Avalon Waterways is a Trading Name of Cosmos Coach Tours Ltd (CCT) and CCT is a Member of ABTA with membership number V3031, and licensed by the Civil Aviation Authority (ATOL number 1082). For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ. Tel: 020 3117 0500 or www.abta.com. Air inclusive holidays and flights are protected by CCTs ATOL. 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. For further information, visit the ATOL website at www.atol.org.uk. This information is issued on the sole responsibility of the tour operator. It is not issued on behalf of and does not commit the Airline(s) mentioned therein, or any Airline whose services are used in the course of holiday(s)".
The words "we", "you" and "your", where used below, have the same meaning as defined in the Booking Conditions.
Your documentation will be provided by e-mail. Please ensure you provide us with a valid email address at the time of booking in order for us to provide you with your booking invoice, holiday documentation and ATOL certificates. If we do not have a valid email address please note that there is charge of £10.00 to post your travel documentation.
Emergency Contact Information
We use mobile phone or email contact information for emergency purposes in time-sensitive situations so that where should the need arise, we can quickly get in touch. This information will not be used for marketing purposes and will be disposed of after your trip. Final documentation will not be released until you have provided us with this information.
Advance Passenger Information
It is now a UK Government requirement for certain key passport & personal data to be provided for security reasons. You will be required to provide this information via a designated web portal. If you do not submit this data your booking may be subject to cancellation because the transport provider may be unable to allow you to travel. Please note that if you are travelling to/from/via the USA we are unable to issue your tickets or flight itinerary until the information has been provided. Therefore you must provide the data as soon as possible after the booking has been made and at least 4 months prior to departure. If you are booking within 4 months of departure you must submit the data immediately after booking via the relevant web portal. For destinations not involving the USA, the absolute final deadline for data to be submitted is 4 days prior to departure although again we would encourage you to submit the data as soon as your booking has been made. Inaccurate or incomplete data could delay your journey, either at check-in or with the immigration authorities. We cannot accept responsibility for incorrect or incomplete data provided, and if you are unable to travel for any reason relating to the provision (or omission) of API data, no refunds will be available. To provide your API data, go to "My Booking" at the top of our Web Page http://avaloncruises.co.uk/apis You will need to enter your Booking Reference and the Lead passenger name this will take you to the secure link where the required API information may be entered.
Pre-bookable Flight Seats
Airline policies vary as to when you are able to reserve your seats. You may be able to reserve your seat online or alternatively you may call the airline to discuss your seating requirements using your airline locator which can be provided by us. Please note that airlines do not guarantee that this service can be provided and we are unable to provide assistance with these requests.
Journeys Club is a loyalty scheme for any customer who has travelled with Avalon Waterways before. The on board benefits of Journeys Club can only be redeemed from your second Avalon Waterways cruise onwards. You must have a valid email address to sign up to Journeys Club. Once you have signed up via our website, you will receive your confirmation letter and will continue to receive emails which keep you informed of any Journeys Club benefits. For more information please see http://avaloncruises.co.uk/jcsignup To enjoy the added benefits on board cruises you will be asked to hand in your membership card at Reception for validation. Your Cruise Director will give a full explanation once aboard your cruise. Please note that for European cruises Journeys Club Drinks Vouchers are no longer included in your travel documentation and these will be distributed on board your ship.
Gifts on Board
Customers have the option to purchase gifts on board for themselves or a travelling companion or friends on the cruise. A variety of gifts may be available such as wine, flowers, chocolates and Champagne. The purchase(s) must be made at least a week prior to departure.
A range of celebration packages are now available to purchase on our ships in Europe. A variety of options are available whether you want a small celebration for just two people or a lavish cocktail party on the Sky Deck with family and friends. Packages include birthday and anniversary cakes, passengers staterooms being decorated, personalised invitations to dinner and many more special touches. Wedding vow renewal packages are also available with the option to hold intimate vow renewal ceremonies on board. Please contact us for details.
These should be advised at the time of booking however we cannot guarantee that your requirements will be met. Please note any request does not form part of your booking arrangements.
Save money by forming a group, you could receive a discount if you are travelling with a group size of 10 or more people. Or if you are interested in chartering a departure, just call your Avalon Specialist for more details.
Free Private Chauffeur Service
We include a private door-to-door home transfer on all holidays if you live in Mainland UK and within 100 miles of your UK international departure point. The car is exclusively for you and your holiday party and will take you from your door to the departures terminal entrance; on your return, you'll be met in the arrivals hall. If you live more than 100 miles from your international departure airport you can pay an excess rate of £1.70 per mile per car for the additional miles. Mileage is calculated using the quickest route on www.theaa.co.uk. This offer is subject to change.
Important Mobile Phone Restriction
Samsung recently announced a voluntary recall and exchange program on certain Galaxy Note7 smartphones. These phones can overheat and catch fire posing a safety hazard. As the safety of all customers is our top priority, these devices are not allowed on any of our holidays.
About Your Accommodation and Resort
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Our prices are based on 2 adults sharing a category E stateroom on Europe ships, a Mekong Deck stateroom on Avalon Siem Reap, an Irrawaddy Deck stateroom on Avalon Myanmar, a deluxe stateroom on Century Legend or a Fauna stateroom on Amazon Discovery, each with facilities as described on the deck plan pages. Your stateroom number will usually be advised at the time of booking but this is not guaranteed and may be altered. Your cabin may be affected by mechanical noise and/or vibration. Views from outside cabins can sometimes be obscured by lifeboats, double docking and some portholes by deadlights.
Where applicable the hotels that we have selected for you are listed separately on each individual cruise page. The vast majority of the hotels are 4 or 5 star standard. Our prices are based on 2 adults sharing a standard twin/double room with private facilities.
It may occasionally be necessary to use alternative hotels to those shown on the cruise page. Such alternative hotels will be of at least an equivalent standard to those indicated and final details will be provided with your tickets or on occasion, by your Cruise Director/local representative.
Single Rooms/Staterooms and Sole Occupancy
Those of you who are single travellers may feel that the cost of your holiday is higher than it should be. The reason for charging a supplement is that the accommodation price is based on a price per room while our holidays are sold per person, including flights and other elements. Therefore the per person price for a lone traveller can include the entire double room cost. There are no specific single staterooms, only our deluxe staterooms for sole occupancy. We do not make additional and excessive profits from these sales; the prices charged merely reflect the real cost to us.
Single Share Option
On our European ships, with our single share option, you avoid on paying the single supplements by sharing with another single traveller of the same sex. This is available in selected categories.
On European cruises, the number of days mentioned includes both day of departure and day of return landing in the UK. On Asia and South America departures, the duration shown is the number of days spent at your destination, it does not include days spent travelling to/from the destination. In most cases staterooms must be vacated no later than 9am on the last day of your holiday to ensure that rooms are ready for incoming passengers. Where possible, a room will be made available for storing luggage.
Ship, Resort and Hotel Facilities
All facilities and experiences on ships are subject to change. It is possible that some of the details in this brochure may have changed since the brochure was printed. Errors may also occur. You will be informed of any changes to or errors in any of the relevant details when you book as part of our commitment to quality customer service. If you have already booked, we will do our best to tell you of any significant changes before your departure. Brochures are produced up to 18 months in advance and there may be occasions when an advertised facility or entertainment is not available or fully operational. Essential maintenance or cleaning, lack of support or demand may also affect the actual availability of particular activities or facilities; so can such things as local licensing laws, local authority or governmental restrictions. An additional charge may be made for hotel facilities, such as minibars and safety deposit boxes. Please be aware that during local or national holidays or festivals abroad, certain attractions such as museums may be closed and sightseeing tours and shopping may be limited
About Your Holiday Flight / Train Journey
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Your flight/train details
The prices shown for our holidays are based on planned contracted flights from a London airport. The actual selling price may vary from that published due to numerous factors including but not limited to, additional taxes or fuel surcharges introduced, the airline only allowing us to hold a limited number of seats at a pre-agreed rate, or because alternative flights are being used. Whilst we have detailed flight options and timings from the regions as well as London, at the time of print many schedules remain unpublished by these airlines and so this is offered as a guide only.
Flight timings shown in this brochure are based on the 24-hour clock system, are for guidance only and are subject to confirmation and alteration. Please refer to clause 5 of our Booking Conditions. Ask your reservations advisor for details of latest flight timings and ensure that you check your documentation and/or tickets carefully. The airlines we plan to use are shown on individual tour pages, and may be subject to change.
Flights may not necessarily be non-stop or the most direct routing; an en-route change of aircraft may sometimes be necessary. We classify a flight as direct when there is no change of aircraft en route. However, stops en route may become necessary for refuelling or to let passengers on and/or off and may require disembarkment. You will be advised of any change to these arrangements on receipt of your tickets. If arranging domestic air, coach or train tickets to connect with your international flights, whether independently booked or booked through us, please note that we cannot be held liable for any loss or expense incurred due to flight time changes or flight delays. Similarly, in the event of your flight arrangements being changed or cancelled as outlined in clauses 3 & 4 of our Booking Conditions, we accept no liability for extra costs or consequent loss resulting, directly or indirectly, from any independent contract or arrangements between you and a third party.
Eurostar itineraries are based on departures from London St Pancras (Ebbsfleet on request) to Paris Gare du Nord, Brussels or Lille. Onward travel where appropriate will be on TGV, Alleo or Thalys services. Full joining details will be supplied with your tickets and travel information, please check your tickets as soon as you receive them. Some airlines require that you check-in online and have access to an email address.
