H.I.S. Europe Ltd. (以下、「当社」といいます。) は、株式会社エイチ・アイ・エスの子会社であり、当社グループ各社（以下、「当社関連会社」といいます。）にかわって、本説明書を発行いたします。 当社は、お客様よりご提供いただいた個人情報を、お申込みいただいたご旅行において運送・宿泊機関等の提供する旅行サービスの手配および受領、ならびに保険関連サービスの提供のため利用いたします。ご提供いただいた個人情報は５年間保有いたします。
当社のデータ保護オフィサーの連絡先は firstname.lastname@example.org です。
当社は、お客様のご旅行を手配するため、お客様の個人情報を当社関連会社等の第三者に開示・提供することがあります。当社関連会社がお客様の個人情報の開示・提供を受けた場合は、本説明書、当社のプライバシーポリシーおよび適用される個人情報保護法令に沿って、個人情報を取り扱います。また、いかなる場合であっても、当社はお客様の個人情報の安全性・機密性を確保するために、適切な安全対策を実施いたします。 当社および当社関連会社は、以下の場合を除き、お客様からご提供いただいた個人情報を、旅行手配以外の目的で第三者に開示・提供することはございません。 ① お客様からの同意がある場合 ② 開示に正当な理由がある場合（例：裁判所命令、法的義務） 当社および当社関連会社は、お客様へ旅行サービスを提供するため、旅行サービス手配業者、運送・宿泊機関等のサービス提供者に対し、お客様の個人情報を提供することがございます。当該第三者は機密保持義務を負っており、お客様の個人情報を旅行手配以外の目的で開示・提供することはございません。 当社関連会社につき、詳しくは右のサイトからご確認下さい。(https://www.his.co.jp/company/group/)
Information relating to identifiable particular individuals among our customers and people associated with H.I.S., namely personal data, is an important and indispensable asset for H.I.S. This valuable personal data is socially required to be kept confidential and to be handled accurately and securely. In order to meet this social requirement, H.I.S. appropriately protects personal data in accordance with the following basic policy based on the spirit of H.I.S. corporate charters, observing Personal Data Protection Laws and other relevant laws and regulations.
1. Purpose of Use of Personal Data
H.I.S. utilizes personal data within the scope of the intended use that is clearly communicated to its customers. H.I.S. obtains personal data filled in or input into an application form by a customer for the purpose of arrangement and receipt of travel services provided by transportation facilities and/or accommodation facilities and provision of insurance services as well as its communication with the customer.
H.I.S. utilizes personal data filled in or input into an application form by a customer at the time of request of travel arrangement and relevant insurance application, for the purpose of utilizing it to the necessary extent for arrangement and receipt of travel service provided by transportation facilities and/or accommodation facilities and provision of insurance services as well as its communication with the customer. Besides that, H.I.S. utilizes personal data of a customer for the purpose of marketing analysis for development of better products or services in the future, delivering information of products or service of H.I.S. and its other associated companies to customers, requesting customers for comments or opinions after the travel, or providing benefit service to customers. In any case, a customer has a choice to provide H.I.S. with his/her personal information or not, and the customer is kindly requested to recognize and acknowledge that the customer may not be provided a product or service of H.I.S., unless the customer provides H.I.S. with relevant particulars of personal data which are indispensable for H.I.S.’ service requested by the customer. H.I.S stores the personal data provided by customer at the time of request of travel arrangement in its database. Such data will be stored 5 years or until necessary for the performance of the contract, legitimate interests or to comply with legal obligations.
2. Legal bases on process the personal data
H.I.S. processes personal data relaying on the following legal bases:
(1)Performance of contract
(3)Compliance with legal obligations
H.I.S. processes personal data relaying on the following legal bases;
(1)Performance of a contract
The use of customers’ information may be necessary to perform the contracts that the customers have entered into with H.I.S. For example, if a customer uses H.I.S.’s services to make a reservation, H.I.S. will use information provided by the customer to carry out H.I.S.’s obligation to complete and administer that reservation.
