Terms and conditions
American Express Europe Limited Booking Conditions
Please read the following booking conditions (the "Booking Conditions") carefully as they (together with the information contained within the Itinerary) 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"). If there is anything within these Booking Conditions that you do not understand, then please contact us using the details given below in Section D11 to discuss.
If you do not agree to these Booking Conditions or the information set out in the Itinerary, you must not make a booking with us.
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 Directive 2015/2302 (a "Package Holiday"). Section A below explains in detail what a Package Holiday is and contains the Booking Conditions which apply to a Package Holiday.
Section B contains the Booking Conditions which apply to a Cruise Package.
Section C (under the heading "Single Components") contains the Booking Conditions which apply to non-Package bookings.
There are certain terms which apply to any type of booking and these are detailed in Section D.
Your Contract /Your Financial Protection- Back to top
We do not own or provide any of the services, facilities or travel arrangements which make up your Package Holiday. These are provided by third parties whom we source to provide the services, facilities or travel arrangements which make up your Package Holiday (i.e. the Travel Provider(s) (defined below)).
We sell two different types of Package Holiday, where we are the organiser of the Package Holiday and which are subject to Section A:
- "Principal Package" – this is where we have created a Package Holiday and we sell this to you under a single contract. For a Principal Package, your contract for the Package Holiday is with us.
- "Multiple-Contract Package" – this is where we act as an agent for different travel providers (e.g. airlines, hoteliers, car hire companies ("Travel Provider(s)")). For Multiple-Contract Packages, we arrange for you to enter into separate contracts with each Travel Provider and it will be the relevant Travel Provider which will be the principal in the contract with you.
We will confirm to you upon booking which type of Package Holiday you have booked with us by issuing you with an ATOL Certificate. This will state that it is for a "Package (Single Contract)" when you have booked a Principal Package with us, or alternatively it will state "Package (Multiple-Contract) " for a Multi-Contract Package booking.
Any booking you make through us will be a Package Holiday with the exception of Cruise Packages (see Section B, which deals with Cruise bookings) or circumstances where you only book a single component i.e. a flight, a hotel or a transfer (Section C deals with single component bookings).Your Financial Protection
We provide full financial protection for our flight-inclusive Package Holidays and ATOL protected flight only sales by way of our Air Travel Organiser's Licence number 0151 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email email@example.com.
When you buy an ATOL protected flight or flight inclusive Package 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 the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, 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 reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
When you buy a Package Holiday that does not include a flight, protection is provided by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.co.uk. Our ABTA membership number is V4157.
These arrangements ensure that payments made by you for your Package Holiday would be refunded and/or you would be repatriated in the unlikely event of our insolvency.
A2. Price Changes- Back to top
We may change the advertised price of any Package Holiday from time to time. We try hard to make sure that the advertised price is the most up-to-date price, but prices can change at short notice. We will confirm the actual price at the time of booking.
We advertise a large number of Package Holidays and we try hard to ensure that the advertised price is always accurate, but sometimes errors do occur. We will normally verify prices at the time of booking. If there is mistake, and the actual price is lower than that given at the time of booking, we will only charge you the lower amount. If the price is higher, we will contact you for instructions or reject your booking (at our sole discretion) and notify you of this so that you can decide what you would like to do.
We are under no obligation to supply you with a Package Holiday which is incorrectly priced, even after we have issued our Itinerary, if the error should reasonably have been apparent to you. In these circumstances, we may contact you for instructions or cancel your booking and notify you so that you can decide what you would like to do.
We may change the price of your Package Holiday after we have issued our Itinerary in order to pass on to you changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees on the travel services included imposed by third parties other than the Travel Provider(s), including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) the exchange rates relevant to the Package Holiday. We shall notify you of any price increase at least 20 days before the start of your Package Holiday, together with an explanation for this change.
If the price of your Package Holiday is increased by more than 8% of its total price, then you may:
- accept the price increase;
- reject the price increase and terminate your Package Holiday with a full refund within 14 days of termination; or
- reject the price increase, terminate your Package Holiday and take an alternative one if we decide to offer this. If you decide to take an alternative Package Holiday, we will inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with Section A12 below.
