| Your Financial Security |
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The air holidays and flights in this brochure are
protected by ATOL, since we hold an Air Travel
Organiser’s Licence granted by the Civil Aviation
Authority. Our ATOL number is ATOL 5744. In the
worst-case scenario, the CAA will ensure that you are
not stranded abroad and will arrange to refund any
money you have paid to us for an advance booking.
For further information, visit the ATOL website at
www.atol.org.uk. Holidays excluding flights are
protected by the Association of British Travel Agents
(ABTA) and our ABTA numbers are J5618/W5490.
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| Payment For Your Holiday |
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A completed booking form and deposit of £150 per
person, or 10% of the total holiday cost, whichever
is the greater amount, is required. Certain holidays
require a higher deposit, or full payment, which
will be advised at the time of booking. If you are
booking within 10 weeks of departure, full payment
is required. The balance due as shown on your invoice
must be paid to us no later than 10 weeks before
your departure. If you fail to pay the balance by the
due date we reserve the right to treat the booking as
cancelled and levy appropriate cancellation charges
as detailed below. All cheques are to be made payable
to Enchanting Holidays and posted to the address
shown on the next page.
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| Insurance |
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It is a condition of booking with us that you purchase
adequate independent insurance.
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| Travel Documents |
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All travel documents, including flight tickets, will be
despatched 7-14 days prior to departure.
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| Conditions Of Carriage |
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Your booking is subject to conditions of carriage of air,
rail or sea carriers some of which may limit or exclude
liability. These conditions are often the subject of
international agreement between countries.
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| Pricing Policy |
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All prices shown are in UK£ Sterling per person
sharing a twin/double room and are purely for
guidance only. Your final holiday price will be
confirmed to you at the time of booking, which will
incorporate any increases or reductions known to us
at that time. However, your holiday price, thereafter, is
subject to surcharges for increases in: i) transportation
costs e.g. fuel, scheduled airfares and any other airline
surcharges which Enchanting Holidays is obliged
to pay or collect, ii) dues, taxes or fees chargeable
for services (e.g. landing taxes and embarkation/
disembarkation fees at ports and airports), iii) the
exchange rates applied to the particular package
and Government action such as increases in VAT or
any other Government imposed increases. No price
changes will be made within 30 days of departure.
In the case of any small variation we will absorb an
amount equivalent to 2% of the confirmed holiday
price, excluding any amendment charges. You will be
charged for the amount over and above that, plus an
administration charge of £1.00 per person. If you have
to pay an increase of more than 10% of the price of
your travel arrangements you may cancel your holiday
and receive a full refund except for any amendment
charges. Should you decide to cancel for this reason,
you must exercise your right to do so within 14 days
from the issue date printed on your final invoice.
Whether you cancel or not you will also be entitled, in
the terms set out below in respect of ‘major changes
to your holiday’, to accept an offer of alternative travel
arrangements from us subject to availability and
compensation if appropriate. It should be pointed out
that travel arrangements are not always purchased in
local currency and some apparent changes have no
impact on the price of your holiday due to contractual
and other protection in place. All prices quoted in this
brochure were calculated using exchange rates and
known costs as on 06 August 2010.
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| Minor Changes To Your Holiday |
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If we are obliged to make any minor change in the
arrangements to your holiday we will inform you as
soon as possible.
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| Major Changes To Your Holiday |
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If before you depart we have to make any major
change to your holiday arrangements e.g. change
of departure time of more than 12 hours in each
direction, change of airport (but excluding changes
between airports in the London region, aircraft type or
airline) it will only be because we are forced to do so
by circumstances usually beyond our control. In such
an unlikely event we will inform you immediately and
our objective will be to minimise your inconvenience.
We will, wherever possible, offer you alternative
arrangements as close as possible to your original
choice. You will then have a choice of accepting,
taking another available holiday of similar price or
cancelling. Should you choose to cancel you will be
reimbursed all monies paid to us. All above conditions
exclude Force Majeure (see Force Majeure note).
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| Changing Your Arrangements |
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If you wish to alter your booking in any way once we
have confirmed it, we shall do what we can to satisfy
your requirements. An amendment fee of £50 per
person will be charged plus any appropriate additional
airline/holiday costs (some airlines do not allow any
name or date changes). Any alterations by you within
70 days of departure may be treated as a cancellation
of the original booking and may be subject to
cancellation charges as shown in the table below.
