Terms and conditions
American Express Europe Limited Booking Conditions
Please read the following booking conditions carefully as they set out the terms and conditions of the contract between you and American Express Travel Services, a trading name of American Express Europe Limited ("we", "us" and "our"). Our obligations to you will vary depending upon whether or not what you book with us is a "Package" as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992.
Section A below explains in detail what is a Package and contains the booking conditions which apply particularly to a Package, and to "Flight-Plus" which is also explained in Section A.
Section B contains the booking conditions which apply particularly to a Cruise Package.
Section C (under the heading "Single Components") contains the booking conditions which apply particularly to non-Package bookings.
There are certain terms which apply to any type of booking and these are detailed in Section D.
A. American Express Package / Flight-Plus- Back to top
The terms set out below, together with the terms set out in Section D, apply when you book a Package / Flight-Plus.
Any booking you make through us will be a Package with the exception of circumstances where you only book a single component i.e. a flight, a hotel or a transfer or Flight-Plus. Section C deals with single component bookings.
Flight-Plus has been introduced by the Civil Aviation (Air Travel Organisers' Licensing) Regulations 2012 to give you financial protection for travel arrangements which are not, legally, packages but which are more than a single component booking. This protection is only a protection against the unlikely event of our insolvency or that of our suppliers. Flight-Plus does not impact at all upon liability should something go wrong with what you have booked – the position is as set out elsewhere in these conditions.
Flight-Plus will exist when you book a flight or package through us and, on the same day or the day after, you also book accommodation or car hire to be used in conjunction with that flight or package. Once a Flight-Plus exists, then any other tourist services which are not ancillary to the flight or package or the accommodation will be included in the Flight-Plus. If you cancel your flight or package, or you cancel your accommodation or car hire so that there are no elements additional to the flight or package, Flight-Plus will cease to exist.
Where you book a Flight-Plus through us, it will be our responsibility to arrange a substitute flight or package or accommodation or car hire should the supplier of any of these fail financially with the result that they cannot be provided. If substitutes cannot be arranged it will be our responsibility to refund you all monies you have paid for the Flight-Plus.
A1. Your Contract/Financial Protection- Back to top
The financial bonding requirements of the Travel Association (ABTA) and the Civil Aviation Authority (CAA) have been observed by us in relation to the provision of all our Packages. Our CAA ATOL number is 0151 and our ABTA membership number C4330.
These arrangements ensure that payments made by you for your Package would be refunded and/or you would be repatriated in the unlikely event of our insolvency.
American Express Europe Limited is a company registered in Cardiff under Company Registered Branch No. BR897, whose head office is Amex House, Edward Street, Brighton, BN2 2LP.
A2. Price Changes- Back to top
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your Package may change after you have booked. However there will be no change within 30 days of your departure.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your Package, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £20 per person. If this means that you have to pay an increase of more than 10% of the price of your Package, you will have the option of accepting a change to another Package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
Should the price of your Package go down due to the changes mentioned above, by more than 2% of your Package cost, then any refund due will be paid to you. However, please note that Packages are not always purchased in local currency and some apparent changes have no impact on the price of your Package due to contractual and other protection in place.
A3. Changes Made By Us Before Travel- Back to top
From time to time we may have to change details of the Package you have booked. If any change will have a significant effect on your Package, we will tell you about it before your Package, if there is time. Changes we will tell you about include:
- Change of your departure point
- Significant change of your destination
- A change of more than 12 hours to the time you leave the UK or your destination or, in the case of Cruise bookings, a change of time of embarkation or disembarkation by more than 12 hours
- If we downgrade your accommodation by a lower official rating
- If the swimming pool will not be available for an extended period during your Package and no alternative pool is available either at the property or nearby
- A significant change of itinerary missing out two or more ports altogether.
If you do not want to accept a significant change, which we will tell you about before you depart, we will, if we are able to do so, offer you an alternative Package of equivalent or closely similar standard and price at no extra cost, or a less expensive Package, in which case we will refund the difference in price. If you do not wish to take the alternative we offer you, you can choose a different Package offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your Package and receive a full refund of any money you have paid to us, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
Unless the change is as a result of circumstances listed in the paragraph below headed 'Circumstances Beyond our Control', we will pay you compensation as shown in the table below. If you accept the significant change or amend to a different Package offered for sale by us you will receive compensation as per Option 1 in the table below. If you reject the significant change and cancel your booking you will receive compensation as per Option 2. The amounts in the table are by way of guideline only and may in appropriate circumstances be increased.
|Period of notice we give you before departure||Compensation for each full fare paying passenger|
|Option 1||Option 2|
Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to those travelling on 'free child places', 'free group places' or infants.
A4. Minor Changes Made By Us Before Travel- Back to top
Any change which is not deemed to be significant, as outlined in the Section entitled "Changes made by us before travel", will be classed as a minor change. We will endeavour to tell you about a minor change before you travel. However, we will not pay compensation as a result of this change.
A5. Circumstances Beyond Our Control- Back to top
Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your Package after departure, or we, or our suppliers, cannot supply your Package, as we, or they, had agreed, or you suffer any loss or damage of any description. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened) and significant building work ongoing outside of your accommodation, which is not known to us in advance of your departure date and building work from a third party (such as resort development). Cruise Ships shall also be at liberty to deviate from the advertised route and to call (or omit to call) at any port or place to tow and assist vessels and to offer or render assistance to preserve life or property or for any other reason or purpose which in the judgment of the Master of the ship (whether alone or acting on advice from others) is reasonable including, but not limited to, weather conditions, operational matters, the medical condition of anyone on board or the safety, comfort or convenience of Guests. Such deviation shall not give rise to any liability on our part and shall not represent a significant change to the Package.
A6. Changes Made After Travel- Back to top
If, after your departure, a significant part of your Package cannot be provided, you will be offered a suitable alternative if possible. If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, we will return you to the place of your departure. If appropriate, we will also pay you compensation, unless your return has been due to circumstances beyond our control. The amount of compensation will be reasonable, taking account of all the circumstances.
A7. Flight Delays- Back to top
Delays sometimes occur. When a delay occurs we will try to make sure refreshments or meals are provided when appropriate. We will not do this ourselves as such arrangements will normally be the responsibility of the airline.
A8. Our Liability To You- Back to top
- (i) Our obligations, and those of our suppliers providing any service or facility involved in any of your Package, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where we or our supplier is actually providing the service or facility, to provide them with reasonable skill and care. Compliance with any applicable regulatory requirements (such as, for example, those of the CAA) will be proper performance of our, and our suppliers', obligations. You must show that reasonable skill and care has not been used if you wish to make any claim.
