Customer support

All bookings are subject to our Booking Conditions which will be sent to you with your confirmation invoice and are available in advance upon request by calling our Holiday Advisors. The holiday contract is subject to English law and the exclusive jurisdiction of the English courts. A binding contract comes into place when you first confirm the holiday and pay either a deposit (or the full balance for late bookings) and we issue the confirmation invoice. If you have not received a confirmation invoice within 7 days of booking your holiday please contact us immediately. Please note a £2.50 ATOL surcharge has been included in all holidays by air.

Please note that the holiday price advertised may be subject to change. This will be advised at the time of booking.

Peace of mind and protection for your money

When you book a holiday with us, your money is completely safe. If your holiday includes a flight departing from (or returning to) a UK airport, your holiday will be operated by Page & Moy Travel Group Air Holidays Limited (company number 01329030). These holidays are ATOL protected by the Civil Aviation Authority (ATOL number 1091). Page & Moy Travel Group Air Holidays Limited is also a member of ABTA (the Association of British Travel Agents Limited). ABTA number V5874.

For any holiday which does not include a flight, your holiday will be operated by Page & Moy Travel Group Surface Holidays Limited (company number 01151142). These holidays are protected by ABTA (the Association of British Travel Agents Limited). ABTA number V6345.

In the very unlikely event of our insolvency you would be refunded any money that you have already paid us.

If you cancel your holiday

If you wish to cancel your booking after it has been confirmed the lead name must notify us (or your travel agent) of the decision as soon as possible. Any notification by telephone to our Service Centre Tel 0844 567 6657 must be followed up in writing or by email within 24 hours by the lead name to confirm the cancellation. Email cancellations to customercancellations@pageandmoytravelgroup.com. As we incur costs from the time we confirm your booking and may be unable to resell your holiday, the cancellation charges shown will be payable depending on when notification of cancellation (in accordance with these requirements) is received. Insurance premiums and amendment charges are not refundable in the event of cancellation.

Please note: If you paid an additional charge at the point of booking to secure specific services such as to cover the cost of a flight with a low cost carrier (or to secure a special airfare or upgrade) or any other service, this cost is non refundable in the event of cancellation as 100% cancellation fee may apply as soon as the booking is made and the ticket is issued. Please ask for full details on cancellation charges at the time of booking but the scale of charges shown will be calculated on a % of the cost of all other arrangements and the non-refundable charges will be added to that cancellation charge to give the total charge.

Where any cancellation reduces the number of full paying party members below the number which the price and/or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.

Please check your insurance policy to see if you are covered to claim back any cancellation charges paid to us.

Repatriation

All tour operators are required by law to state arrangements for the repatriation of customers in the event of insolvency. All holidays including flights are ATOL protected and in the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad. If your holiday does not include flights ABTA will protect your holiday in the same way.

Insufficient bookings

Occasionally, we do not receive sufficient bookings to run an individual tour date. In the unfortunate event that we are forced to cancel a tour for this reason, we will do so before the date that your balance payment is due. Clearly, we do not wish you to be disappointed, so wherever possible, we will always try our very best to offer you a suitable alternative holiday.

Our price promise

We guarantee that absolutely no surcharge will be added to the price of your holiday once your booking has been confirmed irrespective of any subsequent fluctuation in currency exchange rates or, increases in international air fares or increases in other costs associated with the holidays. In return for this guarantee and its risk to us we shall not be able to make any refunds in the event of favourable exchange rate variations or other decreases in costs. For bookings made within the balance due date and prior to confirming your holiday we reserve the right to notify you of any increases to your holiday price as a result of any additional costs we may be charged.

Prices shown in our brochures are believed correct at the time of publication. We reserve the right to change prices from time to time. Accordingly, it is possible that when you book your holiday the actual price may have gone up or down. If the price of your holiday has changed, the correct price will be confirmed at the time of booking. We reserve the right to correct errors at any time.

