Amro Holidays

Section A Booking Conditions Applicable Solely To Packages

• 1 Contract:

  The contract is between Amro Holidays Ltd, registered in England and Wales No: 4365665 and the Lead Named Person as shown on the Confirmation & Invoice. Note that the following booking conditions do not affect your statutory rights. The contract will not exist between until we issue a confirmation invoice even though we may have taken and issued a receipt for payment.

• 2 Our obligations to you:

  • 2.1 Receipt:

    We accept your booking and deposit payment information on the basis that you wish to purchase the holiday and that upon giving us this information, you are agreeing to purchase the holiday under the Terms of this Contract. We may not process your payment for sometime or may encounter failure to collect the payment based upon the information given, but this does not relieve you of liabilities under this Contract to make the payments.

  • 2.2 Confirmation:

    We will reserve your flight seats, car hire and accommodation, etc. We will then issue either by post or email to the Lead Named Person, our Confirmation & Invoice to confirm your holiday arrangements. The Confirmation & Invoice will also show the total Holiday Price, the Deposit paid, Final Balance and Due Date, if any, by which payment must be received in our office.

  • 2.3 Holiday Price:

    The Holiday Price shown on your Confirmation & Invoice is fixed unless you amend your booking in any way or there are changes to Government imposed taxes or charges prior to completion of your holiday. The prices shown on our website may change at any time.

  • 2.4 Changes to your holiday arrangements

    As we make all of your holiday arrangements on request, it is extremely unlikely that any changes whatsoever will be made to your reservation, but any that do occur are likely to be minor. We will do our best to notify you of any changes as soon as we are aware of them either by email immediately, prior to your departure or to your local accommodation when on holiday. Any changes, which are due to weather or aircraft operational arrangements, are considered as minor changes.

    A major change is defined as:

    a) A change in departure airport except between London Gatwick and London Heathrow.
    b) A change in departure time of more then 12 hours.
    b) A change in departure time of more then 12 hours.
    c) A change in your destination resort.
    d) A change in your destination accommodation.

    In the unlikely event that a major change should occur, it is our policy to offer you an alternative, but you are under no obligation to accept it. Once notified of a major change, if you have not yet departed, you will be given the opportunity either to cancel the holiday and receive a full refund of all monies paid but no compensation. If you wish to cancel the holiday, you must do so within 48 hours of our notification or we will assume you wish to accept the change. We will then pay you compensation in accordance with the table 1 below

    If you are already on holiday, you may accept our change and receive no compensation. If you do not wish to accept our alternative, we will refund the appropriate cost saving together with compensation from the table 1:

    Table 1 - Compensation table

    Days before departure	56 days or more	55-29 days	28-15 days	less than 15 days	whilst on holiday
    Compensation amount	Nil	£20	£40	£50	£50

    We are unable to make any payment if changes are made as a result of force majeure. This includes but is not limited to acts of God, acts or threat of war; government action, strike, civil unrest, fire, failure of public utilities, medical emergency, natural, including weather threat or disaster, nuclear threat or disaster, terrorist threat or action, or airport closure.

    Force majeure also includes any recommendation by the Foreign & Commonwealth Office Travel Advice Unit. You are advised to check this information on BBC2 - Ceefax p470 or on the Internet at www.fco.gov.uk.

  • 2.5 Cancellation by us:

    We will not cancel your holiday unless you have failed to make payment by the due date shown on your Confirmation & Invoice or through force majeure as defined above. In the case of force majeure we will offer you the choice of accepting an alternative holiday or receiving a full refund of all monies paid except insurance premiums.

  • 2.6 Our liabilities to you

    Amro Holidays Ltd. accepts liability for acts and/or omissions of our employees, agents and suppliers while acting in the course of their employment with us. We accept responsibility for deficiencies in the services we are contracted to supply except in the case of force majeure as defined above. Our liability will be limited to twice the cost of your holiday.

