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Al-Hidaayah Travel Ltd

Terms & Conditions

Al-Hidaayah Travel Ltd

Booking Terms and Conditions

These Booking Conditions, together with our privacy policy and any other written

information we brought to your attention before we confirmed your booking,

form the basis of your contract with Al-Hidaayah Travel Ltd of 436 Coventry

Road, Small Heath, Birmingham, West Midlands, B10 0UG, United Kingdom

(“we” or “us”). Please read them carefully as they set out our respective rights

and obligations. In these Booking Conditions references to “you” and “your” include

the lead passenger 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.

By making a booking, the lead passenger on the booking agrees on behalf of all

persons detailed on the booking that:

a) He/she has read these terms and conditions and has the authority to

and does agree to be bound by them;

b) He/she consents to our use of information in accordance with our

Privacy Policy;

c) 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;

d) He/she accepts financial responsibility for payment of the booking

on behalf of all persons detailed on the booking.

1 Booking and Paying For Your Arrangements

A booking is made with us when a) you tell us that you would like to accept our

written or verbal quotation; and b) you pay us a deposit as stipulated on your

booking form, (if you are booking within 30 days of departure, full payment is

due at the time of booking); and c) we issue you with a confirmation invoice.

We reserve the right to return your payment and decline to issue a confirmation

letter at our absolute discretion. A binding contract will come into existence between

you and us as soon as we have issued you with a booking confirmation

that will confirm the details of your booking and will be sent to you.

If your confirmed arrangements include a flight, we (or if you booked via an authorised

agent of ours, that agent) will issue you with an ATOL Certificate and a

booking confirmation. 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 can not be made later and 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).

The balance of the cost of your arrangements (including any applicable surcharge)

is due not less than 30 days prior to scheduled departure, however, if

you have purchased an Umrah package with us, full payment must be made

before we are able to process the visa application on your behalf. If we do not

receive this balance in full and on time, we reserve the right to treat your booking

as cancelled by you in which case the cancellation charges set out in clause

8 below will become payable.

Any money paid to an authorised agent of ours in respect of a booking covered

by our ATOL is held by that agent on behalf of and for the benefit of the Trustees

of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it

to us for so long as we do not fail financially. If we do fail financially, any money

held at that time by the agent or subsequently accepted from the consumer

by the agent, is and continues to be held by that agent on behalf of and for the

benefit of the Trustees of the Air Travel Trust without any obligation to pay that

money to us.

2 Accuracy

We endeavour to ensure that all the information and prices both on our website

and in our brochures are accurate; however occasionally changes and errors

occur and we reserve the right to correct prices and other details in such circumstances.

You must check the current price and all other details relating to

the arrangements that you wish to book before your booking is confirmed.

3 Insurance

Adequate travel insurance is a condition of your contract with us. You must

be satisfied that your insurance fully covers all your personal requirements including

cancellation charges, medical expenses and repatriation in the event of

accident or illness. 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.

4 Umrah Packages – Maximum period of stay

Please Note: When you purchase an Umrah Package with us, the maximum

period of stay permitted by the Saudi authorities for Umrah pilgrims is fifteen

days. You therefore must ensure that you do not remain in Saudi Arabia for any

period greater than 15 days.

Should you fail to follow this requirement and stay in Saudi Arabia beyond

the 15 day limit you will be solely responsible for (and agree to indemnify us

against) any penalties, costs, charges or fines that we may incur as a result.

5 Pricing

The price of your travel arrangements has been calculated using exchange

rates quoted in on an ongoing basis in relation to the Saudi Arabian


We reserve the right to amend the price of unsold arrangements at any time

and correct errors in the prices of confirmed arrangements.

The price of your confirmed package is subject at all times to variations in:

(i) transportation costs, including the cost of fuel; or

(ii) dues, taxes or fees chargeable for services such as landing taxes

or embarkation or disembarkation fees at ports and airports,

any visas that are included as part of your booked arrangements

or any additional charges imposed upon us by the Saudi

Authorities; or

(iii) the exchange rates used to calculate your arrangements;

We will absorb and you will not be charged for any increase equivalent to 2% of

the price of your travel arrangements, which excludes insurance premiums and

any amendment charges and/or additional services or travel arrangements.

You will be charged for the amount over and above that, plus an administration

charge of £1.00 per person together with an amount to cover agents’ commission.

If this means that you have to pay an increase of more than 10% 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 package if we are

able to offer one (if this is of equivalent or higher quality you will not have to

pay more but if it 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 14 days from the issue date printed on your

final invoice.

Should the price of your holiday go down due to the changes mentioned above,

by more than 2% of your confirmed package 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 protections in place.

There will be no change made to the price of your confirmed holiday within 30

days of your departure nor will refunds be paid during this period.

