Terms & Conditions
Online Versions
of our brochures
Where we provide an online version
of a brochure in Acrobat pdf format, it is intended for guidance
only. As with any electronically transmitted document errors
may occur and so your contract with us is based upon our printed version
of the brochure and subject to the Reservation Conditions below.
RESERVATION CONDITIONS
Arena Holidays Ltd, Caxton House, 36 Anson Road, Martlesham Heath, Ipswich,
Suffolk, IP5 3RG
Telephone: 01473 660800. Facsimile: 01473 660801
http://www. arenatravel.com
Arena Holidays Limited, registered in England under no. 1982026
1. YOUR CONTRACT
Your contract is with Arena Holidays Limited who are licensed as air travel
organisers by the Government’s Civil Aviation Authority (CAA) under
Licence No. ATOL 3770, and bonded accordingly. In the unlikely event of
our insolvency, the CAA will ensure that you are not stranded abroad and
will arrange to refund any money you have paid to us for an advance booking.
Please note that your money is not protected by the ATOL if booking a
non-air based holiday. You can rest assured that your money and Reservation
is safe in our hands. For your holiday to be a success, we believe that
the contract between us should be clear and we ask you to read these Reservation
Conditions together with all information in the other sections of the
brochure before you sign your Reservation Form. The person who signs the
Reservation Form does so on behalf of all named members of the party and
guarantees payment to us of the total cost of the holiday booked.
2. YOUR RESERVATION
If booking an air-based holiday, your money is immediately protected by
us under the terms and conditions of our ATOL Bond. If booking a non-air
based holiday, your holiday will not be confirmed until such time as you
receive a Confirmation-Invoice from us; your money is immediately protected
by us under the terms and conditions of our ABTOT bond. There is no contract
between us until the Confirmation-Invoice has been sent and it acts as
our acceptance of the booking in accordance with the contract which is
subject to English law and the exclusive jurisdiction of the English courts.
You must check your Confirmation-Invoice and raise any queries immediately.
The full balance of the holiday cost must be paid no later than the date
shown on the Confirmation-Invoice. No reminder will be sent and, if the
full balance has not been received by that date, we reserve the right
to cancel the holiday and levy cancellation charges as detailed in paragraph
16. A charge of £25 per cheque will be levied for unpaid cheques.
3. SPECIAL REQUESTS
Please make a note of any special requests you may have in the space provided
on the Reservation Form. We will try to fulfill your special requests
but regret that this cannot be guaranteed and failure to do so will not
constitute a breach of contract. Please note that our contracts for accommodation
and transport provide for the allocation of rooms or seats to us. Your
booking will be made within those allocations but no specific rooms or
seats can or will be confirmed.
3.1 Flights.
Seating arrangements on aircraft are the sole responsibility of the airline.
Although every effort is made to secure seating on the aircraft to satisfy
your special requests, we cannot guarantee that your choice of seats will
be available or that seats together can always be obtained. Extra legroom
is rarely available.
3.2 Meals
When requesting vegetarian or special diet meals it should be appreciated
that the standard and choice is likely to be limited.
4. PRICE REVISIONS
The tour price is based on the tariff and currency exchange rate current
at the time of costing the tour and is therefore subject to adjustment
owing to any changes in these costs or rates. Full details of the exchange
rates used appear in the brochure. Price revision will be made solely
to allow for variations in transportation costs (including the cost of
fuel), dues, taxes or fees chargeable for services such as landing taxes
or embarkation or disembarkation fees at ports and airports, or the exchange
rates applied to the particular package. If the exchange rate increase
is less than 2%, Arena Travel will absorb that increase itself. With the
exception of increases in fuel surcharges, landing fees and other airline
taxes and airport charges, no price increase may be made less than 30
days before the departure date. Arena Travel is pleased to guarantee that
no combined currency or tariff surcharge will amount to more than 8% of
the quoted tour price. In making this condition, Arena Travel is accepting
a substantial risk and because of this cannot make any refund in the event
of favourable currency exchange rate movements nor could it allow credit
from such movement to offset any increase in other costs.
4.1 Airline Taxes, Charges and Fuel Surcharges
The amount of these charges that is included in the tour price is clearly
shown in the brochure. Arena Travel reserves the right to pass on any
increase in these taxes and charges whenever they are levied in the form
of a supplementary charge.