Whilst every effort is made to ensure the accuracy of the brochure and prices at the time of printing regrettably errors do occur. You must therefore ensure you check the details of your chosen holiday with us at the time of booking.

Price match guarantee

If you find an identical holiday offered by one of our competitors (excluding any online special offers or arrangements made by yourself rather than through a tour operator) at a lower price within 7 days of booking with us, our ‘price match’ will apply. By identical, we mean another holiday which:

  • Departs on the same date from the same port/airport using the same flight with the same carrier.
  • Visits the same destination(s).
  • Has the same duration (i.e. number of nights).
  • Offers the same number of included excursions.
  • Features accommodation of the same standard and board basis and where applicable the services of a Tour Manager/Local guide.

If this happens we will refund the difference between the cost of the holiday that you have booked with us and the price of the identical holiday offered by our competitor.

Holiday availability/prices

All holidays featured in our brochures are subject to availability and prices are based on economy flights and two people sharing a twin or double room with private facilities unless otherwise stated.

Additional holiday information

We have included as much information as we can to help you select your holiday. Around 15 weeks prior to departure, we will send you further information to help you prepare for your trip.

About ten days before you go away, we will send you your holiday documents. This will include details of where you will be staying, confirmed departure and return times.

If you need any further information before choosing your holiday, one of our Holiday Advisors will be happy to help.

Passports, Visas and health requirements

Information regarding passport, visa and health requirements applicable to British Citizens for the holidays we offer are shown in our brochure. Requirements may change and you must check the up-to-date position in good time before departure.

It is your responsibility to ensure you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept liability if you are refused entry on to any transport or into any country due to failure on your part to carry correct documentation. If you or any member of your party is not a British Citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

Please note: Entry requirements for British Citizens may differ to those for British Subjects, British Dependant Territories Citizens, British Nationals (Overseas Citizens), British Protected Persons or any other British passports. Please check your passport carefully and if you are not specifically a British Citizen you must check passport and visa requirements with the Embassy or Consulate of the country(ies) you are travelling to or through.

If you are currently not in possession of a valid passport please make sure you leave plenty of time before your holiday to apply for this document.

Health and vaccinations

Information on health is contained in the Department of Health leaflet T7.1 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices. It can also be viewed or printed at www.dh.gov.uk/en/publicationsandstatistics

For holidays in the EEA you should obtain an EHIC (European Health Insurance Card) prior to departure. NB this card has replaced the E111 form, which is no longer valid.

Health facilities, hygiene and disease risk vary worldwide. You should take health advice on your specific needs as early as possible and ensure that vaccinations or preventative measures such as anti-malaria tablets are taken early enough (which may be a month or more prior to departure) to be fully effective by the date of travel. It is your responsibility to ensure you are aware of all recommended and required vaccination and health precautions in good time before departure. Advice is available from your GP surgery and from the National Travel Health Network and Centre (www.nathnac.org).

Health and safety overseas

Health facilities, hygiene and disease risk can vary considerably around the world and travel to certain countries may make it advisable, or even compulsory to be inoculated against certain illnesses. Therefore, it is essential that you take professional advice about inoculations and other health precautions at the time of booking. Do bear in mind that certain inoculations and preventative measures such as malaria protection may need to be taken well in advance of your departure.

As requirements can change, we recommend that you re-check the situation closer to your departure date. Sources of information include:

The Department of Health – you can obtain a free leaflet, Health Advice for Travellers, from most main post offices.

If you are a UK resident, you are entitled to medical treatment at reduced cost or sometimes free, when temporarily visiting a European Union (EU) country, Iceland, Liechtenstein, Norway or Switzerland. Only treatment provided under the state scheme is covered. However, to obtain treatment you will need to take a European Health Insurance Card (EHIC) with you.

Please note: Not all UK residents are covered in Denmark, Iceland, Liechtenstein, Norway or Switzerland. Please visit www.ehic.org.uk for further details. You can apply for an EHIC, free of charge, on this website or alternatively by calling 0845 606 2030; or by picking up an application form from the post office.