We will give you a reasonable period of time to make your decision, which will usually be 14 days from notification of the price increase. If we do not hear from you within this timeframe, we shall be entitled to take further steps to terminate the Package Holiday.
If you decide to reject the price increase and terminate your Package Holiday with a full refund within 14 days of termination, you may also be entitled to compensation in accordance with the compensation figures set out in Section A12 below.
You will be entitled to a price reduction corresponding to any decrease in the costs described above which occur after you have booked but before the start of your Package Holiday, although we will be entitled to deduct our administrative expenses of this process. You will be entitled to ask for a breakdown of these administrative expenses.
A3. Changes Made By Us Before Travel- Back to top
As the arrangements which make up your Package Holiday are planned many months in advance, from time to time we may need to make a change to your Package Holiday. We reserve the right to do so at any time. Most changes are minor changes, however, occasionally we have to notify customers of a "significant change" that we must make to a Package Holiday. A significant change is a change made before the start of the Package Holiday to any of the main characteristics of the Package Holiday, or any of your special requirements which we have accepted. A significant change may 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 Package 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 Holiday and no alternative pool is available either at the property or nearby
- A significant change of itinerary missing out two or more ports altogether.
In the unlikely event that we have to make a significant change to your Package Holiday, we will tell you as soon as is reasonably possible. You will then have the option to:
- accept the proposed change. If this results in a Package Holiday of lower quality or cost, you may be entitled to a price reduction in accordance with Section A12 below;
- reject the proposed change and terminate your Package Holiday with a full refund within 14 days of termination; or
- reject the proposed change, terminate your Package Holiday and take an alternative one if we decide to offer this. If you decide to take an alternative Package Holiday, we will inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with Section A12 below.
We will give you a reasonable period of time to make your decision, which will usually be 14 days from notification of the significant change. If we do not hear from you within this timeframe, we shall be entitled to take further steps to terminate the Package Holiday.
Unless the change is as a result of circumstances listed in the paragraph below headed 'Unavoidable and Extraordinary Circumstances', if you decide to reject the proposed change and terminate your Package Holiday with a full refund within 14 days of termination, you may also be entitled to compensation in accordance with the compensation figures 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
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 described in the Section entitled "Changes made by us before travel" (e.g. a change of less than 12 hours to the time of departure), 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, or give you any of the options set out in the section above.
A5. Cancellations By Us Before Travel - Back to top
On rare occasions, we may have to cancel your Package Holiday and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative Package Holiday if we are able to, and inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality cost, you may be entitled to a price reduction in accordance with Section A12 below. If we cannot offer you an alternative, or even if you just prefer, we will provide you with a full refund of any payments made for the Package Holiday.
You may be entitled to compensation as a result of our termination in accordance with the figures set out in Section A12 below, except where we are prevented from performing the contract because of Unavoidable and Extraordinary Circumstances (see Section A8) and we notify you of the cancellation without undue delay before the start of your Package Holiday.
A6. Changes You Make To Your Package Holiday Before Travel - Back to top
Your right to make changes to your Package Holiday are set out at Section D6.
You may also transfer your Package Holiday to another person who satisfies all the conditions applicable to the Package Holiday (provided that the other person must be an American Express card member), subject to you and the other person accepting that you will both be liable, jointly and individually, for full payment of any balance due to be paid and any fees, charges or other costs arising from the transfer. We shall notify you of these costs upon receipt of your request to transfer.
In order to take advantage of this possibility, you must contact us using the details set out in Section D11. You will need to give us reasonable notice of this change so that we can make the necessary arrangements, but 7 days before departure shall be considered to be reasonable.
A7. Cancellations By You To Your Package Holiday Before Travel - Back to top
Your rights to cancel your Package Holiday are set out Section D6.
You shall also have the right to cancel your Package Holiday before it starts without paying any cancellation charge in the event of unavoidable and extraordinary circumstances (which is described in Section A8 below) occurring at the place of destination or its immediate vicinity and significantly affecting the performance of the Package Holiday, or which significantly affects the carriage of passengers to the destination. If you cancel in this circumstance, we shall provide you will a full refund of any payments made in relation to your booking but you will not be entitled to compensation or any of the rights set out in Section A12 below.
