Introduction
How to use
This guide contains important information which, in conjunction with Our Agreement, must be read carefully before you book. These booking conditions contain some exclusions and limitations of liability. If any part of the conditions proves to be invalid or unenforceable, the rest of the conditions will remain valid.
Abbreviations: Those commonly used include: 1st Ch = 1st child; 2nd Ch = 2nd child; AC = air-conditioning; Ad = Adult; AI = all inclusive; BB = bed and breakfast; BL = balcony or terrace; CS = cot space; FB = full board; HB = half board; LSV = limited sea view; PB = private bath; PP = per person; PPPN = per person per night; RD = reduction; RO = room only; SC = self-catering; SH = shower; SUPPS = supplements; SV = sea view; SSV = side sea view; WC = toilet.
Important Notice – Insurance
All party members, including children, must be adequately insured on holiday. You may either: accept our insurance policy, in which case the premium will be added to your invoice; or choose a policy at least as good with another company. If you choose a different company, you must tell us so we can record the company details and policy number before we confirm your booking. Details of our insurance policy are available upon booking. Adequate insurance is important in case your holiday is affected before or after departure by illness and other events beyond our control as we do not pay compensation for these. Some hazardous activities may require additional coverage, check with your insurance provider.
Introduction - Portland
Important Notice – Insurance
All party members, including children, must be adequately insured on holiday. You may either: accept our insurance policy, in which case the premium will be added to your invoice; or choose a policy at least as good with another company. If you choose a different company, you must tell us so we can record the company details and policy number before we confirm your booking. Details of our insurance policy are available upon booking. Adequate insurance is important in case your holiday is affected before or after departure by illness and other events beyond our control as we do not pay compensation for these. Some hazardous activities may require additional coverage, check with your insurance provider.
How to use
This guide contains important information which, in conjunction with Our Agreement, must be read carefully before you book. These booking conditions contain some exclusions and limitations of liability. If any part of the conditions proves to be invalid or unenforceable, the rest of the conditions will remain valid.
Abbreviations: Those commonly used include: 1st Ch = 1st child; 2nd Ch = 2nd child; AC = air-conditioning; Ad = Adult; AI = all inclusive; BB = bed and breakfast; BL = balcony or terrace; CS = cot space; FB = full board; HB = half board; LSV = limited sea view; PB = private bath; PP = per person; PPPN = per person per night; RD = reduction; RO = room only; SC = self-catering; SH = shower; SUPPS = supplements; SV = sea view; SSV = side sea view; WC = toilet.
Accuracy of Information
We inspect properties and facilities regularly to ensure that the information we provide is accurate. However, circumstances and facilities can change after brochure publication. Public holidays and religious festivals may also affect the availability of resort and hotel facilities. The tourist office for your chosen destination can provide details of such events. We will tell you of any changes that we know about when you book your holiday. Ask your holiday adviser to check the reservations system for any changes in conditions. If you have already booked, we will tell you of any change in circumstances that would affect your holiday as soon as we can before you leave.
• Flight timings: May change with little notice from those published. Your ticket will show the final flight details.
• Meal service: Hoteliers may change from buffet to waiter service, or vice versa.
• Sea views: May be partly blocked by trees from both public and guest rooms.
• Pool views: Will either look directly onto or have a side view of the pool.
• Balconies: If your accommodation is described as having a balcony, this will be a terrace if your room is on the ground floor.
• Hotel Facilities: Some hotels offer facilities such as tuition or beauty treatments as part of your holiday. When these are offered, a limit will apply to the number of sessions.
• Baths and Showers: Where facilities include bath and shower, the shower will be an over-bath shower unless otherwise stated. Villa bathrooms may consist of a bath or shower stall or both.
• Family rooms and 4-bedded rooms: These may not be larger than standard rooms.
• Artist's impressions & Computer Generated Images: In some cases we have had to publish an artist's impression or computer generated image to give you an idea of how the property will look. It is not an exact replica of the finished building.
• Videos: The availability of videos advertised is correct at the time of publication.
Money Back Guarantee: We aim to provide you with an unforgettable holiday experience. What you see in the brochure is what you get on your holiday. If you arrive and find that we've failed to live up to the promise, here's what we'll do: (1). Within 1 day of arrival let us know the problem. We'll then spend 24hrs doing everything we can to put it right. (2) In the unlikely event we can't solve the problem to your satisfaction within 24hrs, at your request we'll fly you home and give you your money back. If we cannot resolve the problem at the resort or during your flight, you must notify us of your claim within 28 days of your return by writing to us at our customer services department.
Your Flight
Alcohol and Smoking: You may not drink your own alcohol on a flight, whether you bought it on board, on holiday or in the UK. All charter holiday flights are non-smoking. For safety reasons, on short haul flights, butane lighters must not be packed in hand baggage or hold baggage and must only be carried on your person. Failure to comply with these requirements may result in you and other members of your party being denied boarding.
Airline Codes: In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: International flights: AEA - Air Europa; BA - British Airways; BGH - Balkan; ECA - EuroCypria Airlines; FUA - Futura; IWD - Iberworld; JKK - Spanair; LTE - LTE International; MH – Malaysia airways; MON - Monarch; OHY - Onur Air; PGT - Pegasus; S4 - Sata International; TCX - Thomas Cook Airlines; TG – Thai Airways; TOM - Thomsonfly or First Choice Airways/Thomson Airways from 1 Nov 2008; XQ - Sun Express; ZB - Monarch scheduled. Internal flights: Egyptian flights - Egypt Air, AMC, Air Cairo. We will notify you of the actual air carrier when we send your flight tickets. Any changes to the actual carrier after that point will be notified to you prior to check-in or at the boarding gate.
Air travel conditions of carriage: You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention 1929 (as amended) concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and of the Warsaw Convention, on request.
Baggage Limits
- Hand Baggage: You may take 1 item of hand baggage (max. dimensions: 55x45x25cm). The total weight of hand luggage allowance may vary, depending on your holiday. You should be able to lift this yourself into overhead storage compartments. Other bags such as handbags, laptop bags or laptop computers must be carried within the single item of cabin baggage. There are restrictions on what you may carry in your hand luggage – please read carefully the information enclosed with your tickets.
- Hold Baggage Content: Baggage will only be accepted if packed and secured in suitcases or similar containers and capable of withstanding reasonable handling. Any passenger presenting baggage insecurely or insufficiently packed, or already damaged, must sign a disclaimer waiving their right to any subsequent claim. You must not include in your checked baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. The airline has no liability for loss or damage to valuable or fragile items packed in hold baggage however caused. Any single piece of baggage weighing over the 23kg maximum limit will not be accepted by the airline at the check-in desk. Customers who have pre-paid for an additional check-in allowance which places them over the 23kg limit must check in an additional bag.
- Standard luggage allowance: Each customer is entitled to a check-in allowance of 20kg baggage and a maximum 5kg for hand baggage. No single item of baggage may exceed 23kg. Baggage allowances are per person and cannot be pooled across a party (i.e. 25kg for one passenger and 15kg for the other).
- Premier & Premium Upgrade luggage allowance: Each customer is entitled to check-in allowance of 23kg and a maximum 7kg for hand baggage. This is only applicable to Premier and Premium upgrade customers, no single item of baggage may exceed 23kg.
- Infants: Infants under the age of 2 now have an individual luggage allowance of 10kg. Folding pushchairs and wheelchairs do not count as part of your baggage allowance, however you will not be charged to carry them when travelling on our in-house airline. Some flights shown are not operated by our in-house airline. The maximum weight for checked baggage on these flights may be limited to 15kg with no additional allowance for infants. The weight allowed for all flights will be shown on your tickets. For customers booking a tour or twin centre, baggage allowance during the tour or twin centre may be less than for the international flights. Please ask your holiday adviser for the latest details.
- Excess Baggage and Sports Equipment: Carriage of all excess luggage and sports equipment is subject to a charge and capacity on the day of departure. Customers can pre-book golf clubs, windsurf boards, diving equipment and other sports equipment. If you do not pre-book, you may be able to make the necessary arrangements when checking in at the airport, but charges will apply and carriage cannot be guaranteed. Bowls may be carried free of charge provided they are packed in a sturdy one-piece carrying case, and you do not exceed your baggage allowance. We cannot guarantee that you will be able to take bulky sports equipment with you on the transfer coach to your holiday accommodation.
- Lost/Damaged Baggage: Under the terms of the Montreal Convention, if you do not notify us of any loss or damage to your baggage within 7 days of the discovery of the loss/damage, we will have no liability to you.
Check-in: It is recommended that you check in 3hrs before and a minimum of 2hrs before departure. Your initials and the spelling of your name must be identical on your ticket and in your passport. Your passport and travel documents must be intact, you may not be able to travel if they are damaged or have been tampered with.
Disorderly behaviour: The captain has authority over the aircraft and passengers when they are boarding and on board. He/she may prevent you from travelling if you are considered unfit to do so, or if you pose a danger to the aircraft or passengers. The captain will exercise this right if, for example, you are found to be drunk before or after boarding, if you smoke on board or use threatening, abusive or insulting words or behaviour. In those circumstances, we, or the airline, at our reasonable discretion, may terminate your holiday. We will not be responsible for completing your holiday arrangements, nor will we, or the airline, be liable for any refund, compensation or other costs you may have to pay. We may also seek compensation from you for any losses caused by your behaviour (e.g. the cost of diverting an aircraft). Disruption on board an aircraft is a criminal offence, and you may be prosecuted. If you are refused carriage because of your disruptive behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This may make it difficult for you to book other airline tickets.
