Booking Terms and Conditions
1. Before You Book
1.1 CHOOSING YOUR HOLIDAYWe hope that your Kuoni Sport Abroad Sport Abroad holiday will live up to your expectations so it is very important that you choose the right holiday for you. Space in our brochures to give detailed information is limited and whilst our staff are always happy to advise this can only be an opinion. If you are unsure about the suitability of a destination etc., you must seek supplementary information which can be obtained from libraries, tourist offices, internet etc.
1.2 HOTEL GRADINGSWe categorise all hotels as medium, first or deluxe class to give a general guide. However, standards can vary between hotels of the same class in different countries, and even in the same country. For example city hotels which often cater for business as well as leisure travellers may well have generally higher standards than a beach resort hotel where the whole atmosphere will tend to be more relaxed. It is important to read carefully the individual hotel descriptions. A comparison of the extra night cost shown in the price box against each hotel will also give some idea of how hotels in the same resort/country are likely to compare in terms of general standards. Accommodation in all hotels, whatever the rating, is in standard rooms based on twins or doubles unless otherwise stated.
1.3 BOOKING A ROOM FOR EARLY ARRIVAL OR LATE DEPARTUREGenerally hotel rooms will be available between approximately noon and 3 pm, and are to be vacated between 10 am and noon, irrespective of your arrival or departure times, unless we have stated otherwise. Should you wish your room to be ready prior to noon on your day of arrival or available after 10 am for an afternoon or evening departure, it is possible to reserve the room at the time booking at a cost no greater than the extra night price quoted on the brochure page.
1.4 PASSPORTS/VISAS/HEALTHYou will need a full 10 year passport to travel to the destinations we feature in this brochure. Some destinations also require visas. You should contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure.
1.5 MEALSMeals if included are based on table d'hôte menus, or a meal voucher system unless specified otherwise in the text. Holidays which include main meals generally commence with dinner on the day of arrival at your hotel and terminate with breakfast (on halfboard) or lunch (on fullboard) on the day of departure. No refunds on meals not taken can be given. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d'hôte menu and cannot be guaranteed. We would therefore strongly recommend that anyone with special requirements takes a holiday where no meals (or only breakfast) are included and simply buys the most acceptable dishes from the à la carte menu available locally.
Supplements shown in our brochures for optional meal plans offer you the opportunity of being able to budget for extra costs before you go. In some cases you may find the cost of the meal cheaper locally, however we regret that it will not be possible to refund the difference either during or after your holiday.
If you have paid a half board supplement it may be possible in some hotels to ask for a credit from the table d'hôte dinner to be used against a meal in an à la carte restaurant. However the value of the voucher will generally be considerably less than the half board supplement included in your holiday price.
1.6 UPGRADING YOUR FLIGHTA longhaul flight is generally not a joyride when flying in economy class on scheduled or charter flights. Flights are often full, your choice of smoking/non-smoking seats may not be available, and it may not be possible to obtain seats together. In many cases a choice of upgrade options may be available, to give you a more comfortable journey at a reasonable supplement.
1.7 FLIGHT SEAT REQUESTS AND AIRCRAFTWe strongly recommend (particularly if you are flying economy class), that you check in early if you have particular seat requests. Kuoni Sport Abroad has no control over the allocation of seats by the airline and even if a request has been made with the airline to prebook seats, no guarantee can be made that they will still be available on departure. The provision of particular seats does not constitute a term of your contract with us. Please note airlines operate both older and more modern aircraft within their fleet. We regret we cannot guarantee the type of aircraft you will travel on as this may be subject to change and general availability.
1.8 DIRECT FLIGHTSThe flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey.
However stops may be made en route for refuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary. However, should you require this information at an earlier stage, please check with your Travel Agent and/or our Sales staff at the time of booking, or our HelpDesk once the booking has been invoiced.
CODE SHARE FLIGHTS - It is a common practice for scheduled airlines to use a code share system, which may include you flying with a partner airline. Where this situation arises, it is not classed as a major change and we will not necessarily be in a position to advise you prior to departure.
1.9 CHARTER FLIGHTSWe provide these to destinations where there are usually no direct scheduled flights, and/or insufficient capacity on these services to meet demand. A charter flight is usually the cheapest and quickest way of reaching the particular destination. However, it should be noted that leg room is slightly less than in economy on some scheduled flights.