A8. Unavoidable and Extraordinary Circumstances - Back to top
In these Booking Conditions, where we refer to Unavoidable and Extraordinary Circumstances, it means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.
This may cover, for example, warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the destination as agreed in the package travel contract.
Cruise ships shall, in the event of Unavoidable and Extraordinary Circumstances, 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 Holiday.
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 Unavoidable and Extraordinary Circumstances, we have to change your Package Holiday after departure, or we, or our Travel Provider(s), cannot supply your Package Holiday, as we, or they, had agreed, or you suffer any loss or damage of any description.
A9. Our Responsibility For the Performance of the Package Holiday- Back to top
We do not own or provide any of the services, facilities or travel arrangements which make up your Package Holiday. These are provided by third party Travel Provider(s) whom we source to provide the services, facilities or travel arrangements which make up your Package Holiday. In this regard:
(i) For Principal Packages, our obligations, and those of our Travel Provider(s) providing any service or facility involved in any of your Package Holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where our Travel Provider is actually providing the service or facility, to provide them with reasonable skill and care.
(ii) For Multiple-Contract Packages, our only obligation to you is to exercise reasonable skill and care in arranging for you to enter into contract(s) with the Travel Provider(s). Where the Travel Provider is actually providing the service or facility, it shall provide them with reasonable skill and care.
In addition, we have a responsibility to you for the performance of the travel services which make up your booking under the Package Travel Regulations 2018, irrespective of the fact that such obligations are to be performed by the Travel Provider(s), as described below.
You must inform us without undue delay of any failure to perform or improper performance of the Package Holiday (“Non-Performance”) which you perceive during the performance of a travel service included in the Package Holiday. If you fail to do so, this may affect the price reduction or compensation you might otherwise be entitled to.
If any of the travel services are not performed in accordance with the terms of your booking, we shall remedy that Non-Performance, or if we do not do so within a reasonable time after notification by you, you may do so and request reimbursement of expenses from us. However, these rights will not arise if remedying the Non-Performance is impossible or entails disproportionate costs taking into account the extent of the Non-Performance and the value of the travel service effected. If we do not remedy the Non-Performance, then you may be entitled to a price reduction or compensation in accordance with Section A12 below.
If a significant proportion of the travel services cannot be provided as agreed in the booking, we shall offer, at no extra cost to you, suitable alternative arrangements for the continuation of the Package Holiday. The alternative arrangements shall, where possible, be of equivalent or higher quality than those specified in your booking. Where they are of lower quality you will be entitled to a price reduction as described in Section A12 below. You may only reject the alternative arrangements we offer to you if they are not comparable to what was agreed in the booking or the price reduction is inadequate.
If Non-Performance substantially affects the performance of the Package Holiday, and we have failed to remedy it within a reasonable period of time after notification by you, you may decide to continue with your Package Holiday or terminate your booking without paying a termination fee. If you decide to terminate, then if your Package Holiday included carriage to the destination, we shall also repatriate you with equivalent transport without undue delay back to your place of departure and at no extra cost to you. In either case, you may, where appropriate, request a price reduction and/or compensation in accordance with Section A12 below.
If it is impossible to ensure your return to your place of departure as agreed in the booking because of Unavoidable and Extraordinary Circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per passenger. This limitation shall not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before the start of the Package Holiday.
If a longer period of accommodation than that referred to in the paragraph above is provided for in EU legislation concerning the passenger’s mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described above in the event of Unavoidable or Extraordinary Circumstances, then the limits set out in this legislation will apply instead.
A10. Prompt Assistance In Resort - Back to top
We shall provide you with appropriate assistance without undue delay if you are in difficulty, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.
If you are in difficulty and you need our assistance, please contact us using the details set out in Section D11 below.
A11. Flight Delays- Back to top
Delays sometimes occur. When a delay occurs you may be eligible to care and assistance from the airline, including refreshments and meals when appropriate. We will not do this ourselves as such arrangements will normally be the responsibility of the airline.
