Terms and conditions
We try to ensure that the information contained on our website and in our promotional material is accurate and up to date. However, resort and supplier information can change and errors can regrettably occur. We reserve the right to amend and/or give notice to any significant changes at the time of booking and recommend that you undertake a level of independent research or speak to one of our trained sales advisors should you wish to clarify any information.
Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure that you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.
Terms and Conditions
The Terms & Conditions (“booking conditions”) below apply to all package holiday bookings made with Kuoni, a trading brand of DER Touristik UK Ltd. We are registered in England and Wales under company number 395623. Our registered office address is:Touristik House, Dorking Business Park, Dorking, Surrey, RH4 1HJ.
If you have made an accommodation only booking please refer to the relevant booking conditions, which can be found here.
These booking conditions form the basis of your package holiday contract with Kuoni. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them.
Except where otherwise stated, 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.
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 and “lead name” means the person who makes the booking. “We”, “us” and “our” means Kuoni.
Before you book
1.1 Choosing Your Holiday
We hope your Kuoni holiday will live up to expectation, so it is very important that you choose the right holiday for you. Our staff are always happy to advise and give you their professional opinion; however it is important that you also conduct your own independent research to ensure you are happy with the arrangements being made.
Please visit the Foreign & Commonwealth Office website at https://www.gov.uk/foreign-travel-advice or visit www.gov.uk/travelaware. Packed with essential travel advice and tips, these websites offer a wealth of country-specific information. The advice can change, so please check regularly for updates.
1.2 Confirming Your Holiday
Unless otherwise stated, the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages. Kuoni will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Kuoni has 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 become insolvent. More information on key rights can be found under the Package Travel and Linked Travel Arrangements Regulations 2018.
When you decide to confirm your holiday with us, please ensure that you cancel any other flights which may have been held for the same dates/airlines, by other Tour Operators/Travel Agents. Failure to do so may result in the airline subsequently cancelling the flights we have booked, with additional costs being incurred to re-book for which you would be liable to pay.
1.3 Cruise bookings / Third Party bookings
Where holiday products or services are booked with Kuoni as the Principal provider, your contract will be with us and our full booking conditions apply. Further conditions may also be applied by our suppliers and together these make the ‘conditions of contract’ and constitute the entire agreement between you and Kuoni. We will make it clear to you at the point of sale if Kuoni is acting as an agent for another holiday provider. In such instances, your contract will be with them as the Principal provider, although the relevant terms of our own booking conditions will also apply.
Many of our supplier’s terms and conditions can be found on their websites and we can also provide you with a copy at the time of booking, upon request. By proceeding with a booking, you acknowledge that you have read and understood all of the Conditions of Contract and agree to be bound by them. All on board/in resort accounts must be settled directly with the supplier.
The provisions of the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea 1974 (“Athens Convention”) as amended by the 2002 Protocol and EC Regulation 392/2009 apply to cruise bookings. This means any liability we or the cruise operator may have to you will be limited in accordance with this Convention (as amended) and Regulation.
1.4 Hotel Grades
Choosing the right hotel can be a dilemma, especially when travelling to long haul destinations. Whilst most hotels have official star ratings locally, in some cases these cannot always be relied on. We have categorised all hotels throughout our brochures and online to give a general guide. Standards can however vary between hotels of the same class, in different countries, and even in the same country. For example, city hotels which often cater for business as well as leisure travellers may have generally higher standards than a beach resort where the atmosphere will tend to be more relaxed. It is important to carefully read the individual hotel descriptions.
1.5 Single Rooms
If a single person occupies a double room, they will usually be asked to pay extra (a single supplement). Hotels generally price their rooms as doubles or family rooms and they do not reduce the rates if they are occupied by a single person. The costs to the hotel of providing the room remain the same, regardless of how many people occupy it. This also applies to self-catering units where, for example, three people may choose to occupy accommodation priced for four. Where available, hotel design may mean that single rooms are smaller and sometimes less well-appointed than other categories. While there is normally a supplement for these rooms, the overall cost will usually be less than when a single person occupies a double room. On safari, excursions and touring holidays, single rooms cannot always be guaranteed. Supplements paid will be refunded if a single room previously confirmed is not available. Please check to see if any special offers or single saver rates are available at your preferred hotel.
1.6 Twin Or Double Rooms
Accommodation in all hotels, regardless of the rating, is in standard rooms (sometimes named superior/deluxe) based on twins or doubles unless otherwise stated.
1.7 Triple/Quad Rooms
A third or fourth person sharing a room either shares existing beds or has an extra bed (which may be of camp-bed style) placed in a double/twin room. As conditions may be cramped, you may wish to consider booking two rooms.
1.8 Travelling with Children
If you are travelling with young children, it is important to note that child seats are not provided for transfers and the legislation varies from country to country. If you specifically require a car seat, we advise you to either take your own with you, or call our Sales team, and we will do our utmost to try and arrange this for you - there may well be an additional charge for this.
1.9 Free child accommodation stays
Where we offer 'free child accommodation stays' at many of our hotels, these are generally based on sharing existing beds in the room. If you require a separate bed, you must advise us at the time of booking, as there may well be a charge added to your booking, or this charge may be payable locally. Any meal plan charges will still apply.
1.10 Minimum Stays
Minimum stays are required at certain hotels for certain periods. Where applicable these will be advised at time of booking.
1.11 Booking A Room For Early Arrival Or Late Departure
Generally hotel rooms will be available between approximately noon and 3pm, and are to be vacated between 10 am and noon, irrespective of your arrival or departure times, unless we have stated otherwise. Should you wish your room to be ready prior to noon on your day of arrival or available after 10 am for an afternoon or evening departure, it is possible to reserve the room at the time of booking at a cost no greater than the extra night price quoted on the brochure page.
