To download these terms in PDF format click the following link: BOOKING TERMS AND CONDITIONS
BOOKING TERMS AND CONDITIONS TRAVELBEE LTD / ARCTIC DIRECT
We are proud of our excellent reputation for looking after our clients, without question, should the unexpected occur.
All information provided in our website, brochures, advertising and travel documentation, to the best of our knowledge or belief, correct at the time of publication. We will advise you of any changes that are fundamental to the contract, or which we believe will affect your enjoyment of the holiday. Please advise us if there is any requirement, which you believe is fundamental to your holiday so that we can give you the latest information at time of booking. In these booking conditions, “you” and “your” means all persons named on any booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Travelbee Ltd / Arctic Direct (The Company) Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract” or “arrangements” mean such holiday arrangements unless otherwise stated.
In order to secure any booking for a chosen tour/ holiday, a deposit of 25% or amount specified in itinerary for tailored tours is required. Bookings are deemed complete when a payment is taken and the customer is then bound by these terms. All deposits are non-refundable. The balance of all tour/holiday costs must be received by us not less than 8 weeks prior to departure for Holiday bookings and 12 weeks for wedding bookings unless specifically advised otherwise on travel documentation/invoices. If we do not receive all payments due in full and on time, we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 4 of these terms and conditions will apply. Tour party leaders are responsible for organising all payments due to us. Reminders are not sent. All communications and travel documents will be sent to the tour party leader (not individual tour party members) who will be responsible for passing them on to other members of their tour party.
We recommend customers take out their own comprehensive travel insurance on booking their package with Arctic Direct/Travelbee.
You may book by telephone or email with TravelBee/Arctic Direct. The first named person on any booking will be treated as the tour party leader. The tour party leader must be at least 18 and must be authorised to make the booking on the basis of these booking terms and conditions by all persons named in the booking. All communications and travel documents will be sent to the tour party leader (not individual tour party members) who will be responsible for passing them on to other members of their tour party.
Dependent on the type of air fare/ticket being purchased, it may be necessary for us to take full payment of your flight costs (nonrefundable) at the time of booking and in the case of bookings made less than two months before departure, we will require full payment for the holiday. You must be at least 18 years old to make a booking and the person making the booking accepts these terms and conditions and takes responsibility for all members of the party (including anyone who is added or substituted at a later date), and in particular for payment for all the persons on the booking. We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason. A contract is made when we accept your booking and send you our written confirmation, invoice and ATOL receipt. If we cannot accept or confirm the booking, any money paid will be promptly refunded. On receipt of the confirmation, invoice and ATOL receipt it is important to check the details and if there is any inaccuracy this must be notified to us immediately. It may not be possible to make changes or corrections later, or additional costs may be incurred which we will have to pass on to you. For some air tickets arranged by us: a) different and/or additional conditions will apply. b) the price for such tickets is non-refundable; and c) such tickets cannot be changed, returned or exchanged for other tickets.
A booking is accepted and becomes definite from the date when the company has received all of the required booking details, and received a deposit payment for each tour party member or per booking as will be confirmed on booking. A payment receipt is issued at this time and these terms and conditions then immediately become effective forming the booking contract. The contract is between the Company and the Client, being any person travelling or intending to travel on a tour operated by the Company. English law governs this contract and all matters arising out of it. Any dispute, claim or other matter, which arises out of or in connection with this contract or your tour/holiday, will be dealt with by the Courts of England and Wales only. Changes to these booking terms and conditions will only be valid if agreed by TravelBee/Arctic Direct In writing. The Company or their agents reserve the right to decline any booking at their discretion. All itineraries and booking confirmations should be checked thoroughly as we accept no responsibility for errors on documentation which are not immediately brought to our attention.
We hold your deposit (and any additional payment required at the time of booking) towards the full cost of the holiday. All deposits are non-refundable. The balance of all tour/holiday costs must be received by us not less than 8 weeks prior to departure for Holiday bookings and 12 weeks for wedding bookings unless specifically advised otherwise on travel documentation/invoices. If you do not pay the full costs owed within the time specified we may treat your holiday as cancelled by you in which case the cancellation charges shown in clause 4 will apply. Payment by Credit Card. We accept Visa, MasterCard and American Express credit cards. Payments using these cards will not incur an additional charges. We also accept payments made by debit card and bank transfer.