- (ii) For claims which do not involve death or personal injury, we accept liability, subject to paragraph (i) above and (v) below, should any part of your Package not be as described in the relevant brochure, on our websites or elsewhere by us (as applicable to your method of booking) before you leave the UK. If we have liability, we will, subject to paragraphs (iii), (vi), (vii), (viii), (ix) and (x) below, pay you reasonable compensation. However, the maximum we will pay you in any circumstances is three times the price of the Package. This maximum will only be payable when every aspect of your Package has gone wrong and you have not received any benefit from your Package. Any sums received by you from suppliers will be deducted from any sum paid to you as compensation by us.
- (iii) Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier's actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.
- (iv) For claims which involve death or personal injury as a result of an activity forming part of your Package (excluding Overseas Booked Excursions see Section entitled "Excursions"), we have liability subject to paragraph (i) above and (v) below. If we accept liability, we will, subject to paragraphs (vi), (vii), (viii), (ix), (x) and (xi) below, pay you reasonable compensation.
- (v) We accept liability in accordance with paragraphs (i), (ii) and (iv) above and subject to paragraphs (vi), (vii), (viii), (ix), (x) and (xi) below except where the cause of the failure in your Package or any death or personal injury you may suffer is not due to any fault on our part or that of our servants, agents or suppliers because it is either attributable to you, or attributable to someone unconnected with the Package and is unforeseeable or unavoidable; or because the failure is due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or due to an event which neither we, nor our servants, agents or suppliers could have foreseen or forestalled.
- (vi) If any International Convention applies to or governs any of the services or facilities included in your Package arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the International Convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). For further details of the International Conventions which may apply, see paragraphs (vii), (viii) and (ix) below. You can get copies of the relevant Conventions if you ask us. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these Conventions or any other International Conventions applicable to your Package. Any applicable Protocols or amendments shall apply to all such International Conventions.
- (vii) International Conventions in respect of international air travel include the Warsaw Convention 1929 (including as amended by the Hague Protocol 1955 and by any additional Montreal Protocols of 1975 and 1999 or otherwise) or the Montreal Convention 1999 (for international travel by air and/ or for airlines with an operating licence granted by an EU country, which the EC Regulation on Air Carrier Liability No 889/ 2002 for national and international travel by air has given effect to). Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any flight arrangements (including the process of getting on and/or off the aircraft concerned) provided by any air carrier where we have arranged the flight as part of our contract, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is limited to the most the carrier concerned would have to pay under the International Convention or Regulation which applies to the flight in question. Please note: for all such claims (including those involving death or personal injury) where the carrier is not obliged to make any payment to you under the applicable International Convention or Regulation (including where any claim is not notified or issued in accordance with the time limits stipulated in the applicable Convention or Regulation), we are similarly not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the airline for the complaint or claim in question. Please also note that strict time limits apply for notifying loss, damage or delay of luggage to the airline. 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 Regulation.
- (viii) The provisions of the Convention Relating to the Carriage of Passengers and Their Luggage by Sea 1974 (as amended) ("the Athens Convention") apply to the Cruise element of your Package as well as the process of getting on or off the ship concerned. Please refer to Section B under the heading "Cruise Packages" for a detailed explanation of the Athens Convention.
- (ix) Other International Conventions which may apply include in respect of rail travel, the COTIF Convention concerning International Carriage by Rail 1980 (as amended); in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962.
- (x) You are obliged to assist us in recovering from any third party any sum which may compensate us for any sums we pay you. In particular, you are obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our legal liability to pay you compensation. You must also provide us with all assistance we may reasonably require. Finally, you must follow the procedures for the notification of complaints set out in the clause below entitled "If You Have A Complaint".
- (xi) Should you become ill while on your Package, you must, in addition to reporting your illness to our representative, Cruise Customer Relations Desk, local agent or Duty Office, consult a local doctor and also consult your GP upon your return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.
- (xii) If you or any member of your party suffers during your Package any difficulty through misadventure as a result of any activity which does not form part of your contracted Package arrangements, we will offer you prompt assistance. All assistance (financial or otherwise) is subject to our reasonable discretion and a maximum total cost to ourselves of £1,000 per booking and is subject to you notifying us that you require such assistance within 30 days of the incident. If you are entitled to have any costs and expenses arising from such an incident met by or from any insurance policy or if you obtain a costs order against anyone in relation to the incident, you must repay to us the costs and expenses we spend in assisting you.
- (xiii) Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss, damage, personal injury or death which you suffer arising directly or indirectly from any aspect of your Package.
A9. Baggage- Back to top
The amount of compensation we will pay for any loss or damage to luggage is limited in accordance with the Conventions listed in the above Section A8. For claims for missing or damaged baggage you must follow the rules on the back or your ticket or contained within the carrier's conditions of carriage. Please note time limits apply within which to notify us or the carrier and make a claim. We will not accept liability for high-value items which you should insure for the appropriate amount.
B. Cruise Packages- Back to top
Where you book a Cruise or a Cruise together with a flight and/or a transfer and/or a Pre-booked Excursion (as defined in the Section entitled "Excursions" below), you are booking a "Cruise Package."
In some instances, Cruise Packages are supplied to us by ICE Europe Ltd as principal, but third party Cruise suppliers provide the Cruise, operate the Cruise Ship and act as carrier. The booking conditions of the third party Cruise supplier and those of ICE Europe Ltd will both apply when you book a Cruise Package. These are available on request. Please see Section B4 (ii) below for further details.
B1. Pregnancy- Back to top
Cruise ships do not have adequate medical facilities for childbirth on board. Cruise Ships will not carry you if you have entered or passed your 24th – 28th week of pregnancy at any point in your Cruise – the exact timing depends upon the Cruise Ship operator. You must, therefore, check with us at the time of booking. All pregnant women should produce a doctor's or midwife's letter stating that mother and baby are in good health, fit to travel and that the pregnancy is not high-risk. The letter must also include the estimated date of delivery (EDD) as calculated from both the last menstrual period (LMP) and ultrasound if this has been performed. We cannot accept a booking or subsequently carry you unless you comply with this Section. If you are pregnant and made a booking (or made a booking on behalf of a pregnant passenger) before it could reasonably have been known that you or the passenger would not be able to join the Cruise because you have entered or passed the 24th – 28th (as the case may be) week of pregnancy at any point in the Cruise, we will refund in full the price paid by you and the price paid by any accompanying passenger, provided that the pregnant passenger notified us as soon as reasonably practicable upon becoming aware that they would not be able to join the Cruise, but shall otherwise not have any liability whatsoever. We and our third party Cruise suppliers expressly reserve the right to refuse passage on board to you if you appear to be in an advanced state of pregnancy and we shall not have any liability whatsoever in respect of either such refusal and/or your carriage.
