Terms and Conditions
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WE DO NOT ORDINARILY ACT AS THE ORGANISER OF PACKAGE HOLIDAYS OR “PRINCIPAL”. THE BOOKING CONDITIONS IN SECTION A APPLY TO ANY BOOKING MADE WITH OR THROUGH SKILINE LIMITED. IN CIRCUMSTANCES WHERE WE ARE THE ORGANISER OF PACKAGE HOLIDAYS, THE “PRINCIPAL”, PLEASE SEE Section B OF THESE BOOKING CONDITIONS.
Ski Line Booking Conditions
The following booking conditions together with the general information contained on our website form the basis of your agreement with Ski Line Limited trading as Skiline 44 Chancery Lane, Beckenham, Kent, BR3 6NR. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
In these booking conditions:
- “Tour operator” means the principal to the booking, the company or supplier who provides the package holiday.
- “Organiser” means the party who combines and sells or offers for sale package holidays.
- “Principal” is the other party to your contract. Either the organiser or the supplier. For Section B or C bookings Skiline will be the principal.
- “Agent” means someone who sells or offers for sale single component or packages holidays combined by the principal.
- “Supplier” means provider or operator of holiday services.
- “Holiday”, “booking”,, “package” or “arrangements” mean such holiday arrangements.
- “You” and “your” means all persons named on the booking (including the party leader and anyone who is added or substituted at a later date) or any of them as the context requires.
- “Skiline”, “we”, “us” and “our” means Ski Line Limited.
- “Departure” means the start date of the arrangements which have been contracted.
- “Package” means a combination of at least two different types of travel service for the purpose of the same trip where those services are combined by one supplier, or purchased from a single point of contact, offered for an inclusive price, advertised or sold using the term “package”, combined by an organiser after the conclusion of a contract in which the organiser allows the traveller to choose among a section of different types of travel service, purchased from separate suppliers through linked online booking processes in which specific details are transferred between suppliers. There is no package where the travel services do not account for a significant proportion of the value of combined services and are not advertised as an essential feature of the combined services or where the travel services are purchased after the travel services have started.
- “Flight only” means a booking made with Skiline for a flight only without additional travel services.
Section A of these booking conditions applies to all holiday arrangements which you book with or through us in the UK (including where we act as principal) and which we agree to book, make, provide or perform as applicable.
Section B of these booking conditions only applies to package holiday arrangements which you book with us in the UK and which we agree to provide or perform (as applicable) as part of our contract with you.
In the event of any conflict or difference between Sections A and B, the relevant provision(s) of Section B will apply.
Where we are acting as agent for the organiser of the holiday arrangements featured on our website and/or which you book with us, your contract for the arrangements you have booked will be with the organiser of those arrangements and the relevant organiser’s booking conditions will apply to that booking. Your contract for the holiday arrangements will not be with Skiline except as stated in Section B below.
Section A – ALL BOOKINGS
1. Making your booking
(a) To make a booking, you may telephone our reservation department on 020 8313 3999 or book online. The person making the booking will be deemed to be the “party leader”. The party leader must be at least 18 and must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking. In making the booking the party leader confirms that he/she is so authorised. All bookings are subject to these booking conditions. The party leader is responsible for making all payments due to us. The payments specified in clause 2 must be made at the time of booking.
(b) Subject to the availability of your chosen arrangements, we will confirm your booking on behalf of the principal concerned by issuing a confirmation invoice. This invoice will be sent to the party leader. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies (for which we are responsible) in any document within 14 days of us sending it out. We will do our best to rectify any mistakes notified to us outside these time limits but you must meet any costs involved in doing so. Please note: for late bookings i.e. bookings made within 14 days of departure we cannot accept any liability if we are not notified of any inaccuracy in any document immediately.
(c) If you wish to, you may contact us by email for any of the reasons mentioned in these booking conditions (for example, to request an amendment) providing you do so to firstname.lastname@example.org.
