Booking conditions
Your contract is with Llama Travel Limited, registered in England and Wales, number
4370517. The following conditions will form part of your contract and should be
read carefully.
1. Booking your holiday
To book your Llama Travel holiday, please phone our sales line on 020 7263 3000.
These booking conditions will apply to your booking and cannot be varied. A contract
will exist when we accept your booking and issue our confirmation invoice. The contract
and all matters arising from it shall be governed by English law and be subject
to the exclusive jurisdiction of the English courts. All correspondence will be
sent to the lead passenger of the booking unless otherwise indicated. You must be
over 18 to book a Llama Travel holiday. Llama Travel holidays are not for resale.
2. Deposits and final payments
A deposit of £150 per passenger is required (£300 for holidays
including the Galapagos or Chile). When this payment is received, we will issue a confirmation invoice.
The balance of the payment must be paid 90 days before departure, unless the booking is made less
than 90 days before departure, in which case full payment must be made when booking. On some occasions,
a higher deposit or earlier balance payment may be required to secure flight seats or other services:
we will advise you at the time of booking if this is necessary. Credit card payments are subject to
a handling charge of 2%.
3. Our prices
Brochure prices are based on the latest known information at the time of preparation
– 25 November 2008 (£1 = US$1.541, Brent Crude oil $50 per barrel) but can go up
or down. Before making a booking, please call to check the correct up to date price
of your chosen holiday on our telephone sales line.
Once you have made a booking and we have issued our confirmation invoice, your holiday
price can only be varied due to a significant increase in our costs or an increase
in charges, fees, taxes or similar items as a result of governmental action. Where
applicable, the following entrance fees, taxes and charges are included in our prices
at the rates advised to us at the time of preparation: Galapagos National Park $110;
Machu Picchu $40; Inca Trail and Short Inca Trail $80; Cusco Tourist Ticket $40;
Iguazu Falls (Brazil) US$7;
Iguazu Falls (Argentina) US$10; Perito Moreno (Argentina) US$21;
Torres del Paine (Chile) US$33; UK air passenger duty (£40, £55 for departures after November 2009; £80 business
class, £110 for departures after November 2009).
An adjustment will be made to your
price if any of these charges change before your holiday. We have been advised that
the Galapagos National Park entrance fees may increase to US$210 in 2009. Other
than for increases in entrance fees or tax increases, such as in APD or VAT, we
will absorb any increase up to 2% of your holiday cost. If there is a surcharge
of more than 10% of your holiday cost, you will be entitled to cancel within 7 days
of being notified of the surcharge and obtain a full refund. No surcharge will be
made less than 30 days before the start of your holiday.
4. Alterations or cancellations by you
If you wish to alter your holiday arrangements in any way before departure, we will
do our best to help. An administration fee of £25 per passenger will be charged,
together with any additional costs incurred as a result of the change. If you make
any alterations within 60 days of departure, we may treat this as a cancellation,
and cancellation fees may apply. Scheduled airlines treat name changes as a cancellation
and rebooking; any alteration is likely to incur a 100% cancellation charge. Please
make sure that all names you give us are spelled exactly as they appear in passports.
It is not normally possible to make alterations after commencement of travel. If
you do wish to make alterations during your holiday, cancellation fees for services
booked may apply. Refunds cannot be made for any unused accommodation, services
or transport.
If you wish to cancel your holiday, you must let us know in writing. The following
cancellation charges apply:
|
Days before departure when you notify us |
Penalty |
|
90 days or more |
Loss of deposit |
|
60 to 89 days |
25% of holiday cost, or deposit if higher |
|
30 to 59 days |
60% of holiday cost, or deposit if higher |
|
Less than 30 days |
100% of holiday cost |
If the balance payment is required earlier than 90 days before departure, this will
normally be non-refundable in the event of cancellation.
In addition, where one person in a party cancels and others still wish to travel,
single room supplements will be payable if this results in single rooms being used.
We recommend that you take out full travel insurance, including cover against loss
of deposit or cancellation penalties.
5. Alterations or cancellations by us
Llama Travel makes careful arrangements with airlines, hotels and service operators
to ensure that we are able to provide you with the holiday exactly as we have described
it. However, in exceptional cases, it may be necessary to make changes to your holiday
arrangements (including flights, accommodation, transport or services) due to circumstances
beyond our control. Flight times are given only as indications, and finalised times
will be shown on your tickets.
When minor changes are made, we will do our best to ensure that they do not affect
your holiday. If a major change is necessary (defined as a change of city or resort,
a significant change of itinerary, a change of accommodation to a lower standard
or category, a change of flight time of more than 12 hours or a change of airport
except between London airports) or if we have to cancel your holiday, we will contact
you and offer you the choice of:
- Accepting the changes to your holiday;
- Purchasing another available Llama Travel holiday;
- Cancelling your holiday with a full refund.
If we have to cancel or make major alterations to your holiday less than 60 days
before departure, you will also be entitled to compensation at the following levels:
|
When notified |
Compensation per person |
|
43 – 60 days before departure |
£10 |
|
29 - 42 days before departure |
£20 |
|
15 - 28 days before departure |
£30 |
|
0 - 14 days before departure |
£40 |
NOTE: Compensation will not be paid in cases where alterations or cancellations
have to be made due to force majeure, including war, threat of war, civil unrest
or strife, decisions by governments or governing authorities, industrial disputes,
natural disasters, fire, bad weather, terrorist activity, nuclear disaster, technical
or maintenance problems with transport, changes of timetables of airlines, or other
causes beyond our control.
6. Our responsibilities and commitment to your holiday
Llama Travel is dedicated to ensuring that your holiday is as described. If a part of your holiday is not provided as promised, and this affects the reasonable enjoyment of your holiday, we will pay compensation appropriate to the circumstances, limited to a maximum of twice the price of the service concerned.