A12. Flight Delays- Back to top
COMPENSATION FOR NON PERFORMANCE OF PACKAGE HOLIDAY
(i) You will be entitled to an appropriate price reduction for any period during which there is Non-Performance of the Package Holiday, unless this Non-Performance is attributable to you.
(ii) In addition to this, you shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of Non-Performance except where the Non-Performance is:
- attributable to you;
- attributable to a third party unconnected with the provision of the travel services included in the Package Holiday and is unforeseeable or unavoidable; or
- due to Unavoidable and Extraordinary Circumstances.
LIMITATIONS ON COMPENSATION CLAIMS
Compensation under International Conventions
(iii) We shall not be liable to pay compensation to you in connection with your Package Holiday where there are international
conventions which limit the extent or the conditions under which compensation would have to be paid by one of our Travel Provider(s).
These same limitations will apply to us and in an identical manner as if such limitations applied directly to us. These international
conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the
Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International
Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the
provision of accommodation. We shall have the full benefit of any limitation of compensation which is contained in these conventions
and any other international conventions which govern the travel arrangements which make up the Package Holiday. Please ask us for
copies of these international conventions if you would like to see them.
Travel Provider(s)' Contractual Limitations
(iv) Our liability will also be limited in accordance with the contractual terms of the Travel Provider(s) which provide the elements of your Package Holiday and in an identical manner as if such limitations applied directly to us.
Value of Compensation
(v) Our liability to you in connection with your Package Holiday shall be limited to a maximum of three times the cost of your Package Holiday, except in cases involving death, injury or illness where we or our Travel Provider(s) have caused such damage intentionally or with negligence. This maximum will only be payable when every aspect of your Package Holiday has gone wrong and you have not received any benefit from your Package Holiday. Any sums received by you from Travel Provider(s) will be deducted from any sum paid to you as compensation by us.
Extent of Liability under these Booking Terms and Conditions
(vi) Except as set out above, we accept no liability for any claims, losses, expenses, damages or liability for your Package Holiday,
except in cases involving death, injury or illness where we have caused such damage with negligence.
YOUR ACTIONS IN RELATION TO COMPENSATION CLAIMS
Assisting Us With Your Claim For Compensation
(vii) 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 Section D11 below.
Reporting Illness And Medical Reports
(viii) Should you become ill while on your Package Holiday, 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 home. 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.
Compensation For Denied Boarding
(ix) 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.
A13. 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 A12. 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". The terms set out below, together with the terms in Section D, apply to bookings of a Cruise Package.
When you book a Cruise Package, you will be entering into a contract with the Travel Provider for the Cruise Package. This may be ICE Europe Limited or the actual operator of the Cruise. In all such bookings, our role will be limited to acting as an agent on behalf of the Travel Provider of the Cruise Package. In addition to these Booking Conditions, the terms and conditions of the Travel Provider will also apply to your booking. Where the Travel Provider is ICE Europe Limited, the terms of and conditions of the operator of the Cruise will apply in addition to those of ICE Europe Limited. All terms and conditions are available on request.
B1. Pregnancy and Small Children- 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 and the Cruise ship cannot 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 Travel Provider(s) 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.
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.
B2. Medical- Back to top
We and our third party Cruise Travel Provider(s) reserve the right to require you to produce medical evidence of fitness to travel on a Cruise Package.
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 Travel Provider(s) reserve the right to refuse passage to you if you fail to notify us and our third party Cruise Travel Provider(s) 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 Locally Booked Excursions or Pre-Booked Excursions – as defined in Section D17), 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 Travel Provider(s) 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 this Section B3, neither you nor (at our and our third party Cruise Travel Provider'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 your place of departure or to any other place or for any other form of loss or expense whatsoever. Where you are repatriated pursuant to this Section B3 at our expense, we reserve the right to recover our costs.
B4. Our Liability to You- Back to top
Our only obligation to you is to exercise reasonable skill and care in arranging for you to enter into contract(s) with the Travel Provider(s) of the Cruise Package. We shall have no duties to you concerning the actual performance of the Cruise Package. We shall have no liability to you for any loss, damage, cost, expense or otherwise which you suffer and which arises out of the failure to perform or the improper performance of the Cruise Package, except where death or personal injury has been caused by our negligence.
