7) Changes and cancellation by us
We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in brochures and other details both before and after bookings have been confirmed and cancel confirmed bookings. 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 8 weeks before departure.
We will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure
or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g. the minimum number of clients required for a particular travel arrangement is not reached.
Most changes are insignificant. If we make an insignificant change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of insignificant changes include alteration to your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change. Please also see clause 17 “Delay and denied boarding”
Occasionally, we have to make a “significant change” before departure, such as:
(i) a change of accommodation to that of a lower official classification or standard for the whole or a significant part of the time you are away;
(ii) a change of accommodation area for the whole or a significant part of the time you are away;
(iii) a change of outward departure time or overall length of time you are away of twelve or more hours;
(iv) alterations to your confirmed place of departure that add more than 100 miles to any single leg of your journey;
(v) a significant change to your itinerary, missing out one or more destination entirely.
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) (for significant changes) accepting the changed arrangements;
(b) having a refund of all monies paid; or
(c) accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:
- if, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
- if we cancel your booking and no alternative arrangements are available and/or we do not offer one.
The compensation that we offer does not exclude you from claiming more if you entitled to do so.
Period before departure in which we notify you & amount you will receive from us*
• 56 days or more: Nil
• 55 to 28 days: £20
• 27 to 14 days: £30
• 13 days or fewer: £40
*Important note: We will not pay compensation in the following circumstances:
- where we make an insignificant change;
- where we make a significant change or cancel your arrangements more than 8 weeks before departure;
- where we have had to cancel your arrangements as a result of your failure to make full payment on time;
- where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
- where we are forced to change or cancel your holiday as a result of “force majeure” (see clause 8)
If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will if possible, make alternative arrangements for you at no extra charge and, where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.