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 .
2 ) When you buy a package holiday that doesn ’ t include a flight , protection is provided by way of a bond held by ABTA – The Travel Association 30 Park Street London SE1 9EQ . For further information please see www . abta . com . You agree to accept that in the event of our insolvency , where your holiday is protected under the bond we hold with ABTA , they may arrange for the services you have bought to continue , or for a suitable alternative to be provided at the same cost as your original booking . You also agree to accept that in circumstances where the travel service supplier provides the services you have bought , you agree to pay any outstanding sum under your contract with us to that alternative travel service provider . However , you also agree that in some cases the services will not be provided , in which case you will be entitled to make a claim under ABTA ’ s Scheme of Protection ( or your payment card issuer where applicable ) for a refund of the monies you have paid .
If you are a resident of the Channel Islands or Isle of Man , then no ATOL financial protection is included .
11 . ABTA
We are a Member of ABTA , membership number V0762 . We are obliged to maintain a high standard of service to you by ABTA ’ s Code of Conduct . We can also offer you ABTA ’ s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute . If we can ’ t resolve your complaint , go to www . abta . com to use ABTA ’ s simple procedure . Further information on the Code and ABTA ’ s assistance in resolving disputes can be found on www . abta . com .
12 . Complaints If you have a complaint about any of the services included in your holiday , you must inform the service provider ( airline , hotel , car hire company etc ) and our local resort representative immediately and they will do their best to rectify the situation . If the matter remains unsolved , you must contact our Head Office Customer Services team by calling : 01223 516333 or emailing : customerservices @ premierholidays . co . uk without undue delay who will endeavour to put things right . It is unreasonable to delay or take no action whilst on holiday , but then to complain upon your return as this will likely affect our ability to investigate and remedy the situation , and it may impact on the way your complaint is dealt with .
If it is not resolved locally , please follow this up as soon as possible after your return home , ideally within 28 days by writing to our Customer Services Department at Premier Holidays Ltd , Building 1020 , Cambourne
Business Park , Cambourne , Cambridgeshire CB23 6DW giving your booking reference and all other relevant information . Please keep your letter concise and to the point . If you fail to follow the requirement to report your complaint in resort we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking . Please also see clause 10 above on ABTA .
13 . Additional assistance If you ’ re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance , in particular by providing information on health services , local authorities and consular assistance ; and helping you to find alternative arrangements and any necessary phone calls / emails . You must pay any costs we incur , if the difficulty is your fault .
14 . Travel Identification Requirements All airlines and ferry companies require that you produce photo identification at check in and may refuse boarding if you do not do so . It is your responsibility to ensure that you carry the required identification for your travel arrangements . The most commonly accepted forms of identification are a valid passport , photo driving licence or citizen card . If you do not have one of these types of identification or require further advice , please contact us and we will be pleased to assist .
15 . Excursions Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us . For any excursion or other tour that you book , your contract will be with the operator of the excursion or tour and not with us . We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator .
16 . Travel Agents When you buy a flight-based holiday , all monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times . This is subject to the agent ’ s obligation to pay it to us for so long as we do not fail . If we fail , any money held at that time by the agent , or subsequently accepted from you by him , is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us . When you buy a holiday not including a flight , all monies you pay to the travel agent are held by him on our behalf at all times .
17 . Law and jurisdiction This booking is governed by English Law , and the jurisdiction of the English Courts . You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so .
IMPORTANT INFORMATION
Accommodation descriptions
Hotels use a variety of descriptions for rooms to indicate varying views as well as better facilities . For example , a standard room type , but with sea view , may be described as ‘ superior ’ or ‘ deluxe ’, although the décor and size of the room itself will be the same . In some cases , a ‘ superior ’ or ‘ deluxe ’ room may be the standard room type available in the hotel , so you should not automatically assume that this indicates a room of a higher standard . Some beach resort rooms are described as seafacing . However , these rooms may not necessarily have a view of the sea , as it may be affected by plants and trees which grow quickly in tropical climates .
Rooms are often described as being ‘ twin ’ or ‘ double ’. This simply means that the room is suitable for an occupancy of two and does not guarantee a particular bed configuration . We are happy to forward special requests to the hotel , although these cannot generally be guaranteed .
“ Family rooms ” may be slightly larger than standard twin rooms with extra beds ( as required ) which may be bunks or folding beds . In general , family rooms are one room only and although good sized rooms , may not have an overly generous amount of space .
Where single rooms are booked , these may be specifically designed for single occupancy and therefore , less spacious than twins or doubles . Location and views are not always the best in the hotel .
Most rooms have private facilities . This means a bath OR shower . If you have a specific preference for a bath or shower , you should let us know and requests will be passed to the hotel , although we cannot guarantee that these will be fulfilled . Washbasins may sometimes be in the bedroom rather than the bathroom .
It is common practice for hotels to take a credit card imprint on check-in as a guarantee for incidental expenses . If you do not possess a credit card , a cash deposit may be required , which will be refunded at check-out less any incidental charges .
Accuracy
Every care has been taken to ensure that all information we provide is accurate . However , due to circumstances beyond our control some details may change . It is possible that an advertised facility may be withdrawn or temporarily unavailable according to season or due to weather conditions , lack of demand , a private function , for maintenance , renovation etc . We will advise you of any significant changes to facilities at the time of booking or as soon as practical if information is received after your booking has been confirmed and if time permits . Similarly , some attractions advertised may not be open year round or on every day of the week . Please ask at the time of booking if this is important to you . Weather information , mileage and maps are guidelines only .
Assistance requirements
We are delighted to offer advice for travellers with special needs or disabilities . Not all hotels have adapted rooms , lifts do not always serve all floors and / or may not be able to accommodate all types of wheelchair and some airports and types of aircraft may not be able to accommodate certain requirements . In order for us to ensure that we can meet your needs , and that we comply with airline regulations , it is essential that you complete an assistance requirements form , which can be found on our website at : http :// www . premierholidays . co . uk / assistance _ requirements / form . The detailed information you provide will enable us to ensure that all the suppliers of services for your holiday are aware of your requirements and we can , if necessary , make adjustments to your itinerary at the outset to accommodate them . If the form is not sent to you , please ensure that you ask for it .
Building and development work
Some locations may unavoidably have work underway to public areas and facilities . Whilst we will endeavour to advise you of any building or refurbishment work underway at any properties you have booked , which may adversely affect your stay , we cannot anticipate where work will take place outside of the hotel grounds . All the hotels featured strive to maintain high standards and , as such , there may be the necessity for some ad-hoc and unforeseeable maintenance work .
Child reductions
Reductions are available for children ( aged 2 – 11 years ) if they share a room with two full paying adults . Some hotels provide a folding bed or there may be a sofa bed in the room . On occasion , a child may be accommodated free of charge , but may have to share existing bedding , which may involve sharing a double bed with adults - if a folding bed is required for a child , this should be requested at the time of booking and a charge will be made locally for this .
Sometimes child offers are provided on an accommodation only basis . The hotel will then charge for all meals taken and in some cases , children will be charged on the same board basis as adults whether meals are taken or not . For this type of offer , payment for meals will be collected locally .
All children under 2 years of age are classed as infants . No seat is allocated on flights . It is customary for some hotels to make a nominal charge for food taken and some may also make a charge for the provision of a cot . This is payable before departing the hotel . Should a bed be required , please ensure that you request this at the time of booking , as an additional charge may be applicable .
Data protection policy
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we , and your travel agent , need to use the
86 call 0800 1975 212