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4. Researching a Holiday With Us

4.1 Website Accuracy

We will try to ensure that the information on our Website is accurate and up to date however it may change from time to time without notice. Since we provide services and products in many parts of the world, this Website (and its links and pointers) may refer to certain goods, products and/or services that are not available in your area. A reference to goods, products and/or services without limiting their geographical scope does not imply that we offer or intend to offer the same in all locations.

4.2 Prices

All prices on our Website and in our brochures are intended as a guide only and are subject to change. You will be fully advised of your itinerary and pricing at time of booking. Unless otherwise noted, prices are per person, based on two people sharing and include flights, accommodation and meals as detailed. Transfers and other additional services may be added for an additional cost which will be advised to you at the time of booking. Customers travelling in the First & Business Class Cabins on Emirates may be entitled to complimentary transfers. Some destinations such as the Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to book directly with the hotel at least 72 hours before you depart. Some properties may ask you to book their compulsory gala dinner at Christmas or New Year, which you will be informed of when you make your booking.

Once the price of your booking has been confirmed, then subject to the correction of errors we will only increase or decrease the price in the following circumstances: in the event of any change in our transportation costs or in duties, taxes or fees payable for services such as landing taxes, or embarkation or disembarkation fees at airports, or changes in the exchange rates which have been used to calculate the cost of your holiday. Price increases or decreases after booking will be passed on by way of a surcharge or refund (as appropriate). Even in the above cases, only if any increase exceeds 2% of the total cost of your arrangements (excluding any amendment charges) will we levy a surcharge. A refund will only be payable if any decrease in our costs exceeds 2% as set out above. Where a refund is due, we will pay you the full amount of such decrease.

In the event that any surcharge is greater than 10% of the total cost of your booking (excluding any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges) or alternatively purchase other arrangements from us, as set out in clause 7.2.

You have 14 days from the surcharge invoice issue date to tell us if you want to cancel or purchase other arrangements. If we do not hear from you within this time, we are entitled to assume that you will pay the surcharge. Any surcharge must be paid with the balance of the cost of your arrangements or within 14 days of the surcharge invoice issue date, whichever is the later. No surcharge will be levied within 30 days of your departure. No refunds will be payable if any decrease in our costs occurs within this period either.

Please note that our prices are based on bookings made by UK residents only. If you are not a UK Resident, you may be liable upon check-in/check-out for additional charges. Emirates Holidays will not be liable for such additional charges.

Please note online prices are not combinable with the MBNA 10% discount offer. This must be applied by contacting us on 0208 971 8950.

Prices you see online may be different to prices offered over the phone or via a travel agent.

4.3 Hotel Meal Plans and Room Configurations

Half-board or all-inclusive properties may base their inclusive meals on specific dining venues, set menus and non branded alcoholic drinks. The hotel may then offer you a credit towards meals at other restaurants. When more than two people share a room the hotel may specify that this is based on the room’s ‘existing bedding’ and not provide an additional bed as standard, although rollaway beds can often be booked at an additional charge.

4.4 Special Offers

Some of our hotels run special offers and a selection of these are outlined on our Website. The special offers on our Website are intended as a guide only and are subject to change and availability. You will be advised of the full terms and conditions applicable to specific offers when you book and these may differ from the standard terms and conditions, particularly in relation to flights.

4.5 Flights

Please note that in accordance with Air Navigation Orders in order to qualify for infant status an infant must be under two years of age on the date of their return flight.

Please note that some flights may be operated by Emirates codeshare partners, specifically Qantas (Emirates flight numbers on a Qantas aircraft normally begin with a 5), Malaysia Airlines, Bangkok Airways or specifically within the UK, FlyBe. You should not proceed with your booking online if you are unsure about any of the details of your travel arrangements – please contact us for advice before booking. Codeshare partners may also have different baggage allowances to Emirates.

Please note that a flight described as “direct” will not necessarily be non-stop. The flight may touch down (for example, to refuel, or to allow further passengers to embark) while still utilising the same flight number. We may not always know this at the time of booking.