3. YOUR HOLIDAY PRICE
Please note, the information and prices shown in any TravelBee/Arctic Direct Advertising, website or published brochures may have changed by the time you come to book your tour / holiday. Whilst every effort is made to ensure the accuracy of information and prices at the time of printing, regrettably errors and alterations do occasionally occur. We reserve the right to correct errors in both advertised and confirmed prices. You must therefore ensure you check all details of your chosen tour / holiday (including the price) with us at the time of booking. Prices for holidays shown on our website are calculated on rates of exchange prevailing at the time of booking. Currencies do fluctuate and we reserve the right to change our published prices without notice. Once you have made your booking the price is fully guaranteed and will not be subject to any additional surcharges.
Single, Double, Triple & Quad Rooms Single supplements are often payable for sole occupancy of a room. A single room does not guarantee the provision of a double or twin room, and in some instances may be smaller. A ‘double’ bed is often two single beds pushed together, with double bed base linen (although it is not unusual for single duvets to be
provided in some hotels for doubles). For triple or quad occupancy, this may be a standard size room with either a camp bed, roll-away, or mattress on the floor and space will therefore be limited.
4. CANCELLATION BY YOU
We recommend customers take out their own comprehensive travel insurance on booking their package with Arctic Direct/Travelbee.
If you fail to pay the full cost of the holiday within the specified time or if you cancel your holiday, you will be liable as a minimum, to pay the charges detailed below up to the point of cancellation. Or in the case of failure to pay, at the date that we deem your booking to have been cancelled. Should the tour party leader, or any member of the tour party wish to cancel their booking, the Company requires written notification. The notice of cancellation will only be effective when we receive it in writing at our offices. The deposit on all tours / holidays is non-refundable and shall be forfeited to the Company. As we incur costs from the time we confirm your booking, and may be unable to re-sell your holiday, the following cancellation charges will be payable.
In the event of cancellation or partial cancellation up to 12 weeks before departure for Weddings or 8 weeks before for Holidays Travel Bee will charge 25% (or deposit amount paid) of the holiday cost or negotiated deposit – whichever is more. After 12 weeks for weddings or 8 weeks for holidays the charge is 100% of the holiday cost. Partial cancellations may result in the loss of group discounts. We advise cancellation/partial cancellation is insured against and, in the case of a group booking that financial security is taken from group members. It is lead booker’s responsibility to ensure every member of the party understands all the terms including cancellation terms. Once made all bookings should be taken as non-changeable and all deposits as non-refundable.
These will be calculated from the date written notification is received by the Company as a percentage of the total tour price:
Holiday Bookings and Weddings:
Holidays: Cancellation at less than 8 weeks notice; minimum 25% of tour fare or the amount requested as deposit if higher. Less than 8 weeks notice; 100% of tour fare
Weddings: Less than 12 weeks notice; minimum 25% of tour fare or the amount requested as deposit if higher. Less than 12 weeks notice; 100% of tour fare
If a Client fails to join a tour or joins it after departure, or leaves a tour prior to completion, no refund can be made. Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your travel insurance policy. Claims must be made directly to the travel insurance company concerned. When cancelling a member from a group, single supplements or loss of group discount may apply. Note: non-refundable air tickets will be charged at 100% and the above scale of charges will then apply to the remainder of the holiday cost. Amendment charges are not refundable. Additional accommodation costs for reduced occupancy or other components, may be payable in the event that one or more passengers cancels but where remaining passengers still wish to travel. If your cancellation falls within the provisions of your travel insurance policy you may be able to make a claim which must be made direct to your insurance company.
Group/Wedding Bookings – cancellation charges as above will apply to any guests of group / wedding bookings who may wish to cancel in the unlikely event of cancellation by the lead booking/passenger.