B2. Medical- Back to top
We and our third party Cruise suppliers reserve the right to require you to produce medical evidence of fitness to travel on our Cruises.
If you (or a member of your party) have a physical or mental disability or any other condition which may require special treatment or assistance (including those who use wheelchairs) you must advise us in writing before you make a booking. If you (or any member of your party) use a wheelchair, you must furnish your own standard size wheelchair and you must be accompanied by a travelling companion fit and able to assist you. Cruise Ships' wheelchairs are for emergency use only. We and our third party Cruise suppliers reserve the right to refuse passage to you if you fail to notify us and our third party Cruise suppliers of such disabilities or need for assistance or who in our opinion is unfit for travel or whose condition may constitute a danger to themselves or others on board.
B3. Your Safety and Security- Back to top
(i) We expect at all times that you conduct yourself in a proper manner and with due regard for the health, safety, comfort, enjoyment and general well-being of all persons both on board the Cruise Ship and involved in the provision of any service or facility forming part of the Cruise or any Excursion (including Overseas Booked Excursions or Pre-booked Excursions), and, by booking with us, you expressly agree to this. If it appears that your conduct, behaviour or health is such as to be a breach of this requirement or your behaviour, health or conduct is likely to endanger your own health or safety or that of any other passenger or crew or may make you likely to be refused permission to go ashore at any port or may make us liable for the costs of any medical treatment and/or maintenance and support and/or repatriation, then we and our third party Cruise suppliers and/or the Cruise Ship's Master shall have the right to take any one or more of the following measures as may appear to be reasonable and appropriate in the particular circumstances
- refuse to embark or to disembark you at any port or other place of call;
- disembark you;
- transfer you to another berth;
- confine you to a particular stateroom or to the Cruise Ship's medical centre;
- through the Cruise Ship's doctor and/or his staff, administer any drug, medicine or other substance of a similar nature, or admit and/or confine you to a hospital or any similar institution at any port as the Cruise Ship's doctor may consider necessary.
(ii) In the event of any action taken pursuant to Section B3, neither you nor (at our and our third party Cruise supplier's discretion) any other person travelling with you (whether or not under the same booking) shall be entitled to make a claim against us for any loss or expense incurred as a result of such action, whether for a full or partial refund of the price or for any other form of compensation or for the cost of returning to the UK or to any other place or for any other form of loss or expense whatsoever. Where you are repatriated pursuant to Section B3 at our expense, we reserve the right to recover our costs.
B4. Our Liability to You- Back to top
- We limit our liability, where applicable, by the Conventions referred to in this Section and by the terms detailed in Section A8.
- All carriage (by land, air and sea) is subject to the terms and conditions of carriage of the actual carrier (which may be our third party Cruise supplier or their sub-contractor). Such terms may limit or exclude liability, are expressly incorporated into these booking conditions and also form the terms and conditions of separate contracts between you and the particular carrier as contained in the carrier's ticket which is provided to you before your scheduled departure date. You can get copies of the relevant terms and conditions if you ask us.
- Carriage of passengers and their luggage by sea is governed by the Athens Convention. You can get copies of this Convention if you ask us. The Athens Convention is expressly incorporated into these booking conditions and our liability for death or personal injury or for loss of or damage to luggage arising out of carriage by sea shall be determined accordingly. In most cases, the Athens Convention limits the carrier's liability for death or personal injury or loss of or damage to luggage and makes special provision for valuables. It presumes that luggage has been delivered undamaged to you unless you give us or the Cruise operator written notice:
- (a) in the case of apparent damage, before or at the time of disembarkation or redelivery of luggage;
(b) in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or redelivery or from the time when such redelivery should have taken place. Any damages payable by us up to the Athens Convention limits shall be reduced in proportion to any contributory negligence by you and by the maximum amount deductible as specified in Article 8 (4) of the Athens Convention.
(c) Notwithstanding that the Cruise is performed on a Cruise Ship not owned by us, it is agreed that we shall at all times nevertheless be deemed a ship owner for the purposes of the Convention on Limitation of Liability for Maritime Claims 1976 (as amended by the Protocol of 1996 or otherwise and as in force in any relevant jurisdiction from time to time), and so are entitled to limit our liability under its terms.
B5. At the Cruise Terminal – Advance Registration and Check-in- Back to top
You must comply with the following boarding requirements. If you do not arrive to embark on time at any port or place then we shall have no liability in respect of the consequences. In respect of Cruises, the Cruise operators shall not be obliged to delay or deviate from the intended itinerary and you must bear any and all costs arising as a result. Costs associated with transportation to rejoin the Cruise Ship such as, but not limited to, Government fees, visa fees, subsistence, lodging, air fare, launch fare, car hire or agency fees shall be borne by you.
Arrival at the Cruise terminal:
For your comfort and convenience, we recommend that you arrive at the Cruise terminal no earlier than one (2) hour prior to the scheduled embarkation time printed on your Cruise documents. Because of security regulations, you may not be allowed to enter the Cruise terminal prior to the scheduled embarkation time and may want to avoid waiting in potentially inclement weather as the waiting area outside and inside the Cruise terminal may be limited.
Final boarding time:
In order to facilitate the embarkation process, some Cruise operators will require you to complete their online advance registration to comply with new Government regulations governing departure manifests. It is your responsibility to check the relevant Cruise operator's registration and check in process. You will usually be required to check in at the Cruise terminal (2) hours prior to departure time stated on your tickets or you may not be permitted to sail. If you are late arriving, you may join the ship at an approved port of call in the scheduled Cruise itinerary. You will be responsible for all applicable fees and travel expenses to that subsequent port of call.
Boarding time in ports of call:
In all ports of call, it is also your responsibility to be back onboard the Cruise Ship no later than one (1) hour prior to the Cruise Ship's scheduled departure time. Please be aware that shipboard time may differ from the port of call and it is your responsibility to follow the shipboard time. In the event you miss the Cruise Ship, it will be your responsibility to pay all expenses incurred to rejoin the Cruise Ship.
