Where you book a cruise or a cruise together with a flight and/or a transfer and/or a Pre-booked Excursion (as defined in the Section entitled "Excursions" at Section D18 below), you are booking a "Cruise Package".

When you book other travel services which have been combined into a Package by a third party tour operator (e.g. accommodation, flights, car hire and / or Pre-Booked Excursions), you are booking a “Third Party Package”.

We will inform you if you have made a Cruise Package or Third Party Package booking.

(Unless it says otherwise in the relevant Travel Provider’s booking terms and conditions) Cruise Package bookings and Third Party Package bookings are both Single-Contract Package bookings.

For Single-Contract Package bookings, we arrange for you to enter into a single contract for all of the Travel Services which comprise your Package booking with the relevant Travel Provider (i.e. in this Section, the third party tour operator or cruise operator).  It will be the relevant Travel Provider which will be the principal in the contract with you.

The terms set out below, together with the terms in Section D, apply to Cruise Packages and / or other Third Party Package bookings.

Cruise Packages

When you book a Cruise Package, you will be entering into a contract with the Travel Provider for the Cruise Package, for example the actual operator of the cruise or another entity for example ICE Europe Limited. In all such bookings, our role will be limited to acting as an agent on behalf of the Travel Provider of the Cruise Package and your contract with us (covered by these Booking Conditions) is for our services as the agent of the Travel Provider. In addition to these Booking Conditions, the terms and conditions of the Travel Provider will also apply to your booking. Where the Travel Provider is ICE Europe Limited, the terms of and conditions of the operator of the cruise will apply in addition to those of ICE Europe Limited. All terms and conditions will be made available prior to booking.

Third Party Packages

When you book a Third Party Package, you will be entering into a contract with the tour operator for the Third Party Package (i.e. the Travel Provider). We will let you know the name of the Travel Provider.

In addition to these Booking Conditions, the terms and conditions of the Travel Provider will also apply to your booking. All terms and conditions will be made available prior to booking.

We act as an agent for the Travel Provider of the Third Party Package. You therefore also have a contract with us (covered by these Booking Conditions) for our services as the agent of Travel Provider. 

The cruise operator or third party tour operator will provide financial protection for the Cruise Package or Third Party Package booking you make through us. If your Cruise Package or Third Party Package includes a regulated flight, the cruise operator or tour operator will issue you with 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.

Cruise ships do not have adequate medical facilities for childbirth on board. Cruise ships will not carry you if you have entered or passed your 24th – 28th week of pregnancy at any point in your cruise – the exact timing depends upon the cruise ship operator. You must, therefore, check with us at the time of booking. All pregnant women should produce a doctor's or midwife's letter stating that mother and baby are in good health, fit to travel and that the pregnancy is not high-risk. The letter must also include the estimated date of delivery (EDD) as calculated from both the last menstrual period (LMP) and ultrasound if this has been performed. We cannot accept a booking and the cruise ship cannot subsequently carry you unless you comply with this Section. If you are pregnant and made a booking (or made a booking on behalf of a pregnant passenger) before it could reasonably have been known that you or the passenger would not be able to join the cruise because you have entered or passed the 24th – 28th (as the case may be) week of pregnancy at any point in the cruise, we will refund in full the price paid by you and the price paid by any accompanying passenger, provided that the pregnant passenger notified us as soon as reasonably practicable upon becoming aware that they would not be able to join the cruise, but shall otherwise not have any liability whatsoever. We and our third party cruise Travel Provider(s) expressly reserve the right to refuse passage on board to you if you appear to be in an advanced state of pregnancy and we shall not have any liability whatsoever in respect of either such refusal and/or your carriage.

Most cruise operators will refuse permission for children aged 6 months or less (in some cases 12 months or less) to board the ship.

Neither we nor the cruise operator shall have any liability for any consequences of such a refusal.

We and our third party cruise Travel Provider(s) reserve the right to require you to produce medical evidence of fitness to travel on a Cruise Package. 

If you (or a member of your party) have a physical or mental disability or any other condition which may require special treatment or assistance (including those who use wheelchairs) you must advise us in writing before you make a booking. If you (or any member of your party) use a wheelchair, you must furnish your own standard size wheelchair and you must be accompanied by a travelling companion fit and able to assist you. Cruise ships' wheelchairs are for emergency use only. We and our third party cruise Travel Provider(s) reserve the right to refuse passage to you if you fail to notify us and our third party cruise Travel Provider(s) of such disabilities or need for assistance or who in our opinion is unfit for travel or whose condition may constitute a danger to themselves or others on board.

(i) We expect at all times that you conduct yourself in a proper manner and with due regard for the general health, safety, comfort, enjoyment and general well-being of all persons both on board the cruise ship and involved in the provision of any service or facility forming part of the Cruise or any Excursion (including Locally Booked Excursions or Pre-Booked Excursions – as defined in Section D18), and, by booking with us, you expressly agree to this. You agree that this also includes any COVID-19 measures implemented by the cruise operator or Master of the cruise ship (for which see Section D8). If it appears that your conduct, behaviour or health is such as to be a breach of this requirement or your behaviour, health or conduct is likely to endanger your own health or safety or that of any other passenger or crew or may make you likely to be refused permission to go ashore at any port or may make us liable for the costs of any medical treatment and/or maintenance and support and/or repatriation, then we and our third party cruise Travel Provider(s) and/or the cruise ship's Master shall have the right to take any one or more of the following measures as may appear to be reasonable and appropriate in the particular circumstances: 

• refuse to embark or to disembark you at any port or other place of call;
• disembark you;
• transfer you to another berth;
• confine you to a particular stateroom or to the cruise ship's medical centre; and / or
• through the cruise ship's doctor and/or his staff, administer any drug, medicine or other substance of a similar nature, or admit and/or confine you to a hospital or any similar institution at any port as the cruise ship's doctor may consider necessary.

