Regent specialises in holidays to unusual destinations, many of which remain relatively underdeveloped and without the facilities and services found in western European countries. We do our best to match expectations but we ask that clients accept that changes may occur which are outside of our control and that standards may differ to those that you are used to. We must point out that this kind of holiday carries a risk that accommodation, transportation schedules and other parts of the holiday may be subject to alterations beyond our control at short notice. Accommodation and transport may also be of a standard lower than you expect, despite our best efforts to promote them correctly. We regard this as part of the off-the-beaten-track travel experience, however we recognise that some holiday-makers would prefer a more conventional package holiday and we therefore ask that you consider this before booking a Regent holiday.
Please read these Terms & Conditions carefully. They contain important information about your holiday contract.
Your contract is with ITC Travel Group Limited trading as Regent Holidays of 6th Floor, Colston Tower, Colston Street, Bristol BS1 4XE, referred to as “we” or “us” in this contract. A binding contract is only entered into when we issue a confirmation invoice. By contacting us or your travel agent to make a booking you accept that you have the authority to bind all members of your party to these terms and conditions. It is essential that you check the travel details on the confirmation invoice and inform us immediately of any errors. Your booking is also subject to the conditions of carriage of your chosen airline.
2. YOUR FINANCIAL PROTECTION
We provide full financial protection for our package holidays, by way of our Air Travel Organiser’s Licence number 2786. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme
We are a Member of ABTA, membership number V2359. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com
to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com
. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/
. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved
4. PAYMENT FOR YOUR HOLIDAY
Your deposit is considered part payment towards your holiday. The exact deposit required shall be made clear at time of quotation/booking. On occasion full payment may be required to secure certain elements of your trip; if this does arise we shall inform you of this at time of booking. Deposits are non refundable and as such are a security towards confirming your holiday. Normally the balance and final payment should be made no less than eight weeks prior to departure. However, on occasion some components and/or destinations may require final payment no less than 90 days prior to departure, in which case you shall be informed of this at time of booking. If any balance remains unpaid, travel documentation will not be issued and we reserve the right to treat your booking as cancelled and apply the cancellation charges set out below. Final travel documents will normally be sent out approximately two weeks before departure.
All monies you pay to the travel agent are held by them on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
Payment must be in the currency of the invoice and you are responsible for bank charges. If you choose to pay the balance of your holiday by credit card incuding Amex a 1.5% levy will be charged. No charge is levied for payment by debit card. In some cases quotations will be based on instant purchase, limited availability non-refundable airfares and full payment of the total holiday cost must be made at the time of booking. Full details will be given at the time of enquiry.
Whilst we make every effort to ensure that the information in our brochure is as accurate as possible, it is published many months before your holiday takes place. We reserve the right to make changes to the brochure and any information it contains. You will be informed of any material changes before booking. Regent Holidays are only responsible for information contained within our own publications and websites. We are specifically not responsible for third party information (from tourist boards and hotels for example) contained in any other brochures or websites.
6. AMENDMENT AND CANCELLATION BY YOU
We will do our best to assist you in altering your arrangements after booking but cannot guarantee that this will be possible. If alterations can be made you will be responsible for all extra charges and costs and we reserve the right to charge an administration fee per person plus any applicable charges levied by our suppliers. In some cases, flights cannot be changed after booking and the full cost of a new air ticket will be payable. We also reserve the right to treat any amendment less than eight weeks prior to departure as a cancellation and apply the cancellation charges set out below.
All cancellations must be made in writing by the person who made the booking and are effective on the day we receive it. As we incur substantial costs and losses on a cancellation, we will apply the following cancellation charges based on payment/balance date of eight weeks prior to departure. For those bookings where additional amounts were paid in excess of the standard deposit at the time of booking or before the standard balance due date, these shall be considered non refundable.
Number of days prior to departure Cancellation charge as percentage of total holiday price when cancellation notice received
Up to 56 days Forfeit deposit
55-43 Days 50%
42-31 Days 75%
30 Days or less 100%
Agents or third party organisations acting on our behalf are unable to amend or change the contract or terms and conditions within it.
