Booking Conditions

The following booking conditions, along with our Privacy Policy and any other information we brought to your attention before we confirmed your booking, form the basis of your contract with Wendy Wu Tours Ltd, Newhams Yard, 151-153 Tower Bridge Road, London SE1 3JE, company number 05107061. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, you confirm that you have had the opportunity to read and have read these booking conditions, the brochure and Detailed Itinerary and agree to be bound by them.

These booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated. For tailor-made holidays, please refer to our Wendy Wu Tailor-Made brochure and terms and conditions, or visit our website. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We”, “us” and “our” means Wendy Wu Tours Limited.

1. Your Holiday Contract

The first named person on the booking (“lead name”) must be authorised to make a booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By making a booking the lead name confirms that he/she is so authorised. The lead name is responsible for making all payments due to us and to indemnify us for the liability of all party members. The lead name must be at least 18 when the booking is made. After we receive your booking request and all appropriate payments (see clause 4 “Payment” below), if the arrangements you wish to book are available, we will issue a confirmation invoice.

A binding agreement will come into existence between us when we email your confirmation invoice to the ‘lead name’ or your Travel Agent. Your invoice will be sent to your travel agent or the lead name on the booking if you have booked direct with us. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies (for which we are responsible) in any document within ten days of our sending it out (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. If you wish to change or cancel any arrangements later you may have to pay an amendment or cancellation charge (See clause 8).

We both agree that the laws of Ireland (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (“claim”) (except as set out below). Each of the parties hereby submits to the exclusive jurisdiction of the Courts of Ireland in regard to any matter arising from or touching upon these booking terms and conditions and any agreement to which they apply.

2. Your financial protection

We provide full financial protection for our package holidays.

In compliance with the Package Holidays and Travel Trade Act, 1995 in the Republic of Ireland, an insurance policy has been arranged with Travel and General Insurance Services Limited, to protect Republic of Ireland customers’ prepayments in the unlikely event of our financial failure and paid in respect of:

Travel Inclusive packages sold by the Policy Holder (Wendy Wu Travel Limited) to customers in the Republic of Ireland ®I) with travel departing/commencing from ROI, UK and countries within the EU

For:

• A refund of such prepayments if the customers have not yet travelled, or

• Making arrangements to enable the holiday to continue if customers have already travelled

• Repatriation of customers as may be applicable, subject to the terms of the insurance policy.

In the unlikely event of financial failure please contact t&g on

00 44 (0) 207 065 5300.

A copy of the policy is available on request.

This policy is provided by Travel &General Insurance Services Limited (t&g), registered number 02527363 and underwritten by Accelerant Insurance Europe SA UK Branch (Accelerant), an insurance company which is authorised and regulated by Prudential Authority (Ref.940712).

The combination of travel services offered to you is a package within the meaning of the Package Holidays and Travel Trade Act, 1995. Therefore, you will benefit from all EU rights applying to packages. We 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. More information on key rights can be found by visiting https://revisedacts.

3. Your Holiday Price

Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking. We reserve the right to increase and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any error which we are aware of and inform the new applicable price at the time of booking. Once the price of your chosen holiday has been confirmed at the time of booking, it will not be subject to change.

4. Payment

In order to confirm your chosen holiday, a non-refundable deposit of at least €350.00 per person (or full payment if booking within 75 days of departure) must be paid at the time of booking. In some cases the amount of deposit may be higher: where, for example, we need to pre-purchase flights tickets, accommodation or other services and in the case of our flight upgrade special offers, to which early airline ticketing may apply – please see the terms and conditions of individual special offers for further information. The balance of the holiday cost must be received by us not less than 75 days prior to departure. This date will be shown on the confirmation invoice. Reminders are not sent. Our preferred method of deposit payment is by bank debit card or credit card. Balance payment may be made by bank debit card, credit card or cheque (providing there is time to clear it to meet the payment schedule shown above - you should allow 5 working days for clearance from the time we receive it). If we do not receive all payments due in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. Except for flight inclusive bookings, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until a contract between us comes into existence. After that point, your agent will hold the monies on our behalf until they are paid to us. Please note that on very rare occasions, errors may occur when inputting prices onto our website and systems. We regret that any contract entered into on the basis of a pricing error will be invalid. In the unlikely event that this situation arises, you will be given the option to pay the correct price or cancel with a full refund.