6 Jurisdiction and Applicable law

These Booking Conditions and any agreement to which they apply are 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 contract or

booking will be dealt with by the Courts of England and Wales only.

7 Changes by You

If you wish to change any part of your booking arrangements after our booking

confirmation has been issued, you must inform us in writing as soon as possible.

This should be done by the lead passenger on the booking. 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 a request, all changes will be subject to

payment of an administration fee of £40 per person per change as well as any

applicable rate changes or extra costs incurred as well as any costs incurred by

ourselves and any costs or charges incurred or imposed by any of our suppliers.

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. If you are prevented from travelling it may be possible to transfer

your booking to another suitable person provided that written notice is given. An

administration fee will be charged, details available upon request.

Note: Certain arrangements may not be amended after they have been confirmed

and any alteration could incur a cancellation charge of up to 100% of

that part of the arrangements.

8 If you Cancel

If you or any other member of your party decides to cancel your confirmed

booking you must notify us in writing. Your notice of cancellation will only take

effect when it is received in writing by us at our offices and will be effective

from the date on which we receive it. We recommend that you use recorded

delivery. Since we incur costs in cancelling your arrangements, you will have to

pay the applicable cancellation charges up to the maximum shown below (the

cancellation charge detailed is calculated on the basis of the total cost payable

by the person(s) cancelling excluding insurance premiums and amendment

charges which are not refundable in the event of the person(s) to whom they

apply cancelling):



Period before departure within which

notice of cancellation is receive by us

in writing

% of total booking price*

More than 60 days Loss of Deposit

37-59 days 50%

22-36 days 70%

Less than 22 days 100%

Please Note: any service charges paid to us as part of your visa application

process are non-refundable in the event of your cancellation.

*In some cases the deposit may be a higher amount to secure your arrangements,

this will be non-refundable and the charges will be added to the cancellation

charges above. Please note that these charges only apply before a visa

has been issued for you. Once a visa has been issued, no refunds will be payable

in any circumstances.

Note: Certain arrangements may not be amended after they have been confirmed

and any alteration or cancellation could incur a cancellation charge of

up to 100% of that part of the arrangements in addition to the charge above.

We will deduct the cancellation charge(s) from any monies you have already

paid to us.

If the reason for your cancellation is covered under the terms of your insurance

policy, you may be able to reclaim these charges.

If, before a visa has been issued, any member of your party is prevented from

travelling, that person(s) may transfer their place to someone else (introduced

by you and satisfying all the conditions applicable to the arrangements) providing

we are notified not less than 28 days before departure and you pay an

amendment fee of £50 per person transferring, meet all costs and charges incurred

by us and/or incurred or imposed by any of our suppliers and the transferee

agrees to these booking conditions and all other terms of the contract

between us. If you are unable to find a replacement, cancellation charges as set

out will apply in order to cover our estimated costs. Otherwise, no refunds will

be given for passengers not travelling or for unused services.


Please note that once visas have been issued, no refunds can be issued in any

circumstances in the event you cancel your arrangements.

9 If We Change or Cancel

It is unlikely that we will have to make any changes to your travel arrangements,

but we do plan the arrangements many months in advance. Occasionally, we

may have to make changes 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 arrangement is not reached, we may have to cancel it. However,

we will not cancel your travel arrangements less than 60 days before your

departure date, except for reasons of force majeure or failure by you to pay the

final balance.

Most alterations will be minor and while we will do our best to notify you of any

changes as soon as reasonably possible if there is time before your departure,

we will have no other liability to you. Examples of “minor changes” include the

following when made before departure:

- Any change in the advertised identity of the carrier(s), flight timings,

and/or aircraft type.

- A change of outward departure time or overall length of your package

of twenty four hours or less.

- A change of accommodation to another of the same standard or


Occasionally we may have to make a major change to your confirmed arrangements.

”Examples of “major changes” include the following, when made before


- A change of accommodation area for the whole or a significant part

of your time away.

- A change of accommodation to that of a lower standard or classification

for the whole or a significant part of your time away.

- A change of outward departure time or overall length of your arrangements

of twenty four or more hours.

- A change of UK departure airport, as long as that change is not from

one London airport to another London airport. London airports are

Heathrow, Gatwick, Stansted, Luton and London City.

- A significant change to your itinerary, missing out one or more destination


If we have to make a major 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:

i (for major changes) accepting the changed arrangements,

ii having a refund of all monies paid; or

iii 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).

You must notify us of your choice within 7 days of our offer. If you fail to do

so we will assume that you have chosen to accept the change or alternative

booking arrangements.

