Time before departure If we make a within which notice of major change cancellation or major
change is received by: you receive: 56 days +
nil 29-56 days £15
If we cancel If you cancel your holiday your holiday
to your holiday you receive: you pay:
deposit only
deposit only
100% refund 50% plus £15
15-28 days £30
100% refund 75% plus £30
0-14 days £50
100% refund 100% plus £50
Due to the policies set by our airline, cruise and hotel partners, bookings for travel during peak periods may be subject to alternative cancellation charges and the above will not be applicable. These charges will be explained at time of booking.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Force Majeure: this means that compensation will not be payable if we are forced to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. They can include, for example, war, threat of war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, epidemics
fire, and adverse weather pandemics, unavoidable
problems with transport. Planning and operation of our holidays is guided by the latest advice from the Foreign and Commonwealth Office. For information on individual destinations, please check
www.fco.gov.uk
8. If you have a complaint: If you have a problem during your holiday, please inform the relevant supplier, (e.g. your hotelier) and our local representative/agent immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at 3rd Floor Gloucester Park, 95 Cromwell Road, London, SW7 4DL or email
emiratestours@emirates.com 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 local representative/agent without delay and complete any available 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: For accommodation only bookings, we act as an agent for the hotel and cannot accept responsibility for any injury, illness or death however caused, except where caused by our own proven negligence. Whilst we will offer such assistance as we can in respect of any dissatisfaction with the standards of accommodation, we do not accept any further liability. For package holidays including flights and accommodation booked at the same time, 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 three 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 limits 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.
conditions, technical
You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices (3rd Floor, Gloucester Park, 95 Cromwell Road, London SW7 4DL). 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 is the responsibility
of the airline and 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 7. 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. Personal injury unconnected with your booked travel arrangements: If you or any member of your party suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package arrangements or an excursion arranged through us, we shall at our discretion offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of its occurrence. Where legal action is contemplated, our written consent must be obtained prior to commencement of proceedings and our consent is subject to your undertaking to assign any cost received or any benefits received under any relevant insurance policy to ourselves. Our costs in respect of the above on behalf of you and any member of your party shall not exceed £5,000 in total.
11. Passport, Visa and Immigration Requirements: Your specific passport, visa 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. Excursions: 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. 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.
13. Travel Insurance: We strongly recommend that prior to travelling, all clients obtain a fully comprehensive policy of travel and medical insurance suitable for your specific requirements.
14. Data protection policy: In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information which you provide such as name, address, and any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass your information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies, etc. This information may also be provided to security or credit checking companies, public authorities such as customs/ immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in the UK. However, we will not pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons). Please note that where information is also held by your travel agent, this is subject to your agent’s own data protection policy. Your data controller is: the General Manager, Emirates Tours UK. You are entitled to a copy of your information held by us. If you would like to see this, please contact the data controller. We will make a small charge of £20 to cover the cost of extracting this archived data.
15. Marketing: We will hold your information, where collected by us, and may use it to inform you of offers in the future or to send you brochures. If you do not wish to receive such information in the future, please send your name and address details to
emiratestours@emirates.com or call 020 7590 1460.
This brochure 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. Please note that in accordance with Air Navigation Orders in order to qualify for infant status an infant must be under two years of age on the date of their return flight.
The holidays and flights in this brochure are ATOL Protected by the Civil Aviation Authority. Our ATOL number is ATOL 4086.
186 Book online at
emiratestours.co.uk, call 020 7590 1460 or visit your travel agent
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