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| Cancellation |
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Should you or any member of your party wish to
cancel your booking at any time please notify us
immediately. If we have already issued a Confirmation
Invoice it is essential that you indicate your intention
to cancel in writing to ourselves by the person who
made the booking and who is therefore responsible
for the payment of the cancellation charges. We
will not affect the cancellation until such written
advice is received. As we will incur costs in cancelling
your holiday you will have to pay the applicable
cancellation charges up to the maximum shown in the
table below. These are calculated as a percentage of
the total holiday cost and the charges are calculated
from the date we receive the written notice of
cancellation.
Amount of cancellation charge
(shown as a percentage of total holiday cost):
No of Days Notification Before Departure:
Cancellation charges
No of Days Notification Before Departure
More than 70 days Deposit
36-69 days 50%
22-35 days 80%
15-21 days 90%
1-14 days 100%
Please note in some circumstances 100% cancellation
will apply from the time of booking. We will provide
details of this after we receive your cancellation
instruction. Where the full cost of the airfare is
required at the time of booking, no refund will be
applicable from the time of booking. Airfares affected
by this 100% cancellation policy will be collected at
the time of booking or soon after as soon as airline
notification is issued. In such circumstances the above
cancellation charges will not apply instead the entire
booking will be subject to 100% cancellation charges.
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| Force Majeure |
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We accept no responsibility for and shall not be liable
in respect of any loss or damage or alteration, delays
or changes arising from unusual and unforeseeable
circumstances beyond our control, such as war
or threat of war, riot, civil strife, industrial dispute
including air traffic control disputes, terrorist activity,
natural and nuclear disasters, fire or adverse weather
conditions, technical problems with transport, closure
or congestion of airports or ports, cancellations of
schedules by scheduled airlines. You can check the
current position on any country by telephoning the
Foreign and Commonwealth Office’s Travel Advice
Unit on 020 7238 4503/4504, BBC2 (Ceefax) page 470
onwards or www.fco.gov/travel.
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Compensation For Cancellation or
Material Alteration By Us |
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In the event of cancellation or material alteration
to your holiday, Enchanting Holidays will pay
compensation as follows (except where Enchanting
Holidays has to cancel or make a material change to
your holiday as a result of any of the reasons referred
to under Payment for the holiday or FORCE MAJEURE).
Period when notice of cancellation or alteration is
given pre-departure:
Compensation per full fare paying passenger
(excl. infants)
More than 70 days Nil
36-69 days £10
22-35 days £20
15-21 days £25
14 days or less £30
For children invoiced at a reduced price,
compensation will be paid on a pro-rata basis of the
adult price. No other claims for compensation or
expenses will be considered.
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| Complaints |
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If you have a problem during your holiday, please
inform the relevant airline, hotel, local agent or other
suppliers immediately so that they can endeavour to
put things right. If they cannot resolve the problems,
you must contact Enchanting Holidays UK office so
that we are given an opportunity to help. Enchanting
Holidays will not hold themselves responsible for
the non-performance of an itinerary through causes
beyond their control or when they are not notified
of a problem at the point when remedial action
can be taken. In the unlikely event that a complaint
cannot be resolved at the time, you should write to
us within 4 weeks of returning home, giving your
original booking reference number and all other
relevant information. If you fail to take any of these
steps this will hinder our ability to put any problem
right and/or investigate it fully and any right you
may have to receive compensation will be reduced
or completely invalidated. Disputes arising out of,
or in connection will this contract which cannot be
amicably settled may (if you so wish) be referred to
arbitration under a special scheme which though
devised by arrangement with the Association of British
Travel Agents, is administered quite independently
by the Chartered Institute of Arbitrators. The scheme
provides for a simple and inexpensive method of
arbitration on documents alone with restricted liability
on the customer in respect of costs. The scheme does
not apply to claims for an amount greater than £1,500
per person. There is also a limit of £7,500 per booking
form. Neither does it apply to claims which are solely
or mainly in respect of physical injury or illness or the
consequence of such injury or illness. A limit of £1,000
per person applies to any part of a claim for personal
injury or illness. You must apply for arbitration within
9 months after your scheduled date of return. Details
of the scheme will be supplied on request from the
Association of British Travel Agents, 68-71 Newman
Street, London W1P 4AH or from www.abta.com.