B6. Contagious or Infectious Diseases Affecting Your Cruise- Back to top
At any port or place the Cruise operator may refuse to embark or may disembark any customer who, in the opinion of the Master, ship's medical personnel or other authorised ship's officer, might be excluded from landing at destination by Immigration or other Governmental Authorities or who may be suffering from contagious or infectious disease or whose presence, in the opinion of the Master, may be detrimental to the comfort or safety of other customers or the crew. In such cases you shall not be entitled to any refund of the Package cost or compensation of any kind. Additionally, we will have no liability for any costs or expenses they incur as a result. In cases of quarantine of the ship involving your detention, you must bear all risk and expense thereby caused and will be charged for food and accommodation during the period of detention, payable day by day, if maintained on board the ship, and for all other quarantine fees and expenses assessed or incurred by you.
C. Single Components- Back to top
The terms set out below, together with the terms set out in Section D, apply to non-Package bookings.
C1. Price Changes- Back to top
Price increases may occur any time prior to full payment being received from you, and you will be liable to pay any such increases in full.
C2. Transfer of Bookings- Back to top
In the case of a scheduled flight only booking, transfer to another person will involve cancelling the original booking, thereby incurring any relevant cancellation charges and then making a new booking, which will be subject to availability and any additional price increase. Transfer of any other type of booking is subject to the supplier's own terms and conditions and the applicable amendment or cancellation charges.
C3. Cancellation / Amendment of Bookings- Back to top
Bookings may be amended or cancelled in accordance with the relevant supplier's terms and conditions and subject to the supplier's amendment and cancellation charges. In many cases our flight suppliers may impose charges of up to 100% of the cost of the travel arrangements and these will be passed onto you. Please refer to Section D7 for more details on changing your booking.
C4. Our Liability to You- Back to top
Our responsibility is to make arrangements for the provision by the relevant suppliers (including air carrier of air transport, accommodation owner/supplier, car hire provider) of the components you book, but we do not have any responsibility for the operation of the component itself.
We have no liability to you for any dissatisfaction, loss of enjoyment, loss, injury or damage which results from your use of the single component unless we have negligently failed to select a normally competent provider of the relevant component. Further, we have no liability to you in any event for any consequential loss which you may suffer in relation to any arrangements which you book to coincide with the single component you have booked with us.
Please note, with the exception of flight only bookings which are ATOL protected under our ATOL License 0151, in the unlikely event of our collapse/insolvency, any money you have paid us for any other components is not protected by a scheme of financial protection. If this is important to you, we recommend you book an American Express Package or obtain suitable travel insurance.
C5. International Conventions- Back to top
If any International Convention applies to or governs any of the services or facilities arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the International Convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include: in respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol 1955 and by any additional Montreal Protocols of 1975 and 1999 or otherwise) or the Montreal Convention 1999 (for international travel by air and/ or for airlines with an operating licence granted by an EU country, which the EC Regulation on Air Carrier Liability No 889/ 2002 for national and international travel by air has given effect to); in respect of rail travel, the COTIF Convention concerning International Carriage by Rail 1980 (as amended); in respect of carriage by sea, the Athens Convention 1974 (as amended); in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. Any applicable Protocols or amendments shall apply to all such International Conventions. You can get copies of the relevant Conventions if you ask us. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these Conventions or any other International Conventions applicable to your travel arrangements.
D. All Bookings- Back to top
For all bookings as described in Sections A, B and/or Section C above, a contract will exist between you and us when we issue a confirmation receipt at the end of the booking. A copy of this confirmation receipt will also be sent to the lead traveller.
The lead name on the booking must be a minimum age of 18.
Most Cruise operators will refuse permission for children aged 6 months or less (in some cases 12 months or less) to board the ship. Neither we nor the Cruise operator shall have any liability for any consequences of such a refusal.
D1. Payment terms- Back to top
If your booking is made more than 12 weeks before the intended departure date, you must pay either:-
(i) the full fare (depending on our suppliers' conditions for the travel arrangements in question), or
(ii) a deposit as required by us and/or the supplier of the services for the arrangements in question, the amount of which will be advised at the time of booking.
You will be advised at the time of booking what payment is required for your particular arrangements. The balance of the cost of your travel arrangements must be paid within 12 weeks before the departure date. If your booking is made within 12 weeks of your intended departure date, the total cost of your travel arrangements must be paid at the time of booking.
PLEASE NOTE FAILURE TO PAY ON TIME WILL RESULT IN CANCELLATION.
(iii) A VAT invoice is a legal document that needs to be produced by the supplier of the goods or services. It is supporting evidence for the VAT that the supplier owes to the tax authorities. With regard to the Travel and Lifestyle Service business, American Express has the role of the travel agent. American Express is not the supplier of hotel rooms, nor does it have any right or obligation to raise the relevant invoice in this respect. Furthermore, American Express are not in a position to enforce that the supplier of the hotel rooms raises an invoice in our capacity as the travel agent.
D2. Method of Payment- Back to top
You must pay with your American Express Card. Alternatively, at our discretion, we may accept full or partial payment (with any outstanding balance paid for from your American Express card) through redemption of your Membership Reward points.
D3. Insurance- Back to top
It is a condition of our contract with you that you have suitable insurance cover for the travel arrangements you have booked with us and any activities which you expect to take part in.
D4. Flight Reconfirmation- Back to top
It is your responsibility to ensure that you reconfirm the departure date and times of all your flights at least 72 hours prior to departure. This is particularly important in respect of subsequent journeys after you have left the UK.
D5. Ticketing- Back to top
Your tickets and any other documents relating to your booking will be sent to the lead traveller's address which you give us at the time of booking, or may be delivered by e-mail in the form of an e-ticket and/or voucher(s) to the lead traveller e-mail address you supplied at the time of booking. Provided you have paid the total cost of the travel arrangements, we will endeavour to dispatch your tickets to you at least 2 weeks prior to departure. IT IS IMPORTANT THAT YOU CHECK ALL DETAILS OF YOUR TRAVEL DOCUMENTS BEFORE LEAVING THE UK. IF THERE ARE ANY INACCURACIES OR YOU HAVE ANY OTHER QUERY PLEASE CONTACT US IMMEDIATELY.
D6. Changes You Make Before Travel Including Cancellation By You- Back to top
If you want to change or cancel the arrangements you have booked in any way, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to the transport or accommodation providers' terms and conditions.