Where a sector of a flight itinerary is not utilised without contacting the carrier directly, any remaining sectors may be subject to cancellation without further notification. Where this situation arises, we are unable to accept responsibility for any costs incurred.

The flight timings given on booking are for guidance only and are subject to change. The latest flight times will be those shown on your e-tickets. You must accordingly check your e-tickets carefully immediately on receipt to ensure you have the correct flight times & details. It is possible that flight times may be changed even after e-tickets have been issued.

We are not liable if there is any change to a departure or arrival time previously given to you or shown on your e-ticket. Please reconfirm your flights with the airline.

Please note the existence of a “Community list” (available for inspection at http://ec.europa.eu/transport/air-ban/list en.htm) detailing air carriers that are subject to an operating ban within the EU Community.

You are advised to present yourself for check in at the airport at least three hours prior to departure. Should you miss your flight, this will be treated as a cancellation. Should you miss your flight to the UK while overseas, you will be required to fund any new travel arrangements.

4.6 New Government APD ruling

Air passenger duty (APD) is no longer applicable to passengers aged 2 to 15 years travelling in Economy Class from 1 March 2016. However due to system limitations we are unable to apply the correct APD for passengers 12 to 15 years. As such the price you pay for this age group will include an adult APD cost. It is the airlines current policy that a refund will only be given after travel has been completed and on receipt of a copy of the relevant passport showing date of birth.

5. Making a Booking

5.1 Your Holiday Contract

The lead named person on your booking guarantees the authority to accept, and does accept on behalf of your party, the terms of these booking conditions and the useful information attached to them. You must be at least 18 years old to make a booking and be the lead name. Responsibility for making all payments and passing information and/or documentation to the other passengers on a booking rests with the lead named person. Please note that we can only communicate with, and send documentation to, the lead name person.

When you make your booking you are bound by these Terms & Conditions. You must review and agree to them before you proceed with your booking. If you are booking by telephone, our travel consultants will refer you to these Booking Conditions. Your contract is made on the terms of these booking conditions, which are governed by English Law and the jurisdiction of the English Courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you are resident there.

The services which make up your arrangements are provided by independent suppliers whose terms and conditions will apply. These terms and conditions may limit or exclude the supplier's liability to you. Copies of the relevant terms and conditions are available on request from ourselves or the supplier concerned.

5.2 Payment Required to Confirm Your Holiday Booking

When you book with us, you will be required to pay a deposit which will be at least £150 per person but may vary depending on the holiday you book. In many circumstances, we may require a larger deposit or full payment which we will advise at the time of booking, particularly for customers travelling in Business or First Class cabins. The balance of the price of your travel arrangements must be paid in full at least 10 weeks before your departure date. You will be advised of the balance on your booking and the due date for payment at the time of booking.

If you are unable to pay your final balance by the due date, your holiday may be cancelled without further notice and we shall retain your deposit, as well as charging any cancellation fees that apply in accordance with clause 7.2. All monies paid to your travel agent are held by the agent on our behalf at all times.

It is your responsibility to ensure that all of the information you provide regarding your booking is accurate and complete in all respects. It is important you check the details of your Booking Confirmation and notify us immediately if anything is wrong or inaccurate.

5.3 Ways of Paying

For bookings made online, over the phone or in person, payments can be made by debit or credit card. Credit cards will incur a fee which we will advise you of at time of booking. Please note, if under exceptional circumstances we have accepted a payment by cheque, should it be necessary to re-present a cheque to our bank which has been returned without being honoured by your bank, a £12 administration charge will be applied.

We accept Visa, MasterCard and American Express credit cards for which we will charge a fee (the amount of which will be confirmed at the time of booking) and Maestro, Solo, Visa Debit and Visa Electron debit cards. The invoice and documentation will be sent to the email address registered at the time of booking.

5.4 Travel Documents Delivery

Your Travel Documents will be sent to your email address at least one week prior to departure provided we have received full payment for your travel arrangements in cleared funds. You should check the details carefully and alert us immediately to anything which is not correct.