7. AMENDMENT AND CANCELLATION BY US
It is occasionally necessary for us to make changes to advertised products and services and we reserve the right to make such changes. In exceptional circumstances we may have to modify your holiday after booking. If the change is minor we will do our best to notify you or your travel agent in advance but are not obliged to do so and no compensation is payable. If the change is major (for example, a change of flight time by more than twelve hours, change of destination or to a lower standard of accommodation), we will notify you as soon as practically possible and offer you the choice of (i) accepting the alternative arrangements or (ii) arranging an alternative holiday with us or (iii) cancelling your holiday. Whichever option you choose we will pay you compensation unless the change has been caused by force majeure or low bookings as defined below.
Days before departure Compensation per person
57 or more Nil
(B) CHANGES DURING THE HOLIDAY
If we are unable to provide a significant proportion of your holiday whilst you are away, suitable alternative arrangements will be made for you at no extra cost or, if we are unable to do so, you will be returned to your point of departure and given a pro-rata refund for any part of the holiday not received. In some cases we will also pay compensation (see above). This does not apply to minor changes in your accommodation, itinerary or transportation.
(C) CANCELLATION BY US
Whilst we hope we will never have to cancel your holiday, this does very occasionally happen and we reserve the right to do so. Should it be necessary to cancel your holiday we will endeavour to offer alternative travel arrangements of equivalent or similar standard, together with a price refund if appropriate. Alternatively we will provide a full and prompt refund. In some cases we will also pay compensation (see above).
(D) FORCE MAJEURE
Compensation will not be payable in any cases where an amendment, change or cancellation is due to “force majeure”, defined as unusual or unforeseeable events or circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid. These include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial disputes, unavoidable technical problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels of water in rivers, acts of God, closure of airports, changes of schedules or operational decisions of transport providers.
(E) LOW BOOKINGS
Compensation is not payable if a holiday or tour does not take place because a required minimum number of passengers to enable the holiday or tour to take place has not been reached and you were informed of that requirement at the time of booking. We will notify you at least eight weeks before departure if your holiday has not reached the minimum number and is therefore cancelled and where possible we will offer a similar holiday on a different date or an alternative holiday departing at or around the original date.
All prices advertised or quoted are per person based on sharing a twin/double room and are in pounds sterling unless otherwise shown and are subject to change, up or down, until the booking is concluded. After that, we will only increase the price in limited circumstances to reflect increases in transportation costs (including fuel and airfares), dues, government approved taxes (including VAT), both in the UK and overseas, fees chargeable for services (including landing taxes and embarkation and disembarkation and security fees at airports), Government action or exchange rate variation. If the surcharge would increase the cost of your holiday by 10% or more, you may cancel your holiday and receive a full refund. We will absorb the cost, and you will not be charged, for any increase equivalent to or up to 2% of the original price of your holiday (excluding amendment fees). No surcharges will be made within 30 days of departure.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. 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. No surcharges will be made within 30 days of departure.
Prices in our brochures and website were calculated at the exchange rate of £1 = ISK135, £1 = €1.11 and £1 = USD1.3, £1 = RUB76 on 30th June 2017
9. OUR RESPONSIBILITIES TO YOU
We take care to ensure that all involved in the preparation and supply of your holiday maintain the highest standards. Please remember that the appropriate standards will be those prevalent in your destination which may not be the same as developed international standards.
We will pay reasonable compensation if the product supplied to you is not of the standard described or contracted for by you. This compensation will be limited (except in the case of death or injury) to no more than twice the holiday price of the person affected.
Should you suffer injury, illness or death as a result of the proven fault of ourselves, our suppliers or their employees acting in the course of their employment we will offer you compensation as would be paid in an English Court. If the incident relating to you or any member of your party being killed, injured or becoming ill during or as a result of, carriage by aircraft, ship, train or coach as part of the holiday arrangements organised by us our liability to pay compensation is limited in accordance with the liability of the carrier/service provider under any international convention which governs such services. Copies of these Conventions are available upon request.
Our liability to you does not apply if you or any member of your group is at fault; if the failure is the fault of someone else not connected with providing the services which form part of our holiday contract with you; the failure is due to any unusual or unexpected circumstances beyond our control, which we could not have avoided even if we had used all care possible or the failure is due to any event which we or the supplier of any service could not help, expect or prevent.