(a) In order to confirm your chosen arrangements, a deposit per person must be paid at the time of booking. Full details of the applicable deposit will be given at the time of booking. In some cases, if you book within a certain number of weeks of departure or depending on the type of booking you make. e.g. flight only, you may have to pay the full cost of the holiday/flight at the time of booking.
(b) The balance of the cost of your arrangements must be received by us by the date stated on your confirmation invoice. Reminders are not sent. If we do not receive all payments due (including any surcharge where applicable) in full and on time, the principal is entitled to assume that you wish to cancel your booking. In this case, all deposits paid or due at that date will be retained. If the booking is not cancelled straight away because you have promised to make payment you may have to pay cancellation charges as set out by the principal.
3. Your contract
(a) A legally binding contract between you and the principal of your confirmed arrangements comes into existence when a confirmation invoice is issued to the party leader.
(b) Your contract(s) with the principal will be subject to the law referred to in the principal’s booking conditions. Any dispute, claim or other matter which arises between you and any principal must also be dealt with in accordance with those booking conditions.
(c) For package bookings where Skiline is the principal see Section B.
(d) Where we act as agent our relationship is governed by English law and this will apply to any dispute, claim or other matter of any description which arises between us (“claim”.). We both also agree that any claim (and whether or not involving personal injury) must be dealt with under the ABTA arbitration scheme (if the scheme is available for the claim in question – see clause 12 of this Section A) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
4. The cost of your arrangements
Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.
(a) The principal reserves the right to increase or decrease and to correct errors in both advertised and confirmed prices at any time before your holiday is confirmed. We will advise you of any error of which we are then aware and of the then applicable price at the time of booking.
(b) The principal of your booking has the right to increase the cost of your holiday and pass on other charges to you subject to the principal’s booking conditions.
5. Special requests and medical conditions/disabilities/reduced mobility
(a) If you have any special request, you should advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant principal, they cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract. Confirmation that a special request has been noted or passed on to the principal, or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be complied with (where it is possible to give this) if it is important to you. Any special request which has been accepted will be specifically confirmed as accepted on your confirmation invoice.
(b) Some holidays may not be suitable for people with certain disabilities, medical conditions or significantly reduced mobility. Before you make your booking, we will advise you as to whether the proposed holiday arrangements are generally suitable for someone with reduced mobility. However, reduced mobility of course means different things to different individuals as we fully appreciate that individual capabilities, restrictions and requirements are likely to vary considerably. When we refer to reduced mobility, this means any material reduction in mobility whether this is permanent or temporary and whether caused by age or by physical or mental disability or impairment or other cause of disability.
(c) Should you suffer from any medical condition, disability or significant reduction in mobility which may affect your holiday (including any which affect the booking process) or have any special requirements as a result please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever a material change in your condition, disability or mobility occurs. You must also promptly advise us if any medical condition, disability or reduced mobility which may affect your holiday develops after your booking has been confirmed.
6. Changes by you
(a) Should you wish to make any changes to your confirmed booking, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, no guarantee can be given to meet any such request. Where they can be met, an amendment fee, as notified at the time will be payable together with any costs or charges incurred or imposed by any of the suppliers. A change of holiday dates will normally be treated as a cancellation of the original booking and rebooking in which case cancellation charges will apply. Changes may result in the recalculation of the holiday price where, for example, the basis on which the price of the original holiday was calculated has changed.
(b) You may be able to transfer your booking or your place on the booking to someone else (introduced by you) without payment of cancellation charges providing the request for the transfer is made in writing. Please refer to the principal’s booking conditions in this regard.
(c) As certain arrangements (such as flights) cannot be changed after a reservation has been made, name changes, other alterations and cancellation affecting these services are likely to incur a 100% cancellation charge and the applicable cost of rebooking the service.