5. Travel documents and visas

A Passport with a minimum of six months validity from the intended date of travel, and containing a minimum of two blank pages, is required for travel for the majority of countries in our programme. As visa requirements are constantly changing, you must regularly check the Department of Foreign Affairs & Trade (DFAT) website for the most up to date entry requirements. Visa fees, where required, are included for Irish Citizen passport holders and will be specified whether included on your confirmation invoice. It is your responsibility to ensure the visa issued to you is correct. Whilst we include the cost of the standard visa application service in your tour price (for Irish Citizen passport holders), we will pass on any additional charges incurred for non-standard visa processing, or where visa charges are increased following publication of the brochure. Should your visa application be refused for any reason and you wish to cancel your booking the cancellation charges under clause 8 will apply. An express visa process is available for an additional cost depending on the country of visit. We make no promises that your Visa application will be successful and we cannot accept bookings conditional on the issuing of a visa, or payment of the balance of the holiday cost (see clause 4) to be deferred until visas have been issued.

Responsibility for documentation accuracy, passport validity and

dispatch of documents rests with you. Wendy Wu Tours accepts no responsibility in this regard. We accept no responsibility for passports lost in the post. It is the responsibility of each passenger to ensure that you carry all necessary passport, visa and other travel documentation as required by the country you are visiting, and that all documents are in date and valid. We do not accept responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements for any part of your holiday. Failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us in full.

6. Travel Insurance, Health and Safety

It is a condition of booking with us that you take out suitable travel insurance. You must be satisfied that your insurance fully covers all your personal requirements, including the cancellation of your booking and providing sufficient medical cover for illness or injury and repatriation while overseas. You must provide us with the name of your insurers and their 24 hour emergency contact number when you book or as soon as possible thereafter. Wendy Wu Tours will not be liable for any costs incurred by you due to your failure to take out suitable travel insurance from the date of booking. You will indemnify Wendy Wu Tours in respect of any assistance or payment made by us in these circumstances. Details of any compulsory health requirements applicable to Irish citizens for your holiday are available from the websites listed below. It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions, in good time before departure. Details are available from your GP surgery and from https://www.ireland.ie/en/dfa/overseas-travel/advice/. Health requirements and recommendations may change and you must check the up to date position in good time before departure. The Department of Foreign Affairs publishes regularly updated travel information on its website https://www.ireland.ie/en/dfa/overseas-travel/advice/ which you are recommended to consult before booking and in good time before departure.

7. If you wish to change your booking

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, we will endeavour to make these changes, but it may not always be possible. Any request for changes to be made must be from the lead name on the booking or your Travel Agent. You will be asked to pay an administration charge as set out below per person and any further cost we incur together with any costs or charges incurred or imposed by any of our suppliers in making this alteration. Examples include:

Minor amendments to the tour booked OR Minor amendments made within 30 days of departure OR Transferring between tours or changing departure date - €60
Transferring between tours or changing departure date within 75 days of departure is not permitted and cancellation fees will apply
Reissue of airline tickets, where possible - €60 plus any non-refundable costs of the cancelled ticket and any additional costs of the new ticket

You can transfer your booking to another person, who satisfies all the conditions that apply to your booking, by giving us notice in writing via Email as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs (for example air ticket cancellation fees) that we incur in making the transfer.

Once a booking is confirmed no changes are permitted otherwise than in accordance with these terms and conditions.

It is important to note that some arrangements such as certain types of air tickets cannot be changed after a booking has been made as they are sold as part of your fixed package. If your holiday includes ocean cruising, once a deposit has been placed this is non-refundable and non-transferable to a later date. You will be advised of any such non refundable charges prior to confirming your booking. Any change will be treated as a cancellation in which case cancellation charges will apply. Note that only one change per booking is permitted. Any requests for changes to your booking must be emailed to operations@wendywutours.co.uk.

8. If you wish to cancel your booking

Because we start to incur costs in relation to your arrangements from the time we confirm your booking, if you cancel we have to make a charge and the nearer to your departure date you cancel, the higher the charge will be. If you wish to cancel a confirmed booking you must do so by writing via Email. Cancellation takes effect from the day we receive your email. Cancellation charges are shown in the table below and will be payable immediately on cancellation. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges. Insurance premiums and amendment charges are not refundable in the event of cancellation:

75 or more days Retention of deposit
74– 42 days 30% including deposit
41 – 28 days 60% including deposit
27 – 15 days 90% including deposit
14 days or less 100% including deposit

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned and we have no liability in these circumstances.