5.5 Special Requests, Disabilities and Medical Conditions

We will do everything we can to ensure that special requests are met, but cannot make any guarantees for requests. Although they will be noted on your booking, any failure to meet special requests will not entitle you to compensation or constitute a breach of these terms and conditions by us.

If you or any member of your party has any disability or medical condition which may affect your arrangements, please provide us with full details at the time of booking so that we can advise as to the suitability of the chosen arrangements. If we/the airline/other supplier reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline the booking. In the event that full details are not given at the time of booking, we reserve the right to cancel the booking when we become aware of these details. Cancellation charges in accordance with clause 7 will apply.

5.6 Your Financial Protection

We provide full financial protection for our package holidays which originate from the United Kingdom, by way of our Air Travel Organiser’s Licence number 4086. When you buy an ATOL protected flight or 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 will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able 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 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.

Please note Accommodation Only bookings are not protected under the ATOL Regulations.

5.7 The ABTA Code of Conduct

We are a Member of ABTA, membership number W4025. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking. The scheme doesn’t apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within 18 months of the date of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found at www.abta.com.

6. Important Travel Information

6.1 FCO Advice

The Foreign and Commonwealth Office produces useful advice for those travelling overseas, including information about health, insurance, money and safety, along with up-to-date details on individual destinations. This can be found on www.fco.gov.uk/travel; alternatively telephone the FCO Travel Advice Line on 0845 850 2929. Please check the travel advice for your destination prior to booking, and in good time before travelling. We will not be responsible for any consequences arising out of your failure to check the relevant travel advice for your chosen destination.

6.2 Passport and Visas

You must ensure that you have a valid passport (in good condition) and all relevant entry requirements (including visas) to enter your holiday destination. Most destinations require that your passport remains valid for at least six months after your return date to the United Kingdom. You should check the validity of your passport before you make your booking. It is also sensible to make a copy of all important travel documents to take with you. Information may also be found at www.fco.gov.uk. Your specific passport, visa and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates in good time before you travel. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. All passengers arriving to the Maldives must be in the possession of a machine readable passport in order to be allowed entrance into the destination. The Department of Immigration and Emigration of Maldives will not be accepting non-machine readable passports or handwritten passports.

6.3 Visiting a Muslim Country during Ramadan & General Behaviour

Ramadan will be observed from 27th May to 25th June 2017 (these dates can change by a day or two from location to location). Visitors to a Muslim country are advised to respect those fasting by refraining from drinking, eating or smoking in public during daylight hours and to wear modest dress in public areas.

Most hotels and resorts have screened-off private areas for non-Muslims. Some tours, entertainment, bars and facilities may be restricted. In Abu Dhabi alcohol is not served in bars and restaurants during Ramadan, although drinks can generally be ordered via room service. In Dubai alcohol may still be served outside of fasting hours while selected hotels in Oman are able to serve alcohol during the month. If you are unsure, please ask about the facilities available at your hotel/resort at the time of booking.

On tours, safaris and excursions provided by us, it is necessary that you abide by the authority of the leader who represents the company.

If you commit any illegal act when on holiday or if in our reasonable opinion or the reasonable opinion of the Company representative or another person in authority your behaviour is disruptive, threatening or abusive, causes unnecessary inconvenience or is causing or likely to cause danger, damage distress or upset, disturbance or annoyance to others or others’ property, or puts any other traveller or our staff or agents in the UK or in resort in any risk of danger, on the telephone, in writing or in person, we may terminate your travel arrangements without any liability on our part.

If the Captain of your flight or any of our overseas staff or agents believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to allow you to proceed with your travel arrangements, restrict your movements on board or remove you from your accommodation or excursion. If that means you are not allowed to board your outbound flight from the UK or any connecting flight, we will treat your booking as cancelled and you will be liable for any cancellation charges that apply. If this occurs while overseas, you will be responsible for getting yourself and your party home at your own cost.

6.4 Travel Insurance

It is compulsory that prior to travelling you and all members of your party obtain a fully comprehensive policy of travel and medical insurance suitable for your specific requirements and chosen destination.