5. INSURANCE
It is mandatory
that all passengers have sufficient travel insurance. Passengers without
appropriate travel insurance will not be allowed to travel. To take advantage
of the policy, arranged by Holiday Extras (in cooperation with AXA Insurance
Ltd), please complete the enclosed insurance form and send it and the
appropriate premium with your payment. Cover is not effective until the
premium has been paid. For details of insurance, please refer to
the enclosed leaflet. Passengers wishing to arrange their own insurance
cover are required to forward a copy of their Insurance Certificate within
15 days of receipt of their Holiday Confirmation-Invoice.
Please note that if we do not receive a copy of your insurance certificate
at least 30 days prior to departure, you will be deemed to be in breach
of contract and will be unable to travel.
6. PASSPORTS AND VISAS
Details of passport and visa requirements for British and other EU Passport
holders appear in the brochure. Holders of all other passports should
consult the appropriate embassies or consulates for details of current
visa requirements. Please note that it is your responsibility to ensure
that you carry the correct documentation.
7. TOUR DATES
The tour dates appear on the Brochure and/or Reservation Form accompanying
these Reservation Conditions.
8. TOUR PRICE
The tour price includes the elements referred to in the Reservation Form
by tour reference number, fully described in the brochure. Any items not
included in the tour price such as meals (e.g. where accommodation is
room only or bed and breakfast), drinks, optional excursions, travel insurance,
additional airport taxes and charges over and above those specified in
the brochure and personal items e.g. telephone calls, laundry etc, must
be borne by you.
9. FLIGHTS, RAIL AND SEA JOURNEYS
Any flights, rail or sea journeys forming part of the travel arrangements
will be subject to the standard Conditions of Carriage of the airlines,
railway companies or shipping lines used. In most cases these will limit
the liability to the passenger. Full details of flights, rail journeys
and sea journeys appear in the brochure.
10. ACCOMMODATION
The Reservation Form gives details of the nature of accommodation to be
provided on the tour. Fuller details about your accommodation appear in
the brochure.
10.1 Hotel Description
Our hotel descriptions are based on information available at the time
of printing the brochure. However, it should be borne in mind that changes
may occur after the date of publication. There may be occasions, especially
in the low season, when facilities may be withdrawn by hotel owners. A
swimming pool may need cleaning or a bar/restaurant may be closed for
redecoration. Similarly air-conditioning or swimming pools mentioned in
the hotel description may, at the hoteliers’ discretion, only be
available at certain times of year. These changes are regrettably beyond
our control and we reserve the right to change the particulars in the
brochure by means of a brochure errata. However, we will inform you of
any known changes at the time of booking. If you have already booked we
will inform you as soon as possible before your departure if there is
time. Public holidays and local religious festivals may also affect the
availability of resort and hotel facilities. If you feel that any of the
facilities mentioned in the brochure are vital to the enjoyment of your
holiday then you must write to us immediately and we will inform you of
the latest known situation.
10.2 Rooms With a View
When a room is described as having a sea view, or other view, this may
be partially obscured by trees or other obstacles.
10.3 Single, Triple and Quadruple Rooms
Whilst the facilities in these rooms are comparable to twin-bedded rooms,
it should be noted that single rooms are not always in the same area of
the hotels as twin rooms and may tend to be on small side. In the case
of triple rooms this usually consists of a standard twin room with an
additional bed which may be of a camp bed or rollaway type. Quadruple
rooms usually consist of a room with two double beds.
11. MEALS
Where meals are provided on a holiday, details are specified in the brochure
(e.g. bed and breakfast, half-board etc).
12. ITINERARY
The itinerary is specified in the brochure. The duration of the holiday,
i.e. the number of days, includes the day of departure from the UK and
the day of arrival back in the UK.
13. RESERVATION ALTERATIONS BY YOU
If after your booking has been confirmed you wish to change any of the
arrangements shown on your Confirmation-Invoice, you must notify us in
writing as soon as possible. We will always do our best to help. The request
must be made by the person who signs the Reservation Form. When the request
can be met we will confirm the amendment by issuing a revised Confirmation-Invoice.
We will, however, make an administration charge of £20 per person
(maximum £80 per Reservation Form). For any changes made we reserve
the right to pass on any charges which may be levied upon us by an airline.
Any additional person added to the booking will be deemed to have accepted
these Reservation Conditions. Where changes are requested within 72 days
of departure these will attract cancellation charges as set out in Paragraph
16 except where the change is to substitute a party member where that
person is prevented from taking their holiday. In this situation, that
person may transfer their booking to someone else provided that we are
notified in writing not less than 10 days prior to departure. Where the
original party member is the person who signed the Reservation Form, he
or she will remain jointly and severally liable for payment with the new
party member. Any charge incurred in making such change (e.g. airline
amendment fee, etc,) will be payable. Other than in this case, the new
arrangements made within eight weeks of departure will constitute a new
reservation.