1.12 Room Upgrade/Honeymoon/Anniversary Offers
When the offer of a room upgrade is included with your booking, it is not necessarily an upgrade to the next category featured in our brochure, but usually an upgrade to the next category of room (not suite) available within the hotel. We will of course do everything possible to arrange the provision of a double bed for honeymoon couples but it is not always possible to guarantee this and the provision of a double bed does not constitute a term of your contract with us. Anniversary offers only apply if you’re celebrating your Silver (25th) or Golden (50th) wedding anniversary while on holiday.
Remember to advise us if it your honeymoon or Silver/Golden anniversary and to take a copy of your marriage certificate with you on holiday. In order to qualify for a special offer, the corresponding part of your stay must be started and completed within the date band specified, under the individual offers as stated. For hotel sale discounts and bonus night offers, where there is a minimum stay requirement, the nights spent at the hotel must be consecutive. Any offers shown are correct at the time of publishing, but they may change at short notice, and not all offers can be combined. For the most up to date and available offers, please contact your travel agent and/or our sales team, or check on-line to check which offers apply to your holiday.
1.13 Tours - General health requirements
Most of our tours are not suitable if you have any disability or have reduced mobility (including being confined to a wheelchair). Therefore, in the interest of safety and comfort for all groups as a whole, you must be fit enough to participate or alternatively you must have an able bodied carer to assist you throughout the tour. Please note that some of the featured touring itineraries may involve early starts and long days, with substantial travel between featured sites and destinations. As vehicle and road standards may not be comparable to that of the UK, please keep this in mind when considering any personal health concerns, as well as your general comfort.
At certain hotels we may offer a complimentary lunch, dinner, or hotel bar credit. At other hotels we may offer up to a 20% discount on food and/or beverage extras usually payable at the end of your stay. This offer is not available if you pay by credit card, nor is a cash alternative available.
1.15 Bonus Night Offers
Where we specify bonus night offers this will not necessarily mean bonus nights are multiplied if you book a longer duration, therefore, please ensure you ask at the time of booking to clarify the number of bonus nights you will receive.
1.16 All Inclusive & Hotels For Couples
Some hotels specified ‘for couples’ cater for mixed sex couples only and in some countries, such as Sri Lanka and Dubai same sex couples are illegal. We recommend that if you are a same sex couple, you thoroughly research your chosen hotel/destination before you book, to ensure it is suitable.
Hotels often place restrictions on restaurants and meal arrangements. All Inclusive does not necessarily mean that unlimited food and beverages are available 24-hours a day and it is uncommon for minibars to be included in such packages. Individual hotels will operate different policies and full details will be provided locally.
Experiences which form part of your package: We are pleased to be able to offer various ‘experiences’ and activities, which you can pre-book in the UK and pay for as part of your holiday package. Some, such as diving, may require you to be in good physical and mental health. By booking with us you confirm that you and your party are in good health and have no medical history that would make it dangerous for you to participate. You must observe safety instructions at all times. We will only accept responsibility for these experiences and activities in accordance with these booking conditions. Please note that they may be subject to minimum numbers and could be cancelled at short notice. In such circumstance, you will receive a full refund of monies paid for the excursion or activity in question.
Experiences which do not form part of your package: We are also able to offer assistance and reserve certain experiences and activities for you, for which you pay locally. In these circumstances, we only act as a booking agent for the operator or the excursion or activity concerned. Your contract will therefore be with the local operator which provides it and it does not from part of your contracted holiday arrangements with us. The contract will be subject to the local operator’s terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. Kuoni accepts no liability for any breach of contract or negligent act or omission of any excursion/activity provider.
1.18 Children On Holiday
Accommodation offers are subject to availability of triple or quad rooms. Please note meals are not provided for infants. Infant charges are based on an infant sitting on an adult’s lap and additional charges will apply for infants requiring their own seat. Any charge for a baby cot in the room and food are paid by the guest direct to the hotel and there is no entitlement to a separate seat on the aircraft if the flight is full. International airline regulations allow only one infant per adult. We do not allow holidays for children under 10 on escorted tours, coach tours or on safari (unless in private minibus). Some destinations, owing to their lack of special child or medical facilities are also not suitable for very young children but we would be happy to advise which hotels or resorts we think suit your requirements best. See the relevant price box where any specific minimum age restrictions are given.
1.19 Under 18's Travelling Without Parents
Please note, under 18 year olds travelling without their parents will need to have written authority from them, confirming they are permitted to travel. This should be translated where necessary, with both copies notarised. This is necessary for certain countries only and you should ensure that you check the specific requirements of the relevant country to which you are travelling, as you may be refused entry if you do not hold the necessary documentation.
1.20 Public Holidays / Local Festivals / Events
Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which affects many Muslim countries, may result in a reduction of facilities and entertainment. Regional festivals and events may also take place throughout the year. They can be somewhat chaotic but are generally great fun to be a part of. You should research your desired destination, if you have concerns about what impact these may have on your holiday. The appropriate Tourist Offices are happy to supply more detailed information.
1.21 Other Hotel Guests
Many hotels, especially in cities and major resorts, accommodate weddings, conventions and conferences. Also, some destinations may have an influx of groups such as students, associations or clubs. The hotels we feature are shared with guests from many countries with different cultures and customs. We have no control over the acceptance of bookings at the hotels that we feature. We are therefore unable to accept responsibility for any inconvenience caused by such groups or their activities.