1.10 SMOKING ON FLIGHTSThe majority of airlines have introduced a total smoking ban on most or all of their flights. Please ask at the time of booking if this information is important to you.
1.11 SPECIAL REQUESTSWhere special requests eg. diet, room location, twin or double bedded room, a particular facility at a hotel, flight seat requests and/or particular meals etc. are an important factor in the choice of holiday, you must advise us when the booking is made. We are happy to pass your request on to the hotel or airline but cannot guarantee that it will be accommodated. We will also pass on any dietary requests to airlines but we recommend that you check directly with the airline once your tickets have been issued. The provision of any special request does not constitute a term of your contract with us.
1.12 IF YOU ARE DISABLEDKuoni Sport Abroad is happy to give you advice and to assist you in choosing a holiday that will meet your requirements. However, because of the nature of destinations, many lack even the simplest facilities such as ramps for wheelchairs, lifts etc. Therefore in order to assist we must at the time of booking be provided with full details in writing regarding your disability and any special requirements as a result of this. An appropriate medical form will be sent to you for this purpose.
1.13 EXCURSION/MEAL PACKAGESExcursion or meal packages which are offered in this brochure are not always cheaper than buying the same arrangements locally. It is often the case that these packages are offered for the convenience of being both booked and paid for in the UK. The cost of any unused tours within excursion packages may not be refunded.
1.14 WEATHERWorld weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions.
1.15 OUR STAFFWe pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, we are committed to on-going training, part of which involves the recording of phone calls.
2 BOOKING & PAYING FOR YOUR HOLIDAY
2.1 YOUR COMMITMENT TO USWhen you or your Travel Agent wish to confirm a holiday booking you must pay a deposit of £250 per person or any higher deposit which applies to your holiday. For Rugby World Cup bookings a further deposit of £250 per person is due 08 December 2006 and your balance is due 01 May 2007. When you make a booking you are confirming that you understand and have accepted on behalf of yourself and all members of your party our Important Holiday Information which forms our booking conditions. All contracts with Kuoni Sport Abroad are made subject to these booking conditions and are subject to English law and the jurisdiction of the English Courts or, if your booking was made in Scotland, to Scottish law and jurisdiction. Many airlines now require the full name of all passengers travelling. We will therefore ask you at the time of booking to provide us with your first forename (as shown in your passport) as well as your title and surname. When booking your holiday, if you wish to make a modification to a holiday shown in the brochure we will try to assist. Should you wish to change to an alternative featured hotel, this will be charged at the difference in published price, as long as Kuoni Sport Abroad holds the space required. If we have to make a special request for alternative or extra space, an administration fee of £10 per booking will be charged. Additional services will be quoted for upon request. Should you wish to extend your holiday making your own private arrangements, this can usually be done subject to an administrative charge of £3 per person per night.
2.2 OUR COMMITMENT TO YOUYour contract is with Kuoni Sport Abroad Travel Ltd. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence we reserve the right to increase or decrease brochure prices or to change any of the information contained in this brochure. Changes will be made known to you before you book. The prices we advertise are based on specially negotiated airfares to be booked in a specific airline booking class. At the time of booking, if there is a lack of availability in the specified class on any particular flight, we will endeavour to secure seats for you in an alternative economy class and you will be told the amount of the applicable flight supplement before you book. A booking is not accepted until we issue an invoice. The date shown on the invoice, which will be sent to you or your Travel Agent is the date of booking. It is important to check the details on the invoice when you get it. In the event of any discrepancy please contact us or your travel agent immediately.
2.3 PEAK SEASON SUPPLEMENTSDuring peak periods such as Christmas and Easter when demand outstrips the supply of airline seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services such as Gala dinners will be provided. The cost of these supplements will be quoted to you at the time of booking.
2.4 PAYING FOR YOUR HOLIDAYAfter your booking is taken and a deposit received, a balance invoice will be sent to you detailing the total cost due. Full payment is due not less than 61 days before departure. If you do not pay in full 61 days before departure, we reserve the right to cancel your booking, and cancellation charges will apply. If you make a holiday booking within 61 days of your departure date then you must pay the full cost of the holiday at the booking stage. Any money paid by you to a travel agent is held by the agent on our behalf.