Any acceptance of liability is subject to you agreeing to assign to us your rights against any third party responsible for the events leading to your claim and to you affording us all necessary assistance in pursuing that claim.
If you have any complaint or problem whilst on holiday you must inform us, our ground agents or the supplier (i.e. the hotel) as soon as possible to give us the maximum opportunity to rectify it. If your complaint is not resolved locally, please follow this up within 28 days of your return home in writing. It is strongly recommended that you communicate any complaint to the supplier of the services locally. If you fail to follow this simple procedure, we will have been deprived of the opportunity to investigate and rectify your complaint, whilst you are in the destination and this may affect your rights under this contract.
11. PASSPORTS, VISAS AND OTHER ESSENTIAL DOCUMENTATION
It is your responsibility to ensure that all necessary passports are machine readable. You should also ensure that all necessary visas, international driving licences, vaccinations and other health documents are in order. All passports must have a validity of at least six months from your scheduled return date to the UK. You will generally need clear/clean pages for visas, as required, to be inserted. You must read all documentation that is supplied to you and ensure that all information contained within is correct. Failure to do so may incur amendment charges which are your responsibility. Some countries and airlines now require additional passenger information (API). We will inform you which countries require this information. This information is compulsory and is required by authorities. It is essential that all clients provide the API prior to travelling. Failure to provide this information may result in you being denied boarding for your flight. No refund will be permitted and any additional costs will be borne by the named clients.
12. TRAVEL INSURANCE
Your holiday package with us does NOT include travel insurance and it is your responsibility to ensure that you have adequate insurance cover. In accordance with normal industry practice, we will require you to have adequate travel insurance to provide accident and medical cover before your holiday departs. Such insurance should ideally be valid from the date of booking, be valid throughout the holiday duration and financially cover any probable loss through cancellation, amendment, accident or health related problems. You should ensure you are covered for all activities you are planning on your trip. It is your responsibility to take out adequate cover for all excursions and activities booked through us. This includes, but is not limited to, dog-sledding, snowmobiling, cross country skiing, sleigh riding with reindeer/huskies etc.
All pre-booked meals will be on a table d’hôte basis. Supplements can apply for à la carte items or restaurants.
14. SPECIAL REQUESTS
Whilst we will endeavour to comply with any special requests such as airline seating, diets and room requirements, we can only do so on a “goodwill” basis. As these are usually only provided at the discretion of the relevant supplier, we cannot guarantee availability and cannot be held responsible if they are not provided.
15. EXCURSIONS AND ACTIVITIES
We are only responsible for excursions and activities sold by us prior to departure and which form part of your holiday contract. Should you purchase excursions in resort, your contract and any liability arising from it will be with the supplier directly. In all cases it is your responsibility to ensure you have adequate travel insurance that covers you for all activities you book through us or third parties.
This contract is governed by English Law and is subject to the exclusive jurisdiction of the courts of England and Wales. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
17. DATA PROTECTION POLICY
In order for us to process your booking we need to store and record your information, including data as supplied. This may include transfer of such information outside of the European Economic Area to parties involved in the arrangements of your holiday. Equally we use such information for updating our mailing lists, for fraud prevention, market research and analysis and from time to time you may receive travel related information from us or from another company from within the ITC Travel Group. Should you not wish to receive such literature please advise us in writing.
18. UK FOREIGN OFFICE ADVICE ON OVERSEAS TRAVEL
Whilst we will do our best to inform you of any relevant changes to the FCO Travel Advice (www.fco.gov.uk
), it is up to you, and not the Company, to know what the FCO travel advice to a certain country, or region of a country, is and to be adequately insured to travel there. The Company accepts no liability if the you decide to cancel a booking because of FCO advice or b) you are not adequately insured to travel. The Company will not normally cancel a trip simply because the FCO advise against travel.
You are responsible for checking the Foreign Office advice, and any other sources available to you in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly.
19. ADDITIONAL INFORMATION
In addition to these general booking conditions, specific relevant destination information may be contained within the individual brochures and website.
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