(ii) In the event of any action taken pursuant to this Section B5 (including where any loss or damage arises out of or is connected with the matters described in Section D8, neither you nor (at our and our third party cruise Travel Provider's discretion) any other person travelling with you (whether or not under the same booking) shall be entitled to make a claim against us for any loss or expense incurred as a result of such action, whether for a full or partial refund of the price or for any other form of compensation or for the cost of returning to your place of departure or to any other place or for any other form of loss or expense whatsoever. Where you are repatriated pursuant to this Section B4 at our expense, we reserve the right to recover our costs

Our only obligation to you is to exercise reasonable skill and care in arranging for you to enter into contract(s) with the Travel Provider of the Cruise Package or Third Party Package. We shall have no duties to you concerning the actual performance of the Cruise Package or Third Party Package. We shall have no liability to you for any loss, damage, cost, expense or otherwise which you suffer and which arises out of the failure to perform or the improper performance of the Cruise Package or Third Party Package, except where death or personal injury has been caused by our negligence. 

We further limit our liability, where applicable, by the Conventions referred to in this Section. 

All carriage (by land, air and sea) is subject to the terms and conditions of carriage of the actual carrier (which may be our third party cruise Travel Provider or their sub-contractor). Such terms may limit or exclude liability, are expressly incorporated into these Booking Conditions and also form the terms and conditions of separate contracts between you and the particular carrier as contained in the carrier's ticket which is provided to you before your scheduled departure date. You can get copies of the relevant terms and conditions if you ask us. 

Carriage of passengers and their luggage by sea is governed by the Athens Convention.You can get copies of this Convention if you ask us. The Athens Convention is expressly incorporated into these Booking Conditions and our liability for death or personal injury or for loss of or damage to luggage arising out of carriage by sea shall be determined accordingly. In most cases, the Athens Convention limits the carrier's liability for death or personal injury or loss of or damage to luggage and makes special provision for valuables. It presumes that luggage has been delivered undamaged to you unless you give us or the cruise operator written notice:

(a) in the case of apparent damage, before or at the time of disembarkation or redelivery of luggage;

(b) in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or redelivery or from the time when such redelivery should have taken place. Any damages payable by us up to the Athens Convention limits shall be reduced in proportion to any contributory negligence by you and by the maximum amount deductible as specified in Article 8 (4) of the Athens Convention.

(c) Notwithstanding that the cruise is performed on a cruise ship not owned by us, it is agreed that we shall at all times nevertheless be deemed a ship owner for the purposes of the Convention on Limitation of Liability for Maritime Claims 1976 (as amended by the Protocol of 1996 or otherwise and as in force in any relevant jurisdiction from time to time), and so are entitled to limit our liability under its terms.

Embarkation Times:

You must comply with the following boarding requirements. If you do not arrive to embark on time at any port or place, then we and the Travel Provider(s) shall have no liability in respect of the consequences. In respect of cruises, the cruise operators shall not be obliged to delay or deviate from the intended itinerary and you must bear any and all costs arising as a result. Costs associated with transportation to re-join the cruise ship such as, but not limited to, Government fees, visa fees, subsistence, lodging, air fare, launch fare, car hire or agency fees shall be borne by you.

Arrival at the Cruise Terminal:

For your comfort and convenience, we recommend that you arrive at the cruise terminal no earlier than two (2) hours prior to the scheduled embarkation time printed on your cruise documents. Because of security regulations, you may not be allowed to enter the cruise terminal prior to the scheduled embarkation time and may want to avoid waiting in potentially inclement weather as the waiting area outside and inside the cruise terminal may be limited. 

Final boarding time: in order to facilitate the embarkation process, some cruise operators will require you to complete their online advance registration to comply with new Government regulations governing departure manifests. It is your responsibility to check the relevant cruise operator's registration and check in process. You will usually be required to check in at the cruise terminal two (2) hours prior to departure time stated on your tickets or you may not be permitted to sail. If you are late arriving, you may join the ship at an approved port of call in the scheduled cruise itinerary. You will be responsible for all applicable fees and travel expenses to that subsequent port of call. 

Boarding Time in Ports of Call:

In all ports of call, it is also your responsibility to be back onboard the cruise ship no later than one (1) hour prior to the cruise ship's scheduled departure time. Please be aware that shipboard time may differ from the port of call and it is your responsibility to follow the shipboard time. In the event you miss the cruise ship, it will be your responsibility to pay all expenses incurred to re-join the cruise ship.

At any port or place the cruise operator may refuse to embark or may disembark any customer who, in the opinion of the Cruise Master, cruise ship's medical personnel or other authorised ship's officer, might be excluded from landing at destination by Immigration or other Governmental Authorities or who may be suffering from contagious or infectious disease (including COVID-19 and other major health risks) or whose presence, in the opinion of the Master, may be detrimental to the comfort or safety of other customers or the crew. In such cases you shall not be entitled to any refund of the Cruise Package cost or compensation of any kind. Additionally, we will have no liability for any costs or expenses they incur as a result. In cases of quarantine of the ship involving your detention, you must bear all risk and expense thereby caused and will be charged for food and accommodation during the period of detention, payable day by day, if maintained on board the ship, and for all other quarantine fees and expenses assessed or incurred by you. For more details on COVID-19 related measures which may be taken by the Cruise Master, see Section D8.

Cruise ships shall, in the event of Unavoidable and Extraordinary Circumstances, also be at liberty to deviate from the advertised route and to call (or omit to call) at any port or place to tow and assist vessels and to offer or render assistance to preserve life or property or for any other reason or purpose which in the judgment of the Master of the ship (whether alone or acting on advice from others) is reasonable including, but not limited to, weather conditions, operational matters, the medical condition of anyone on board or the safety, comfort or convenience of guests. Such deviation shall not give rise to any liability on our part and shall not represent a significant change to the Cruise Package.

