date notified to you or if you are otherwise booking within 60 days of departure) and we issue you with a booking confirmation either directly from ourselves or on behalf of the Supplier/Principal, where we are acting in an agent capacity (please see section B for further details). All payments will be made into the merchant account of our associated US Company Fish & Game Frontiers Inc., details of which can be found on your payment options form. This does not affect your booking with us in any way or the application of any of these terms and conditions.

A binding contract between you and the Supplier/Principal (where we are acting as agent, please see clause 16 for further details) or between you and us (where we are the Package Organiser in the sale of a Package, see clause 22) comes into existence when we dispatch the booking confirmation to the first named person on the booking.

If your confirmed arrangements include a flight we (or the Supplier/Principal, where we are acting as an agent) will also issue you with an ATOL Certificate. Upon receipt, if you believe that any details on the ATOL Certificate, booking confirmation or any other document are wrong you must advise us immediately as changes cannot be made later it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).

  1. Prices

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen travel arrangements at the time of booking.Where you have booked a Package, additional terms and conditions apply, please see clause 23 for further information.

  1. Insurance

Due to the special nature of the holidays bookable through the company, it is essential and a requirement for travel with the company you take out holiday insurance. In particular, the insurance should cover cancellation by you, assistance in the event of accident or illness and, if relevant, the sporting use of firearms and other weaponry or other equipment involved in the given activity (please note that shotguns must be insured by the customer for use internationally.) Our trips take you to remote parts of the world and it’s vital that your insurance policy includes medical cover to evacuate you to the nearest major hospital and medical repatriation to transport you back to your home country. Should your insurance policy not cover this, we reserve the right to inform the Supplier/Principal (who may cancel your booking in accordance with clause 8, where we have acted as an agent) or cancel your holiday and apply the cancellation charges set out in clause 25, where we have sold you a Package. 

It is your responsibility to have adequate travel insurance. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

  1. Disabilities and medical problems

If you or any member of your party has any medical problem or disability which may affect your trip, these should be detailed in the disability and medical questionnaire in the customer’s online portfolio account which you can access by logging in. The company will try to advise you as to the suitability of your chosen travel arrangements. Acting reasonably, if we or the Supplier/Principal are unable to properly accommodate the needs of the person(s) concerned, neither we nor the Supplier/Principal will confirm your booking if you did not provide details in the disability and medical questionnaire at the time of booking, we or the Supplier/Principal will cancel and impose applicable cancellation charges when we become aware of these details.

Due to the special nature of some of the holidays bookable through the company, the company reserves the right, in its sole and absolute discretion, to require the customer at his/her own expense to provide the company with a medical certificate or other documentation obtained from a medical practitioner confirming that, in the medical practitioner’s belief, the customer is sufficiently fit and healthy to undertake the holiday booked. It is, though, the customer’s responsibility to take all appropriate medical advice prior to departure as to whether or not he/she is fit enough to undertake the holiday booked.

  1. Special requests

Any special requests must be advised to us at the time of time of booking e.g. particular dietary requirements, room location, particular facility at a hotel etc. You should then confirm your requests in writing. We endeavour to arrange for such special requests to be met, but cannot guarantee that they will be. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met. We do not accept bookings that are conditional upon any special request being met.

  1. Brochure accuracy

All efforts are taken to ensure that the details and prices set out in brochures and literature are correct at the time of going to press. However, changes and errors can occur and the company reserves the right to make such changes, in which case the company will notify intending customers before confirming their booking.

  1. Events Beyond Our Control

Except where otherwise expressly stated in these Terms and Conditions we (or the Supplier/Principal, where we acting as an agent) will not be liable or pay you compensation if our contractual obligations to you are affected by Events Beyond Our Control. For the purpose of these Terms and Conditions, this means any even beyond our, the Supplier/Principal or our/their supplier’s control, the consequences of which could not have been avoided even if all reasonable measures has been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.

Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports, etc. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside ours our the Supplier/Principals control, we and the Supplier/Principal would treat any such changes as Events Beyond Our Control, and whilst we or the Supplier/Principal will endeavour to provide suitable alternative arrangements or refunds where possible, neither we nor the Supplier/Principal will be liable to pay you any compensation.