Passport and Visa information for customers travelling to and via the US

Passports

You must have an e-passport or machine readable passport to travel to the US, with a digital photo of the passport holders face on the data page of the passport. It is essential for British Citizens to possess a full ten year passport. For most destinations your passport needs to be valid for six months beyond your return date. If you do not have a passport, you should enquire at your local main Post Office or nearest Passport Office at least three months before departure. For more information visit www.fco.gov.uk/travel

If you are 16 or over and haven’t yet got a passport, our recommendation is that you should apply for one at least three months before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this.

Visas

The US Visa Waiver Programme (VWP) allows British Citizens to travel to the US without having to obtain a visa. If you are not a British Citizen please check with the US embassy whether you can travel under the VWP (www.london.usembassy.gov). If you can travel under the VWP, you will also need to obtain, in addition to a passport, a valid ESTA (Electronic System for Travel Authorisation). We can obtain your ESTA for you, and a charge of £29 will be added to your invoice for this automatically. If you wish to apply for your own ESTA or already have one (they are valid for two years) please let us know straight away.

There are a couple of conditions when travelling with an ESTA which you must comply with - you must stay in the US for less than 90 days; you must hold proof of a confirmed onward or return ticket with you upon your arrival in the US; you must obtain your ESTA at least 72 hours before you travel to the US.

In practical terms an ESTA takes the form of a reference number, which the US authorities will have automatically on their system when you arrive. There is no actual physical documentation provided. Once you have an ESTA, it is valid for two years.

If you are not eligible for an ESTA, then you will need to apply for a visa to enter the US.

Please note - obtaining an ESTA does not guarantee entry to the US - that decision rests with the immigration officials at the point you enter the US. If you are refused entry for not having the correct documents this is your responsibility.

If you do not have a machine readable or e-passport then you will need to obtain a visa.

Entering the United States by land

Travellers who make their initial entry into the United States by land from either Canada or Mexico do NOT require travel authorisation through ESTA before travelling.

Possible restrictions or problems

If your passport has ever been reported lost or stolen to the authorities and then recovered, please do not attempt to use it for travel to the United States. If you input the passport details into ESTA, your application will be denied.

If you have been arrested or convicted of a crime at any time in the past, you will not be able to travel under the VWP, and will need to apply for a visa. This applies to convictions which you may feel are spent, but does not apply to minor traffic offences which did not result in conviction. If you suffer from a mental illness, are a drug abuser or have been affected by a disease of public health significance, you also will not be able to travel under the VWP. If you are unsure about your personal circumstances, the only way to find what documents you need is to apply for a visa.

IMPORTANT - please note that all the above conditions and restrictions apply to customers who are travelling through, via and to the US. Even if your flight only touches down in the US for a short time and you don’t get off the plane, the rules above still apply.

It is your responsibility to have the correct travel documents, including a passport, ESTA or a visa. If you do not, then we cannot be held responsible for any difficulties you may encounter.

Visa Requirements to worldwide destinations

British citizens who hold a British Citizen passport need a visa to visit the countries we’ve listed below. In most cases, we’re able to arrange this for you and we’ll add the cost of the visa, plus a small handling fee, to your confirmation invoice. If you hold any other type of passport, it’s your responsibility to check passport and visa requirements with the embassy of the country you’re visiting. We may still be able to arrange a visa for you but additional charges may apply. We’re unable to accept any responsibility if you can’t travel because you’re not granted a visa.

Where it is necessary for you to send us your passport, we will normally need this about eight weeks before you go away. Expect to be without your passport for up to a fortnight before you travel. If you need your passport during this time please contact us for advice. Extra charges may apply for early or late applications.

If you require a visa, this will be clear on the holiday page and we will inform you in the holiday information we send to you 15 weeks prior to your holiday. We can arrange your visa for you – this process takes approximately 28 days.

