b'contract with us, as well as with the transport company and that those Conditions ofdestination or natural disasters such as floods, earthquakes or weather conditions which Carriage shall be deemed to be included by reference into this contract.make it impossible to travel safely back to your departure point.(ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out13. Complaints and ProblemsofIn the unlikely event that you have any reason to complain or experience any problems the same facts, is limited to the remedies provided under the Regulation as if (for thiswith your holiday whilst away, you must immediately inform your Tour Manager (if on an purposeescorted holiday) and/or us by telephone on our 24-hour emergency helpline (if not on only) we were a carrier.an escorted holiday) and the supplier of the service(s) in question. Any verbal notification (iii) When making any payment, we are entitled to deduct any money which you havemust be put in writing and given to your Tour Manager (if on an escorted holiday) or us (if receivednot on an escorted holiday) and the supplier as soon as possible. Until we know about or are entitled to receive from the transport provider or hotelier for the complaint or claima problem or complaint, we cannot begin to resolve it. Most problems can be dealt with inquickly. If you remain dissatisfied, however, you must write to us within 28 days of your question. return to the UK giving your booking reference and full details of your complaint. Only the (d) Claims in respect of international travel by sea or inland waterway party leader should write to us. If you fail to follow thissimple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected Travel by sea is governed by the provisions of the Convention Relating to the Carriage ofor even lost as a result. Please note that we do offer an Alternative Dispute Resolution Passengers and their Luggage by Sea 1974 as amended in 1976 (the Athens Convention)service, through our ABTA membership. Please see clause 14 for further details.and, where applicable, EU Regulation 392/2009 relating to the Liability of carriers of passengers by sea in the event of accidents. The extent of our liability will in all cases be14. Arbitrationlimited as if we were the Contracting Carriers under the Athens Convention and/or EUWe are a Member of ABTA, membership number V2170. We are obliged to maintain Regulation 392/2009. a high standard of service to you by ABTAs Code of Conduct. We can also offer you The Athens Convention and EU Regulation 392/2009 limit the carriers liability for death orABTAs scheme for the resolution of disputes which is approved by the Chartered Trading personal injury or loss or damage to luggage and makes special provision for valuables. ItStandards Institute. If we cant resolve your complaint, go to www.abta.com to use is presumed that luggage has been delivered to you undamaged unless written notice isABTAs simple procedure. Further information on the Code and ABTAs assistance in given to us and/or the carrier; resolving disputes can be found on www.abta.com or you can contact ABTA, 30 Park a. in the case of apparent damage, before or at the time of disembarkation or redelivery;Street, London SE1 9EQ. You can also use the AITO arbitration serviceplease see orwww.aito.com for further information. You can also access the European Commission b. in the case of damage which is not apparent or of loss, within 15 days from the dateOnline Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This of disembarkation or redelivery or from the time when such redelivery should have takenODR platform is a means of registering your complaint with us; it will not determine place. how your complaint should be resolved. Please Note: the ODR platform is unlikely to be Damages for cabin luggage payable by the carrier are limited up to the Athensavailable for use by UK consumers at such a point that the transition period, as part of the Convention limit of 833 Special Drawing Rights (SDRs) or 2250 SDRs if EU RegulationUKs withdrawal as a member of the European Union, comes to an end.392/2009 applies. Any liability in respect of death and personal injury and loss of and damage to luggage which we may incur to you shall always be subject to the limits of15. Conditions of Suppliersliability contained in the Athens Convention or EU Regulation 392/2009 for death/personalMany of the services which make up your holiday are provided by independent suppliers. injury of 46,666 Special Drawing Rights (SDR) or 300,000 SDR under Athens ConventionThose suppliers provide these services in accordance with their own terms and or 400,000 SDRs under EU Regulation 392/2009 except in the case of liability for warconditions. Some of these terms and conditions may limit or exclude the suppliers liability or terrorism 250,000 SDRs. We are not liable for valuables, monies or other securitiesto you, usually in accordance with applicable international conventions or EU regulations including jewelry and watches. If they have been deposited with the reception desk on(see clause 12(4)(c)). Copies of the relevant parts of these terms and conditions are the ship for safe keeping and a receipt issued, then in those limited circumstances theavailable on request from us or the supplier concerned. Carriers liability will be as set out in the Athens Convention or EU Regulation 392/2009. The use of safes onboard a Vessel is not a deposit with the ship or with the company16. Special Requests under the Athens Convention or EU Regulation 392/2009 or otherwise. The limits areIf you have any special requests, you must advise us in writing at the time of booking. 