  1. Passports and visas requirements and health requirements

The company shall make every effort to inform the customer of visa requirements but the customer should note that such requirements are subject to change and should check current requirements before departure at http://www.uk.cibt.com/frontiers.

It is your responsibility to ensure that you comply with all relevant requirements and take with you all documents likely to be required during your holiday. The company will not be liable if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities, you agree to reimburse the company for any expense it incurs as a result of your failure to comply.

Your attention is drawn to the fact that the special nature of some of the holidays bookable through the company is such that you may encounter hazards and dangers which might not occur during more usual holiday arrangements. This is due to the particular nature of some of the holidays, for example the proximity of wild animals and the remoteness of certain areas. You acknowledge this fact and confirms that you have voluntarily chosen to make a booking and proceed with it notwithstanding those hazards and dangers.

  1. Your behaviour

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion, the opinion of the Supplier/Principal (where we are acting as an agent) or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we / the Supplier/Principal reserve the right to terminate your booking immediately.

In the event of such termination our liability (or the Supplier/Principal’s where we act as agent) to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. Neither we nor the Supplier/Principal will have any further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. Neither we nor the Supplier/Principal can be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

  1. Variation of the booking conditions

These terms and conditions may not be altered by any employee, representative or agent of the company unless authorised in writing by a director of the company.

  1. Law and jurisdiction

These Terms and Conditions and any agreement to which they apply will be governed in all respects by English Law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your booking will be dealt with by the Courts of England and Wales.

  1. Conditions of suppliers

Many of the services which make up your holiday are provided by independent suppliers.  Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us.  Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

  1. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with 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.

  1. Accommodation ratings and standards

All ratings are as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.

  1. Documentation & information

All descriptions and content on our website or otherwise issued by us is done so on behalf of the supplier(s) in question are intended to present a general idea of the services provided by the supplier(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.

SECTION B: AGENCY BOOKINGS

This section applies to bookings we make for you when acting as agent. Please read this section in conjunction with Section A of these Terms and Conditions.

  1. Your contract with the Supplier/Principal

Where your confirmation invoice states that we’re acting as an agent, we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. tour operator/airline/cruise company/accommodation provider) of your chosen travel arrangements, as specified in your confirmation invoice.  As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the Supplier/Principal. The Supplier/Principal’s Terms and Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking.

  1. Booking & payment

In order to confirm your chosen arrangements, you must pay a deposit as required by the supplier of the arrangements in question (or full payment if requested at the time of booking). Your booking is confirmed and a contract between you and the supplier will exist when we send you a confirmation invoice on their behalf.

Please check your confirmation invoice carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.

Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned in accordance with our agreement with them.

  1. Changes and cancellations by you

Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt, therefore you are advised to also confirm all changes with us by telephone. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal can meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure). In addition we reserve the right to charge you an administration fee of £250. Per person being a genuine reflection of the cost to Frontiers of your cancelling your booking. You will be notified of the exact charges at the time of amendment or cancellation.

  1. Changes and cancellations by the supplier

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed arrangements or to cancel them. If the Supplier/Principal offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so they are entitled to assume you wish to receive a full refund. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.

  1. Our responsibility for your booking

Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

  1. Complaints

If you have a problem whilst on holiday, this must be reported to the Supplier/Principal immediately to enable them to deal with your complaint at the time. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

If you wish to complain about your holiday when you return home, write to Frontiers. Because the contract for your arrangements is between you and the Supplier/Principal, we can’t accept any liability for any complaints you might have, however we are prepared to liaise between you and the Supplier/Principal in order to try and resolve your complaint. We will not however be able to make any refunds or compensations without the supplier’s authorisation and we shall act only as an intermediary.

If you have any complaints which relates directly to our conduct, including relating to your booking or our customer service, please contact us directly for assistance.

