between everyone named on your confirmation invoice (`you') and
ANZCRO (UK) (`us'). Your contract will be with ANZCRO (UK) which is a
member of ABTA (ABTA W4337). Our ATOL number (ATOL 5571) granted
by the Civil Aviation Authority protects your air holidays and flights. In the
unlikely event of insolvency, the CAA will ensure 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. All travel arrangements are sold subject to the following
booking conditions.
November 2010 with prices shown in UK£. It is valid from 01 April 2011
31 March 2012. Advertised prices shown within our brochure are believed
correct at the time of printing. However, for a variety of reasons (such as
exchange rate variations) the price of your arrangements as confirmed at
the time of booking is very likely to be different to that appearing in our
brochure. In addition, despite our best efforts, errors in advertised prices
and other details occasionally occur and hotel descriptions and facilities
can change even after our brochure has been printed. We reserve the right
to correct such errors and information. Current pricing will be advised to
you at time of booking. The prices shown for ground arrangements have
been calculated on the basis of exchange rate applicable at 13 October
as indicated in the "Financial Times Guide to World Currencies", which
were Australia Dollar 1.6050. The price actually payable will be calculated
on the basis of the exchange rates applicable at the time you make your
booking. The price may also have changed for other reasons.
booking or any element of them (i.e. any flight(s), we may need to ask you
to make full payment for the arrangements/element(s) concerned at time
of booking prior to balance due date. If you fail to meet any such request,
any increase(s) in the price will be passed on. It may not always be
possible to guarantee the price by making payment in this way in which
case any increase(s) will be passed on as set out below. Once the price
of your arrangements have been confirmed at the time of booking, then
subject to the correction of errors we will only increase or decrease the
price in the following circumstances. Price increases or decreases after
booking will be passed on by way of a surcharge or refund. A surcharge
or refund (as applicable) will be payable, subject to the conditions set
out in this clause, in the event of any change in our transportation costs
or in dues, taxes or fees payable for services such as landing taxes or
embarkation or disembarkation fees at airports or in the exchange rates
which have been used to calculate the cost of your holiday. Even in the
above cases, only if any increase in our costs excess 2% of the total cost
of your arrangements (excluding any amendment charges) will we levy a
surcharge. If any surcharge is greater then 10% of the total cost of your
arrangements (excluding any amendment charges), you will be entitled to
cancel your booking & receive a full refund of all monies you have paid to
us (except for any amendment charges). A refund will only be payable if
any decrease in our costs exceeds 2% as set out above. Where a refund is
due, we will pay you the full amount of such decrease. You have 14 days
from the surcharge invoice issue date to tell us if you want to cancel or
purchase other arrangements. If we do not hear from you within this time,
we are entitled to assume that you will pay the surcharge. Any surcharge
must be paid with the balance of the cost of your arrangements or within
14 days of the surcharge invoice issue date, whichever is the later. No
surcharge will be levied within 30 days of your departure. No refunds will
be payable if any decrease in our costs occurs within this period either.
booking you must contact us in writing, either directly or through your
travel agent, and the lead passenger must sign the letter. If you cancel
before the balance is due, you will forfeit your deposit. Cancellations
after full payment has been made will incur additional charges to cover
administration and cancellation charges imposed by suppliers. Should
you cancel your confirmed booking, or part of your booking, the following
cancellation charges will apply:
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 (unless we obtain any
refunds from our suppliers), pay you any compensation or meet any costs
or expenses you incur as a result.
package holiday is of a reasonable standard and as described to you.
If any part fails to reach this standard and affects the enjoyment of your
holiday, we will offer reasonable compensation providing it is not due to
events outside our control. Our liability in all these cases is limited to an
amount we consider reasonable, having regard for the cost of the service
or facility concerned and the seriousness of the deficiency. ANZCRO (UK)
accepts responsibility for death, injury or illness caused by the negligent
acts and/or omissions of our employees or agents, together with our
suppliers and sub-contractors, servants and/or agents of the same, whilst
acting in the course of their employment in the provision of your package
holiday. We will pay compensation equivalent to that which would be
awarded in an English Court, but will not offer compensation if the injury,
illness or death is caused by your own fault or the fault of someone
unconnected with the package, or an event that could not have been
expected or avoided even with all due care. In respect of international
carriage by air or sea our liability in all cases will be limited in the manner
permitted by international conventions. You may ask for copies of these
on written request to our offices.
(b) Other Travel Arrangements: When acting only as a booking agent
ANZCRO (UK) has no liability whatsoever for any aspect of the travel
arrangements and accepts no liability for any loss, personal injury or death
however incurred, except where caused by our own proven negligence.
