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TAILOR-MADE TERMS & CONDITIONS
1) The Contract
a) Your contract is with www.CRUISE.co.uk. Our registered office is at Birmingham Road, Henley in Arden, West Midlands, B95 5QA and our company number is 01827977. These are the terms and conditions of your holiday contract with www.CRUISE.co.uk when we act as principals in the provision of Tailor-Made Cruise Holidays. Please read them carefully as you are bound by them. You will be asked at time of booking to confirm your agreement to these terms. Please note that separate Terms and Conditions apply to bookings made with www.CRUISE.co.uk where we act as agents for other Tour Operators and suppliers of travel related products
b) When you make a booking you confirm that you have the authority to accept and do accept on behalf of your party the terms and conditions set out below. A contract will exist as soon as the booking is made either with our call centre or on-line and either the deposit or full payment has been made. A booking confirmation will be sent to you by either email or post. You must check this confirmation carefully and raise any queries immediately upon receipt. Your contract is made on the terms of these booking conditions which are governed by English law and any claim or dispute will be subject to the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and wish to do so.
c) All holidays are subject to availability at the time of booking.
d) A booking can only be made by a person aged 18 years or over. All passengers who, at the time of departure, are under the age of 18 years must be accompanied by a responsible adult.
e) The passenger names given have been confirmed by you at the time of booking. The spelling of the first name and surname must match your passport exactly. Middle name/s are only required if you are flying to the USA. Any changes will result in a charge to you from the cruise or tour operator and www.CRUISE.co.uk. Please contact us as soon as possible.
2) Your Financial Protection
When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong."
“We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are 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, or the suppliers identified on your ATOL certificate, 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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme"
We are also a member of ABTA (Association of British Travel Agents) no.78024. For further information, please visit www.abta.com.
3) The Holiday Price
a) We reserve the right to change our prices of any of the holidays shown advertised. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
b) When you make a booking you will pay a deposit. The amount of deposit due will depend on the individual holiday and the elements involved – your tailor-made agent will confirm the amount of deposit due before the booking is confirmed.
c) The date when the balance of the price of your travel arrangements must be paid will depend on the elements involved in your cruise holiday package. This is because different suppliers will require full payment at different stages. Your balance due date will be confirmed by your tailor-made agent, and will also appear on your booking confirmation. If the deposit/ and or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.
d) The fare for your Package can be varied due to changes in transportation costs such as fuel, scheduled air fares and other airline cost changes which are part of the contract between the airline (and their agents) and Princess, government action such as changes in VAT or any other government imposed changes and currency changes in relation to an exchange rate variation
c) All payments must be made in pounds sterling. There is NO charge to pay by Debit Card or Maestro/Switch. Credit Card payments by Visa & Mastercard incur a bank charge of 2.5% (American Express is 3.5%). Transactions will appear as www.CRUISE.co.uk Ltd. If you prefer to pay by cheque, please remember to quote your booking reference when forwarding your payment. Please make cheques payable to www.CRUISE.co.uk.Ltd.
4) If you change your booking
The Cruise Operator/Supplier reserves the right to make any changes to your booking. Please refer to the terms & conditions of the relevant cruise line brochure, a copy of which is available on request or online by visiting our website /holidays/cruise-line-terms-and-conditions. (for most Cruise Operators). www.CRUISE.co.uk reserves the right to make an amendment charge of £25 per person per change in addition to any Cruise Operator/Supplier charges for any voluntary amendments (if the amendment to any component of your trip is even possible)
Please note that some suppliers including scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% charge. We reserve the right to require the balance of the holiday price or any other sum due under the contract to be paid before we confirm the booking transfer. Where we do not impose such a condition, both the original passengers and the new passenger shall be responsible for the payment of any sum due to us and both shall also be responsible for obtaining any necessary travel documents.
5) Cancellations and refunds Your deposit is non-refundable and non-transferable. Should you need to cancel your tailor-made holiday before your balance due date, you will cancel at loss of the full amount of deposit paid. After your balance due date, your holiday will be cancelled at 100% loss. Cancellations can only be processed with written or email authorisation from the passengers travelling. Any refunds are subject to terms & conditions of your travel insurance policy. Please retain your www.CRUISE.co.uk booking confirmation, as you will need it if your travel arrangements are protected under a scheme of financial protection and you need to make a claim. www.CRUISE.co.uk can issue a cancellation invoice should you need it to make a claim against your travel insurance. Any applicable refunds may take up to 6 weeks to be processed.
