PACKAGE HOLIDAY BOOKING CONDITIONS

Key Points :-

  • You enter into a booking with us as soon as as we issue our Booking Confirmation Invoice.  If you then cancel, there will be cancellation charges. Initially, this may only be a deposit, but can go up to 100%

  • You can make changes to your booking in certain circumstances. We make a charge for this. We can change and cancel your booking. We’ll pay you compensation in certain circumstances.

  • We are responsible to you for providing your holiday but there are legal limits.

  • We are a member of ABTA & hold a CAA ATOL licence, which provides protection for your money.  

YOUR PACKAGE HOLIDAY BOOKING IS WITH www.CRUISE.co.uk Ltd.

Our Details

www.CRUISE.co.uk Ltd., Grosvenor House, Prospect Road, Redditch, Worcestershire, B97 4DL

1. Your holiday booking

1.1 A booking will exist as soon as as we issue our Booking Confirmation Invoice. This booking is made on the terms of these booking conditions. When you make a booking, you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions.

1.2 All holidays are subject to availability at the time of booking.

1.3 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.

1.4 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 may also be required.  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 you have received your www.CRUISE.co.uk confirmation invoice.

2. What’s included/not included                                                                                         

2.1 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.  

2.2 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.

2.3 Gratuities -- If you have pre-paid GRATUITIES, then these will be specified on the www.CRUISE.co.uk confirmation invoice.

2.4 Transfers - Any TRANSFERS between home, ports, airports and hotels, that are included will be specified on the www.CRUISE.co.uk confirmation invoice.

2.5 Tours - Any TOURS / EXCURSIONS that are included will be specified on the www.CRUISE.co.uk confirmation invoice.

2.6 Porterage - Some hotels may charge a local "PORTERAGE" fee. If this has been pre-paid, it will be specified on the www.CRUISE.co.uk confirmation invoice.

2.7 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.

2.8 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, so 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.

2.9 Cruise dining arrangements - Your meal sitting & table size (where specified) have been requested. Please be aware that these are on "a request basis" and are not guaranteed. However, the cruise line will do all they can to accommodate every request.

2.10 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/hotel will do all they can to accommodate every request.

3. Paying for Your Holiday

3.1 When you make your booking, you must pay a deposit or the full amount if the booking date is inside the balance due payment date. The amount of deposit due will depend on the individual holiday and the elements involved – your Specialist Cruise Consultant will confirm the amount of deposit due before the booking is confirmed.

3.2 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 also retain your deposit.

3.3 All payments must be made in pounds sterling. There is no charge to pay by Debit or Credit Card. Transactions will appear as www.CRUISE.co.uk. If you prefer to pay by cheque (for any payment except the deposit), please remember to quote your booking reference when forwarding your payment. Please make cheques payable to www.CRUISE.co.uk.

4. If You Cancel Your Holiday

4.1 The person who made your booking (lead name) may cancel your travel arrangements at any time. Written notification from the lead name must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below):

4.2 The cancellation charges as set out in the table above apply to all bookings except where a booking includes items or services where the supplier’s cancellation charges exceed those shown above. Please enquire at the time of booking as up to 100% cancellation charges may apply from the time of booking.

4.3 In the event of cancellation by some but not all party members, additional charges may be payable (for example, where a twin or double room will only be occupied by one person). Any such additional charges must be paid at the time of cancellation or with the balance of the cost of the arrangements as advised.

Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

4.4 You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.

5. If You Change Your Booking

5.1 If, after the www.CRUISE.co.uk confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example, your chosen departure date or accommodation, we will do our utmost to make these changes, but it may not always be possible. Any request for changes to be made must be in writing from the person who paid for the booking.

5.2 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)

5.3 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.

Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

6. If we cancel your booking

6.1 We reserve the right to cancel your booking. We will not cancel your booking after the balance due date (please refer to clause 3), except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance. Unavoidable and extraordinary circumstances, means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such events may include, but are not limited to, war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

6.2 If your holiday is cancelled, you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).

In the event a refund is paid to you, we will:

  1. provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.  