1.22 Holiday Seasons
Most of the destinations we feature are available all year round. Some do have quieter 'off peak' periods when you can take advantage of uncrowded beaches and a more personal attention from hotel staff at excellent prices. At this time it may be necessary for hotels to scale down the size of some of their facilities, such as restaurants, to match demand. Similarly, during peak periods hotels experience full occupancy which may result in a livelier atmosphere and slower service in busier facilities.
i) Meals, if included, are based on table d’hôte menus or a meal voucher system, unless specified otherwise in the text. Holidays which include main meals generally commence with dinner on the day of arrival at your hotel and terminate with breakfast (on half board) or lunch (on full board) on the day of departure. All Inclusive packages generally finish at check-out time on your day of departure between 10am and noon. After this time, payment for any additional meals must be made direct to the hotel. No refunds on meals not taken can be given.
ii) Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hôte menu and cannot be guaranteed. Anyone with special requirements should consider which meal plan is most suitable for their needs.
iii) Where breakfast is included this will more commonly be continental breakfast, although full breakfasts are provided at certain hotels. Please ask at the time of booking if this is important to you.
iv) Supplements for optional meal plans offer you the opportunity of being able to budget for extra costs before you go. In some cases you may find the cost of the meal cheaper locally, however we regret that it will not be possible to refund the difference either during or after your holiday.
v) Pre booked meals may be subject to dining in the main restaurant only and on occasion it may be necessary to be seated with other hotel guests. If you have paid a half board supplement it may be possible in some hotels to ask for a credit from the table d’hôte dinner to be used against a meal in an à la carte restaurant. Please note that the value of the voucher will generally be considerably less than the half board supplement included in your holiday price.
vi) You may need to wear a wristband or carry some ID to get the benefits of your package. For a full description of what’s included, check the hotel description. Hotels often place restrictions on restaurants and meal arrangements. Times for inclusive drinks, meals and snacks vary. All Inclusive does not necessarily mean that unlimited food and beverages are available 24-hours a day and it is uncommon for minibars to be included in such packages. An All Inclusive package may not include bottled water, imported drinks, à la carte meals, or some specialty dishes. Some restaurants expect you to reserve a table and will be subject to availability. Not all bars and restaurants operate on an All Inclusive basis. Also, there may be cash bars once participating All Inclusive bars close.
1.24 Flight Seat Requests, Airlines & Aircraft
Please ensure that you check in early if you have particular seat preferences. Kuoni has no control over the allocation of seats by the airline and even if a request has been made with them to pre-book seats for you, no guarantee can be made that they will still be available on departure. Airlines may change the seat allocated to you for operational or safety reasons, for persons with reduced mobility or where otherwise deemed necessary, at their discretion. The provision of particular seats does not constitute a term of your contract with Kuoni. Please note airlines operate both older and more modern aircraft within their fleet. We regret we cannot guarantee the type of aircraft you will travel on as this may be subject to change and general availability. Although some airlines offer the facility to book seats online, this is not always possible when booking a holiday through us, as the holidays we offer are based on special Tour Operator fares.
In accordance with EU directive (EC) no. 2111/2005, we are required to bring to your attention the existence of a ‘Community List’ which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm.
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. We do this by listing carriers to be used or likely to be used on your holiday confirmation invoice. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. 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 ‘If we change or cancel your holiday’ will apply.
1.25 Direct Flights
The flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for re-fuelling or to let passengers on and/ or off. Details of any stops will be given on your itinerary wherever possible. However, should you require this information at an earlier stage, please check with your Travel Agent and/or our Sales staff at the time of booking, or our Help Desk once the booking has been invoiced.
1.26 Code Share Flights
It is a common practice for scheduled airlines to use a code share system, which may include you flying with a partner airline. Where this situation arises, it is not classed as a major change.
1.27 'No Frills' Carriers
We provide a choice of scheduled and ‘no frills’ carriers to take advantage of the flexibility and pricing available. You should note that ‘no frills’ flights do not include in-flight meals. The deposit at the time of booking is £150 per person or 10% of the total holiday cost, whichever is the greater plus the cost of the airfare. However, it may occasionally be necessary to charge a higher deposit due to a fluctuation in airfares, details of which would be advised to you at the time of booking. Any changes to destination / routing will be subject to availability and will incur the loss of the original deposit collected. Date and name changes are permitted, subject to availability and the relevant charges imposed as per the individual airlines own policies (details available on request). Any changes made may also result in additional charges due to an increase in airfare or charges imposed.
1.28 Charter Flights
We provide these to destinations where there are usually no direct scheduled flights, and/or insufficient capacity on these services to meet demand. A charter flight is usually the cheapest and quickest way of reaching the particular destination. However, it should be noted that leg room is slightly less than in economy on some scheduled flights.
The majority of airlines have introduced a total smoking ban on most or all of their flights. Many hotels also now have a non-smoking policy in hotel rooms and public areas, although this is not always the case. Please ask at the time of booking if this information is important to you.
1.30 Special Requests
Where a special request e.g. diet, room location, twin or double bedded room, a particular facility at a hotel, flight seat requests and/or particular meals etc. is an important factor in your choice of holiday, you must advise us before your booking is made. We are happy to pass your request on to the hotel, airline or other supplier but cannot guarantee that it will be accommodated. We will also pass on any dietary requests to airlines but we recommend that you check directly with the airline once your tickets have been issued. The provision of any special request does not constitute a term of your contract with us. 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. For your own protection, you should obtain confirmation in writing that a special request will be complied (where it is possible to give this) where it is important to you.