    We are not responsible for the death, injury or illness of anyone booked with us unless when caused by negligent acts or omissions of our employees or agents acting within employment with us. We will, however, offer assistance to anyone booked with us who suffers injury or illness arising from activities outside the scope of their holiday arrangements. This will be limited to £5000 per booking and in the event that a successful claim is made against any insurance, will be recoverable from you.

• 3 Your obligations

  • 3.1 Contract

    Your holiday is confirmed when we issue your Holiday Confirmation & Invoice by email or post. Please advise us if you have not received this within 7 days of making a booking. On receipt of your Confirmation & Invoice, please check it carefully, particularly with regard to spelling of names which must agree with that in your passport, as any errors can only be rectified within 3 days.

  • 3.2 Amendments to your holiday booking:

    We will consider any requests from the Lead Named person to change your holiday arrangements and will use our best efforts to assist you. We may need to make a charge for this and will advise you prior to accepting your instructions. In some circumstance, it may be necessary to treat the change as a cancellation. Please note that if the number of passengers on your reservation changes, we will recalculate your holiday price to reflect the new occupancy levels. We can only accept changes that are notified in writing by fax or by post.

  • 3.3 Cancellation by you:

    If you wish to cancel your holiday, the Lead Named person must advise us in writing by fax or by post. Cancellation Charges will apply at the percentage of the Holiday Price for the Notice Date when received in writing in our office, as shown in Table 2:

    If you are already on holiday, you may accept our change and receive no compensation. If you do not wish to accept our alternative, we will refund the appropriate cost saving together with compensation from the table 1:

    Table 2 - Cancellation Charges

    Notice:	77 days or more	43 to 76 days	31 to 42 days	30 days or less
    Charges:	Deposit only	30%	60%	100%

    Please note that these are the maximum charges we will apply and that in some cases we can recover monies paid in advance to suppliers that will reduce these figures.

    Under some circumstances you maybe able to recover cancellation fees under the terms of your holiday insurance policy.

  • 3.4 Changes to your holiday arrangements after departure:

    If you decide to change your holiday arrangements whilst overseas you will be breaking this contract. All remaining accommodation will automatically be cancelled and we shall be unable to accept any liability for any loss, damage or other claim resulting from your holiday.

  • 3.5 Re-confirmation:

    We will re-confirm your outward flight seats, car hire arrangements and first accommodation prior to your departure. You must re-confirm your further accommodation to advise of estimated arrival time 1- 2 days in advance to the telephone number shown on your itinerary and also timings of further flights. We can accept no responsibility for the failure of any arrangements we make if this re-confirmation procedure is not followed.

  • 3.6 Airline Check-In times:

    You must present your self for check-in at the Airlines Check-In desk at least 2 hours prior to the scheduled departure of your aircraft

Section B Booking Conditions Applicable Solely To Single Components

• 1 Price Changes

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

• 2 Transfer of Bookings

  Transfer of any type of booking is subject to the supplier's own terms and conditions and the applicable amendment or cancellation charges.

• 3 Cancellation/Amendment

  Please check your booking arrangements carefully to ensure that your flight timings and/or date of travel/accommodation check-in coincide with the dates of any other components you have booked. We will not be liable for any costs incurred as a result of your failure to do so

  Bookings for Single Components may be amended or cancelled in accordance with the relevant supplier's terms and conditions and subject to the supplier's amendment and cancellation charges. Amro Holidays will levy a £50 per booking administration fee for all cancellation/amendments.

  All requests for cancellation/amendments must be made in writing by fax or by post by the Lead Named person.

• 4 Our Liability to You

  We act solely as a booking agent for the relevant supplier, and as such, have no liability whatsoever to you for any death, personal injury or loss of whatever nature you may suffer unless caused by our own negligence.

Section C Booking Conditions Applicable Solely To Flights

• 1 Price Changes

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

• 2 Transfer of Bookings

  Transfer of any type of booking is subject to the supplier's own terms and conditions and the applicable amendment or cancellation charges.