Full Name on Tickets
Due to increased security measures airlines and train companies now require first and last names on the tickets. This must be the same name that appears on your passport, which must be the same name given when making your booking with us. It is your responsibility to ensure this information is correct on your Confirmation/Invoice and other documentation. Any changes or corrections will lead to an administration charge of £30 per ticket plus any charge made by the airline.
Your baggage allowance depends on the terms and conditions of the applicable airline so please check directly with them prior to your departure. You may not combine your luggage with another member of your party into a single piece and go over this limit. Baggage in excess of the allowance cannot be carried by the airline, or will be subject to an excess charge. Note that some low cost airlines enforce a strict limit on hold and hand luggage, so please ensure you check directly with them prior to your departure. Due to limited space on river cruise ships, only one piece of baggage per person, weighing no more than 50 lbs (23kg), with maximum dimensions 30"x21"x11" (plus one reasonable piece of hand luggage not exceeding 12”x11”x6” so that it can easily fit under your seat in various transportation) is permitted. Wheeled carry on cases are not suitable as hand luggage for travel safety reasons.
Joining Your Flight
We recommend that you check in three hours before departure for a transatlantic or long haul flight, and two hours before departure if you are flying on a domestic flight from a regional airport to connect with your international flight or if you are flying to Europe. If you have checked in online please check your airline's website for the reduced check in time. Should you require wheelchair assistance at the airports, we will need to know in advance.
Meals, alcoholic beverages and audio visual in-flight entertainment will normally be available, however on some flights there will be a charge for these. Please refer to your flight itinerary for the meal service relevant to your flights or the airline website directly.
IMPORTANT: In-flight services are subject to change at short notice; no refunds will be made for the withdrawal of catering after booking. Should there be a change after ticketing, we will do our best to notify you, so that you can be prepared, but no refunds or reductions will be made.
Deep Vein Thrombosis
Lengthy periods of immobility can increase the risk of Deep Vein Thrombosis (DVT), but there are simple steps that you can take to reduce susceptibility. Take plenty of non-alcoholic drinks; get up and move about whenever possible, do some simple foot and leg exercises. Your airline may demonstrate the type of exercise or see www.nhs.uk/Livewell/travelhealth. However, if you are concerned about this issue, we strongly recommend that you consult your GP.
Advance Passenger Information (API)
Advance Passenger Information (API) means your Passport details, and in some instances your contact information, which has to be provided to the authorities before you travel.
The UK Government (through the UK Home Office 'E-Borders' scheme) require Air, Rail & Cruise Operators ('carriers') to collect API from ALL passengers travelling internationally into and out of the UK. You can read more information on the UK E-Borders scheme, on the following link: www.ukba.homeoffice.gov.uk/advance-passenger-
The Data required currently is:
- • Passport Number
- • Country or State which issued passport
- • Expiry date of passport
- • Given (first and middle) names - as they appear in the passport
- • Last or Surname - as appears in the passport
- • Gender
- • Date of birth
- • Nationality
- Some Governments may also require 'carriers' to provide access to booking data, which may contain other passenger information. We will only provide each country's Customs & Immigration authorities with the relevant API or booking data required by law. This is governed by Data Protection laws applicable in the UK and the requesting State. Inaccurate or incomplete data could delay your journey, either at check-in or with the immigration authorities. We cannot accept responsibility for incorrect or incomplete data provided, and if you are unable to travel for any reason relating to the provision (or omission) of API data, no refunds will be available.
How can I provide my API data?
Please go to the following secure web portal https://www.avaloncruises.co.uk/apis and key in the lead passenger’s surname and also the booking reference to enter the required information. You must enter all the required details for all passengers on the booking.
You can re-enter the data if you've made a mistake, but you will not be allowed to change the names supplied at time of booking so please ensure they match those on passenger's passports.
What if I need to change a passenger's name?
You must contact our Call Centre first, as any name-change will be subject to normal Booking Conditions and may attract a charge. It is absolutely imperative that the names on the booking match those on the Passports of those travelling, and that this in turn matches API Data.
When do I need to have provided my API by?
Ideally you should provide the API data as soon as possible after the booking has been made as we can accept data from the moment that you receive details of the API Portal. The absolute latest that we can accept your API data by is 4 days prior to travel.
About Your Cruising Holiday
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Please bear in mind that all itineraries, sailing times, accommodation and excursions are subject to change. Cruising and land itineraries may have to be changed, sometimes at short notice, for operational reasons or other reasons outside of our control for example, weather or water levels, mechanical breakdowns, police activity etc. In addition, river and other local authorities often need to carry out repair or maintenance work on the river and canal banks, stretches of river or canal bridges, locks or docks or other areas which may impede river cruise travel. This is frequently undertaken with little or no advance notice to river cruise operators, and can cause Avalon Waterways to make changes to the published itinerary and operate part of the itinerary by using substitute coach travel and/or hotel accommodation with little or no advance notice. These events are beyond our control and Avalon Waterways will not be responsible for any loss, expense or inconvenience caused by reasons of such changes. If any problems of this nature occur it may be necessary to operate part of the itinerary by coach or to alter the programme. During local or national holidays or special events, on Sundays and religious occasions, certain facilities such as museums, churches, restaurants, sightseeing tours, and shopping may be limited or not available. If facilities included on an excursion provided as part of the itinerary are closed, alternatives will be offered when possible. Certain parts of your holiday may be operated in conjunction with our sister companies from within the group of companies which Avalon Waterways belongs or with other operators and joint representation will occasionally be provided.
Embarkation times/Disembarkation times
We have strict embarkation/disembarkation timing windows needed for the turnaround of the vessel. We endeavour to organise the most appropriate flights or train journeys with consideration for these timings. If your first night is a hotel stay and your flight arrives late, you may miss the Welcome Meeting. If the first night is aboard your ship, then all passengers must be on board for a mandatory safety drill at 5pm.
If you have chosen to make your own way to the ship, please note that we cannot be held liable for any failure to meet the ship in time for the confirmed time of embarkation.
Optional Excursions and Transfers
In addition to any inclusions already featured in your cruise itinerary, you may be offered a programme of optional excursions. A list with details and current guideline prices will either be included with your e-documentation prior to departure or provided upon arrival. We act as a booking agent in respect of such optional excursions and are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. Please see clause 7(i) of the Booking Conditions for further information. Prices may be subject to change and the right is reserved to substitute a similar alternative excursion should it become necessary. Local excursions and transfers are not always operated using a touring coach and are sometimes provided by local operators. On-board facilities and vehicle type may, therefore, vary on occasion. The operation of all/any optional excursions is subject to availability and a minimum number participating. Prices may be subject to change and the right is reserved to substitute a similar alternative excursion should it become necessary.
We have found over the years that young children do not enjoy cruising holidays and for this reason we do not accept bookings for children under the age of 8 years. There are no special arrangements or activities on board for children. We cannot accept bookings from unaccompanied children under 18 years of age and any children therefore between 8 and 18 years of age must share the adult’s accommodation.
Please note that Christmas markets generally close around the third week of December.
Customers have the option to choose to add pre or post nights or both, staying in 4 or 5 star hotels in the cities where the holiday starts and ends. Prices quoted are per person, in a twin room with breakfast. Transfers to/from the airport or station can be arranged but at extra cost. If your holiday includes a hotel stay, every effort will be made to reserve the extra nights at the same hotel. However if space is not available, alternative accommodation will be reserved at a hotel of equivalent standard.
Customers can choose our convenient ‘cruise only’ option. This will allow you to make your own way to the ship and join just the cruise portion of the holiday, removing overnight hotel stays at the beginning or end of the cruise itinerary. Flights, transfers and our private home pick-up service are not included.
Sky Deck Access
There may be occasions when the Sky Deck on European ships will be closed to passengers. This is when passing through locks and under low bridges and it is in the interest of safety.
Docking positions at each port are assigned by local authorities, and river cruise companies have no control over where they can dock. This can sometimes result in double-docking, when more than one ship is assigned to the same dock and the ships are rafted together, temporarily obstructing the view. Double docking may also make access to the ship more difficult. Avalon Waterways will not be responsible for any inconvenience or access problems caused by reasons of such assignment.
The cost of your Holiday
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All holiday prices shown are based on two people sharing the lowest stateroom category and the lowest cost flight available at time of booking. Where applicable, supplements are payable for upgraded staterooms and/or alternative flights. Not all cruises are necessarily available on every flight featured to the relevant destination. Please see clause 2 of the Booking Conditions for details of our Price Policy.
Your Price Includes
- • The services of a cruise/tour director, local guide or representative during the cruising/touring elements of your holiday; the services of our local representatives or agents during resort and city stays.
- • Return international flights/Eurostar/Rail journey from the UK as specified on each itinerary. (NB. Eurostar and some scheduled flights services do not include in-flight meals, refreshments on board will normally be available at an extra cost).
- • Airport taxes, security charges and port taxes.
- • Personal Avalon chauffeur service (see page 9 for full details).
- • All tips and gratuities for the Crew and Cruise Director
- • Fuel supplements known at time of booking.
- • ATOL Protection contribution.
- • UK Government Air Passenger duty.
- • Transfers between overseas airports or stations, ports and accommodation unless otherwise stated in the brochure or on our website (transfers are not included if you have booked ‘Just the cruise’ arrangements).