For any changes that can be made, we will charge the price that applies on the day the change is made. Remember any change to your departure date, airport, transport, destination, accommodation, or length of holiday has to apply to all members of your booking.
We can only accept change or cancellation requests from the person named on the card used to pay for the booking (or their authorised agent as stipulated by the person named on the card in a third party mandate form). We will apply charges from the date we receive the instruction from you. For changes or cancellations you make to accommodation, the charges set out in the table below will apply. For changes or cancellations to flights, or Cruises, we will pass on to you the charges imposed by the suppliers of these services. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
You are not permitted to change all the names on any booking and at least one of the passengers (over 18) on the original booking must remain, unless you are prevented from travelling for reasons beyond your control and not simply from a change of mind.
If you do cancel, you must still pay any insurance premiums and administration charges, which arose before the cancellation, and any deposits paid for any pre-booked items or services.
Accommodation Changes and Cancellation
If you want to change or cancel any accommodation you have booked through us, we will at our discretion apply the charges as set out in the tables below for each change or cancellation you wish to make. If you have paid supplements for accommodation and the number of people in your accommodation changes, you may have to pay extra.
Please note, in some cases we negotiate special offer rates with our accommodation providers, such rates may not allow changes or cancellations to accommodation – any such changes or cancellations will incur up to 100% charges. Where this applies, you will be advised at the time of booking.
Changes to bookings
|Accommodation||Notice given more than 8 days||Notice given 7 days or less|
|Name Changes||£20 per name change||£20 per name change|
|Changes of Accommodation||£20 per change per booking||£20 per change per booking|
|Change to arrival/departure date||£20 per change per booking||£20 per change per booking|
Cancellation of bookings
|Time we receive your notice to cancel before departure||Accommodation Only Cancellation charge|
|More than 14 days before departure||£20 per person|
|7 days or fewer||100% of Accommodation cost|
Flight, or Cruise Changes and Cancellations
Please note that the majority of our flight providers, and Cruise providers do not typically allow changes to be made to tickets after bookings have been made. The tickets we sell are very restrictive and can result in charges of up to 100% of the price of the ticket being applied by the airline, or Cruise operator, regardless of the notice period given to us. We reserve the right to pass on these charges.
Changes such as name changes (including initial changes), destination and date changes can be treated by such suppliers as a cancellation and rebooking, regardless of the period of notice given to us. If the supplier treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the supplier, which could be up to 100% of the ticket price and you must also pay an amount to cover our administration costs as detailed below in the Section "Our Charges".
Also note that the transport provider may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater than the cost of the original ticket.Our Charges
In addition to any charges applied by transport or accommodation providers, we will also apply a maximum charge of £20 for each person on the booking and for each item you want to change to cover our costs of administering the change. Any booking discount you may have received at the time the original booking was made, may be altered or reduced whenever changes are made.
As part of the ATOL regime, we are required to pay an ATOL Protection Contribution (APC) (currently £2.50 per person) to the CAA. At our discretion we may pass this levy onto you as a separate charge on your invoice. In the event that you choose to cancel your flight the APC is not refundable in any circumstances.
Summary of Changes/Cancellations You Make to Flights, or Cruises
|Transport Services (including flights, Cruises)||Suppliers' Charges||Our Charges|
|Any change including name changes, destination, date and time changes||Up to 100% of the ticket price of the transport provider||Up to £20 per person per change.|
Changes and Cancellation of Optional Extras
When we refer to 'Optional Extras', we mean anything you choose to add to your booking that is additional to the inclusive transport and accommodation arrangements you book. For example, car hire or transfers. If you cancel any Optional Extras for which there is a cost, we will pass on any costs imposed by the provider of the service, in addition, we will charge £20 to cover our costs of administering the change.
D7. Suppliers' Conditions- Back to top
Our third party suppliers have their own booking conditions and conditions of carriage, and you will be bound by these, so far as the relevant supplier is concerned. Our Suppliers' Conditions will also apply to your contract with us, and in the event of any conflict between the Suppliers' Conditions and our conditions, the Suppliers' Conditions will prevail, save to the extent that any term in the Suppliers' Conditions is deemed to be invalid or unenforceable, in which event our conditions will prevail. Some of our Suppliers' Conditions may limit or exclude liability on the part of the relevant supplier and, by virtue of their application to your contract with us, may also limit or exclude our liability to you, and are often subject to International Conventions. Where relevant, copies of such conventions may be available for inspection at the office of the relevant supplier. Suppliers Conditions applicable to your booking will be displayed to you on the final itinerary page and can also be accessed through a link on the confirmation page and email.
D8. Airline Collapse- Back to top
In the unlikely event that the airline with which you are travelling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. If you have provided us with your contact details for when you are abroad, this may further assist us in contacting you. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.
In making alternative return flight arrangements for you we will take the approach of 'like for like'. What this means is that if your flight is an economy seat we will arrange an economy return alternative and if this is not available immediately, you will be responsible for the cost of remaining abroad until it is or if you wish to upgrade to an immediately available business or first class seat, you will have to pay the difference between the economy seat and the upgraded seat. If your flight seat is business or first class, we will endeavour to find an immediately available business or first class alternative. Our priority, however, will be to book your return flight as soon as possible and, therefore, if the earliest return flight is in a lower class than that which you booked, that return flight is what we will arrange for you and that will be the extent of our obligation to you.
D9. Flight and Other Travel Timing- Back to top
Flight timings are provided by airlines and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and we do not have any liability to you for any delay, which may arise, or for any schedule alterations.
At the Airport – Check-in
If you fail to check in on time, the airline is entitled to refuse to allow you to board the flight. We cannot accept responsibility if such a situation arises and, whilst we endeavour to assist in making alternative travel arrangements to your resort, any cost or loss incurred as a result will be your responsibility.
If you fail to check in at all for your flight from the UK, we retain the right to cancel any other arrangements you have booked with us and you will be unable to use your return flight to the UK. No refund can be made for any unused arrangements.
Important notice: you must check-in at least 1 hour prior to departure, failure to do so could result in you being denied travel. Remember no calls will be made for your flight so please make sure that you are at the departure gate no later than 45 minutes before your departure time. Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense.
D10. Denied Boarding- Back to top
Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier's actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.