1.31 If You Have A Disability Or Medical Condition Which May Affect Your Holiday
If you have any medical condition or disability which may affect your holiday or any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any significant 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. Failure to do so may limit your rights under the Package Travel and Linked Travel Arrangements Regulations 2018.
Kuoni complies fully with Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air and is delighted to offer assistance to disabled persons or persons with reduced mobility provided that we are given full information about your specific requirements at the time of booking. Whilst we are happy to make a special request for you with the airline/s concerned, please be aware that we cannot guarantee the provision of highloaders for embarking/dis-embarking the aircraft.
1.32 Excursion/Meal Packages
Excursion or meal packages which are offered are not always cheaper than buying the same arrangements locally. It is often the case that these packages are offered for the convenience of being both booked and paid for in the UK. The cost of any unused tours within excursion packages may not be refunded.
1.33 Local Purchases
We cannot accept responsibility for any items you may purchase locally e.g.: jewellery/furniture etc. and the quality and value of such cannot be guaranteed. We recommend that you check whether or not any extra charges will be payable for import duty or freight as we are unable to assist with any costs you may incur in this respect.
1.34 Group Transfers
Our holidays include group transfers from airports/hotels and vice versa unless otherwise stated on the appropriate pages or your documentation. A group transfer is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group, with stops being made enroute to drop off/pick up other clients. The duration of your transfer will be dependent upon the individual arrangements required. Alternatively, in many destinations, we offer the choice of upgrading to your own private transfer at the appropriate cost. Please note some transfer arrangements may require reconfirmation locally. Be sure to check your travel documentation prior to departure.
World weather is becoming more erratic and unpredictable and we cannot be held responsible for disappointment or disruption to your holiday due to bad or unusual weather conditions.
1.36 Our Staff
We pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, we are committed to on-going training, part of which involves the recording of phone calls.
1.37 Late Bookings & Special Offers
Please note that many of the hotels and tours included in our late bookings and/or special offers are also featured in our other main brochures/website. Any offers/facilities detailed therein are not applicable to late bookings or special offers unless otherwise stated.
1.38 Kuoni Exclusive properties
We feature hotels and resorts around the world where we have exclusive booking rights as a tour operator based in the UK. Kuoni Exclusives may be booked via your local travel agent, as part of a Kuoni holiday. Properties listed as Kuoni Exclusive may be available to book directly or via third party providers, based overseas.
Booking & paying for your holiday
2.1 Your Commitment To Us
When you or your Travel Agent wish to confirm a holiday booking you must pay a deposit of either £175 per person or 10% of the holiday cost, whichever is the greater, or any higher deposit which applies to your holiday (such as for cruise, where a deposit of 20% applies). The deposit will only be refundable as set out in these booking conditions. Please note some airlines have certain ticketing deadlines and some hotels have certain booking and cancellation conditions and these may affect any cancellation charges – please refer to 3.3 - Cancelling your holiday. When you make a booking, the lead name confirms that you understand and have accepted these booking conditions and our Important Holiday Information which forms our booking conditions. We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname. When booking your holiday, if you wish to make a modification to a holiday we will try to assist. Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, as long as Kuoni holds the space required. Additional services will be quoted for upon request. Should you wish to extend your holiday by making your own private arrangements, this can usually be done subject to an administrative charge of £3 per person per night. Prices for accommodation only bookings can be quoted on request. We accept various methods of payment, however please note that if you choose to pay by credit card, there will be a charge levied. You can of course opt for an alternative method of payment ie: cheque or by debit card.
2.2 Our Commitment To You
We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, and correct errors in advertised prices and to change any of the information. Changes will be made known to you at the time of booking. The prices we advertise are based on specially negotiated airfares to be booked in a specific airline booking class. At the time of booking, if there is a lack of availability in the specified class on any particular flight, we will endeavour to secure seats for you in an alternative economy class and you will be told the amount of the applicable flight supplement / higher deposit before you book.
A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you or your Travel Agent is the date of booking. It is important to check the details on the invoice when you get it. If any details appear to be incorrect or incomplete, please contact us or your Travel Agent immediately as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 10 days of our sending it out (5 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. Once your booking is confirmed, you will be given a reference number. Your booking reference is also used as your unique password. It is important that you do not give your reference number to anyone or it will allow access to view, amend or cancel your booking via our website.
The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holidays booked and for your repatriation in the event of our insolvency. We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority, 45-59 Kingsway London WC2B 6TE (ATOL no. 0132). When you buy an ATOL protected air inclusive holiday or flight* from us you will receive a confirmation invoice from us (or via our authorised agent) confirming your arrangements and your protection under our ATOL. In the unlikely event of our insolvency the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. Please note: Not all holiday or travel services offered and sold by us will be protected by the ATOL scheme For further information, visit the ATOL website at www.atol.org.uk.
We are a member of ABTA(ABTA no. V258X). When you buy a package holiday that isn’t covered under ATOL, protection is provided by way of a bond held by ABTA. You can contact ABTA – The Travel Association at: 30 Park Street, London SE1 9EQ, email@example.com, 0203 758 8779, www.abta.co.uk for a copy of the guide to ABTA’s scheme of Financial Protection.
If you book arrangements other than a package holiday (e.g. accommodation only), the financial protection referred to above does not apply.
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Unless otherwise stated, your booking does not include visa fees, overseas airport taxes, overseas porterage or local taxes, levies or other compulsory charges that require payment by you, directly. Where possible, we will advise you of any local charges that may be due
2.3 Out Of Date Range Flights
Our brochures are prepared well in advance and scheduled airlines will generally not have loaded their seats to sell until approximately 10 months before the departure. Should this apply, we will inform you at the time of booking and calculate the price in anticipation that seats will be available in the specific airline booking class to which our specially negotiated airfares apply.
