Your Booking
Your booking, once accepted and confirmed in writing to you, represents a contract between all persons named on the booking, and/or on the personal details booking page (party members) and Newmarket Holidays Limited (Company). When you make a booking, the person who does so (party leader) guarantees that you have the authority to accept and do accept on behalf of all party members the terms of these booking conditions. References to party members includes the party leader. The contract is based on the information given on our website (www.newmarketholidays.co.uk) relating to your chosen holiday at the time you make your booking and the following booking conditions. This contract and all matters arising out of it (including any dispute, claim or other matter of any description which arises between us (claim)) is governed by English law and will be subject to the exclusive jurisdiction of the courts of England and Wales only unless, in the case of court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
We do not accept bookings from any unaccompanied customers under the age of 18.
Your Payment
Your confirmation of reservation includes an invoice showing the deposit paid and the final balance due (if the full balance has not been paid at the time of booking). The outstanding amount must be paid by the due date shown on the invoice which is usually 90 days (12 weeks) before departure. Should we not receive payment by this date, we are entitled to treat your booking as cancelled by you in which case you will be liable to pay the cancellation charges shown in clause 4 below.
N.B. 1: The party leader makes their booking with us in accordance with these booking conditions and on the understanding that the information they provide or are requested to provide is a requirement of the contract between us. The party leader is directly responsible to the Company for the payment of the total holiday price and if applicable and where appropriate, for any cancellation charges and for the payment of any funds due to the party members entitled to them. The party leader makes the booking on behalf of all party members and is responsible for ensuring that all the personal data provided is complete and accurate. The party leader is also responsible for ensuring that all party members are aware of these booking conditions and consent to the party leader acting on their behalf in relation to the booking. The party leader will be liable to the Company for any costs incurred as a result of any failure of any party member(s) to comply with any requirements which apply in order to undertake the holiday, such as without limitation, obtaining any required visa (or otherwise complying with any entry requirements) and vaccination(s), and having a passport which allows entry into all countries on the booked itinerary.
Your Alterations
If you want to change any of the details of your booking, please notify us as soon as possible. We will always do our best to help. Where we can, we will however apply / pass on the following charges:
All amendments must be notified to us by telephone (all calls are recorded) or by email to [email protected], by the person who made the original booking.
N.B. 2: Where any change is made to a booking which includes any flight(s), we reserve the right to make additional charges to cover in full any costs charged by the airline / our suppliers to make that change at any point.
Cancellation by you
You may cancel your booking or part of it once it has been confirmed. The cancellation will only be valid if made in writing direct to the Company (or to the travel agent through whom you book) or by telephone to our Customer Service team having answered the security questions. If the cancellation results in a person travelling alone or no longer sharing a cabin, a single-cabin supplement will be payable.
The amount payable on cancellation depends on when we receive your instructions - the more notice you give, the less you will be charged. In calculating our cancellation charges, we have taken account of possible cost savings and the generation of income from other bookings which may be able to utilise cancelled services to the extent this is likely to be achievable.
The different periods before the departure date within which instruction to cancel is received by the Company and the applicable cancellation charges (shown as a percentage of the total holiday price excluding amendment charges which are not refundable in the event of cancellation) are as follows:
55 - 49 days before departure = 50%
48 - 35 days before departure = 75%
34 - 16 days before departure = 90%
15 - 0 days before departure = 100%
N.B. 3: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges from your insurance company. You must however pay the cancellation charges to us first and then reclaim from your insurance if applicable.
You can cancel your booking without paying cancellation charges and receive a full refund in the event of unavoidable and extraordinary circumstances occurring at your place of destination or its immediate vicinity and significantly affecting the performance of your holiday or the carriage of passengers to your destination. Such circumstances may include, for example, restrictions on travel applied by the UK government. Where the test set out in this paragraph is satisfied, you may terminate your contract without paying any cancellation fees. We will arrange for you to receive a full refund of all monies paid to us or, at your request, for your booking to be transferred to another holiday (paying or receiving a refund in respect of any price difference) without incurring any administration charges. No compensation will be payable, and we will not be responsible for any costs or expenses you incur as a result where you cancel in these circumstances.