• 3 Cancellation/Amendment

  Bookings for Flights may be amended or cancelled in accordance with the relevant supplier's terms and conditions and subject to the supplier's amendment and cancellation charges. Please note that scheduled airlines do not allow changes and full cancellation charges may apply. Amro Holidays will levy a £50 per booking administration fee for all cancellation/amendments.

  All requests for cancellation/amendments must be made in writing by fax or by post by the Lead Named person.

• 4 Flight and Other Travel Timings

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

• 5 Flight Reconfirmation

  It is your responsibility to ensure that you reconfirm the departure date and times of all your flights at least 72 hours prior to departure. This is particularly important in respect of subsequent journeys after you have left the UK. Please refer to your invoice for airline contact details.

• 6 Airline Check-In times

  You must present your self for check-in at the Airlines Check-In desk at least 2 hours prior to the scheduled departure of your aircraft

• 7 Our Liability to You

  Our responsibility is to make arrangements for the provision by the air carrier of air transport but we do not have any responsibility for the operation of the air transport itself. Our liability to you is restricted only to events arising from our own negligence.

• 8 Denied Boarding

  Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier's actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, you must, at the time of payment of any compensation to you , make a complete assignment to us of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.

Section D Booking Conditions Applicable To All Bookings

• 1 Payment

  Normally payment is taken at the time of booking your arrangement. However in some circumstances, we can accept a deposit with a Final Balance due as shown on your Confirmation & Invoice. This Due Date will normally be 10 weeks prior to departure. If the Confirmation & Invoice is issued less than 10 weeks before departure, the Final Balance is due immediately.

  Failure to ensure that we receive cleared payment on the Due Date will result in your holiday being cancelled. The Final Balance may be paid by:

  Cheque to payable to Amro Holidays Ltd and sent to Matthew House, 20 Nursery Hill, HITCHIN Herts SG4 9GD

  By calling our Reservations Help-line and using a debit card – Delta or Maestro or Visa or Mastercard credit card. Amex cards are also acceptable.

  Credit card payments attract a 2% surcharge.

  To allow time for payments to clear, please allow 14 days after posting for cheque payments and 5 days after making a card transaction

• 2 Contact Address:

  Please note that we shall address all correspondence and deliver travel documents to the Lead Named person on the Confirmation & Invoice who is responsible for all payments and ensuring that others named on the Confirmation & Invoice accept these conditions also. Amro Holidays Ltd. will not make any cancellation or amendments or enter into correspondence regarding the reservation with any other party other than the Lead Named Person.

  We cannot accept any responsibility for any matters arising from a failure to advise us of changes in postal address or email address.

• 3 Passports & Visas

  It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. Airlines will not permit passengers to travel who do not have proper documentation and comply with all regulations. All passengers must be carrying a valid passport in the same name as their airline ticket. Please contact us if you are in any doubt about your ability to comply with the immigration requirements of the countries you will be visiting.

  For the United States of America, those with a UK 10 year passport, in good health and with rights of abode in the United Kingdom, and who can comply with the USA Immigration requirements can use the Visa Waiver scheme and generally need not apply for a Visa. All others should check with their own Embassy or the American Embassy on general Visa requirements since these are changing all the time.

• 4 Insurance

  It is a condition of our contract with you that you have suitable insurance cover for the journey to at least the level of cover provided by our Gold Cover Insurance Services Ltd policy. This must include an emergency help line telephone number that can render assistance in an emergency. In the event of a claim, we reserve the right to charge for any additional information that your insurer may require which is over and above that required by Gold Cover Insurance Services Ltd

• 5 Travel documents

  We aim to issue all your holiday travel and information documents at least 14 days prior to your departure. If we are unable to meet this target, we will notify you by email of any delays. Please note that for some holidays, we may issue these documents significantly in advance of this target.

• 6 Holiday Information

  We have done everything possible to ensure that the information we have given you on our website including that about events is correct and up to date. We update our website frequently to reflect those changes that we know about but we do not have control over them. Consequently, should the events not take place, we can accept no liability and the holiday arrangements as confirmed will stand. Please note, also, that we have no control over the websites with which we link. Advertised facilities on these and our own websites do change and we can accept no responsibility for these changes.