If you purchase a Cruise Package or Third Party Package and, at the same time, purchase another travel service through us (i.e. a single component such as a flight), the additional travel service will not form part of your Package booking and you will not be buying a Package Holiday from us.

If you purchase a Cruise Package or another Third Party Package and, at the same time, also purchase two or more travel services through us, the two or more travel services will form a Package Holiday where we are the Organiser. In this case, you will be making two Package bookings and you will not be making a “Package Plus” booking (as defined in Section D). Section A will apply to the Package Holiday, this Section B will apply to the Cruise Package or Third Party Package and the terms set out in Section D will also apply to your bookings.

The terms set out below, together with the terms set out in Section D, apply to bookings for “single component” sales (as defined below).

When you book a single component with us (e.g. flight-only, hotel-only, car hire on its own), you will be entering into a contract with the Travel Provider for the component (such as the airline, hotelier or car hire company). In all such bookings, our role will be limited to acting as an agent on behalf of the Travel Provider of the component. In addition to these Booking Conditions, the terms and conditions of the Travel Provider will also apply to your booking.

Price increases may occur any time prior to full payment being received from you, and you will be liable to pay any such increases in full.

In the case of a scheduled flight only booking, transfer to another person will involve cancelling the original booking, thereby incurring any relevant cancellation charges and then making a new booking, which will be subject to availability and any additional price increase. Transfer of any other type of booking is subject to the Travel Provider's own terms and conditions and the applicable amendment or cancellation charges.

Bookings may be amended or cancelled in accordance with the relevant Travel Provider's terms and conditions and subject to the Travel Provider's amendment and cancellation charges. In many cases our flight Travel Provider may impose charges of up to 100% of the cost of the travel arrangements and these will be passed onto you. Please refer to Section D6 for more details on changing your booking.

Our responsibility is to exercise reasonable skill and care in arranging for you to enter into a contract with the relevant Travel Provider (including air carrier of air transport, accommodation owner/provider, car hire provider) of the components you book, but we do not have any responsibility for the operation of the component itself. We shall have no duties to you concerning the actual performance of the booking. We shall have no liability to you for any loss, damage, cost, expense or otherwise which you suffer and which arises out of the failure to perform or the improper performance of the booking, except where death or personal injury has been caused by our negligence.

We have no liability to you for any dissatisfaction, loss of enjoyment, loss, injury or damage which results from your use of the single component. Further, we have no liability to you in any event for any consequential loss which you may suffer in relation to any arrangements which you book to coincide with the single component you have booked with us.

Please note in the unlikely event of our collapse/insolvency, any money you have paid us for any component is not protected by a scheme of financial protection. If this is important to you, we recommend you book a Package Holiday or obtain suitable travel insurance.

If you purchase a single component from us and, at the same time, purchase through us a Cruise Package or other Third Party Package, the single component will not form part of your Package booking, we will not be the Organiser of that Package booking, and you will not be making a “Package Plus” booking (as defined in Section D9). 

For all bookings as described in Sections A, B and/or Section C above, a contract will exist between you and us when you have paid the price payable on bookingand we have issued our Itinerary to you. A copy of the Itinerary will be sent to the lead name on the booking (the "Lead Name").

The Lead Name on the booking must be a minimum age of 18 years old at the time of booking.

The Lead Name on the booking will be the person responsible for the booking. The Lead Name shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests, for paying any additional charges in relation to the booking, and for all other matters concerning the booking.

The Lead Name must ensure and hereby confirms that the details provided for all parties to the booking are full and accurate, that all parties agree to be bound by these Booking Conditions and that the Lead Name has the authority to accept and does accept these Booking Conditions on behalf of all persons in the booking. The Lead Name agrees to check all descriptions on the travel documentation received after booking and to inform us immediately of any errors or instances where personal details do not correspond with those shown on the passports of those travelling under the booking.

All bookings are subject to availability at the time of booking. We try hard to make sure that our advertisements are kept up to date, but we do not guarantee that any of the services we advertise will still be available at the time of booking. We will inform you as soon as possible after placing a booking if, for any reason, the travel services you have sought to book with us is not available.

We shall be under no obligation to issue an Itinerary after you have placed a booking with us. We will not issue such a confirmation if we discover an error in the pricing of the services or if any part of booking is no longer available.

If, for any reason, we are unable to accept your booking, we will inform you of this and not process your booking further. We will then arrange for you to be refunded any part of the booking already paid unless you decide to use that payment towards a different booking.

If you have any special requests, you must let us know during the booking process. We will attempt to pass on all reasonable requests to the Travel Provider(s) at our sole discretion but cannot guarantee that such requests will be met by the Travel Provider(s).

If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the booking is suitable for you. See more information in Section D17 below.

When you make a booking with us and if your booking is made more than 12 weeks before the intended departure date, you must pay either:

(i) the full fare (depending on our Travel Provider(s)' conditions for the travel arrangements in question), or

(ii) a deposit as required by us and/or the Travel Provider of the services for the arrangements in question, the amount of which will be advised at the time of booking.

You will be advised at the time of booking what payment is required for your particular arrangements. The balance of the cost of your travel arrangements must be paid within 12 weeks before the departure date. If your booking is made within 12 weeks of your intended departure date, the total cost of your travel arrangements must be paid at the time of booking.

PLEASE NOTE FAILURE TO PAY ON TIME WILL RESULT IN CANCELLATION.

If either the deposit or the balance is not paid in full by the due date, we may cancel your booking immediately and, if you have already paid a deposit, we shall retain your deposit. In the event of such cancellation, we shall have no liability to you and for Package Holidays, the provisions of Section A12 shall not apply.

A VAT invoice is a legal document that needs to be produced by the Travel Provider of the goods or services. It is supporting evidence for the VAT that the Travel Provider owes to the tax authorities. In our role as an agent, and not the Travel Provider of hotel rooms, we have no right or obligation to raise the relevant VAT invoice. Furthermore, American Express are not in a position to enforce the Travel Provider to raise a VAT invoice either.