Your Complaints
In the unlikely event that you have any problems or reason to complain whilst on holiday, you MUST report the matter to the reception desk or hotel manager of A-ROSA River Cruises or call our Customer Operations team on 0330 160 4999 IMMEDIATELY during your holiday. If the matter is not then satisfactorily resolved onboard, you must complete and submit a written report, again whilst onboard. You must then follow up any complaint in writing within twenty eight days of the end of your holiday and send this to [email protected]
We operate a strict code of conduct and take any complaints received seriously. If you fail to follow the requirement to report your complaint or claim while on holiday and within 28 days of its end, we (and A-ROSA River Cruises) will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under your contract.
Your Travelling Conditions
Where part of the holiday you have booked involves travel by air, land, sea or river, such travel will be subject to the terms and conditions of carriage of the airline, coach or cruise company providing the transport. In most cases, those conditions will limit the carrier's liability to you in accordance with international convention or EU regulations. Should anyone be refused boarding on any coach, vessel or flight, or entry to the destination country by any transport or government authority, then we cannot be held responsible. This includes any passenger who fails to advise us of any medical condition or disability at the requisite time. If you are prevented from traveling or cruising as a result, our responsibility for your holiday thereupon ceases. Full cancellation charges will apply, and we will be under no obligation whatsoever to provide any refund or compensation, or meet any expenses or loss you may incur. Should circumstances occur such as, but not limited to, a missed flight as a result of you failing to present yourself in good time for check-in and boarding and as a result, the Company has to absorb or incur additional costs, you will be responsible for meeting those costs which will be passed onto you.
Our Confirmation Of Reservation
When we have received your booking and deposit (or full payment if applicable), we will send you a confirmation invoice within 24 hours which details exactly what is booked for you. From this moment, the Company has accepted your booking on the basis of these booking conditions and a contract will come into existence between you and the Company.
The Price Of Your Holiday
Once you have booked, we guarantee not to change the price of your holiday with us, except in the case of a system error as defined below. The country you travel to may require you to pay taxes, fees or charges locally. If this applies, we will use our best endeavours to inform you as soon as we are made aware.
System Errors
We try hard to ensure that advertised prices are up to date and reflect the price you will pay when you book. However, prices can change, and errors can occasionally occur. We reserve the right to change and correct advertised prices at any time before your booking is confirmed. If your confirmation invoice shows an incorrect price for your holiday, the price that will apply is the price shown in our offline reservation system. Accordingly, you may not seek to rely on system errors with a view to obtaining a holiday at less than the correct price, and any contract entered upon a mistake such as incorrect pricing due to system errors, will not be valid or binding.
Data Protection
To confirm and process your booking, we need to collect personal data for the party members. We reserve the right to process, store and share the personal data we collect with our suppliers as we consider necessary to fulfil the contract between us and to comply with national and international law. To find out more about how we use and protect your Personal Data, log on to www.newmarketholidays.co.uk/privacy/
Our Alterations
It is unlikely that we, or A-ROSA River Cruises, will have to make any changes to your holiday. However, arrangements are made many months in advance and conditions on the rivers can change.
Occasionally changes may need to be made, which we reserve the right to do at any time. Most of these changes will not be significant and we have the right to make them. Where a change which is not significant is made, we will advise you in writing. Examples of changes which are not significant include but are not limited to:
A significant change is one that we make to your holiday arrangements before departure that involves a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted. Significant changes may include, for example, changing the entire cruise itinerary which affects all of the advertised ports of call or a change of flight time of departure or return by more than twelve hours, or a change of accommodation / cabin type / category to one with a lower official classification than that advertised (except where hotel accommodation is offered / provided in the unlikely event of disruption).
If a significant change becomes necessary, we will inform you as soon as is reasonably possible (if there is time before your departure) and provide you with the following information: i) the proposed alteration and any impact this has on the price; (ii) in the event that you do not wish to accept the alteration, details of any alternative holiday arrangements we are able to offer (including the applicable price); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any alternative holiday arrangements offered; and (iv) the period within which you must inform us of your decision and what will happen if you don’t do so. If you choose to cancel your booking, we will refund all payments you have made to us within 14 days of the date the cancellation takes effect (which will usually be the date we send you a cancellation invoice). If we don’t hear from you with your decision within the specified period (having provided you with the above-mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of the effective date of cancellation as referred to above. No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances.
