Principle Booking Terms & Conditions

Our Holiday Centre is a trading name of Arrivia Europe Ltd., a company registered in England under company number 03793955, whose registered office is at Belmont House, 2nd Floor - Unit 3, 148 Belmont Road, Uxbridge, England, UB8 1QS. (“ICE”). The following Booking Conditions, together with our Privacy Policy, Terms of Use and the General Information found in our publications and on our website, form the basis of your contract with Arrivia (“contract”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions, “you” and “your” means all persons named on the Booking Form (including anyone who is added or substituted at a later date). “We”, “us” and “our” means ICE. We may from time to time need to amend the terms of this contract with you. In the event we do materially amend the terms of this contract we will send you and email to the email address you have provided us with in the Booking Form, notifying you of these changes. If you no longer wish to proceed with the booking on these revised terms, you may cancel this contract with us and receive a refund of any monies that you have paid to us under the contract for services or products you have not yet received. Any minor amendments to this contract will be posted on the website and you will receive a 'pop-up' the next time you access our Website notifying you of such changes.

Bookings are made either over the telephone, by email or via our website. We will take details of your proposed booking by telephone, email or via our website from the Party Leader (as defined in section 1 below), who makes the booking on behalf of the whole group. Travel products and services are subject to availability.

PRINCIPAL TERMS

1. Introduction

We will process your Hotel and Single Element bookings as a Principal in accordance with these Booking Terms and Conditions. However, we do not provide any financial protection for single element bookings such as Hotel. If you book a pre-arranged combination of at least two out of the following: (a) transport, (b) accommodation or (c) other tourist services (not ancillary to any of (a) or (b) above), which last at least 24 hours or include overnight accommodation, and the bookings (i) form a significant part of the arrangements through us, (ii) are booked at the same time, and (iii) you pay an inclusive price to us, then once your package holiday has been confirmed, Arrivia will accept responsibility for it in accordance with the terms below.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations. Therefore, you will benefit from all EU rights applying to packages. Arrivia will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Arrivia has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent. Arrivia has taken out insolvency protection with ABTA – The Travel Agency. Travellers may contact ABTA at 30 Park Street, London SE1 9EQ; claims@abta.co.uk; 0203117 0539 if the services are denied because of Our Holiday Centre’s insolvency. Note: This insolvency protection does not cover contracts with parties other than between you and Us, which can be performed despite insolvency.

Website address where the Package Travel and Linked Travel Arrangements Regulations of 2018 can be found here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents

More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found here:  https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/2/part/2”

2. Making your booking

The person making the booking will be deemed to be the Party Leader. The Party Leader must be at least 18 years old and must be authorised to make the booking on the basis of this contract by all persons named on the Booking Form. In making the booking the Party Leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Terms and Conditions and the terms of our Privacy Policy. The Party Leader is responsible for making payments due to us. You must also make the payments specified in clause 3 at the time of booking. The payment specified in clause 3 below set out the total price of the package inclusive of all taxes and any additional fees.  Once we have received your booking and all appropriate payments, we will confirm your arrangements by issuing a confirmation invoice. This invoice will be sent to the Party Leader (the Booking Confirmation). At this point a legally binding contract is formed between you and us. You must check this Booking Confirmation carefully as soon as you receive it. When we make a booking for you, we use the details you have provided to us, therefore it is important that all the names, addresses and dates for travel that you have provided to us are correct. Contact us immediately if any information which appears on the Booking Confirmation or any other document appears to be incorrect or incomplete, as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy in any Booking Confirmation within fourteen (14) days of our sending it out.

3. Payment

You must make payment in full at the time of booking if your booking is made within 90 days of departure, or if your booking is for a scheduled flight only. In all other circumstances, in order to confirm your chosen arrangements, you must pay a deposit, per person  at the time of booking the amount of which will be disclosed at the time of booking. The balance of the cost of your arrangements must be received by us not less than 90 days prior to departure. The departure date will be shown on the Booking Confirmation.

We are unable to send to you reminders of when your final payment is due and it is your responsibility to ensure that you make any remaining payments before 90 days prior departure. If we do not receive all payments due (including any surcharge imposed by the cruise operators to take into consideration increased fuel costs) in full and on time we reserve the right to treat your booking as cancelled.