You must pay with your American Express Card. Alternatively, at our discretion, we may accept full or partial payment through redemption of your Membership Reward points. Separate terms and conditions will apply.

It is a condition of your booking that you have suitable insurance cover in place to cover you for the countries and activities you may be undertaking on your holiday. Your insurance should also include cover against COVID-19 and other health related incidents which may affect or curtail your booking.

It is your responsibility to ensure that you reconfirm the departure date and times of all your flights at least 72 hours prior to departure. This is particularly important in respect of subsequent journeys after you have left your place of departure.

Your tickets and any other documents relating to your booking will be sent to the Lead Name's address which you give us at the time of booking or may be delivered by e-mail in the form of an e-ticket and/or voucher(s) to the Lead Name's e-mail address you supplied at the time of booking. Provided you have paid the total cost of the travel arrangements, we will endeavour to dispatch your tickets to you at least 2 weeks prior to departure.

IT IS IMPORTANT THAT YOU CHECK ALL DETAILS OF YOUR TRAVEL DOCUMENTS BEFORE LEAVING YOUR PLACE OF DEPARTURE. IF THERE ARE ANY INACCURACIES OR YOU HAVE ANY OTHER QUERY PLEASE CONTACT US IMMEDIATELY.

If you wish to make a change to your booking after we have issued our Itinerary, please contact us. We and the Travel Provider(s) do not have a legal obligation to make such changes but we may, at our sole discretion, try to accommodate your request. Please understand that it is often not possible for us to do so as changes may depend on availability and the terms and conditions of our Travel Provider(s). 

You have a legal right to cancel your Package Holiday after we have issued our Itinerary. If you wish to cancel, please contact us. You will also have these cancellation rights if you have made a Cruise Package or Third Party Package booking. If you wish to cancel, please contact us and we can assist you with making these arrangements with the relevant cruise or tour operator.

If we (and the relevant Travel Provider) agree to make a change or you wish to cancel your booking, you agree to pay any costs we incur which are imposed by the Travel Provider(s) for making the change or cancellation. This could be substantial and such costs tend to increase the closer you are to the date of departure. For instance, certain elements of your booking (e.g. a flight) may incur a 100% cancellation charge. 

Remember any change to your departure date, airport, transport, destination, accommodation, or length of holiday must apply to all members of your booking. 

If you do cancel your booking, you must still pay any insurance premiums and administration charges, which arose before the cancellation, and any deposits paid for any pre-booked items or services. 

ACCOMMODATION CHANGES AND CANCELLATION

If you want to change or cancel any accommodation you have booked through us whether booked as part of a Package Holiday or as a single component, you agree to pay any additional charges applied by the Travel Provider(s). If you have paid supplements for accommodation and the number of people in your accommodation changes, you may have to pay extra. 

In some cases we negotiate special offer rates with our accommodation providers and such rates may not allow changes or cancellations to accommodation or may allow changes or cancellations but with a change or cancellation fee of up to a 100% of charges. Where this applies, you will be advised at the time of booking.

Changes to bookings – our charges

FLIGHT OR CRUISE CHANGES AND CANCELLATIONS

The majority of our flight and cruise Travel Providers, do not typically allow changes to be made to tickets after bookings have been made. The tickets we sell are very restrictive and can result in charges of up to 100% of the price of the ticket being applied by the airline, or cruise operator, regardless of the notice period given to us. We reserve the right to pass on these charges.

Changes such as name changes (including initial changes), destination and date changes can be treated by the Travel Provider(s) as a cancellation and rebooking, regardless of the period of notice given to us. If the Travel Provider treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the Travel Provider(s), which could be up to 100% of the ticket. See also the section entitled "Our Charges".

Transport Travel Providers may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater than the cost of the original ticket.

Our Charges

We will not impose additional costs where you change or cancel a booking. However, you will be liable to pay  any charges applied by the flight and/or cruise Travel Provider(s).Any booking discount you may have received at the time the original booking was made, may be altered or reduced whenever changes are made.

As part of the ATOL regime, we are required to pay an ATOL Protection Contribution (APC) (currently £2.50 per person) to the CAA for any flight-inclusive Package Holiday bookings you make with us. At our discretion we may pass this levy on to you as a separate charge on your invoice. In the event that you choose to cancel your flight the APC is not refundable in any circumstances. 

Charges for Changes/Cancellations You Make to Flights or Cruises

CHANGES AND CANCELLATION OF OPTIONAL EXTRAS

When we refer to 'Optional Extras', we mean anything you choose to add to your booking that is additional to the inclusive transport and accommodation arrangements you book. For example, transfers. If you cancel any Optional Extras for which there is a cost, we will pass on any costs imposed by the Travel Provider of the service.

We shall provide you with any refund of payments made under the booking, less any cancellation and/or administrative charges payable, as soon as we can and generally within 14 days of cancellation.

The Travel Provider(s) have their own booking conditions and conditions of carriage, and you will be bound by these, so far as the relevant Travel Provider is concerned. Travel Provider(s)' conditions will also apply to your contract with us, and in the event of any conflict between the Travel Provider(s)' conditions and our Booking Conditions, the Travel Provider(s)' conditions will prevail, save to the extent that any term in the Travel Provider(s)' conditions is deemed to be invalid or unenforceable, in which event our Booking Conditions will prevail. Some of our Travel Provider(s)' conditions may limit or exclude liability on the part of the relevant Travel Provider and, by virtue of their application to your contract with us, may also limit or exclude our liability to you, and are often subject to International Conventions. Where relevant, copies of such conventions may be available for inspection at the office of the relevant Travel Provider. Travel Provider(s)' conditions applicable to your booking will be displayed to you on the final Itinerary page and can also be accessed through a link on the booking confirmation email.