In addition to offering the above choices, we will also pay you the following compensation except where the change results from unavoidable and extraordinary circumstances:
28 - 15 days prior to departure = £30 per booking
14 - 0 days prior to departure = £60 per booking
N.B. 4: Unavoidable and Extraordinary Circumstances: Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by, or you otherwise suffer any damage, loss or expense of any nature, because of unavoidable and extraordinary circumstances. In these booking conditions, unavoidable and extraordinary circumstances mean a situation which is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, exceptional adverse weather conditions, fire, flood, an outbreak of serious illness at your holiday destination, exceptionally high or low water levels on the rivers, closure, restriction or congestion of airports, other transport hubs or airspace, flight restrictions imposed by any regulatory authority or other third party, volcanic activity, epidemics and pandemics and the UK Foreign, Commonwealth and Development Office advising against all travel or all but essential travel to your holiday destination.
Cancellation by Us
Occasionally, it may be necessary to cancel a confirmed booking. We have the right to terminate your contract in the event (i) we are prevented from performing your contracted holiday arrangements as a result of unavoidable and extraordinary circumstances (see above) and we notify you of this as soon as reasonably possible or (ii) (where applicable) we have to cancel because the minimum number of bookings necessary for us to operate your group holiday has not been achieved and we notify you of cancellation for this reason no later than the balance due date of your holiday.
Where we must cancel your booking in these circumstances, we will refund all monies you have paid to us within 14 days of the effective date of termination but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. We will of course endeavour to offer you alternative holiday arrangements where possible which you may choose to book (at the applicable price) in place of those cancelled. We also have the right to cancel if you fail to make payment in accordance with these booking conditions in which case cancellation charges as set out in clause 4 Cancellation by You will apply.
Please note, insurance and ancillaries such as airport car parking, airport hotels & airport lounges will not be reimbursed by us in the event of cancellation in accordance with this clause.
All group holidays require a minimum number of bookings to enable us to operate them and we reserve the right to cancel any such holiday where this minimum number is not achieved. Failure to achieve this minimum number does not, however, oblige us to cancel. We will notify you of cancellation for this reason not later than the due date of your balance payment. Where we cancel for lack of minimum numbers, we will refund the holiday price you have paid us but will not be responsible for any other costs and expenses relating to your holiday.
Our Complaints Procedure
Newmarket Holidays Ltd is a member of ABTA with membership number V7812. ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTAs scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute as well as the ABTA arbitration scheme.
We can normally agree an amicable settlement of the few complaints we receive. However, if we cannot agree, disputes arising out of, or in connection with your contract may (if the customer so wishes) be referred to ABTA. For further information about ABTA, the Code of Conduct and the ABTA arbitration scheme, contact ABTA at 30 Park Street, London, SE1 9EQ tel: 020 7637 2444 or see www.abta.com.
Only disputes arising from your contract with Newmarket Holidays Ltd can be dealt with by ABTA alternative dispute resolution processes including the ABTA arbitration scheme or mediation procedure.
Your Behaviour
If in our reasonable belief or opinion or in the reasonable belief or opinion of any person in authority, your behaviour is jeopardising or is reasonably likely to jeopardise the safety of the aircraft, vessel or vehicle or any passengers or cause damage to any property or undermine good order and discipline on board; or is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate the arrangements of the person(s) involved immediately. In the event of such termination, our responsibilities to the person(s) concerned will cease and you will be required to leave your accommodation or disembark your vessel or other service immediately. We will do what we can to assist and provide reference to appropriate support, but we will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.
Your Luggage
A-ROSA river cruises, like most cruise lines, have a set of rules and regulations regarding items that guests are not allowed to bring on board. These rules ensure safety, comfort, and compliance with various regulations. Here are some of the items typically not allowed on A-ROSA river cruises:
Dangerous Items:
o Weapons, including firearms, knives, and any other sharp objects (except for those necessary for personal grooming).
o Explosives, fireworks, flammable materials, or any substances considered hazardous.