D11. Complaints- Back to top
If you are not satisfied with any aspect of your travel arrangements please complain as soon as possible to the relevant person (for example, the hotel management, Customer Relations Desk on board the Cruise Ship). If they cannot help you must contact us on the telephone number supplied to you on your invoice/receipt and we will do everything reasonably possible to sort the problem out. If you are still not satisfied please write to our offices in the UK within 28 days of returning home. If you have special needs, which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone. The address to send complaints to is:
Customer Relations Department
American Express Travel UK
1 John Street
East Sussex BN88 1NH
We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered.
It is difficult and sometimes impossible properly to investigate a complaint if we are not told about it reasonably quickly once your trip is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your trip, prevent us from carrying out a proper investigation.
We aim to resolve all complaints ourselves, but if this is not possible, your complaint can be considered under a dispute resolution scheme devised by ABTA and administered by IDRS Ltd. We will give you details of this scheme if you ask. The scheme does not apply to claims over £25,000 in total or more than £5,000 per person, or to claims mainly about illness or injury. To take advantage of the scheme you must contact the Chartered Institute of Arbitrators within 9 months of returning from your trip.
D12. Travel Advice- Back to top
For up to date UK Government health & travel advice (including passport and visa requirements) please contact the Foreign & Commonwealth Office Travel Advice Unit. The FCO may have issued information about your holiday destination. You are advised to check this information on the FCO website: visit- www.fco.gov.uk. Alternatively call 0845 8502829. See our website for further information.
D13. Passports & Visas (British Citizens) and Health Requirements- Back to top
It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa, including transit visas, and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. It can often take some time to obtain a passport or visa therefore you should apply well in advance. In peak periods it is advisable to allow at least 4 weeks. General information on passport and visa requirements for British Citizens is available through our website or within the details sent to you. However, passport and visa regulations and health requirements can change at any time, therefore, we recommend that you check passport/visa requirements with the Embassy or Consulate of the country you intend to visit and that you consult your GP or the Foreign Office- (www.fco.gov.uk) regarding health requirements or visit websites such as- www.nathnac.org.uk -and- www.hpa.org.uk -for information. We will have no liability to you if you or any member of your party travel without the correct passport and visa or without the necessary vaccinations, and you will have to pay to us any costs which we incur through helping you because of any such failure on your part.
D14. General Information- Back to top
Joint Services: Please note that two airlines may share the same services; therefore a flight may not be operated by the airline whose designated code is shown on your itinerary and ticket.
Taxes: We will advise you of all mandatory taxes, which you must pay before departure. However, many countries charge departure taxes that can only be paid locally. It is therefore recommended that you retain sufficient local currency to meet such charges. Details of departure taxes can be obtained from the relevant airline when you reconfirm your flight details.
Refunds: All refunds, expressly agreed by us under these booking conditions to be due to you, may take up to eight (8) weeks to be credited to your American Express account used to make the initial payment.
D15. Fares and Service Charges- Back to top
Services and goods provided during the holiday, service charges and any port or airport charges and taxes which are not included in the confirmed holiday price must be paid by you. Where services or goods are provided on board the Cruise Ship, payment must be made before you disembark. Without prejudice to any lien over your goods, you agree that the Cruise operator shall be entitled to prevent any baggage or goods belonging to or travelling with you from leaving the Cruise Ship until all sums owed to the Cruise operator have been paid in full.
Service charges and tipping vary between Cruise operators. Service charges and tips are generally applied in recognition of the service you receive on board from all members of the crew, in a variety of locations. Many more crew behind the scenes support those who serve you directly and for this reason some Cruise operators may require payment of service charges or tips in advance of travel. In some cases these service charges or tips will be payable at the time of booking and shown on your confirmation invoice, in other cases they will automatically be added to your on-board Cruise Ship account. Where charges are made at the time of booking and shown on our website and included on your confirmation invoices, it may be possible to request these charges are removed from your booking and added to your on-board Cruise Ship account. Please enquire with us at the time of booking.
Please note that some Cruise operators may leave tips at your discretion on board, or may expect you to reward good service in addition to payment of the pre-payable service charge. Where gratuities are payable onboard for e.g. drinks, beauty treatments, it is suggested that the amount of 10-15% is appropriate. Service charges may be subject to change. For further details please enquire at the time of booking.
D16. Special requests- Back to top
If you have a special request for anything that is not automatically part of the travel arrangements you book through us, please advise us when you book and we will pass this information on to the companies we work with. Our note of your request on your invoice/receipt confirms we have received it and does not guarantee that we, or the relevant supplier, can meet with your request. Where possible they will try to help you, but we cannot guarantee any request unless it is noted on your invoice/receipt and we also confirm the request separately in writing. We must emphasise that verbal confirmations of special requests cannot be taken as a guarantee that they will be met e.g. special meal types on flights, or hotel room or Cruise Ship state room number requests. We will not pay compensation for failing to meet a special request that we have not confirmed separately in writing.
D17. Disabled Travellers and Passengers with Reduced Mobility- Back to top
We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you. For customers who require support or advice prior to booking, please note carefully the information below regarding different travel arrangements and for further assistance please contact our Special Needs Team on- 0800 1073409.- This is a dedicated telephone line for special needs enquiries and we are unable to transfer calls to other departments.
If you have a medical / mobility problem / condition or disability which may affect your holiday, please tell us before you confirm your booking. We and our suppliers may require a doctor's certificate or other documentation, information or waiver relating to such disability, medical / mobility problem or condition or fitness to travel as we or our suppliers consider necessary. In any event, you must give us full details in writing at the time of booking.
Overseas accommodation and services
The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. If you have any disability, you must make appropriate enquiries about the suitability of particular accommodation, resorts, transport and services, and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied.
If you or a member of your party are a wheelchair user or have reduced mobility we strongly advise that you contact us directly before making your reservation. This will enable you to confirm with us or the airline and airport the availability of any assistance requirements prior to booking, as any changes made after booking will be subject to our standard change fees.
You acknowledge that medical care while on a Cruise Ship may be limited or delayed and that the ship may travel to destinations where medical care is unavailable. Certain international safety requirements, shipbuilding requirements and/or applicable regulations may cause difficulty for mobility-impaired persons or persons with severely impaired sight and/or hearing. If you require the use of a wheelchair you must provide your own as any wheelchairs available on Cruise Ships are for emergency use only. For convenience and comfort collapsible wheelchairs are strongly recommended. Standard cabins on Cruise Ships are not designed to be barrier free and wheelchair accessible. You must be physically fit to undertake the holiday. You must be self sufficient and/or must travel with a companion able to provide any assistance needed during the holiday.
You may not be able to participate in certain activities or programs either on board the ship or onshore at ports of call if to do so would create a risk of harm to yourself or any other person.