Please note that Insurance premiums are not transferable or refundable.
Should the number of persons travelling change, the price will be recharged
on the basis of the new party size. Any increase in price per person payable
as a result of part cancellation, e.g. an under occupancy charge or a
sole occupancy charge, will be indicated on the revised Confirmation-Invoice.
14. RESERVATION
ALTERATIONS BY ARENA TRAVEL
It is unlikely that we will have to make changes to your holiday, but
arrangements are planned many months in advance and we reserve the right
to do so.
All details in the brochure are
correct at the time of publication (please refer to the brochure for publication
date) and are based on information provided by our suppliers (airlines,
hotels, shipping/cruise lines, coach and rail companies etc.). However
as arrangements are made many months before departure, changes are sometimes
necessary which may cause the final itinerary or arrangements to be altered.
We therefore reserve the right to modify the itinerary or any of its component
parts without prior notice. In the event of changes being made, you can
rest assured that we will make every effort to give you as much advanced
notice as possible. In practice only a very few tours are likely to be
affected, but no compensation is payable under these circumstances.
14.1 MINOR CHANGES BY ARENA TRAVEL
Minor changes include, but are not limited to, operational changes affecting
the aircraft type, airline, arrival airport or changes in scheduled departure
or return times of less than 12 hours. We also reserve the right to amend
your mode of ground transport from coach to train or vice versa if necessary
for operational reasons. In such cases it is not possible to transfer
to another holiday nor to cancel your holiday without incurring the standard
cancellation charges.
14 .2 MAJOR CHANGES BY ARENA TRAVEL
Where a major change becomes necessary, we will inform you as soon as
reasonably possible - if time permits before your departure. A major change
is one that is made to your holiday arrangements before departure that
involves a change of UK airport, destination or time of departure or return
by more than 12 hours or an offer of lower priced accommodation in self-catering
or a lower official grading for hotels. In these cases, you have a choice
of either (a) accepting the changed arrangements notified to you or (b)
purchasing another holiday from us or (c) cancelling your holiday and
receiving a full refund of all monies paid.
15. CANCELLATION BY ARENA TRAVEL
Cancellation by us may be necessary in exceptional circumstances or because
insufficient people have booked your chosen holiday to make it commercially
viable. We reserve the right in our absolute discretion to cancel your
holiday and if cancellation occurs because of insufficient numbers, we
will notify you at least 6 weeks before departure. On the rare occasion
that a tour is cancelled, we will give a full refund of monies paid, and
the opportunity to re-book on a suitable alternative, if available.
16. CANCELLATION BY YOU
Should you or any member of your party be forced to cancel your booking
once it has been accepted, a valid cancellation can be made only by written
instruction and signed by the person who signed the Reservation Form given
to us. The effective date for cancellation is the date when we receive
your written instructions at our registered office. If you cancel, a charge
is payable by you as the signatory of the Reservation Form by way of agreed
damages to cover our estimated loss calculated on the scale set out below:
Period before departure by which Cancellation charge - shown as a written
instructions received by Arena. percentage of total price excluding insurance
premium.
More than 72 days Loss of deposit
72-29 days 45% or deposit (whichever is the greater)
28-15 days 60% or deposit (whichever is the greater)
14-8 days 75% or deposit (whichever is the greater)
7-1 days 100% or deposit (whichever is the greater)
You may make an insurance claim if your cancellation falls within the
terms of your insurance cover.
17. HOLIDAY TERMINATION BY ARENA TRAVEL
We reserve the right in our absolute discretion to terminate without notice
the holiday arrangements of any passenger whose behaviour is such that
it is in our opinion likely to cause distress, damage, danger or annoyance
to our other passengers, our employees or to any third party or to property.
If you are prevented from travelling because, in the opinion of any person
in authority, you appear to be unfit to travel or likely to cause discomfort
or disturbance to other passengers, our responsibility for your holiday
ceases and we shall be under no obligation to pay any refund, compensation
or costs to you. Please note that Arena has no control over the behaviour
of other persons staying at or visiting your holiday accommodation and
we are not responsible for any withdrawal or impairment of facilities
or other loss or damage caused by them. Under no circumstances are you
entitled to share or sub-let your accommodation with anyone other than
those passengers shown on your booking.