5. CANCELLATION & VARIATION BY US
The Company takes great care to ensure that all the information given in published brochures, website & advertising is as accurate as possible and based on the latest information at the time of going to press. However the Company reserves the right to change any of the facilities, services or prices of tours / holidays both before and after any booking is made. If a major change is known to the Company, the Client will be informed either at the time of booking, or as soon as the change has been made. The Company will not cancel a tour 12 weeks before departure for weddings or 8 weeks before departure for holidays except for reasons of ‘Force Majeure’ (See clause 6.), failure of the Client to pay the balance of the tour cost, or if cancellation is agreed by the customer. Every effort will be made by the Company to operate all tours as advertised. Where tours, venues or accommodation is weather dependent we cannot guarantee operation with reasons including, but not limited to; lack of snow and temperatures which will make operation dangerous or uncomfortable. It is not possible to guarantee sightings of wildlife, or any natural phenomena.
We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors on the website/brochure and other details both before and after bookings have been confirmed and cancel confirmed bookings, events or activities. Holidays to our more remote areas carry the risk that parts of the holiday may be subject to alterations beyond our control, sometimes at short notice. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. However, we will only cancel your confirmed booking less than 12 Weeks Wedding/8 Weeks Holidays before departure where we are forced to do so as a result of ‘circumstances beyond our control’ (see clause 6).
Please note some of our holidays require a minimum number of participants to enable us to operate them. If the minimum number of bookings required for a particular holiday has not been received, we are entitled to cancel it providing we notify you of the cancellation no later 12 Weeks Wedding/8 Weeks Holidays before departure. Please note that in such cases we are not able to accept responsibility for costs of additional travel arrangements made in association with the cancelled holiday, unless booked through Travelbee Ltd / Arctic Direct (The Company). Most changes are minor.
Minor changes include a change of airline or aircraft, flight time change of less than 12 hours, change of London or local airports and/or local connecting transport and changes to supplementary arrangements such as excursions, or change of accommodation to another of the same standard. Occasionally, we may have to make a significant change. If we have to make a significant change or cancel arrangements, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options: (a) accepting the changed arrangements, or (b) purchasing an alternative holiday from us, of a similar standard to that originally booked, if available. If the cost of this alternative is less than your original holiday, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other available holidays. You must pay the applicable price of any such holiday, or(c) cancelling, or accepting the cancellation, in which case you will receive a full and quick refund of all monies you have paid to us. If we have to make a significant change to your holiday or cancel we will as a minimum. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have
avoided even with all due care or (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as not receiving payment on time) or where a change is a minor one. Very rarely, we may be forced by ‘circumstances beyond our control’ (see clause 6) to change or terminate your holiday after departure but before the scheduled end of your time away.
This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain these from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result. We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the holiday price between the accommodation booked and that available. Other Hotel Guests – It is not unusual for hotels or other accommodation to receive group bookings (sometimes with large numbers) from guests participating in conventions and conferences or other gatherings. At certain times of the year, there may be an influx of groups such as students on organised educational visits (popular during school holidays), associations or clubs. This may result in hotel facilities being much busier than usual or additional demands on hotel staff and services, but we are unable to accept any responsibility for any inconvenience caused by such groups or their activities.
6. CIRCUMSTANCES BEYOND OUR CONTROL
Force Majeure: We regret we cannot accept liability or pay any compensation where the operation of our tours / holidays or the performance / prompt performances of our contractual obligations is prevented or affected by “Force Majeure”. In these booking conditions ‘Force Majeure’ includes any event which the Company or the supplier of services in question could not, even with the exercise of all due care, foresee, or avoid such as war, riots and strife, terrorist activity, industrial action, natural or nuclear disaster, fire, severe weather conditions, closure of sea ports or airports, government action, and any similar event beyond our control. In the unlikely event that ‘Force Majeure’ forces us to cancel a tour, we regret we will be unable to make any refunds, pay you any compensation, or meet any costs or expenses you incur as a result. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance of our obligations under our contract with you is prevented or affected by, or you otherwise suffer any damage, loss or expense of any nature as a result of ‘circumstances beyond our control’ or ‘Force Majeure’. In these booking conditions, ‘circumstances beyond our control’ means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, civil strife, terrorist activity and its consequences (including suspected terrorist activity and all action taken during any “terror alert”), industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport, fire, concert/event changes or cancellation and all similar events outside our control. This list is not exhaustive. Public Holidays, Sporting and Local Events In addition to public holidays, many countries host other national or international events or there may be local festivals, which may impact on local/tourist services or travel arrangements, including the reduction or closure of facilities, route diversions etc. during your visit. We have no control over these events, and as dates and details of arrangements are often changeable year on year, it is not possible for us to guarantee to forewarn you of specific details that may be relevant to your holiday, or accept any responsibility for disruption that may be caused. During public holidays, shops, restaurants and tourist attractions may also be closed.