- We limit our liability, where applicable, by the Conventions referred to in this Section and by the terms detailed in Section A12.
- 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 Travel Provider 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 and the Travel Provider(s) 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 two (2) hours 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 two (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 Cruise 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 bookings other than for Package Holidays or Cruise Packages.
When you book a single component with us (e.g. flight-only, hotel-only, car hire on its own), you will be entering into a contract with the Travel Provider for the component (such as the airline, hotelier or car hire company). In all such bookings, our role will be limited to acting as an agent on behalf of the Travel Provider of the component. In addition to these Booking Conditions, the terms and conditions of the Travel Provider will also apply to your booking.
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 Travel Provider'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 Travel Provider's terms and conditions and subject to the Travel Provider's amendment and cancellation charges. In many cases our flight Travel Provider(s) 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 D6 for more details on changing your booking.
C4. Our Liability to You- Back to top
Our responsibility is to exercise reasonable skill and care in arranging for you to enter into a contract with the relevant Travel Provider (including air carrier of air transport, accommodation owner/provider, car hire provider) of the components you book, but we do not have any responsibility for the operation of the component itself. We shall have no duties to you concerning the actual performance of the booking. We shall have no liability to you for any loss, damage, cost, expense or otherwise which you suffer and which arises out of the failure to perform or the improper performance of the booking, except where death or personal injury has been caused by our negligence.
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. 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 Holiday 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 Travel Provider(s), 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 you have paid the price payable on booking and we have issued our Itinerary to you. A copy of the Itinerary will be sent to the lead name on the booking (the "Lead Name").
The Lead Name on the booking must be a minimum age of 18 years old at the time of booking.
The Lead Name on the booking will be the person responsible for the booking. The Lead Name shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests, for paying any additional charges in relation to the booking, and for all other matters concerning the booking.
The Lead Name must ensure and hereby confirms that the details provided for all parties to the booking are full and accurate, that all parties agree to be bound by these Booking Conditions and that the Lead Name has the authority to accept and does accept these Booking Conditions on behalf of all persons in the booking. The Lead Name agrees to check all descriptions on the travel documentation received after booking and to inform us immediately of any errors or instances where personal details do not correspond with those shown on the passports of those travelling under the booking.
All bookings are subject to availability at the time of booking. We try hard to make sure that our advertisements are kept up to date, but we do not guarantee that any of the services we advertise will still be available at the time of booking. We will inform you as soon as possible after placing a booking if, for any reason, the travel services you have sought to book with us is not available.
We shall be under no obligation to issue an Itinerary after you have placed a booking with us. We will not issue such a confirmation if we discover an error in the pricing of the services or if any part of booking is no longer available.
If, for any reason, we are unable to accept your booking, we will inform you of this and not process your booking further. We will then arrange for you to be refunded any part of the booking already paid, unless you decide to use that payment towards a different booking.
If you have any special requests you must let us know during the booking process. We will attempt to pass on all reasonable requests to the Travel Provider(s) at our sole discretion, but cannot guarantee that such requests will be met by the Travel Provider(s).
If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the booking is suitable for you.
D1. Payment terms- Back to top
When you make a booking with us and 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 Travel Provider(s)' conditions for the travel arrangements in question), or
- (ii) a deposit as required by us and/or the Travel Provider 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.
If either the deposit or the balance is not paid in full by the due date, we may cancel your booking immediately and, if you have already paid a deposit, we shall retain your deposit. In the event of such cancellation, we shall have no liability to you and the provisions of Section A12 shall not apply.
A VAT invoice is a legal document that needs to be produced by the Travel Provider of the goods or services. It is supporting evidence for the VAT that the Travel Provider 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 Travel Provider 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 Travel Provider 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 important that you have sufficient insurance in place to cover you (and your group) whilst you are away. It is a condition of your booking that you have such suitable insurance cover in place. Please ensure that you have a valid travel insurance policy in place from the time of booking, to cover you for the countries and activities you may be undertaking on your holiday. You should contact us to discuss this if you do not already have insurance in place.