  2. pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).

This does not exclude you from claiming more if you are entitled to do so.

6.3 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, which may be arranged directly by the cruise line or by ourselves. Cruise lines may make an ex-gratia payment in the form of a refund and/or vouchers to be used against a future cruise and we will pass these on to you when received.

7. If we change your booking

Changes to the price

7.1 We can change your holiday price after you’ve booked, only in certain circumstances:

7.2 Changes in exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 days of your departure.

7.3 We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel:

7.3 (i) You must do so within the time period shown on your final invoice

7.3 (ii) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.

7.4 Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

Changes other than the price

7.5 It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.

7.6 The 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.

7.7 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/she sees fit. In no circumstances shall we be liable for any consequence arising from adverse weather conditions experienced during your holiday.

7.8 Onboard 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/she sees fit and we cannot, therefore, be responsible for any failure to meet arrival/departure times for any port of call.  

7.9 If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.

7.9 (i) We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.

7.9 (ii) If you choose to accept a refund:

  1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.  
  2. we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

7.10 The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

8. Our Liability to You

8.1 You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

8.2 Our liability, except in cases involving death, injury or illness, shall be limited to what you would receive under English law in an English court. Our liability will also be limited in accordance with and/or in an identical manner to

8.2 (i)) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and

8.2 (ii) 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 limit the amount of and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions.  

8.3 You can ask for copies of the travel service contractual terms, or the international conventions, from your sales agent. 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 will be publicised at EU airports and available from airlines. However, reimbursement in such cases 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 these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

8.4 If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

NB this entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

9. Protecting your money

9.1 We provide full financial protection for our package holidays.

9.1 (i) For flight-based holidays this is through our Air Travel Organiser’s Licence number 3385 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, Tel: +44(0)333 103 6350 email claims@caa.co.uk. 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 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.

9.1 (ii) When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA Ltd, 30 Park Street, London, SE1 9EQ.

10. ABTA

10.1 We are a Member of ABTA, membership number V4689. 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 the following website, http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

11. Complaints

11.1 If you have a complaint about any of the services included in your holiday, you must inform our resort representative or if no representative is available, then you must call your sales consultant.

11.2 If it is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department, www.CRUISE.co.uk, Grosvenor House, Prospect Hill, Redditch, B97 4DL, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint in resort we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 10 above on ABTA.

12. Additional assistance

12.1 If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.

13. Passport, Visa and Immigration Requirements

13.1 Your specific passport and visa requirements, 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.

13.2 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 atwww.cibtvisas.co.uk/cruise.co.uk or call 0844 7360211, mentioning www.CRUISE.co.uk & Victoria Travel.

14. Insurance

14.1 Cruise lines require passengers to have comprehensive travel insurance. 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 please read all the terms & conditions of the policy document.

14.2 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.

14.3 If you have not purchased travel insurance through www.CRUISE.co.uk, alternative insurance arrangements should be made for all passengers travelling and you must notify us with the policy details.

15. Excursions

15.1 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.

16. Law and jurisdiction

16.1 This booking is governed by English Law, and the jurisdiction of the English Courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.

17.  £1pp Low Deposit Offers & Payments

Low Deposit - General

17.1 www.CRUISE.co.uk may periodically offer customers a ‘low deposit’ option. Your Specialist Cruise Consultant will be able to advise on eligibility details at the time of enquiry.

17.2 When you choose this 'Low Deposit' option and make a low deposit payment, it means you (the Lead Name on the booking) have accepted these conditions for yourself and each member of your party.

17.3 In order to qualify & secure a booking for a low deposit offer, you must pay the ‘Low Deposit’ by debit or credit card.

