b'inform your Tour Manager (if on an escorted holiday) and/or us bywe can advise you on the suitability of tours. As standard practice all telephone on our 24-hour emergency helpline (if not on an escortedcustomers are asked at the point of booking whether they have any holiday) and the supplier of the service(s) in question. Any verbalmobility limitations or health concerns which may impact on their tour. notification must be put in writing and given to your Tour Manager Customers are required to provide all relevant information to ensure that (if on an escorted holiday) or us (if not on an escorted holiday) and this matter has been carefully considered and we are aware of any issues. the supplier as soon as possible to enable us to begin to resolve it. We may require you to produce a doctors certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to If you remain dissatisfied, however, you must write to us within 28 daysproperly accommodate the needs of the person(s) concerned, we will of your return to the UK giving your booking reference and full details ofnot confirm your booking or if you did not give us full details at the time your complaint. Only the Lead Passenger should write to us. If you fail toof booking, we (including any Tour Manager on an escorted holiday) will follow this complaints procedure, your right to claim the compensationcancel it and impose applicable cancellation charges when we become you may otherwise have been entitled to may be affected or even lost aware of these details (whether prior or during the holiday when such as a result. condition become apparent to us. You must also advise us as soon as possible of any change in any disability or medical condition or your Please note that we do offer an Alternative Dispute Resolution service,health, fitness or mobility or if any medical condition or disability which through our ABTOT membership (no 5386).If, despite our best effortsmay affect your tour develops after your booking has been confirmed. and having followed the above procedure for reporting and resolvingPlease also see clause 6.your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel17. Fitness to Travel for Cruise Arrangements Industry Arbitration Service. An Independent Arbitrator will review theWhere you have booked a cruise, the following conditions will apply in documents relating to any complaint and deliver a binding decisionaddition to those set out in clause 17.to bring the matter to a close.A fee is payable by each party when an application for arbitration is submitted. Details of this scheme areIn order to ensure that the carrier of your cruise is able to carry available from The Travel Industry Arbitration Service, administered by: passengers safely and in accordance with applicable safety requirements Dispute Settlement Services 9 Savill Road established by international, EU or national law or otherwise in order to Lindfield meet safety requirements established by competent authorities including West Sussex the ships flag state, you (and every member of your group) warrant that you/they are fit to travel by sea and that your/their conduct or condition RH16 2NYwill not impair the safety of the cruise ship. Please note that the carrier E-mail: admin@disputesettlementservices.co.ukof your cruise may require you to provide medical evidence of fitness to travel, in order to assess whether you can be carried safely and in This scheme cannot however decide in cases where the sums claimedaccordance with applicable international, EU or national law. Passengers exceed 5,000 per person or 10,000 per booking form, or not solely orwho require the use of a wheelchair must provide their own standard mainly in respect of physical injury or illness or the consequences of suchsize wheelchair for the duration of the cruise. Carriers may provide a injury or illness, or solely or mainly in respect of a discrimination claim orlimited number of wheelchairs which are strictly available for emergency any claim under the Equality Act. use only. The carrier may require such passengers to be accompanied by a travelling companion who is fit and able to assist them, where it is 14. Conditions of Suppliersreasonably deemed by the carrier that this is strictly necessary.Many of the services which make up your holiday are provided by18. Excursions independent suppliers. Those suppliers provide these services inExcursions or other tours that you may choose to book or pay for whilst accordance with their own terms and conditions which will form partyou are on holiday are not part of your contracted arrangements with of your contract with us. Some of these terms and conditions may limitus. For any excursion or other tour that you book, your contract will be or exclude the suppliers liability to you, usually in accordance withwith the operator of the excursion or tour and not with us. We are not applicable international conventions. Copies of the relevant parts of responsible for the provision of the excursion or tour or for anythingthese terms and conditions are available on request from us or thethat happens during the course of its provision by the operator.supplier concerned.15. Special Requests19. Delays, Missed Transport Arrangements & OtherIf you have any special requests, you must advise us in writing at the timeTravel Information of booking. Although we will endeavour to pass any reasonable requestsIf you or any member of your party misses your flight or other transporton to the relevant supplier, we regret we cannot guarantee any requestarrangement, it is cancelled or you are subject to a delay of over 3 hours will be met unless we have specifically confirmed this. For your ownfor any reason, you must contact us and the airline or other transport protection, you should obtain confirmation in writing from us that yoursupplier concerned immediately.request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request hasUnder UK Law, you have rights in some circumstances to refunds and/or been noted or passed on to the supplier or the inclusion of the specialcompensation from the airline in cases of denied boarding, cancellation request on your confirmation letter/invoice or any other documentationor delay to flights. Full details of these rights will be publicised at UK is not confirmation that the request will be met. Unless and untilairports and will also be available from airlines. If the airline does not specifically confirmed, all special requests are subject to availability. comply with these rules you should complain to the Civil Aviation We regret we cannot accept any conditional bookings, i.e. any bookingAuthority at www.caa.co.uk/passengers. which is specified to be conditional on the fulfilment of a particular request and all such bookings will be treated as standard bookingsReimbursement in such cases is the responsibility of the airline and will subject to the above provisions on special requests. not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim 16. Medical Conditions/Disabilities/Reduced Mobilityfor compensation from us, you must, at the time of payment of any We are not a specialist disabled holiday company, but we will do ourcompensation to you, make a complete assignment to us of the rights utmost to cater for any special requirements you may have. Some of you have against the airline in relation to the claim that gives rise to that our tours can prove to be challenging, mobility wise, or physicallycompensation payment. A delay or cancellation to your flight does not demanding. If you have any medical condition or disability which mayautomatically entitle you to cancel any other arrangements even where affect your tour or any health, fitness or mobility concerns which maythose arrangements have been made in conjunction with your flight.affect your ability to cope with the tour, please give us full details before you confirm your booking so that we can advise as to the suitability of theWe cannot accept liability for any delay which is due to any of the reasons chosen arrangements. We will make reasonable efforts to accommodateset out in condition 10 of these Booking Conditions (which includes the special needs or cause our suppliers to accommodate them, but, if we arebehaviour of any passenger(s) on any flight who, for example, fails to to help you choose the right tour for your health, mobility and fitness, wecheck in or board on time).must be aware of all details.The carrier(s), flight timings and types of aircraft shown in this brochure Please note that Tour Managers (if on an escorted holiday) cannotor on our website and detailed on your confirmation invoice are for provide individual assistance with boarding trains or coaches, or handleguidance only and are subject to alteration and confirmation. We shall your luggage. It is your responsibility to provide us with full and accurateinform you of the identity of the actual carrier(s) as soon as we become details of your mobility, health and fitness (including any disability), soaware of it. The latest flight timings will be shown on your tickets which 100'