If we make a major change or cancel, less than 60 days before departure, we

will also pay compensation as detailed below:

Period before departure when a major

change/cancellation is notified Compensation payable

60 days or more £0.00

29-59 days £25.00

15-28 days £35.00

7-14 days £40.00

Less than 7 days £50.00

The compensation that we offer does not exclude you from claiming more if

you are entitled to do so. We will not pay you compensation where we make

a major change or cancel more than 60 days before departure or in the event

that 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 or if we cancel your arrangements

because the minimum number of participants to run the arrangements has not

been reached. (We will tell you if we have to cancel for this reason not less than

45 days before departure).

The above sets out the maximum extent of our liability for changes and cancellations

and we regret we cannot meet any expenses or losses you may incur

as a result of change or cancellation. Please note: where accommodation with

a higher price than the original accommodation is offered by us and accepted

by you, the difference in price will be deducted from any compensation payable.

In no case will we pay compensation if accommodation is offered by us and

accepted by you with a higher price than that originally booked in the same

location where no additional payment is made by you.

We will not pay you compensation and the above options will not be available

if we make a minor change or cancel as a result of your failure to make full

payment on time or where the change(s) or cancellation by us arises out of

alterations to the confirmed booking requested by you.

Very rarely, we may be forced by “force majeure” (see clause 10) to change or

terminate your arrangements after departure. If this situation does occur, we

regret we will be unable to make any refunds (unless we obtain any from our

suppliers), pay you compensation or meet any costs or expenses you incur as

a result.

If we become unable to provide a significant proportion of the services that you

have booked with us after you have departed, we will make alternative arrangements

for you at no extra charge and, if appropriate in all the circumstances, will

pay you reasonable compensation.

10 Force Majeure

Except where otherwise expressly stated in these booking conditions we will

not be liable or pay you compensation if our contractual obligations to you are

affected by any event which we or the supplier(s) of the service(s) in question

could not, even with all due care, foresee or avoid. These events can include, but

are not limited to war, threat of war, civil strife terrorist activity and its consequences

or the threat of such activity, riot, the act of any government or other

national or local authority including port or river authorities, industrial dispute,

lock closure, natural or nuclear disaster, fire, chemical or biological disaster and

adverse weather, sea, ice and river conditions and all similar events outside our

or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid

or leave a particular country may constitute Force Majeure.

11 Special Requests

Any special requests must be advised to us at the time of booking e.g. diet,

room location, a particular facility at a hotel etc. You should then confirm your

requests in writing. Whilst every effort will be made by us to try and arrange

your reasonable special requests, we cannot guarantee that they will be fulfilled.

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

is not confirmation that the request will be met. Failure to meet any special

request will not be a breach of contract on our part unless the request has been

specifically confirmed. We do not accept bookings that are conditional upon

any special request being met.

12 Disabilities and Medical Problems

We are not a specialist disabled holiday company, but we will do our utmost to

cater for any special requirements you may have. If you or any member of your

party has any medical problem or disability which may affect your stay, please

provide us with full details before we confirm your booking so that we can try to

advise you as to the suitability of your chosen arrangements. We may require

you to produce a doctor’s certificate certifying that you are fit to participate in

the arrangements. Acting reasonably, if we are unable to properly accommodate

the needs of the person(s) concerned, we will not confirm your booking or

if you did not give us full details at the time of booking, we will cancel it and impose

applicable cancellation charges when we become aware of these details.

13 Complaints

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 your group leader or

ourselves on the number displayed on our website or the emergency contact

telephone number provided to you with your travel documents. If the problem

cannot be resolved and you wish to complain further, you must send formal

written notice of your complaint to us at our office within 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.

Please note that we do not offer an Alternative Dispute Resolution service.

14 Your Behaviour

All guests staying with us are expected to conduct themselves in an orderly and

acceptable manner and not to disrupt the enjoyment of other guests. If in our

opinion 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 of our other guests or any third party

or damage to property, or to cause a delay or diversion to transportation, we

reserve the right to terminate your booking arrangements with us immediately.

In the event of such termination our liability to you and/or your party will cease

and you and/or your party will be required to leave your accommodation or other

service immediately. We will have no further obligations to you and/or your

party. No refunds for lost accommodation or any other service 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 from the hotel. 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. We cannot be held

responsible for the actions or behaviour of other guests or individuals who have

no connection with your booking arrangements or with us.

15 Our Responsibilities

(1) We will accept responsibility for the arrangements we agree to provide

or arrange for you as an “organiser” under the Package Travel,

Package Holidays and Package Tours Regulations 1992 as set out

below. Subject to these booking conditions, if we or our suppliers

negligently perform or arrange the services which we are obliged to

provide for you under our contract with you, as set out on your confirmation

invoice, we will pay you reasonable compensation. The level

of such compensation will be calculated taking into consideration all

relevant factors such as but not limited to: following the complaints

procedure as described in these conditions and the extent to which

ours or our employees’ or suppliers’ negligence affected the overall

enjoyment of your arrangements. 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:

a) the act(s) and/or omission(s) of the person(s) affected;

b) the act(s) and/or omission(s) of a third party unconnected with

the provision of the services contracted for and which were unforeseeable

or unavoidable; or

c) unusual or unforeseeable circumstances beyond ours or our

supplier(s) control, the consequences of which could not have

been avoided even if all due care had been exercised; or

d) an event which either ourselves or suppliers could not, even

with all due care, have foreseen or forestalled.