We will issue an invoice recording the arrangements reserved for you and will take a deposit. A contract between us will then come into existence on the basis that the price payable will be that applicable when the airline releases the seats and the timings and other flight details will be those confirmed at that time which may be different to those advised at the time of booking.. When the airline seats become available to book we will tell you the price and other flight details and give you 7 days to tell us whether you wish to continue with the booking on the basis of the confirmed price and other details or cancel and receive a full refund. If you wish to continue with the booking, we will issue a revised invoice. In the event that flight seats do not become available, you will receive a full refund of your deposit. We will have no other liability and will not be responsible for refunding the cost of any services booked in conjunction with the flights.
2.4 Peak Season Supplements
During peak periods such as Christmas and Easter when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking.
2.5 ’From Prices’
Kuoni offers you the flexibility to create your own holiday from the range of accommodation and services available. Because of the wide choice, it is not possible to list every price on every date. A ‘from’ price is indicative of the lowest price available for the hotel or itinerary featured but this may vary depending on a number of factors such as your date of travel and choice of accommodation. To help you in choosing a holiday which is tailor made by us to your requirements, please call our Sales team, or visit your travel agent or our website for further information about services and prices. We will be happy to provide you with an up to date quote.
2.6 Paying For Your Holiday
After your booking is taken and a deposit received, a confirmation invoice will be sent to you detailing the total cost due. Full payment must be received not less than 61 days (or 100 days cruise, 180 days world cruise) before departure. If we or your travel agent have not received full payment at least 61 days (or 100 days cruise, 180 days world cruise) before departure, we reserve the right to treat your booking as cancelled by you and forfeit your deposit by way of cancellation charges. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in 3.3 depending on the date we reasonably treat your booking as cancelled. If you make a holiday booking within 61 days (or 100 days cruise, 180 days world cruise) of your departure date then you must pay the full cost of the holiday at the booking stage. All money paid by you to one of our authorised travel agents for your holiday will be held by the agent on our behalf until paid to us.
2.7 Pricing Errors
Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake), within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
2.8 Overlapping Price Panels
Holidays which do not fall completely within the date bands specified in the price box may be subject to a reduction or increase. The exact cost of your holiday will be confirmed to you at the time of booking.
It is important that you have insurance cover and that it is adequate and suitable for your particular needs. If you fail to take out insurance and have to cancel your booking, you will be charged in accordance with our normal terms and conditions – see 3.3 – Cancelling your holiday. Furthermore, if you require medical/any other form of assistance whilst on holiday you will not be covered and you in turn may incur significant costs. Please read your policy details carefully and take them with you on holiday.
2.10 Travel Information & Documents
After booking you will receive an invoice with important information relevant to your destination. We strongly recommend that you check the details carefully and read all of the information provided. Please ensure that you check your flight timings carefully on your tickets. The correct timings, using the 24 hour clock, may have been adjusted since you received your invoice.
Approximately 10-14 days prior to departure you will receive your e-ticket together with your final itinerary. In the case of late bookings, changes or payments, this information may be emailed to you to ensure receipt.
If you want to change or cancel your holiday
3.1 Changes or Additions To Your Holiday
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to assist but it may not be possible. Any request for changes must be made in writing by the person who made the original booking or their travel agent. If it is possible to make the change, it will be subject to an administration charge of £50 per booking and payment of any further costs incurred by us as a result of the change. You should be aware that any such costs are likely to increase, the closer to the departure date the changes are made. If we agree that you may change your booking to a holiday of lower value and then you cancel that holiday, we reserve the right to levy cancellation charges on the value of the original booking. Scheduled airlines normally regard name changes as a cancellation and rebooking, so any alteration may incur a 100% cancellation charge in respect of the air fare. Please note that save for the transfer of a booking (see below) or the addition of any offers made by Kuoni which were not requested at the time of booking, it will not be possible to make changes within 30 days of your scheduled departure date.
3.2 Transferring Bookings
If, You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are jointly liable for paying all costs we incur in making the transfer. An administration charge will be made of £50 per person for requests made more than 61 days (or 100 days cruise, 180 days world cruise) before departure, and £100 per person within 61 days (or 100 days cruise, 180 days world cruise) before departure. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. If you request to change all names on a booking, this will be considered as a cancellation and new booking and full cancellation charges will apply.
3.3 Cancelling Your Holiday
If you or anyone on your holiday booking decides to cancel the holiday, the lead name or their travel agent must notify us of the decision in writing as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail . Cancellation will take effect from the day written confirmation is received by us.
A cancellation invoice will be sent within 7 days. If you do not receive this, please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our website, www.kuoni.co.uk. Should you already be in receipt of your airline tickets please also return these to us along with your cancellation request.
Since we incur costs in cancelling your travel arrangements, the following scale of charges will be payable. Insurance premiums and amendment charges are not refundable in the event of cancellation. References to the deposit include all sums paid or payable at the time of booking.
Period prior to departure, notice of cancellation is received by us or your travel agent
Cancellation charge per person cancelling
Prior to 61 days:
loss of deposit
60 – 42 days:
50% of total holiday cost
41 – 33 days:
60% of total holiday cost
32 – 15 days:
90% of total holiday cost
14 days or less:
100% of total holiday cost
NB: In some instances, airline ticketing deadlines may result in higher cancellation charges being applied to your booking. Similarly, hotels may charge a higher cancellation fee and you may therefore be charged a higher amount than detailed above. Amendment and cancellation charges for bookings containing cruising elements will be applied in line with the cruise provider’s own booking conditions. These could be up to 100% of the total holiday cost and may vary between cruise providers.