Australia - £25

To enter Australia, you need an ETA (electronic travel authority). We will obtain this for you, using information that we will ask you to supply at the time of booking. The cost of the ETA will be added to your confirmation invoice.

Bintan - $10

Your Bintan visa will be issued on arrival. You will need to pay US$10 per person in cash.

Burma - £65

We will obtain a Burma visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information and application forms that you will need. You will need to send us your passport as part of the application process.

Cambodia - £58

We will obtain a Cambodia visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information and application forms that you will need. You will need to send us your passport as part of the application process.

China - £105

We will obtain a China visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information and application forms that you will need. You will need to send us your passport as part of the application process.

Cuba - £50

We will obtain a Cuba visa for you. We will add the visa charge to your confirmation invoice. We will obtain this for you using information that we will ask you to supply at the time of booking.

Egypt - £55

We will obtain an Egypt visa for you. We will add the visa charge to your confirmation invoice. We will obtain this for you using information that we will ask you to supply at the time of booking.

India - £149

We will obtain an India visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information and application forms that you will need. You will need to send us your passport as part of the application process.

Indonesia - US$25

Your Indonesia visa will be issued on arrival. You will need to pay US$25 per person in cash.

Jordan - £40

We will obtain a Jordan visa for you. We will add the visa charge to your confirmation invoice. We will obtain this for you using information that we will ask you to supply at the time of booking.

Kenya - £75

We will obtain a Kenya visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information and application forms that you will need. You will need to send us your passport as part of the application process.

Laos - approx. $40

Your Laos visa will be issued on arrival. You will need to pay approx. US$40 per person in cash.

Nepal - £65

We will obtain a Nepal visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information that you will need. You will need to send us your passport as part of the application process.

Russia - £155

You will need to apply for your Russia visa through our agent Asla. You will need to send your passport to Asla as part of the application process.

Turkey - £10

Your Turkey visa will be issued on arrival. You will need to pay £10 per person in cash.

USA - £29

For full details, please see the separate USA Passport information detailed earlier.

Uzbekistan - £90

We will obtain an Uzbekistan visa for you. We will add the visa charge to your confirmation invoice and send you all of the information and application forms that you will need.

Vietnam - single entry £100, double entry £135

We will obtain a Vietnam visa for you. We will add the visa charge to your confirmation invoice, and send you all of the information and application forms that you will need. You will need to send us your passport as part of the application process.

Zambia - US$50

Your Zambia visa will be issued on arrival. There are no forms to complete but you will need to pay US$50 per person in cash.

This fee is for a single entry visa. Anyone leaving Zambia and then entering the country again on the same day, for example for an optional day trip, will need to pay US$80 in cash. Payment must be made in US$ cash and no small denomination notes are accepted.

Yellow Fever: Please note if you are travelling from South Africa to Zambia or Zambia to South Africa you will need to be vaccinated against yellow fever and have proof of the vaccination.

In-transit passengers, irrespective of the time period in-transit will still require proof of vaccination. Please consult your GP for further advice and to arrange to be vaccinated.

Additional holiday information

Public Holidays

Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays such as Ramadan, which affects many Muslim countries may result in a reduction of facilities, services and entertainment. We suggest that you take this into consideration when selecting your departure date. The dates known to us at the time of going to press include:

  • Chinese New Year 10th February 2013
  • TET (Vietnam) 9th - 17th February 2013
  • Hindu Holi Dye throwing feast (India & Nepal) 27th March 2013
  • Passover (Israel) 25th March - 3rd April 2013
  • Memorial Day (USA) 27th May 2013
  • Ramadan 9th July 2013 (approx for 1 month)
  • Rosh Hashana (Israel) 4th - 6th September 2013
  • Yom Kippur (Israel) 13th -14th September 2013
  • Succot (Israel) 18th - 28th September 2013
  • National Holidays (China) 30th September - 6th October 2013
  • Thanksgiving (Canada) 14th October 2013
  • Diwali (India) 3 November 2013
  • Thanksgiving (USA) 28th November 2013

The appropriate Tourist Offices are happy to supply more detailed information.