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available at http://air-ban.europa.eu/
Seats with extra space: You can reserve seats with extra space for your journey. Some of these seats are located close to emergency exit doors, and some are situated behind a ‘bulkhead’ or dividing wall, where there’s extra space from not having a seat in front of you. For safety reasons, emergency exit seats are only available to passengers who are able bodied and of suitable size. You must have no medical conditions and, in the opinion of the cabin crew or check-in staff, have the strength and full mobility to open the Emergency Exit door. Civil Aviation Authority requirement is that customers aged 14 yrs and over for short and mid haul flights, and customers between 20 and 65 yrs for long haul flights occupy these seats. Extension seatbelts cannot be provided on emergency exit rows. Only a limited number of seats with additional space are available. Flights and Flight Times: The flights shown are operated by UK, European and international scheduled and charter airlines, including our own in-house airline. They use wide and narrow-body jets. We may change airlines or aircraft types at any time; this does not count as a Major Change. Some flights may need to stop en route. If we know about this in advance we will tell you. Flight times shown in the brochure, on the website and on your booking confirmation are not guaranteed. Actual flight times are shown on your tickets. Flight times are local times based on the 24hr system.
Flight Delays: We believe it is our responsibility to look after you if your outbound or return charter flight is delayed for reasons other than Force Majeure. We will keep you informed, and we will provide light refreshments for a delay of 2-4hrs, depending on airport facilities. If the delay is 4-8hrs we will provide a meal, or vouchers for a meal. For a delay of 8-12hrs, we will provide overnight accommodation, if this is necessary and possible. If a flight delay exceeds 5hrs, you are entitled to cancel your flight and receive reimbursement of the cost of the flight element only (this is not a right to reimbursement of the full holiday cost unless the "If we change or cancel your holiday" paragraph in "Our Agreement", in relation to cancellation applies). Arrangements for meals and drinks on All Inclusive holidays apply only to your hotel.
Flight Delay Insurance: Our travel insurance policy includes compensation for major delays. You can buy this insurance when you book your holiday. The benefits payable are in addition to the flight delay refreshment and accommodation policy described above. If you do not take out our insurance, you should check that your chosen policy offers equivalent cover. You must send travel delay claims to your insurance company. You can obtain details of the flight delay from the airline.
Flight Supplements: The holiday prices in the accommodation price panels are based on flights that do not carry a supplement. The flight supplements shown on the Flight pages reflect the additional cost of flying from certain airports, or on certain days of the week. They should be added to or subtracted from the panel price for your holiday. Flights not listed in the brochure, but which become available may also attract extra charges.
General enquiries: For all general enquiries, pre-bookable services, dietary, medical and assistance requirements, please speak to your holiday adviser or contact us directly.
In-house Airlines: TUI Travel PLC operates a number of airlines. These include Thomsonfly Ltd and First Choice Airways Ltd. From 1 May 2009 however, these will combine to form Thomson Airways Ltd.
Infants: An infant is defined as any child less than 2yrs of age on the date of return travel. A charge is made for infants under 2yrs on the date of their return flight. This is to cover taxes and charges applied directly to the airline. Infants under 6 months must sit on an adult’s lap and wear an infant lap strap. Infants between 6 months and 2yrs must also sit on an adult’s lap secured by an extension seatbelt provided by the airline for take-off and landing. Infants under 2yrs will not be entitled to an in-flight meal. If your child celebrates their 2nd birthday during the holiday, you must book and pay for the appropriate child fare; all children aged 2 and above must have their own seats on the aircraft. If an additional seat has been purchased for an infant, a car seat can be used, as long as it has a proper restraining harness and can be fixed facing forward on the seat of the aircraft. You must bring your own car seat. It should be in good condition, must conform to British Safety standards and you should have the instruction leaflet to show the cabin crew if they need to refer to it. It must not exceed 16 inches or 40cm in width. Carrycots and deluxe child car seats are not suitable, as they do not fit. The carriage of car seats is at the discretion of the airline. These regulations may differ when travelling with a non-British registered airline. Call reservations for information on approved car seats.
Meals on Board: A 3 course meal can be pre-booked for your journey, if travelling on one of our long haul routes, an in-flight meal is included as part of your holiday package. There will be a full range of drinks and snacks for purchase during the flight. Sandwiches will also be available to purchase on selected flights. Please tell us when you book if you require a ‘special dietary meal’. These are on a request basis only and are not guaranteed. For group bookings it will not be possible for individual group members to pre-book the meal, all members of the group must either pre-book or decline the meal. Customers booking the following will receive a meal as part of their package: Premier properties as listed previously, Premium Upgrades, customers travelling on long haul routes.The Aldo Zilli range of meals is exclusive to customers travelling on a long haul holiday with our in-house airlines, and may only be available on selected routes. Please note that on rare occasions we may find it necessary to substitute the Zilli range of meals with a similar alternative.
Medical Conditions: If you have a medical condition, serious illness, recently undergone surgery, or have suffered a recent accident, you must be cleared for travel by the airline and may require a Fitness to Fly Certificate from your GP. All requests for medical clearance must be submitted to the airline at least 4 working days before the date of departure. Conditions that require medical clearance include respiratory, coronary or infectious illness.
- Assistance:
If you, or a member of your party, have difficulty in walking 500m, you should advise your agent at the time of booking and advise the airline at least 4 days prior to departure.
- Deep Vein Thrombosis:
Travel involving prolonged immobility can cause problems for some people with bronchial or circulatory problems, such as Deep Vein Thrombosis (DVT). This occurs when a blood clot forms, usually in the lower leg. It is a serious medical condition and needs treatment with blood thinning drugs to prevent clots breaking off from the DVT and travelling to the lungs, causing significant illness and, on rare occasions, death. The risk of deep vein thrombosis occurring while travelling by air is extremely low. However, you can take precautions to further reduce the risk. Who is most at risk from DVT? People with a history of thrombosis, women taking an oral contraceptive pill or who are pregnant, those recently hospitalised, smokers, the obese, some patients with congestive heart failure and people with malignant disease. Dehydration may exacerbate the problem. What can I do to reduce the risk? Exercise your feet and legs from time to time, or walk around if that is possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you believe you might be particularly prone to DVT. People with other conditions may need special assistance from the airline. If you have any concerns about fitness, contact your doctor for advice.
- Oxygen Requests:
Please contact the relevant airline at least 1 month prior to departure for further details on this service.
- Pre-bookable Wheelchairs:
We try to ensure that wheelchair passengers are 1st to embark and last to disembark. Wheelchair assistance must be requested at least 4 days prior to departure. Failure to pre-notify may mean we are unable to provide assistance.
- Travelling while Pregnant:
If you are pregnant you should check with your doctor that it is safe for you to travel. Different airlines apply different rules to women who wish to fly during pregnancy. Most airlines allow travel up to the 28th week. If you are more than 28 weeks pregnant at the time of your return flight, airlines insist on a medical certificate stating your date of confinement, that pregnancy is uncomplicated and you are fit to fly. If you are more than 34 weeks pregnant at the time of your return flight, they will refuse to carry you. If you are expecting twins or more, return travel must be completed by the 32nd week of pregnancy. Please check your travel insurance policy for any restrictions that apply to travelling whilst pregnant as many policies, including our insurance, cover only up to the 28th week. You should check with your holiday adviser to ensure that you can travel on your chosen flight.
Montreal Convention: This is a notice required by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Montreal Convention or the Regulation. It does not form part of the contract between the carrier(s) and you and no representation is made as to the accuracy of the contents of this notice. Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to approximately £80,000, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than approximately £13,000. Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to approximately £3,300. Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to approximately £800. Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to approximately £800. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. Liability of contracting and actual carriers: If the air carrier performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action: Any action in court to claim damages must be brought within 2yrs from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.
Pre-bookable Champagne: For a special treat you can now pre-book champagne to enjoy during the flight.
Pre-bookable Children’s Food: These meals are especially suitable for children. Depending upon your chosen holiday, they may incur a minimal extra charge per child per round trip.
Reserved Seating: : If you reserve your seats you can ensure that you sit with your friends and family during the flight, and you can check in only 90 minutes before departure, instead of 2hrs. You can request it when you book your holiday, or up to 7 days before departure. Not all routes or airlines advertised offer this service. 'Reserved Seating' is available with our in-house airlines and Thomas Cook Airlines, although it cannot be guaranteed. We give you your seat numbers when you check in. We try to accommodate your party on one side of the aisle, although we cannot guarantee this and may have to seat you across the aisle. 'Reserved Seating' is only applicable to those customers who have the same booking reference, we cannot cross-reference multiple bookings. We will refund your fees if we cannot supply 'Reserved Seating', however, as we cannot guarantee it, this is the limit of our liability to you.
UK Airport Lounge Access: This service can be pre-booked at the time of confirming your booking. Airport lounges may not be available at all UK airports and children under 12 are not permitted in the lounges at Gatwick and Manchester airports, please check at the time of booking. This service is available on your return journey from Florida (SFB) airport, and at a selection of other overseas airports. We will try to provide all services on every occasion; however they are subject to availability and operational feasibility, dependent on the location, date and time of travel. We reserve the right to change or cancel these services without prior notification.
Your Flight - Portland
Alcohol and Smoking: You may not drink your own alcohol on a flight, whether you bought it on board, on holiday or in the UK. All charter holiday flights are non-smoking. For safety reasons, on short haul flights, butane lighters must not be packed in hand baggage or hold baggage and must only be carried on your person. Failure to comply with these requirements may result in you and other members of your party being denied boarding.
Airline Codes: In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: International flights: AEA - Air Europa; BA - British Airways; BGH - Balkan; ECA - EuroCypria Airlines; FCA – First Choice Airways; FUA - Futura; IWD - Iberworld; JKK - Spanair; LTE - LTE International; MH – Malaysia airways; MON - Monarch; OHY - Onur Air; PGT - Pegasus; S4 - Sata International; TCX - Thomas Cook Airlines; TG – Thai Airways; TOM - Thomsonfly or First Choice Airways/Thomson Airways from 1 Nov 2008; XLA - XL Airways; XQ - Sun Express; ZB - Monarch scheduled. Internal flights: Egyptian flights - Egypt Air, AMC, Air Cairo. We will notify you of the actual air carrier when we send you your flight tickets. Any changes to the actual carrier after that point will be notified to you prior to check-in or at the boarding gate.