6) If we change/cancel your holiday
a) It is unlikely that we will have to make any changes to your holiday but we do plan the arrangements many months in advance. Occasionally we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest opportunity. We also reserve the right in any circumstances to cancel your holiday. However we will not cancel your holiday less than 8 weeks before departure date, except for reasons of force majeure or by reason of your failure to pay the final balance of the price. Please note that carriers such as airlines may always be subject to change which shall be deemed as a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours or a change of airports to another in the same city or region, changes to aircraft type, change of accommodation/vessel to another of the same standard.
b) We reserve the right to make adjustments to the advertised itinerary to take into account passenger safety, comfort and enjoyment which may include weather conditions. The Master of the Ship/Captain of the aircraft must at all times have concern for the safety of his passengers and crew and therefore has overriding discretion at all times to act as he sees fit. In no circumstances shall we be liable for any consequence arising from adverse weather conditions experienced during your holiday.
c) On board cruises, sea areas controlled by vessel traffic, schemes, canals, rivers and other navigable waterways may be subject to delay due to operational circumstances and/or requirements of local authorities. We shall have no liability whatsoever in respect of any such delay. The Master of the Ship has the right to alter the itinerary in any way he sees fit and we cannot therefore be responsible for any failure to meet arrival/departure times for any port of call.
d) Named hotels are subject to availability and change, if we cannot offer you the exact hotel that was advertised either online, on an e shot or in a direct mail piece then we will try our best to offer a suitable alterntative that is like for like, ie same star rating, within the same area if possible, if the alternative hotel is more expensive then the cost will be passed on to you.
7) Flight or cruise cancellations/delays
a) Flights - Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delays. Full details of these rights will be available at EU airports and other airlines. Please note however, that reimbursement is the responsibility of the airline and does not entitle you to a refund of your holiday price from us.
b) Cruises - Occasionally cruise sailings have to be cancelled or terminated early for unforeseeable circumstances that are beyond either our or the cruise operators control. In such circumstances we have no liability other than to arrange to get you back to the UK at no cost to yourselves, this may be arranged directly by the cruise line or by ourselves. Cruise lines may make an ex-gratia payment in the form of cash and/or vouchers to be used against a future cruise and we will pass these on to you when received.
8) What’s included/not included a) Guarantee - if you have booked a cabin on a "GUARANTEE" (GTEE or GTY) basis, this means you will be allocated any cabin in the grade booked (where specified) or higher. You will normally receive a specific cabin number when the cruise tickets are issued or at the latest, when you board the ship.
b) Onboard Credit/Spend - if your booking includes any ONBOARD CREDIT per cabin or per person, this will be specified on the www.CRUISE.co.uk confirmation invoice.
c) Gratuities -- If you have pre-paid GRATUITIES, then these will be specified on the www.CRUISE.co.uk confirmation invoice.
d) Transfers - Any TRANSFERS that are included will be specified on the www.CRUISE.co.uk confirmation invoice.
e) Tours - Any TOURS / EXCURSIONS that are included will be specified on the www.CRUISE.co.uk confirmation invoice.
f) Porterage - Some hotels may charge a local "PORTERAGE" fee dependant on the number of bags checked in. e.g. typically more than 1 bag per person. If this has been pre-paid, it will be specified on the www.CRUISE.co.uk confirmation invoice
g) Local or Resort Tax - some cities or resorts charge a tax that is only payable locally. This is not included unless otherwise specified on your www.CRUISE.co.uk confirmation invoice.
h) Baggage on internal flights - Where we include internal flights some airlines do not allow us to pre book baggage at the time of booking the flights, this has to be paid for at time of check in and will be your responsibility as we do not include this charge in the price. We will advise you at the time of booking if this affects your holiday.
9) Travel Insurance
Cruise lines require passengers to have comprehensive travel insurance. www.CRUISE.co.uk can arrange your travel insurance cover. Please ask your Specialist Cruise Consultant for details. If you have purchased travel insurance through www.CRUISE.co.uk and our Insurance provider Holiday Extras Insurance, please read all the terms & conditions of the policy document. There is a 14 day "cooling off" period from the date of purchase, if you decide not to be covered through www.CRUISE.co.uk. If you have not purchased travel insurance through www.CRUISE.co.uk, alternative insurance arrangements should be made for all passengers travelling.
TRANSPORTATION It is your responsibility to ensure that you arrive in good time to board all flights or other methods of transportation. To assist you, we will notify you of the time by which you should arrive at all points of departure. If you miss a flight or other transportation we will try to arrange alternative transportation, but reserve the right to recover from you any costs we incur in making such arrangements.
Any rail, road and other departure times are supplied by the carriers. They are subject to inter alia, air traffic control restrictions, weather conditions, the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that departures will take place at the times shown on your tickets. The timings are estimates only. www.CRUISE.co.uk Ltd Limited does not have any liability to you for any delays that may arise. Further, your dealings with all carriers are subject to the conditions of the carrier, some of which may limit or exclude liability. Where we are in a position to do so, we will give you information before you book concerning the airline on which you will fly, your airport of destination and type of aircraft on which you will travel. However if any of these details change subsequently, and you choose to cancel as a result, our normal cancellation charges will apply. Any arrangements in the event of a delay will be at the sole discretion of the airline or other carrier involved.
10) Flights a) All flights are in Economy class (unless otherwise specified). Flight routings may be indirect or on a charter basis. The Tour Operator/Supplier/Airline reserves the right to make any amendments to the flight times and routings at any point.
b) A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en route for refuelling or to let passengers on/off if necessary.
