Your contract is with Good News Holidays Ltd (trading as GN Holidays & GN VOYAGES), ABTA number Y0291.
1. 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. If you had not seen these terms and conditions when you made your booking and you are not happy to proceed with the booking now that you have seen them please return all documentation to us, within 7 days of the date of original invoice. Your booking will be cancelled and your monies will be returned in full, provided you have not commenced your travel. This clause does not apply if your booking was made after the usual final balance due date – 8 weeks or more depending on the holiday booked.
2. YOUR FINANCIAL PROTECTION:
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked with us and for your repatriation in the event of our insolvency. We have a bond lodged with ABTA, which provides you with financial security for our coach, rail and self-drive holidays. When you buy an ATOL protected air holiday package from us you will receive a Confirmation Invoice confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 9362. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk. The price of our air holiday packages 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.
We are a Member of ABTA, membership number Y0291. 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. Further information on the Code and arbitration can be found on ABTA’s website www.abta.com. The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. The 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 £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
4. YOUR HOLIDAY PRICE:
(a) We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. (b) When you book you must pay the deposit amount stated in the brochure or as advised. The remainder/balance of the holiday cost must be paid at least 8 weeks before commencement of the holiday OR sooner for some cruise/premium holidays as stated in this brochure. (c) The price of your travel arrangements may include an element paid in Euros. Unless otherwise stated in the tour details, the rate of exchange applicable to the holiday(s) in this brochure was based on 1.1 Euro to 1GBP. (d) Changes in transportation costs, including the cost of fuel, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. 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. 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 sellers’ commission. If this means that you have to pay an increase of more than 10% of the price of your 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 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, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. 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 holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
5. 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 (amounts vary dependent upon at what stage the change is made and the type of holiday – ask for details), and any further cost we incur in making this alteration. 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. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
6. 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 at our offices by letter or e-mail. (telephone cancellations are not accepted) Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the total holiday price. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. A transfer of holiday arrangements to a later departure date, or to a holiday costing less will normally be treated as a cancellation and re-booking (see table below).
Period before departure within which cancellation letter is received Amount retained shown as % of holiday price Amount retained shown as % of day trip price
More than 56 days Deposit 100%
56 – 49 days 30% 100%
48 – 22 days 50% 100%
21 – 8 days 75% 100%
7 – 1 days 100% 100%
Departure day 100% 100%
Please note different cancellation charges to those shown above may apply to some cruise bookings – please refer to the Cruise Line’s own terms & conditions, when shown, for the scale of charges.
7. IF WE CHANGE OR CANCEL YOUR HOLIDAY:
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 travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks, or as stated in this brochure, before your departure date except for reasons of force majeure or 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 alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used in the brochure/ on the confirmation. Any changes to the actual airline after you have received your tickets 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 standard. 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, The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Force Majeure: We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
8. IF YOU HAVE A COMPLAINT:
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately. When your holiday is escorted you should also inform your Tour Manager/Coach Driver who will endeavour to put things right. In the event they are unable to resolve the matter you should contact our office on 01895 83 33 33 or on the out-of-hours emergency number which you will find on your itinerary. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at GN Holidays, 3 Station Approach, Higher Denham, Uxbridge, Middx, UB9 5EL 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. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative without delay and complete a report form whilst in resort. 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.
9. 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 the 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 two times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to: (a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and (b) 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. You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices GN Holidays, 3 Station Approach, Higher Denham, Uxbridge, Middx, UB9 5EL. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases 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. If your airline does not comply with these rules you should complain to the Air Transport Users’ Council on 020 7240 6061 www.auc.org.uk
10. PROMPT ASSISTANCE IN RESORT:
if the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to 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, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
11. PASSPORT, VISA AND IMMIGRATION REQUIREMENTS:
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.
12. HOLIDAYS BY COACH:
Coaches used are modern and comfortable, usually with WC. In the event of operational difficulties, on day tours and on short journeys we reserve the right to use coaches without this facility. All coach departure points are offered subject to a minimum of 8 passengers joining at each. However, we will do our utmost to meet all pick-up requests regardless of this minimum subject to operational constraints such as driver hours regulations. Your actual departure point and time will be confirmed with your travel documents. COACH SEAT NUMBERS will be printed on your travel documents please notify us of any special requests at the time of booking. Smoking and/or alcohol consumption are not permitted on the coaches. No-one will be allowed to board the coach if they are considered to be at our sole discretion unfit to travel through excessive alcohol consumption.