18. DELAYS
We cannot accept any liability for any delay in your flight or other transport
to or from the UK where the cancellation or delay is caused by adverse
weather conditions, re-scheduling times by the airline, the airport authorities
and/or the action of air traffic controllers, port authorities, mechanical
breakdown, strike or industrial action or otherwise. However, in certain
circumstances, you may be able to make a claim under your insurance policy.
19. COMPLAINTS
Arena Travel is determined to provide you with a successful, trouble-free
tour but we accept that sometimes even the best prepared plans can go
wrong. If this happens and you find that you are in any way dissatisfied
with our service, in order that we may have the opportunity to correct
the matter, you must advise our tour manager, or local representative
immediately. Should the tour manager or Arena’s local representative
not be able to resolve the situation, you should report the complaint
in writing to the Arena Travel office no later than 14 days after completion
of the tour quoting your booking number. No complaints or claims can be
considered after that date. Please note that claims can be made only direct
to Arena Travel.
20. ARENA TRAVEL’S RESPONSIBILITY FOR YOUR HOLIDAY
We accept responsibility for your holiday arrangements and for ensuring
that the services you receive are of a reasonable standard and as described
in the brochure. We accept responsibility for the acts and omissions of
our employees, agents, sub-contractors and suppliers while acting in the
course of their employment or contract with us. Should you or any member
of your party suffer personal injury or death as a result of their proven
negligence or breach of contract, we will accept responsibility but please
note:
(a) all claims must be made known to us immediately and full written
details should, where possible, be provided within 28 days of the scheduled
completion date of the holiday;
(b) where any payment is made by us or our insurers, the claimant must
assign to us or our insurers his or her rights against any third party
and must give full co-operation to enable us to pursue a claim;
(c) when you travel with an air, sea or rail carrier, the Conditions
of Carriage of that carrier apply and are deemed to be incorporated
into this contract. These Conditions are often the subject of international
conventions which limit or exclude liability. Copies may be obtained
on request from Arena;
(d) the liability of the hotelier may be limited in accordance with
the Paris Convention of 1962 on the liability of hotelkeepers;
(e) Arena cannot accept liability for loss, damage or expense as a
result of unusual or unforeseeable circumstances beyond our control
(including but not limited to the following circumstances: war or threat
of war, riots, civil strife, terrorist activity, industrial disputes
technical problems to transport, natural and nuclear disasters, fire,
closure or congestion of airports or ports, cancellation or changes
of schedules by airlines or ports, and similar events beyond our control,
the consequences of which could not have been avoided even if all due
care had been exercised, or due to an event which even with all due
care we could not see or forestall).
21. PERSONAL INJURY NOT CONNECTED WITH ARRANGEMENTS
MADE BY ARENA TRAVEL
In the event that a member of the party should suffer illness, personal
injury or death during the holiday through a cause unconnected with any
negligent act or omission of our employees, agents or sub-contractors
or suppliers, we will offer all assistance possible.
However, excursions or other tours that you choose to book through the
tour manager or overseas representatives while you are on holiday are
NOT part of the packaged holiday and, therefore, are NOT covered by The
Package Travel, Package Holidays and Package Tours Regulations 1992. Therefore,
unless you suffer personal injury or death caused by our negligence we
do not accept any liability for any loss or damage you may suffer from
any excursion. Any arrangements made while you are actually on holiday
and which are not made through us are those for which we do not have any
responsibility or liability.
22. DATA PROTECTION ACT 1984 and 1998
Information provided by you to us in connection with your booking(s) will
be held by Arena Travel (Arena Holidays Ltd) in accordance with the Data
Protection Act 1984 and 1998. It will be used to facilitate your requirements
and requests. Arena Travel and its affiliated companies may use the information
to provide you with details of their full range of services and products.
Arena Travel does not sell or rent its lists of names and addresses to
any other companies. If you are on our mailing list and do not wish to
receive any future news from Arena Travel then please write to the Customer
Data Department, Arena Travel, Hamilton House, Cambridge Road, Felixstowe,
Suffolk, IP11 7SW. If you wish to obtain a copy of the personal information
held about you, please write to the above address. Arena Travel reserves
the right to make a small administrative charge for supplying this information.
Arena
Arts, Arena Cruises, Arena Cruise Club, Arena Sports, Arena Travel, E.P.F.C.
Travel Service, Wade Farm Tours and Daily Mail Gardens Collection are
trading names of Arena Holidays Ltd.
Reservation Conditions published April 2008www.DCv4
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