Altitude & associated health problems

On certain tours in this brochure you will travel to high altitude. This should not be a problem, although everyone should take it easy at first. If you suffer from heart or respiratory conditions or have any other concerns please consult your doctor.

Weather

World weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions.

Baggage handling and allowance

The baggage allowance for most holidays in our brochures is 44lb (20kg) per person, plus hand luggage, although this varies with the airline. Details can be found with your holiday documents.

Porterage

Porterage for one bag per person is included on most of our holidays as stated on the holiday page.

Your Tour Manager

On the majority of our holidays you will be escorted by a knowledgeable Tour Manager. Please be aware of the following:

  • On some of our holidays your Tour Manager will meet you at your UK airport, on others they will meet you at your overseas airport or in your resort.
  • If you choose to fly to your destination from a regional airport your Tour Manager may not be travelling with you.
  • Your Tour Manager may not accompany you on your homeward transfer to the airport but they will advise you of the arrangements made.

Excursions

We want to give you the opportunity to see as much as possible of the countries you are visiting, so there will nearly always be a selection of optional excursions. Where a pre-bookable excursion or pre-bookable package is available, as indicated on the holiday page, these are offered at a discounted price. Alternatively you can book & pay your Tour Manager or Local Guide in resort. Any optional excursions will of course operate subject to demand, traffic and weather conditions. Changes to the advertised excursions programmes are rare, but we do reserve the right to change excursions or amend the prices at any time.

Hotel accommodation

The prices in our brochures are based on the occupancy of a twin or double-bedded room by two persons. Our reference to ‘Hotel’ covers all accommodation and does not necessarily distinguish between local classifications such as ‘Motel’ or ‘Inn’. It may occasionally be necessary to accommodate you in a different, but equal standard of hotel to that featured in the brochure. If this is known before departure, we will, of course, advise you.

Single rooms

A limited number of rooms are available for most holidays. Do note, however, that often these single rooms are not as large as twin-bedded rooms. For single room supplements please refer to the price tables in your brochure.

Triple rooms

When booking a triple room, please note that the extra bed may be a camp-style bed or rollaway bed. If your room has an extra bed, the floor space may be limited. In USA and Canada, many rooms have two double beds (sleeping 4).

Smoking rooms

If a smoking room is specifically requested we will try to book one for you, but cannot guarantee that one will be available. Many hotels are non-smoking therefore smoking rooms may be unavailable.

Holiday Insurance

It is a condition of booking that you are adequately insured. We offer an excellent, fully comprehensive insurance policy. Please call one of our Holiday Advisors for detail.

Delay protection plan: If flights are cancelled or delayed, airlines normally have an obligation to look after you. We’ll do our best to ensure that they meet their obligations.

Dependent upon the length and nature of the delay, these obligations include providing you with meals and hotel accommodation, assuming always that those services are available.

IIf the airline will not provide you with these services, most holiday insurers will cover you if you are required to pay for them yourself. It is essential when choosing a holiday insurance policy that it provides you with cover in this important area.

Where the airline that you’re travelling with won’t provide meals or accommodation in the event of delays, we will do our best (subject to availability) to offer you these services at the lowest possible price. It will be your responsibility to pay for these services at the point that you receive them, and to obtain receipts to enable you to make a subsequent claim against your insurers.

Under no circumstances will we be liable to meet any costs should such an event arise.

In the event of your return flight being delayed, we will return you to your final contracted destination. This responsibility is limited to flying you with the same airline in the original class of travel. We won’t be responsible for meeting the cost of any other arrangements unless we agree to in advance.

No Smoking

Smoking is not allowed at any time on board our coaches, including transfers within Britain. We sincerely hope that smokers will understand the reasons for this decision. Of course, you can enjoy a leisurely smoke during the regular refreshment stops.