Important 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.

Cancellation by You due to Unavoidable & Extraordinary Circumstances

You may terminate the package travel contract at any time before the start of the package without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at the place of destination or its immediate vicinity which will significantly affect the performance of the package or carriage to your holiday 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.

In order to rely on this clause you must be able to show that, based on the information available at the time of cancellation, there was no longer a reasonable possibility of your holiday going ahead (either at all or without being significantly affected). “Unavoidable and extraordinary circumstances” means any

event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples may include warfare, other serious security problems such as 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 significantly affect travel to the travel destination as agreed in the package travel contract.

9. If we change or cancel your holiday

Occasionally, we have to make changes to and correct errors in brochure 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. The right is also reserved to any change in airline, aircraft types and vessels scheduled for any specific departure.

If we change your holiday

Even after we have confirmed your booking we may have to make alterations to confirmed arrangements. Most such alterations will be minor and of little effect on your overall arrangements and while we will do our best to notify you of any such minor change before your departure, we will have no other liability to you. Occasionally we may have to make a significant change to your confirmed arrangements.

Significant changes include but are not limited to the following (which are illustrative):

Change of departure airport
Change of your time of departure or return by more than 12 hours
Change of resort
Change of holiday accommodation to accommodation of a lower official rating.

If we have to make a significant change, we will notify you as quickly as possible and offer you the following options:

(for significant changes) accepting the changed arrangements or
purchasing an alternative holiday from us, of a similar standard to that originally booked if available. We will offer you at

least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If the holiday is cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other available holidays. You must pay the applicable price of any such holiday. This will mean you paying more if it is more expensive or receiving a refund if it is cheaper or
(c) cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.

In addition, you will receive as compensation a credit towards the cost of your arrangements, or any alternative selected, of the amount shown below. In all cases we will have no liability for any other or greater compensation, or for expenses or losses incurred as a result of any change

Period before departure date notification given by us	Compensation per fare paying passenger (excluding children)
0 – 7 days	€60
8 – 14 days	€48
15 – 28 days	€36
29 – 42 days	€24
43 – 75 days	€12

If we cancel your holiday

If we have to cancel your booking we will not cancel less than 75 days before your departure date, except for ‘unavoidable and extraordinary circumstances’, or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached. If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).

No compensation will be payable and the above options for either a change or cancellation 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 a change is a minor one.

Please note, in the event of a cancellation, airline schedule change or change of departure airport, we are not liable to cover the cost of flights, trains or any form of transportation or any other expenses incurred by these changes.

10. Our liability to you

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 the travel services specifically included in your package, as set out in your confirmation invoice, Detailed Itinerary and the information we provided to you regarding the services prior to booking. Please note that we shall not be responsible for any additional services provided to you, whether provided by the travel service providers or otherwise, which are not set out in your confirmation invoice, Detailed Itinerary and the information we provided to you regarding the services prior to booking.
We will not be responsible or pay you compensation for any personal injury or death unless you are able to prove that it was caused by our negligence or the negligence of our suppliers.
We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
- the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
- ‘Unavoidable and Extraordinary Circumstances’ as defined in clause 8 above.
Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract including any excursion you purchase in resort. Please also see clause 11 “Excursions”.
As set out in these booking conditions, we limit the maximum amount we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is three times the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 10(6) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/ or off the transport concerned) provided by any air, sea, rail or road carrier to which any international convention or regulation applies, extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which are 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. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier for the claim in question.
Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services set out in the confirmation invoice, Detailed Itinerary and the information we provided to you regarding the services prior to booking and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of 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 in respect of any claim for damages or compensation whatsoever 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.
It is a condition of our acceptance of liability under this condition that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us 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.
Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) 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 or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses including self employed loss of earnings.

11. Excursions

We may provide you with information (before departure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do

not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. If you feel that any of the activities or excursions referred to in our brochure, on our website and in our other advertising material

which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities or excursions which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of

booking.