- • All internal flights featured in the itineraries shown.
- • Cruise/tour content as specified in each itinerary.
- • All meals on board.
- • All state/regional/local taxes, VAT and service charges unless otherwise stated in the cruise description.
- • Sightseeing and excursions specified as included in the cruise description.
The Only Extras
- • Food and drinks unless shown as included in your itinerary.
- • Meals on selected flight and train services.
- • Optional excursions
- • Gratuities to local guides and drivers.
- • Personal departure taxes payable at overseas airports are payable locally.
- • Holiday insurance
- • Any consumer levy that may be imposed by the UK Licensing Authority or approved body.
- • Costs of visas or vaccinations where necessary.
- • Additional charges for cruise/hotel such as laundry, safety deposit boxes, air-conditioning, minibar and sports facilities, unless otherwise stated.
- • Any flight supplements.
- • Any room/stateroom supplements as described in the price panel.
- • Transfers if you have booked ‘Just the cruise’ arrangements
- • For any payments made by credit card there will be a charge of 2% of the total cost of the holiday.
The price of your travel arrangements was calculated using exchange rates quoted in the Financial Times Guide to World Currencies in relation to the following currencies: US Dollar and Euro..
Throughout the year we run lots of deals, offers, and discounts at varying times. These are subject to availability, can be changed, or withdrawn without notice, have specific limitations, or apply to new bookings only.
Guide Price Panels
Prices are `guide from’ prices and were correct on the published date indicated in the specific details. We will always advise you of your holiday price before you choose to book with us. Please see Clause 2 of the Booking Conditions for full details of our Price Policy.
Some Practical Information
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It is essential that first and last names on flight tickets or itineraries exactly match those on the passport otherwise passengers may not be permitted to travel and any applicable insurance will be ineffective. It is your responsibility to ensure that your passport is valid for all of the destinations you will be visiting and that you are aware of the entry requirements. Some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry. Information on Passport requirements and details for relevant embassies can be found at https://www.gov.uk/foreign-travel-advice. Further information from the Identity and Passport Service can also be obtained as follows: Advice line: 0300 222 0000 8am-8pm daily (calls charged at your network provider's standard national rate). We recommend that you take a photocopy of your passport pages showing your photograph and passport number and keep these with you in a separate place from to the original to help in the unlikely event that your passport is lost while you are overseas.
As travel regulations are constantly changing, we as a tour operator are unable to guarantee that the information we provide concerning such requirements is up to date / always accurate. It is your obligation to ensure that you check the most up to date position well in advance of departure and comply with all necessary Visa, Passport or other travel regulations. We must emphasise that neither ourselves nor the carrying airline can accept any liability should your passport and/or visa requirements not be in order, and we would advise you to check on https://www.gov.uk/foreign-travel-advice and if unsure with the relevant embassy. Please also see clause 16 of our Booking Conditions.
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Know Before you Go
The Foreign & Commonwealth Travel Unit may have issued information about your holiday destination. You are advised to check this information on the FCO website - http://www.fco.gov.uk/. Alternatively, you can contact them on 0845 850 2829 or the ABTA Information Department on 0901 201 5050 (calls charged at 50p/minute). The International Air Transport Association (IATA) launched the IATA Travel Centre at http://www.iatatravelcentre.com/ in order to provide travellers with up to date passport, visa, health and other essential information, from which documents are required, to what taxes must be paid. Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our bookings conditions for information or for more information about financial protection and the ATOL Certificate go to www.atol.org.uk/ATOLcertificate.
Requirements can change without notice and some inoculations or precautions although not compulsory may be advisable. Local conditions are subject to change and we suggest that you consult your GP, one of the specialist vaccination centres or visit the NHS Choices website http://www.nhs.uk/Livewell/travelhealth/Pages/Travelhealth.aspx for more information within good time before your departure.
Holiday Healthcare in Europe - EHIC
If you are a UK resident you are entitled to free, or reduced cost, state provided healthcare when visiting a European Union (EU) country. However to be covered you will need to take a new European Health Insurance Card (EHIC) with you, which you can get, free of charge. To apply visit the NHS Choices website: http://www.nhs.uk/NHSEngland/Healthcareabroad/EHIC/Pages/about-the-ehic.aspx
Safety and Local Standards
The safety standards and regulations, which apply overseas are those of the country concerned. Often, regrettably, they cannot reach the same levels as the UK. Because of this the general standard of safety, hygiene, fire precautions, etc. can be lower than those which we have come to expect in the UK, and the authorities in the countries concerned may not have adequate power or resources to monitor and enforce standards. We suggest you familiarise yourself with fire escapes and always check the depth and exits of swimming pools before swimming. Upset stomachs can be caused by the change in climate or drinking ice cold drinks, and are not necessarily due to local hygiene or food preparation standards. Sexually transmitted diseases (including AIDS) are a serious threat to health throughout the world. Exercise caution and seek immediate medical attention if you think you have been infected. It is unwise to have your skin pierced or to have tattoos. Rabies is also a serious hazard so avoid touching animals, especially wild or stray ones. Remember the sun is more powerful than in the UK so take care not to expose yourself or your children. Use protective creams and drink plenty of non-alcoholic drinks to replace body fluids. Wear approved sunglasses to protect your eyes from ultraviolet rays and a sun hat. We suggest you keep a note of any significant medical condition you may have and details of any medication you are taking. Pack a small first aid kit and carry with you during your holiday.
Important Information Concerning your Safety
While on your cruise, your well-being, health and safety on board deserve our highest attention. As part of our safety regulations, we will conduct a mandatory safety exercise on board your vessel prior to the Welcome Briefing, while the ship is still in port. Your participation in this exercise will be required and therefore we wanted to advise you of this prior to your arrival. After checking-in on board, you will find more information about these required safety procedures in your stateroom including what to expect during the safety exercise on embarkation day. Please take the time to study the safety information carefully.
Thank you for your cooperation and understanding with these safety exercises.
Motorcoach Comfort and Safety
Every motorcoach is fitted with seat belts and equipped with emergency hatches/exits, fire extinguishers, hammers, first aid kits that should be used when required. Please take time to note the location of all emergency exits and the hammers, which are usually located on the sides of the coach near the windows. If you have any questions please ask your driver.
In the event of an accident, passengers should exit from the doors or emergency exits/hatches; if this is not possible, small hammers are provided to break windows. Large panes, such as the windshield must be hit at the corners in order to break the glass.
Passengers should remain seated at all times while the coach is in motion. Failure to do so may result in serious injury if the driver has to change speed, brake or stop suddenly. Passengers using the emergency toilet (if available) do so at their own risk. Coach aisles must be kept clear of all luggage and personal effects at all times. Always check for traffic when exiting and walking away from the coach, and re-entering. No passenger should remain on the motorcoach during comfort or other stops.
Medical care overseas can be expensive and medication extremely so, particularly in the eyes of British visitors. For this reason you must insure yourself against the possibility of injury and sickness requiring treatment on holiday. We have negotiated special cover at competitive premiums for details of our recommended Travel Insurance please see our website for details. You can take out your own independent insurance, details of which must be provided to us. Important - In certain circumstances proof of insurance will be required by hospital services/ hospital facilities prior to any treatment commencing, so please ensure you carry on you full details of your travel insurance cover/policy and details of any private health plans or policies.
It is a good idea to change some money into foreign currency before you go. American Express, Visa, Access (Mastercard), and Diners Club cards are acceptable in most places. Please check with your bank and/or credit card company to ensure that your card is accepted in the Country that you are travelling. We also recommend that you inform your bank or credit card company that you will be travelling abroad and using your card(s) overseas, to avoid them putting a block on them as part of their 'anti-fraud' measures, whereby they monitor unusual or suspicious activity. It is also worth taking a contact telephone number for your bank/credit card company that can be dialled from abroad (not an 0870 number).Please note that it is becoming more difficult and in some cases not possible to change traveller's cheques in some countries abroad.
Customers Requiring Special Assistance
Please tell us if you or a member of your travelling group requires special assistance prior to booking your holiday or within a reasonable period before travelling so that appropriate arrangements can be requested. Avalon Waterways will make reasonable efforts to accommodate any customers who require special assistance, but is not responsible in the event it is unable to do so, nor is it responsible for any denial of services by carriers, hotels, restaurants, or other independent suppliers. We regret that we cannot provide individual assistance to a tour member for walking, dining, and getting on and off motorcoaches and other transportation vehicles, or other personal needs. A qualified companion must accompany travellers who need such assistance. It is your responsibility to ensure you are medically fit to travel and fly. If you have a medical condition that requires carrying baggage that goes beyond the applicable allowance limit or any medical facilities on board a cruise ship then additional charges may apply. Please see Clause 16 of our Booking Conditions for further information and terms with respect to special assistance.
The ship has a dedicated smoking area on-board. You should be aware that when on shore many hotels, restaurants and other venues are designated non-smoking due to local or national legislation, and these restrictions are increasingly being extended to a general ban in all Public Places. If we are aware of any restrictions we will confirm this information upon request, but we must stress that we are unable to alert you of any changes that may be made after your booking is confirmed.
Licensing, Your Privacy and Contacting Us
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Membership and Licensing
Avalon Waterways is a Member of ABTA with membership number V3031, and licensed by the Civil Aviation Authority (ATOL number 1082). ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA 's Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or www.abta.com.