About our flights

Flight inclusive tours

The guide prices for the flight inclusive tours set out in this brochure are based on planned group flights from London. The actual selling price may vary from that published due to numerous factors including but not limited to, additional taxes or fuel surcharges being introduced, the airline only allowing us to hold limited number of seats at a pre agreed group rate, or because alternative flights are being used.

Limited availability seats

: Where indicated on specific tour price panels, holiday prices are based on limited availability special air fares. Whilst these fares are correct at the time of going to press, they may have sold out by the time you make a booking. In this case, further seats will usually be available at a supplement. Such supplements, if any, will be confirmed at the time of booking.

Group flights

A group flight is one where we normally hold a block or allocation of seats with a given airline for a specific tour or departure date. The vast majority of our group flights depart from London.

Does the whole group travel on the group flight?

Not necessarily, There are a number of reasons why some customers may travel on different flights, such as:

Regional Airports

We are keen that customers are able to substitute our group flights for a flight that is more convenient for them. Many of our customers live outside of the London catchment area, and as such we are keen to offer the chance for them to travel from an airport more local to them. We attempt to detail many of these choices In our brochures but at the time of print, many schedules remain unpublished by these carriers and this is offered as a guide.

Late bookings

Any flight seats held as a group allocation which remain unsold by a given date (usually 8-12 weeks prior to departure) have to be given back (released) to the airline at that stage. Group flights are therefore rarely available after this release date.

By booking early, you maximise your chances of getting on our group flights which ensures you are getting the benefit of our group costs and also reduces the chance of you ever having to pay any flight related supplements or additional costs.

Seat allocation

Airlines are increasingly reluctant to offer tour operators full allocations of seats for our tours. Consequently when we are limited to the number of group seats we have we may have to source alternatives for some customers. Occasionally this comes at a higher price.

Alternatives to group flights

If you would like to travel from a UK airport but we are no longer holding a group allocation of seats, or if the group allocations have sold out, it may be that we can still book extra group seats on an ad-hoc basis. If the group rate is not available we may have to charge a supplement or look for alternative airlines.

Connecting flights

We can offer two options for customers wishing to fly from an airport outside London. We can, where available, arrange domestic flights from regional airports to connect with some flights we use from London. The flights may be flexible so if your international flight changes we might be able to change your regional flight (subject to availability). Connecting flights may also allow for you to check in your luggage at your local airport for the whole journey.

In many cases for a supplement we are also able to offer international flights departing from airports across the UK. Our Holiday Advisors team are on hand to look into the best option for you.

Where an alternative international flight is booked (i.e a flight that is not part of our group allocation) any difference in the price between the flight booked and our own group allocation cost will be passed on to the customer in the form of a supplement.

Fuel surcharges/Environmental tax

Airlines generally pass on any fuel price increases to their customers as and when they occur. This is either done directly or via tour operators. Due to the volume and size of these increases we occasionally have no choice but to pass on all or part of these directly to our customers. You will be informed of any fuel related surcharges or new and additional taxes, airport or security charges in place or other sums payable in addition to the advertised brochure price at the time of booking.

Flight routings

We use a number of indirect flights which may require you to change planes en-route. This may be because we cannot obtain a block allocation of seats on a direct flight or it may be the only option. If you are interested in booking a direct flight at a supplement (where available) please ask one of our Holiday Advisors.

Flight meals

Although meals are provided on most international flights, you should be aware that there is a trend toward them not being included on shorter flights, and particularly those within Europe. We therefore cannot guarantee that meals will be provided on all flights. If you have any special dietary requirements, please let us know at the time of booking so we can ensure this request is sent through to the relevant airline.

Flight seat requests, airlines, trains and coaches

We strongly recommend (particularly if you are flying economy class) that you check in early if you have particular seat requests. Travelsphere has no control over the allocation of seats by the airline, train company or coach company. Even if a request has been made with the supplier to pre-book seats, no guarantee can be made that they will be available on departure. The provision of particular seats does not constitute a term of your contract with us. Please note that suppliers operate older and more modern aircraft / vehicles within their fleet and we cannot guarantee which type you will travel on as this may be subject to change and general availability. Although some airlines / train companies offer the ability to book seats on line this may not be the case when booking a holiday through us, as we offer holidays based on special tour operator fares and booking conditions. If this is particularly important to you then please ask about our upgrade options.