• 7 Overbooking

  It’s a common fact of modern travel that hotels and airlines seek to maximise their occupancy by taking more bookings than there is space available in order to compensate for no-shows. We monitor our suppliers very closely to avoid any potential disruption to your holiday. Consequently, if we feel that there is a chance you may be inconvenienced, we will contact you as soon as we are aware of the possibility and propose alternative arrangements.

• 8 General Information

  8.1 Joint Services:

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

  8.2 Taxes:

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

  8.3 Resort Fees:

  A number of accommodation suppliers are now charging resort fees which are payable on check-in. These charges are not included in your arrangement cost. Please contact us if you require details of the likely applicable resort fees for your chosen accommodation.

  8.4 Tipping

  Your arrangement does not include tips. However in some parts of the world, tipping is a major part of the employees income and we give guidance as to the level expected. Please do follow this advice for the benefit of future travellers.

• 9 Complaints

  Should you have cause for dissatisfaction with any of the arrangements made by Amro Holidays Ltd. on your behalf, you should immediately contact your host explaining your dissatisfaction and seeking resolution. Complaints can usually be resolved far more quickly and to your satisfaction in the resort.

  If after this procedure you remain dissatisfied, please notify your host in writing with a copy faxed to +44 1462 434339 and call our 24 hour Customer Services Help-Line 0870 990 7403. We will then do our utmost to resolve the matter. Please note that we must be notified within 24 hours if we are to be able to resolve matters quickly and that without a written report, there is nothing we can do either immediately or subsequently.

  Should you continue to remain dissatisfied with our handling of the matter, please write to our Customer Services Manager at our office. We will investigate further and reply fully within 28 days. If this is not possible, we will send you an interim letter advising of our progress.

• 10 Suppliers' conditions

  Our third party suppliers have their own booking conditions and conditions of carriage, and you will be bound by these, so far as the relevant supplier is concerned. Our suppliers' conditions will also apply to your contract with us, and in the event of any conflict between the suppliers' conditions and our conditions, the suppliers' conditions will prevail, save to the extent that any term in the suppliers' conditions is deemed to be invalid or unenforceable, in which event our conditions will prevail. Some of our Suppliers' conditions may limit or exclude liability on the part of the relevant supplier, and, by virtue of their application to your contract with us, may also limit or exclude our liability to you, and they are often subject to international conventions. Where relevant, copies of such conditions may be available for inspection at the office of the relevant supplier.

• 11 Special requests

  If you have a special request for anything that is not automatically part of the arrangement booked, please advise us and we will pass this information on to the companies we work with. Our note of your request on your invoice/receipt confirms we have received it and does not guarantee that we, or the relevant supplier, can meet with your request. Where possible they will try to help you, but we cannot guarantee any request unless it is noted on your invoice/receipt and we also confirm the request separately in writing. We must emphasise that, verbal confirmations of special requests cannot be taken as a guarantee that they will be met e.g. special meal types on flights

• 12 Information Accuracy

  Sometimes facilities we describe will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. If possible, we will tell you about the withdrawal of any significant facility as soon as possible. Some activities or facilities, water-sports for example, may not be available in low season. Beach activities such as water-skiing and paragliding are normally managed by independent local operators and we have no control over their availability or prices. There may be a charge for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your resort and accommodation. Any transfer times we quote for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen property may be longer

• 13 Personal Information

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

• 14 Behaviour:

  You must accept responsibility for the proper conduct of you and your party. In cases of damage to property, behaviour causing or likely to cause danger or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. If we do so, we shall have no further responsibility to you. Accommodation management, airline or airport personnel can also take such action. If you damage your accommodation or cause delay or diversion to your flight, you agree to indemnify us against any claim including costs made against us.

• 15 Law and Jurisdiction

  Your contract will be governed by English law and any disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.

  We reserve the right to alter these booking conditions and you should check our website at the time of booking.