(3) We limit the amount of compensation we may have to pay you if we

are found liable under this clause:

(a) 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 assumed to have adequate insurance in place to cover any losses

of this kind.

(b) 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 twice 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.

(c) 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 the Denied Boarding Regulation 2004, 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


(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.

(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.

16 Financial security

We provide financial security for flight inclusive Packages, Flight Plus bookings

and ATOL protected flights. We do this by way of a bond held in favour of the

Civil Aviation Authority under ATOL number 10509. When you buy an ATOL protected

flight or flight inclusive holiday from us you will receive an ATOL Certificate.

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 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.

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 (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.

If you book arrangements other than an ATOL protected flight or package from

us, your monies will not be financially protected. Please ask us for further details.

17 Passport, Visa and Immigration Requirements and Health Formalities

Where you have booked an Umrah package with us, as part of our service to you

we will apply to the Saudi Arabian Embassy on your behalf for the visa required

to enter Saudi Arabia. Once issued, the visa cannot be re-issued in the event of

loss or damage and it cannot be transferred to another person in any circumstances.

For all other packages, you will be solely responsible for complying

with all visa requirements.

It is your responsibility to check and fulfill the passport, visa, health and immigration

requirements applicable to the package you have booked and required

for the issuance of the visa and you will offer us all assistance that we require

in obtaining the visa in good time for the date of departure. We accept no responsibility

or liability for any visa application delay or rejection of a visa by

the Saudi Arabian Embassy or Saudi Arabian Ministry of Foreign Affairs. You

must check requirements for your own specific circumstances as applicable.

Requirements do change and you must check the up to date position in good

time before departure.

Most countries now require passports to be valid for at least 6 months after

your return date. If your passport is in its final year, you should check with the

Embassy of the country you are visiting. For further information contact the

Passport Office on 0870 5210410 or visit

Up to date travel advice can be obtained from the Foreign and Commonwealth

Office, visit

Non British passport holders, including other EU nationals, should obtain up to

date advice on passport and visa requirements from the Embassy, High Commission

or Consulate of your destination or country(ies) through which you are


We do not accept any responsibility 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 us in relation to any fines

or other losses which we incur as a result of your failure to comply with any

passport, visa, immigration requirements or health formalities.

18 Visas for Umrah Packages

Please Note: where we apply for a visa on your behalf, as part of an Umrah package,

our sole responsibility will be to submit your application, on your behalf.

We have no control over the Saudi Embassy or any other authorities that are

responsible for granting the applicable visa nor do we have any control over the

visa application process and so we accept no responsibility for any failure or delay

in any such visa being granted. Passports can be rejected by the Saudi Embassy,

misplaced or lost and incorrect visas can be issued but we can accept

no responsibility for this or any consequences that you may suffer as a result.

Saudi Umrah visa charges can fluctuate and any increase in visa charges or

associated fees in obtaining electronic visa authorisation (MOFA) will be applicable,

and payable by you, at the date of visa submission to the Embassy; in

accordance with clause 5 of our Booking Terms and Conditions.

You must provide us with your passport no later than 14 days prior to your

departure date, in order to allow sufficient time to complete the necessary procedures

involved in obtaining a visa.

19 Conditions of Suppliers.

Many of the services which make up your travel arrangements 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 ourselves or the supplier concerned.

20 Delays, Missed Transport Arrangements and other Travel Information

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


The Package Travel (etc.) Regulations 1992 provide that in the event that you

experience difficulty on the occurrence of circumstances described in clauses

15 (2) (a) (b) (c) or (d) of these booking conditions, we will provide you with

prompt assistance. Where you experience a delay which is not owing to any

failure by us, our employees or sub-contractors, this prompt assistance is likely

to extend to providing help in locating refreshments, accommodation and communications

but not paying for them. Any 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 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.

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

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 10 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


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. The latest flight timings

will be shown on your tickets which will be dispatched to you approximately

two weeks before departure. You should check your tickets very carefully immediately

on receipt to ensure you have the correct flight times. If flight times

change after tickets have been dispatched we will contact you as soon as we

can to let you know.

Please note the existence of a “Community list” (available for inspection at detailing air carriers that are

subject to an operating ban with the EU Community.

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.

21 Advance 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.

22 Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice and

State Department warnings in regard to the safety of the countries and areas

in which you will be travelling and to make your decisions accordingly. Advice

from the Foreign Office to avoid or leave a particular country may constitute

Force Majeure (see clause 10).