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 your place of departure.
D5. Ticketing- Back to top
Your tickets and any other documents relating to your booking will be sent to the Lead Name'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 Name's 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 YOUR PLACE OF DEPARTURE. 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 wish to make a change to your booking after we have issued our Itinerary, please contact us. We and the Travel Provider(s) do not have a legal obligation to make such changes but we may, at our sole discretion, try to accommodate your request. Please understand that it is often not possible for us to do so as changes may depend on availability and the terms and conditions of our Travel Provider(s).
If we agree to make a change, you agree to pay us the relevant administration charge per person, as set out in relevant table below, in making your required change plus any cost we or you incur in making the change (including, without limitation, charges which are imposed by the Travel Provider(s) for making the change). This could be substantial and such costs tend to increase the closer to the departure date that the change is made. For instance, certain elements of your booking (e.g. a flight) may incur a 100% cancellation charge.
Remember any change to your departure date, airport, transport, destination, accommodation, or length of holiday has to apply to all members of your booking.
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 whether booked as part of a Package Holiday or as a single component, we will at our discretion apply the charges as set out in the tables below for each change or cancellation you wish to make. You also agree to pay any additional charges applied by the Travel Provider(s). 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
Notice given more than 8 days
Notice given 7 days or less
£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 Travel Provider(s) and Cruise Travel Provider(s) 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 Travel Provider(s) as a cancellation and rebooking, regardless of the period of notice given to us. If the Travel Provider treats the change as a cancellation and rebooking we will pass on to you the cost imposed by the Travel Provider(s), 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 Travel 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.
In addition to any charges applied by the flight and cruise Travel Provider(s), 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)
Travel Provider's Charges
Any change including name changes, destination, date and time changes
Up to 100% of the ticket price of the transport Travel 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 Travel Provider of the service, in addition, we will charge £20 to cover our costs of administering the change.
We shall provide you with any refund of payments made under the booking, less any cancellation and/or administrative charges due to us, as soon as we can and in any event within 14 days of cancellation.
D7. Travel Provider(s)' Conditions- Back to top
The Travel Provider(s) have their own booking conditions and conditions of carriage, and you will be bound by these, so far as the relevant Travel Provider is concerned. Travel Provider(s)' conditions will also apply to your contract with us, and in the event of any conflict between the Travel Provider(s)' conditions and our Booking Conditions, the Travel Provider(s)' conditions will prevail, save to the extent that any term in the Travel Provider(s)' conditions is deemed to be invalid or unenforceable, in which event our Booking Conditions will prevail. Some of our Travel Provider(s)' conditions may limit or exclude liability on the part of the relevant Travel Provider 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 Travel Provider. Travel Provider(s)' 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 booking confirmation 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 we are legally obliged to do so. 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 Timings- 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, we retain the right to cancel any other arrangements you have booked with us and you will be unable to use your return flight. 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. Contact Details for Changes to Travel Arrangements, Local Representatives and Complaints- Back to top
Our Contact Details
For any general enquiries, making cancellation and amendment requests to your booking/holiday, or for assistance or any complaints about your booking with us, while you are on holiday, you may contact us using the details set out in the Itinerary and for other inquiries, please see below contact details.
Customer support for online travel enquiries
0800 032 7233
(from abroad) +44 (0)1293 826 704
(Mon – Fri 9am -5.30pm- Excluding public holidays)
Making A Complaint While You Are On Holiday
If anything is not to your satisfaction during your holiday please immediately inform both us (via the details set out above) and the relevant Travel Provider (for example, the hotel management, Customer Relations Desk on board the Cruise ship) who will endeavour to resolve your problem.
It is important you advise us as well as the Travel Provider so we can both help to put things right without delay. We believe it is better for everyone to resolve problems that arise during your holiday promptly so that you can enjoy your holiday.
Please note failure to advise of problems whilst on holiday, as described above, deprives both us and the Travel Provider(s) of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract including reducing any compensation due, potentially to zero.
Making A Complaint When You Return Home
However, if your complaint is not resolved locally, please follow this up within 28 days of your return home by emailing us at the details set out in paragraph below, giving your booking reference and all other relevant information. Please keep your letter concise and to the point.