Data Protection & Your Privacy
We will need to use the details you give us to properly process your booking from the point of booking, during your holiday and beyond and for improving customer service. We will also need to keep your details in case we or our suppliers (such as airlines, accommodation providers and transport companies) and agents need to contact you in respect of your travel arrangements. The details we may need to store and use include the names and contact details of you and all parties to your booking, credit/debit or other payment and passport details and where applicable, details concerning any disability, medical conditions or dietary requirements (which might disclose your religious beliefs) which might affect the chosen holiday arrangements. We value your relationship with us and we strive to maintain an excellent level of customer service. Unless you ask us not to, in order to improve customer service across our business we will share your details with our Cosmos UK group companies (including Cosmos Tours & Cruises and Archers Tours Limited).
It may be necessary to transfer your details to a country or countries outside of the EEA, where the data protection and privacy rules are less stringent. We or our suppliers or agents may be required to pass your and your party’s details on to certain governments or government appointed bodies or agencies in the interest of security or because we are obliged to by law. For the purposes of protecting your security and safety, CCTV may be installed in the public areas on board all of our ships. We reserve the right to use images captured on CCTV where there is an incident or accident that we cannot be expected to ignore. Footage retained for evidential purposes will be retained securely and access will be restricted. Where footage is retained, we will ensure the reason for its retention is recorded, the use made of the footage and ensure its destruction once it is no longer needed. Please note that such footage may also be provided to law enforcement agencies for the purposes of detecting and preventing crime or where disclosure is otherwise required by law.
Please note that, in addition to us contacting you in relation to your travel arrangements, we may also contact you following your holiday with details of other holidays / tours provided by us that may be of interest to you. We may provide your contact details to our UK group of companies for this purpose, unless you inform us that you do not wish to receive such approaches in future.
For the purposes of the Data Protection Act 1998 (“DPA”), we are a Data Controller (as defined in the DPA). You are generally entitled to ask us about details of yours that we are holding, why we're holding or processing them and to whom we have disclosed or may disclose them to. To do this, please send a letter to the address listed in Clause 8 above. We promise to respond to your request within 40 days of receiving the request in writing along with any applicable fee. There are circumstances where we shall be within our rights to refuse such a request. If you believe that any of your personal information that is held or being processed by us is incorrect then please write to us immediately as we cannot be responsible for any problems that may arise due to inaccurate information that you have provided us with. If you would like further information then you may find the following websites useful: http://www.hmso.gov.uk or http://www.informationcommissioner.gov.uk
How to contact Us
Our Head Office address (for all enquiries) is: Avalon Waterways, 1st Floor, Wells House, 15 Elmfield Road, Bromley, Kent, BR1 1LT
Our registered business address is: 1st Floor, Wells House, 15 Elmfield Road, Bromley, Kent, BR1 1LT.
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The Avalon Waterways Booking Conditions spell out our obligations to you and your commitments to us when you book a holiday with us, and together with the information contained in the Holiday Information pages, and on our website, this forms the basis of our contract with you. You should therefore read and ensure you understand them (raising any queries you may have with us) before asking us to confirm your booking. These Booking Conditions are subject to change from time to time and the applicable terms will be confirmed to you at the time of booking. Alternatively, our most up-to-date Booking Conditions can be found on our website www.avaloncruises.co.uk which you should check prior to completing your booking. Where in these Booking Conditions we refer to "we", "us" and "our", this means Avalon Waterways Limited trading as Cosmos Tours Ltd. Avalon Waterways Limited is a subsidiary of Cosmos Coach Tours Limited and a part of an international group of travel companies. UK sister companies of Avalon Waterways include: Cosmos Tours & Cruises and Archers Tours . References to "you" and "your" means all persons (or any of them) named on the booking (including anyone who is added or substituted at a later stage). Except where otherwise expressly 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" means such holiday arrangements.
Our Commitment to You
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1. Your Reservation
Once you have booked and paid your deposit or full payment as applicable, we will reserve your holiday on the basis of these Booking Conditions. Your booking will be taken as confirmation that you have the authority to book as the lead name on behalf of all persons named on your booking and a binding contract between us will come into existence when we send our Confirmation/Invoice to you or your Travel Agent. Prior to doing so, we or your Travel Agent may send you an acknowledgement of your booking and you will also be provided with an ATOL certificate (where applicable) - see clause 18 "Financial Security" for more details. Any such acknowledgement or ATOL certificate simply confirms that we are dealing with your booking request and is not a confirmation of it. If you are booking a late/special offer holiday, any extra information and conditions that apply to the late/special offer holiday will also be part of your contract. If in doubt, you should check with us or your Travel Agent. Please note that we reserve the right to refuse a booking at our discretion without giving any reason for such refusal. In such circumstances, any deposit or other payment received by us will be returned to you and any ATOL certificate provided shall be cancelled. Please check that each name is exactly as stated in the relevant passport. Please also check that all information which appears on the Confirmation/ Invoice or elsewhere is correct and complete. If any information which appears on the Confirmation/Invoice or elsewhere appears to be incorrect or incomplete, please contact us or your Travel Agent immediately (and in any case within 10 days of receipt of Confirmation/ Invoice (within 5 days for flights)). This will greatly help us to make the changes you need. We will do our best to rectify any inaccuracies notified. However, if you delay in informing us of these, it may not be possible to correct them later. You will be responsible for any costs and expenses except where we made the mistake. We can only accept a booking if the lead passenger is a minimum of 18 years old on or before the date of departure - if under 18 at the time of booking, the written consent of a parent or guardian is required before the booking can be made.
2. Our Price Policy
Guide prices as per panels are accurate at the date published (November 2016) but we reserve the right to change prices from time to time. All of our holidays are based on live flight pricing, which can change, and are subject to individual requirements. We will always advise you of the correct holiday price before you choose to book with us. Prices found on our website may differ from those displayed in this brochure, and certain offers may not be available in the brochure. Accordingly, it is possible that when you book your holiday the actual price may have gone up or down from the advertised price. We reserve the right to correct errors at any time prior to the price being confirmed at the time of booking. Please note that in rare cases errors may occur when inputting prices into our reservations system or website. We regret that any contract entered into on the basis of an erroneous price will be void. In the unlikely event that such a situation arises you will be given the option to pay the correct price or cancel with a full refund. Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change after the balance of the holiday is paid in full. The price of your travel arrangements will be calculated using exchange rates quoted in the Financial Times Guide to World Currencies in relation to the following currencies: Thai Baht, Chinese Yuan, Cambodian Riel, Romania Leu, Czech Koruna, Peru Sol, Vietnamese Dong, Swiss Franc, Serbian Dinar, Hungarian Forint, Euro. Legislation allows us to pass on to you any surcharges when they exceed 2% of the full holiday cost. You will be charged the amount over and above that, plus an administration charge of £1 per person together with an amount to cover agents’ commission (if applicable). If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the options set out in clause 3 of these Booking Conditions. We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. Should the price go down by more than 2% of your holiday cost due to changes in transportation costs such as those listed above, of your holiday cost, any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Guide prices as per panels shown in this brochure are believed correct at the time of publication (August 2016). Prices found on our website may differ from those displayed in this brochure, and certain offers advertised on the website may not be available in the brochure. We reserve the right to change prices from time to time. Accordingly, it is possible that when you book your holiday the actual price may have gone up or down from the advertised price. If the price of your holiday has changed, the correct price will be confirmed before you book. We reserve the right to correct errors at any time prior to the price being confirmed at the time of booking. Please note that in rare cases errors may occur when inputting prices into our reservations system or website. We regret that any contract entered into on the basis of an erroneous price will be void. In the unlikely event that such a situation arises you will be given the option to pay the correct price or cancel with a full refund.
Changes 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 and exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change after the balance of the holiday is paid in full. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged the amount over and above that, plus an administration charge of £1 per person together with an amount to cover agents’ commission (if applicable). If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the options set out in clause 3 of these Booking Conditions. Should the price go down by more than 2% of your holiday cost due to changes in transportation costs such as those listed above, of your holiday cost, any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
3. If We change Your Holiday arrangements
Although it is unlikely, we may occasionally have to change your holiday arrangements as they are made well in advance, and we reserve the right to do so. For instance, your flight details may change or your accommodation may become unavailable. However, we promise that we will not make any significant changes (as described below) to your confirmed holiday arrangements less than 14 days before departure unless we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care (examples of which are contained in clause 7(c)). A significant change is a change made before departure, which we could reasonably expect to have a significant effect on your confirmed holiday. The following changes are examples of significant changes.
- • A change of your departure airport (except between any of Gatwick, Heathrow, Luton and Stansted).
- • A reduction in the number of nights of your holiday.
- • A change of resort area or your accommodation to a lower accommodation category for the full duration of your stay.
- • A change of your date of departure (please note that a flight which was scheduled to depart between 22.00 hours and 04.59 hours but which is changed to depart after midnight (or moved forward to depart before midnight) is not treated as a change of date).
- • A change from a day flight to a night flight if the time of your UK departure has changed by more than 4 hours. A night flight is one planned to depart from the UK between 22:00 hours and 04:59 hours.
- • A change in time of your scheduled departure or return flight by more than 12 hours (but not a flight delay)
- • An increase in the price of your holiday of more than 10% of the total holiday price excluding any insurance premiums and amendment charges.