Air travel conditions of carriage: You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention 1929 (as amended) concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and of the Warsaw Convention, on request.
Baggage Limits
- Hand Baggage: You may take 1 item of hand baggage (max. dimensions: 55x45x25cm). The total weight of hand luggage allowance may vary, depending on your holiday. You should be able to lift this yourself into overhead storage compartments. Other bags such as handbags, laptop bags or laptop computers must be carried within the single item of cabin baggage. There are restrictions on what you may carry in your hand luggage – please read carefully the information enclosed with your tickets.
- Hold Baggage Content: Baggage will only be accepted if packed and secured in suitcases or similar containers and capable of withstanding reasonable handling. Any passenger presenting baggage insecurely or insufficiently packed, or already damaged, must sign a disclaimer waiving their right to any subsequent claim. You must not include in your checked baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. The airline has no liability for loss or damage to valuable or fragile items packed in hold baggage however caused. Any single piece of baggage weighing over the 23kg maximum limit will not be accepted by the airline at the check-in desk. Customers who have pre-paid for an additional check-in allowance which places them over the 23kg limit must check in an additional bag.
- Standard luggage allowance: Each customer is entitled to check-in allowance of 20kg baggage and a maximum 5kg for hand baggage. No single item of baggage may exceed 23kg. Baggage allowances are per person, and cannot be pooled across a party (i.e. 25kg for one passenger and 15kg for the other).
- Infants: Infants under the age of 2 now have an individual luggage allowance of 10kg maximum. Folding pushchairs and wheelchairs do not count as part of your baggage allowance, however you will not be charged to carry them when travelling on our in-house airline. Some flights shown are not operated by our in-house airline. The maximum weight for checked baggage on these flights may be limited to 15kg with no additional allowance for infants. The weight allowed for all flights will be shown on your tickets. For customers booking a tour or twin centre, baggage allowance during the tour or twin centre may be less than for the international flights. Please ask your holiday adviser for the latest details.
- Excess Baggage and Sports Equipment: Carriage of excess luggage and sports equipment is subject to a charge and capacity on the day of departure. Customers can pre-book golf clubs, windsurf boards, diving equipment and other sports equipment. If you do not pre-book, you may be able to make the necessary arrangements when checking in at the airport, but charges will apply and carriage cannot be guaranteed. Bowls may be carried free of charge provided they are packed in a sturdy one-piece carrying case, and you do not exceed your baggage allowance. We cannot guarantee that you will be able to take bulky sports equipment with you on the transfer coach to your holiday accommodation.
- Lost / Damaged Baggage: Under the terms of the Montreal Convention, if you do not notify us of any loss or damage to your baggage within 7 days of the discovery of the loss/damage, we will have no liability to you.
Check-in: It is recommended that you check in 3hrs before and a minimum of 2hrs before departure. Your initials and the spelling of your name must be identical on your ticket and in your passport. Your passport and travel documents must be intact, you may not be able to travel if they are damaged or have been tampered with.
Disorderly behaviour: The captain has authority over the aircraft and passengers when they are boarding and on board. He/she may prevent you from travelling if you are considered unfit to do so, or if you pose a danger to the aircraft or passengers. The captain will exercise this right if, for example, you are found to be drunk before or after boarding, if you smoke on board or use threatening, abusive or insulting words or behaviour. In those circumstances, we, or the airline, at our reasonable discretion, may terminate your holiday. We will not be responsible for completing your holiday arrangements, nor will we, or the airline, be liable for any refund, compensation or other costs you may have to pay. We may also seek compensation from you for any losses caused by your behaviour (e.g. the cost of diverting an aircraft). Disruption on board an aircraft is a criminal offence, and you may be prosecuted. If you are refused carriage because of your disruptive behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This may make it difficult for you to book other airline tickets.
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://air-ban.europa.eu/
Seats with extra space: You can reserve seats with extra space for your journey. Some of these seats are located close to emergency exit doors, and some are situated behind a ‘bulkhead’ or dividing wall, where there’s extra space from not having a seat in front of you. For safety reasons, emergency exit seats are only available to passengers who are able bodied and of suitable size. You must have no medical conditions and, in the opinion of the cabin crew or check-in staff, have the strength and full mobility to open the Emergency Exit door. Civil Aviation Authority requirement is that customers aged 14 yrs and over for short and mid haul flights, and customers between 20 and 65 yrs for long haul flights occupy these seats. Extension seatbelts cannot be provided on emergency exit rows. Only a limited number of seats with additional space are available. Flights and Flight Times: The flights shown are operated by UK, European and international scheduled and charter airlines, including our own in-house airline. They use wide and narrow-body jets. We may change airlines or aircraft types at any time; this does not count as a Major Change. Some flights may need to stop en route. If we know about this in advance we will tell you. Flight times shown in the brochure, on the website and on your booking confirmation are not guaranteed. Actual flight times are shown on your tickets. Flight times are local times based on the 24hr system.
Flight Delays: We believe it is our responsibility to look after you if your outbound or return charter flight is delayed for reasons other than Force Majeure. We will keep you informed, and we will provide light refreshments for a delay of 2-4hrs, depending on airport facilities. If the delay is 4-8hrs we will provide a meal, or vouchers for a meal. For a delay of 8-12hrs, we will provide overnight accommodation, if this is necessary and possible. If a flight delay exceeds 5hrs, you are entitled to cancel your flight and receive reimbursement of the cost of the flight element only (this is not a right to reimbursement of the full holiday cost unless the "If we change or cancel your holiday" paragraph in "Our Agreement", in relation to cancellation applies). Arrangements for meals and drinks on All Inclusive holidays apply only to your hotel.
Flight Delay Insurance: Our travel insurance policy includes compensation for major delays. You can buy this insurance when you book your holiday. The benefits payable are in addition to the flight delay refreshment and accommodation policy described above. If you do not take out our insurance, you should check that your chosen policy offers equivalent cover. You must send travel delay claims to your insurance company. You can obtain details of the flight delay from the airline.
Flight Supplements: The holiday prices in the accommodation price panels are based on flights that do not carry a supplement. The flight supplements shown on the Flight pages reflect the additional cost of flying from certain airports, or on certain days of the week. They should be added to or subtracted from the panel price for your holiday. Flights not listed in the brochure, but which become available may also attract extra charges.
General enquiries: For all general enquiries, pre-bookable services, dietary, medical assistance requirements, please speak to your holiday adviser or contact us directly.
In-house Airlines: TUI Travel PLC operates a number of airlines. These include Thomsonfly Ltd and First Choice Airways Ltd. From 1 May 2009 however, these will combine to form Thomson Airways Ltd.
Infants: An infant is defined as any child less than 2yrs of age on the date of return travel. A charge is made for infants under 2yrs of age on the date of their return flight. This is to cover taxes and charges applied directly to the airline. Infants under 6 months must sit on an adult’s lap and wear an infant lap strap. Infants between 6 months and 2yrs must also sit on an adult’s lap secured by an extension seatbelt provided by the airline for take-off and landing. Infants under 2yrs will not be entitled to an in-flight meal. If your child celebrates their second birthday during the holiday, you must book and pay for the appropriate child fare; all children aged 2 and above must have their own seats on the aircraft. If an additional seat has been purchased for an infant, a car seat can be used, as long at it has a proper restraining harness and can be fixed facing forward on the seat of the aircraft. You must bring your own car seat. It should be in good condition, must conform to British Safety standard and you should have the instruction leaflet to show the cabin crew if they need to refer to it. It must not exceed 16 inches or 40cm in width. Carrycots and deluxe child car seats are not suitable, as they do not fit. The carriage of car seats is at the discretion of the airline. These regulations may differ when travelling with a non-British registered airline. Call reservations for information on approved car seats.
Meals on Board: A 3 course meal can be pre-booked for your journey, if travelling on one of our long haul routes, an in-flight meal is included as part of your holiday package. There will be a full range of drinks and snacks for purchase during the flight. Sandwiches will also be available to purchase on selected flights. Please tell us when you book if you require a ‘special dietary meal’. These are on a request basis only and are not guaranteed. For group bookings it will not be possible for individual group members to pre-book the meal, all members of the group must either pre-book or decline the meal. Customers booking the following will receive a meal as part of their package: Premier properties as listed previously. Premium Upgrades, customers travelling on long haul routes.The Aldo Zilli range of meals is exclusive to customers travelling on a long haul holiday with our in-house airlines, and may only be available on selected routes. Please note that on rare occasions we may find it necessary to substitute the Zilli range of meals with a similar alternative.
Medical Conditions: If you have a medical condition, serious illness, recently undergone surgery, or have suffered a recent accident, you must be cleared for travel by the airline and may require a Fitness to Fly Certificate from your GP. All requests for medical clearance must be submitted to the airline at least 4 working days before the date of departure. Conditions that require medical clearance include respiratory, coronary or infectious illness.
- Assistance: If you, or a member of your party, have difficulty in walking 500m, you should advise your agent at the time of booking and advise the airline at least 4 days prior to departure.
- Deep Vein Thrombosis:
Travel involving prolonged immobility can cause problems for some people with bronchial or circulatory problems, such as Deep Vein Thrombosis (DVT). This occurs when a blood clot forms, usually in the lower leg. It is a serious medical condition, and needs treatment with blood thinning drugs to prevent clots breaking off from the DVT and travelling to the lungs, causing significant illness and, on rare occasions, death. The risk of deep vein thrombosis occurring while travelling by air is extremely low. However, you can take precautions to further reduce the risk. Who is most at risk from DVT? People with a history of thrombosis, women taking an oral contraceptive pill or who are pregnant, those recently hospitalised, smokers, the obese, some patients with congestive heart failure and people with malignant disease. Dehydration may exacerbate the problem. What can I do to reduce the risk? Exercise your feet and legs from time to time, or walk around if that is possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you believe you might be particularly prone to DVT. People with other conditions may need special assistance from the airline. If you have any concerns about fitness, contact your doctor for advice.
- Oxygen Requests: Please contact the relevant airline at least 1 month prior to departure for further details.