We both acknowledge and agree that the COVID-19 pandemic has affected travel throughout the world and that we both have responsibilities to comply with various laws, regulations and guidance issued by governmental or regulatory authorities which seek to manage the risks caused by COVID-19. In the light of these risks, it is a condition of booking with us that you obtain travel insurance which includes cover against any COVID-19 issues or incidents which may affect your booking.

You acknowledge that laws, regulations and the Travel Providers providing your holiday (such as airlines, train operators, cruise operators, hoteliers and other service providers) may require you and employees of your Travel Providers to comply with various measures which have been introduced to manage the risk of COVID-19. These may include (without limitation) a requirement to undergo temperature checks, provide health information or certificates, wear personal protective equipment such as face-masks and gloves and abide by social distancing requirements. There may also be limitations on the number of persons who may use facilities or services at any particular time, limitations on the availability of certain facilities and services (e.g., buffet and self-service restaurants may be replaced by a-la-carte, spas and pools may be closed), requirements to pre-book facilities and services, sanitisation and other hygiene requirements.

You also acknowledge that certain Travel Providers, ports, airports, border control or other third parties may require you to undertake certain health formalities or satisfy other requirements aimed at managing the COVID-19 risk as a condition to you travelling, departing, entering or residing in a particular place. You agree that it is your obligation to obtain details of these requirements ahead of your travel departure date and comply with and satisfy these requirements. If you fail to meet these requirements, or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service which forms part of your booking. We shall not be liable to you for any refunds or compensation in relation to such matters.

You also acknowledge that certain countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return.

We strongly recommend that you familiarise yourself with the Foreign, Commonwealth & Development Office’s latest advice for travel to other countries which is available here:  https://www.gov.uk/foreign-travel-advice.

If you test positive for Covid-19 (or you have come into contact with someone who has tested positive for Covid-19 or who may have Covid-19 symptoms) before travelling, and you are no longer able to travel, then your booking will be treated as having been cancelled by you and our standard cancellation charges will apply (for which see Section D6). We will, however, explore with you whether it is possible for you to postpone your booking to a later date, which may incur further charges. It might also be possible for you to transfer your booking to another person, subject to the terms of transfer set out in these Booking Conditions.

If you test positive for Covid-19 (or you have come into contact with someone who has tested positive for Covid-19 or who may have Covid-19 symptoms) during travel, you acknowledge that you may be required to follow certain measures designed to manage the risk of COVID-19 (including measures in accordance with local laws and regulations) and that you may be refused access to the relevant service(s). You may, for instance, be required to self-isolate for a period of time. You agree to comply with these requirements. In this instance, we will provide you with such reasonable assistance as we are able to in the circumstances. However, we will not be responsible for meeting any costs incurred by you or for refunding or compensating you for the curtailment of your holiday, cancelled or rebooked transportation, additional accommodation or other associated costs you incur in connection with the same.

We both agree that the measures set out above are a necessary part of keeping you, other travellers, employees and the public safe on holiday. You are making your booking in full knowledge that such measures are likely to be a part of your holiday and do not amount to significant changes to your booking, nor do they amount to any Non-Performance.

We shall have no liability to you for any refunds, compensation, losses, costs, expenses or damages you incur in connection with the matters described above or if you are unable to travel or make use of all or part of your booking because of these matters. These are risks which you must protect through obtaining comprehensive travel insurance.

A “Package Plus” booking could be formed if we sell a Package booking as an agent, and at the same time sell an additional travel service to you. For instance, you may make a request for airport accommodation to be booked alongside a third party Package, perhaps because of an early flight, or you may make a request for a hotel and car hire to be added to your Cruise Package. Such bookings, when made together, are sometimes considered to be “Package Plus” bookings – bookings which, when made together, are classed as one overall Package, for which we, as the travel agent, would be responsible.

You acknowledge and agree that you will not be making a Package Plus booking with us if you make a booking for:

(a)     A Cruise Package or a Third Party Package which has been organised by a third party tour operator and, at the same time, you make a single component booking through us; or

(b)     A Cruise Package or a Third Party Package which has been organised by a third party tour operator and, at the same time, you book (2) two or more travel services through us, which themselves together form a separate Package Holiday booking for which we are the Organiser.

Rather, you will be making at least one Package booking in addition to other travel service bookings. These will be separate bookings and they will not be combined to form one overall booking (i.e. not a Package Plus booking), and we will not be the Organiser for the overall booking. Section A, B and/or C (along with this Section D) will apply to each relevant element of your booking. 

In the unlikely event that the airline with which you are travelling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight, if we are legally obliged to do so. If the flight is part of a Package Holiday, Sections A3 and A4 will apply. If you have provided us with your contact details for when you are abroad, this may further assist us in contacting you. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.

In making alternative return flight arrangements for you we will take the approach of 'like for like'. What this means is that if your flight is an economy seat we will arrange an economy return alternative and if this is not available immediately, you will be responsible for the cost of remaining abroad until it is or if you wish to upgrade to an immediately available business or first class seat, you will have to pay the difference between the economy seat and the upgraded seat. If your flight seat is business or first class, we will endeavour to find an immediately available business or first class alternative. Our priority, however, will be to book your return flight as soon as possible and, therefore, if the earliest return flight is in a lower class than that which you booked, that return flight is what we will arrange for you and that will be the extent of our obligation to you.

Flight timings are provided by airlines and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and we do not have any liability to you for any delay, which may arise, or for any schedule alterations.

At the Airport – Check-in

If you fail to check in on time, the airline is entitled to refuse to allow you to board the flight. We cannot accept responsibility if such a situation arises and, whilst we endeavour to assist in making alternative travel arrangements to your resort, any cost or loss incurred as a result will be your responsibility.

If you fail to check in at all for your flight, we retain the right to cancel any other arrangements you have booked with us and you will be unable to use your return flight. No refund can be made for any unused arrangements.