7. Cancellation by you
(a) You may cancel your confirmed booking at any time before departure. If you want to cancel your booking after it has been confirmed, you must do so by email or by posting or hand delivering written notice of cancellation to us. Your notice of cancellation will only be effective when it is received in writing by us at our offices. If you do cancel, the applicable cancellation charges will be those imposed by the principal of your confirmed arrangements. Please see the principal’s own booking conditions or ask at the time of booking for further details. Please note – amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.
(b) Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
(c) Where any cancellation reduces the number of full paying party members below the number on which the price and/or any concessions agreed for your booking were based, the principal may recalculate these terms and re-invoice you accordingly.
Appropriate travel insurance is essential. The party leader is responsible for ensuring that each member of your party has adequate travel insurance. Please read your policy details carefully and take them with you on your holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs, including all winter sports / activities which you may wish to take part in.
9. Changes and cancellations by the principal
Except as set out in Section B below, if there is a change to or cancellation of your holiday we will pass on the new details to you together with any compensation that the principal of your affected arrangements may offer. As agent only for the principal we cannot accept any liability for any changes or cancellations made to your booking.
10. Unavoidable and Extraordinary Circumstances
Except where otherwise expressly stated in these booking conditions, we regret neither the principal, nor Skiline can accept liability or pay any compensation where the performance or prompt performance of any obligations under the contract(s) with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature whatsoever as a result of unavoidable or extraordinary circumstances. In these booking conditions, “unavoidable and extraordinary circumstances” means a situation which is beyond the control of the principal, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, exceptional weather conditions, fire, flood, pandemics/epidemics, closure, restriction or congestion of airports, other transport hubs or airspace, flight restrictions imposed by any regulatory authority or other third party and volcanic activity. Unavoidable and extraordinary circumstances will also include the UK Foreign Office advising against all travel or all but essential travel to any country, region or destination.
11. Our Liability to you
(a) Please note, this clause 11 applies to all bookings made with or through Skiline except those referred to in Section B below.
(b) We act only as an agent for the principal of your confirmed arrangements. Your contract for your confirmed arrangements is directly with the principal concerned. We accept no liability in relation to the arrangements themselves or for the acts or omissions of the principal concerned. The terms and conditions of the principal of your confirmed arrangements will apply to your contract (copy available on request).
(c) However, if we are found to have been at fault on any basis in relation to any service we provide as agent for the principal concerned (as opposed to any service provided by the principal), our maximum liability is limited to twice the cost of the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.
12. Complaints and problems
(a) In the unlikely event that you have any reason to complain or may have a basis for making a claim in respect of any aspect of your holiday arrangements whilst away, you must follow the principal’s complaints procedure. This will be in their booking conditions and may have been provided to you before travel. This will normally involve:
i. informing a local representative (if there is one) and the principal or supplier of the service(s) in question. Any issue can then be promptly investigated and, where appropriate, steps taken to resolve the situation.
ii. Putting any verbal notification in writing and given to the representative/agent (if there is one) and the principal/supplier as soon as possible.
iii. If there is no local representative/agent or you cannot contact them and/or the situation is not resolved to your satisfaction within a reasonable time, you must contact the principal in the UK as soon as possible.
iv. Until a problem or complaint is known, the principal/supplier cannot begin to resolve or to assist in resolving it. Most problems can be dealt with quickly.
(b) If you remain dissatisfied, you must write to the principal, normally within 28 days of your return to the UK, giving your booking reference and full details of your complaint.
(c) Please note that if you fail to follow the principal’s complaints procedure, they are unlikely to be in a position to properly investigate the matter and may have been deprived of the opportunity to remedy it during your holiday. Your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
13. ABTA and ABTA arbitration
(a) Unless the principal is a member of ABTA or Section B applies, only disputes relating to our actions as agent can be dealt with by the arbitration scheme or mediation procedure and not complaints about the arrangements themselves or the acts / omissions of the principal.