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| Our Liability To You |
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i) We accept responsibility for the negligent acts and/
or omissions of our employees, agents and suppliers
whilst acting in the course of their employment in
the provision of your travel arrangements and for
any deficiencies in the services we are contractually
obliged to provide subject to the exceptions set out
in this contract and relevant legislation such as The
Package Travel, Package Holidays and Package Tours
Regulations 1992. Our liability in all cases shall be
limited to a maximum of two times the cost of your
travel arrangements excluding amendment charges.
ii) We accept responsibility for death, injury or illness
of any person taking one of our holidays caused by
the negligent acts and/or omissions of our employees
or agents, our suppliers and sub-contractors,
whilst acting within the scope of, or in the course
of their employment in the provision of your travel
arrangements. iii) Where a claim arises out of loss or
damage suffered during air travel, rail travel, sea travel,
or accommodation, the amount of compensation
you receive will be limited in accordance with and/
or in an identical manner to the provision of the
relevant International Convention. This means we
are entitled to have all the benefit of any limitations
of compensation contained in any international
convention applicable to your holiday.
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Personal Injury Unconnected With
Arrangements Made By Us |
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If you, or any member of your party, suffer death,
illness or injury whilst overseas, arising out of an
activity which does not form part of your package
travel arrangements with ourselves, we shall, at our
discretion, offer advice, guidance and assistance.
Where legal action is contemplated and you want our
assistance, you must obtain our written consent prior
to commencement of any proceedings. Any request
for assistance must be made within 90 days from the
date of the misadventure in question. Our consent
will be given subject to you undertaking to assign
any costs and/or benefits received under any relevant
insurance policy to ourselves. We limit the cost of
our assistance to you or any member of your party to
£5,000 per booking form.
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| Behaviour |
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When you book with us you accept responsibility for
any damage or loss caused by you or any member
of your party. Proper payment of any such damage
or loss must be made at the time direct to the
accommodation owner or manager or other supplier.
If you fail to do so, you must indemnify us against
any claims (including legal costs) subsequently made
against us as a result of your actions. We expect all
clients to have consideration of other people. If in
our opinion or in the opinion of any other person in
authority you are behaving in such a way as to cause
or to be likely to cause distress, danger or annoyance
to any third party or damage to property, we reserve
the right to terminate your arrangements without
notice. In this situation responsibility towards you
(including any return transport arrangements) will
immediately cease and we will not be responsible
for meeting any costs or expenses you may incur as a
result, or making any refund or paying compensation.
Enchanting Holidays has no control over the
behaviour of other people staying in or visiting your
holiday accommodation. Your accommodation is
provided solely for the use of passengers shown in
the final Confirmation Invoice as confirmed by us –
subletting, sharing or assignment is prohibited.
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| Tourism For All |
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In planning this brochure we are conscious of the fact
that in many cases our holidays would not be suitable
for disabled travellers. As some of the resorts and
accommodation featured may lack even the simplest
facilities, such as ramps for wheelchairs, lifts, etc, it is
important that, when booking, you advise us of any
disabilities and special requirements to make sure the
holiday meets your specific needs. We would be happy
to discuss the possibilities and advise you accordingly.
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| Data Protection Policy |
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Information that you provide us with about you
and members of your party (name, address, special
needs/dietary requirements, etc.) must be passed
on to our service providers such as airlines, hotels,
etc. This information may also be provided to public
authorities, if required by them or as required by
law, and may also be transferred abroad. Some
information, for example relating to your religion
or health, may be ‘sensitive personal data’ within
the meaning of the Data Protection Act 1998. We
need this information to cater for your needs, but it
is collected on condition that we have your positive
consent. If you do not agree to use of your information
we cannot accept your booking. From time to time
we may contact you to inform you of offers, new
products, etc. and also we may provide your details to
selected third parties for similar purposes (if you do
not wish to receive such information, please notify us).
By making a booking with us you agree to the use and
disclosure of information as described.
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