We will work on the basis of the flight times shown on your original Confirmation/ Invoice in deciding whether there has been a significant change to your arrangements as set out above. If we have to make any significant changes we will tell you as soon as reasonably possible. If there is time to do so before departure you can then choose to:
• Accept the changed arrangements or take any reasonable alternative holiday we can offer you (if this is less expensive than your original holiday, we will refund the difference but if it is significantly more expensive we will ask you to pay the difference). If you decide not to take the alternative we specifically offer you, you may purchase any other available holiday from us at the applicable price and we will refund, or you will be required to pay, the difference in price with your original holiday (please note that these Booking Conditions will apply to any alternative holiday)
•Cancel the holiday
|Compensation Per Person
|No. of days notification
|Minimum Nil Compensation per person
If you wish to cancel your holiday or accept the reasonable alternative we offer you as a result of a significant change, you must tell us within the time mentioned when we notify you about the significant change or, if no time limit is mentioned, within 7 days of our notifying you. If you do not do so, we are entitled to assume that you wish to accept the changed arrangements. If you choose to accept the new arrangements or purchase another holiday from us, we will, where applicable, reduce the price of your holiday by the compensation shown in the table shown above. If you choose to cancel your holiday we will refund any money you have paid to us, as well as paying you compensation on the scale below (please note, we will only make one such reduction or payment per person).
A change of overseas airport, return UK airport, changes to aircraft type, changes to accommodation to another of the same or higher standard, change of carriers or outward/return flight time of less than 12 hours will not be significant changes. Please note that carriers, such as airlines used in the brochure, may be subject to change. Similarly, if after making your booking we are advised that an aircraft will stop en route, we will advise you as soon as possible but such a change shall not constitute a significant change. Where your airport is changed, we promise to transport you from your overseas accommodation to your alternative overseas airport and vice versa or from your UK airport of arrival to your UK departure airport. No compensation will be paid and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a significant change as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care (examples of which are contained in clause 7(c)). Please note: no compensation is payable for minor changes. A minor change is any change which we could not reasonably expect to have a significant effect on your confirmed holiday. Minor changes do not entitle you to cancel or change to another holiday without paying our normal charges (as set out in clause 15 ‘If You Cancel Your Booking’).
4. If We cancel your Holiday
We may occasionally have to cancel your holiday arrangements, which we reserve the right to do. However, we promise we will not cancel your holiday after the balance of payment is due unless you have failed to comply with any requirement of these Booking Conditions entitling us to cancel (such as paying on time) or where we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care (examples of which are contained in clause 7(c)). If we have to cancel, we will tell you as soon as possible. Except where you have failed to comply with any requirement of these Booking Conditions entitling us to cancel we will offer you the choice of:
• Taking the reasonable alternative holiday we offer you (if this is less expensive than your original holiday, we will refund the difference but if it is more expensive we may ask you to pay the difference). If you decide not to take the alternative we specifically offer you, you may purchase any other available holiday from us at the applicable price and we will refund, or you will be required to pay, the difference in price with your original holiday, or
• Receiving a prompt refund of all monies paid to us.
If you wish to purchase an alternative holiday, you must tell us within the time mentioned when we notify you of the cancellation or, if no time limit is mentioned, within 7 days of us notifying you. If you do not do so, we are entitled to assume that you require a refund. If you choose to accept the alternative holiday we offer you or purchase another holiday from us, we will reduce the price of your holiday by the compensation shown in clause 3 above unless we are forced to cancel your holiday due to unusual or unforeseeable circumstances, in which case no compensation will be payable. If you choose to cancel your holiday we will refund any money you have paid to us, as well as paying you compensation on the scale shown in clause 3 above unless we are forced to cancel your holiday due to unusual or unforeseeable circumstances, in which case no compensation will be payable (please note, we will only make one such reduction or payment per person).
Minimum Numbers: We regret that in certain circumstances we may only be able to operate certain holidays shown on our website or in our brochures if a sufficient number of people book them. If there is insufficient demand, we have the right to cancel the holiday in question. If we have to do so, we promise we will tell you no later than the date the balance of your holiday price is due. In this situation, you will then have the choice of the options shown in this clause. If possible, we will endeavour to offer you the same holiday departing on a different date. Where we cancel for lack of numbers in accordance with this paragraph, no compensation or other amounts (for example, the cost of any connected travel arrangements you have made independently) will be payable.
5. Your Flight/Train Journey
You will be informed of the airline(s)/train(s) operating your package holiday flight(s)/ train journeys at the time of booking. Timings planned are also given for your guidance but your actual flight/train/cruise timings will be those shown on your airline/train/cruise itinerary (or tickets) that you should check carefully as soon as you receive them. We may substitute alternative airlines/train and/or aircraft/trains/ships and/or airports/stations/ports of destination if necessary, in which case, subject to the note below on the Community List of banned carriers, you cannot transfer to another holiday or cancel without incurring normal cancellation charges (see clause 15 under 'If You Cancel Your Booking'). Any such change will be a minor one not entitling you to compensation, though we shall notify you of the identity of any substitute airline/train company as soon as possible and in all cases at check-in or at the boarding gate. Where we substitute the airline or aircraft we had originally intended to use in connection with your holiday, it may as a result not be possible to provide any in-flight catering which had been advertised. For the avoidance of any doubt, any such change will be a minor change not entitling you to compensation. Please note that some services are not refundable and therefore may not be liable to change or cancellation. If this is the case, you will be advised of this fact at the time of booking.
Note: EC Regulation No 2111/2005 requires the establishment of a Community list of carriers which are subject to an operating ban throughout the EU and publication of that list to passengers (see www.ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm).
In the event that the assigned airline or any substitute airline is or becomes listed on the Community list you may be entitled to reimbursement or re-routing if your flight is cancelled because it is subject to an operating ban. Further information can also be found on the CAA's website at www.caa.co.uk. River Cruises: Our liability to you will be the same as the Carrier of river cruises. References to the Carrier therefore includes references to us. Where carriage is performed on Inland waterways the liability of the Carrier to Passengers shall be determined in accordance with English law (the Merchant Shipping Act) and The Convention on Limitation of Liability for Maritime Claims 1996 (LLMC 96) as amended by SI 1998/1258, a copy of which will be provided by on request or can be found at (www.legislation.gov.uk/uksi/1998/1258/article/4/made). The limits for non-sea going passenger vessels is 175,000 SDR’s per passenger limit (approx. £ 159,992.69). Liability for property claims will be at least 1,000,000 SDR’s (approx. £914,243.92) under SI 1998/1258 (4)(b)(i)).
The Strasbourg Convention on the Limitation of Liability of Owners of Inland Navigation Vessels, referred to as the “Strasbourg Convention” with protocols and amendments, applies to vessels sailing on waterways located in the territory of a state party subject to (i) the “Revised Convention relating to the Navigation of the Rhine of 17 October 1868” and (ii) the “Convention of 27 October 1956 concerning the canalization of the Moselle” (Article 15(1) of the Strasbourg Convention: www.ivr.nl/downloads/forms/B2.pdf). If the Strasbourg Convention applies the limits for Passenger claims are 60,000 SDR’s (approx. £54,854.64) per passenger subject to a minimum of 6,000,000 SDR’s (approx. £ 5,485,463.52) . The Carrier’s liability for death, injury, illness, damage, delay or other loss to person or property of any kind suffered by Passengers shall, in the first instance, be governed by the Convention on Limitation of Liability for Maritime Claims 1996 as amended by SI 1998/1258 or where applicable the Strasbourg Convention. The Carrier’s liability therefore shall not exceed those limitations provided by the said LLMC 1996 and SI 1998/1258 or where applicable Strasbourg Convention or in any further revisions, protocols and/or amendments thereto as shall become applicable. Where the LLMC 1996 or If applicable Strasbourg Convention permits the Carrier to apply a deductible, the Carrier may apply that deductible. (The above reference approximate conversion rates are based on exchange rates as of. 24 May 2016 SDR’s are a monetary unit of the International Monetary Fund and current exchange rate can be found in major financial newspapers). These liability provisions apply to all Passengers and the relevant provisions of EU392/2009 shall apply to all cruises sold or where the cruise begins or ends in the EU even if the country in which the Cruise was purchased is not a signatory. In all other countries the provisions of the Athens Convention 1974 shall apply. This includes US Passengers whose cruise does not begin or end or call at any US port.
Flights: We wish we could guarantee to you that your flight will never be delayed, but unfortunately delays still occur. When a delay occurs, the airline may arrange for you to receive refreshments or meals in a reasonable relation to the waiting time. Unfortunately, it is not always possible for the airline to make welfare arrangements as being able to do so depends on factors such as the capacity of the airport concerned to cater for the number of passengers affected by delays, the anticipated length of any delay (it is often the case that a delayed aircraft will be ready to depart on very short notice so passengers need to be at the airport and the provision of catering may also risk extending the delay) and the timing of any delay. If your flight home to the UK is delayed, we will work with the airlines to provide assistance as appropriate to the length of the delay. Your rights to a refund and/or compensation are set out in clauses 3, 4 and 5 above.