Alcohol:
o Guests are generally not allowed to bring their own alcohol on board. Alcohol purchased off the ship may be stored for you, but not consumed until the end of the cruise.
o The policy may vary depending on the specific cruise and destination, so it's recommended to check the specific rules before boarding.
Drugs:
o Illegal drugs or controlled substances are strictly prohibited.
o Prescription medications should be brought in their original packaging, and you may need a doctor's note if traveling with certain controlled medications.
Large Electrical Appliances:
o Items like irons, steamers, hot plates, kettles, or other large appliances are typically not allowed due to safety concerns.
Pets:
o Pets are not allowed on A-ROSA river cruises.
Over-sized Luggage:
o Large suitcases or overly bulky luggage may be restricted. Passengers are encouraged to pack efficiently to ensure storage space in cabins.
Flammable or Toxic Materials:
o Items such as paint, lighter fluid, or other materials that could pose a safety risk.
Unregistered Guests:
o Only registered passengers are allowed on board, meaning no unregistered persons are permitted to stay in the cabin or board the ship.
Our Liability to You
(1) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(2) We will not be responsible for any injury, illness, death, loss (for example, loss of enjoyment or loss of possessions), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from any of the following:
the act(s) and/or omission(s) of the person(s) affected; or
the act(s) and/or omission(s) of a third party not connected with the provision of your holiday, and which were unforeseeable or unavoidable; or unavoidable and extraordinary circumstances as defined in clause 5 Alteration by Us under Our Contract with You above.
(3) We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us, and we have not agreed to arrange them as part of our contract and any excursion or activities you purchase during your holiday. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract, and the laws and applicable standards of the country in which your claim occurred, will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which give rise to the claim were provided in compliance with the applicable local laws and standards, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and standards of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim concerns the absence of a safety feature which might lead a reasonable holidaymaker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 1(1) above. We do not make any representation or commitment that all services will comply with applicable local laws and standards and failure to comply does not automatically mean we have not exercised reasonable skill and care.
(5) Except as set out below or as otherwise permitted by English law, we do not limit the amount of damages you are entitled to claim in respect of personal injury or death which we or our employees have caused intentionally or negligently. For all other claims, the maximum amount we will have to pay you is limited to a maximum of three times the total cost of your travel arrangements (excluding any insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limit applies to your claim as set out in clause 1(6) below. This maximum amount will only be payable where everything has gone wrong, and you have not received any benefit at all from your holiday.
(6) Where any claim concerns or is based on any travel arrangements (including without limitation, the process of getting on and/or off the transport concerned) provided by any air, sea or rail carrier to which any international convention or EU regulation applies where we have arranged that travel as part of our contract, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which damages / compensation will be payable) will be limited as if we were the carrier in question. The most we will have to pay you for that claim if we are found liable to you on any basis is the most the carrier concerned would have to pay you under the international convention or EU regulation which applies to the travel arrangements in question. Such conventions and regulations include the Warsaw Convention as amended or unamended and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, EC Regulation 392/2009 on the liability of carriers of passengers by sea in the event of accidents and the Athens Convention relating to the carriage of passengers and their luggage by sea 1974 for international travel by sea (as amended by the 2002 protocol), the Convention on Limitation of Liability for Maritime Claims as amended by the 1996 protocol and the Convention of 1980 concerning International Carriage by Rail (COTIF) as amended. Where a carrier would not be obliged to make any payment to you under the applicable international convention or EU regulation (including where any claim is not notified and issued in accordance with the stipulated time limits), we, similarly, are not obliged to make a payment to you for that claim. When making any payment, we will deduct any money which you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and EU regulations are available from us on request. Please note that strict time limits apply for notifying loss, damage or delay of luggage to the airline or ferry / cruise operator. Any proceedings in respect of any claim (including one for personal injury or death) must be brought within 2 years of the date stipulated in the applicable convention or EU regulation.
(7) You have rights in some circumstances to a refund and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be available from the airline concerned. However, reimbursement of your flight cost in such cases, if applicable, will not automatically entitle you to a refund of your holiday cost from us. Your right to any refund and/or compensation from us is set out in these booking conditions. If any payment to you is due from us, any payment made to you by, or to which you are entitled from, the airline or any other service provider will be deducted.