(b) Disputes arising out of, or in connection with your booking which cannot be amicably settled may be referred to arbitration, if you so wish, under a special scheme arranged by ABTA and administered independently. This is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit for claims is £5,000 per person and £25,000 per booking. The scheme does not apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount that the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within 18 months of the date of return from holiday. Outside this time limit, arbitration under the scheme may still be available if we agree but the ABTA code does not require such agreement. For injury and illness claims, you can request the ABTA mediation procedure and we have the option to agree to mediation. Further information on the code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
(a) When you book with or through us, you accept responsibility for any damage or loss caused by you. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct at the time to the accommodation owner, manager or principal in question as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
(b) All clients are expected to have consideration for other people. If in the reasonable opinion of any person in authority (for example the principal/supplier of your confirmed arrangements), you behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, the person in authority is entitled, without prior notice, to terminate the arrangements of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. If you have made a package booking, the principal will have the same entitlements as any person in authority. In all cases the principal and any suppliers concerned will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we and the principal will not pay any expenses or costs incurred as a result of the termination.
15. Conditions of suppliers
Many of the services which make up your holiday are provided by independent suppliers to the principal. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions or EU regulations. Copies of the relevant parts of these terms and conditions and of the international conventions / EU regulations are available on request from ourselves or the principal/supplier concerned.
16. Excursions, activities and general area information
(a) We or the principal may provide you with information (before departure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting.
(b) Neither we nor the principal have any involvement in any such activities or excursions which are neither run, supervised nor controlled in any way by Skiline or the principal. They are provided by local operators or other third parties who are entirely independent. They do not form any part of any contract with us or the principal even where particular operators/other third parties are suggested and/or you are assisted in booking such activities or excursions in any way. No liability is accepted on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 11 above, clause 4 of Section B of our booking conditions will not apply to them. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury.
(c) Neither we nor the principal can guarantee the accuracy at all times of information given in relation to such activities or excursions or about the resorts/area you are visiting generally or that any particular excursion or activity which does not form part of the contract(s) will take place as these services are not under our/the principal’s control. If you feel that any of the activities or excursions referred to in any promotional material which are not part of the contract(s) are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities or excursions which can reasonably be expected to affect your decision to book arrangements with or through us, we will pass on this information at the time of booking.
17. Passports, visas and health requirements
(a) The passport and visa requirement applicable to the arrangements we sell are shown HERE. Requirements may change and you must check the up to date position in good time before departure. A British passport presently takes approximately up to 6 weeks to obtain using the standard service. If any member of your party is 16 or over and has not got or previously held a passport, you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and may ask you to attend an interview in order to do this. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) to or through which you are intending to travel.
(b) Details of any compulsory health requirements applicable to your holiday can be found HERE It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions in good time before departure. Details are available from your GP surgery, local travel clinic and the National Travel Health Network and Centre HERE. Information on health abroad is also available on https://travelhealthpro.org.uk/countries. For holidays in the EU/EEA while the UK remains a member of the EU, you should obtain an EHIC (European Health Insurance Card) prior to departure from www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-ehic-european-health-insurance-card/. An EHIC is not a substitute for travel insurance. Vaccination and other health requirements/recommendations are subject to change at any time for any destination. Please therefore check with a doctor or clinic not less than 6 weeks prior to departure to ensure that you have met the necessary requirements and have the applicable information.
(c) It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being incurred by or imposed on us, you will be responsible for reimbursing us accordingly.
18. Foreign Office Advice
The UK Foreign and Commonwealth Office publishes regularly updated travel information on its website www.gov.uk/foreign-travel-advice and travelaware.campaign.gov.uk which you are strongly recommended to consult before booking and in good time before departure.
19. Accuracy of prices and other published details
Please note, the published information, photographs and prices may have changed by the time you come to book your arrangements. Whilst every effort is made to ensure the accuracy of such information, photographs and prices at the time of being placed on our website/given to you, regrettably changes and errors do occasionally occur. Unless specifically stated otherwise photographs of accommodation are intended to give a general impression of the accommodation only and will not necessarily be the same as the room(s) you wish to/have booked. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking.