7. REFUNDS POLICY
In order to secure any booking for a chosen tour/ holiday, a deposit of 25% or amount specified in itinerary or on booking for tailored tours is required. Bookings are deemed complete when a deposit payment is taken and the customer is then bound by these terms. All deposits are non-refundable. Cancellation charges can be found under clause 4.
Refunds are overseen by the directors.
8. OWN ARRANGEMENTS
We cannot be held liable or responsible for any elements of your holiday which are considered “own arrangements” and that are not included in our holiday. We recommend that sufficient and appropriate insurance is therefore obtained.
9. VARIATION BY YOU
Minor alterations to your booking are at our discretion and must be requested in writing by the person who made and confirmed the booking. Additional fees may be charged, depending on the cost and work caused to us by the requested change. If you are unable to travel for a good and unavoidable reason we may transfer your booking to another person suggested by you provided that a request for such a transfer is made at least 30 days before departure and is accompanied by written proof of your reason for being unable to travel (such as a Doctor’s Certificate) together with all original travel documents which you may have received and the full name and address of the transferee. The transferee must fulfil any conditions that apply to the holiday, and all costs of the original booking and of the transfer must be paid before the transfer can be effected. The cost of the transfer will consist of both an administration charge of £50 and all costs which our suppliers impose. For example, for ANY variation, scheduled airlines may require payment of 100% cancellation charges and the cost of a new ticket. If you cut short your holiday or pre-booked hotel/accommodation duration (including any meals, excursions or other holiday components not taken for this or any other reason) we are unable to offer you any refund of your holiday not completed or assist with any curtailment cost 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 in accordance with policy conditions.
If any member of the party is prevented from travelling because of the death, injury or serious illness of the passenger or a close relative, redundancy or jury service, it may be possible to transfer the booking to another person provided that written notice is given. An administration fee of £50pp will be levied, plus any costs imposed by the Company’s suppliers. These may be substantial for some flight bookings.
10. HEALTH, VISA & DOCUMENTS
a) You must ensure that all members of your party have a valid passport and all required visas, all inoculations and health certificates for all countries to be visited. This is your responsibility and you must cover all costs for this. Please consult your doctor well in advance of departure. The passport must be valid for
the duration of the stay – and currently no additional period of validity is required beyond the date of return. However, as regulations can change with little or no prior notice, or for any unexpected delay to your return date, we recommend that your passport is valid for at least three months after your return to the UK. b) We will offer reasonable assistance and advice to you in how to obtain such items, but we cannot in any circumstances be held responsible if any member of the party is not permitted to enter onto any transport or into any country. c) If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country or countries to, or through which, you are intending to travel. Information for travellers, including health, passport and visa requirements along with up-to-date Foreign Office advice can be obtained from www.gov.uk/knowbeforeyougo . d) Where paperwork is required for weddings, the information we provide is given to the best of our knowledge. We take no responsibility for any errors or omissions in any paperwork required for or associated with your wedding. You may wish to seek private legal advice for your own peace of mind. We are not liable for the costs of any legal advice you may wish to seek.
11. SPECIAL CIRCUMSTANCES
Our holiday and tours are not designed for party members to undertake special projects or research whether in connection with study, employment or otherwise. We cannot accept any liability for any losses or damages arising out of such use or planned use nor for any loss or damage which has special financial consequences. Please note if you do intend to use one of our tours for such purposes you should obtain adequate insurance in respect of it and any special equipment you decide to bring with you on such tours. Our educational tours programs is designed to educate and inspire however, Educational tours are not covered under these booking conditions.