(8) Where your contracted arrangements with us include return travel but we are unable to ensure your return as agreed in the contract because of unavoidable and extraordinary circumstances, we will arrange and meet the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding 3 nights per person or, where a different period is specified in any EU passenger rights legislation which applies to the form of transport in question, for that different period.
Special Requests / Medical Conditions / Disabilities / Reduced Mobility
Special requests relating to your arrangements must be advised to us at the time of booking and confirmed to us in writing. Whilst we will try to meet or arrange your reasonable special requests, we cannot guarantee that they will or can be fulfilled. If we can specifically confirm a special request or requirement, we will do so on our Confirmation Invoice but where requests or requirements have not been confirmed in writing on our Confirmation Invoice, a failure to meet them will not be a breach of contract on our part.
If you or any member of your party has any specific medical condition or disability or suffers from significantly reduced mobility which may affect your chosen arrangements, please provide us with full details before we issue our Confirmation Invoice.
We will only provide precise information on the suitability of the trip considering your needs if you specifically request us to do so. There are no lifts onboard river cruise vessels, and you need to be able to walk up and down stairs. Acting reasonably, if we are unable to properly accommodate your needs, we will be unable confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details.
Assistance while you are on holiday
We will provide you with appropriate assistance if you end up in difficulty of any sort during your holiday (including where you suffer illness, personal injury, or death). This assistance will take the form of appropriate information on health services, local authorities and consular assistance and by assisting you to make distance communications and to find alternative travel arrangements as may be applicable. Where you are in difficulty because of your negligence, we may charge you a reasonable fee for this assistance which will not exceed the costs we actually incur.
FCDO advice and separately arranged activities
We take the safety and security of our customers extremely seriously. If the UK Foreign, Commonwealth & Development Office (FCDO) advises that people should not visit a particular country, then we would act on this.
Sadly, crimes against both people and their property are a fact of life the world over. When in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive equipment or not abiding my local customs etc. Travellers have the same responsibility for their personal safety and that of their possessions as they do at home.
As situations in countries can change rapidly, we would suggest you may wish to visit the FCDO website at www.gov.uk/foreigntravel-advice for up-to-date information and advice regarding safety BEFORE
BOOKING YOUR HOLIDAY.
Newmarket Holidays operate to many parts of the world, many of which will not conform to British health and safety standards. We request that all hotels we use comply with the local regulations applicable in their country to health and safety requirements, but these will generally not be equivalent to British standards.
If you plan to take part in any independent excursions, activities or tours, you must follow agreed procedures for notifying us prior to departure. You must also ensure that you buy appropriate travel insurance to cover you for all excursions, activities and tours, especially if you are taking part in high-risk activities. If you undertake independent excursions (or independent exploring of the destination) and fail to meet the vessel's scheduled departure time, you will be solely responsible for all costs incurred or arising as a result.
Please note that flights and other services including any independent excursions, activities or tours that you purchase separately, and not through us, do not form part of your contract with us. Your contract will be with the provider of the service and not with us - and we shall not be responsible or liable for the provision of any such service, excursion, activity or tour or for anything that happens during the course of its provision by the operator. In the event of cancellation or alteration of the trip, we shall have no liability for any losses you or other person named in the booking may incur relating to such p services, excursions, activities or tours.
Travel Insurance
Because of the importance of having adequate insurance cover, we make it a condition of booking for all holidays that you are covered by an appropriate insurance policy. If you elect not to take the insurance specifically suggested by Newmarket Holidays, via Holiday Extras Ltd, you must ensure you purchase appropriate insurance cover at the time of booking. You also agree to indemnify Newmarket Holidays for any costs arising which would have been covered by the travel insurance policy available from Holiday Extras had you purchased this. Please visit https://www.newmarketholidays.co.uk/travel-insurance for more information.
