The Latin America Travel Experts

020 7263 3000
  1. Your contract

    Your contract is with Llama Travel Limited, registered in England and Wales, number 4370517. The following conditions will apply to your booking and form part of your contract. They cannot be varied and should be read carefully. 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 advised. 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 10% of the holiday cost is required. On some occasions a higher deposit is required, we will advise you if this is necessary. When this is received, we will issue a confirmation invoice. The balance of the payment must be paid 90 days before departure. If the booking is made less than 90 days before departure, full payment must be made when booking. On some occasions, earlier balance payment may be required to secure flight seats or other services. In order to secure your holiday arrangements in some cases, we may ask for a payment in advance before we can reserve the appropriate services. This payment is not refundable if you subsequently decide not to proceed with the booking.

  3. Our prices

    Brochure prices are based on the latest known information at the time of preparation – 1 Dec 2014 (£1 = US$1.57, Brent Crude oil $71 per barrel) but can go up or down. Before making a booking, please call us to check the correct up to date price of your chosen holiday.

    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.

    The following taxes, entrance fees and charges are included in our prices. An adjustment will be made to the price of your holiday if any of these changes before your holiday:

    UK air passenger duty (APD):

    • £71 - £85 (flights to Quito, Bogota, Rio and San Jose);
    • £71 - £97 (flights to Lima, Buenos Aires and Santiago);
    • for business class, APD rates are double the above rates.

    Entrance fees:

    • Galapagos National Park $120;
    • Machu Picchu $50;
    • Inca Trail and Short Inca Trail $80;
    • Cusco Tourist Ticket $45;
    • Perito Moreno US$30;
    • Iguazu Falls (Brazil) US$30;
    • Iguazu Falls (Argentina) US$30;
    • Torres del Paine US$35.

    We have been advised that the Galapagos National Park entrance fee may increase, but this has not been confirmed.

    The VAT rate for holidays outside the EU is zero. Except 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 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 apply cancellation fees. 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 usPenalty
    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 (75% for Galapagos holidays), 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 with cover against cancellation penalties, including in the event of force majeure; see section 6 below.

  5. Alterations or cancellations by us

    We make careful arrangements with airlines, hotels and service operators to ensure that we are able to provide you with the holiday as described. However, in exceptional cases, it may be necessary to make changes to your holiday arrangements (including airlines, 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 changes are necessary, we will do our best to ensure that they do not affect your holiday. If, before you depart, a major change is necessary (defined as a change of itinerary so that you are no longer able to visit a destination where you are scheduled to spend one or more nights or an appropriate alternative destination, or a change of accommodation to a lower standard or category affecting a significant part of your holiday) 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; or
    • cancelling your holiday with a full refund.

    If we have to cancel or make major changes to your holiday less than 60 days before departure, other than in the event of force majeure (see section 6 below), you will also be entitled to compensation at the following levels:

    When notifiedCompensation per person
    43 – 60 days before departure £50
    29 - 42 days before departure £100
    15 - 28 days before departure £150
    0 - 14 days before departure £200
  6. Alterations or cancellations by you or us in the event of force majeure

    If we have to make major changes to, or cancel, your holiday in the event of force majeure, we will contact you and offer you the above choices. However, compensation will not be paid.

    If, in the event of force majeure, we are still able to operate your holiday but you wish to cancel, please contact us to discuss the options. We will endeavour to recover from suppliers, and refund to you, monies paid for your holiday, but where we are unable to do so, you may be able to claim for irrecoverable costs from your travel insurance.

    Force majeure events include war, threat of war, civil unrest or strife, decisions by governments or governing authorities, epidemic, natural disasters, fire, bad weather, terrorist activity, nuclear disaster, industrial disputes, technical or maintenance problems with transport, changes of timetables of airlines, or other causes beyond our control.

  7. Our responsibilities to you

    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.

  8. 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 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.

    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, 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.

  9. Flights

    We have no control over international or national air carriers, and therefore schedules may change or flights be delayed 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 can be 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 your 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 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 cancel seats if they are held by more than one operator. Clients are responsible for ensuring they are not holding flights with another operator.

  10. 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 be able to leave the rest of you luggage in storage. Llama Travel accepts no responsibility for the delay, loss or damage of luggage.

  11. Insurance

    You must 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.

  12. Complaints

    If you have any complaints about your holiday arrangements when you are abroad, please bring these to the attention of our local representatives who will do all they can to ensure a swift and satisfactory resolution. Problems can usually be sorted out by talking to the supplier concerned (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.

  13. Financial protection

    When you buy an ATOL protected flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

    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.

  14. 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 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.

  15. 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.