High altitude Several tours reach elevations of 2500 metres or more. We allow time for acclimatisation and usually the body acclimatises well to spending extended periods of time above this altitude. It is diffi cult to predict who is at risk from altitude sickness but if you have a heart or respiratory problem we advise you not to risk extended travel or trekking at high altitudes and to check with your dr.
Proof of fi tness In certain circumstances, usually on more strenuous tours, we may require you to provide proof of medical fi tness before travelling.
Bear in mind Tour changes From time to time, some elements of our tours may change from those that have been published. This could be the result of inclement weather, a change in the local political situation or in fl ight or train schedules or other circumstances beyond our control. We will keep you as well informed as possible about these changes.
Will my tour operate? We reserve the right to cancel departures that (in our opinion) are not commercially viable (except for “Guaranteed Departures” which are described below). Typically this happens when less than six or seven people have booked on a tour (the exact numbers can vary). We try very hard to make every departure work and only cancel when absolutely necessary. We will give you as much notice of a cancellation as possible, allowing you to consider alternative tours or dates. We do not guarantee a minimum number of participants for each tour and we may decide to operate a tour with less than the normal minimum number of people.
Guaranteed departures Our “Guaranteed Departures” can be found on our website under the “Prices and Dates” tab. On these tours we guarantee that the advertised “Land Only” itinerary will not be cancelled or signifi cantly changed unless we are forced to do so by a “force majeure” (as defi ned in our Booking Conditions). There is no minimum group size for these departures. This guarantee does not apply to international or UK domestic fl ights, which may be subject to change or cancellation in accordance with our Booking Conditions.
Adventure travel – warning Travelling to far-fl ung corners of the earth involves adapting to living conditions that are often very different from our own. Please be prepared to cope with unusual situations, local inadequacies and unpredictable events. Adventure holidays are defi nitely not suitable for people who expect to be pampered or who demand that everything goes exactly as planned. You should also be aware that some countries around the world have serious security problems. Thieves, muggers and drug pushers are likely to be active in big cities and street markets; and certain areas may be considered ‘out-of- bounds’ for tourists. However, most crime is opportunistic. Using your common sense will reduce the risks. Unfortunately, no destination can be guaranteed to be safe from terrorism. We constantly monitor the political situation in the regions we visit and will re-route or cancel a trip if we feel it is necessary. If you are concerned about your safety when visiting a particular destination, please contact the Foreign Offi ce or the appropriate embassy.
Flights
Land only tours Land Only tours start at the joining point overseas and do not include any connecting fl ights to or from the joining point. If you are planning to book ‘Land Only’ we strongly recommend that you only purchase fl ights (or train or bus tickets) that are totally fl exible and refundable. This is because by their very nature, adventure holiday itineraries can change and it is important that you are able to amend your connecting travel arrangements if necessary. Also, in the event of a tour being cancelled it is important that you are able to get a refund if you no longer wish to use the associated fl ight, bus or train. We regret that we cannot accept liability for any connecting travel arrangements that you make (including any cancellation or amendment charges) in the event of any change to, or cancellation of, our tour; or for any other reason that makes you unable to use your booked travel arrangements.
Seating on fl ights and trains Although Explore are unable to assign specifi c fl ight or train seats, it is possible to put special requests through to the majority of airlines and train operators. If you have a special request, please tell us at the time of booking. Please be aware that no guarantee can be made that your request will be successful. Failure to grant your request will not be a breach of contract on our part. Sometimes your allocated seats will not be close to other members of your party. We recommended that you check in for your fl ight or train as early as possible in order to have the best chance of being given alternative seats. If you require specifi c seats because of to a disability or reduced mobility or a medical condition, please make this clear at the time of booking. Subject to safety requirements and availability, EU airlines are required to make all reasonable efforts to arrange seating to meet the requirements of individuals with a disability or reduced mobility. You may be required to provide written confi rmation of your disability, reduced mobility or medical condition and fi tness to travel from your doctor.
In-fl ight meals
Although meals are still provided on most international fl ights, you should be aware that there is a trend towards them not being included on shorter fl ights, and particularly those within Europe. On many routes with connections within Europe, a meal will be provided on the inter-continental sector, but not on the sector between the UK and the connecting European airport. We cannot therefore guarantee that a meal will be provided on all fl ights. If you have a special dietary requirement, please let us know at the time of booking. We will send an automated request through to the airline. Please be aware that in most cases airlines do not confi rm individual meal requests, so it is worth double checking that the meal has been ordered at check-in.