 

SECTION C: PACKAGE HOLIDAY BOOKINGS

This section only applies to Packages booked with us, where we are acting as the Package Organiser (please see clause 22 for further details of when this will be the case). Please read this section in conjunction with Section A of these Terms and Conditions.

  1. Definition of a Package

Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of our Booking Terms and Conditions.

 

A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or holiday:

 

 

provided thatthose travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

 

IMPORTANT NOTE: where you have made a booking which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one or more tourist services as listed at (d) above, this will not create a Package where the tourist services:

 

 

Please Note: We occasionally sell Packages that are not organised by ourselves but by a third party Supplier/Principal, which we sell as an agent on the Supplier/Principal’s behalf. We will advise you where this is the case prior to you placing your booking. For such sales, this Section C will not apply, please refer to Section B instead.

 

  1. Prices of Packages

The price of your travel arrangements has been calculated by the suppliers providing the travel arrangements and in accordance with the currency of the country in which your arrangements are being provided. You will however be given the option to pay for your arrangements in your local currency if you wish.

We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:

(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; or

(ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, such as landing taxes or embarkation or disembarkation fees at ports and airports, or tourist taxes; or

(iii) the exchange rates relevant to the Package.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.

You will be charged for the amount of any increase in accordance with this clause 23. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed travel arrangements (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice.

Should the price of your holiday go down due to the changes mentioned above then any refund due will be paid to you less an administrative fee of £100. 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.

There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.

  1. Cutting your Package holiday short

If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

  1. Changes by you and transfers of bookings

If you wish to make changes to your booking, the company must be notified by post/courier by the first named person on the booking at Frontiers International Ltd, Martin Cottage, Eastleach, Gloucestershire, GL7 3NWor by email to info@frontierstrvl.co.uk. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet your request, all changes will be subject to an administration fee of £250 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change.You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 26.

Transfer of booking

If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

  1. that person is introduced by you and satisfies all the conditions applicable to the holiday;
  2. we are notified not less than 7 days before departure;
  3. you pay any outstanding balance payment, an amendment fee of £250 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
  4. the transferee agrees to these booking conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 26 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

  1. Cancellation by you before departure

Any cancellation by you or any member of your party must be notified in writing to the company by post/courier at Frontiers International Ltd, Martin Cottage, Eastleach, Gloucestershire, GL7 3NW or by email to info@frontierstrvl.co.uk. It will become effective when received by the company. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.

Since we incur costs in cancelling your arrangements, all payments you make to us are non-refundable in the event you cancel your booking.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

If the customer fails to present him/herself at the place of departure at the appointed time the company shall be entitled to treat his/her reservation as cancelled without having given the company any notice and the cancellation charges set out above will apply.

If a customer reinstates a cancelled booking, this will generally be treated as a new booking and shall at all times be subject to availability.

Cancellation by you due to unavoidable and extraordinary circumstances

You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.  Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

This clause 26 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

  1. If the company changes or cancels your Package holiday

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so. The company will try to avoid having to change your booking after it has been accepted but, because changes are sometimes necessary, reserves the right to make changes. If there is a change, the company’s obligations and the customer’s rights will depend upon whether the change is “significant” or “minor”.

If there is a minor change to your holiday, the company will try to notify you or your travel agent as soon as practicable if there is time before your departure, although we will not be obliged to so, nor will it be obliged to pay the customer any compensation. 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 or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change.

If there is a significant change to your holiday after a booking has been accepted but before departure, the company will notify the customer or his/her travel agent as soon as practicable. Examples of “significant changes” include the following, when made before departure:

  1. a change of accommodation area for the whole or a significant part of your time away.
  2. a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  3. a change of outward departure time or overall length of your arrangements by more than 12 hours.
  4. a significant change to your itinerary, missing out one or more destination entirely.
  5. a change of UK departure airport except between:
  6. The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
  7. The South Coast airports: Southampton, Bournemouth and Exeter
  1. The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
  2. The Northern airports: Newcastle and Teesside
  3. The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen

 

Cancellation: We will not cancel your Package holiday less than [60] days before your departure date, except for reasons of Events Beyond Our Controlor failure by you to pay the final balance. In the unlikely event that the company has to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of accepting alternative available arrangements (for significant changes), receiving a full refund, or if available and where we offer one, accepting an offer of an alternative holiday.  If you accept an alternative holiday which is of a lower value, we will refund the difference in price.