(a) In the event of any flight delay or cancellation at your UK or overseas point of departure, the airline is responsible for providing such assistance as is legally required by the Denied Boarding Regulations (see below). The ferry, tunnel or rail operator is similarly responsible in relation to any delayed or cancelled sea crossing or international rail departure. Neither Skiline nor the principal will be in a position to provide any assistance in such circumstances other than information and advice to the extent we/they are in a position to do so.
(b) If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 – the Denied Boarding Regulations 2004. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We/the principal have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us/the principal the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules, you may use the CAA Passenger Advice and Complaints Service. See www.caa.co.uk/passengers/resolving-travel-problems for further details.
21. Safety standards
Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.
22. Ratings system
The ratings used by us or the principal on our/their website or elsewhere to describe accommodation are not necessarily official ratings. Rather they may simply be ratings which we or a particular principal have devised to reflect our/their opinion of the accommodation and other services we/they feature. Please bear in mind that different principals use different ratings systems and opinions can and do vary.
(a) In accordance with EU Directive (EC) No 2111/2005, the principal is required to bring to your attention the existence of a “Community list” which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban/search_en.
(b) The principal is required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where the principal is only able to inform you of the likely carrier(s) at the time of booking, they shall inform you of the identity of the actual carrier(s) as soon as they become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible.
(c) If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above and you cannot be offered a suitable alternative cannot be offered, you will usually be entitled to cancel your booking.
(d) We are not always in a position at the time of booking to confirm the flight timings. The flight timings shown on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside the principal’s control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.
(e) Specific instructions relating to departure and travel arrangements will be sent in good time before departure. You must accordingly check your documents very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed at any time – we will contact you as soon as possible if this occurs.
(f) Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying the applicable charges except where otherwise specified in these conditions.
Section B – OUR PACKAGE HOLIDAYS
If you have booked a package holiday and we are the principal we will tell you this at the point of booking, we will provide you with our ATOL number and your booking confirmation will make this clear.
The terms set out in both Section A and Section B apply to all package bookings where we are the principal except where otherwise expressly stated.
1. The cost of your Package Booking
(a) Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases after booking will be passed on by way of a surcharge. A surcharge will be payable, subject to the conditions set out in this clause, if our costs increase as a direct consequence of a change in (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources or (ii) the level of taxes or fees on the travel services included in the contract imposed by third parties not directly involved in the performance of the package including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or (iii) the exchange rates relevant to the package.
(b) You will also be entitled to a price reduction where there is a decrease in our costs as a result of a decrease in the costs referred to in this paragraph which occurs between confirmation of your booking and the start of your holiday.
(c) We will absorb, and you will not be charged for, any increase in our costs equivalent to 2% of the price of your holiday arrangements, which excludes insurance premiums and any amendment charges. You will be charged for any increase in our costs over and above that. If any surcharge is greater than 8% of the total holiday cost clause 2 will apply on the basis the surcharge is a significant change. You will be notified of any price increase or reduction applied in accordance with this clause together with the justification for any calculation of this not less than 20 days before departure. Where a reduction is applicable, we are entitled to deduct our administrative expense from the refund. Any surcharge must be paid with the balance of the holiday cost or within 14-days of the issue date printed on the invoice, whichever is the later.
(d) Please note that arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place.
2. Changes and cancellation by you
(a) Should you wish to make any changes to your confirmed holiday you may do so as referred to in Section A clause 6.
(b) You may transfer your booking or your place on the booking to someone else (introduced by you) without payment of our cancellation charges providing the request for the transfer is made in writing not less than 7 days before departure. The person(s) to whom you wish to make the transfer must also satisfy all conditions which form part of your contract with us. Requests for transfer must be accompanied by the name and other applicable details of the replacement person(s). Where a transfer to a person of your choice can be made, all costs and charges incurred or imposed by any of our suppliers, together with an amendment fee which will be confirmed at the time, must be paid before the transfer can be effected.