Financial Protection and Repatriation
Newmarket Holidays Ltd's ATOL number is 2325. When you buy an ATOL protected flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier can 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 to 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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
The Civil Aviation Authority can be contacted at Gatwick Airport South, West Sussex, RH6 0YR, UK tel +44 (0)333 103 6350 e-mail [email protected] www.caa.co.uk
When you buy a river cruise from us which does not include flights booked by us, the Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Newmarket Holidays Limited membership number 5509. In the event of their Insolvency, protection is provided for non-flight packages.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Newmarket Holidays Limited. You can find out more about ABTOT here: https://www.abtot.com/
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 at https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents/made
Passport, Visa, Immigration and Health Requirements
The passport and visa requirements applicable to British citizens for the holidays we sell are available on the UK Government’s website, which can be found here https://www.gov.uk/foreign-travel-advice.
Your specific passport, visa and other immigration / entry requirements for your chosen holiday arrangements are your responsibility, and you should confirm these with the embassies and/or consulates of the countries to or through which you are planning to travel. We do not accept any responsibility if you cannot travel either on your original travel arrangements or between countries whilst on holiday, because you have not complied with all applicable passport, visa and other immigration / entry requirements which are fully your responsibility. Travel to the European Union has changed since the UK's withdrawal from the EU. You must ensure you have a minimum of six months validity from your return date and that your passport is less than ten years old on your date of departure. You must also comply with the EU Entry / Exit System (EES) when this is implemented. From 2025, you will be required to be in possession of an ETIAS visa to enter the EU. Before making a booking, you should check that you are able to meet the destination country and your own health requirements, such as specific vaccination requirements.
The Booking
Providing clear, correct information when making your booking is essential as it is from this information that we make your reservation and our contract with you. The person to whom all correspondence, invoices and joining instructions are to be sent should be entered as the first name on the Personal Details booking page. It is also their address and telephone number(s) that should be shown, and it must be they who accept these booking conditions before completing an on-line booking. Other names are required by airlines, insurance companies, hoteliers etc., so please be accurate. For foreign holidays, it is essential that the names provided accurately match those on the passports. If any member of your party, (e.g. newlyweds), change their name between booking their holiday and travelling, it is important to enter the correct details for the date of travel on the Personal Details booking page so that we can issue the tickets in the correct (i.e. new) name. If there is insufficient time to amend the passport before travelling, the marriage certificate should be carried in / with the passport. We do not accept bookings from any unaccompanied customers under the age of 18.
Delays
Occasionally flights, cruises and coaches may be delayed due to circumstances beyond our control. In such cases, we will do our utmost to help you and keep you fully informed. In the event of extended overnight delays, depending on the circumstances, we will endeavour to provide accommodation.
Itinerary
You will receive your final itinerary (Departure Documents) seven to ten days prior to departure, provided all payments have been made. A-ROSA River Cruises & Newmarket Holidays endeavour to operate the itinerary featured on your Confirmation Invoice although there may be rare occasions when due to circumstances outside of either companies control, we may have to change the order of the itinerary or very occasionally withdraw certain aspects. We will let you know of any changes in advance if we have prior notice. The ship's crew will keep you informed of any last-minute changes and provide suitable alternatives wherever possible.
Flight Information
All prices for holidays that include flights are based on travel in economy class. We reserve the right to substitute an alternative airline or aircraft type if required to do so for reasons beyond our control. No compensation will be payable for any such change and no entitlement to cancel without paying cancellation charges will arise as a result.
Important Notes about Flight Timings
The flight information given is based on schedules that were known at the time of booking, or on expected airline schedules based on those operated historically. Please note that timings may be subject to change at the airline's discretion or for other reasons. Should any such alteration be significant, we will inform you as soon as reasonably possible. Final timings will otherwise be reconfirmed with your final travel documentation.
Fitness to Travel
We strive to give all our customers full care and attention, but we do need to know at the time of booking if there are any special needs or requirements. It is particularly important that we are advised of any disabilities and if you intend to bring any specialist equipment with you. If you have suffered from a serious medical condition recently, then you should consult with your doctor about your fitness to travel.
Wheelchairs & scooters are not permitted onboard A-ROSA river cruise vessels, and you must be able to walk up and down stairs onboard.
Call costs
All calls to our 0330 & 0333 telephone numbers are charged at the standard local rate.