Low Deposit - with the remainder of the Full Deposit paid by debit or credit card

17.4 The remainder of the Full Deposit amount and payment date will be advised by your Specialist Cruise Consultant.

17.5 If you make any changes to your booking PRIOR to the date on which the remainder of the full deposit has been paid, please be aware that this may affect the total amount of the remainder of the full deposit. If it does, then you agree to pay the amended amount of the remainder of the full deposit amount.Direct Debit Subscription Schedule and/or agree to a new mandate with a new Direct Debit payment schedule.

17.6 If you cancel your booking PRIOR to the date on which the remainder of the Full Deposit must be paid, you will still be liable to pay the remainder of the Full Deposit. You agree to this amount being processed through the same debit or credit card used for the low deposit payment.

Note - this amount is the minimum cancellation charge, which is the remaining deposit amount as required by the cruise line plus www.CRUISE.co.uk’s cancellation fee.

Low Deposit - with other payments through our Direct Debit Scheme

17.7 The remaining deposit amount and payment date will be advised by your Specialist Cruise Consultant and will be taken as the next payment of the Direct Debit Subscription schedule in monthly instalments

17.8 Your ‘Subscription Schedule’ will detail the payment dates and monthly instalments for your Direct Debit. You can specify the date of each month you prefer the direct debit schedule instalments to be taken (or it will be set up automatically) based on the final payment date for your booking less approximately 3 – 5 working days. E.g. the balance due date for the booking is 26th April 2020, the monthly direct debit payments will be taken on or around the 23rd of the month (to the nearest working day). These details will be advised by your Specialist Cruise Consultant and highlighted on the ‘Invoice Notes’ section of your www.CRUISE.co.uk Booking Confirmation Invoice.

17.9 If you make any changes to your booking BEFORE the balance of the full deposit has been paid, please be aware that this may affect the total amount of the remainder of the full deposit and/or the Direct Debit Payment Subscription Schedule. If it does, then you agree to pay amended Direct Debit Subscription Schedule and/or agree to a new mandate with a new Direct Debit payment schedule.

17.10 If you cancel your booking or cancel your direct debit PRIOR to the date on which the remainder of the Full Deposit must be paid, or default after that date, you will still be liable to pay the remainder of the Full Deposit. You agree to this amount being processed through the same debit or credit card used for the low deposit payment.

Note - this amount is the minimum cancellation charge, which is the remaining deposit amount as required by the cruise line plus www.CRUISE.co.uk’s cancellation fee.

17.11 You will be able to disregard any other ‘Balance Due’ communications other than the dates on your Direct Debit payment ‘Subscription Schedule.’

Failed Direct Debits Payments

17.12 We’ll attempt to collect your Direct Debit instalments on the date/s as per the payment
Subscription Schedule. If the first attempt at collecting an instalment isn’t successful for any
reason, we’ll make 3 further attempts to collect over the following 14-21 days. If we still can’t
collect payment, that particular instalment payment will be skipped. You’ll need to contact us to
make this final payment by a suitable alternative payment method and by your final balance due
date as shown on your www.CRUISE.co.uk Booking Confirmation Invoice. The remaining payments will
be collected as normal until the next failed payment and then the process will be followed as
above.

17.13 If you cancel your Direct Debit after the first instalment of the subscription schedule has
been processed, you must inform www.CRUISE.co.uk and advise how the remaining balance on your
booking will be paid.

17.14 If you cancel your Direct Debit, it cannot be reinstated and before a new direct debit
schedule is set up, a new Direct Debit mandate will need to be agreed.

Changes to your Direct Debit Payment Schedule

17.15 If you change your bank/current account provider, you will need to ask your new bank to
transfer your existing Direct Debit to your new account to ensure your payment instalments are
not missed. Please speak to your bank before contacting us. 

Changes to your Cruise Holiday

17.16 If you make any changes to your holiday, the following chart highlights the impact of applicable payments options:

17.17 If there are any other changes that do not appear on the above chart or you have any questions regarding your direct debit, then please contact www.CRUISE.co.uk.

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