(c) As certain arrangements (such as flights) cannot be changed after a reservation has been made, name changes, other alterations and cancellation affecting these services are likely to incur a 100% cancellation charge and the applicable cost of rebooking the service.
(d) Should you wish to cancel your confirmed holiday you may do so as referred to in Section A clause 7.
(e) Your notice of cancellation will only be effective when it is received in writing by us. As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment and credit card charges. Amendment and charges are not refundable in the event of cancellation.
|Period before departure within which written notification of cancellation is received by us||Cancellation charge per person cancelling|
|84 days or more||Loss of deposit|
|56 to 83 days||35%|
|36 to 55 days||60%|
|35 days or less||100%|
(f) The amount you pay at the time of booking is non-refundable in the event of your cancellation. Where the deposit paid was more than 25% of the holiday cost, the additional amount is also non-refundable on cancellation. Where the deposit paid is more than 25% of the holiday cost and you cancel between 36 and 83 days before departure, the cancellation charge payable will be the amount paid at the time of booking plus the relevant percentage (35% or 60%) of the cost of any arrangements which have not been paid for in full at the time of booking. Where the deposit paid is less than 25% of the holiday cost, the balance will also be payable on cancellation.
(g) Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
3. Changes and cancellations to your Package Booking by us
(a) Changes to confirmed bookings sometimes have to be made and we reserve the right to do so in accordance with this clause 3. Most changes will be insignificant and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes. Occasionally, before departure, we may be constrained by circumstances beyond our control to make a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted as referred to in Section A clause 5. Where we have to do so, clauses 3(d) and 3(e) will apply.
(b) All alterations which are not significant in accordance with clause 3(a) will be treated as insignificant changes. Carriers such as airlines may be subject to change. Any such change will not be significant. A change of flight time of less than 12 hours, airline, departure airport between London airports (Gatwick, Heathrow, Luton, Stansted or London City), type of aircraft (if advised), destination airport or accommodation to another of a similar standard and with similar facilities will also all be treated as insignificant changes.
(c) All group holidays may require a minimum number of bookings to enable us to operate them and we reserve the right to cancel any such holiday where this minimum number is not achieved. You will be advised before your booking is accepted of the minimum number applicable to your holiday. Failure to achieve this minimum number does not, however, oblige us to cancel. We will notify you of cancellation for this reason not later than 56 days before departure.
(d) In the event we have to significantly alter any of the main characteristics of your confirmed arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: (i) the proposed alteration and any impact this has on the price; (ii) in the event that you do not wish to accept the alteration, details of any alternative holiday arrangements we are able to offer (including the applicable price); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any alternative holiday arrangements offered; and (iv) the period within which you must inform us of your decision and what will happen if you don’t do so.
(e) If you choose to cancel your booking in accordance with clause 3(d), we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so. No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances (see Section A clause 10).
(f) Occasionally, it may be necessary to cancel a confirmed booking. We have the right to terminate your contract in the event (i) we are prevented from performing your contracted holiday arrangements as a result of unavoidable and extraordinary circumstances (see Section A clause 10) and we notify you of this as soon as reasonably possible or (ii) (where applicable) we have to cancel because the minimum number of bookings necessary for us to operate your group holiday has not been achieved and we notify you of cancellation for this reason as referred to in clause 3(c). Where we have to cancel your booking in these circumstances, we will refund all monies you have paid to us within 14 days of the date we inform you of the cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. We will of course endeavour to offer you alternative holiday arrangements where possible which you may choose to book in place of those cancelled. We also have the right to cancel if you fail to make payment in accordance with the terms of your contract in which case Section A clause 7 will apply.
(g) In the event that unavoidable and extraordinary circumstances (Section A clause 10) occur in the place of destination of your holiday or its immediate vicinity and significantly affect the performance of the contracted arrangements or the carriage of passengers to that destination, you will be entitled to cancel prior to departure without payment of cancellation charges and receive a full refund of all monies you have paid to us (except for any amendment charges). We will notify you as soon as practicable should this situation occur. You will not be entitled to any compensation.
