Collineige Booking Conditions
PLEASE SEE ALSO OUR COVID 19 POLICY
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
1. he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
3. he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
4. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
PLEASE NOTE: We act in the following capacities, as a Principal in a ‘single service’ booking (i.e. an accommodation only booking) and as Agent.
Our obligations to you will therefore differ depending upon whether you book arrangements where we act as a Principal in the sale of a single service booking or as a booking agent to help you arrange or book holiday products sold by a third party tour operator/supplier (“Supplier/Principal”). Our differing obligations are set out below, in the following separate sections:
(A) Section A contains the conditions that will apply to all bookings you make with us;
(B) Section B contains the conditions that will apply where you make a single service booking with us, where we are acting as Principal (this section will apply where you have booked accommodation with us); and
(C) Section C contains the conditions which apply to agency bookings (this section will apply where we help you to arrange or book holiday products sold by a third party supplier/principal).
Where you have shown interest in additional services in destination, such booking will be subject to separate terms and conditions and your booking will be with the independent third party service provider of the additional service and will not be with Collineige. Such enquiries will not be considered a booking with us. You will be required to formally book and pay for such additional services in destination with the relevant Supplier/Principal.
SECTION A – APPLICABLE TO ALL BOOKINGS
1. Booking & Paying For Your Arrangements
An accommodation booking, where we act as Principal is made with us when:
a. you tell us that you would like to accept our written or verbal quotation;
b. you pay us a deposit of 35% of the cost of the arrangements (or if you are booking within 8 weeks of arrival, full payment is due at the time of booking);
c. unless agreed otherwise, you make payment of a Security Deposit (see clause 2); and
d. we issue you with a Confirmation Invoice
Where you book an additional service with us as Agent, a booking is made when you discuss with us what you would like to book, you make full payment of the services and we issue you with a Confirmation Invoice on behalf of the Supplier/Principal, where we are acting in an agency capacity (please see Section C for further details).
A binding contract between you and the Supplier/Principal (where we are acting as an Agent) or between you and us comes into existence when we despatch the Confirmation Invoice to the first named person on the booking.
Payments can be made using bank transfer or debit or credit card. Where requested and we have confirmed the option is available to you, card payments may also be made over the phone.
We reserve the right to return your deposit and decline to issue a Confirmation Invoice at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a Confirmation Invoice that will confirm the details of your booking and will be sent to you or your travel agent.
Upon receipt, if you believe that any details on your Confirmation Invoice or any other document are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out.
The balance of the cost of your arrangements (including any applicable surcharge) is due not less than 8 weeks prior to scheduled arrival. Where you have agreed to do so, in writing, we may charge your card automatically for the final balance. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case we shall retain your deposit.
2. Security Deposit
The accommodation that we offer may require a refundable Security Deposit that is payable by you as a deposit towards any damage that may be caused to the accommodation (or its facilities) due to the conduct of you, any member of your party or any other person authorised to enter the accommodation by you / a member of your party. You acknowledge and agree that you are required to provide the Security Deposit as part of the check-in process.
Deductions for unacceptable state: If you leave the accommodation in an unreasonable state, which requires additional cleaning services over and above what is generally required at the conclusion of a stay at the accommodation, we reserve the right to make a deduction from the Security Deposit equal to the additional cleaning costs we incur.
Deductions for damage: We will undertake a thorough check of the accommodation after your departure and prior to our next guests checking-in. If you or any member of your party cause damage to the accommodation or anything within the accommodation, we will advise you as soon as possible of any damage discovered and we reserve the right to make a deduction from the Security Deposit equal to the repairing costs that we incur.
We understand that accidents happen and we will not make any claims for damage or breakages we consider to be minor. We will always be reasonable in determining whether to make a deduction to the Security Deposit and we/they will not make a deduction prior to giving you reasonable time to respond, in the event of a dispute we will retain your card details until a resolution is reached.
Returning the Security Deposit: After your departure from the accommodation we will let you know of any deductions we propose to make from your Security Deposit. We will refund the remaining Security Deposit to the card used to made payment.
We endeavour to ensure that all the information, translations and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices, star ratings, minor transfer timetables (see clause 13) and other details in such circumstances. You must check the current price and all other details relating to the travel arrangements that you wish to book before you make your booking.
The price of your travel arrangements has been calculated using exchange rates quoted in “Oanda” in relation to the following currencies: Euros. We reserve the right to amend advertised prices at any time, in particular those listed on our website. We also reserve the right to correct errors in both advertised and confirmed prices. You must check the price of your chosen travel arrangements at the time of booking.
Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers winter sports and all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Where necessary, your insurance policy must include provisions, covering you for (but not limited to) the following situations:
a) For UK residents your unexpired EHIC (European Health Insurance Card) or the new GHIC still offer some medical cover for UK citizens, but we strongly advise that you take out adequate insurance for your trip, to cover you against cancellation, medical expenses, loss or damage to baggage and other risks whilst abroad.
b) Where you have been diagnosed with Covid-19 before departure and are no longer able to travel;
c) Where you have been in contact with someone that has been diagnosed with Covid-19 and need to self-isolate;
d) Where you have been contacted by NHS Test and Trace (or your national or local test and trace systems) and you are required to self-isolate;
e) You have been diagnosed during your tour or have otherwise came in contract with someone who has been diagnosed with Covid-19 and you are now required to self-isolate. Your insurance policy should cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate whilst abroad.
f) You live in a place that has imposed lockdown restrictions; and
g) The hotel or destination you are travelling to have imposed lockdown restrictions.
6. Events Beyond Our Control
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Events Beyond Our Control. For the purpose of these Booking Conditions, this means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, global epidemics or pandemics (including, but not limited to the ongoing effects of Covid-19 or any new strain of the coronavirus), or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including any port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport, traffic congestion/restrictions and all similar events out of our or the supplier(s) concerned’s control.
Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports etc. Please rest assured that this is something we will continue to monitor and will advise our guests as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, any such changes would be treated as Events Beyond Our Control, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
7. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at the accommodation / chalet, catering, minor transfer, early check in / late check out etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your booking confirmation or any other documentation is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. We do not accept bookings that are conditional upon any special request being met.
The facilities offered at the accommodation / chalet, including but not limited to housekeeping, linen, towels, hot tub, sauna, welcome drinks, meals as noted on your Confirmation Invoice, are intrinsically part of the accommodation services of Collineige and are not considered separate single services themselves.
9. Disabilities and Medical Problems
We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your holiday, please provide us with full details before your booking is confirmed so that we can try to advise you as to the suitability of your chosen travel arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen arrangements.
Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
10. Visa, Passport and Health Requirements
Although Collineige do not sell flights, we would like to make you aware that it is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure
You should obtain an EHIC card, if applicable, prior to departure.
Up to date travel advice, for customers based in the United Kingdom, can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.
Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
11. Your Behaviour
All our guests are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any accommodation / chalet manager or host, representative or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other guests or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation / chalet or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation / chalet or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the accommodation / chalet manager or representative or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
Please note: we will monitor and implement any additional Covid-19 guidance or laws issued by local or national government in relation to the safe and effective delivery of services. We reserve the right to remove you from the accommodation / chalets should you not adhere to such guidance.
Smoking: You will understand that as most of our accommodation is made from wood or similar materials, we operate a strict no smoking policy in and around all of our resort and accommodation. You must not smoke in these areas. Due to the danger of fire, where you are found in breach of this no smoking policy, your actions will be considered “dangerous” and dealt with in accordance with the first paragraph of this clause.
12. Conditions of Suppliers
Many of the arrangements which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
13. Minor Transfers Arrangements
If available, you may have the choice to add a minor transfer to your single service arrangement booking, departing from your arrival airport or train station and arriving at your chosen accommodation / chalet or, a minor transfer to the ski slopes. Such minor transfer is intrinsically part of your arrangements. If you would like to add a minor transfer to your booking (either to/from the airport, or, to the slopes), please contact us at our registered office, on (+44)01483 579242, at email@example.com, or contact one of our staff members in resort and we will be able to advise whether we can reserve a minor transfer slot for you. All minor transfers are subject to availability.
Where your incoming flight, trains or other transport is delayed for more than 30 minutes, we will make every effort possible to hold the minor transfer, but there is no guarantee to keep your minor transfer slot. In these circumstances, where flights are excessively delayed, we or the minor transfer supplier may continue without you and you will lose your minor transfer slot. We accept no responsibility for any delays or losses suffered in relation to minor transfers, as a result of Events Beyond Our Control (see clause 6).
14. Excursions and extras
Excursions and other extras such as skiing, snowboarding, ski lessons, lift passes or other tours that you may choose to book or pay for whilst you are staying at the accommodation / chalet are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. Although we may recommend certain suppliers to you (e.g. ski hire, ski lessons, lift passes), 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.
15. Cutting Your Arrangements Short
If you are forced to return home early, we cannot refund the cost of any arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
16. Law and Jurisdiction
These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).
17. Foreign Office Advice
You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Events Beyond Our Control (see clause 6).