12. Complaint procedure

If you have a problem during your holiday concerning any service provided as part of the arrangements we have confirmed, you must inform our National Escort or Local Guide (or, if none available,

with our local agent or hotel manager) immediately to enable them to try to resolve the matter. Any notification must be put in writing and given to our representative / agent and the supplier as soon

as possible. Our emergency number is manned 24 hours a day, seven days a week and is +44 1888 288 288. Until we know about a complaint or problem, we cannot begin to resolve it. If you remain

dissatisfied, however, you must write to us within 28 days of your return to Ireland giving your booking reference and full details of your complaint. Please address all correspondence to customer@

wendywutours.co.uk. Only the lead name should write to us. If you fail to follow this simple complaints procedure, your right to claim any compensation you may otherwise have been entitled to may be

affected or even lost as a result.

13. Online dispute resolution

You can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it

will not determine how your complaint should be resolved. Please note that we are not subscribed to an approved Alternative Dispute Resolution scheme, therefore neither the ODR platform nor any

approved ADR providers will be able to accept your complaint.

14. 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. Some of these

terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions (see clause 10(4) and 10(6)). Copies of the relevant parts of these

terms and conditions and of the international conventions are available on request from ourselves or the supplier concerned.

15. Behaviour

When you book a Holiday with Wendy Wu Tours Limited you accept responsibility for the proper conduct for yourself and your party whilst on Holiday. If we or any other person in authority is of the

reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we will be entitled to terminate the holiday of the person(s) concerned. The person(s) concerned will be required to leave the accommodation or other service and we will have no further responsibility to them including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be paid directly at the time to the service supplier concerned. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost

is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the

other party’s full legal costs) as a result of your actions.

16. Special Requests

If you have any special requests, including dietary requirements, you must inform us prior to booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we

cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. Unless you receive written confirmation from the supplier that a special request will be complied with, you must assume that it will not be. The responsibility for providing the special request lies solely with the supplier and not with Wendy Wu Tours. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

17. Fitness, Medical Conditions, Disabilities & Illness

Please note that our tours cover areas with varying terrain (including steps, steep hills and uneven walkways) which can be difficult to negotiate. An indicated ‘physical rating’ is outlined clearly in this brochure and in the tour specific Detailed Itineraries. It is your sole responsibility to ensure that you are sufficiently fit and well to negotiate these areas, without any adverse effect on the overall group or tour operation. You should check that your proposed areas of travel are suitable dependent on your own health, including any medical condition and/or disability that you may have. If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you make your booking so that we can assist you in considering the suitability of the arrangements and/ or making the booking. Dietary allergy requests must be made at time of booking and will be passed on to the relevant supplier. In any event, you must give us full details via Email at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. We may require you to produce a doctor’s certificate certifying that you are fit to participate. 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.

18. Sickness Policy

If due to illness or failure to satisfy medical requirements (for example compulsory vaccinations or testing) we or any of our suppliers refuse to transport or accommodate you, we may (acting

reasonably) exclude you from commencing or continuing the trip. In this situation we will provide you with reasonable assistance to make alternative travel arrangements and where possible to rejoin your

group when medically cleared to do so. This will be at your own cost and you should contact your travel insurance provider immediately. Note that we will not be liable to refund the cost of your trip (or any part of it) under these circumstances.

19. Flights

In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers who are subject to an

operating ban within the EU. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm. In accordance with EU Regulations we are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of clause 9 “If we change or cancel your holiday” will apply. We are not always in a position at the time of booking to confirm the flight timings which will be used in connection with your flight. The flight timings shown in our brochure, on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets approximately 2 weeks before departure.

You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been

despatched - we will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to

other arrangements without paying our normal charges except where specified in these conditions.

20. Delay & Denied Boarding Regulations

In the event of any flight delay or cancellation at your Irish, UK or overseas point of departure, the airline is responsible for providing such assistance as is legally required by the Denied Boarding

Regulations (see below). The ferry, tunnel or rail operator is similarly responsible in relation to any delayed or cancelled sea crossing or international rail departure. Except where otherwise stated in our

brochure or on our website, we cannot provide any assistance in such circumstances other than information and advice to the extent we are in a position to do so. Any airline concerned may however provide refreshments etc. We cannot accept liability for any delay which is due to any of the reasons set out in clause 10(2) of these Booking Conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements. If your flight is cancelled or

delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/

or provide you with accommodation and/ or refreshments under EC Regulation No 261/2004 -– ‘the Denied Boarding Regulations 2004’. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel 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 have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules you may complain to the Civil Aviation Authority on 0333 022 1500 or by completing the relevant online form at https://www.iaa.ie/consumer-protection/air-passenger-rights

21. 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 sub-contractors will not be liable for the 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 Booking 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.