If you fail to make full payment for your booking by the final payment date, and we treat your booking as being cancelled, you may be responsible for a cancellation charge, the sum of which is set out in clause 6 of these Booking Terms. We may not provide a refund of any monies paid, depending on how close you are at the time of departure.  As part of your booking, we will need to enter into various agreements with other travel suppliers (for example airlines, hotels, car rental agencies) on your behalf. These travel suppliers have their own cancellation charges and policies in relation to their terms of booking which we are required to comply with. We would strongly recommend that before you making a booking via our website, that you review these additional terms and conditions.

We shall process your payments either over the telephone, or online if you are making a booking through our website and making payment through our online mechanism provided by our third party supplier Payment Manager. We may store details of your payment method in accordance with our Privacy Policy (securely using SSL encryption), however we shall not take any payments from your credit or debit card unless we have your authority to do so and the appropriate authorisation provided by you.

4.  The Cost of Your Arrangements

We strive to make sure that the prices advertised on our website are correct and up to date. However, the prices of flights, hotels and other booking elements do fluctuate on a day-to-day basis and sometimes there may be an error in the price advertised on our website. We will notify you of any changes to the price prior to the time your booking arrangements are confirmed in the Booking Confirmation. If you do not wish to proceed at the revised price, you may cancel your booking and no payments will be taken from your chosen method of payment. If you do wish to proceed at the revised price the price of your chosen arrangements will be confirmed in the Booking Confirmation.

We can only change your holiday price after you’ve booked in the following circumstances:

  • Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources,
  • the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports change;, or
  • exchange rates mean that the price of your travel arrangements may change after you have booked.

However, we will make no change within 20 days of your departure.

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, (excluding insurance premiums and any amendment charges), you will be entitled to choose one of options  set out in clause 8(a) (i) – (iii) below.

Although insurance (where purchased through us) does not form part of your contract with us, we will consider an appropriate refund of any insurance premiums you have paid to us in the event of cancellation or purchase of an alternative holiday if you can show you are unable to use/reuse or transfer your insurance policy.

You have fourteen (14) days from the issue date printed on the updated invoice to tell us whether you want to choose option (ii) or (iii) as set out in clause 8(a) below. If you do not tell us that you wish to choose either of these options within this period of time, the surcharge will be payable. Any surcharge must be paid with the balance of the cost of the arrangements, or within fourteen (14) days of the issue date printed on the surcharge invoice, whichever is the later. Should the price of your Booking go down due the changes mentioned above by more than 2% of your holiday cost, then any refund due will be paid to you using the same payment method you provided to us. However, 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. The cost of your booking is calculated using exchange rates quoted in the Financial Times Guide to World Currencies as at the date of booking.

5.  Changes by you and Transfers

Should you wish to make any changes to your confirmed arrangements, you must notify us as soon as possible. Whilst we will endeavour to assist, we cannot guarantee any such requests will be met. Please note that requested changes may incur an additional fee of up to 10% of the cost of the holiday in certain circumstances, and/or if the Travel Supplier applies such a charge in order to comply with the change. Where your requested changes can be met, we will charge an amendment fee of £15 per person/per booking (or the equivalent amount in € or your local currency) to cover our administrative costs of making such amendments.

We may be able to transfer a booking to another person, providing such a request is made on reasonable notice to Arrivia and in any event no later than 7 days before departure. You or the person you are transferring the booking to must also pay any sums due before a transfer is authorized, and the person you are transferring the booking to must agrees to these Booking Terms and Conditions. In order to complete a transfer your request must be received in writing as soon as possible with full details of the transferee, documentary proof and a payment of £15 per person to cover our administrative costs of amending the booking.

If the Travel Supplier of your travel arrangements needs to cancel or amend any part of your travel arrangements, then they shall notify us in writing and we shall inform you as soon as we have received notice from the Travel Supplier.

Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. We will notify you of this at the time of booking.

6.  Cancellation by you

Should you or any other member of your party need to cancel your chosen arrangements once they have been confirmed, the Party Leader must immediately advise us in writing at our offices at Belmont House, 2nd Floor - Unit 3, 148 Belmont Road, Uxbridge, England, UB8 1QS or the phone number provided on your Booking Confirmation. Your notice of cancellation will only be effective when it is received in writing by us. Our cancellation charges (which reflect the genuine cost to us), or any cancellation charges that are imposed by a travel supplier will be notified to you at the time of booking and in the Booking Confirmation. These charges will be due and payable upon cancellation of a booking pursuant to this section 6. Please note that insurance premiums and amendment charges are not refundable in the event of cancellation.

Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges set out in the table below and up to the maximum shown on your Booking Confirmation. Please note that if the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

Time period prior to departure date calculated from when written cancellation is received

Sum of cancellation charge per person

More than 90 days

Deposit only

Between 90 – 57 days

55% of the total cost of the booking, or the deposit, whichever is greater

Between 56 – 42 days

75% of the total cost of the booking, or the or deposit, whichever is greater

Between 41 – 14 days

90% of the total cost of the booking, or the or deposit, whichever is greater

Less than 13 days

100% of total booking cost

The above cancellation charges are based on the expected cost savings and income from alternative deployment of travel services. For example our ability to sell parts of the holiday package to another traveler or any costs which cannot be recovered on cancellation such as economy plane tickets.

Any refund which may be due to you as a result of a cancellation under this section 6 shall be made to the bank account you provided when you booked the holiday within 14 days of the date of termination.

7. Insurance

We consider adequate travel insurance to be essential and it is a condition of your contract with us for your holiday booking that necessary travel insurance is in place. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. Please read your policy details carefully and take it with you on your holiday.

8.  Other Changes and Cancellations

(a)  Arrivia Booking

We start planning the arrangements we offer many months in advance. Occasionally, we have to make changes to and correct errors in published and other details both before and after bookings have been confirmed, and sometimes have to cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. Most changes are minor, though occasionally we have to make a Significant Change. “Significant Changes” include but are not limited to the following:

(i) changes when made before departure:

(ii)  a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away;

(iii)  a change of outward departure time or overall length of time you are away of twelve or more hours; or,

(iv) a change of departure point to one which is more inconvenient for you (a change between airports within or around the same city) is not a Significant Change.

If we have to make a Significant Change or cancel your Booking, we will tell you as soon as possible via the contact information provided to us. We will not make a Significant Change later than eight (8) weeks prior to your departure date, unless in circumstances of extra ordinary (as defined in clause 9). If there is time to do so before departure, we will offer you the choice of the following options:

(i) accepting the changed arrangements; or

(ii) purchasing alternative arrangements from us, of a similar standard to that originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference); or

(iii)  cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.

Please note, the above options are not available where any change made is a minor one, such as changes to the actual airline after you have received your tickets, for which you will be notified as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. If we have to make a Significant Change and as a result you elect to cancel after the date on which the balance of the cost of your arrangements is due we may pay you compensation as set out in the table below:

Period before departure when compensation is payable per person (excluding infants under two years old on the return date of travel):

Sum of compensation per person

More than 90 days

Nil

Between 90–42 days

£20

Between 41–28 days

£30

Between 27–15 days

£40

Between 14–0 days

£50

Payment of compensation above is subject to the following exceptions:

– Compensation will not be payable where we are forced to make a change or cancel due to an extra ordinary circumstance (as defined in clause 9).

– 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 Terms and Conditions entitling us to cancel (such as paying on time).

The compensation that we offer does not exclude you from claiming more if you are entitled to do so, subject to the provisions set out in clause 10 below. In all cases, our liability for Significant Changes and cancellations is limited to offering you the above-mentioned options and, if applicable, compensation payments. No compensation is payable for minor changes or where we make a Significant Change or cancel before the date on which the balance of your arrangements is due. Very rarely, we may be forced by extraordinary circumstances (see clause 9) to change or terminate your arrangements 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 for services already provided and shall not be required to pay you any compensation or meet any costs or expenses you incur as a result.

9.  Unavoidable and Extraordinary Circumstances

Except where otherwise expressly stated in these Booking Terms and Conditions, we cannot pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of an unavoidable and extraordinary circumstance, which we may have called an extra ordinary circumstance event elsewhere in these Booking Terms and Conditions. In these Booking Terms and Conditions, “an unavoidable and extraordinary circumstance” means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

10.  Our Liability to You as a Principal

We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:

  • where the accommodation cannot be provided as booked due to unavoidable and extraordinary circumstances.
  • where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
  • where you incur any loss or damage that relates to any business activity.
  • where any loss or damage relates to any services which do not form part of our contract with you.
  • where any loss is as a result of your own behaviour (e.g. failing to check-in on time).

If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your package (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected the cost of your package. This limit does not apply to cases involving death or injury caused by Us.

Further, Arrivia accepts no liability for the acts and omissions of any third parties providing products or services to you or members of your holiday party outside the scope of your booking.

Where any claim or part of a claim concerns or is based on any single element travel arrangements (including the process of getting on and off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you shall be limited to the amount paid for such booking, subject to the applicable international convention(s) or regulations.