12. HOLIDAY PARTICIPATION
It is a condition of participation in one of our holidays that you agree to accept the authority and decisions of our employees, tour leaders and agents whilst on holiday with us. If in the opinion of such a person your health or conduct at any time, before or after departure, appears likely to endanger the safe, comfortable or happy progress of a holiday, you may be excluded from all or part of the tour and/or we may terminate your holiday, and any additional costs incurred by you as a result of such exclusion will be your responsibility. In the case of ill health we may make such arrangements as we see fit and recover any resulting costs from you. When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid immediately at the time. If you fail to do so, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions. We expect all Clients to have consideration for other people. If in our opinion or in the opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, annoyance or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the tour / holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the tour / holiday. We will have no further responsibility towards such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
13. OUR RESPONSIBILITY
We make every effort to ensure that the holiday arrangements we have agreed to provide as part of our contract with you are delivered with reasonable skill and care. It is the laws and regulations of the country in which the services are actually provided which apply to your holiday arrangements and not those of the UK and any resulting complaint or claim will be judged on this basis. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as being properly provided. We regret we cannot accept liability or pay any compensation where the operation of our tours does not meet your expectations or will we be held responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or b) the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or c) ‘circumstances beyond our control’ as defined in clause 6 above. Please note we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services including excursions you book and pay for independently, or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract. In addition, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers or (3) arises out of use of our services for special projects or research whether in connection with study, employment or otherwise or (4) is connected with any business. For all claims which do not involve death or personal injury or loss / damage of / to personal possessions (see below), if we are found liable to you on any basis the maximum amount we will have to pay you is no greater than the total amount paid for your holiday (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where your holiday has failed in its entirety and you have not received any benefit at all from your holiday. Nothing in these booking conditions shall exclude or limit in any way our liability for fraud or for death or personal injury caused by our negligence or the negligence of our employees.
14. TRAVEL DELAY
Should delays due to weather conditions disrupt your itinerary, additional costs may be incurred and these would be the responsibility of you, the client. We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure; however, you will be assisted by the airlines in accordance with the airlines’ policy on delay. We cannot accept liability for any delay which is due to any of the reasons set out in clause 6 of these booking conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). 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. We do not issue refunds, compensation or reimbursement of your holiday cost in the event of delay or cancellation by the airline or by any other form of public transport taken during your stay including but not limited to air, sea, rail or road transport. If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 0207 453 6424
www.caa.co.uk . Where long flight delays result in lost holiday time we are unable to offer any refunds for unused accommodation or other services as reimbursement will not be made by our suppliers in these circumstances, and hotel rooms are held for delayed arrivals and not re-let. We strongly recommend you have adequate insurance provisions in place to fully cover such eventualities.
15. AIR & SEA CARRIERS
The liabilities of air, sea, rail and road carriers are governed by the following amended or unamended: the Warsaw Convention and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No. 889/2002 for national and international travel by air, the Athens Convention for travel by sea, the Berne Convention for travel by rail and the Geneva Convention for travel by road. Air and sea carriers produce Conditions of Carriage, which form part of your contract both with us and with the air and sea carrier, available from the carrier or from us along with copies of applicable international conventions and regulations. You are bound by those conditions when booking your holiday. Strict obligations are outlined on your ticket or the Conditions of Carriage for making claims for missing or damaged baggage that must be followed. Where any claim or part of a claim against us (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the applicable international convention or regulation (see above). Please note: where a carrier or hotelier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier for the complaint or claim in question. 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 who are subject to an operating ban within the EU. The Community list is available for inspection at http://ec.europa.eu/transport/modes/air/safety/airban/index_en.htm 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 right(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 confirmed will be notified to you as soon as possible. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/the carrier are unable to offer you a suitable alternative the provisions of clause 5 “Cancellation and Variation by us” will apply. We are not always in a position at the time of booking to confirm the flight timings, which will be used in connection with your flight. The flight timings shown in our brochure, on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets approximately 2 weeks before departure. You must check your tickets very carefully immediately on receipt to ensure you have the correct and up to date flight times. It is possible that flight times may be changed even after tickets have been dispatched – we will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. In accordance with EU legislation, we are required to draw your attention to restrictions concerning the import of food items which cannot be brought into the EU (including the UK), from outside the EU. For details please see http://ww2.defra.gov.uk/foodfarm/food/personalimports/, or if you do not have access to the internet, please contact this office.