- Pre-bookable Wheelchairs: We try to ensure that wheelchair passengers are 1st to embark and last to disembark. Wheelchair assistance must be requested at least 4 days prior to departure. Failure to pre-notify may mean we are unable to provide assistance.
- Travelling while Pregnant: If you are pregnant you should check with your doctor that it is safe for you to travel. Different airlines apply different rules to women who wish to fly during pregnancy. Most airlines allow travel up to the 28th week. If you are more than 28 weeks pregnant at the time of your return flight, airlines insist on a medical certificate stating your date of confinement, that pregnancy is uncomplicated and you are fit to fly. If you are more than 34 weeks pregnant at the time of your return flight, they will refuse to carry you. If you are expecting twins or more, return travel must be completed by the 32nd week of pregnancy. Please check your travel insurance policy for any restrictions that apply to travelling whilst pregnant as many policies, including our insurance, cover only up to the 28th week. You should check with your holiday adviser to ensure that you can travel on your chosen flight.
Montreal Convention: This is a notice required by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Montreal Convention or the Regulation. It does not form part of the contract between the carrier(s) and you and no representation is made as to the accuracy of the contents of this notice. Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to approximately £80,000, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than approximately £13,000. Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to approximately £3,300. Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to approximately £800. Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to approximately £800. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. Liability of contracting and actual carriers: If the air carrier performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action: Any action in court to claim damages must be brought within 2yrs from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.
Pre-bookable Champagne: For a special treat you can now pre-book a full or half bottle of champagne to enjoy during the flight.
Pre-bookable Children’s Food: These meals are especially suitable for children. Depending upon your chosen holiday, they may incur a minimal extra charge per child per round trip.
Reserved Seating: : If you reserve your seats you can ensure that you sit with your friends and family during the flight, and you can check in only 90 mins before departure, instead of 2hrs. You can request it when you book your holiday, or up to 7 days before departure. Not all routes or airlines advertised offer this service. 'Reserved Seating' is available with our in-house airlines and Thomas Cook Airlines, although it cannot be guaranteed. We give you your seat numbers when you check in. We try to accommodate your party on one side of the aisle, although we cannot guarantee this and may have to seat you across the aisle.'Reserved Seating' is only applicable to those customers whom have the same booking reference, we cannot cross-reference multiple bookings.We will refund your fees if we cannot supply 'Reserved Seating', however, as we cannot guarantee it, this is the limit of our liability to you.
UK Airport Lounge Access: This service can be pre-booked with your holiday advisor at the time of confirming your booking. Airport lounges may not be available at all UK airports and children under 12 are not permitted in the lounges at Gatwick and Manchester airports - please check at the time of booking. This service is available on your return journey from Florida (SFB) airport, but is not available at all other overseas airports. We will try to provide all services on every occasion, however they are subject to availability and operational feasibility, dependent on the location, date and time of travel. We reserve the right to change or cancel these services without prior notification.
Your Flight - Skytours
Alcohol and Smoking: You may not drink your own alcohol on a flight, whether you bought it on board, on holiday or in the UK. All charter holiday flights are non-smoking. For safety reasons, on short haul flights, butane lighters must not be packed in hand baggage or hold baggage and must only be carried on your person. Failure to comply with these requirements may result in you and other members of your party being denied boarding.
Airline Codes: In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: International flights: AEA - Air Europa; BA - British Airways; BGH - Balkan; ECA - EuroCypria Airlines; FUA - Futura; IWD - Iberworld; JKK - Spanair; LTE - LTE International; MH – Malaysia airways; MON - Monarch; OHY - Onur Air; PGT - Pegasus; S4 - Sata International; TCX - Thomas Cook Airlines; TG – Thai Airways; TOM - Thomsonfly or First Choice Airways/Thomson Airways from 1 Nov 2008; XLA - XL Airways; XQ - Sun Express; ZB - Monarch scheduled. Internal flights: Egyptian flights - Egypt Air, AMC, Air Cairo. We will notify you of the actual air carrier when we send your flight tickets. Any changes to the actual carrier after that point will be notified to you prior to check-in or at the boarding gate.
Air travel conditions of carriage: You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention 1929 (as amended) concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and of the Warsaw Convention, on request.
Baggage Limits
- Hand Baggage: You may take 1 item of hand baggage (max. dimensions: 55x45x25cm). The total weight of hand luggage allowance may vary, depending on your holiday. You should be able to lift this yourself into overhead storage compartments. Other bags such as handbags, laptop bags or laptop computers must be carried within the single item of cabin baggage. There are restrictions on what you may carry in your hand luggage – please read carefully the information enclosed with your tickets.
- Hold Baggage Content: Baggage will only be accepted if packed and secured in suitcases or similar containers and capable of withstanding reasonable handling. Any passenger presenting baggage insecurely or insufficiently packed, or already damaged, must sign a disclaimer waiving their right to any subsequent claim. You must not include in your checked baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. The airline has no liability for loss or damage to valuable or fragile items packed in hold baggage however caused. Any single piece of baggage weighing over the 23kg maximum limit will not be accepted by the airline at check-in. Customers who have pre-paid for an additional check-in allowance which places them over the 23kg limit must check in an additional bag.
- Skytours and Saver holidays: Customers on a Saver holiday may have a reduced baggage allowance of 15kg. An additional 5kg can be purchased at the time of booking.
- Standard luggage allowance: Each customer is entitled to check-in allowance of 20kg baggage and a maximum 5kg for hand baggage. No single item of baggage may exceed 23kg. Baggage allowances are per person and cannot be pooled across a party (i.e. 25kg for one passenger and 15kg for the other).
- Infants: Infants under the age of 2 now have an individual luggage allowance of 10kg. Folding pushchairs and wheelchairs do not count as part of your baggage allowance, however you will not be charged to carry them when travelling on our in-house airline. Some flights shown are not operated by our in-house airline. The maximum weight for checked baggage on these flights may be limited to 15kg with no additional allowance for infants. The weight allowed for all flights will be shown on your tickets. For customers booking a tour or twin centre, baggage allowance during the tour or twin centre may be less than for the international flights. Please ask your holiday adviser for the latest details.
- Excess Baggage and Sports Equipment: Carriage of all excess luggage and sports equipment is subject to a charge and capacity on the day of departure. Customers can pre-book golf clubs, windsurf boards, diving equipment and other sports equipment. If you do not pre-book, you may be able to make the necessary arrangements when checking in at the airport, but charges will apply and carriage cannot be guaranteed. Bowls may be carried free of charge provided they are packed in a sturdy one-piece carrying case, and you do not exceed your baggage allowance. We cannot guarantee that you will be able to take bulky sports equipment with you on the transfer coach to your holiday accommodation.
- Lost / Damaged Baggage: Under the terms of the Montreal Convention, if you do not notify us of any loss or damage to your baggage within 7 days of the discovery of the loss/damage, we will have no liability to you.
Check-in: It is recommended that you check in 3hrs before and a minimum of 2hrs before departure. Your initials and the spelling of your name must be identical on your ticket and in your passport. Your passport and travel documents must be intact, you may not be able to travel if they are damaged or have been tampered with.
Disorderly behaviour: The captain has authority over the aircraft and passengers when they are boarding and on board. He/she may prevent you from travelling if you are considered unfit to do so, or if you pose a danger to the aircraft or passengers. The captain will exercise this right if, for example, you are found to be drunk before or after boarding, if you smoke on board or use threatening, abusive or insulting words or behaviour. In those circumstances, we, or the airline, at our reasonable discretion, may terminate your holiday. We will not be responsible for completing your holiday arrangements, nor will we, or the airline, be liable for any refund, compensation or other costs you may have to pay. We may also seek compensation from you for any losses caused by your behaviour (e.g. the cost of diverting an aircraft). Disruption on board an aircraft is a criminal offence, and you may be prosecuted. If you are refused carriage because of your disruptive behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This may make it difficult for you to book other airline tickets.
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://air-ban.europa.eu/
Seats with extra space: You can reserve seats with extra space for your journey. Some of these seats are located close to emergency exit doors, and some are situated behind a ‘bulkhead’ or dividing wall, where there’s extra space from not having a seat in front of you. For safety reasons, emergency exit seats are only available to passengers who are able bodied and of suitable size. You must have no medical conditions and, in the opinion of the cabin crew or check-in staff, have the strength and full mobility to open the Emergency Exit door. Civil Aviation Authority requirement is that customers aged 14 yrs and over for short and mid haul flights, and customers between 20 and 65 yrs for long haul flights occupy these seats. Extension seatbelts cannot be provided on emergency exit rows. Only a limited number of seats with additional space are available. Flights and Flight Times: The flights shown are operated by UK, European and international scheduled and charter airlines, including our own in-house airline. They use wide and narrow-body jets. We may change airlines or aircraft types at any time; this does not count as a Major Change. Some flights may need to stop en route. If we know about this in advance we will tell you. Flight times shown in the brochure, on the website and on your booking confirmation are not guaranteed. Actual flight times are shown on your tickets. Flight times are local times based on the 24hr system.
Flight Delays: We believe it is our responsibility to look after you if your outbound or return charter flight is delayed for reasons other than Force Majeure. We will keep you informed, and we will provide light refreshments for a delay of 2-4 hrs, depending on airport facilities. If the delay is 4-8 hrs we will provide a meal, or vouchers for a meal. For a delay of 8-12 hrs, we will provide overnight accommodation, if this is necessary and possible. In the event that any flight delay exceeds 5 hrs, you are entitled to cancel your flight and receive reimbursement of the cost of the flight element only (this is not a right to reimbursement of the full holiday cost unless the "If we change or cancel your holiday" paragraph in "Our Agreement", in relation to cancellation applies). Arrangements for meals and drinks on All Inclusive holidays apply only to your hotel.
Flight Delay Insurance: Our travel insurance policy includes compensation for major delays. You can buy this insurance when you book your holiday. The benefits payable are in addition to the flight delay refreshment and accommodation policy described above. If you do not take out our insurance, you should check that your chosen policy offers equivalent cover. You must send travel delay claims to your insurance company. You can obtain details of the flight delay from the airline.