Complaints procedure: If you have a problem during the course of your
holiday, you must inform the supplier of the service, plus a representative
whose details we have provided, or telephone our offices immediately
as failure to do so may reduce or extinguish any possible claim. We will
endeavour to put things right as soon as possible. We will acknowledge
all complaints on their receipt and deal with them promptly and efficiently.
Any disputes which cannot be amicably settled may (if the client wishes)
be referred to arbitration under a special scheme which although
devised by arrangement with the ABTA, is administered independently
by IDRS, part of the Chartered Institute of Arbitrators. The scheme does
not apply for amounts greater than £5,000 per person. There is also a
limit of £25,000 per booking. Neither does it apply to claims that are
solely or mainly in respect of physical injury or illness. The application
for arbitration must be made within nine months of the date of return to
the United Kingdom, but in special circumstances it may still be offered
outside this period. Alternatively, you may wish to take any dispute to the
Small Claims Court. Full details of the Arbitration Scheme can be obtained
from ABTA, 30 Park Street, London SE1 9EQ.
Data Protection Policy: In order to process your booking and to ensure
your travel arrangements run smoothly and meet your requirements we
(and your travel agent) need to use the information you provide such
as name, address, and special needs/dietary requirements etc. We take
full responsibility for ensuring proper security measures are in place to
protect your information. We must pass the information on to the relevant
suppliers of your travel arrangements such as airlines, hotels, transport
companies etc. The information may also be provided to security or credit
checking companies, public authorities such as customs/immigration if
required by them, or as required by law. Additionally where your holiday
is outside the European Economic Area (EEA), controls on data protection
in your destination may not be as strong as the legal requirements in
this country. We will not however, pass any information onto any person
not responsible for part of your travel arrangements. This applies to any
sensitive information you give us such as details of any disabilities, or
dietary/religious requirements. (If we cannot pass this information to the
relevant suppliers, whether in the EEA or not, we cannot provide your
booking.) In making this booking, you consent to this information being
passed on to the relevant persons.
circumstances where a booking includes items or services where our
suppliers cancellation charges exceed those shown above. In these
circumstances any additional cancellation charges will be advised at the
time of booking.
(b) Other Travel Arrangements If you need to cancel you must do so in
writing, either directly or through your travel agent. Cancellation charges
vary depending on the services booked and will be clearly stated at the
time of booking. In all cases a minimum cancellation fee of £75 will apply
regardless of the value of tickets once a booking has been made. Please
ensure you are certain of the fees applicable to your booking by asking
your travel agent or us before proceeding to book your arrangements.
please contact your travel agent. Any changes made before departure will
incur a minimum charge of £50 per person. In many cases airlines require
tickets to be issued on booking and where tickets have been issued
changes may be treated as a cancellation. Please note: A change to the
travel departure date once confirmed, is regarded as a cancellation and
rebooking, not an amendment to the booking. Some suppliers, particularly
airlines, whose fares may be non-refundable, may consider a name or
other change to an exiting booking, as a cancellation and rebooking, with
up to 100% cancellation charges.
months in advance. Occasionally, we, airlines and/or suppliers have
to make changes to and correct errors in published and other details
both before and after bookings have been confirmed and cancel
confirmed bookings. Whilst we always endeavour to avoid changes
and cancellations, we must reserve the right to do so. However, we will
only cancel your confirmed booking 8 weeks or less before departure
where you have failed to comply with any requirement of these booking
conditions entitling us to cancel or where we are forced to do so as a result
of circumstances outside our control or because an insufficient number of
people have booked your chosen arrangements and we have notified you
of this not less than 8 weeks before departure. Most changes are minor.
Occasionally, we have to make a significant change. Significant changes
include the following changes when made before departure; 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, a change of outward
departure time or overall length of time you are away of 24 or more hours
or a change of UK departure point to one which is substantially more
inconvenient for you (except between airports within or around the same
city). If we have to make a significant change or cancel, we will tell you as
soon as possible. If there is time to do so before departure, we will offer
you the choice of the following options:-
(b) purchasing alternative arrangements for us, of a similar standard to
those originally booked if available (if the alternative is less expensive
than the original arrangements, we will refund the difference but if more
expensive, we will ask you to pay the difference or
(c) cancelling or accepting the cancellation in which case you will receive
a full refund of all monies you have paid to us.
If we have to make a significant change or cancel after the date you have
to pay the balance of the cost of your arrangements, we will pay you the
compensation set out below depending on the circumstances provided we
have received full payment subject to the following exceptions.
above mentioned choices can be accepted where we are forced to make a
change or cancel as a result or unusual and unforeseeable circumstances
beyond our control, the consequences of which we could not have avoided
even with all due care or where we cancel more then 8 weeks before
departure because an insufficient number of people have booked your
chosen arrangements. 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 Conditions entitling us
to cancel (such as paying on time) or where any change is a minor one.
Period before departure a significant
56 days or more