6.5 Health Matters

Travel health advice does change, and it is recommended that you contact your doctor at least six weeks prior to traveling regarding any overseas health requirements or vaccinations that you may need. Countries within the UAE ban you from possessing certain prescription drugs. Please check with the consulate before you travel.

The government also produces a useful leaflet, ‘Health Advice for Travellers’, which can be obtained for free from the Department of Health Website www.dh.gov.uk.

6.6 Early Check-in and Late Check-out

Flight times may result in you arriving early to or departing late from your hotel. If this is the case we strongly advise you to either book your accommodation room the night before so that you can be assured it is ready on your arrival, or to extend your hotel booking for the night of your departure so you have full use of its facilities until you leave the hotel if booking online. If booking over the telephone, please discuss this option with our Travel Consultants. If you have any questions regarding this, before proceeding to book online contact our team who will be happy to assist you (because after you book online you may incur change fees if anything is incorrect or you wish to make any amendments).

6.7 Excursions You Buy Whilst on Holiday

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

6.8 Fees Payable Locally

The country you travel to may require you to pay fees locally. If this applies, we will tell you as part of the booking process before you commit.

Please note that for stays in the Emirate states of Dubai and Ras Al Khaimah the Government has introduced a compulsory AED20 per room per night tourist tax, payable to the hotel upon check out. The UAE Government may introduce this tourist tax in other states or increase the current fee at any time and without notice.

7. Changing or Cancelling a Booking

7.1 If You Wish to Change Your Booking

If, after the booking has been confirmed, you wish to change your travel arrangements in any way, for example your chosen departure date, accommodation or name changes, we will do our utmost to make these changes but it may not always be possible.

Any request for changes to bookings must be made in writing (including email) from the person who is the named lead on the booking or travel agent on the lead passenger’s behalf and must be received at our offices at least 10 weeks before your departure date. This must be accompanied by a payment of £35 per person listed on the booking to cover our administration costs. You will also be required to cover any increase to the cost of your holiday as a result of your amendment. Please note that certain travel arrangements (e.g. restricted / special airfares) may not be changeable after a reservation has been made and any alteration request could be classed as a cancellation and re-booking, and incur a cancellation charge of up to 100% of that part of the arrangements. If you wish to change your travel arrangements within 10 weeks of departure this will be treated as a cancellation and re-booking and you will have to pay the applicable cancellation charges detailed in this document.

Please note when we quote a price for an amendment to your booking, this price is not guaranteed until the time you instruct us to make the change, and we will confirm the price at this stage.

When the price per person is dependent on the number of people in the accommodation and the number of people changes, the price will be re-costed based on the new party size. Any increase in price payable is not a cancellation charge. A separate cancellation charge will be levied in respect of any bookings cancelled. A new booking confirmation will be issued as appropriate on which the cancellation charge will be shown.

Subject to the above, you will only be permitted to make date changes twice to your original booking dates. After this, date changes will automatically be treated as a cancellation and re-book regardless of how far out from departure at the time of request.

7.2 If You Cancel Your Booking

You or any member of your party may cancel your travel arrangements at any time. Written notification from the lead passenger or your travel agent must be received at our offices by post or email. Since we incur costs in cancelling your travel arrangements from the time the contract is made, you will be required to pay cancellation charges, which may be recovered by you under a suitable policy of insurance. In most cases, the amount due will be as shown in this document but in a few cases, these may vary and you will be informed at the time of booking if this is the case.

Please note that for certain travel arrangements and flights, the cancellation charge may be higher than those shown above. This includes, without limitation, certain travel periods and room types, published flights and special fares which are often non changeable and non refundable at the time of reservation. In these cases, tickets are often issued with the airline immediately and as such 100% cancellation fee applies as soon as the booking is made. Please ask for full details of cancellation charges at the time of booking.

7.3 If We Change Your Booking

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your holiday and receiving a full refund of all monies paid.

These options do not apply for minor changes. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers or change of UK arrival airport.