(h) If you choose to cancel your booking in accordance with clause B (iv), or we cancel your holiday in accordance with clause B (iii), or you accept a significant change to your holiday arrangements, we will as a minimum, where compensation is appropriate, pay you the compensation payments set out in the table below depending on the circumstances and time you are notified of the cancellation.
|Period before departure a significant change or cancellation is notified to you or your travel agent||Compensation per person|
|56 days or more||£0|
|56 – 43 days||£10|
|29 – 42 days||£20|
|15 – 28 days||£25|
|14 days or less||£30|
4. Our Liability for your Package Booking
(a) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(b) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment or loss of possessions), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: –
- The act(s) and/or omission(s) of the person(s) affected or
- The act(s) and/or omission(s) of a third party not connected with the provision of your holiday and
- Which were unforeseeable or unavoidable or unavoidable and extraordinary circumstances as defined in Section A clause 10 above.
(c) We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us on our website and we have not agreed to arrange them as part of our contract and any excursion you purchase during your holiday. Please also see Section A clause 16 “Excursions, activities and general area information”. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(d) The promises we make to you about the services we have agreed to provide or arrange as part of our contract, and the laws and regulations of the country in which your claim or complaint occurred, will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim were provided in compliance with the applicable local laws and standards the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 4(a) above. We do not make any representation or commitment that all services will comply with applicable local laws and standards and failure to comply does not automatically mean we have not exercised reasonable skill and care.
(e) Except as set out in clause 4(f) or as otherwise permitted by English law, we do not limit the amount of damages you are entitled to claim in respect of personal injury or death which we or our employees have caused intentionally or negligently. For all other claims, if we are found liable to you on any basis, the maximum amount we will have to pay you is three times the total holiday cost (excluding any insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total, unless a lower limitation applies to your claim under clause 4(f). This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
(f) Where any claim concerns or is based on any travel arrangements (including without limitation, the process of getting on and/or off the transport concerned) provided by any air, sea or rail carrier to which any international convention or EU regulation applies where we have arranged that travel as part of our contract, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which damages/compensation will be payable) will be limited as if we were the carrier in question as referred to in this clause 3(f). The most we will have to pay you for that claim if we are found liable to you on any basis is the most the carrier concerned would have to pay you under the international convention or EU regulation which applies to the travel arrangements in question. Such conventions and regulations include the Warsaw Convention as amended or unamended and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, EC Regulation 392/2009 on the liability of carriers of passengers by sea in the event of accidents and the Athens Convention relating to the carriage of passengers and their luggage by sea 1974 for international travel by sea (as amended by the 2002 protocol), the Convention on Limitation of Liability for Maritime Claims as amended by the 1996 protocol and the Convention of 1980 concerning International Carriage by Rail (COTIF) as amended. Where a carrier would not be obliged to make any payment to you under the applicable international convention or EU regulation (including where any claim is not notified and issued in accordance with the stipulated time limits), we, similarly, are not obliged to make a payment to you for that claim. When making any payment, we will deduct any money which you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and EU regulations are available from us on request. Please note that strict time limits apply for notifying loss, damage or delay of luggage to the airline or ferry/cruise operator. Any proceedings in respect of any claim (including one for personal injury or death) must be brought within 2 years of the date stipulated in the applicable convention or EU regulation.
(g) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers or (3) relates to any business (including without limitation, loss of self-employed earnings.
5. Complaints and problems
(a) In the unlikely event that you have any reason to complain or may have a basis for making a claim in respect of any aspect of your holiday arrangements whilst away, you must follow our complaints procedure.
i. You must inform our local representative (if there is one) and the supplier of the service(s) in question.
ii. Any issue can then be promptly investigated and, where appropriate, steps taken to resolve the situation.
iii. You must put any verbal notification in writing and give this to the representative/agent (if there is one) and the supplier as soon as possible.
iv. If there is no local representative/agent or you cannot contact them and/or the situation is not resolved to your satisfaction within a reasonable time, you must contact us in the UK as soon as possible.
v. Until a problem or complaint is known, neither we nor our supplier can begin to resolve or to assist in resolving it. Most problems can be dealt with quickly.