2.5 INSURANCEIt is important that you have insurance cover and that it is adequate for your needs. You can take out cover through Kuoni Sport Abroad, in which case the premium will be added at the time of booking. Should you decide to arrange a policy yourself, please check carefully to ensure that it provides an equal or higher level of cover. Travel insurance sold by Kuoni Sport Abroad is only valid for UK residents. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual's own risk and it is your responsibility to obtain the relevant insurance.
2.6 TRAVEL INFORMATION AND DOCUMENTSYou should receive with your invoice a copy of our destination book(s) covering the area/s you are visiting and general information. We strongly recommend that you read these. Approximately 7 days before departure you will receive your flight tickets together with an itinerary. However, in the case of late payment and/or late bookings, tickets may be handed to you at the airport on departure. Please ensure that you check the flight timings on your tickets carefully. The correct timings, using the 24 hour clock system, may have been adjusted since we published the brochure and since you received your invoice.
3 IF YOU WANT TO CHANGE OR CANCEL YOUR HOLIDAY
3.1 CHANGE OR ADDITION TO YOUR HOLIDAYIf you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge of £35 per booking, and payment of any further costs incurred as a result of the change. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare. Please note that save for the transfer of a booking (see below), or the addition of any offers made by Kuoni Sport Abroad in the brochure which were not requested at the time of booking, it will not be possible to make changes within 28 days of your scheduled departure date.
3.2 TRANSFERRING BOOKINGSIf any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or significant reason, we will agree to that person's booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and any additional costs arising from the transfer. This will also be subject to our suppliers eg. airlines and/or hotels approval. We must be given at least 14 days notice of the transfer request. An administration charge will be made of £50 per person for requests made more than 61 days before departure, and £100 per person within 61 days before departure.
3.3 CANCELLING YOUR HOLIDAYIf you or anyone on your holiday booking decides to cancel the holiday you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24 hours by the person who made the original booking. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24 hours of the original notification. The following scale of charges will be payable depending on when the notification of cancellation is received.
Prior to 61 days: deposit forfeited + cost of match tickets
60 - 42: 30% of total holiday cost + cost of match tickets
41 - 28: 60% of total holiday cost + cost of match tickets
27 - 7: 90% of total holiday cost + cost of match tickets
Less than 7 days: 100% of total holiday cost + cost of match tickets
Rugby World Cup Cancellation Charges
Prior to 07 Dec: Deposit of £250 forfited + cost of match tickets
08 Dec-30 April: £500 forfited + cost of match tickets
01 May-day of departure: 100% of total holiday cost + cost of match tickets
We would strongly recommend that you take out full insurance, which will in most cases include cover, under certain circumstances, against loss of deposit or cancellation fees. If you have taken advantage of an airline offer as detailed on the relevant page and paid a higher non-refundable deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.
4 IF WE WANT TO CHANGE OR CANCEL YOUR HOLIDAY
4.1 BROCHURE ACCURACYWe rigorously check the information given in our brochure about accommodation, resorts, itineraries etc., to ensure it is correct at the time of going to sale (October 2005) but in view of the fact that brochures are prepared in advance, advertised facilities may be changed. Therefore changes may be made to the particulars in this brochure at any time before the contract with you is made. In these circumstances we will notify you of changes before you book. However, please bear in mind that hoteliers, restaurateurs, night club owners etc., may wish to maintain or improve their facilities, or even take a break themselves. Flight times, carriers and routes in the brochure are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised in our brochure. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure.
4.2 BUILDING AND DEVELOPMENT WORKMany hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
4.3 FLIGHT CHANGESAirlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled and charter flight timings, and days of operation are subject to change. We will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. Should the changes involve a reduction of your duration, we will offer you a refund of any applicable costs.
4.4 IF WE CHANGE YOUR HOLIDAY BEFORE YOUR DEPARTUREWe hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We plan arrangements a long time in advance of your holiday using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, if we consider them a SIGNIFICANT CHANGE we will endeavour to advise you or your travel agent as soon as reasonably possible. A significant change includes a change of accommodation to that of a lower category and/or price, a change of flight time of more than 12 hours, a change of UK departure airport, or a significant change of resort area.