11) Baggage Allowance Please see below for typical Scheduled & Charter (not low-cost carriers) flight checked-in baggage allowances which act as a rough guide only. Baggage allowances are imposed by the airline, so please refer to each individual airline for up-to-date information. However, even if baggage allowances do change, the applicable baggage allowance is determined by when the cruise operator or supplier issue the tickets, which is typically about 2 weeks before departure.
Economy = 1 piece of luggage per person max 20kgs (except British Airways & some Charter flights max 23kgs)
Premium Economy = 2 pieces of luggage per person or 1 piece of luggage with a higher max allowance
Business & First Class = 2 or 3 piece of luggage per person with varying higher max allowances.
Please note that some internal flights (e.g. in the USA) will typically incur a charge for baggage that is not included in the package cost (unless otherwise specified).
12) Cruise dining arrangements
Your meal sitting & table size (where specified) have been requested. Please be aware that these are on "a request basis" and not guaranteed. However, the cruise line will do all they can to accommodate every request.
13) Special requests
Any special request (where specified) has been requested. Please be aware that these are on "a request basis" and not guaranteed. However, the cruise line/operator/airline will do all they can to accommodate every request.
14) Accuracy of Promotional Material
All information contained in any of our promotional material, e.g. brochures, advertisements, mailshots, websites and e-shots, is based on information available at the time of publication. We reserve the right to change any information before your booking is confirmed and the amended information will then form part of your contract with us. Whilst every effort is made to ensure the accuracy and prices at the time of printing, regrettably errors do occasionally occur. We reserve the right to correct errors prior to confirming your booking.
15) Passport, Visa and Immigration
All passengers must have a full 10 year British Passport which is valid for 6 months after their return date. It is the responsibility of ALL non-British passport holders to ensure that they are in possession of a valid passport. Tel: 0300 222 0000 or visit http://www.passport.gov.uk/. We would strongly recommend visiting the Foreign and Commonwealth Office websitehttp://www.fco.gov.uk/en/travel-and-living-abroad for all the latest travel, health and VISA information if you are travelling to a destination outside the EU or the World Travel Guide http://www.worldtravelguide.net.It is especially important to check in plenty of time before your holiday as entry visas or permits may be necessary for certain destinations and it is the responsibility of the individual traveller to obtain. For preferential rates on visas, please contact CIBT at www.uk.cibt.com or call 0844 7360211, mentioning www.CRUISE.co.uk & Victoria Travel.If you are travelling to the USA, the days of filling out a green I-94 piece of paper (commonly known as the Visa Waiver form) on a plane for entry into the US have ended. You now need to fill in an online request to enter the States, at least three days before travelling (although you'll usually get a decision in minutes, it can take up to three days), otherwise you will be turned away at US immigration. The form is called the Electronic System for Travel Authorisation form or ESTA for short. The website address is https://esta.cbp.dhs.gov/esta. It's completely free plus the ESTA lasts two years (or until your passport expires), and only takes five minutes. Once the ESTA is out of date you need to reapply. The only method for this new procedure is online, so if you do not have internet access, you may need to get help from a friend, family member or colleague who can register online on your behalf.
16) Health and Vaccinations
It is especially important to check in plenty of time before your holiday, so please contact your G.P, practice nurse or travel health clinic for relevant health & vaccination requirements for your chosen destinations or check online at http://www.dh.gov.uk/travellers>. The EHIC has replaced the old E111. From 1 January 2006, E111s are no longer valid. The quickest and easiest way to get an EHIC is to apply online at www.ehic.org.uk/InternetPROD/home.do. The EHIC is normally valid for three to five years and covers any medical treatment that becomes necessary during your trip, because of either illness or an accident. The card gives access to state-provided medical treatment only, and you'll be treated on the same basis as an 'insured' person living in the country you're visiting. Remember, this might not cover all the things you'd expect to get free of charge from the NHS in the UK. You may have to make a contribution to the cost of your care, so travel insurance is highly recommended.
17) Conditions of Carriage
The carrier companies that provide the transportation for your travel arrangements produce conditions of carriage which form part of your contract both with us and with the carrier companies. You may ask for copies of the relevant conditions of carriage from our offices.
Excursion or other tours that you may choose to book or pay for independently before you travel or whilst you are on holiday are not part of your package holiday provided by us. For any such 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.
19) Behaviour You must not behave in a way that may cause distress or annoyance to others or may create the risk of danger or damage to property. If you are subject to arrest or prevented from travelling at the discretion of an airline or other transport providers, or if you are evicted from your accommodation at the discretion of the accommodation management, www.CRUISE.co.uk Ltd will not refund any portion of the cost of your holiday and www.CRUISE.co.uk.Ltd incurs any expense because of your behaviour, you will be obliged to compensate www.CRUISE.co.uk Ltd for those expenses.
20) Tickets Tickets and travel documents are normally supplied 7 to 10 days prior to departure. If you do not receive your tickets 7 days before departure please contact your consultant with whom you made the booking. Please check your travel documents carefully upon receipt, and advise us immediately of any error.
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