Important notice: you must check-in at least 1 hour prior to departure, failure to do so could result in you being denied travel. Remember no calls will be made for your flight so please make sure that you are at the departure gate no later than 45 minutes before your departure time. Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense.

Our Contact Details

For any general enquiries, making cancellation and amendment requests to your booking/holiday, or for assistance or any complaints about your booking with us, while you are on holiday, you may contact us using the details set out in the Itinerary and for other inquiries, please see below contact details.

Customer support for online travel enquiries

0800 032 7233 or 0870 850 0380

From abroad: +44 (0)1293 826 704

(Mon – Fri 9am -5.30pm GMT/BST- Excluding public holidays)

Or call the number on the back of your card for 24/7 assistance.

You can also contact us via our Click to Chat service, which you can find by clicking on the ‘Support’ tab on our website: https://www.americanexpress.com/uk/travel/contact-us/. Operating hours are Monday - Sunday from 08:00 to 20:00 GMT/BST.

Customer support for phone travel enquiries

For ICC Cardmembers

Platinum: +44 (0) 1273 576 454

Centurion +44 (0) 1273 576 453

For UK Platinum and Centurion Cardmembers

Platinum: call 0800 032 7725 option 1 and from abroad+ 44 (0) 1293 820 925

Centurion: 0800100 5050 and from abroad + 44 (0) 1273 667 272

Complaints

Making a Complaint While You Are on Holiday

If anything is not to your satisfaction during your holiday, please immediately inform both us (via the details set out above) and the relevant Travel Provider (for example, the hotel management, Customer Relations Desk on board the cruise ship) who will endeavour to resolve your problem.

It is important you advise us as well as the Travel Provider so we can both help to put things right without delay. We believe it is better for everyone to resolve problems that arise during your holiday promptly so that you can enjoy your holiday.

Please note failure to advise of problems whilst on holiday, as described above, deprives both us and the Travel Provider(s) of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract including reducing any compensation due, potentially to zero.

Making a Complaint When You Return Home

However, if your complaint is not resolved locally, please follow this up within 28 days of your return home by emailing us at the details set out in paragraph below, giving your booking reference and all other relevant information. Please keep your letter concise and to the point.

Customer Relations Department

American Express Travel UK

1 John Street

Brighton

East Sussex BN88 1NH

United Kingdom

E-mail: 

americanexpresstravelUK@service.americanexpress.com

If you have special needs, which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone.

We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may also reduce or extinguish any rights you have to claim compensation from us, or from any relevant Travel Provider. Any such rights will be reduced or extinguished if, had you followed the above procedures, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered.

It is difficult and sometimes impossible to properly investigate a complaint if we are not told about it reasonably quickly once your trip is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your trip, prevent us from carrying out a proper investigation.

Other Ways to Make a Complaint

We are a Member of ABTA. Our membership number is V4157. We aim to resolve all complaints ourselves, but if this is not possible, your complaint can be considered under the ABTA Arbitration Scheme Rules, devised by ABTA and supplied exclusively by CEDR. We will give you details of this scheme if you ask. The scheme does not apply to claims over £25,000 in total or more than £5,000 per person. Where a claim for personal injury is made, the limit on the amount claimed is £1,500 per person. To take advantage of the scheme you must return a completed application form for arbitration (supplied to you by ABTA once you have exhausted our complaints process) to ABTA within 18 months of returning from your trip.

If you are not satisfied with any aspect of your travel arrangements please complain as soon as possible to the relevant person (for example, the hotel management, Customer Relations Desk on board the Cruise Ship). If they cannot help you must contact us on the telephone number supplied to you on your invoice/receipt and we will do everything reasonably possible to sort the problem out. If you are still not satisfied please write to our offices in the UK within 28 days of returning home. If you have special needs, which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone. The address to send complaints to is:

Customer Relations Department
American Express Travel UK
1 John Street
Brighton
East Sussex BN88 1NH

United Kingdom

E-mail: americanexpresstravelUK@aexp.com

We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered.

It is difficult and sometimes impossible properly to investigate a complaint if we are not told about it reasonably quickly once your trip is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your trip, prevent us from carrying out a proper investigation.

We aim to resolve all complaints ourselves, but if this is not possible, your complaint can be considered under a dispute resolution scheme devised by ABTA and administered by IDRS Ltd. We will give you details of this scheme if you ask. The scheme does not apply to claims over £25,000 in total or more than £5,000 per person, or to claims mainly about illness or injury. To take advantage of the scheme you must contact the Chartered Institute of Arbitrators within 9 months of returning from your trip.

We can provide general information about the passport and visa requirements for your trip, but your specific passport and visa requirements, and other immigration requirements are your responsibility, and you should confirm these with the relevant embassies and/or consulates. Any information supplied by us on these or related matters (such as climate, when to travel, clothing, baggage, personal items etc.) is given as general guidance and in good faith but we do not accept liability for any decisions made on the basis of the information supplied.

The passport, visa and health requirements at the time of booking can be viewed on the Foreign Commonwealth  & Development Office website (www.gov.uk/foreign-travel-advice) or visit websites such as www.nathnac.org.uk and www.hpa.org.uk. It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any travel restrictions, entry requirements or immigration requirements, before you travel.

If you or any member of your party is not a British Citizen or holds a non-British Passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) you are travelling to or through. Neither we, nor the Travel Provider(s), accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. 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.

We will have no liability to you if you or any member of your party travel without the correct passport and visa or without the necessary vaccinations or other required travel documents, and you will have to pay to us any costs which we incur through helping you because of any such failure on your part.

The various paragraphs and Sections set out in these Booking Conditions operate separately to one another. If any court or any other relevant authority decides that any of these paragraphs or Sections (or part therein) are unlawful or unenforceable, the remaining paragraphs or Sections (and parts therein) will remain in full force and effect.