In the case of a SIGNIFICANT CHANGE before your departure we will provide you with three alternatives:
(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available.(b) alternative travel arrangements of a lower standard together with a refund of the difference in price; or
(c) cancel your holiday with a full refund of all monies paid.
In all 3 cases, minimum compensation will be paid as detailed below unless the change occurs as a result of circumstances beyond our control.
Period before departure within Compensation which a major change is notified Per Person to you or your travel agent
More than 60 days: NIL60 - 42 days: £20
41 - 28 days: £30
27 - 15 days: £40
14 - 0 days: £50
4.5 CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL
We will not be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of unusual or unforeseeable situations outside our control, the consequences of which could not have been avoided even with all due care. These include unavoidable technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, epidemic or terrorist activity.
4.6 IF WE CHANGE YOUR HOLIDAY ACCOMMODATIONWe do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens before your departure or on arrival in resort we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available we will refund the difference of the brochure price between the accommodation booked and that available, and will pay up to £50 per person for any inconvenience.
4.7 IF WE CANCEL YOUR HOLIDAYWe reserve the right in any circumstances to cancel your holiday for any reason. However we will not cancel your holiday within 61 days of departure unless it is for a reason outside our control (see changes due to circumstances beyond our control). If we have to cancel your holiday we will offer you:-
(a) alternative travel arrangements of equivalent or of very closely similar standard and price, if available(b) travel arrangements of a lower standard and a refund of the difference in price; or
(c) a full refund of all monies paid.
Compensation as offered for 'significant changes' will also be paid unless the holiday is cancelled because you have failed to pay on time or as a result of circumstances beyond our control. No compensation is payable if the holiday is cancelled because the number of persons who agreed to take it is less than the minimum number required and you are informed of the cancellation in writing within the period indicated in the description of the package.
4.8 MINIMUM NUMBERSPrice boxes on relevant pages will indicate whether a particular holiday is subject to a minimum number of participants for its operation. We will advise you at least 61 days before departure if minimum numbers have not been reached. You will then have the choice of booking an alternative holiday with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid.
5. ON HOLIDAY
5.1 FLIGHT DELAYSIn the event of a flight being delayed, we will arrange for the following to be provided, whenever practical, and subject to the airport being able to cater for this:- over 4 hours, an appropriate meal, and for delays of at least 8 hours extending beyond midnight, overnight accommodation will be provided wherever possible. However, this will depend on such factors as the expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation, as rooms are held for delayed arrivals, not re-let. Our travel insurance policy offers compensation for certain flight delays.
5.2 WATER/ELECTRICITY SUPPLIESIn many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Hotels do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.
5.3 ACCOMMODATION IN THE TROPICSIn many hotels, especially beach resorts 'insects' in the rooms (eg. cockroaches etc) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply a fact of life in these destinations. Views from some hotel rooms may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.
5.4 BEHAVIOURMost people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid.
5.5 LOST ITEMSIf you lose any personal items whilst on holiday, please obtain a written report from a local representative, or police, to help with any insurance claim upon your return.
5.6 IF YOU HAVE A COMPLAINT WHILE YOU ARE ON HOLIDAYIf you have cause for complaint whilst on holiday, you must bring it to the attention of our local representative or agent and the hotel immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday, but then to write a letter of complaint upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
5.7 KUONI DUTY OFFICERKuoni operates a 24 hour emergency duty officer system, and the contact number for this will be provided with your itinerary.
5.8 CONSERVATIONIt is becoming ever more important to conserve the world's natural resources, its landscapes, flora and fauna. Someone coined the phrase "Take only photographs; leave only footprints" and a number of countries now use this to promote conservation. It would be hard to improve on this statement.
5.9 OUR COMMITMENT TO YOU FOR YOUR HOLIDAY ARRANGEMENTS(a) The air holidays and flights in this brochure are ATOL protected. We hold an Air Travel Organisers' Licence (ATOL 0132) granted by the Civil Aviation Authority. 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.