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the alternative booking arrangements.

  1. Ourresponsibilities to you in respect of Package holidays

(1) Where you purchase a package from us we will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange the services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your holiday, you may be entitled to an appropriate price reduction and/or reasonable compensation. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: -                    

  1. the act(s) and/or omission(s) of the person(s) affected;
  2. The act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or
  3. Events Beyond Our Control (as defined in clause 7).

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

  1. loss of and/or damage to any luggage or personal possessions and money:the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.

 

  1. claims not falling under (a) above and which don’t involve injury, illness or death:the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

 

  1. claims in respect of international travel by air, sea and rail, or any stay in a hotel:

 

(i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.

(ii) In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 (denied boarding and flight disruption) , any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the regulation as if (for this purpose only) we were a carrier.

(iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) 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 (b) relate to any business; or (c) is an indirect or consequential loss of any kind.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

(8) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. The three night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, not the persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

  1. Complaints about your Package holiday

We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. Your hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact our 24-hour emergency number: 00 1 724 935 1577 24 hours or if calling during UK office hours: 01285 700 940 office hours. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us within, ideally 28 days of the end of your stay, giving your booking reference and all other 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. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

You can access the European Commission Online Dispute (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. Please Note: the ODR platform is unlikely to be available for use by UK consumers at such a point that the UK ceases to be a member of the European Union.

  1. Delays, missed transport arrangements and other travel information

The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. Timings, for example flight times, are given by the relevant operator or supplier and are subject to such matters as weather conditions, technical considerations, air traffic control restrictions, the ability of passengers to arrive on time and governmental action. There is no guarantee that transportation will depart at the times given or even at the times printed on the tickets. The company will not be liable to the customer if a delay occurs and, because the company does not itself operate any flights or other transportation, cannot make specific arrangements for customers in the event of a delay. However, it is normal for most transportation operators to provide appropriate meals etc. If there is a delay.

If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.

Under EU law, you have rights in some circumstances to refunds and/or compensation from the 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. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.

We cannot accept liability for any delay which is due to any of the reasons set out in clause 7 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check-in or board on time).

Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.

Our brochure and our website is our responsibility, as your tour operator. It is not issued on behalf of and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

  1. Prompt assistance for Packages

If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of you party, or otherwise through your or your party’s negligence.

  1. Advanced passenger information

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy.

  1. ABTOT

We are a member of ABTOT, membership number 5309. If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration service. An independent arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.

Details of this scheme are available from the Travel Industry Arbitration Service, administered by Dispute Settlement Services Ltd, 9 Savill Road, Lindfield, Haywards Heath, West Sussex, RH16 2NY.Alternatively, you can contact ABTOT, 117 Houndsditch, London, EC3A 7BT.

This scheme cannot, however, decide in cases where the sums claimed exceed £1,500 per person or £7,500 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.

  1. Financial security for Packages

We provide financial security for flight-inclusive package holidays and ATOL protected flights  by way of our Air Travel Organiser’s License number 3315, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, telephone: 0333 103 6350, email: claims@caa.co.uk.

When you buy an ATOL protected product from us you will receive an ATOL certificate from us. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk.  The price of our flight-inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA).

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 (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.

We provide full financial protection for our package holidays which don’t include flights, by way of a bond held by The Association of Bonded Travel Organisers Trust Limited (ABTOT), 117 Houndsditch, London, EC3A 7BT, through their ATOL franchise (ABTOT number 5309). Protection under this franchise also includes flight-inclusive packages that commence outside of the EEA, which are sold to customers outside of the EEA.

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad.  Please note that bookings made outside the EEA are only protected by ABTOT when purchased directly with Frontiers International.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

You can access the package travel and linked travel arrangements regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

For further information visit the ATOL website at www.atol.org.ukor the ABTOT website at www.abtot.com.