These Booking Conditions and the associated Itinerary set out the entire agreement between us. You are not relying upon any other statement, promise or assurance in relation to your booking.

These Booking Conditions are between you and us. No other person shall have any rights to enforce any of their terms and conditions.

If we do not insist immediately that you do anything you are required to do under these Booking Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you immediately, we can still require you to make the payment at a later date.

We may transfer our rights and obligations with you under these Booking Conditions to another organisation, and we will do our best to notify you if this happens, but this will not affect your rights or our obligations under the Booking Conditions.

If you have any queries about these terms, please contact us before placing a booking via the contact details shown in Section D12.

Joint Services: Please note that two airlines may share the same services; therefore a flight may not be operated by the airline whose designated code is shown on your itinerary and ticket.

Taxes: We will advise you of all mandatory taxes, which you must pay before departure. However, many countries charge departure taxes that can only be paid locally. It is therefore recommended that you retain sufficient local currency to meet such charges. Details of departure taxes can be obtained from the relevant airline when you reconfirm your flight details.

Refunds: All refunds, expressly agreed by us under these Booking Conditions to be due to you (except those referred to Sections A and B of these Booking Conditions), may take up to eight (8) weeks to be credited to your American Express account used to make the initial payment.

Services and goods provided during the holiday, service charges and any port or airport charges and taxes which are not included in the confirmed holiday price must be paid by you. Where services or goods are provided on board the cruise ship, payment must be made before you disembark. Without prejudice to any lien over your goods, you agree that the cruise operator shall be entitled to prevent any baggage or goods belonging to or travelling with you from leaving the cruise ship until all sums owed to the cruise operator have been paid in full.

Service charges and tipping vary between cruise operators. Service charges and tips are generally applied in recognition of the service you receive on board from all members of the crew, in a variety of locations. Many more crew behind the scenes support those who serve you directly and for this reason some cruise operators may require payment of service charges or tips in advance of travel. In some cases, these service charges or tips will be payable at the time of booking and shown on your confirmation invoice, in other cases they will automatically be added to your on-board cruise ship account. Where charges are made at the time of booking and shown on our website and included on your Itinerary, it may be possible to request these charges are removed from your booking and added to your on-board cruise ship account. Please enquire with us at the time of booking.

Please note that some cruise operators may leave tips at your discretion on board, or may expect you to reward good service in addition to payment of the pre-payable service charge. Where gratuities are payable onboard for e.g., drinks, beauty treatments, it is suggested that the amount of 10-15% is appropriate. Service charges may be subject to change. For further details please enquire at the time of booking.

If you have a special request for anything that is not automatically part of the travel arrangements you book through us, please advise us when you book and we will pass this information on to the Travel Providers we work with. Our note of your request on your Itinerary confirms we have received it and does not guarantee that we, or the relevant Travel Provider, can meet with your request. Where possible they will try to help you, but we cannot guarantee any request unless it is noted on your Itinerary and we also confirm the request separately in writing. We must emphasise that verbal confirmations of special requests cannot be taken as a guarantee that they will be met e.g. special meal types on flights, or hotel room or cruise ship state room number requests. We will not pay compensation for failing to meet a special request that we have not confirmed separately in writing.

We cannot be held responsible if you fail to tell us about special needs requirements that will affect your holiday experience and this means we will not compensate you. For customers who require support or advice prior to booking, please note carefully the information below regarding different travel arrangements. For further assistance please contact us directly as per contact details set out in the Itinerary.

If you have a medical / mobility problem / condition or disability which may affect your holiday, please tell us before you confirm your booking. We and our Travel Providers may require a doctor's certificate or other documentation, information or waiver relating to such disability, medical / mobility problem or condition or fitness to travel as we or our Travel Provider(s) consider necessary. In any event, you must give us full details in writing at the time of booking.

Overseas accommodation and services

The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. If you have any disability, you must make appropriate enquiries about the suitability of particular accommodation, resorts, transport and services and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied.

Flights

If you or a member of your party are a wheelchair user or have reduced mobility, we strongly advise that you contact us directly before making your reservation. This will enable you to confirm with us or the airline and airport the availability of any assistance requirements prior to booking, as any changes made after booking will be subject to our standard change fees.

Cruises

You acknowledge that medical care while on a cruise ship may be limited or delayed and that the ship may travel to destinations where medical care is unavailable. Certain international safety requirements, shipbuilding requirements and/or applicable regulations may cause difficulty for mobility-impaired persons or persons with severely impaired sight and/or hearing. If you require the use of a wheelchair, you must provide your own as any wheelchairs available on cruise ships are for emergency use only. For convenience and comfort collapsible wheelchairs are strongly recommended. Standard cabins on cruise ships are not designed to be barrier free and wheelchair accessible. You must be physically fit to undertake the holiday. You must be self-sufficient and/or must travel with a companion able to provide any assistance needed during the holiday.

You may not be able to participate in certain activities or programs either on board the ship or onshore at ports of call if to do so would create a risk of harm to yourself or any other person.

It may be possible for you to book a local excursion during your holiday, such as a local tour, experience, concert, activity, sports or adventure experience. These will be bookable and payable by you locally for an additional cost ("Locally Booked Excursions"). They will be provided by third parties over whom we have no control or relationship with.

We do not have any responsibility for their provision, nor do we accept any liability if you suffer loss or damage whilst on a Locally Booked Excursion.

You will be entering into a contract directly with the Locally Booked Excursion provider and so they will not form a part of your booking with us. It is your responsibility to note carefully any conditions of contract contained in any Locally Booked Excursion, literature, ticket or receipt you are given.

For Locally Booked Excursions you may be subject to the laws of the country in which you take up your excursion and may be required to bring any disputes or claims before the courts of that country.