Flight Supplements: The holiday prices in the accommodation price panels are based on flights that do not carry a supplement. The flight supplements shown on the Flight pages reflect the additional cost of flying from certain airports, or on certain days of the week. They should be added to or subtracted from the panel price for your holiday. Flights not listed in the brochure, but which become available may also attract extra charges.
General enquiries: For all general enquiries, pre-bookable services, dietary, medical assistance requirements, please speak to your holiday adviser or contact us directly.
In-house Airlines: TUI Travel PLC operates a number of airlines. These include Thomsonfly Ltd and First Choice Airways Ltd. From 1 May 2009 however, these will combine to form Thomson Airways Ltd.
Infants: An infant is defined as any child less than 2 yrs of age on the date of return travel. A charge is made for infants under 2 yrs on the date of their return flight. This is to cover taxes and charges applied directly to the airline. Infants under 6 months must sit on an adult’s lap and wear an infant lap strap. Infants between 6 months and 2 yrs must also sit on an adult’s lap secured by an extension seatbelt provided by the airline for take-off and landing. Infants under 2 yrs will not be entitled to an in-flight meal. If your child celebrates their 2nd birthday during the holiday, you must book and pay for the appropriate child fare; all children aged 2 and above must have their own seats on the aircraft. If an additional seat has been purchased for an infant, a car seat can be used, as long at it has a proper restraining harness and can be fixed facing forward on the seat of the aircraft. You must bring your own car seat. It should be in good condition, must conform to British Safety standards and you should have the instruction leaflet to show the cabin crew if they need to refer to it. It must not exceed 16 inches or 40cm in width. Carrycots and deluxe child car seats are not suitable, as they do not fit. The carriage of car seats is at the discretion of the airline. These regulations may differ when travelling with a non-British registered airline. Call reservations for information on approved car seats.
Meals on Board: A 3 course meal can be pre-booked for your journey, if travelling on one of our longhaul routes, an in-flight meal is included as part of your holiday package. There will be a full range of drinks and snacks for purchase during the flight. Sandwiches will also be available to purchase on selected flights. Please tell us when you book if you require a ‘special dietary meal’. These are on a request basis only and are not guaranteed. For group bookings it will not be possible for individual group members to pre-book the meal, all members of the group must either pre-book or decline the meal. Customers booking the following will receive a meal as part of their package: Premier properties as listed previously, Premium Upgrades, customers travelling on long haul routes.The Aldo Zilli range of meals is exclusive to customers travelling on a longhaul holiday with our in-house airlines, and may only be available on selected routes. Please note that on rare occasions we may find it necessary to substitute the Zilli range of meals with a similar alternative.
Medical Conditions: If you have a medical condition, serious illness, recently undergone surgery, or have suffered a recent accident, you must be cleared for travel by the airline and may require a Fitness to Fly Certificate from your GP. All requests for medical clearance must be submitted to the airline at least 4 working days before the date of departure. Conditions that require medical clearance include respiratory, coronary or infectious illness.
- Assistance: If you, or a member of your party, have difficulty in walking 500m, you should advise your agent at the time of booking and advise the airline at least 4 days prior to departure.
- Deep Vein Thrombosis: Travel involving prolonged immobility can cause problems for some people with bronchial or circulatory problems, such as Deep Vein Thrombosis (DVT). This occurs when a blood clot forms, usually in the lower leg. It is a serious medical condition, and needs treatment with blood thinning drugs to prevent clots breaking off from the DVT and travelling to the lungs, causing significant illness and, on rare occasions, death. The risk of deep vein thrombosis occurring while travelling by air is extremely low. However, you can take precautions to further reduce the risk. Who is most at risk from DVT? People with a history of thrombosis, women taking an oral contraceptive pill or who are pregnant, those recently hospitalised, smokers, the obese, some patients with congestive heart failure and people with malignant disease. Dehydration may exacerbate the problem. What can I do to reduce the risk? Exercise your feet and legs from time to time, or walk around if that is possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you believe you might be particularly prone to DVT. People with other conditions may need special assistance from the airline. If you have any concerns about fitness, contact your doctor for advice.
- Oxygen Requests: Please contact the relevant airline at least 1 month prior to departure for further details.
- Pre-bookable Wheelchairs: We try to ensure that wheelchair passengers will be 1st to embark and last to disembark. Wheelchair assistance must be requested at least 4 days prior to departure. Failure to pre-notify may mean we are unable to provide assistance.
- Travelling while Pregnant: If you are pregnant you should check with your doctor that it is safe for you to travel. Different airlines apply different rules to women who wish to fly during pregnancy. Most airlines allow travel up to the 28th week. If you are more than 28 weeks pregnant at the time of your return flight, airlines insist on a medical certificate stating your date of confinement, that pregnancy is uncomplicated and you are fit to fly. If you are more than 34 weeks pregnant at the time of your return flight, they will refuse to carry you. If you are expecting twins or more, return travel must be completed by the 32nd week of pregnancy. Please check your travel insurance policy for any restrictions that apply to travelling whilst pregnant as many policies, including our insurance, cover only up to the 28th week. You should check with your holiday adviser to ensure that you can travel on your chosen flight.
Montreal Convention: This is a notice required by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Montreal Convention or the Regulation. It does not form part of the contract between the carrier(s) and you and no representation is made as to the accuracy of the contents of this notice. Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to approximately £80,000, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than approximately £13,000. Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to approximately £3,300. Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to approximately £800. Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to approximately £800. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within 7 days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. Liability of contracting and actual carriers: If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action: Any action in court to claim damages must be brought within 2 years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.
Pre-bookable Champagne: For a special treat you can now pre-book champagne to enjoy during the flight.
Pre-bookable Children’s Food: These meals are especially suitable for children. Depending upon your chosen holiday, they may incur a minimal extra charge per child per round trip.
Reserved Seating: If you reserve your seats you can ensure that you sit with your friends and family during the flight, and you can check in only 90 minutes before departure, instead of 2 hrs. You can request it when you book your holiday, or up to 7 days before departure. Not all routes or airlines advertised offer this service. 'Reserved Seating' is available with our in-house airlines and Thomas Cook Airlines, although it cannot be guaranteed. We give you your seat numbers when you check in. We try to accommodate your party on one side of the aisle, although we cannot guarantee this and may have to seat you across the aisle. 'Reserved Seating' is only applicable to those customers whom have the same booking reference, we cannot cross-reference multiple bookings. We will refund your fees if we cannot supply 'Reserved Seating', however, as we cannot guarantee it, this is the limit of our liability to you.
UK Airport Lounge Access: This service can be pre-booked at the time of confirming your booking. Airport lounges may not be available at all UK airports and children under 12 are not permitted in the lounges at Gatwick and Manchester airports, please check at the time of booking. This service is available on your return journey from Florida (SFB) airport, but is not available at all other overseas airports. We will try to provide all services on every occasion, however they are subject to availability and operational feasibility, dependent on the location, date and time of travel. We reserve the right to change or cancel these services without prior notification.
Your Flight - Egypt
Alcohol and Smoking: You may not drink your own alcohol on a flight, whether you bought it on board, on holiday or in the UK. All charter holiday flights are non-smoking. For safety reasons, on short haul flights, butane lighters must not be packed in hand baggage or hold baggage; and must only be carried on your person. Failure to comply with these requirements may result in you and other members of your party being denied boarding.
Airline Codes: In accordance with EU regulations we are required to advise you of the actual air carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: International flights: AEA - Air Europa; BA - British Airways; BGH - Balkan; ECA - EuroCypria Airlines; FUA - Futura; IWD - Iberworld; JKK - Spanair; LTE - LTE International; MH – Malaysia airways; MON - Monarch; OHY - Onur Air; PGT - Pegasus; S4 - Sata International; TCX - Thomas Cook Airlines; TG – Thai Airways; TOM - Thomsonfly or First Choice Airways/Thomson Airways from 1 Nov 2008; XLA - XL Airways; XQ - Sun Express; ZB - Monarch scheduled. Internal flights: Egyptian flights - Egypt Air, AMC, Air Cairo. We will notify you of the actual air carrier when we send your flight tickets. Any changes to the actual carrier after that point will be notified to you prior to check-in or at the boarding gate.
Air travel conditions of carriage: You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Warsaw Convention 1929 (as amended) concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and of the Warsaw Convention, on request.
Baggage Limits
- Hand Baggage: You may take 1 item of hand baggage (max. dimensions: 55x45x25cm). The total weight of hand luggage allowance may vary, depending on your holiday. You should be able to lift this yourself into overhead storage compartments. Other bags such as handbags, laptop bags or laptop computers must be carried within the single item of cabin baggage. There are restrictions on what you may carry in your hand luggage – please read carefully the information enclosed with your tickets.
- Hold Baggage Content: Baggage will only be accepted if packed and secured in suitcases or similar containers and capable of withstanding reasonable handling. Any passenger presenting baggage insecurely or insufficiently packed, or already damaged, must sign a disclaimer waiving their right to any subsequent claim. You must not include in your checked baggage money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. The airline has no liability for loss or damage to valuable or fragile items packed in hold baggage however caused. Any single piece of baggage weighing over the 23kg maximum limit will not be accepted by the airline at check-in. Customers who have pre-paid for an additional check-in allowance which places them over the 23kg limit must check in an additional bag.
- Standard luggage allowance: Each customer is entitled to a check-in allowance of 20kg baggage and a maximum 5kg for hand baggage. No single item of baggage may exceed 23kg. Baggage allowances are per person and cannot be pooled across a party (i.e. 25kg for one passenger and 15kg for the other).
- Premier & Premium Upgrade luggage allowance: Each customer is entitled to a check-in allowance of 23kg and a maximum 7kg for hand baggage. This is only applicable to Premier and Premium upgrade customers, no single item of baggage may exceed 23kg.