D18. Excursions- Back to top
Excursions include, but are not restricted to, any sightseeing trips, events or other tours either attended in resort or land based 'shore' excursions for which additional payment is required. Excursions can either be booked and/or paid for in resort or on Cruise Ships ("Overseas Booked Excursions") or pre-booked and paid for when you book your Package with us ("Pre-booked Excursions"). All excursions are supplied by third party suppliers and are subject to the entitled "Suppliers' Conditions" above. We accept, subject to the Sections entitled "Suppliers' Conditions" and "Our Liability to You" above, responsibility for Pre-booked Excursions. However, Overseas Booked Excursions do not form part of your Package and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything which may go wrong on an Overseas Booked Excursion. We, our servants, employees or agents are acting, depending upon the actual Overseas Booked Excursion, either as agents for the relevant Overseas Booked Excursion supplier or as agent for you. In any event the contract for any Overseas Booked Excursion is between you and the Overseas Booked Excursion provider. It is your responsibility to note carefully any conditions of contract contained in any Overseas Booked Excursion, literature, ticket or receipt you are given. For Overseas Booked Excursions you may be subject to the laws of the country in which you take your excursion and may be required to bring any disputes or claims before the Courts of that country also.
D19. Flight Detail- Back to top
If it is possible, at the time of booking, to provide details of the type of aircraft, which will be used, we will provide you with these. However, it is not possible to guarantee that this is the type of aircraft which will be used because this may change.
D20. Information Accuracy- Back to top
Descriptions of accommodation, facilities and services and Cruise facilities and itineraries we provide are based on information obtained from our suppliers. Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities, water-sports for example, may not be available all year round. There may be a charge for some facilities, for example, TVs, safety deposit boxes, sun-loungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote for travel between airport and resort are approximate and, depending on circumstances, the journey time to your own chosen property may be longer. Note also that the pictures shown on the website are representative of the accommodations provided by the supplier, and do not depict the exact accommodation you may eventually be provided.
D21. Personal Information- Back to top
We will provide your personal information, as well as any personal information you provide in relation to those other persons who form your booking party, to suppliers and carriers who might be located outside the UK and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious or disability-related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant suppliers and carriers to enable provision of the services to you.
D22. Your Responsibility- Back to top
We want all our customers to have an enjoyable and carefree trip. But you must remember that you are responsible for your actions and the effect they may have on others. If we (or another person in authority) believe your actions could upset other customers, our suppliers or our own staff, or put them in danger, your holiday / travel arrangements may be ended and this could mean we or our suppliers may either ask you to leave your booked accommodation, or prevent you from boarding the aircraft. Our suppliers will deny boarding or impose additional conditions of carriage on any passenger who, for example, is intoxicated and/or disruptive or found to be smoking on board the aircraft. If this happens, we will not pay compensation, make refunds, or cover any expenses you suffer as a result.
If your behaviour or the behaviour of any members of your travelling party causes any aircraft or Cruise Ship to be diverted we and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion.
We cannot accept liability for the behaviour of others in your accommodation, Cruise Ship or flight, or for any facilities/services withdrawn as a result of their action.
D23. Law and Jurisdiction- Back to top
Your contract will be governed by English law and any disputes will be dealt with in the courts of England and Wales. If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.
D24. American Express Travel Services Privacy Statement- Back to top
American Express Europe Limited, trading as American Express Travel Services ("we", "us" or "our") provides the site available at- www.americanexpress.co.uk/travel and an optimised version of the site available via a mobile device (the "Travel Site").
Protecting your privacy is important to us. We hope the following Privacy Statement will help you understand how we collect, use and safeguard the personal information you provide to us on the Travel Site.
The following are all parts of the Statement:
When you provide or access your personal information and account data on the Travel Site, we require that a 'secure session' first be established using Secure Socket Layer (SSL). For further information about SSL and the safety and confidentiality of the transmission of your personal information over the Internet, please read our- Security Q&A.
Given the global nature of the products and services we offer and that the online environment is global, using the Travel Site to book foreign travel necessarily involves transmismitting your personal information to us and our third party suppliers on an international basis. Some territories outside the European Economic Area may not have laws which provide the same level of protection for personal information as those inside the European Economic Area. However, we will endeavour to protect all personal information collected through the Travel Site in accordance with this Privacy Statement.
By browsing the Travel Site, communicating electronically with us and booking Packages, Cruise Packages, Single Components or any other product or service that we may from time to time offer through the Travel Site (together the "Travel- Services"), you acknowledge our processing of personal information in this way.
Cookies and Information we Collect Automatically
When you browse the Travel Site, we collect information such as the server your device is logged on to, your browser type (for example, Internet Explorer), operating system and your IP address. An IP address is a number that is assigned to your device automatically and required for using the Internet. We may also derive the general geographic area associated with an IP address.
We use "cookies", sometimes in combination with "web beacons" or similar technology to collect information about how the Travel Site is used such as average time spent on the Travel Site, pages viewed, information searched for, access times, response rates to online or e-mail advertising and other relevant information about your online experience. We also use a cookie to enable our server to recognize you as a registered American Express online service user when you re-enter the Travel Site.
Cookies are small text files that site operators often store on the devices of visitors to their sites. They are widely used in order to make sites work, or work more efficiently, as well as to provide information to the owners of the site.
There are two broad categories of cookies – 'first party cookies' and 'third party cookies'. First party cookies are cookies that are served directly by the site operator to your device, and are used only by the site operator to recognise your device when it revisits that site. Third party cookies are served by a service provider on behalf of the site operator, and can be used by the service provider to recognise your device when it visits other sites. Third party cookies are most commonly used for site analytics or advertising purposes.
The Travel Site also permits third party advertising cookies to be served to your device for the purpose of serving interest-based advertising. These cookies are used by our third party advertising providers (such as DoubleClick) to track your browsing activity across the Travel Site as well as across other sites that have partnered with those advertising providers. They use this information to display ads on the Travel Site and those other sites that they believe to be more relevant to your specific interests and therefore more useful to you.
The "help" portion of the toolbar on most Internet browsers will tell you how to change your browser cookie settings, including how to have the browser notify you when you receive a new cookie, and how to disable cookies altogether
If you would like to learn more about cookies, web beacons and interest-based advertising please read- About Cookies or visit www.allaboutcookies.org -and- www.youronlinechoices.eu -for more information.