H.I.S. may use the customers’ information for H.I.S.’s legitimate interests, such as to provide the customers with the best suitable content of the website, emails and newsletters (where customer’s opted to receive them), to improve and promote H.I.S.’s products and services and the content on H.I.S.’s website, and for administrative, fraud detection and legal purposes.
(3)Compliance with legal obligations
Other than as mentioned herein, we will at times have to process and disclose information about you to third parties, if we are legally obliged to do so (either directly by law or via a court order) or where we need to comply with our contractual duties to you. For instance, we may need to pass on certain information to tax accountants or public authorities under applicable tax or social security law.
H.I.S. may at times provide certain services and use a customer’s data only with his/her consent, e.g. were a reservation is made in a third country where appropriate data protection safeguards cannot be ensured. Furthermore, HIS requests the customer’s consent for the use of a customer’s personal information for marketing purposes. The customers may withdraw his/her consent at any time by contacting H.I.S. at one of the addresses below.
3. Provision of Personal Data
H.I.S. does not disclose or provide personal data provided by customers to any third parties, except with the consent of the customer from whom the data was obtained, or when there is a legitimate other reason for such disclosure (such as legal obligations to do so).
H.I.S. will not disclose personal data of a customer to third parties without the consent of the customer from whom the data was obtained, except in the following cases:
(a) Protection of human life and health
H.I.S may provide personal data when the disclosure is necessary for the protection of human life, human health or property and when it is difficult to obtain the consent of the person from whom the data was obtained. In addition, H.I.S may disclose it when it is particularly necessary for enhancement of public health or promotion of sound growth of children and when it is difficult to obtain the consent of the person from whom the data was obtained.
(b) Competent authorities
H.I.S will disclose personal data to law enforcement insofar as it is required by law or is strictly necessary for the prevention, detection or prosecution of criminal acts and fraud. H.I.S may need to further disclose personal data to competent authorities to protect and defend H.I.S’ rights or properties.
H.I.S. offices In order to provide the services, a customer’s details may be shared with subsidiaries of the H.I.S below, its corporate family. For a description of our corporate structure, please refer to our About page.
(d) Third-party service providers
H.I.S. may use arrangement agents (e.g. accommodation agent) and/or service providers (e.g. hotel or airline) to process the customer’s personal data on behalf of H.I.S in order to provide its services to the customer. Third party service providers are bound by confidentiality clauses and are not allowed to use his/her personal data for other purposes. Where data is transmitted out of the EEA to a processor in a third country appropriate safeguards are in place to ensure the safety of the customers’ personal data.
(e) Special provision for transfer of personal data from the EEA to third countries Where an individual from whom data has been collected is located in the EEA and such data will be transferred to any entity outside the EEA, H.I.S. will at any time ensure the safety of the personal data. In case of the absence of an adequacy decision of the European Commission, H.I.S. will only transfer data to third countries under the provision of appropriate safeguards required under the European General Data Protection Regulation.
H.I.S. has entered into Standard Contract Clauses for the protection of personal data with its business partners in third countries, which at any time ensure an adequate level of protection of personal data as well as enforcement of the rights of individuals regarding their personal data. In cases where such safeguards cannot be ensured, H.I.S. will only share personal data after having notified the individual and retrieved consent for such transfer or where it is absolutely necessary to perform the obligations towards such individuals under the agreement with H.I.S.(such as disclosure of personal data to a hotel for the purpose of booking the accommodation for the customer).
4. Procedure for disclosure of personal data
When a customer makes inquiry or request to H.I.S. for disclosure, deletion, correction of his/ her personal data, or when a customer requests H.I.S. to cease using or providing the data to a third party, the customer is kindly requested to get in touch with H.I.S. H.I.S. responds to the inquiry or request within a reasonable period. In case H.I.S. cannot meet the request partially or wholly, H.I.S. explains the reason to the customer.
When a customer makes inquiry or request to H.I.S. for disclosure, deletion, correction of his/ her personal data, or when a customer request H.I.S. to cease using or providing the data to a third party, the customer is kindly requested to get in touch with the following contact windows of H.I.S. so that the customer is guided through the necessary procedure. H.I.S. responds to the inquiry or request within a reasonable period in accordance with the laws and the company codes and informs the result to the customer. In case H.I.S. cannot meet the request partially or wholly, H.I.S. explains the reason to the customer. You can reach our data protection officer at
or contact our branch.