SECTION B: SINGLE SERVICE, PRINCIPAL BOOKINGS
This section applies to all Single Service bookings that you make with us (e.g. an accommodation only booking) when we are acting in a Principal capacity. Please read this section in conjunction with Section A of these Booking Conditions.
18. If You Transfer, Change or Cancel Your Booking
Transfers: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
a. that person is introduced by you and satisfies all the conditions applicable to the arrangements;
b. we are notified not less than 28 days before arrival;
c. you pay any outstanding balance payment, an amendment fee of £100 per person transferring, as well as any additional fees, charges or other costs arising from the transfer including all costs and charges incurred by us and/or incurred or imposed by any of our suppliers; and
d. the transferee agrees to these booking conditions and all other terms of the contract between us.
You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in this clause 18 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for customers not travelling or for unused services.
Changes: If you wish to change any part of your booking after our booking confirmation has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £100 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the arrival date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you.
Note: Certain single service arrangements may not be changeable after confirmation and any alteration may result in a cancellation charge of 100%.
Cancellations: If you, or any member of your party, decides to cancel your booking after it has been confirmed, the first named person on the booking must email us at our offices or, where necessary, by email at . Your notice of cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it. Email is an acceptable method of notice in writing, however we would recommend the use of ‘read receipts’ where possible. Where you choose to correspond with us by email, you accept that our responses and all future correspondence shall also be by email.
Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.
Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows (the cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling):
Period before arrival date within which notification is received
More than 8 weeks prior to arrival
Between 5 and 8 weeks prior to arrival
45% of the cost of the booking
Between 3 and 5 weeks prior to arrival
60% of the cost of the booking
Between 2 and 3 weeks prior to arrival
80% of the cost of the booking
Less than 2 weeks prior to arrival
100% of the cost of the booking
Please note that amendment charges are not refundable in any circumstances.
Certain arrangements may not be amended or transferred after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% for that part of the arrangements in addition to the charges above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance provider. Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
19. If We Change or Cancel Your Booking
We may in certain circumstances be required to cancel your booking prior to your arrival in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
Very rarely, we may be forced by Events Beyond Our Control (see clause 6) to change or cancel your travel service(s) after your arrival at the accommodation / chalet in which case we will offer you alternative arrangements or a postponement of your booking. We are unable to offer refunds in the event of an Events Beyond Our Control however, where this is your preference, we will endeavour to refund you to the extent we are able to (i) reclaim payments made to suppliers or (ii) resell the arrangements. You must notify us of your choice within the deadline notified to you. If you fail to do so we will assume that you have chosen to accept the alternative arrangements or a postponement.
If this situation does occur, we regret we will be unable to pay you compensation or meet any costs or expenses you incur as a result.
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. the Collineige representative) immediately who will endeavour to put things right.
If your complaint is not resolved locally, please contact a senior member of the Collineige staff in the resort. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our head office within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect our and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
21. Our Responsibilities For Your Booking
(1) Subject to the remainder of this clause, we have a duty to either select the suppliers of the services making up your booking with us with reasonable skill and care (where we use the services of third party suppliers to provide your booking) or to provide the services you have booked with reasonable skill and care (where we are performing those services). We have no liability to you except in cases where it is proved that we have breached that duty and damage to you has been caused.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
(a) the act(s) and/or omission(s) of the person(s) affected; or
(b) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
(c) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.
(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
(6) Please note, we cannot accept any liability for any damage, loss of expense or other sum(s) of any description: (a) 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 (b) relate to any business.
(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our marketing materials or website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
SECTION C: AGENCY BOOKINGS
This section applies to bookings we make for you when acting as Agent. Please read this section in conjunction with Section A of these Booking Conditions.
22. Your Contract with the Supplier/Principal
Where we act as Agent, we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. ski hire / ski lesson provider) of your chosen arrangements, as specified in your confirmation invoice.
As an Agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. The Supplier/Principal’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
You must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier/Principal who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions.
Except where otherwise stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for arrangements will be held on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with them.
24. Changes and Cancellations by You
Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Arrangements.
The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure). In addition, you must pay us an administration fee of £100 per booking for any amendments to bookings and an administration fee of £100 for cancellations. We will notify you of the exact charges at the time of amendment or cancellation.
25. Changes and Cancellations by the Supplier/Principal
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed arrangements or to cancel them. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier but we accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.
26. Our Responsibility for your Booking
Your contract is with the Supplier/Principal and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
Because the contract for your arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them. If you have a problem with your arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you.
If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.
Updated April 2022