Cruises: Under EU law (Regulation No 1177/2010) relating to the rights of passengers travelling by sea and inland waterways, where the cruise carrier reasonably expects the departure of your cruise to be delayed for more than 90 minutes beyond its scheduled departure time, passengers departing from port terminals may be offered free of charge snacks, meals or refreshments as are appropriate given the waiting time, provided they are available and can reasonably be supplied. If the delay in departure necessitates a stay of one or more nights or a stay additional to that intended by the passenger, where and when physically possible (subject to the Package Travel, Package Holidays and Package Tours Regulations 1992) passengers departing from port terminals may be offered free of charge adequate accommodation on board or ashore, and transport to and from the port terminal and place of accommodation. The maximum amount payable for accommodation ashore and transport to and from the port terminal shall be equivalent to 80 Euros per person per night for a maximum of 3 nights. No obligation shall arise to provide such accommodation ashore where the delay is caused by weather conditions endangering the safe operation of the ship.
7. Our Assurance on standards and Assumption of Liability
(a)Save for claims covered in paragraph 5 for river cruises and sea carriage which are dealt with by International conventions, Merchant Shipping legislation or EU Regulations, we promise to make sure that all parts of the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided by our suppliers 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 any failure by ourselves or our employees, agents, suppliers or sub-contractors (as applicable) to use reasonable skill and care in accordance with local standards in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that the required reasonable skill and care 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, suppliers and sub-contractors 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, suppliers and sub-contractors).
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:
- the act(s) and/or omission(s) of the person(s) affected/you or another member of your 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
- unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or
- an event which we or the supplier of services, even with all due care, could not foresee or forestall.
(c) Except where otherwise expressly stated in these Booking Conditions we regret we cannot accept liability or pay any compensation where the performance of our obligations under our contract is prevented or affected by or you otherwise suffer any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum, or claim of any description whatsoever as a result of ‘force majeure’. In these Booking Conditions, ‘force majeure’ means any event, which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events (actual or threatened) may include war, riot, civil strife, terrorist activity and its consequences, industrial dispute, epidemics, insolvency of airlines, natural or nuclear disaster, adverse weather conditions, fire, epidemics and pandemics, unavoidable technical problems with transport and all similar events outside our control.
(d) Except where otherwise expressly stated in these Booking Conditions, where any successful claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on or off the transport concerned) provided by any air, sea, rail, inland waterway or road carrier or any stay at an accommodation, the maximum amount of compensation paid to you will be limited. The maximum we will pay you for that claim or that part of a claim if we are found liable to you on any basis is the maximum which would be payable under the applicable International Convention or Regulation which applies to the travel arrangements in question (for example, but not limited to: the Warsaw Convention un-amended or as amended for international travel by air, the Montreal Convention for international travel by air and/or for carriers with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability No. 2027/97 as amended by EC Regulation No. 889/2002 for national and international travel by air, the Athens Convention for international travel by sea and/or EU Regulation 392/2009 on the liability of carriers of passengers by sea for international and national travel by sea, the Strasbourg Convention for inland waterways, the Berne Convention for travel by rail, and the Paris Convention in respect of the provision of accommodation) in that situation.
Please note: Where a carrier or accommodation supplier would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we are similarly not obliged to make a payment to you for that claim or part of the claim. You must give credit for all payments due or received from any carrier or accommodation supplier, which relate to the claim in question. Copies of the applicable International Conventions and Regulations are available from us on request
(e) As set out in these Booking Conditions, we limit the maximum we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/ or damage to any luggage or personal possessions (including money) the maximum amount we will pay you is £1,500 unless a lower limit applies to your claim under this clause or clause 7(d) above. Please note that personal luggage claims are based on the value of the goods at the time they are lost and not on a new-for-old basis or replacement-cost basis. Therefore a deduction is made for wear, tear and depreciation. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis, the maximum amount we will have to pay you is three times the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total for their holiday unless a lower limitation applies to your claim under clause 7(d). The actual amount payable will vary according to the nature and seriousness of the claim.
(f) You must notify us of any complaint or claim in accordance with clause 9 “If You Have a Complaint”. For all claims, any person(s) to whom we make any payment (and their parent or guardian if that person is under 18) must also assign to us or our insurers any rights they may have to pursue any third party in connection with the claim. You must provide us and our insurers with all assistance we or our insurers may reasonably require.
(g) We cannot accept any liability for any damage, loss, costs, expenses or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) any indirect or consequential loss, or loss relating to any employment and/or business transaction. Please also 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 accommodation supplier or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure or on our website and we have not agreed to arrange them. This also includes any excursion or activity you book or purchase in resort - please also see clause 7(i) ‘Excursions and Activities’. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out in clause 7(a) and we do not have any greater or different liability to you.
(h) If you have had the misfortune to suffer illness, personal injury or death through misadventure during your holiday arising out of an activity which does not form part of your contracted holiday arrangements with us we will, in our reasonable discretion, offer to help where possible and appropriate in our reasonable discretion, by for example:
1) providing our general assistance;
2) paying your initial legal costs where you take legal action against the third party responsible for the injury, illness or death as a result (as long as we have agreed to pay them before you incur those costs and you have asked for our help within 28 days of the accident). All assistance (financial or otherwise) is subject to a maximum total cost to us of £1,000 per booking. We will not provide help with legal costs if you have a Legal Expenses Section in your Holiday Insurance Policy or any other insurance policy on which you are entitled to rely. Also, if you successfully claim for these costs against a third party, we will require you to reimburse us for any costs we have paid for or to you up to the maximum amount of the costs you actually receive or are entitled to receive. Requests for our assistance under this section should be sent direct to the Customer Services Manager, Avalon Waterways, First Floor, Wells House, 15 Elmfield Road, Bromley, Kent BR1 1LT.
All assistance (financial or otherwise) is subject to a maximum total cost to us of £1,000 per booking. We will not provide help with legal costs if you have a Legal Expenses Section in your Holiday Insurance Policy or any other insurance policy on which you are entitled to rely. Also, if you successfully claim for these costs against a third party, we will require you to reimburse us for any costs we have paid for or to you up to the maximum amount of the costs you actually receive or are entitled to receive. Requests for our assistance under this section should be sent direct to the Customer Services Manager, Avalon Waterways, 1st Floor, Wells House, 15 Elmfield Road, Bromley, Kent, BR1 1LT. If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance in resort as is reasonable in the circumstances. When you receive your itinerary, you will be provided with contact details of our local representative who you should contact if you require any assistance whilst in resort. Should you not be able to contact the local representative, you should contact us through our UK 24/7 assistance helpline, on 020 8315 4510.
(i) Excursions and activities. We may provide you with information (on our website, in our brochure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting but which you cannot book with us in the UK, and which are therefore not purchased as a component part of your package holiday (as defined under the Package Travel, Package Holidays and Package Tours Regulations 1992). We have no involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. Where we or any of our local representatives make or take any booking for or from you in respect of any activity or excursion, we do so solely as booking agent for the organiser or operator of the activity or excursion. This is the case regardless of whether the activity or excursion is advertised or mentioned in our brochure, on our website, in resort, or elsewhere. Your contract for any such activity or excursion will be with the organiser or operator of that activity or excursion, and subject to their terms and conditions, and to local law and jurisdiction.
(i) Except as set out below, we cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 7(a) of our Booking Conditions or our Booking Conditions generally will not apply to them. We have no liability for any such activity or excursion or for any act(s) or omission(s) of the organiser or operator or for any of its/their employees or agents or any other person(s) connected with the activity or excursion. We do not, however, exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. If we are found liable in any respect for any such activity or excursion (for example in our capacity as booking agent), that liability is limited to the cost of the particular activity or excursion concerned. In the event of any such liability arising on any basis, we are also entitled to rely on clauses 7(b), (c), (d), (e) (in relation to luggage and personal possessions) and (g). Any claim must also be notified in accordance with clause 9.
We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the resort/area you are visiting generally, or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If we become aware of any material alterations to resort/area information and/or such excursions and activities which can reasonably be expected to affect your decision to book a holiday with us, we will try to pass on this information at the time of booking.
Please note: we only act as booking agent where our local representatives have been formally authorised by us to sell or book the activity or excursion in question. Our local representatives are instructed not to sell or book any activity, excursion or other service which they have not been formally authorised to sell or book. We do not act as booking agent and have no other connection with or responsibility or liability for any activity or excursion where this is not the case. Any advice or assistance on or with any activity or excursion provided by any local representative does not mean or imply that the activity or excursion is sold by the local representative or ourselves or that any such advice or assistance is given on our behalf.
8. Our Complaints Procedure
Please also see clause 9 ‘If you have a complaint’ below which sets out the steps you must take in the event of your having reason to complain or make a claim. We are a member of ABTA, membership number V3031. Disputes arising out of, or in connection with this contract which cannot be amicably settled, may be referred to arbitration if you so wish under a special scheme arranged by ABTA. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). This scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking. In addition, it does not generally apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,500 per person on the amount the arbitrator can award in respect of this element. The request for arbitration must be received by ABTA within 18 months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, although the ABTA Code of Conduct does not require such agreement. You can also access the European Commissions online Dispute Resolution (ODR) platform at www.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.
Special Note: We both agree that any dispute, claim or other matter of any description (and whether involving personal injury or not) which arises out of or in connection with your contract or holiday must be dealt with under the ABTA Arbitration Scheme or brought in the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case any proceedings must be brought in either the Courts of your own country or those of England and Wales). We both also agree that English law (and no other) will apply to your contract (unless proceedings are brought in Scotland or Northern Ireland, in which case Scottish or Northern Irish law, as applicable, will apply instead). If this provision is not acceptable to you, you must tell us before booking your holiday.