5. Security procedures for personal data
In order to prevent leakage, loss, or damage of it, H.I.S, strives to enforce safety procedures which are appropriate and rational from both technical and administrative aspects. If there should occur any leakage, loss or damage of personal data, H.I.S. will immediately inform the responsible supervisory authority as well as the person from whom the data was obtained immediately to that effect and will take necessary and appropriate countermeasures and/or correcting measures.
In accordance with European data protection laws, H.I.S. observes reasonable procedures to prevent unauthorized access to, and the misuse of, personal data. H.I.S. uses various technical as well as physical security measures to ensure the safety and integrity of its data processing systems. Furthermore, only authorized and properly trained personnel are permitted to access personal data. H.I.S. conducts constant employee training and engages its employees in various awareness programs regarding the handling of personal data.
6. Data subjects’ rights under the European Data Protection Regulation
The customers have the various rights with respect to the personal data concerning the customers. The customers also have the right to file a complaint with a data protection supervisory authority. H.I.S. responds without delay to request for disclosure of personal data by the person from whom the data was obtained as well as other complaints, or consultations.
(1) The customers have the following rights with respect to the personal data concerning the customers:
– right to information,
– right to rectification or erasure,
– right to restriction of processing,
– right to object to the processing,
– right to data portability.
(2) The customers also have the right to file a complaint about H.I.S. regarding the processing of customers’ personal data with a data protection supervisory authority.
For any inquiries regarding your rights, please get in touch with us under email@example.com
7. Other matters
H.I.S. observes Personal Data Protection Laws and other relevant laws and regulations, policies and other codes prescribed by national governments and international bodies of those areas where such data is collected. H.I.S. has internally established Personal Data Protection Management System, ensuring that all officers and employees recognize and comply with the laws and regulations and that the system is continuously improved and kept updated.
Standard Information Form on Traveller’s Rights when booking a Package Holiday (Telephone and Offline Sales)
Part 1: General
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all UK rights applying to the packages. We, H.I.S Europe Ltd (company registered number 03974782) with registered office of Vintners’ Place, 68 Upper Thames Street, London EC4V 3BJ, will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, we have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that we become insolvent.
PART 2: Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018
Travellers will receive all essential information about the package before concluding the package travel contract.
There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
The organiser has to provide assistance if the traveller is in difficulty.
If the organiser becomes insolvent, payments will be refunded. If the organiser becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. H.I.S Europe Ltd has taken out insolvency protection for flight-inclusive packages and ATOL protected flights by way of their Air Travel Organiser’s License number 5484, issued by the Civil Aviation Authority,Gatwick Airport South, West Sussex. RH6 0YR, UK, telephone 0333 103 6350, email: firstname.lastname@example.org. We will provide full financial protection for package holidays which won’t include flights, by way of a bond held by ABTA Ltd, The Travel Trust Association, 30 Park Street, Southwark, SE1 9EQ, www.abta.co.uk. Travellers may contact the relevant entity if services are denied because of H.I.S Europe Ltd.’s insolvency.
Part 3: The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here:
Section A – Applicable to all bookings
Section B – Only applicable to Package Holiday bookings
Section C – Only applicable to single service bookings where we act as Principal
Section D – Only applicable to agency bookings
H.I.S. Europe Ltd act in the following capacities: – as a Package Organiser in the sale of a Package within the definition of the Package Travel and Linked Travel Arrangements Regulations 2018; as a Principal in a ‘single service’ booking (i.e. accommodation or flight only bookings) and as an agent for the suppliers of your holiday products.
Our obligations to you will therefore vary depending upon whether you book a Package where we are acting as the Package Organiser (please see B1 for details of where this will be the case), 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 as follows, in the following separate sections: Section A contains the conditions which will apply to all bookings; Section B contains the conditions which will apply when you make a Package booking with us, where we are Package Organiser; Section C contains the conditions that will apply where you make a single service booking with us, where we are acting as Principal and Section D contains the conditions which apply agency bookings.