(b) If you remain dissatisfied, you must write to us within 28 days of your return to the UK, giving your booking reference and full details of your complaint.
(c) Please note that if you fail to follow this complaints procedure, we are unlikely to be in a position to properly investigate the matter and may have been deprived of the opportunity to remedy it during your holiday. Your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
6. Financial Security
(a) We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 7018), When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
(b) If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent or your credit card issuer where applicable. You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
(c) The Civil Aviation Authority can be contacted at Gatwick Airport South, West Sussex, RH6 0YR, UK tel +44 (0)333 103 6350 e-mail email@example.com www.caa.co.uk.
(d) The flights and flight – inclusive holidays we arrange are ATOL protected providing they are made available in the UK. For further information visit the ATOL website at www.caa.co.uk/atol-protection/.
(e) We are a member of ABTA with membership number Y3317. If your holiday does not include flights, ABTA will financially protect your holiday by ensuring you receive a refund of the monies you have paid to us or, where you are already on holiday and your arrangements include return travel to the UK (other than flights), you are returned to the UK, in the event that your holiday cannot be provided as a result of our insolvency. Please go to www.abta.com for a copy of the guide to ABTA’s scheme of Financial Protection.
(f) ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain high standards of service to you by ABTA’s Code of Conduct.
(g) In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa.co.uk/Our-work/About-us/General-privacy-notice/ ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice.
(h) You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.
(i) For further information about ABTA, financial protection, the code of conduct and the arbitration scheme (see the “ABTA arbitration” clause below), contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or www.abta.com.
(j) You can access The Package Travel and Linked Travel Arrangements Regulations 2018 at https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents.
7. Assistance whilst you are on holiday
In the event you end up in difficulty (of any sort) during your holiday, we will provide you with appropriate assistance as soon as reasonably possible including by the provision of appropriate information on health services, local authorities and consular assistance and by assisting you to make distance communications and to find alternative travel arrangements as may be applicable. Where you are in difficulty as a result of your negligence, we may charge you a reasonable fee for this assistance which will not exceed the costs we actually incur.
8. Your contract
English law will apply to your contract and to any dispute, claim or other matter of any description which arises between you and Skiline (except as set out herein) (“claim”). Any claim (and whether or not involving any personal injury) must be dealt with under the ABTA arbitration scheme (if the scheme is available for the claim in question – see clause 13 of Section A) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
©MB Solicitors Limited of Studio 3, The Quays, Concordia Street, Leeds LS1 4ES , telephone number 0113 2424444. Ref: CGI. All copies of these conditions must include the words “© MB Law”.
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.
Therefore, you will benefit from all EU rights applying to packages. Ski Line Limited will be fully responsible for the proper performance of the package as a whole.
Additionally, as required by law, Ski Line Limited has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found under part 2.
Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018
- Travellers will receive all essential information about the package before concluding the package travel contract.
- There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
- Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
- Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
- The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
- Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
- Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
- Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
- If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
- Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
- The organiser has to provide assistance if the traveller is in difficulty.
- If the organiser or where applicable, the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Ski Line Limited holds an Air Travel Organiser’s Licence (ATOL) issued by the UK Civil Aviation Authority (ATOL no 7018) which provides insolvency protection in respect of flight-inclusive packages. Ski Line Limited also has insolvency protection with ABTA Limited for packages which do not include flights arranged by Ski Line Limited.
Travellers may contact the CAA at Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email firstname.lastname@example.org or www.caa.co.uk/home/ or ABTA at 30 Park Street, London, SE1 9EQ, telephone 020 3117 0500 www.abta.com/, and advise you are a customer of an ABTA protected travel company if services are denied because of Ski Line Limited’s insolvency.
The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here.