It may also be possible for you to book an excursion as part of your holiday at the time of booking ("Pre-Booked Excursions"). In that case, the relevant Package Travel Provider will be treated as a Travel Provider and the provisions above regarding Locally Booked Excursions (above) shall not apply.

If it is possible, at the time of booking, to provide details of the type ofaircraft, which will be used, we will provide you with these. However, it is not possible to guarantee that this is the type of aircraft which will be used because this may change.

Descriptions of accommodation, facilities and services and cruise facilities and itineraries we provide are based on information obtained from our Travel Provider(s). Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our Travel Provider(s) advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities, water-sports for example, may not be available all year round. There may be a charge for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen property may be longer. Note also that the pictures shown on the website are representative of the accommodations provided by the Travel Provider(s), and do not depict the exact accommodation you may eventually be provided.

We will provide your personal information, as well as any personal information you provide in relation to those other persons who form your booking party, toTravel Provider(s) and carriers who might be located outside the UK and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious ordisability-related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant Travel Provider(s) and carriers to enable provision of the services to you.

For full details of our privacy policy please see the separate American Express Travel Services Privacy Statement, which is reproduced below for your convenience, and the Cardmember Privacy Statement, which are both stand alone documents and are not incorporated as contractual terms into these Booking Conditions. The privacy policies of Travel Providers, any affiliates, vendors, or other third-party suppliers will also apply to your transaction and are available from those parties upon request.

We want all our customers to have an enjoyable and carefree trip.

It is therefore important that you behave responsibly and with consideration for others during your holiday or booking. Accordingly, to the extent that we, or one of our Travel Provider(s), believe that your actions could or have causeddisruption or annoyance, or a risk of safety, or damage to property, to us, our Travel Provider(s) or other customers, or if it is believed that you are not fit to travel, then this could mean we or our Travel Provider(s) may either ask you to leave your booked accommodation, or prevent you from boarding the aircraft. Our Travel Provider(s) will deny boarding or impose additional conditions of carriage on any passenger who, for example, is intoxicated and/or disruptive or found to be smoking on board the aircraft.

We may also cancel your booking without further liability to you. In these circumstances, we will not pay compensation, make refunds, or cover any expenses you suffer as a result.

If your behaviour or the behaviour of any members of your travelling party causes any aircraft or cruise ship to be diverted, we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion.

We cannot accept liability for the behaviour of others in your accommodation, cruise ship or flight, or for any facilities/services withdrawn as a result of their action.

In the event that your behaviour causes loss or damage to any person or property for which we are liable, you agree to compensate us for such loss and damage, together with any legal costs which we may incur in pursuing this claim against you.

These Booking Conditions and any dispute or claim (including non-contractual disputes or claims) arising out of them, their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.

You and we both agree that the courts of England and Wales will have exclusive jurisdiction to resolve any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or their subject matter or formation.

If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.

American Express Europe LLC, a limited liability company incorporated in the state of Delaware, USA, acting through its UK branch (register number BR000897), whose registered office is at Belgrave House, 76 Buckingham Palace Road, London, SW1W 9AX. United Kingdom

American Express is committed to safeguarding your privacy. In this privacy statement,we provide information about how American Express Europe LLC, trading as American Express Travel Services ("we", "us" or "our") in its capacity as the data controller, collects, uses, shares, and keeps information about you via www.americanexpress.co.uk/travel (including a version of the siteavailable via a mobile device) (the "Travel Site"). This privacy statement supplements, and should be read in conjunction with, the American Express Online Privacy Statement.

By browsing the Travel Site, communicating electronically with us and booking packages, cruise packages, single components or any other product or service that we may offer through the Travel Site (together the ``"Travel Service(s)"), you acknowledge our processing of personal information.

From time to time, we may change this privacy statement. Depending on the nature of the change, we will inform you of any such change through our regular communications with you or through the Travel Site. Otherwise, we recommend that you check the current version available here.

Information We Collect

In addition to the types of Personal Information described in the Online Privacy Statement, in order to provide Travel Services, we may request that you provide information which includes: your American Express account number(s) and the account numbers of any traveller loyalty schemes (such as airline frequent flyer clubs) which may be relevant to a booking you make through the Travel Site; any special requests that you may have in relation to the service that you book through the Travel Site, including but not limited to, information about special dietary, religious or disability related requirements; Your date of birth, and the name and date of birth for any member of your booking party, provided that you have obtained their prior consent where required; information about special requests (including but not limited to, information about special dietary, religious or disability related requirements) relating to any member of your booking party, provided that you have obtained their prior consent where required.

By providing the information above, you consent to our processing and sharing it as necessary to attempt to honour such requests.

In order to ensure consistent servicing levels and to monitor and improve our Travel Services, we or our Service Providers may monitor and/or record telephone calls that you make to us, or that we make to you, in connection with your account or booking.

Information We Share

We may disclose the Personal Information we obtain from the Travel Site or through Travel Services to other companies as set out in our Online Privacy Statement.

In addition, when you book a Travel Service through the Travel Site, some of the Personal Information you provide to us is held on a computerised reservation system that we use in order to make the Travel Service available to you. The Service Providers that we engage in order to provide the Travel Services to you (including, for example, travel agents and airlines) have access to the computerised reservation system.

If we are providing you Travel Services for or on behalf of your employer, we may disclose information about you and the Travel Services you select to your employer to process and collect charges for Travel Services and manage any travel or insurance benefits for which you are enrolled. In addition, we may develop reports based on your usage, and the usage of other people who use Travel Services, for the benefit of your employer.

How We Use Information

We use your information in the ways described in the Online Privacy Statement.

Questions or Complaints

If you have questions about this privacy statement or how your information is handled, please contact us. 

If you wish to make a complaint or exercise other rights, you may contact our Data Protection Officer at DPO-Europe@aexp.com. You also have the right to contact the United Kingdom Data Protection Authority Data Protection Authority directly. Please go to the ICO website.

Date Last Revised: May 2022