SECTION A – APPLICABLE TO ALL BOOKINGS
When you make your booking, you must complete a booking form, accepting on behalf of all your party the terms of these booking conditions and the general information, and pay the relevant deposit as specified at the time of booking (or full payment by the balance due date notified to you or if you are otherwise booking within 10 weeks of departure). A booking is made with us after you have paid the deposit or other relevant fee and we issue you with a booking confirmation either directly from ourselves or on behalf of the Supplier/Principal, where we act in an agency capacity (please see Section D for further details). A binding contract between you and the Supplier/Principal (where we act as agent) or between you and us comes into existence when we dispatch the booking confirmation to the first named person on the booking. If you believe that any details on the confirmation receipt (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 inaccuracy in any document within ten days of our sending it out (for flights tickets: once your airline ticket is issued details are non-amendable, so you must confirm that all details are correct at the time of booking).
We endeavor to ensure that all the information and prices both on our website and in our brochures are accurate for all products promoted, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must organise your own insurance and if you fail to travel with adequate insurance cover we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
A4. Events Beyond Our Control
Except where otherwise expressly stated in these booking conditions we (or the Supplier/Principal, where we act as agent) 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, the Supplier/Principal or our/their supplier(s) control, the consequences of which could not have been avoided, even if all reasonable measures had been taken. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, significant risks to human health, such as the outbreak of serious disease at the travel destination 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, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned control.
A5. Jurisdiction and applicable law
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.
A6. Cutting your trip short
If you are forced to return home early, neither us nor the supplier in question can refund the cost of any services 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.
A7. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel 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 confirmation receipt or any other documentation or that it has been passed on to the supplier 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. We do not accept bookings that are conditional upon any special request being met.
We (or the Supplier/Principal)make every effort to ensure that the arrangements you book through run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and resort representative (where applicable) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us (or the Supplier/Principal where we are acting as agent) as soon as possible. Failure to do so will affect ours and/or the applicable Supplier/Principal’s ability to investigate your complaint, and will affect your rights. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us (where we are acting as Package Organiser in the sale of a Package, or principal in the sale of a single service) at our postal address of H.I.S. Europe Ltd, Vintners’ Place, 68 Upper Thames Street, London EC4V 3BJ, UK 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. Where we are acting as agent for the Supplier/Principal in question, all assistance given in relation to resolving your complaint will be on a goodwill basis in our capacity as agent.
A9. Your Behaviour
All customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion, the opinion of the Supplier/Principal (where we are acting as agent) or in the opinion of any hotel manager 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 of our 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 arrangements with us immediately. Where we are acting as agent we will do so with the authority of the supplier in question. In the event of such termination all liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. Neither we nor the Supplier/Principal will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service 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 hotel manager or other supplier prior to departure from the hotel. 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. Neither we nor the Supplier/Principal can be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
A10. Passport, Visa and Immigration Requirements and Health Formalities
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. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www.passport.gov.uk. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check www.usembassy.org.uk For European holidays you should obtain a completed and issued form EHIC / GHIC prior to departure. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk. 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 do so.
A11. Foreign Office Advice
You are responsible for making yourself aware of Foreign Office advice and State Department warnings 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 A4 above).
A12. Conditions of Suppliers
Many of the services 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.
We are a Member of ABTA, membership numbers J0629 and W4036. 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 Charting Trading Standards Institute. If we can’t resolve your complaint, please 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.
SECTION B: PACKAGE HOLIDAY BOOKINGS
This section only applies to Package holidays booked with us, where we are acting as the Package Organiser (please see clause B1 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions.
B1. Definition of Package:
Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of our terms and conditions.
A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or holiday:
(a) Transport; or
(b) Accommodation; or
(c) Rental of cars, motor vehicles or motorcycles (in certain circumstances); and
(d) Any other tourist service not intrinsically part of one of the above travel services,
provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.
Where you have made a booking, which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one of more tourist services as listed at (d) above, this will not create a Package where the tourist services:
– Do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
– Are selected and purchased after the performance of the transport, accommodation or car rental has started.