Llama Travel accepts responsibility for illness, personal injury or death caused as a direct result of the direct acts and / or omissions of our employees, agents, suppliers or sub-contractors while acting in the course of their employment to provide services or arrangements for your holiday that you have booked with us in the UK. We do not accept responsibility for illness, personal injury or death where there has been no fault of our employees, agents, suppliers or sub-contractors, or as a result of taking part in any activity which does not form part of the holiday booked through us in the UK. Where illness, personal injury or death arises in the course of air travel, rail travel, sea travel or hotel accommodation, the amount of compensation you may receive is limited in accordance with the provisions of any International Convention. If illness, personal injury or death is suffered as a result of taking part in an activity where a third party is involved, we shall, at our discretion, offer advice and assistance to aid in the resolution of the issue, provided you inform us within 90 days of the occurrence. Our costs in respect of the above on behalf of you and your party shall not exceed £5,000 in total. 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.
7. Your responsibilities
Clients are responsible for ensuring that all immigration and health requirements
are fulfilled, for obtaining travel documents, including passports, visas and vaccination
certificates, and for ensuring that these are all in order, including for any intermediate
stops on international flights. If the name on your airline ticket does not match
that on your passport, you must inform us as soon as you receive the ticket.
We require your passport details to issue some tickets. If these change after you
have given them to us, you must inform us.
It is your responsibility to behave in a responsible, restrained and sober manner
when dealing with local authorities, fellow travellers and our local representatives.
By taking a Llama Travel holiday, you agree to accept the authority and decisions
of our employees and representatives. If, in the opinion of such people, your behaviour
or health before the departure of a tour is likely to threaten the safety, comfort
or progress of that tour, then you may be excluded from the tour without refund
or compensation. It is your responsibility to obey local laws, otherwise you may
be excluded from the holiday and we will cease to have any responsibility for you.
If you have a complaint about your holiday whilst abroad, please bring this to the
attention of our local representatives, who will do all they can to ensure the swift
and satisfactory resolution of any problem. Please bear in mind that travel in Latin
America is not the same as travel in the UK, and minor inconveniences and delays
may arise due to weather conditions, strikes, demonstrations or the poor state of
roads or for other reasons. By travelling with Llama Travel, you are implicitly
accepting this part of the Latin American way of life.
8. Flights
Please bear in mind that we have no direct control over international or national
air carriers, and therefore schedules may change due to no fault of our own. We
will do all we can to ensure the smooth flow of all your transport connections,
but it is your responsibility to check exact times of flights and reconfirm these.
This is particularly important for internal flights within Latin America, which
sometimes are rearranged at short notice. Llama Travel accepts no responsibility
for the consequences of flights missed due to the client’s failure to reconfirm.
When you travel with an airline, the Conditions of Carriage of that airline apply,
some of which will limit or exclude liability. These conditions are the subject
of International Agreements between countries.
Flying to Latin America involves long flights and may require changes in other airports.
It is the client’s responsibility to arrive at the departure airport at the appropriate
time and to check in for your international flight, and to change aeroplanes if
necessary at intermediate airports. If you wish to sit in a specific seat or section
of the plane, or wish to sit with other people on the flight, it is strongly recommended
that you check in early or check in online. It is sometimes possible to reserve
seats directly with the airline by telephone or online prior to travel.
Airlines do not allow more than one booking per passenger on a flight and may automatically
cancel seats if they are booked or held by more than one operator. Clients are responsible
for ensuring they are not holding flights with another operator.
9. Baggage allowance
Most scheduled airlines have a baggage allowance of 20kg per passenger. Please bear
this in mind when packing, as carrying excess baggage will normally incur an expensive
additional cost payable at check in. Additionally, certain excursions have a limited
baggage allowance. Where this is the case, you will usually have an opportunity
to leave the rest of you luggage in storage. Llama Travel accepts no responsibility
for the loss or damage of luggage.
10. Insurance
It is a requirement that all Llama Travel travellers have adequate insurance provision
to cover the cost of assistance, including emergency repatriation, in the event
of illness or other problems occurring during your holiday.
11. Complaints
If you have any complaints about your holiday arrangements when you are abroad,
these can usually be sorted out by talking to the supplier (e.g. hotel) and our
local representatives or by informing us directly. If this is not done, Llama Travel
accepts no responsibility for the situation, as we will not have been given the
opportunity to rectify the problem. If you do not inform us, your consumer rights
to compensation may be affected. If you have tried and failed to rectify the situation
whilst abroad, please send us your complaint in writing within 28 days of returning
to the UK. We will then follow up your complaint. Communication with Latin America
is often slow, so we may not be able to resolve the situation as quickly as you
would like.
12. Financial security
The holidays in this brochure are ATOL protected, since we hold an Air Travel Organiser’s
Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 5804. 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.
13. Brochure and website information
The information in our brochures and on our website is, to the best of our knowledge,
correct at the time of going to press. However, details of flights or hotels may
vary during the lifetime of a brochure. These changes will be reflected on our website,
www.llamatravel.com, where possible.
The copyright on all material in our brochures and on our website, including text,
photographs, maps and layouts is held by Llama Travel Limited. No part of these
publications may be reproduced, stored or transmitted in any way without the prior
written permission of Llama Travel. Some photographs are courtesy of Chile Ministry of Tourism, PromPeru.
14. Data Protection
The information we ask you to provide, including personal information about you
and members of your party, is necessary for us to arrange and operate your holiday.
By booking a holiday with us, you agree to our processing this information, including,
where appropriate, its transfer outside of the EU.
|