- Infants: Infants under the age of 2 now have an individual luggage allowance of 10kg. Folding pushchairs and wheelchairs do not count as part of your baggage allowance, however you will not be charged to carry them when travelling on our in-house airline. Some flights shown are not operated by our in-house airline. The maximum weight for checked baggage on these flights may be limited to 15kg with no additional allowance for infants. The weight allowed for all flights will be shown on your tickets. For customers booking a tour or twin centre, baggage allowance during the tour or twin centre may be less than for the international flights. Please ask your holiday adviser for the latest details.
- Excess Baggage and Sports Equipment: Carriage of excess luggage and sports equipment is subject to a charge and capacity on the day of departure. Customers can pre-book golf clubs, windsurf boards, diving equipment and other sports equipment. If you do not pre-book, you may be able to make the necessary arrangements when checking in at the airport, but charges will apply and carriage cannot be guaranteed. Bowls may be carried free of charge provided they are packed in a sturdy one-piece carrying case, and you do not exceed your baggage allowance. We cannot guarantee that you will be able to take bulky sports equipment with you on the transfer coach to your holiday accommodation.
- Lost / Damaged Baggage: Under the terms of the Montreal Convention, if you do not notify us of any loss or damage to your baggage within 7 days of the discovery of the loss/damage, we will have no liability to you.
Check-in: It is recommended that you check in 3hrs before and a minimum of 2hrs before departure. Your initials and the spelling of your name must be identical on your ticket and in your passport. Your passport and travel documents must be intact, you may not be able to travel if they are damaged or have been tampered with.
Disorderly behaviour: The captain has authority over the aircraft and passengers when they are boarding and on board. He/she may prevent you from travelling if you are considered unfit to do so, or if you pose a danger to the aircraft or passengers. The captain will exercise this right if, for example, you are found to be drunk before or after boarding, if you smoke on board or use threatening, abusive or insulting words or behaviour. In those circumstances, we, or the airline, at our reasonable discretion, may terminate your holiday. We will not be responsible for completing your holiday arrangements, nor will we, or the airline, be liable for any refund, compensation or other costs you may have to pay. We may also seek compensation from you for any losses caused by your behaviour (e.g. the cost of diverting an aircraft). Disruption on board an aircraft is a criminal offence, and you may be prosecuted. If you are refused carriage because of your disruptive behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This may make it difficult for you to book other airline tickets.
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available at http://air-ban.europa.eu/
Seats with extra space: You can reserve seats with extra space for your journey. Some of these seats are located close to emergency exit doors, and some are situated behind a ‘bulkhead’ or dividing wall, where there’s extra space from not having a seat in front of you. For safety reasons, emergency exit seats are only available to passengers who are able bodied and of suitable size. You must have no medical conditions and, in the opinion of the cabin crew or check-in staff, have the strength and full mobility to open the Emergency Exit door. Civil Aviation Authority requirement is that customers aged 14 yrs and over for short and mid haul flights, and customers between 20 and 65 yrs for long haul flights occupy these seats. Extension seatbelts cannot be provided on emergency exit rows. Only a limited number of seats with additional space are available. Flights and Flight Times: The flights shown are operated by UK, European and international scheduled and charter airlines, including our own in-house airline. They use wide and narrow-body jets. We may change airlines or aircraft types at any time; this does not count as a Major Change. Some flights may need to stop en route. If we know about this in advance we will tell you. Flight times shown in the brochure, on the website and on your booking confirmation are not guaranteed. Actual flight times are shown on your tickets. Flight times are local times based on the 24hr system.
Flight Delays: We believe it is our responsibility to look after you if your outbound or return charter flight is delayed for reasons other than Force Majeure. We will keep you informed, and we will provide light refreshments for a delay of 2-4 hrs, depending on airport facilities. If the delay is 4-8 hrs we will provide a meal, or vouchers for a meal. For a delay of 8-12 hrs, we will provide overnight accommodation, if this is necessary and possible. If a flight delay exceeds 5 hrs, you are entitled to cancel your flight and receive reimbursement of the cost of the flight element only (this is not a right to reimbursement of the full holiday cost unless the "If we change or cancel your holiday" paragraph in "Our Agreement", in relation to cancellation applies). Arrangements for meals and drinks on All Inclusive holidays apply only to your hotel.
Flight Delay Insurance: Our travel insurance policy includes compensation for major delays. You can buy this insurance when you book your holiday. The benefits payable are in addition to the flight delay refreshment and accommodation policy described above. If you do not take out our insurance, you should check that your chosen policy offers equivalent cover. You must send travel delay claims to your insurance company. You can obtain details of the flight delay from the airline.
Flight Supplements: The holiday prices in the accommodation price panels are based on flights that do not carry a supplement. The flight supplements shown on the Flight pages reflect the additional cost of flying from certain airports, or on certain days of the week. They should be added to or subtracted from the panel price for your holiday. Flights not listed in the brochure, but which become available may also attract extra charges.
General enquiries: For all general enquiries, pre-bookable services, dietary, medical and assistance requirements, please speak to your holiday adviser or contact us directly.
In-house Airlines: TUI Travel PLC operates a number of airlines. These include Thomsonfly Ltd and First Choice Airways Ltd. From 1 May 2009 however, these will combine to form Thomson Airways Ltd.
Infants: An infant is defined as any child less than 2 yrs of age on the date of return travel. A charge is made for infants under 2 yrs of age on the date of their return flight. This is to cover taxes and charges applied directly to the airline. Infants under 6 months must sit on an adult’s lap and wear an infant lap strap. Infants between 6 months and 2 yrs must also sit on an adult’s lap secured by an extension seatbelt provided by the airline for take-off and landing. Infants under 2 yrs will not be entitled to an in-flight meal. If your child celebrates their 2nd birthday during the holiday, you must book and pay for the appropriate child fare; all children aged 2 and above must have their own seats on the aircraft. If an additional seat has been purchased for an infant, a car seat can be used, as long as it has a proper restraining harness and can be fixed facing forward on the seat of the aircraft. You must bring your own car seat. It should be in good condition, must conform to British Safety Standards and you should have the instruction leaflet to show the cabin crew if they need to refer to it. It must not exceed 16 inches or 40cm in width. Carrycots and deluxe child car seats are not suitable, as they do not fit. The carriage of car seats is at the discretion of the airline. These regulations may differ when travelling with a non-British registered airline. Call reservations for information on approved car seats.
Meals on Board: A 3 course meal can be pre-booked for your journey, if travelling on one of our longhaul routes, an in-flight meal is included as part of your holiday package. There will be a full range of drinks and snacks for purchase during the flight. Sandwiches will also be available on selected flights. Please tell us when you book if you require a ‘special dietary meal’. These are on a request basis only and are not guaranteed. For group bookings it will not be possible for individual group members to pre-book the meal, all members of the group must either pre-book or decline the meal. Customers booking the following will receive a meal as part of their package: Premier properties as listed previously, Premium Upgrades, customers travelling on long haul routes.The Aldo Zilli range of meals is exclusive to customers travelling on a long haul holiday with our in-house airlines, and may only be available on selected routes. Please note that on rare occasions we may find it necessary to substitute the Zilli range of meals with a similar alternative.
Medical Conditions: If you have a medical condition, serious illness, recently undergone surgery, or have suffered a recent accident, you must be cleared for travel by the airline and may require a Fitness to Fly Certificate from your GP. All requests for medical clearance must be submitted to the airline at least 4 working days before the date of departure. Conditions that require medical clearance include respiratory, coronary or infectious illness.
- Assistance: If you, or a member of your party, have difficulty in walking 500m, you should advise your agent at the time of booking and the airline at least 4 days prior to departure.
- Deep Vein Thrombosis: Travel involving prolonged immobility can cause problems for some people with bronchial or circulatory problems, such as Deep Vein Thrombosis (DVT). This occurs when a blood clot forms, usually in the lower leg. It is a serious medical condition and needs treatment with blood thinning drugs to prevent clots breaking off from the DVT and travelling to the lungs, causing significant illness and, on rare occasions, death. The risk of deep vein thrombosis occurring while travelling by air is extremely low. However, you can take precautions to further reduce the risk. Who is most at risk from DVT? People with a history of thrombosis, women taking an oral contraceptive pill or who are pregnant, those recently hospitalised, smokers, the obese, some patients with congestive heart failure and people with malignant disease. Dehydration may exacerbate the problem. What can I do to reduce the risk? Exercise your feet and legs from time to time, or walk around if that is possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you believe you might be particularly prone to DVT. People with other conditions may need special assistance from the airline. If you have any concerns about fitness, contact your doctor for advice.
- Oxygen Requests: Please contact the relevant airline at least 1 month prior to departure for further details.
- Pre-bookable Wheelchairs: We try to ensure that wheelchair passengers are 1st to embark and last to disembark. Wheelchair assistance must be requested at least 4 days prior to departure. Failure to pre-notify may mean we are unable to provide assistance.
- Travelling while Pregnant: If you are pregnant you should check with your doctor that it is safe for you to travel. Different airlines apply different rules to women who wish to fly during pregnancy. Most airlines allow travel up to the 28th week. If you are more than 28 weeks pregnant at the time of your return flight, airlines insist on a medical certificate stating your date of confinement, that pregnancy is uncomplicated and you are fit to fly. If you are more than 34 weeks pregnant at the time of your return flight, they will refuse to carry you. If you are expecting twins or more, return travel must be completed by the 32nd week of pregnancy. Please check your travel insurance policy for any restrictions that apply to travelling whilst pregnant as many policies, including our insurance, cover only up to the 28th week. You should check with your holiday advisor to ensure that you can travel on your chosen flight.
Montreal Convention: This is a notice required by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Montreal Convention or the Regulation. It does not form part of the contract between the carrier(s) and you and no representation is made as to the accuracy of the contents of this notice. Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to approximately £80,000, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than approximately £13,000. Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to approximately £3,300. Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to approximately £800. Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to approximately £800. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. Liability of contracting and actual carriers: If the air carrier performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action: Any action in court to claim damages must be brought within 2 yrs from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.
