On Your Holiday

Our Responsibility | Flight Delay, Cancellation, Denied Boarding | Flight Seat Requests | Water and Electricity Supplies | Accommodation In The Tropics | Your Responsibility | Activities | Joining the holiday locally | Authority of Guides | Local Representation & Duty Phone | Lost or Stolen Items | Curtailment | Complaint Procedures Whilst On Holiday

Our Responsibility

i) Our obligations, and those of our suppliers providing any of your Holiday arrangements, are to use reasonable skill and care in arranging the provision of your holiday and, where we or our supplier is actually providing these arrangements, to provide them with reasonable skill and care. Compliance with any applicable regulatory requirements (e.g. those of the Civil Aviation Authority) will be proper performance of our, and our suppliers’, obligations. You must show that reasonable skill and care has not been used if you wish to make any claim.

ii) For claims which do not involve death or personal injury, we accept liability, subject to paragraph above, should any part of your Holiday not be as described in our promotional materials or elsewhere by us before you leave the U.K. If we have liability, we will, subject to terms in ‘Flight Delay, Cancellation, Denied Boarding’, ‘Conditions, Conventions & Disclaimers’ and ‘Assistance With Claims Against 3rd Parties’, pay you reasonable compensation. However, the maximum we will pay you in any circumstances is twice the price of the Holiday. This maximum will only be payable when every aspect of your Holiday has gone wrong and you have not received any benefit from your Holiday. Any sums received by you from suppliers will be deducted from any sum paid to you as compensation by us.

iii) For claims which involve death or personal injury as a result of an activity forming part of your Holiday, we have liability subject to paragraph (i) above and (iv) below. If we accept liability, we will, subject to terms in ‘Conditions, Conventions & Disclaimers’, ‘Assistance With Claims Against 3rd Parties’ and (v) below, pay you reasonable compensation.

iv) We accept liability in accordance with paragraphs (i), (ii) and (iii) above and subject to terms in ‘Conditions, Conventions & Disclaimers’, ‘Assistance With Claims Against 3rd Parties’ and (v) below except where the cause of the failure in your Holiday or any death or personal injury you may suffer is not due to any fault on our part or that of our servants, agents or suppliers, and is either attributable to you, or to someone unconnected with the Holiday and or for reasons set out under ‘Circumstances Beyond Our Control’

 (v) Should you become ill while on Holiday, you must, in addition to reporting the illness to our representative, consult a doctor locally and also consult your GP on return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.

(vi) Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your Holiday.

Flight Delay, Cancellation, Denied Boarding

In February 2005 new regulations came into effect relating to denied boarding, delays and cancellation of flights. This law grants new rights to airline passengers including compensation for delay, cancellation and in certain circumstances the right to cancel your flight and receive reimbursement of the cost of the flight from the airline. Full details of these rights will be available at EU airports and from airlines departing from these airports. We have no liability to make any payment to you in relation to these Regulations as the full amount of your entitlement to any compensation or other payment is covered by the airline’s obligations under the Denied Boarding Regulations. You should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not entitle you to reimbursement of the cost of your holiday from us. If your airline does not comply with these rules you can complain to the Air Transport Users’ Council on 020 7240 6061.

Flight Seat Requests

We strongly recommend (particularly if flying economy), that you check in early if you have particular seat requests. We have no control over the allocation of seats by airlines and even if a request has been made to pre-book seats, no guarantee can be made that they will still be available on departure. The provision of particular seats does not constitute a term of your contract with us.

Seats with extra legroom are in high demand. CAA regulations apply and check-in-staff have final responsibility for the allocation of these seats.

Water and Electricity Supplies

In many of the less sophisticated destinations we feature, water and electricity services struggle to keep up with demand. Limited rainfall can put further pressure on their provision. Operators do everything possible to maintain full services. Occasional power cuts and/or water restrictions can be experienced.

Accommodation In The Tropics

In many destinations, especially beach resorts ‘insects’ in the rooms (e.g. cockroaches) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply a fact of life in these destinations. Views from some rooms may be partly obscured by vegetation that can grow quickly in tropical climates.

Your Responsibility

You must at all times strictly comply with the laws and customs of all countries you visit. If in our reasonable opinion or in the opinion of any airline pilot, hotel manager, guide or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. In such an event, we will have no liability to you and will not be responsible for making any refunds, paying any compensation or meeting any costs or expenses you incur as a result. Furthermore, you must meet any expenses The Company incurs as a result of your behaviour.

Activities

The activities we feature carry inherent risks. Many sites are very remote, by distance &/or time, from emergency medical services. You must take proper responsibility for your own safety. You must behave in a fit and proper manner at all times in accordance with all recognised safe practices and procedures. You must have an adequate level of mental and physical fitness and remain within the limits of your current level of training and experience, except where you have booked a course of training.

Joining the holiday locally

Our responsibility does not commence until the appointed time, we shall not be responsible for any additional expenses incurred by you to meet up with us. If joining an escorted tour or safari and our party arrival is delayed to the local joining point we will provide you with the same accommodation and service as in the original itinerary. If the delay is more than 24 hours you may, at your discretion, wait for the party or cancel and receive compensation as detailed in Cancellation By Us above.

Authority of Guides

At all times the decision of our, or our suppliers’, guides or representatives will be final in all matters likely to endanger safety and wellbeing of any member of the party.

On this basis guides/Instructors will be entitled to stop you from taking part in the chosen activity. In which instance neither we nor the guide/Instructor or the activity operator will have any liability to provide you with any refunds or compensation in respect of any activity you are unable to participate in as a result.

Local Representation & Duty Phone

In each featured destination we have local representation either directly employed or via a local agent. These representatives can be contacted should you need assistance whilst on holiday. We also operates a 24 hour emergency duty phone system.

Contact details for our local representatives and duty phone will be included in your documentation pack.

Lost or Stolen Items

If any personal items are lost or stolen please contact our local representative or guide and obtain a written police report in order to assist with any travel insurance claim on your return. Refer to terms of your policy. If you only discover the loss on return to the UK you may contact our office for assistance. Refer to ‘Our Responsibility’ and ‘Conditions, Conventions & Disclaimers’ in relation to liability.

Curtailment

If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

Complaint Procedures Whilst On Holiday

In the unlikely event that you are unhappy or experience any problems whilst on holiday you should address your complaint immediately to our local representative and, if relevant, to the hotel management or other operator whose services are involved, so that we have an opportunity to correct the matter during the holiday. Failure to do so may affect our ability to investigate the matter complauned of, and your rights under the contract. Any verbal notification should also be put in writing and given to our representative and the supplier as soon as possible. If you remain dissatisfied see 'Complaint Procedures On Your Return', below.