1200 SDRs pursuant to Athens or 3,375 SDRs pursuant to EU Regulation 392/2009.Although we will endeavour to pass any reasonable requests on to the relevant supplier, Limits shall be reduced in proportion to any contributory negligence by the Passengerwe regret we cannot guarantee any request will be met unless we have specifically and by the maximum deductible specified in Article 8 (4) of the Athens Convention or EUconfirmed this. For your own protection, you should obtain confirmation in writing from Regulation 392/2009. Where carriage is performed on inland waterways, and the vesselus that your request will be complied with (where it is possible for us to give this) if your does not go to sea the liability provisions relating to sea going vessels do not apply torequest is important to you. Confirmation that a special request has been noted or the cruise. In those cases the liability of the Carrier to customers shall be determinedpassed on to the supplier or the inclusion of the special request on your confirmation in accordance with English law (the Merchant Shipping Act) and The Convention onletter/invoice or any other documentation is not confirmation that the request will be met. Limitation of Liability for Maritime Claims 1996 (LLMC 96) as amended by SI 1998/1258,Unless and until specifically confirmed, all special requests are subject to availability. We a copy of which will be provided by on request or can be found at:regret we cannot accept any conditional bookings, i.e. any booking which is specified https://www.legislation.gov.uk/uksi/1998/1258/contents/made. to be conditional on the fulfilment of a particular request and all such bookings will be treated as standard bookings subject to the above provisions on special requests.The limits for non-sea going passenger vessels is 175,000 SDRs per passenger limit. Liability for property claims will be at least 1,000,000 SDRs under SI 1998/1258 (4)(b)(i)).17. Medical Conditions/Disabilities/Reduced MobilityThe Strasbourg Convention on the Limitation of Liability of Owners of Inland NavigationRegrettably, many of our tours are not suitable for customers with certain disabilities and Vessels, referred to as the Strasbourg Convention with protocols and amendments,they can also be physically demanding. If you have any medical condition or disability applies to vessels sailing on waterways located in the territory of a state party subjectwhich may affect your tour or any health, fitness or mobility concerns which may affect to (i) the Revised Convention relating to the Navigation of the Rhine of 17 Octoberyour ability to cope with the tour, please give us full details before you confirm your 1868 and (ii) the Convention of 27 October 1956 concerning the canalization of thebooking so that we can advise as to the suitability of the chosen arrangements. We Moselle (Article 15(1) of the Strasbourg Convention: https://www.ivr-eu.com/expertises/ will make reasonable efforts to accommodate special needs or cause our suppliers to legal/?lang=en). If the Strasbourg Convention applies the limits for customer claims areaccommodate them, but, if we are to help you choose the right tour for your health, 60,000 SDRs per customer subject to a minimum of 6,000,000 SDRs (see Article 7).mobility and fitness, we must be aware of all details. Please note that Tour Manager (if on The Carriers liability for death, injury, illness, damage, delay or other loss to person oran escorted holiday) cannot provide individual assistance with boarding trains or coaches, property of any kind suffered by customers shall, in the first instance, be governed byor handle your luggage. It is your responsibility to provide us with full and accurate details the Convention on Limitation of Liability for Maritime Claims 1996 as amended by SIof your mobility, health and fitness (including any disability), so we can advise you on the 1998/1258 or where applicable the Strasbourg Convention. The Carriers liability thereforesuitability of tours. As standard practice all customers are asked at the point of booking shall not exceed those limitations provided by the said LLMC 1996 and SI 1998/1258whether they have any mobility limitations or health concerns which may impact on or where applicable Strasbourg Convention or in any further revisions, protocols and/ortheir tour. Customers are required to provide all relevant information to ensure that this amendments thereto as shall become applicable. Where the LLMC 1996 or If applicablematter has been carefully considered and we are aware of any issues. We may require Strasbourg Convention permits the Carrier to apply a deductible, the Carrier may applyyou to produce a doctors certificate certifying that you are fit to participate in the tour. that deductible. SDRs are a monetary unit of the International Monetary Fund and currentActing reasonably, if we are unable to properly accommodate the needs of the person(s) exchange rate can be found in major financial newspapers. concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we (5) Please note, we cannot accept any liability for any damage, loss, expense or otherbecome aware of these details. You must also advise us as soon as possible of any sum(s) of any nature or description (a) which on the basis of the information given to uschange in any disability or medical condition or your health, fitness or mobility or if any by you concerning your booking prior to our accepting it, we could not have foreseenmedical condition or disability which may affect your tour develops after your booking has you would suffer or incur if we breached our contract with you or (b) which did not resultbeen confirmed. Please also see clause 6.from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any18. Fitness to Travel for Cruise Arrangementsbusiness losses or expenses including, without limitation, self-employed loss of earnings. Where you have booked a cruise, the following conditions will apply in addition to those set out in clause 17.(6) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to unavoidable and extraordinary circumstances, weIn order to ensure that the carrier of your cruise is able to carry passengers safely and shall provide you with any necessary accommodation (where possible, of a comparablein accordance with applicable safety requirements established by international, EU or standard) for a period not exceeding three nights per person. Please note that thenational law or otherwise in order to meet safety requirements established by competent 3 night cap does not apply to persons with reduced mobility, pregnant women orauthorities including the ships flag state, you (and every member of your group) warrant unaccompanied minors, nor to persons needing specific medical assistance, providedthat you/they are fit to travel by sea and that your/their conduct or condition will not we have been notified of these particular needs in advance. For the purposes of thisimpair the safety of the cruise ship. Please note that the carrier of your cruise may require clause, unavoidable and extraordinary circumstances mean warfare, acts of terrorism,you to provide medical evidence of fitness to travel, in order to assess whether you can significant risks to human health such as the outbreak of serious disease at the travelbe carried safely and in accordance with applicable international, EU or national law. BOOKING CONDITIONS 129'