If you have taken advantage of an airline offer and paid a higher deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.
You may cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.
It is important to enquire for full details of cancellation terms at the time of booking and cancellation. We would strongly recommend that you take out appropriate travel insurance which includes cover against loss of deposit and cancellation fees.
If we want to change or cancel your holiday
4.1 Website/Brochure Accuracy
We rigorously check the information about accommodation, resorts, itineraries etc., to ensure it is correct to the best of our knowledge before being published. Product descriptions and facilities may change before and after you book and it is worth noting that our brochures are prepared well in advance. Please check the up to date position at the time of booking. Please bear in mind that hoteliers, restaurateurs, night club owners etc., may wish to maintain or improve their facilities, or even take a break themselves. Flight times, carriers and routes are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year or other situations beyond our control etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
4.2 Building & Development Work
Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work where this can reasonably be expected to have an effect on your holiday, we will endeavour to notify you of it as soon as possible, however near to your departure this may be.
4.3 Flight Changes
Any flight timings and routings shown on our website, within our brochures and/or detailed within your confirmation invoice are for guidance only and may be subject to change. They are set by airlines and are determined by various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time. Any changes to such arrangements are outside of our control.
Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled and charter flight timings, and days of operation, are subject to change. We will advise you of any significant changes. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. Any change in the identity of the airline, 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.
4.4 If We Change Or Cancel Your Holiday Before Your Departure
We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking.
We plan arrangements a long time in advance of your holiday using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant.
Examples of a significant change include: a change of accommodation to that of a lower category and/or price for the whole or a major part of your time away, a change of flight time of more than 12 hours, a change of UK departure airport (except between London airports), or a significant change of resort area. We do our best to avoid cancelling holidays but we must reserve the right to do so. However, we promise we will only cancel your confirmed booking after you have made full payment where we are forced to do so as a result of ‘force majeure’ as defined below (see 4.5) or lack of minimum numbers. Please note, some of our holidays require a minimum number of participants to enable us to operate them. If the minimum number of bookings required for a particular holiday has not been received, we are entitled to cancel it. We will notify you or your travel agent of cancellation for this reason no later than 61 days prior to departure.
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-
- (a) accepting the changed arrangements (with any refunds that may be due to you for changes to a lower category of service); or
- (b) selectingan alternative holiday from us, of a similar standard to that originally booked if available. If this holiday is cheaper than the original, we will refund the price difference. You will be liable to us for any additional costs payable for the new arrangements;; or
- (c) cancelling the booking or accepting our cancellation of the booking, in which case you will receive a full refund of all monies you have paid to us, within 14 days.
If we have to make a significant change or cancel we will, where appropriate, pay you compensation as set out in the table below. Compensation entitlements will vary depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions: Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to make a change or cancel as a result of unavoidable and extraordinarycircumstances beyond our control, the consequences of which we could not have avoided even if all reasonable measures had been takenor (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one. A change of flight time of less than 12 hours, airline (except where otherwise stated), type of aircraft (if advised) or destination airport will all be treated as minor changes.
Period before departure within which a significant change or cancellation is notified to you or your travel agent
More than 60 days:
NIL (more than 91 days if your booking includes a cruise)
60 – 42 days:
£20 (90 – 42 days if your booking includes a cruise)
41 – 28 days:
27 – 15 days:
14 – 0 days:
NB: Please be advised that compensation in the event of any significant change to your cruise arrangements, will be made as future credit towards another cruise, rather than a cash value.
4.5 Changes Due To Circumstances Beyond Our Control
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of "force majeure". In these booking conditions, "force majeure" means any unavoidable and extraordinary circumstances beyond our control which we or the supplier of the service(s) in question could not have avoided, even if all reasonable measures had been taken. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire and other situations which are outside our control.
4.6 Cruise Bookings and Out of Date Range Flights/Accommodation
Where you make your cruise booking well in advance of departure, it may not be possible at that time to book the flights, accommodation and/or other services you have requested as they are not then available. Where you ask us to do so, we will confirm any such services subject to availability and the applicable price when they are available to book. If these services cannot subsequently be booked as requested or you are not prepared to pay the applicable price, you may cancel them and receive a refund of the amount you have paid in respect of these services. Cancellation or non-availability of these services does not, however, entitle you to cancel your cruise or any other confirmed element of your booking, without paying the applicable cancellation charges.
4.7 If We Change Your Holiday Accommodation
We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked or your accommodation may have to be changed for other reasons. If this happens before your departure or on arrival in resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference between the accommodation booked and that available, and will pay up to £50 per person for any inconvenience.
4.8 If We Curtail Your Holiday After Departure
Very rarely, we may be forced by "force majeure" (see 4.5) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result. Please ensure you have adequate travel insurance in place to cover any such eventuality.
4.9 Minimum Numbers
We will indicate whether a particular holiday is subject to a minimum number of participants for its operation. We will advise you at least 61 days before departure if minimum numbers have not been reached and as a direct result your tour has to be cancelled.
You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable and we are unable to offer refunds of any associated costs i.e. visas etc.
Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, content, routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable..
5.1 Flight Delays
In the event of a flight being delayed, we will arrange for the following to be provided, whenever practical, and subject to the airport being able to cater for this:- over 4 hours, an appropriate meal, and for delays of at least 8 hours extending beyond midnight, overnight accommodation will be provided wherever possible. However, this will depend on such factors as the expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation, as rooms are held for delayed arrivals, not re-let.