Pre-bookable Champagne: For a special treat you can now pre-book champagne to enjoy during the flight.
Pre-bookable Children’s Food: These meals are especially suitable for children. Depending upon your chosen holiday, they may incur a minimal extra charge per child per round trip.
Premium Upgrade (Short haul): Where available, upgrade to our Premium Service and enjoy a more comfortable seat with extra legroom. In addition to the award winning service offered by our specially trained cabin crew, you can enjoy a complimentary 3-course meal, a complimentary drink from the bar both pre-takeoff and in-flight, and reserved seating. Please ask your holiday adviser for the latest details. Priority Service for Premium passengers is subject to availability on the day. Please note we will endeavour to seat your party together but due to seat configurations and/or size of party this cannot be guaranteed. Please note that the Premium Service Upgrade is in addition to the standard low, mid or high supplement. See the Flight pages for more details.
Reserved Seating: : If you reserve your seats you can ensure that you sit with your friends and family during the flight, and you can check in only 90 mins before departure, instead of 2 hrs. You can request it when you book your holiday, or up to 7 days before departure. Not all routes or airlines advertised offer this service. 'Reserved Seating' is available with our in-house airlines and Thomas Cook Airlines, although it cannot be guaranteed. We give you your seat numbers when you check in. We try to accommodate your party on one side of the aisle, although we cannot guarantee this and may have to seat you across the aisle. 'Reserved Seating' is only applicable to those customers whom have the same booking reference; we cannot cross-reference multiple bookings. We will refund your fees if we cannot supply 'Reserved Seating', however, as we cannot guarantee it, this is the limit of our liability to you.
UK Airport Lounge Access: This service can be pre-booked at the time of confirming your booking. Airport lounges may not be available at all UK airports and children under 12 are not permitted in the lounges at Gatwick and Manchester airports, please check at the time of booking. We will try to provide all services on every occasion; however they are subject to availability and operational feasibility, dependent on the location, date and time of travel. We reserve the right to change or cancel these services without prior notification.
Premium Upgrade - Short Haul
Where available, upgrade to our Premium Service and enjoy a more comfortable seat with extra legroom. In addition to the award winning service offered by our specially trained cabin crew, you can enjoy a complimentary 3-course meal, a complimentary drink both pre-takeoff and in-flight, and reserved seating. Priority Service for Premium passengers is subject to availability on the day. Please note we will endeavour to seat your party together but due to seat configurations and/or size of party this cannot be guaranteed. Please note that the Premium Service Upgrade is in addition to the standard low, mid or high supplement. See the Flight pages for more details.
Premium Upgrade - Long Haul
Upgrade to our dedicated Premium cabin and experience our specially designed seats with a minimum 36” pitch. In addition to the award-winning service offered by our specially trained crew you can enjoy a complimentary 4 course meal, complimentary drinks throughout your flight (excluding champagne), reserved seating in the Premium cabin and your own personal 9” TV screen. To book an upgrade, please speak to your holiday adviser. Priority check-in for Premium passengers is subject to availability on the day. We will endeavour to seat your party together but due to seat configurations and/or size of party this cannot be guaranteed. Please note that the Premium Service Upgrade is in addition to the standard low, mid or high supplement. See the Flight pages for more details.
Your Accommodation and Resort
Accommodation Brochure Ratings: Ratings are based on our annual appraisals and customers' views taken from the end-of-holiday Customer Satisfaction Questionnaires. Hotels and apartments are rated from `2' for no-frills, good value accommodation to `5' for more comfort and a wider range of facilities. There may be some differences between accommodation that shares the same rating. This is where our plus rating can be a useful extra guide.
Accommodation Options: Accommodation options are non-refundable once in resort if the option is no longer required.
Adjacent rooms: Some room types are sold as adjacent rooms. They will usually share some facilities such as an entrance or a bathroom and are available at selected accommodation at a small supplement. The facilities can vary so please check the individual hotel description. When booking, the room description will contain the word ADJ. By booking 1 of this room type you will receive 2 adjacent rooms. The full adult price is applicable for the minimum occupancies of both rooms. Child discounts therefore cannot be applied until the combined minimum occupancy has been reached. For example, the minimum occupancy for a twin plus an adjacent twin is 4. Where a specific adjacent room type is not available, it may still be possible to request 2 or more rooms together. However, any such requests cannot be guaranteed.
Adult Properties: Adults hotels either displaying an adults logo or featured in the Adults brochure have been chosen because of the adult focus in terms of facilities and destination. Additionally customers who have stayed at these properties have a comparatively low ratio of children travelling with them. There is no guarantee of the properties being childfree and these hotels may have children’s facilities within the complex. Exclusive for adults hotels have minimum customer ages of either 16 or 18. With each hotel we have endeavoured to ensure that the hotelier maintains a child free environment throughout the hotel. We also offer no incentives for children such as discounted prices or child friendly hotel facilities. Whilst every effort will be made to ensure an adult only environment we cannot legislate against children being booked as adults but you can be certain that every effort has been made to deter customers from doing so.
All Inclusive Hotels
- You may have to wear a wristband or carry ID to qualify for the full range of benefits. Under-18s should not expect to be served alcohol. In addition, local laws on the minimum age for alcohol consumption will apply.
- Times for free drinks, meals and snacks can vary. Your All Inclusive package may not include bottled mineral water and specific (e.g. imported or branded) drinks. You’ll need cash for extras such as excursions, telephone calls and safety deposit boxes.
- A la carte meals may not be included. Some restaurants require reservations and are subject to availability.
- Not all bars and restaurants operate on an All Inclusive basis. Cash bars may operate once All Inclusive bars close.
- You are usually charged for motorised sports and there are time limits or age/experience restrictions on some sporting activities. You may have to pay a deposit to hire equipment.
- Sessions per guest for some facilities will be limited.
- You’ll need to pay extra for items such as excursions, telephone calls and safety deposit boxes.
- Hotels can refuse to serve alcohol to guests who, in their judgement, are intoxicated. We and the hotels may confiscate bracelets/ID’s from guests who misbehave or abuse the All Inclusive benefits.
- All Inclusive packages end when you check out of your room, even if your flight does not leave until later that day. In some cases you can pay a fee to continue using the All Inclusive facilities.
- In the unlikely event that a delay to your return flight means you spend extra time in resort (not necessarily at your original accommodation), any refreshment supplied will be according to the airline’s instructions and not the board basis of the hotel you booked. For a full description of what’s included, see the individual hotel description.
Arriving/Departing Your Accommodation: The ‘Holiday Length’ or ‘Number of Nights’ tells you the number of nights your room (whether in a hotel or apartment, on a tour or cruise) has been reserved for you. If your holiday flight departs at night and arrives in resort at night or in the early hours of the morning, your accommodation will be ready and waiting for you – this counts as your 1st night in the accommodation. If your flight departs early in the morning and you arrive at your accommodation before midday, your room may not be ready.
Bed Sharing: In hotel rooms with just 3 single or 2 double beds, the 1st and 2nd children must share a bed to qualify for the child price. Bed sharing is only allowed where the children’s combined ages do not exceed 11yrs. Where the children’s combined ages do exceed 11yrs, only 1 child can be accommodated in the room. Some hoteliers do not allow bed sharing.
Building Work: From time to time, building work and its associated noise is unavoidable in a resort. We do not control such work, and we do not always receive advance notice of when it will begin. We will notify you as soon as possible if we think that building work will affect your holiday. If we consider the work will have a significant effect on your holiday, you will be entitled to exercise the options outlined in the section headed "If we change or cancel your holiday". In some resorts the provision of roads, power and water supplies etc, does not always keep pace with the demands of rapid tourist development, so you may experience problems with, for example, plumbing or drainage. Roads and pathways in some countries may not be up to the standard found in the UK, therefore please be aware that some roads and paths may be uneven.
Check in/out: On the last day of your holiday, you may have to leave your room by mid-morning or noon so it can be prepared for the next guests. If your flight departs on or after midnight, you will have to check out of your room by midday on the previous day. A courtesy room or apartment will usually be available, where you can change and leave your bags until departure time. At times, management may allow you to keep your room, but they are entitled to charge for this. Check-in time is usually 3-4pm. Depending on the arrival and departure times of your flights, you may miss a meal if you have booked all inclusive, half or full board and may not be entitled to items in the All Inclusive package or access to certain facilities.
Deposits: If you're staying in an apartment, you may be asked to pay a deposit in local currency on arrival. This is for, or towards, accidental loss of, or damage to, furnishings and unusual cleaning charges. It will be returned, less any appropriate charges, on departure.
Excursions: We expressly reserve the right to prevent you from participating in the excursions we provide, whether pre-booked or purchased in resort, if, in the opinion of our staff or those of the excursion provider, you are either unsuited to undertake the excursion, or if you appear to be under the influence of drugs or alcohol. In these circumstances your sole remedy against us will be to obtain a refund of the cost of that excursion.
Extra beds arrangements: Some twin rooms can take a 3rd or 4th bed – usually camp or folding beds – though they may limit space. Twin rooms with 4 beds may add bunk beds which are only big enough for children. If a 3rd or 4th adult shares a room they may be entitled to a price reduction, if shown in the supplements and reductions, even though 1st and 2nd adults still pay the standard room price. The number of beds in a room may equal the number of people in your party, but may be less than the total indicated on our invoice. Unoccupied beds are sometimes removed to allow you more space, even though you may have paid an extra accommodation charge. Rooms with 2 double beds are often unable to accommodate extra beds and it may be necessary to share to qualify for a reduction. Local French regulations do not recommend the use of top bunk beds by children under 6 years.
Extra Local Charges: Some accommodation facilities, unless otherwise stated, may incur extra local charges. Where facilities such as sports, beauty treatments and tuition are included in your holiday price, these will carry a limit as to the number of sessions that can be taken. A la carte meals may not be included in your holiday price even if you have booked half board, full board or all inclusive.