These bookings will be treated as “Single Service” bookings and will not be afforded the benefit of the rights under the PTRs. Please see Section C of these booking terms and conditions for the terms applicable to such arrangements.
We occasionally sell Packages that are not organised by ourselves but by a third-party Supplier/Principal, which we sell as agent on the Supplier/Principal’s behalf. We will advise you where this is the case prior to you placing your booking. For such sales, this Section B will not apply, please refer to Section D instead.
When you make your booking, you must pay a non-refundable deposit of £150.00 per person, or the full price if within 10 weeks of departure or when booking a special offer. The balance of the price of your travel arrangements must be paid at least 10 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit. All monies you pay to the travel agent are held by him on our behalf at all times.
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes: in (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes and (iii) the exchange rates relevant the package, Such variations could include but are not limited to airline costs changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 8% of the price of your confirmed travel arrangements(excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. There will be no changes made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administration fee [£10]. 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.
B3. Transfer of Booking by you and Changes by you
If you wish to change any part of your booking after our confirmation invoice 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 £50 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 departure 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. A cancellation fee may be payable in accordance with the table in B5.
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else(introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 7 days before departure and you pay an amendment fee of £50 per person transferring, as well as any additional costs and charges incurred by us and/or incurred or imposed by any of our suppliers and 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 the table in B5 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Certain arrangements may not be amended or transferred after they have been confirmed (for example, scheduled airlines normally regard name changes as a cancellation and rebooking) and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
B4. If you Cancel
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us by email. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table at B5 (The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling).
Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.
Cancellation by You due to Unavoidable & Extraordinary Circumstances:
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
This clause B4 outlines the rights you have if you wish to cancel your Package booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancelation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
B5. If We Change or Cancel Your Package Holiday
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of Events Beyond Our Control or failure by you to pay the final balance.
Examples of “significant changes” include the following when made before departure; a change of accommodation area for the whole or a significant part of your time away, a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away, a change of outward departure time or overall length of your arrangements of twelve or more hours, a significant change to your itinerary, missing out one or more destination entirely. Examples of “minor changes” include the following when made before departure: any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type; a change of outward departure time or overall length of your holiday of twelve hours or less, or a change of accommodation to another of the same standard or classification.
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of i) (for major changes) accepting the changed arrangements ii) having a refund of all monies paid or iii) accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, if we make a significant change and if you do not accept the changed arrangements and cancel your booking, or if we cancel your booking and no alternative arrangements are available and/or we do not offer one. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY
IF WE CANCEL YOUR HOLIDAY
IF YOU CANCEL YOUR HOLIDAY
Period before departure within which notice of Cancellation or major change is received by us or notified to you
More than 70 days
Amount you will receive from us: Nil
Amount you will receive from us: Deposit Only
Amount of cancellation charge : Deposit plus cost of any flights booked
From 69 to 43 days
Amount you will receive from us: £20
Amount you will receive from us: 100% of holiday cost (+ £20)
Amount of cancellation charge : Cost of any flights booked plus 70% of remaining arrangements
From 42 to 29 days
Amount you will receive from us: £30
Amount you will receive from us: 100% of holiday cost (+ £30)
Amount of cancellation charge : Cost of any flights booked plus 85% of remaining arrangements
Less than 29 days
Amount you will receive from us: £40
Amount you will receive from us: 100% of holiday cost (+ £40)
Amount of cancellation charge : 100% of holiday cost
GROUP (GUIDED TOUR)
IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY
IF WE CANCEL YOUR HOLIDAY
IF YOU CANCEL YOUR HOLIDAY
Period before departure within which notice of Cancellation or major change is received by us or notified to you
More than 70 days
Amount you will receive from us: Nil
Amount you will receive from us: Deposit Only
Amount of cancellation charge : Deposit only
From 69 to 43 days
Amount you will receive from us: £20
Amount you will receive from us: 100% of holiday cost (+ £20)
Amount of cancellation charge : 70% of holiday cost
From 42 to 29 days
Amount you will receive from us: £30
Amount you will receive from us: 100% of holiday cost (+ £30)
Amount of cancellation charge : 85% of holiday cost
Less than 29 days
Amount you will receive from us: £40
Amount you will receive from us: 100% of holiday cost (+ £40)
Amount of cancellation charge : 100% of holiday cost
We will not pay you compensation in the following circumstances:
a) Where we make a minor change;
b) Where we make a major change or cancel more than 60 days before departure;
c) Where we make a significant change and you accept those changed arrangements or you accept an offer of alternative arrangements;
d) Where we have to cancel your arrangements as a result of your failure to make full payment on time;
e) Where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; or
f) Where we are forced to make a change or cancel as a result of Events Beyond Our Control (see B)
If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.