(b) Subject to (d), we will accept responsibility if due to fault on our part, or that of our agents or suppliers, any part of your holiday arrangements booked before your departure from the UK is not as described in the brochure, or not of a reasonable standard, or if you or any member of your party is killed or injured as a result of an activity forming part of those holiday arrangements. We do not accept responsibility if and to the extent that any failure of your holiday arrangements, or death or injury: is not caused by any fault of ours, or our agents or suppliers; is caused by you; is caused by someone not connected with your holiday arrangements or is due to unforeseen circumstances which, even with all due care, we or our agents or suppliers could not have anticipated or avoided.
(c) For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is twice the price, the person affected, paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday. Where enjoyment of only some days has been affected, we will refund reasonable related expenses and pay a daily sum of compensation up to £50 per day per person affected.
(d) Subject to (b) above, if any failure in your holiday arrangements relates to, or if you or any member in your party is killed, injured or becomes ill during or as a result of, carriage by aircraft, ship, train or coach forming part of the holiday arrangements booked before departure from the UK, our liability to pay compensation and/or the amount of compensation we will pay is limited in accordance with the liability of the carrier under any international convention which governs such services. International Conventions which may apply include: in respect of carriage by air, the Montreal Convention 1999 or the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1955 and by any of the Montreal Additional Protocol of 1975); in respect of carriage by sea, the Athens Convention 1974; in respect of rail carriage, the Berne Convention 1961; and, in respect of carriage by road, the Geneva Convention 1973. The terms of these conventions are incorporated into and form part of your contract with us. In respect of death or personal injury, the liability of an air carrier under the Montreal Convention and the Warsaw Convention is limited to damage sustained in the case of death or bodily injury caused by an accident which takes place on board the aircraft or in the course of any of the operations of embarking or disembarking. You can get copies of the relevant conventions if you ask us for them or view them online at www.kuoni.co.uk. You should also note that these conventions may limit or remove the carrier's liability to you and the amount which the carrier has to pay you. You should also know that the carrier will rely upon its 'conditions of carriage' which may limit or remove the carrier's liability to you and limit compensation under international conventions.
(e) Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider's or other supplier's liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
(f) If we make any payment to you or any member of your party for death, personal injury or illness, you must give us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness and you must co-operate fully with us in seeking recovery of any payment we make.
(g) Operational decisions may be taken by air carriers and airports resulting in delays, diversions or rescheduling. Kuoni Sport Abroad has no control over such decisions, and is therefore unable to accept responsibility for them. Where, as a result of circumstances beyond our control we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (d).
6 ON RETURN FROM YOUR HOLIDAY
6.1 QUESTIONNAIREWe are committed to improving the standard of our holidays and it is only with the help of your feedback that we will be able to achieve our aim. We would therefore appreciate it if you would spend a few moments to complete and return the questionnaire which you will find in your document wallet. Kuoni Sport Abroad, Deepdene Lodge, Dorking, Surrey RH5 4AZ (e-mail address INFO@SPORTABROAD.CO.UK) would also welcome and act upon any comments you would like to pass on to us.
6.2 IF YOU HAD A PROBLEMIf a problem remains unresolved during your holiday, you should make a complaint in writing to Kuoni Sport Abroad within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter, as laid down by the ABTA Tour Operator's Code of Conduct.
6.3 DEALING WITH COMPLAINTSWe certainly hope that we can settle any holiday complaints amicably, however, should this prove not to be the case you may refer any dispute relating to this contract to an Arbitrator appointed by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability for you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person or £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences, although claims which include an element of minor injury or illness can be considered subject to a limit of £1,000 on the amount the arbitrator can award per person, in respect of this element. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
6.4 OUR COMMITMENT TO YOU FOR PERSONAL INJURY CLAIMS (UNCONNECTED WITH ARRANGEMENTS MADE BY US)Should you or any member of your party suffer illness, personal injury or death through any misadventure during your holiday arising out of an activity which does not form part of your holiday arrangements provided by Kuoni Sport Abroad, we will, in our reasonable discretion, offer you advice, guidance and assistance. This may include a contribution towards your initial legal costs of making a claim against the offending party. Any contribution made by us will be limited to £5000 per booking form. Any request for assistance must be made within 90 days from the date of the misadventure in question. If you are able to make recovery of these costs whether from the third party or from a policy of insurance you may be asked to refund our outlay.
