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. You will have the choice of 1) accepting the change of arrangements, 2) 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 3) cancelling your booked holiday and receiving a full refund of all monies paid. Except where the major change or cancellation arises due to reasons of force majeure (see clause 14), or from circumstances outside our control, we will also pay compensation. ii) “Other Travel Arrangements” -Where we only act as a booking agent, particularly in the case of air tickets, we may not be notified of major change before you travel. However, where we are notified, we will advise you or your travel agent as soon as is reasonably possible. If the changes are not acceptable to you, we will offer you an alternative if available, or a full refund, as per the “packages” section above. If your chosen alternative costs more, you must pay the difference. Please note that a change of airline carrier or UK departure between London airports is not considered a major change. Service providers generally reserve the right to cancel arrangement at any time. In the unlikely event that a booking has to be cancelled for any other reason than non-payment, then a full refund will be made of all monies paid, less any booking and amendment fees or insurance premiums.
11.MAINTENANCE Renovations and/or construction work may sometimes be taking place at your chosen hotel/resort during your stay, we have no control over these situations. When we have been advised of such cases and consider that it may affect the enjoyment of your holiday we will notify you as quickly as possible. However, while every effort will be made, it may not always be possible to advise you of emergency repairs to facilities, such as swimming pools, prior to your departure from the UK. 12. CANCELLATION BY YOU You may cancel your booked arrangements at any time. You must give us written notice signed by the person who made the original booking. (i) Packages Holidays:
a) Prior to final payment As making a booking incurs costs, you will forfeit all applicable deposits in case of your cancellation. b) After final payment A cancellation at this stage will be subject to cancellation fees, which can be as high as 100% of the full amount depending on the nature of the booking and the service provider involved. Please note that any booking fee and/or amendment charges are non refundable in the case of your cancellation. Number of days prior to departure date written advice of cancellation received: Loss of Total Holiday Cost % More than 57 days loss of deposit 56-35 days 34-21 days 20-8 days
Within 7 days
40% of total holiday cost 60% of total holiday cost 80% of total holiday cost 100% of total holiday cost
(ii) Other Travel arrangements
a) Flights - prior to final payment the deposit will be forfeited. Once final payment has been made charges can be as high as 100%. Please check the special conditions concerning your itinerary. b) For packages please see the above scale of cancellation charges, based upon the time before departure that we receive your written notice of cancellation. c) Other arrangements – We act as agent and the cancellation charges are applied by the principal. Cancellation conditions vary dramatically. Hotels generally attract the cost of the first night’s accommodation. Car hire cancellation charges can be up to 100% depending on when the cancellation was made. d) Insurance - if the insurance arranged by Emerald Global Ltd does not meet your needs, a refund will be allowed if the Certificate is returned within 14 days, as long as no claims have been made and the period of travel has not started. After this 14-day period, insurance premiums cannot be refunded. Please ensure you are certain of the fees applicable to your booking by asking your travel agent or us before proceeding to book your arrangements
13. CONDUCT We reserve the right to refuse to accept you as a customer or to continue dealing with you if your behaviour is disruptive or threatening to our staff or suppliers in the UK or abroad. Additionally, airline pilots have the right to refuse to allow you to board an aircraft and if this occurs or we consider your behaviour to be unacceptable, your booking will be cancelled with immediate effect and we shall have no further liability to you. If you are overseas, you will be responsible for your own return home and that of any of your party. If you or any person travelling with you causes damage or injury to any property or person or cause delay or diversion of any aircraft or other form of transport, you agree to compensate us or the supplier affected for any losses and expenses incurred, including legal expenses. 14. FORCE MAJEURE We regret we cannot pay any compensation in the event of a force majeure. Force majeure includes war, threat of war, riots, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions or other similar events beyond our control and that of our suppliers. 15. ROUTINGS AND TIMINGS Unless otherwise stated, the routing of your air ticket cannot be changed, once the balance has been paid. Please note that the timings of air, sea, road or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or passenger failure to check in on time. Flight timings are subject to change as a result of airline procedures and up to date times will appear on your final itinerary. We do not make any arrangements if there is a delay at the outbound or inbound point of departure. Most airlines however, do make provisions in such cases. 16. FLIGHT RE-CONFIRMATION All onward and return flights must be re-confirmed with the relevant airlines. Emerald Global Ltd accepts no responsibility for bookings cancelled due to non-compliance with the particular airline’s rules. 17. PASSPORTS, VISAS & HEALTH 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. Additionally many countries require that your passport is valid for at least 6 months after your departure date from that country. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or
immigration requirements.
It is important that you check with your GP prior to travelling for information in regards to inoculations that you may need if you are travelling to countries with high risk of disease or if you have recently returned from an infected country. Information is readily available from your local surgery or by visiting The Foreign and Commonwealth Office website:
www.fco.gov.uk ;
www.doh.gov.uk. 18. DESPATCH OF TICKETS a) e-tickets Some airlines offer only electronic confirmation of your reservation, or “e-ticketing”. We cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. It is your responsibility to advise us if you have not received your e-ticket confirmation. b) Tickets are only issued against full payment. Tickets and travel documents are usually sent by Royal Mail services to the invoice address unless you advise us otherwise. Tickets are generally posted to you 14 days before your departure date. If you require delivery by any other service, it can be arranged and the cost will be added to your final invoice. We cannot accept any liability for late or lost tickets if normal post is used. If you wish to collect your tickets personally the tickets will be issued and held in our office 5 working days before the proposed collection date. 19. LOST OR STOLEN TICKETS Should tickets become lost or stolen, it is necessary to complete an indemnity form to be passed to the airline. Some carriers are then prepared to issue replacement tickets immediately but may impose a fee for this which will be payable by you. Other airlines require full payment to issue replacement tickets and will refund the amount paid for the original documents at a later date. Please be aware that this process may take up to 18 months. If you have not received your travel documents or you have mislaid your travel documents, you must inform us at least 7 days prior to departure. Failure to do so may result in you having to pay additional charges, as special arrangements will have to be made. Tickets once sold towards a sporting event cannot be replaced if lost.
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