B6. Our Responsibilities to you in respect of Package Holidays
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these booking conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment or your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
(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;
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) Events Beyond Our Control (see A4).
(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 £25 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 3(i) 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 up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel:
(1) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.
(2) In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 (denied boarding and flight disruption), any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(3) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(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 complaint’s 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 or 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;
(b) Relate to any business;
(c) Indirect or consequential loss of any kind.
(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. 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.
(8) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three night per person. Please note that the three nightcaps do not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
B7. Financial security for Package Holidays
The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holidays booked from this brochure and for your repatriation in the event of our insolvency. We provide financial security for flight-inclusive packages and ATOL protected flights by way of our Air Travel Organiser’s License number 5484, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: email@example.com
When you buy an ATOL protected product 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. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA).
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (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, or the suppliers identified on your ATOL certificate, 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 reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme.
We will provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTA Ltd, The Travel Trust Association, 30 Park Street, Southwark, SE1 9EQ www.abta.co.uk.
B8. Delays, Missed Transport Arrangements and other Travel Information
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.
Under UK Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU/UK airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will 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 for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
We cannot accept liability for any delay which is due to any of the reasons set out in A4 of these Booking Conditions (which includes the behavior of any passenger(s) on any flight who, for example, fails to check in or board on time).
The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be dispatched to you approximately two weeks before departure. You should check your tickets very carefully immediately upon receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched, we will contact you as soon as we can to let you know.
Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.
This website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
B9. Prompt Assistance
If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance, which is not owing to any failure by us, our employees or subcontractors, we will not be liable for any costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.
B10. 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 stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. 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.
SECTION C: SINGLE SERVICE BOOKING
This section only applies to all single service bookings, i.e. accommodation only, we make for you when acting as a principal. Please read this in conjunction with Section A of these Booking Conditions.
Price increases may occur any time prior to departure you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavour to provide details to you.
C2. Changes and Cancellations by you
If you wish to change your booking in any way, you should send us your change request by email. We will endeavour to make these changes if they are possible. Please ensure that you have received written confirmation of any changes to your booking prior to travel. All changes will be subject to payment of a reasonable administration fee for any amendments to bookings. We will notify you of the exact charges at the time of amendment or cancellation, as well as any costs and charges incurred by any of our Supplier(s) in making this change.
If you wish to cancel a booking, you should send us your cancellation request by email. 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. The person to notify us of any cancellation must be the same person that originally signed the booking form.
Should one or more members of a party cancel, it could increase the per person price of those still travelling and you will be liable to pay this increase.
Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
Please note that certain single service booking may not be amended or cancelled after they have been confirmed, and any alteration or cancellation could incur a cancellation charge of up to 100% for such bookings.
C3. If We Change or Cancel Your Single Service Booking
We may in exceptional circumstances be required to cancel your booking in which case a refund of all monies paid minus the non-refundable deposit will be made to you. We shall not be liable for any costs or losses incurred by you as a result of the change or cancellation.
In very exceptional cases, we may be forced by Events Beyond Our Control (see clause A4) to change or terminate all or some of your bookings after departure. If this situation does occur, we shall not be liable for any refunds, compensation or costs incurred by you as a result.
If you breach any of the terms of our contract with you, including but not limited to these Booking Conditions, any relevant payment terms or any behavioural obligations as set out in Clause A9, we may cancel your booking even after the relevant single service has commenced, without liability to refund, compensation or providing you with an alternative single service.