13. HOLIDAYS BY TRAIN:
Where possible we will reserve seats for your journeys, but we cannot always guarantee that seats will be together or in the direction of travel. Please be aware that trains in Europe are often double-deck, and, we have no control over which deck we are allocated. Where we travel by overnight sleeper train beds are upper and lower unless stated otherwise.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us.
15. FITNESS TO TRAVEL/ REFUSED TRAVEL:
At check-in we reserve the right to refuse travel to anyone who has failed to declare to us in advance any mobility limitations/ and or health issues, and who in our opinion, is not fit to travel because they are a danger to themselves or other travellers. In this instance no refund or compensation will be paid.
16. ACCOMMODATION ONLY:
Where accommodation only is provided, transportation to and from the accommodation is your sole responsibility.
Travel documents/ tickets with timings and final itineraries will normally be sent to you around 7 days before departure.
18. JOINING OUR HOLIDAYS:
Your arrangements with us begin and end at the point you join our holiday. We cannot accept any responsibility for travel arrangements you make to or from this point. (For those who need to make independent travel arrangements to get to a station/airport or who need to arrange an overnight hotel prior to/after a tour – we recommend you check with us, and wait until we are in a position to confirm exact timings before you book or make any reservations.)
19. TRAVEL INSURANCE:
It is a condition of booking that everyone travelling with us outside mainland UK has comprehensive insurance cover in line with ABTA’s recommendations (you can view these via our website). We will not issue travel documents unless we are satisfied this condition has been met. We do not sell travel insurance and we cannot offer direct help or advice or recommend insurers. It is your responsibility to check the suitability of your travel insurance, but at the very least we require full details, including the Insurers company name, Policy Number & 24hr Emergency contact number, for everyone in your party by no later than at the time of paying your balance. Click here to view ABTA’s insurance cover recommendations.
20. TRAVEL DELAYS:
Occasionally delays will occur. In the event we will work closely with all carriers to ensure the delay is as short as possible. We will try to make sure that arrangements are made for refreshments, when appropriate, but these arrangements will usually be the responsibility of the carrier. Any claim for delays should be directed to your travel insurer. In the unlikely event your flight is delayed more than 4 hours or cancelled, you should contact GN Holidays for guidance. It is your responsibility to obtain written confirmation of the delay/ cancellation from the airline/ rail operator before you leave the airport/ station – this will be required should it be necessary to claim on your travel insurance.
Porterage is not included unless indicated in the holiday description. Our Tour Managers are not able to offer any luggage assistance. When packing your luggage, please remember that it is you that will have to carry it.
22. BROCHURE INFORMATION & TIMINGS:
All information in our brochures is correct at the time of going to print. All timings given are approximate (often firm schedules are not available when a tour is first put on sale). Precise timings and a full itinerary will be sent to you with your travel documents. You are asked to remember that very occasionally resort or other facilities may be withdrawn for maintenance or other reasons beyond our control, such as the sudden onset of adverse weather conditions. In these unusual circumstances we shall bear no resulting liability. Any photographs/ illustrations shown in this brochure are representative of the type of holiday/ country/ area(s) visited and do not necessarily depict your exact accommodation/ destination unless stated.
23. ANTI-SOCIAL BEHAVIOUR:
Anti-social behaviour of any kind will not be tolerated on our holidays. We reserve the right to terminate your holiday at any time if in our opinion, or the opinion of any person in authority your behaviour causes offence, danger, damage or distress to other people. In this event our responsibility for your holiday will cease. You will be liable for any additional costs incurred and NO refund will be given for any part of the tour not undertaken. If your actions cause damage, or result in your transportation being delayed or diverted, you agree to fully indemnify us against any claim (including legal costs) made against us by, or on behalf of, the recipient/ owner.
24. DATA PROTECTION POLICY:
Please be assured we take every step to protect your personal information. Data is not used for any other purpose, or passed to any third party, other than in conjunction with travel arrangements booked or as required by law i.e to security services/immigration or when the the holiday was advertised as a ‘Reader Offer’ to the publisher of the offer. GN Holidays (or the publisher) may contact you from time to time by telephone, mail or e-mail with offers of goods and services. If you prefer us (or the publisher) not to contact you, for this purpose please write to us at GN Holidays, 3 Station Approach, Higher Denham, Uxbridge, Middx, UB9 5EL.
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