Travel Insurance is recommended for all clients whilst on a tour organised by the Company. Clients are responsible for ensuring that they are in possession of private travel insurance with protection for the full duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation and curtailment. Clients must ensure that there are no exclusion clauses limiting protection for the type of activities included in the tour. Clients should satisfy themselves that any travel insurance is what they require and should arrange supplementary insurance if need be. We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure. The cost of repatriation, medical and other treatment overseas can be high and we are unable to assist in meeting those or any other costs you may incur.
17. SPECIAL REQUESTS & MEDICAL CONDITIONS / DISABILITIES
If you have any special requests, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be provided (where it is possible to give this) where it is important to you. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests. If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), you must tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops or worsens after your booking has been confirmed.
If you have any reason to be unhappy with any element of your holiday, we would ask you first to bring this to the attention of the person in
charge of the relevant service, on the spot. If this is not possible please either contact our local representative or our UK office, using the number provided with your travel documents. It is essential that you do this to enable us to try and put matters right where possible. Failure to do this may mean that any claim for compensation will be affected as will we have been deprived of the opportunity to investigate and rectify your complaint while you were in resort and this may affect your rights under this contract. If a problem remains unresolved during your holiday you should make a complaint in writing to Travelbee Ltd / Arctic Direct within 14 days of the completion of your holiday. We will reply to you within 28 days of receipt of your letter. Complaints should, in the first instance, be emailed to firstname.lastname@example.org
If you have a complaint prior to travel, please raise this with us immediately. Please see clause 4 and clause 5 regarding cancellations.
19. FINANCIAL SECURITY & ATOL MEMBERSHIP & ABTA MEMBERSHIP
We provide full financial protection for our package holidays. For flight-based holidays from/to the UK this is through our Air Travel Organiser’s Licence Number 9030, registered to Travelbee Ltd. When you buy an ATOL protected flight inclusive holiday from us you will receive an ATOL Certificate detailing the holiday package and flights that you have booked, which are financially protected. This also explains where you can get information on what this means for you, and who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information visit the ATOL website at www.atol.org.uk
We are a Member of ABTA, membership number Y6428. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
20. DATA PROTECTION
We will store and use the personal data supplied by you during the booking process for the purposes of fulfilling the contract between us. We will never pass on your information to third parties, other than to fulfil the contract between us, without your written permission unless we are legally required to do so in accordance with the Data Protection Act. We are registered with the Information Commissioners Office, more details at https://ico.org.uk. We will also use the information to keep you informed of our services and any special offers or deals which we think may be of interest to you. Please inform us at the time of booking if you do not wish us to use your information in such ways. All information regarding your holiday is held on private computers to which only staff members have access. This information may include, although is not limited to, Names, addresses, date of birth, nationality, travel dates and requirements, dietary requirements and any other information that is deemed necessary for storage to ensure the successful completion of your holiday. If you require to check any of this information please contact us on 01793 752 532.
First-party cookies are cookies that belong to Arctic Direct, third-party cookies are cookies that another party places on your device through our Service. Third-party cookies may be placed on your device by someone providing a service for Arctic Direct, for example to help us understand how our service is being used. Third-party cookies may also be placed on your device by our business partners so that they can use them to advertise products and services to you elsewhere on the Internet. If you want to delete cookies follow the instructions at http://www.wikihow.com/Clear-Your-Browser%27s-Cookies . If you wish to disable your browser from receiving cookies follow the instructions at http://www.wikihow.com/Disable-Cookies. Note that if you set your browser to disable cookies, you may not be able to access certain parts of our Service and other parts of our Service may not work properly. You can find out more information cookie settings at third-party information sites, such as www.allaboutcookies.org.
Travelbee Limited, trade as Arctic Direct
Company Registration No. 6118478 Registered Office: Travelbee Limited, 6 Pleydells, Cricklade, Wiltshire, SN66NG VAT Reg. No. 878959430 Dated: March 2017
These terms take precedence over the Distance Selling Regulations.