C4. Our Responsibilities to you in respect of Single Service Bookings
(1) We accept responsibility for the single services we agree to book for you. We have a duty to select the Suppliers who carry out the single services with reasonable skill and care. We shall not be liable for the actual provision of the single services, except in cases where we are proven to have breached that duty and damage has been caused to you.
(2) We accept no responsibility, and shall not reimburse or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
1. The act(s) and/or omission(s) of the person(s) affected;
2. 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
3. Events Beyond Our Control (see clause A4).
We accept no responsibility, and shall not reimburse you for any damage, loss or expense or other sum(s) of any description if it is the result of:
1. The act(s) and/or omission(s) of the affected person(s);
2. The act(s) and/or omission(s) of a third party unrelated to the provision of the single services for which the contract was made, which was unforeseeable or unavoidable;
3. Unusual or unforeseeable circumstances beyond our control or that of our Service Provider(s), the consequences of which could not have been avoided even if all due care had been exercised; or
4. An event which we or our Service Provider(s) could not have foreseen or avoided even if we had exercised all due care.
SECTION D: AGENCY BOOKINGS
This section only applies to bookings we make for you when acting as agent for the supplier. Please read this in conjunction with Section A of these Booking Conditions.
These are the terms on which we will make an agency booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. tour operator/airline/cruise company/accommodation provider) of your chosen travel arrangements, as named on your confirmation invoice and/or receipt(s).
As agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the services provided by them. The Supplier/Principal’s Terms & Conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. Please ask us for copies of these if you do not have them.
If you have paid a deposit, 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.
Payment may be made by any of the following methods either in person at our offices or by telephoning us: credit card, debit card, bank transfer, cheque and cash.
When paying by MasterCard or Visa issued in one of the following currencies then you will be charged in this currency: Us, Canadian, Hong Kong, Singapore and Australian Dollar, Japanese Yen, Danish, Norwegian and Swedish Krona, Euro, Swiss Francs, Korean Won.
Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for travel arrangements will be held on behalf of the Supplier/Principal concerned in accordance with our agreement with them.
D3. Service Charges
We apply service charges for the services we provide, which are updated regularly. Please feel free to contact us for further inquiries on this matter.
Special Delivery Post: GBP7.35
[Last updated 01 October 2023]
D4. Changes and Cancellations by the Supplier
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed travel arrangements or to cancel them. If the Supplier/Principal 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/Principal is entitled to assume you with 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/Principal but we accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.
D5. Our responsibility for your booking
Your contract is with the Supplier/Principal and its booking conditions apply. As an agent, we accept no responsibility for the actual provision of the travel 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 travel 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.
D6. 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 £25 per booking for any amendments to bookings and an administration fee of £25 for cancellations or as otherwise set out in the Service Charges table below. We will notify you of the exact charges at the time of amendment or cancellation.
D7. Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies) that require to be posted will usually be sent to you by Special Delivery. Once documents leave our offices, we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.
D8. Final Travel Arrangements
Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure. Please ask us for details at least 72 hours before your outbound flight. You should take note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
D9. Accommodation Ratings and Standards
All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
D10. Japan Rail Pass Exchange Order
You must carefully consider the full terms and conditions attached to the quotation for your ticket. Please check that your full first name and surname are spelt exactly as they appear in your passport. Your Japan Rail Pass Exchange Order is valid for 3 months from the date of issue. If you wish to cancel your Japan Rail Pass after we have received payment please return the complete unused pass to our office. There is a cancellation charge of 10% of the purchase price plus a handling fee of £25 per pass. Credit card charges are non-refundable.
D11. FIT Limousine Bus Coupon
You must carefully consider the terms and conditions attached to the quotation for your ticket. Your FIT Limousine Bus Coupon is non-refundable, non-changeable and if lost cannot be replaced. Credit card charges are non-refundable. Please note these coupons cannot be used on Night Buses. For bus times, routes, fares and information please visit http://www.limousinebus.co.jp/en/.
Because the contract for your travel 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 travel 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.
If you buy your package inclusive of a flight, it will be ATOL-protected.