9. If You Have a Complaint
Please also see clause 8 ‘Our Complaints Procedure’. This sets out how any unresolved claim or disputed matter (or other matter between us) may be dealt with if you or we wish to pursue it. Please in particular see the Special Note to clause 8. We do our best to give you an enjoyable, trouble-free holiday, but occasionally even the best laid plans can go wrong. If you have a problem or complaint you must tell the Supplier, or local Agent or representative as soon as possible so that it can be sorted out on the spot. If your complaint cannot be resolved there and then, you must complete a Report Form on tour or in the resort. You’ll be given a copy of this to keep. You must also tell the supplier you are complaining about. If you remain dissatisfied you or your Travel Agent must then write to us at Customer Services Department, Avalon Waterways Ltd, First Floor, Wells House, 15 Elmfield Road, Bromley, Kent BR1 1LT with full details, giving your holiday reference number and daytime and evening telephone numbers. We will do our best to help you but our ability to do so will be hindered if you do not first report the complaint in resort. It is difficult and sometimes impossible to carry out a proper investigation of a complaint if we are not told about it reasonably quickly. Consequently, any compensation you may claim could be reduced or lost if you delay. If the problem or complaint concerns the negligence of any of our suppliers, sub- contractors or agents (as opposed to any negligence on our part or the part of any of our employees acting within the course of their employment), it is particularly important to follow this procedure. We strongly recommend that:
(1) any written complaint or claim that does not involve death, personal injury or illness be made to us within 28 days* of your return to the UK;
(2) any written complaint or claim that does involve death, personal injury or illness he made to us within 3 months of your return to the UK.
* If your complaint relates to an alleged infringement of EU Regulation 1177/2010 (concerning the rights of passengers travelling by sea and inland waterways), complaints must be made to the cruise carrier or to us in writing within 2 months from the date on which the service was performed. Within one month, we or the cruise carrier (as applicable) shall respond to you, confirming that your complaint has been substantiated or rejected or is still being considered. However, the time taken to provide the final reply shall be no longer than 2 months from the receipt of the complaint. If you are still not satisfied, you may refer the matter to the CLIA UK & Ireland (www.cruiseexperts.org/www.the-psa.co.uk) to investigate the complaint.
10. Conditions of Carriage
Travel by sea, air, land or rail is subject to the Conditions of Carriage of the company providing your transport and will apply to your journey. These Conditions of Carriage are contractually incorporated into these terms and conditions and are available on request or on our website. The conditions of Carriage may limit and, in some areas, exclude the carrier’s liability to you, usually in accordance with applicable International Conventions (see clause 7(d)). Copies of these Conditions can be provided by your Travel Agent or ourselves (if you book direct) or the carrier itself on request. Our liability will never exceed that of the carrier.
Our Avalon personal return chauffeur service is offered on the basis of one car per booking of up to 3 passengers, operating to/from your departure airport/Eurostar station, from one home address in Mainland UK only. For larger groups, vehicles appropriate to the party size will be provided.
11. Brochure, Website and other Information
All information contained on our website or in our brochures, or which is otherwise produced or published by us is based on information available at the time of publication. If any part of these Booking Conditions is found to be unfair or unreasonable, the remaining terms will still be valid. Whilst every effort is made to ensure the accuracy of this brochure, our prices and other information at the time of publication, regrettably errors do occasionally occur. We reserve the right to correct errors prior to confirming your booking. You must ensure you check all details of your chosen holiday (including the price) with us at the time of booking.
Your Commitment to Us
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12. Deposits & Special Requests
You must pay a deposit of £300 per person (Europe bookings) / £500 per person (Asia & South America bookings) at the time of booking (inclusive of a £2.50 ATOL contribution) plus all appropriate insurance premiums if applicable. If booking within 90 days of your departure, you must pay the full cost of your holiday when you book. For insurance requirements - see clause 15. If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise us or your Travel Agent of your request at the time of booking and make sure that we are given as much detail as possible. If your special request is vital to your holiday, it must be specifically agreed in writing with us before you book your holiday. General confirmation that a special request has been noted or passed on to the supplier, or the inclusion of a special request on your Confirmation/Invoice or on the acknowledgement of your booking 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. If any additional cost is applicable, it will either be invoiced to you prior to your departure or should be paid for locally. Please note, for any payment made by credit card there will be a processing charge which will be notified to you prior to confirming your booking. Any charges will not exceed the amounts charged by the credit card companies. No charges will be incurred for payments made by debit card.
13. Paying for the Balance of Your Holiday
Our Confirmation/Invoice will show the total price you must pay for your holiday. If any additional charge for any additional services becomes payable which is not included in our promise not to surcharge e.g. costs relating to special requests made by you (see clause 2), a revised Confirmation/Invoice will be sent to you showing that charge. We must receive the full cost of your holiday (less any deposit(s) which you have already paid) no later than 90* days before departure or within 7 days of the Confirmation/Invoice date, whichever is later. If you book through a Travel Agent you should make sure that you pay them in enough time to allow the money to reach us by this deadline. If you decide to select the option to pay in full at the time of booking, you may do so, but this will not change any of the conditions which form part of this contract. If you book within 90 days of your departure, you must pay the full cost of your holiday when you book. If for any reason the full cost of your holiday is not received by us or your Travel Agent on time, we or your Travel Agent will write and tell you that the payment is overdue. If it is still not received by us or your Travel Agent within 7 days of the written reminder being sent out, we will be entitled to treat your booking as cancelled by you and keep your deposit. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 15 in the event of subsequent cancellation, depending on the date we reasonably treat your booking as cancelled. Where we are selling a flight-inclusive package holiday, all money you pay to a Travel Agent (always including any accredited body member) for that holiday will be held by the Travel Agent on behalf and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the Travel Agent’s obligation to pay the money to us for so long as we do not fail. In the event of our failure, any money held at the time by the Travel Agent, or subsequently accepted from you by the Travel Agent, is and continues to be held by that Travel Agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. Where we are selling a package holiday that does not include a flight, all money you pay to a Travel Agent for your holiday with us will be held by the Agent on our behalf until it is paid to us. Please note this does not apply to any money paid to the Travel Agent for any services not provided by us (for example Travel Agent’s administration fee or service charge or car parking). Please note, for any payment made by credit card there will be a processing charge which will be notified to you prior to confirming your booking. Any charges will not exceed the amounts charged by the credit card companies. No charges will be incurred for payments made by debit card.
*The ‘balance due date’ is subject to change and may vary, but it will be confirmed to you at the time of booking.
14. If you change Your Booking
Should you wish to make a change to your existing holiday booking we will do our utmost to make this change but it may not always be possible. We will charge an amendment fee of a minimum of £35 per person for any such change we can and do make, and you will also be charged for any and all further costs we incur in making this change. Such changes include name and date changes. In addition, to the extent that such charges are beyond our control, you must also pay any further charges imposed by our suppliers (including but not limited to transport or accommodation providers) for any changes whatsoever, where applicable. Changing from one holiday, tour or cruise to a different holiday, tour or cruise will not be treated as a change but as a cancellation (see clause 15) and a new booking will need to be made. Please note that it may not be possible to make changes to your booking within 8 weeks (non-cruise holidays) / 10 weeks (holidays with a cruise) of departure, but where we are able to do so this will be treated as a cancellation and re-booking by you, and therefore a cancellation charge as set out in the table in clause 15 below shall apply. Where the price of your holiday depends on the number of people booked into the accommodation and someone in your party cancels, the price will be recalculated on the basis of the new number of people going. We will then send you a new Confirmation/Invoice. Any increase in what you have to pay as a result of this change will not be covered by your travel insurance policy as it is not a cancellation charge. Also, you may not change from any holiday featured in any other brochure or on any of our websites to one of our Late Availability, or any other Special Offer holidays.
15. If You cancel Your Booking
If you wish to cancel all or part of your booking, the person who made the booking must write to us at Avalon Waterways Holidays Reservations, First Floor, Wells House, 15 Elmfield Road, Bromley, Kent BR1 1LT or email us at email@example.com. If some or all of your party cancel their holiday we are entitled to treat your booking as cancelled in accordance with these Booking Conditions, and we will levy a cancellation charge on the scale shown in the table below. These charges are based on the estimated cost of cancelling your holiday and the expenses and losses we are likely to suffer if we cannot resell the holiday. These cancellation charges apply to all bookings, except for items or services that are non-refundable. Such services are a scheduled service flight and/or a low cost carrier flight where the cancellation fee will solely depend on the amount we are able to obtain back from the air carrier for your ticket (if any) and therefore the cancellation fees as set out in the table below may be higher. If the reason for your cancellation falls within your insurance cover, you may be able to claim a refund of your cancellation charges from the insurance company less any applicable excess.
|No. of days before
your departure we receive
your written cancellation or
we cancel as mentioned above
|Amount you must pay
|More than 90 days
||50% of holiday cost* or the deposit if more
||70% of holiday cost* or the deposit if more
||80% of holiday cost* or the deposit if more
||90% of holiday cost* or the deposit if more
|Within 7 days of departure or after
||100% of holiday cost*
*"Holiday cost" does not include insurance premiums and any handling/amendment fee or other costs paid if you changed your booking. These premiums and/or charges are not refundable in the event of your cancellation. Please also see clause 14 above.