General Finishing Touches information: All pre-bookable accommodation Finishing Touches are offered subject to availability and vary by accommodation. Accommodation Finishing Touches must be booked up to 7 days before departure and must be paid for in full when you settle your Holiday Invoice (or Final Invoice, if any). All travel Finishing Touches are offered subject to availability.
Infants: A hotel room or apartment/villa usually has room for 1 cot. If you need a cot, please order it when you book your holiday. Infants do not qualify for in-flight catering or meals in hotels.
Interconnecting Rooms: Interconnecting rooms are 2 rooms that have a lockable connecting interior door. These are available at selected accommodation at a small supplement – please check the individual hotel pages. When booking, the room description will contain the word CONNECTING. If you require interconnecting rooms you will need to book and pay for 2 of these rooms. The supplement is still applicable if only 1 room is booked. The full adult price is applicable for the minimum occupancies of both rooms. Child discounts cannot be applied until the combined minimum occupancy has been reached. For example, a family of 2 adults and 3 children would pay the adult price for 2 adults and the first 2 children, and then the discounted price for the 3rd child.
Late checkout rooms: Late checkout rooms are normally available up to 6pm on the evening of departure. The coach is scheduled to give you at least 1hr for check-in at the airport. Only a limited number of rooms are available and they may not include the room you’ve had during your holiday. Rooms will be for the sole use of you and your party and will have beds and private bathroom or shower. Late checkout only covers the use of your room. On the last day in your accommodation, prior to late checkout, you may not be entitled to meals, items in the all inclusive package or access to certain facilities. Pre-booking is necessary to guarantee a room; allocation is on a first-come, first-served basis.
Meal Arrangements: Main meals referred to in hotel descriptions are lunch and dinner. Meals are usually in the hotels main restaurant, the use of other restaurants (including à la carte) may incur a supplement, may be limited to a certain number of visits per stay and reservations may be required. Full board plus means continental breakfast, lunch and dinner with drinks included during meal times. Full board means continental breakfast, lunch and dinner. Half board means continental breakfast and dinner (or lunch, if you wish, at some hotels). Bed & Breakfast usually means continental breakfast. Infant meals are usually payable locally.
Meal Arrangements - Flexi-Dine: Subject to availability. Flexi-Dine gives you the opportunity to combine the pleasures of sampling local cuisine on some evenings, whilst enjoying the comfort of dining in your hotel in others. You can choose between 3 and 5 days Half Board on a 7-night holiday, and 3, 7, 10 or 11 days Half Board on a 14-day holiday. Those staying on a self-catering board basis receive breakfast and an evening meal, the number depending on which option is selected. When you arrive, you must tell the hotel staff on which days you will dine in the hotel. In self-catering accommodation breakfasts and evening meals may have to be taken on the same day. If you arrive at your accommodation before 9pm, you must take 1 of your evening meals on your arrival day. The Flexi-Dine price is calculated by multiplying the Half Board supplement at the bottom of accommodation price panels by the number of Half Board days on the Flexi-Dine option.
Meal Arrangements - Gala Meals: Many of our hotels and apartments host a special programme of entertainment and gala meals over the festive season. You'll find more details in the accommodation section for each property. For those hotels based on bed & breakfast or room only, but where gala meals are included in the price, should a half or full board option be taken, the relevant supplement will not be charged for the appropriate nights. In the case of full board, the difference between half and full board will be deducted. At certain properties, half board may be bed & breakfast, with lunch on Christmas Day instead of an evening meal. Some public rooms may be closed to guests during gala celebrations.
Meal Arrangements - Dress Code: The formal dining rooms aboard all ships and most hotels and apartments require gentlemen to wear long trousers and shoes for dinner. At gala dinners at your hotel and on formal nights aboard ship, gentlemen are required to wear a shirt, tie and long trousers.
On-site Facilities: On occasions, a number of facilities within a complex may be under separate management, and may close without notice. Where a complex features an on-site bar a certain level of noise must be expected. It is unlikely that these bars will observe licensing hours. Please note that there may be international school groups or conference delegates in some hotels in low season.
Representative Service: Visiting times and contact telephone numbers will be on display at your accommodation. Visits may not be made to villas with pools, although our representatives can be easily reached by phone if required. Of course you may never need the services of our resort staff during your stay. Nonetheless, it's good to know that should you have a problem or require assistance, help is at hand. In almost every instance, occasional holiday problems can be rectified quickly by notifying your representative or, if not immediately available, the receptionist at your complex. Any problems reported to reception which are not put right must be followed up with your representative and a guest comment form completed. You must complain promptly so we can investigate and put things right.
Single Rooms: Single rooms and twin bedded rooms for sole occupancy are available in most hotels, although demand for single rooms always exceeds availability. Single rooms are generally inferior in both size and location. If a single person occupies a double room they will usually be asked to pay a single supplement. Hotels price their rooms as doubles or family rooms and they do not reduce the rates if a single person occupies it. The costs to the hotel of providing the room - heating, lighting, cleaning etc. are the same regardless of how many people occupy that room. This also applies to self-catering accommodation where, for example, 3 people may choose to occupy accommodation priced for 4. Hotel design may mean that single rooms are smaller and sometimes less well appointed. While there is normally a supplement for these rooms, the overall cost will usually be less than when a single person occupies a double room. We do not make additional or excessive profits from these supplements. The prices we charge reflect the costs of under occupancy of the rooms contracted to us by the hotel.
Taster Excursions: The Taster Excursions shown provide information on activities available in the specified resort. The guide is for information purposes only as these activities are not provided by, endorsed by or in any way connected with TUI Travel PLC.
Transfers (coach, taxi and car rental): Must be booked by all members of the party. Holidays that have more than a 10% discount or are booked within 50 days of departure may be subject to an additional charge for a coach transfer between the resort airport and your accommodation. Please ask your holiday advisor for details. Approximate transfer times do not allow for delays caused by waiting for incoming flights or local traffic conditions. Taxi transfer prices are for a taxi to and from the resort airport. In some instances, guests booking a taxi transfer may be transferred by mini-bus to/from their resort airport. Taxis will take a maximum of 3 adults or 2 adults and 2 children. Luggage space may be limited and baby seats are not provided.
Welcome Packs: These normally provide for 3 people. If there are more people in your party you may book more than 1 pack. Contents may vary, but usually include coffee, tea, milk, sugar, crisps, fruit juice, bread, jam and margarine, washing-up liquid, dishcloth and bottled water.
Your View: Every customer travelling with us is asked to fill in a satisfaction questionnaire on their return flight, rating various aspects of their holiday experience as Excellent, Good, Fair or Poor. All questionnaires are analysed by an independent market research company. The results, where available, are published for each of the properties brochured. The scores featured are results for the last full season and are shown as the percentage of guests who rated their ‘holiday overall’, Accommodation, Location and Meals as good or excellent. Where properties do not carry a percentage this is explained by one of the following reasons:
• The resort or accommodation may be new for that season
• We may have received an unrepresentative sample of less than 10 responses
• The nature of the hotel has changed (e.g. it has been refurbished, is under new management or now caters for a different type of client)
• The full season scores may not be available at the time of publication.
Exclusive to Portland
“Exclusive to Portland Group customers in the UK” means the hotel or apartment is only available for purchase as a package holiday or accommodation only through TUI Group companies in the UK.
“Exclusive to Portland Group customers” means the hotel or apartment is only available for purchase as a package holiday or accommodation only through TUI Group companies in the UK, or other countries such as Germany, Ireland and Scandinavia.
The TUI Group in the UK consists of Thomson, Portland, Simply, Crystal, Jetsave, Austravel and First Choice.
Exclusive to the Thomson Group
“Exclusive to Thomson Group customers in the UK” means the hotel or apartment is only available for purchase as a package holiday or accommodation only through TUI Group companies in the UK.
“Exclusive to Thomson Group customers” means the hotel or apartment is only available for purchase as a package holiday or accommodation only through TUI Group companies in the UK, or other countries such as Germany, Ireland and Scandinavia.
The TUI Group in the UK consists of Thomson, Portland, Simply, Crystal, Jetsave, Austravel and First Choice.
Gold Medals
Accommodation carrying our coveted Gold Medal has received the ultimate seal of approval - that of our holidaymakers who have completed our Customer Satisfaction Questionnaires. Gold Medals are awarded on a yearly basis.
Your Europcar Hire Car
What's included
• Unlimited mileage
• Collision Damage Waiver (CDW)
• Theft Waiver (THW)
• Third-party insurance cover
• Airport and local surcharges
• Local Government Tax
• Airport pick-up
• Delivery to your accommodation may incur an extra charge in some resorts
• Local road maps
• Breakdown service, 24 hours a day, 7 days a week
How to book: Choose from 3, 7 or 14-day rentals. Confirm that you would like to rent a car when you confirm your holiday. The cost of the rental will appear on your holiday invoice and must be paid in full on the balance due date.
Insurance: CDW and THW cover your responsibility for loss of, damage, theft, attempted theft or vandalism to the car. The cover will only apply if you meet all the terms of the Rental Agreement. You may have to pay insurance excess charges towards any claim. This amount may vary by country or car group. Insurance to reduce the excess charges can be taken out where available for an extra fee, this is called "excess waiver". Insurance does not cover tyres, windscreens, the roof, the underside or interior of the car and towing charges. You may, therefore, be liable for damage to these items. Insurance does not cover loss or theft of personal belongings left in the car. Personal Effects Insurance covering contents of the car can be taken out for an extra fee where available. Personal Accident Insurance (PAI) can be taken out for an extra fee, but it is included in the insurance cover that we recommend.
Deposits: On collection, you will be asked to leave a valid major credit card imprint as a deposit to cover CDW and THW excess charges, petrol and any additional days you may have booked locally. Some larger cars will require imprints of 2 valid major credit cards. The cost of excess charges will be refunded to you on return of the car with no damage. The car is always delivered with a full tank of fuel. You can fill the car up before returning it, otherwise you will be charged for the amount of petrol used.
Documentation: When picking up your rental car, ensure that the authorised renter can presen