Some of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. However, ATOL protection does not apply to all holiday and travel services listed on this website. This website shows you the protection that applies in the case of each holiday and travel service offered. This website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. If you do not receive an ATOL Certificate, then the booking will not be ATOL-protected. If you receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk
It is important to note that cancellation charges apply per the terms and conditions. Ensure you purchase adequate travel insurance that includes a full Coronavirus cover policy. The policy should cover medical expenses and cancellations if you test positive and cannot travel due to health, airline, government-related restrictions or any other restrictions not mentioned here.
You must notify us in writing if your holiday needs to be canceled for a COVID-19 reason as soon as possible and provide us with appropriate official evidence. We shall do our level best to put in place any changes to your booking to accommodate any required stay extensions. All extra costs will be covered by you or your insurer, depending on your insurance coverage.
Cancellation charges will apply (please see the Insurance paragraph above).
We will provide as much information as possible concerning Covid-19 safety measures that you may need to know before and during your travel. It is, however, your responsibility to check to confirm all entry regulations and local government safety advice personally.
Governmental travel advice https://www.gov.uk/foreign-travel-advice
HIS Europe Limited- Tax Strategy
The Finance Act of 2016 requires each company to publish its tax strategy. The company considers the tax strategy outlined below as complying with its duty under Schedule 19, paragraph 16(2) for the year ending 31 July 2020.
Approach to risk management and governance arrangements in relation to UK taxation:
HIS Europe Limited is a tax resident of the UK.
When reviewing the tax risks associated with a specific decision or action, the board of directors ensures that the following are considered:
The legal and fiduciary duties of directors and employees.
The requirements of any related internal policies or procedures.
The maintenance of the company’s corporate reputation, having particular regard to the way we interact with the communities around us.
The tax benefits and impact on the company’s reported result compared to the potential financial costs involved, including the risk of penalties and interest.
The wider consequences of potential disagreement with tax authorities, and any possible impact on relationships with them.
Attitude towards tax planning (so far as affecting UK taxation)
The company does not engage in active tax planning, however when embarking on significant transactions, will consider the impact of tax and endeavour to reduce significant tax exposure.
Level of risk in relation to UK taxation that the company is prepared to accept
The company has a low tolerance for tax risk and does not undertake transactions specifically to gain a tax advantage. Tax is paid as it falls due and this depends entirely on the profit made through regular trading activities which is the retail and wholesale supply of travel services.
Approach towards dealings with HMRC
The company is open with HMRC and readily responds to all queries. The company engages its professional tax advisors to interpret tax legislation and provide assistance in complying with its tax filing, reporting and payment obligations. The company outsources the annual tax calculation to its tax advisors.
Responsibility for the company’s tax affairs lie with the Managing Director of HIS Europe Limited who reports on tax matters to the Board of HIS Europe Limited.
We will send you a confirmation of your reservation or an invoice. Please make sure that your name, travel itinerary, and travel details are correct. At this stage, the customer’s reservation is in the “provisional reservation” state.
You can pay by cash, bank transfer, credit card or EC card. We accept VISA, AMEX, JCB, MASTER and DINERS (not online) as credit cards.
In the case of bank transfer, please transfer as soon as possible so that the person in charge can confirm the payment from the customer by the ticketing deadline. Please confirm the payment deadline with the person in charge at the time of booking.
Issuance of vouchers or airline tickets
The reservation will be made when we can confirm the payment from the customer.
We will issue vouchers for hotels, optional tours, etc., or issue airline tickets. Unless there are special conditions, a cancellation charge will be incurred after this point. be careful.
Delivery of voucher or airline ticket
We will basically ship your voucher or ticket by email. (All airline tickets are E-tickets, with exceptions.)
Please print them out and bring them with you when you travel.
Check-in is required at least 2 hours before the scheduled departure time for international flights (intercontinental routes) and 90 minutes for European flights.
HIS in the world
Tokyo | Osaka | Nagoya | France | Italy | Germany | Spain | Netherlands | Switzerland | Austria | Turkey | Egypt | Moscow | America | Korea | Hong Kong | Singapore | Indonesia | Philippines | Cambodia | Vietnam | India | Dubai | Hawaii | Guam | Spain