If you are travelling on a scheduled service flight and/or low cost carrier flight the cancellation fee will solely depend on the amount we are able to obtain back from the air carrier for your ticket (if any) and therefore the cancellation fees as set out in the table above may be higher. If the reason for your cancellation falls within your insurance cover, you should be able to claim a refund of your cancellation charges from the insurance company less any applicable excess.
If you are travelling on a scheduled service flight and/or low cost carrier flight the cancellation fee will solely depend on the amount we are able to obtain back from the air carrier for your ticket (if any) and therefore the cancellation fees as set out in the table above may be higher. If you or anyone going on holiday with you is unable to go for any reason or decides that he/she does not want to take the holiday, you may transfer the booking to someone else deemed acceptable to us, providing you meet the following additional requirements:
(a) You must write to us with full details of who cannot or does not want to go on holiday and who you would like to go instead. We must receive this information at least 14 days before the start of the holiday.
(b) Everyone who goes on holiday in place of anyone who was originally due to travel must agree to these Booking Conditions and any other requirements which apply to the holiday before the change can be finalised. If the full cost of the holiday should already have been paid when the change is requested but has not been, this must also be paid before the change can be finalised.
(c) Please note, scheduled airlines often do not allow any name changes within a certain time of the start of the holiday and generally not at all after flight tickets have been issued. If you want or need to make a name change when an airline will not allow it, you will have to cancel the original flight (which means you will lose all the money you have paid for that flight) and pay the full cost of another flight (which may not be the original flight or at the same cost as the original flight as the airline is entitled to offer the cancelled flight to anyone on a waiting list for it). This is the airline’s decision and we have no control over it.
If you or anyone going on holiday with you is unable to go for any reason or decides that he/she does not want to take the holiday, you may transfer the booking to someone else deemed acceptable by us providing you meet the following requirements:
16. Your Holiday Insurance
Adequate and appropriate travel insurance is essential for your protection and it should be taken out immediately after you have booked your holiday. Each member of your party must have either the holiday insurance policy we offer details are available on our website, or another policy giving at least equal cover. It is your responsibility to ensure that the insurance cover you purchase is adequate and appropriate for the particular needs of you and your party but it should at a minimum cover the cost of cancellation of your travel arrangements by you, and assistance (including medical costs and repatriation) in the event of accident or illness overseas, as well as compensating you for permanent injury, death, delays or loss of baggage and personal possessions. We do not check alternative insurance policies. Please read your policy details carefully and take them with you on holiday.
17. Your Responsibilities
You must ensure that you and your party have valid acceptable passports, provided any Advance Passenger Information (API) data and secured any appropriate visas required for your holiday (including your journey to and from your holiday destination) - see information on API and Passports & Visas in the Holiday Information section for more details. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country due to failure on your part to carry or submit correct documentation or data. Many of the airlines that provide the flight element of the arrangements we sell impose fines and costs on us if any passengers who have booked with us do not have the necessary travel or other documents for the countries they are visiting or passing through, even where this occurs through no fault of ours. In this situation we have no choice but to pass on to you all fines, costs, surcharges, other financial penalty and other sums of any description which are imposed on or incurred by us. You will be responsible for reimbursing us accordingly in full.
• You should check what vaccinations and other health precautions are required or are advisable for your chosen destination and journey with your doctor in good time before departure (see also the information on Holiday Healthcare and Safety in the Holiday Information section for more details).
• Airline regulations state that women 28 weeks or more into pregnancy at the time of return travel must have written confirmation from a doctor that they are fit to travel when checking in for their outward flight. Normally, permission to travel is refused after 32 weeks. We can only accept your booking upon the clear understanding that we cannot be liable if any airline refuses to accept you or any member of your party as a passenger for this reason.
• You must be responsible for the behaviour of yourself and your party. We can refuse to accept you as a customer or refuse to continue dealing with you by terminating your holiday arrangements if your behaviour is or is likely to be, in our reasonable opinion, or in the reasonable opinion of any airline pilot, accommodation supplier or other person in authority, disruptive, upsetting or dangerous to yourself or anyone else or if you have caused or are likely to cause damage to property. We will not pay any refund, compensation or other sum whatsoever or any costs or expenses incurred by you if we have to terminate the holiday arrangements due to your unacceptable behaviour. In this situation we will then have no further responsibility for you (including any return travel arrangements). If your unacceptable behaviour means you’re not allowed to board your outward flight we will treat your booking as cancelled from that moment and you will be required to pay any unpaid balance of the holiday, without deduction for the unused part of it. If your holiday has been paid for in full, you will receive no refund for the unused part of it. You will be responsible for fully paying all damages occasioned by your behaviour.
• Prior to booking, you must tell us if you or any member of your party is unwell, infirm, disabled or has reduced mobility, including full details of any requirements relating to this. Where we consider it strictly necessary, we may require that a disabled person or person with reduced mobility be accompanied by another person, as a fare paying passenger, who is capable of providing the assistance required. This may vary from vessel to vessel. Prior to booking, you must provide details of any medical equipment you intend to bring on board so that we/the cruise carrier can determine whether such equipment can be carried safely. You must also ensure that you can operate the equipment; that the equipment would be safe to use on board (please check with the manufacturer/supplier); and that it is in good working order (arranging for enough equipment/supplies to last the journey). It will also be your responsibility to arrange delivery to the docks of all medical equipment. Portable oxygen tanks and oxygen concentrators may be used on board, provided that we are notified in writing at least 30 days prior to sailing and we have obtained the carrier’s consent in writing. Liquid oxygen is not permitted on board. There are airline restrictions to the amount and size of medical equipment that they will carry. If you require a disabled cabin the cruise ships normally have a limited number which are available on a “first come first serve” basis. River cruise ships may not have disabled cabins. Please check at the time of booking..
• Pets and other animals are not allowed on board the ship. The carrier must agree at the time of booking or prior to embarkation, in writing, that you or anyone travelling with you can bring a recognised service dog on board. Prior notification is required in order to determine whether Avalon can accommodate the service dog. If you or anyone travelling with you has not provided this information, Avalon cannot guarantee that the assistance dog will be carried. There may be national certificate requirements. It is the Passenger’s responsibility to check the requirements at each port to include embarkation, disembarkation as well the various ports of call. The service dog must provide a physical service to the passenger to qualify as an assistance dog. River cruise ship structure and itinerary may be unsuitable for passengers who need assistance dogs.
• If, in Avalon’s reasonable opinion, your chosen holiday is not suitable for your condition or disability or you are not travelling with someone who can provide all assistance you may reasonably require, we have the right to refuse to accept the booking, taking into consideration the design of the ship or port infrastructure and equipment and whether embarkation, disembarkation or carriage may be undertaken in a safe or operationally feasible manner. If you do not give us full details of your medical problem or disability at the time of booking, we can also cancel the booking when we find out the full details if in our reasonable opinion the holiday is not suitable or you are not travelling with someone who can provide all assistance reasonably required. If we cancel in this situation, cancellation charges as set out in clause 15 must be paid by the person concerned, and we will have no liability for any other costs or expenses you incur as a result.
• Passengers with reduced mobility and other disabilities which impact on their mobility and independence should take note that not all ports of call are accessible and the situation may change depending on the time of year, weather conditions and port traffic.
• In the unlikely event of an emergency, all passengers must be fully mobile and able to exit the ship safely. If passengers are unable to meet the minimum safety requirements, even when provided with appropriate auxiliary aids and/or services, we may find it necessary to ask the passenger to make alternative travel arrangements. A risk assessment will be carried out at the time of booking. It is important that you provide as much information as possible.
• Please note that River Cruises do not have doctors on board. If you have any medical condition which may need emergency treatment then you must disclose this at the time of booking and a risk assessment will be undertaken. You may be asked to provide medical evidence to ensure you can be safely carried. This will be dependent in each case on the extent of illness, mobility, the itinerary, length of cruise and the structure of the ship. Failure to notify at the time of booking can result in carriage being denied if reasonable arrangements cannot be made on the date of embarkation to carry you safely. In those circumstances there will be 100% cancellation charges.
18. Financial Security
We provide full financial protection for our package holidays. When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive a confirmation invoice and an ATOL certificate from us confirming your arrangements and your protection under our Air Travel Organiser’s Licence number (1082). The ATOL certificate lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. 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. For further information, visit the ATOL website at www.atol.org.uk.
We, or the suppliers identified on your ATOL certificate, will provide you with the services listed on the ATOL certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
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.
Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA's assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only, this protection doesn't apply.
When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA. For further information please see www.abta.com.
19. Data Protection
Brochure and Website Accuracy
We will provide the facilities and services advertised in this brochure and on our website, if we or our suppliers withdraw those facilities or limit them for any reason, we will use our best efforts to tell you as soon as possible and where appropriate pay you compensation. We will not pay you any compensation for events which are outside of our, or our suppliers’ control. The information in this brochure is checked and known to be accurate on the date the brochure went to print: August 2016. However, as this may be many months before your holiday and despite careful checks, errors or changes may occur after the date of publication. If we are made aware of such errors, or changes, we will use our best efforts to inform you of them at the time of booking. To ensure that you have up-to-date information, please check our website www.avaloncruises.co.uk
In rare cases errors may occur when putting together the brochure or when inputting prices into our reservations system or website. We regret that any contract entered into on the basis of an inputting/systems error or erroneous price will be void. In the unlikely even that such a situation arises you will be given the option to either pay the correct price or cancel with a full refund.