Flight schedule changes When you book a fl ight-inclusive tour with Explore, your holiday confi rmation will contain provisional fl ight details. The timings, fl ight numbers or route could change several times before departure. Explore will inform you as soon as possible if there is a change which i) affects your departure or arrival time by more than six hours, ii) moves the tour to a different day or iii) signifi cantly affects the tour itinerary. We suggest that you defer booking any connecting travel to the airport or arrangements such as car parking or overnight hotels until you have received the fi nal invoice, with confi rmed travel times. Where Explore are arranging domestic regional fl ights, these will be automatically rebooked to connect with your international fl ights. We strongly recommend that you do not purchase non-fl exible, non-refundable connecting rail, air or bus tickets, as they usually incur cancellation or penalty charges in the event of a change to the departure time or date.
Banned airlines
In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers which are subject to an operating ban within the EU. The Community list is available for inspection at http://europa. eu. In accordance with EU Regulations we are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your fl ight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confi rmed will be notifi ed to you as soon as possible. If the carrier with whom you have a confi rmed reservation becomes subject to an operating ban and, as a result, we or the carrier are unable to offer you a suitable alternative the provisions of our Booking Conditions – “If we change your tour” will apply.
Peace of Mind and Quality of Service
Explore is a fully bonded Tour Operator licensed by the Civil Aviation Authority (CAA) and by AITO Trust Ltd. We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 2595). When you buy an ATOL protected air inclusive holiday* from us you will receive a confi rmation invoice confi rming your arrangements and your protection under our ATOL. In the unlikely event of our insolvency, the CAA will ensure that you are not left 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 Where you book a “land only” tour with us, the arrangements we have contracted to provide will be protected by AITO Trust Ltd (providing they were purchased in the UK or direct from Explore if purchased outside the UK). This means that either i) your money will be refunded, or ii) if you are already abroad, you will be returned to your departure point. *The air inclusive holidays we arrange are ATOL protected as long as either i) the person who pays for the booking is present in the UK when the booking is made, or ii) the fi rst leg of any fl ight or fl ights we arrange for you commences in the UK.
Foreign Offi ce Travel Advice The Foreign & Commonwealth Offi ce (FCO) Travel Advice Unit (
www.fco.gov.uk/travel) provides detailed information about your destination. We strongly recommend that you read their comments about the country you are planning to visit; both when you book and again just before you leave. We monitor FCO travel warnings and advice and based on them, may cancel tours before departure, or re-route or make other changes to tours operating in or through the country concerned. Any decision we take about whether to operate or cancel a tour or make other changes will always be made in the interests of your safety and security. We will make these decisions at least four weeks before departure, unless we believe that local conditions will improve before the start of the tour. For further details please visit
ww.explore.co.uk/fco
Be prepared Whilst we endeavour to provide as much information as possible in our brochure and individual Trip Notes regarding the areas our tours travel to, we would always recommend that you undertake some background research about the places you will be visiting and the type of climate and local conditions you can expect to get the most out of your holiday.
AITO QUALITY CHARTER
The Association of Independant Tour Operators AITO is the Association for independent and specialist holiday companies. Our member companies, usually owner-managed, strive to create overseas holidays with high levels of professionalism and a shared concern for quality and personal service. The Association encourages the highest standards in all aspects of tour operating.
Exclusive Membership AITO sets criteria regarding ownership, fi nance and quality which must be satisfi ed before new companies are admitted to membership. All members are required to adhere to a Code of Business Practice which encourages high operational standards and conduct.
Financial Security An AITO member is required to arrange fi nancial protection for all holidays and other arrangements (including accommodation only) booked by customers with the member under the AITO logo. This fi nancial protection applies to customers who are resident in the UK at the time of booking and to most overseas customers who have booked directly with the member. In doing so, the member must comply with UK Government regulations. Members are required to submit details of their fi nancial protection arrangements to AITO on a regular basis.
Accurate Brochures/Web Sites
All members do their utmost to ensure that all their brochures and other publications, print or electronic, clearly and accurately describe the holidays and services offered.
Professional Service and Continual Improvements All members are committed to high standards of service and believe in regular and thorough training of employees. Members continually seek to review and improve their holidays. They listen to their customers and always welcome suggestions for improving standards.
Monitoring Standards AITO endeavours to monitor quality standards regularly. All customers should receive a post- holiday questionnaire, the results of which are scrutinised by the Association.
Sustainable Tourism All members acknowledge the importance of AITO’s Sustainable Tourism guidelines, which recognise the social, economic and environmental responsibilities of tour operating. Those demonstrating their achievements beyond the pure acceptance of this principle are recognised by the award of 2 to 5 star status. Explore have achieved 5 star status.
Customer Relations All members endeavour to deal swiftly and fairly with any issues their customers may raise. In the unlikely event that a dispute between an AITO member and a customer cannot be settled amicably, AITO’s low-cost Independent Dispute Settlement Service may be called upon by either side to bring the matter to a speedy and acceptable conclusion. Explore is a member of the Association of Independent Tour Operators. To contact the association visit
www.aito.co.uk or call 020 8744 9280.
or call our experts on 0844 875 1892 287
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