Information we Collect When You Register, Make a Booking or Otherwise Identify Yourself
In order to provide you with a Travel Service through the Travel Site, we may request that you supply us voluntarily with personal information, including:
- your E-mail address;
- your address and telephone number;
- your American Express account number(s) and the account numbers of any traveller loyalty schemes (such as airline frequent flyer clubs) which may be relevant to a booking you make through the Travel Site;
- your date of birth;
- your Card details;
- any special requests that you may have in relation to the service that you book through the Travel Site, including but not limited to information about special dietary, religious or disability related requirements.
If additional people will be travelling under your booking for a service, we will also request the name and date of birth for all persons travelling in your booking party. You may also provide us with information about special requests (including but not limited to information about special dietary, religious or disability related requirements) relating to any member of your booking party.
We may monitor and/or record telephone calls that you make to us in connection with your account or any booking, or that we make to you, either by ourselves or by reputable organisations selected by us to ensure consistent servicing levels and to monitor and improve the provision of our Travel Services.
If you are known to us as a registered user of an American Express online service, the American Express group of companies worldwide, including other organisations which offer American Express products and services, may combine information about your use of the Travel Site and the www.americanexpress.co.uk site, with certain other online and offline information we lawfully have about you as an American Express customer, including details of where and how you use our Travel Services and other products and services that the American Express group of companies provides, as well as information you have provided to us and information available from external sources, such as merchants and marketing organisations, in order to customize your online experience and present you with relevant online and offline offers and updates.
We use information collected through your use of the Travel Site, including the information we collect by using cookies, web beacons and similar technologies in order to:
- track the use of and enhance the development of the Travel Site;
- tailor offers on the Travel Site and other sites on which we advertise, to analyze the effectiveness of such offers and to customise the Travel Site;
- personalize our communications and offers to you and provide you with a more effective user experience by recognizing when you are on the Travel Site;
- process you bookings for Travel Service, complete your transactions, respond to your requests, provide products and services that you have requested and notify you of account, product or service updates.
- administer, manage and provide the service you book through the Travel Site in an efficient manner;
- provide you with information about our products and Travel Services and the products and services of other companies that we think you may be interested in;
- conduct online surveys; and
- prevent fraud.
For more information about our use of personal information generally, please read the Amex Privacy Code and the Privacy Notice for your Amex product or service, if applicable.
Information we Share
We may disclose the personal information we obtain from the Travel Site to other companies within our worldwide group of companies and to companies we engage to process data on our behalf.
When you book a Travel Service through the Travel Site, some of the personal information you provide to us is held on a computerised reservation system that we use in order to make the Travel Service available to you. The suppliers that we engage in order to provide the Travel Services to you (including, for example, travel agents and airlines) have access to the computerised reservation system in order that they may supply the Travel Services to you on our behalf.
If arrangements are in place for us to provide you with Travel Services for or on behalf of your employer, we may disclose information about you and the Travel Services selected by you to your employer in order to process and collect charges for Travel Services and manage any travel or insurance benefits in which you are enrolled. Information about how you use the Travel Services may be used by us to develop reports for your employer in order that it may maintain effective travel policies and procedures.
In addition, we may disclose personal information that we obtain from the Travel Site (i) where necessary for compliance with a legal or regulatory requirement to which we are subject (ii) to protect or enforce our rights or the rights of any third party, (iii) to a competent court, government body, regulator, law enforcement agency or other applicable authority and (iv) to successors in title to our business or as a result of a sale, merger, consolidation, change of control, transfer of assets or re-organisation of American Express Europe Limited or any of our subsidiaries or affiliates.
We will use the personal information we obtain from the Travel Site to send you marketing communications in accordance with this Privacy Statement and your communications preferences.
If you provide us with your E-mail address we may send you E-mails so that we can make marketing offers or provide Travel Services to you if you are a customer. When we send E-mails to you, we may be able to identify information about your E-mail address, such as whether you can read graphic-rich html E-mails. If your E-mail address is html-enabled, we may choose to send you graphic-rich html E-mails.
Please note that we do not provide your E-mail address to third party business partners without your consent. However, we may send you offers on behalf of these business partners, where this is in accordance with your communications preferences.Keep in mind that if you take advantage of an offer from an American Express business partner and become their customer, they may independently wish to send offers to you. In this case, you will need to inform them separately if you wish to decline receiving future offers from them.
We provide customers with an easy means of declining receiving E-mail offers. Although some customers tell us they appreciate receiving Email offers, we recognise the importance of providing you with a choice. At any time, you may request to discontinue receiving these offers from us by clicking on the opt-out link usually located in the footer of the email. All E-mail offers that you receive from us will inform you of how to stop receiving further E-mail offers.
In addition to contacting you by e-mail, we may also contact you regarding our products and services by telephone and postal mail. If you would like to decline these or all marketing communications please call the customer service number printed on the back of your Card.
Linked Internet Sites
The Travel Site may contain links to sites which are outside our control and not covered by this Privacy Statement. We encourage you to read the rules and policies of these sites to further understand their procedures for collecting, using and disclosing personal information, which may differ from ours.
We do not use americanexpress.co.uk to knowingly solicit data from or market to children under the age of 18.
Our Commitment to Privacy
In keeping with our long-standing leadership in consumer privacy protection, we are actively involved with current industry initiatives to preserve individual privacy rights on the Internet and in all aspects of electronic commerce.
For additional information about our commitment to protecting the privacy of our customers both online and offline, please read the American Express Customer Privacy Principles. The American Express Travel Services Privacy Statement applies these Principles to our online travel customers and defines our commitment to protecting their privacy.
If you have questions about this Privacy Statement, please call 01273 576151. You may also write to us at American Express Europe Limited, Data Protection Office, P.O. Box 880, Amex House, Edward Street, Brighton, East Sussex, UK, BN2 2LP.
Your Right of Access and Correction
If you ask us, we will tell you what information we hold about you and provide it to you in accordance with applicable law. There may be a charge for this as permitted by law.
If you believe that any information we hold about you is incorrect or incomplete, you should write to us without delay.
To request access to, or to correct or update the personal information we hold about you, please contact us at the address provided above.
Any information which is found to be incorrect or incomplete will be corrected promptly.
Changes to the Privacy Statement
Changes to our Privacy Statement will be noted here so that you can be fully informed about the privacy protection we provide and your choices with regard to our use of personal information for marketing purposes. If you do not agree to any such changes, please do not continue to use the Travel Site.
Date Last Revised: 25th June 2012.