5.2 Water/Electricity Supplies
In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Hotels do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.
5.3 Accommodation In The Tropics
In many hotels, especially beach resorts ‘insects’ in the rooms (e.g. cockroaches etc.) and the occasional rodent sighting are almost inevitable. It should by no means be taken as a sign of dirtiness, as it is simply a fact of life in these destinations. Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.
5.4 Watersports & Other Activities
Many hotels offer watersports and other sporting activities, in some cases these may be free of charge. Please note that in the interest of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guest’s safety. Please note there may be certain age restrictions for children/adults to do certain activities so please ensure you enquire locally.
Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing or is likely to cause danger, upset or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid and we will have no further responsibility for your holiday arrangements including return travel.
5.6 Personal Belongings and Lost Items
For security reasons valuables should be kept to a minimum and packed in your hand luggage along with your medicines, camera, film, electrical or battery-operated appliances, as well as basic essentials such as a change of clothing and toiletries. It can be easy to lose items but it is your responsibility to look after your property at all times and you must ensure you are adequately covered by comprehensive insurance. If you lose any personal items whilst on holiday, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return.
5.7 If You Have A Complaint While You Are On Holiday
If you have cause for complaint whilst on holiday, you must bring it to the attention of our local representative or agent and the hotel immediately and they will do their best to rectify the situation. If matters remain unresolved, your concerns must be brought to the attention of the Kuoni Duty Officer, without undue delay (see 5.8). It is unreasonable to take no action whilst on holiday, but then to complain upon your return. If you do not raise concerns promptly, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
5.8 Kuoni Duty Officer
Kuoni offers 24 hour assistance for emergency situations and to help resolve any general issues while you are on holiday. The number provided on your itinerary is a messaging service and our Duty Officer will return your call. Many destinations have local representation and they should be contacted in the first instance, should you have a problem.
It is becoming ever more important to conserve the world’s natural resources, its landscapes, flora and fauna. Someone coined the phrase ‘Take only photographs; leave only footprints’ and a number of countries now use this to promote conservation. It would be hard to improve on this statement.
5.10 Maldives / Coastal Conservation
The changes in season, wind direction and tides in The Maldives and other tropical destinations can cause the islands’ shape and beach width to change. It is becoming increasingly necessary for some islands to use sandbags and sand pumping procedures on their beaches, in order to minimize the effects of erosion. Whilst such activity is most prominent in The Maldives, other tropical locations may also be affected.
5.11 Our Commitment To You For Your Holiday Arrangements
(a) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are delivered with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. You must inform us without undue delay of any failure or improper performance of the travel services included in this package. Please note, it is your responsibility to show that reasonable care and skill has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(b) 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, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken See 'force majeure' as defined in 4.5
(c) For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is three times the price, the person affected, paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to £50 per day per person affected.
(d) Further to (b) above, our liability will also be limited in accordance with and/or in an identical manner to:
a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and
b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any other applicable conventions.
In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with these conventions, where applicable.
(e) Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from the airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the CAA www.caa.co.uk
(f) 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 and any excursion you purchase in resort. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable care and skill as set out above and we do not have any greater or different liability to you.
(g) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the arrangements in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to (a). We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
(h) Our suppliers (such as airlines, accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
(i) If we make any payment to you or any member of your party for death, personal injury or illness, you must agree to transfer to us or our insurers any rights you may have to take direct action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment that we make.
(j) Operational decisions may be taken by air carriers and airports resulting in delays, diversions, overbookings, downgrades or rescheduling. Kuoni has no control over such decisions, and is therefore unable to accept responsibility for them. Where, as a result of unavoidable and extraordinary circumstances we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
(k) Whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Kuoni, and for whom Kuoni acts only as an agent (if we make a booking for you). If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your contracted holiday arrangements with us. The contract will be subject to the excursion/activity provider’s terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. Kuoni accepts no liability for any breach of contract or act or omission of any excursion/activity provider. Some excursions/activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct enquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy.
5.12 Representative Services
Please note we do not have representative services available in all the destinations we feature and therefore you will not necessarily be met on arrival. Please ensure you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.
If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for the remainder of your holiday not completed, or assist with any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
5.14 Volunteering Holidays
The volunteering element of your holiday involves working and, where applicable, staying in locations which tourists do not usually visit. These locations are often remote and the conditions for the people who live there are generally basic. Volunteering is not a conventional holiday activity and the organisations with whom we work do not provide services for tourists. Whilst we will endeavour to carry out certain health and safety checks on any accommodation you are intended to stay in, these checks will be limited. We do not carry out health and safety checks on the other elements of your volunteering experience as it is not practical for us to do so. We make no representations or promises as to the conditions you will encounter during your volunteering experience or that there will be compliance with any minimum standards of health, safety or hygiene. You must therefore exercise caution and take all appropriate steps to protect yourself against the risks involved.
Whilst volunteering, you are likely to come into contact with both wild and domestic animals. All animals, including domesticated ones, are unpredictable and capable of causing injury and even death. They may also carry disease or parasites which may be passed on by close contact with the animal or its faeces. You must therefore exercise a great deal of caution and take responsibility for your own safety in any situation where animals are, may be or have been present. All instructions and guidance provided in relation to any animal, whether in advance or by anyone accompanying you, must be followed at all times and no animal must be touched or approached unless you are specifically invited to do so. As we cannot control any animal nor predict its behaviour, we cannot accept any liability for any injury, illness, death, loss, damage or other claim of any nature which you suffer in connection with any animal.