Occasionally the aircraft originally planned to operate a flight may change and this could be with no notice. On these occasions, not all cabin types may be available and as such you may be downgraded involuntarily. In such cases you will be refunded the difference in the fare between that paid and that of the new cabin type. An involuntary downgrade is not regarded as a major change.

7.4 If We Cancel Your Booking

We will not cancel your travel arrangements less than 10 weeks before your departure date, except for reasons of force majeure; failure by you to pay any outstanding balance by its due date; or the minimum number of clients required for a particular travel arrangement/holiday/tour is not reached.

If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). In some cases where you have booked a package holiday and there has been a significant change or cancellation we may pay compensation up to the value of a maximum of £50 per full paying adult as we deem appropriate.

Due to the policies set by our suppliers (including airline, cruise, transfer, excursion and hotel partners), bookings for travel during peak periods may be subject to alternative cancellation charges and the above cancellation charges will not be applicable. These charges will be explained at time of booking.

Force Majeure: We, airlines and other suppliers will not be liable for any change, compensation, cancellation, effect on your holiday, loss, damage or expense of any nature or description you suffer or incur, or for failure to perform or properly perform any contractual obligation(s) which is due to any event(s) or circumstance(s) which we, the airline or other supplier, could not, even with all due care, foresee or avoid. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control.

8. If Issues Arise During Your Holiday

8.1 If You Have A Complaint

It is strongly recommended that you communicate any complaint to the supplier of the services in question (eg: hotel) as well as to our local representative/agent without delay and complete any available report form whilst on holiday. If you fail to do so we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on your holiday and this may affect your rights under this contract.

If your complaint cannot be completely resolved locally please follow this up within 28 days of your return home by writing to our Customer Services Department at Emirates Holidays, Clarendon House, 147 London Road, Kingston Upon Thames, Surrey, KT2 6NH or email emiratesholidaysuk@emirates.com giving your booking reference and all other relevant information. We will acknowledge your complaint within 7 days and aim to respond to you within 28 days of receipt.

In the event that your complaint remains unresolved following our complaints procedure, you may wish to refer the matter to the European Commission’s Online Dispute Resolution Platform which can be accessed using the following link: http://ec.europa.eu/odr

8.2 Our Liability to You

For accommodation only bookings we act as an agent for the hotel and cannot accept responsibility for any injury, illness or death however caused, except where caused by our own proven negligence. Whilst we will offer such assistance as we can in respect of any dissatisfaction with the standards of accommodation, we do not accept any further liability.

For package holidays including flights and accommodation booked at the same time, if the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements.

We will also pay compensation if you suffer injury, illness or death due to the negligence of ourselves, our suppliers or their employees acting in the course of their employment.

However, we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements or where the failure is unforeseeable or unavoidable; or due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements.

Our liability will also be limited in accordance with and/or in an identical manner to: (a) the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract. Please ensure that you read the terms and conditions of each supplier of travel arrangements related to your booking, as these will also apply to your booking; and (b) any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.

Under EU law (regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.

We have taken reasonable steps to ensure the information provided by us on this Website is accurate at the time you view it. However, we cannot and have not checked the accuracy of all information provided by outside sources (e.g. accommodation providers), or of other parties linked to or from the Website and we accept no responsibility in relation to errors in information provided to us by such third parties.

Commentary and other materials posted on our Website are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our Website, or by anyone who may be informed or act upon any of its contents. Despite our best efforts, errors in advertised prices and other details occasionally occur and hotel descriptions and facilities can change even after we have posted content online or our brochure has been printed. We reserve the right to correct such errors and information at any time.

Period before departure when written notice of cancellation is received by us	Cancellation charge as a % of total holiday cost (excluding any insurance premiums and any amendment fees already paid to us)
More than 69 days	Loss of deposit
56 – 69 days	30%
36 – 55 days	50%
15 – 35 days	80%
0 – 14 days	100%

1. Emirates Holidays

1.1 About Emirates Holidays

1.2 Contact Us

2. Change of Terms and Conditions

2.1

3. How We Treat Your Data

3.1

3.2