You must provide us and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18 years old, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

11. COUNTRY SPECIFIC RULES

The following table sets out additional rules that apply to bookings made in certain countries across Europe. The information contained in the table below will apply instead of any conflicting term in these Principal Booking Terms.

Country

Specific provisions

Finland

The following cancellation charges will apply instead of the charges set out in the table at section 6 above.

Period before departure when compensation is payable per person (excluding infants under two years old on the return date of travel):

Cancellation charge

More than 45 days

Nil

Between 45–21 days

The total Booking Fee

Between 21–7 days

50% of the total price of the package stated on the Booking Confirmation

Between 7– 3 days

75% of the total price of the package stated on the Booking Confirmation

Between 0-3 days

95% of the total price of the package stated on the Booking Confirmation

Germany

If you consider that our cancellation charges set out in clause 6 of the Principal Term are disproportionate and exceed the damage we have suffered because of your cancellation, you are entitled to submit to us evidence of the damage you consider we have suffered.  We will review your allegations and if we consider they are accurate charge you the lower amount.

Denmark

We will send a reminder prior to final payment being due.

Portugal

In the event you make a booking with us either via telephone or via our website, you are entitled to change your mind within 14 days of making such booking. If you decide to change your mind, you must contact us and tell us that you are cancelling your holiday and we will refund to you the Booking Fee. In certain circumstances, we may be required to use part of the Booking Fee to hold flights or accommodation on your behalf within the first 14 days of your booking. We are entitled to deduct such costs from the monies we refund you. 

In the event of any unavoidable or extraordinary circumstances (as further explained in clause 9 of the Principal Terms) we will reimburse to you any payments already made to us.

France

[We are a registered travel agency in France. Our registration number can be obtained from Atout France]

In the event of any unavoidable or extraordinary circumstances occurs whilst you are on holiday (as further explained in clause 9 of the Principal Terms) we will reimburse to you any necessary accommodation of the equivalent category for a period not exceeding three nights per traveler.

Belgium

Any changes to the terms of the contract between us will be notified to you via email. If you do not agree to the changes you may terminate the contract and receive a refund for any monies paid.

The insurance obligations explained at clause 7 of the Principal Terms are not compulsory, however we would strongly recommend that you obtain some as certain travel suppliers may require it.

GENERAL TERMS AND CONDITIONS

  1.  Complaints and problems with OUR HOLIDAY CENTRE

    In the unlikely event that you have any reason to complain or experience any problems with your arrangements whilst away, you must immediately inform our representative (if there is one) and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative (if there is one) and the supplier as soon as possible. Details of our representative and their contact information is available on your Booking Confirmation. Until we know about a problem or complaint, we or the supplier cannot begin to resolve it. If you are still not satisfied, you must write to us within 28 days of your return to the UK giving your booking reference, your contact details and full details of your complaint in order to adequately and timely address your complaint. For all complaints and claims where you do not timely notify us, which do not involve death, personal injury or illness, Our ability to assist you may be limited.

  2. Arbitration

    ICE is a member of ABTA, the Travel Association (ABTA membership no. Y1932). ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan.

    We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct or the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ, telephone: 0203 117 0500 or visit www.abta.com. 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, you can 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. The ABTA scheme can deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and statement of claim must be received by the Chartered Trading Standards Institute within 18 months of the date of return from the holiday. Outside this time limit arbitration under the ABTA scheme may still be available if we agree, although the ABTA Code does not require such agreement.

    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 notifying us of your complaint; it will not determine how your complaint should be resolved. This scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences.

  3. Behaviour

    When you book with or through 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 direct at the time to the supplier of any travel services that combine an Arrivia booking or to the appropriate travel supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.

  4. Conditions of suppliers

    Many of the services which make up your arrangements are provided by independent suppliers. The suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

  5. Special requests and medical problems

    If you have any special request, 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. 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 problem or disability which may affect your arrangements, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details. Depending on how close to departure of your booking you inform us of such medical problems or disabilities cancellation charges may apply.

  6. Passports, visas and health requirements

    You are responsible for ensuring that you hold a valid passport, visa and all other requirements for your proposed destination and for ensuring that you are fit to travel and have taken the appropriate steps to ensure you have had all the necessary vaccinations and inoculations prior to departure – such requirements may change, so you must check the appropriate authorities for the most up-to-date requirements in good time before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. You must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalties being imposed on us, you will be responsible for reimbursing us accordingly.

    Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact your Passport Office or other applicable governmental body.

  7. Accuracy of Prices and other published details

    Please note, the published information and prices may have changed by the time you come to book your arrangements. Whilst every effort is made to ensure the accuracy of such information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking. Where we act only as agent to the travel supplier we will have no responsibility for any errors in any documentation, including pricing errors except where those errors were made by ourselves.

  8. Delay

    Under Regulation (EC) No. 261/2004 (“Regulations”), common rules have been established on compensation and assistance to passengers for denied boarding and cancellation of or long delay to flights. In the event that your flight is delayed or cancelled or you are denied boarding and wish to claim compensation under the Regulations, you have the right (in some circumstances) to make a claim directly against the 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. Reimbursement in such cases is the responsibility of the airline and you will not automatically be entitled to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 6. If your airline does not comply with these rules visit http://www.caa.co.uk/Passengers/Resolving-travel-problems/ for advice on how to complain.

  9. Safety standards

    Please note that we aim to encourage the appropriate levels of safety standards from the businesses providing the services abroad. However, these businesses are subject to local and national laws of the country in which they operate and often the safety requirements and standards are generally lower than in the EEA.

  10. Flights

    The flight timings given on booking are for general guidance only and are subject to change. The latest timings will be shown on your confirmation invoice. However, the actual flight times will be those shown on your tickets which will be dispatched to you approximately two (2) weeks before departure. You must check your tickets very carefully immediately on receipt to ensure you have the correct 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. We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight included in your holiday prior to booking. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our normal charges.

    In accordance with EU Regulation 2111/2005 we are required to advise you on the actual carrier operating your flight/connecting flight/transfer and we do this by listing carriers to be used or likely to be used on our website or in our publication materials. Any changes to actual airlines after you have received your tickets will be notified to you are soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than twelve (12) hours and changes to aircraft type.

  11. Variations

    ICE may assign these Booking Terms and Conditions to any third party and any such assignment shall be binding on customers. In the event that Arrivia needs to assign the booking to any third-party, the third-party will be a member of ATBA and capable of fulfilling your holiday.

  12.   Governing law and disputes

    Except where the dispute is referred to arbitration, these Booking Terms and Conditions shall be governed by and be construed in accordance with English Law and the English Courts. You may however choose the law and jurisdiction of the country you are reside in if you wish to do so. In cases of conflict or inconsistency, where these Booking Terms and Conditions are translated into a language other than English, the English text shall prevail.

  13. Data Protection and Privacy

    We shall process any personal data you provide to us for the purpose of providing you with the products and services you have requested and in accordance with our Privacy Notice. We may also record or monitor telephone calls to and from us for staff training and quality control purposes.

  14. Country Specific Rules

    The following table sets out additional rules that apply to bookings made in certain countries across Europe. The information contained in the table below will apply instead of any conflicting term in these General Terms and Conditions

    Country

    Specific provisions

    Germany

    The times set out in section 1 of the General Terms and Conditions shall not apply and instead a 2 year time period shall apply from the date you return from your trip.

    Section 13 of the General Terms and Conditions will be amended in so far that we shall seek your consent to record any telephone call.

    Denmark

    We will send a reminder prior to final payment being due.

    Spain

    The limitation of liability provisions in section 10 of the General Terms and Conditions will not apply to booking made by Spanish customers.

    The times set out in section 1 of the General Terms and Conditions shall not apply and instead a 2 year time period shall apply from the date you return from your trip.

    In the case of any airline delays (as further set out in section 8 of the General Terms and Conditions) you are not required to bring a claim directly against the airline, and may contact us directly regarding such delay.

    Portugal

    In the event you make a booking with us either via telephone or via our website, you are entitled to change your mind within 14 days of making such booking. If you decide to change your mind, you must contact us and tell us that you are cancelling your holiday and we will refund to you the Booking Fee. In certain circumstances, we may be required to use part of the Booking Fee to hold flights or accommodation on your behalf within the first 14 days of your booking. We are entitled to deduct such costs from the monies we refund you. 

    Belgium

    Section 12 of the General Terms and Conditions which relates to the time you can bring a claim against us is amended to include a requirement to bring any claims within 2 years from the date of booking (this date can be found on your Booking Confirmation).


STAY SAFE AND HEALTHY ABROAD
The Foreign & Commonwealth Office and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad.
For the latest travel advice including security and local laws, plus passport and visa information, please visit http://www.gov.uk/foreign-travel-advice
The advice can change so check regularly for updates.