Customer Relations Department
American Express Travel UK
1 John Street
East Sussex BN88 1NH
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.
We would point out that failure to follow the above procedures and/or failure to complain within 28 days of your return, may also reduce or extinguish any rights you have to claim compensation from us, or from any relevant Travel Provider. 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 to properly 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.
Other Ways To Make A Complaint
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
Finally, we are a Member of ABTA. Our membership number is V4157. We aim to resolve all complaints ourselves, but if this is not possible, your complaint can be considered under the ABTA Arbitration Scheme Rules, devised by ABTA and supplied exclusively by CEDR. 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. Where a claim for personal injury is made, the limit on the amount claimed is £1,500 per person. To take advantage of the scheme you must return a completed application form for arbitration (supplied to you by ABTA once you have exhausted our complaints process) to ABTA within 18 months of returning from your trip.
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. Passports & Visas (British Citizens) and Health Requirements- Back to top
Please note that we can provide general information about the passport and visa requirements for your trip, but your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant embassies and/or consulates. Any information supplied by us on these or related matters (such as climate, when to travel, clothing, baggage, personal items etc.) is given as general guidance and in good faith but we do not accept liability for any decisions made on the basis of the information supplied.
The passport, visa and health requirements at the time of booking can be viewed on the Foreign and Commonwealth Office website (www.gov.uk/foreign-travel-advice) or visit websites such as- www.nathnac.org.uk -and- www.hpa.org.uk. It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any other immigration requirements, before you travel.
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) you are travelling to or through. Neither we, nor the Travel Provider(s), accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure.
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.
D13. General Information- Back to top
The various paragraphs and Sections set out in these Booking Conditions operate separately to one another. If any court or any other relevant authority decides that any of these paragraphs or Sections (or part therein) are unlawful or unenforceable, the remaining paragraphs or Sections (and parts therein) will remain in full force and effect.
These Booking Conditions and the associated Itinerary set out the entire agreement between us. You are not relying upon any other statement, promise or assurance in relation to your booking.
These Booking Conditions are between you and us. No other person shall have any rights to enforce any of their terms and conditions.
If we do not insist immediately that you do anything you are required to do under these Booking Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you immediately, we can still require you to make the payment at a later date.
We may transfer our rights and obligations with you under these Booking Conditions to another organisation, and we will do our best to notify you if this happens, but this will not affect your rights or our obligations under the Booking Conditions.
If you have any queries about these terms, please contact us before placing a booking via the contact details shown in Section D11.
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 (except those referred to Sections A and B of these Booking Conditions), may take up to eight (8) weeks to be credited to your American Express account used to make the initial payment.
American Express Europe Limited is a company registered in Cardiff under Company Registered Branch No. BR897, whose head office is 1 John Street, Brighton, East Sussex BN88 1NH, United Kingdom.
D14. 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 Itinerary, 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.
D15. 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 Travel Providers we work with. Our note of your request on your Itinerary confirms we have received it and does not guarantee that we, or the relevant Travel Provider, 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 Itinerary 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.
D16. 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 us directly as per contact details set out in the Itinerary.
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 Travel Providers 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 Travel Provider(s) 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.
D17. Excursions- Back to top
It may be possible for you to book a local excursion during your holiday, such as a local tour, experience, concert, activity, sports or adventure experience. These will be bookable and payable by you locally for an additional cost ("Locally Booked Excursions"). They will be provided by third parties over whom we have no control or relationship with.
We do not have any responsibility for their provision, nor do we accept any liability if you suffer loss or damage whilst on a Locally Booked Excursion.
You will be entering into a contract directly with the Locally Booked Excursion provider and so they will not form a part of your booking with us. It is your responsibility to note carefully any conditions of contract contained in any Locally Booked Excursion, literature, ticket or receipt you are given.
For Locally Booked Excursions you may be subject to the laws of the country in which you take up your excursion and may be required to bring any disputes or claims before the courts of that country also.