On return from your holiday
Your feedback is very important to us. As a valued customer, we may periodically send you email surveys to complete, so we can track your satisfaction throughout the course of your booking journey. We would like to know about your experience with Kuoni before, during and after you travel and whether there are any elements of our service that you feel we could look to improve along the way.
6.2 If You Had A Problem
If a problem remains unresolved during your holiday, you should make a complaint in writing to Kuoni within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter, as laid down by the ABTA Tour Operator’s Code of Conduct.
6.3 Dealing With Complaints
We are a member of ABTA, membership number V258X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We certainly hope that we can settle any holiday complaints amicably; however, if you remain unhappy you may wish to refer any unresolved matters relating to this contract to ABTA’s scheme for the resolution of disputes, which is approved by the Chartered Trading Standards Institute. You must have previously filed your complaint with ABTA in order to qualify for their ADR services. (See 6.4 for further advice on Law & Jurisdiction.) For more information on the Code and ABTA’s Alternative Dispute Resolution (ADR) services please visit www.abta.com.
For online bookings, you can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
6.4 Law & Jurisdiction
We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description (hereinafter referred to as “claim”) which arises between us (except as set out below). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the ABTA arbitration scheme (if the scheme is available for the claim in question and you wish to use it – see 6.3) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
Data Protection Policy
We may disclose personal data to companies within the DER Touristik Group for business purposes and to companies who act as data processors on our behalf. In making your booking, you consent to personal data being passed on to the relevant suppliers and other third parties. We take appropriate technical and organisational measures which are intended to prevent unauthorised or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data.
By making a booking with us, you agree to allow your insurers, their agents and medical staff to disclose relevant information to us in circumstances where we may need to act in your interests or in the interests of everyone in any group with whom you are travelling.
For information on how we collect, process and manage your data in line with the General Data Protection Regulation please refer to www.kuoni.co.uk/privacy-policy.
You are generally entitled to ask us what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. Please identify any such enquiry as a Subject Access Request and direct your enquiry to a member of our Customer Services team, who will respond to you within one month. In certain circumstances we are entitled to refuse your request. If you believe that any of your personal data which we are processing is incorrect, please contact us immediately so it may be updated.
Health & Vaccinations
Health facilities, hygiene and disease risk vary worldwide. You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken early enough (which may be a month or more prior to departure) to be fully effective by the date of travel. It is your responsibility to ensure you are aware of all recommended and required vaccination and health precautions in good time before departure. Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org Sources of information include the Department of Health free leaflet ‘Health advice for travellers’ (available on request Tel. 0207 210 4850), your specialist travel clinic).
Passports & Visas
Please remember that every traveller (including all children from birth) will need a valid passport to travel. If your passport is endorsed in any way, requirements should be checked with the relevant embassy. We are only able to advise on British passport holders, who should ensure a valid ten year passport is held for adults and a valid 5 year passport is held for children under 16. As many countries require passport expiry dates to fall a considerable time beyond the dates of travel, we would recommend that all passports are valid for a minimum of 6 months after your scheduled return to the UK. It can take at least six weeks to get a first adult passport, although renewal of an existing passport can be quicker. Requirements may change and you must check the up to date position in good time before departure. For more information visit the www.gov.uk website.
Visa information can change at short notice, please check www.gov.uk/foreign-travel-advice for the latest information. For assistance with any visa enquiry we recommend CIBT Visas. http://www.cibtvisas.co.uk/kuonivisas
It is your responsibility to ensure you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
Health, Safety & Security Abroad
We take the safety and security of our clients extremely seriously.
If the Foreign Office advises that people should not visit a particular country, then we would act on this and reserve the right to cancel your holiday. However we are sure you appreciate from press and television coverage that the political, economic and social conditions in many of the countries we feature in this brochure are not as stable as we are used to in Europe. Sadly crimes against both people and their property are a fact of life the world over, and when in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment etc. Travellers have the same responsibility for their personal safety and that of their possessions, as they do at home. We sell holidays to many parts of the world, some of which do not conform to British health and safety standards. We request that all hotels comply with the local regulations applicable in their country for health and safety but we cannot guarantee that these meet British standards and therefore urge that you undertake reasonable precautions to protect your family and yourself whilst on holiday.
To make the most of your trip abroad, check out the Foreign & Commonwealth Office website at www.fco.gov.uk/travel.
Packed with essential travel advice and tips, this website offers a wealth of country-specific information that only the FCO can provide.
Weather & Tidal Conditions
Information is supplied by the Meteorological Office, local tourist offices and other sources and is given as a guide only. Our Sales team is happy to advise on weather trends as many of the destinations featured in this brochure have a tropical climate where heavy rainfall and strong winds (sometimes hurricane force) do occur at certain times of the year, however world weather patterns are now becoming more and more erratic resulting in unusual rainfall, storms and even floods. During monsoon season, you are likely to get more rain than sunshine. Most people go on holiday to spend time in the sunshine and although adverse weather conditions can be very frustrating Kuoni cannot assume any responsibility for the statistical information provided opposite, nor accept liability to make refunds or pay compensation for alternative arrangements, damage to property or curtailed holidays as a result of such conditions.
Some destinations featured in this brochure are subject to tides at specific times of the year which can affect swimming. Depending on the island you have chosen, there may be restrictions on areas where it is safe to swim due to strong currents or sea defences which protect the island beaches. We strongly recommend you listen to local advice to ensure your own safety. Please refer to meteorological websites for the latest and most up-to-date information on tides for the destination you intend to travel to.