It may also be possible for you to book an excursion as part of your holiday at the time of booking ("Pre-Booked Excursions"). In that case, the Pre-Booked Excursion provider will be treated as a Travel Provider and the provisions above regarding Locally Booked Excursions (above) shall not apply.
D18. Flights- 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.
D19. 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 Travel Provider(s). Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our Travel Provider(s) 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 Travel Provider(s), and do not depict the exact accommodation you may eventually be provided.
D20. 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 Travel Provider(s) 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 Travel Provider(s) and carriers to enable provision of the services to you.
D21. Your Responsibility and Behaviour During Your Holiday-Back to top
We want all our customers to have an enjoyable and carefree trip.
It is therefore important that you behave responsibly and with consideration for others during your holiday or booking. Accordingly, to the extent that we, or one of our Travel Provider(s), believe that your actions could or have caused disruption or annoyance, or a risk of safety, or damage to property, to us, our Travel Provider(s) or other customers, or if it is believed that you are not fit to travel, then this could mean we or our Travel Provider(s) may either ask you to leave your booked accommodation, or prevent you from boarding the aircraft. Our Travel Provider(s) 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.
We may also cancel your booking without further liability to you. In these circumstances, 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.
In the event that your behaviour causes loss or damage to any person or property for which we are liable, you agree to compensate us for such loss and damage, together with any legal costs which we may incur in pursuing this claim against you.
D22. Law and Jurisdiction- Back to top
These Booking Conditions and any dispute or claim (including non-contractual disputes or claims) arising out of them, their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.
You and we both agree that the courts of England and Wales will have exclusive jurisdiction to resolve any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or their subject matter or formation.
If you live in Northern Ireland or Scotland, the courts of Northern Ireland or Scotland (as appropriate), can deal with any disputes.
Date Last Revised: 21st January 2020.
American Express Travel Services Privacy Statement
American Express is committed to safeguarding your privacy. In this privacy statement, we provide information about how American Express Europe Limited, trading as American Express Travel Services ("we", "us" or "our") in its capacity as the data controller, collects, uses, shares, and keeps information about you via www.americanexpress.co.uk/travel (including a version of the site available via a mobile device) (the "Travel Site"). This privacy statement supplements, and should be read in conjunction with, the American Express Online 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 offer through the Travel Site (together the "Travel Service(s)"), you acknowledge our processing of personal information.
From time to time, we may change this privacy statement. Depending on the nature of the change, we will inform you of any such change through our regular communications with you or through the Travel Site. Otherwise, we recommend that you check the current version available here.
Information We Collect
In addition to the types of Personal Information described in the Online Privacy Statement, in order to provide Travel Services, we may request that you provide information which includes:
- your American Express account number(s) and the account numbers of any traveler loyalty schemes (such as airline frequent flyer clubs) which may be relevant to a booking you make through the Travel Site;
- 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;
- Your date of birth, and the name and date of birth for any member of your booking party, provided that you have obtained their prior consent where required;
- 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, provided that you have obtained their prior consent where required.
By providing the information above, you consent to our processing and sharing it as necessary to attempt to honor such requests.
In order to ensure consistent servicing levels and to monitor and improve our Travel Services, we or our Service Providers may monitor and/or record telephone calls that you make to us, or that we make to you, in connection with your account or booking.
Information We Share
We may disclose the Personal Information we obtain from the Travel Site or through Travel Services to other companies as set out in our Online Privacy Statement.
In addition, 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 Service Providers 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.
If we are providing you Travel Services for or on behalf of your employer, we may disclose information about you and the Travel Services you select to your employer to process and collect charges for Travel Services and manage any travel or insurance benefits for which you are enrolled. In addition, we may develop reports based on your usage, and the usage of other people who use Travel Services, for the benefit of your employer.
How We Use Information
We use your information in the ways described in the Online Privacy Statement.
Questions or Complaints
If you have questions about this privacy statement or how your information is handled, please contact us.
If you wish to make a complaint or exercise other rights, you may contact our Data Protection Officer at DPO-Europe@aexp.com. You also have the right to contact the United Kingdom Data Protection Authority Data Protection Authority directly. Please go to the ICO website.
Date Last Revised: 21st January 2020.