Change of airline

Due to the ever changing nature of the airline business, airlines selected and used for our tours can change after your booking is made, as can flight schedules and timings. Block allocations of seats can sometimes cease to be available. This can be for a number of reasons such as the airline withdrawing the flight or operating with smaller aircraft than first planned. Where this is the case we will endeavour to find an alternative with the same carrier or similar flights with another carrier.

Flight schedule changes

When you book one of our flight inclusive tours, your holiday confirmation will contain provisional flight details. We aim to make this as accurate as possible from the start, however the timings or the flight numbers can change several times before departure. We will monitor all changes and inform you as soon as possible if there is a change which affects you departure by a considerable time or moves the tour to a different day or significantly affects the tour itinerary. Final timings will be sent about ten days before you travel.

Airlines and aircraft

All prices in our brochures are based on air travel in economy class. Passenger travel on scheduled airlines is provided under the conditions of the airline concerned as printed on the air ticket. The aircraft used on our tours will include Boeing 727, 737, 747, 757, 767, 777; Airbus; 320, 330, 340, 380, DC-10, MD-11, MD-80, or any other aircraft types at the discretion of the relevant airline. We reserve the right to substitute an alternative airline or aircraft type if required to do so for reasons beyond our control.

These brochures are issued on the sole responsibility of the tour operator. They are not issued on behalf of the airlines whose services are used in the course of the tour. Our airline holiday tour number is IT2 NW6 BMR8.

Airport taxes

Any airport taxes and security charges which are payable in advance and therefore form part of the scheduled air ticket have been calculated at the time of printing and included in the price of your holiday. These include the UK Government Airline Passenger Duty and various overseas airport airline charges where applicable.

At some airports, there are also passenger charges which are payable locally. Where possible these will be paid by us on your behalf and included on your confirmation invoice.

Holidays by rail

Where your holiday includes rail travel, it is in standard class, unless otherwise stated. Please note that we are unable to provide porterage at stations and you will be required to handle your luggage when getting on/off and changing trains.

Ocean and river cruise holidays

River vessels and cruise ships enforce the highest standards of cleaning and sanitation in order to prevent the spread of viruses and disease. In most cases, prior to boarding, you will be asked to complete a medical form confirming you are not ill or have not been ill prior to boarding the ship. If you experience any gastrointestinal symptoms on board, you may be confined to your cabin until your symptoms are clear. This action is to protect all passengers on board and contain the spread of any virus.

We reserve the right at any time to ask passengers to produce medical evidence of fitness to travel, this may include the submission of any required medical certificates.

Any passenger boarding a ship at initial embarkation who has not filled in the required pre-boarding health declaration must inform us of any sickness and/or diarrhoea experienced less than 72 hours prior to embarkation. In the interests of passenger safety we reserve the right to refuse boarding at our discretion. In such circumstances passengers will not be entitled to compensation.

Running order of itinerary

Occasionally we may have to make changes to the running order of your holiday itinerary. This could be due to a number of reasons such as public holidays, weather or traffic conditions, and may sometimes be at short notice. On the rare occasions that this happens we will act in the best interests of our customers to ensure the enjoyment of your holiday is not impaired.

Tailor-made add-ons

For an initial non-refundable fee of £25 per person our Specialist Sales Team will help you to craft your perfect tailor-made add-on and make the arrangements for you. Simply give them a call on 0844 567 3701. Please note: Additional charges will apply for accommodation and changes to your flight may also incur extra charges. Please ensure your travel insurance covers you for the whole duration of your holiday, including any add-ons.

Brochure details

WWe have taken great care to ensure that the details in the brochure are correct at the time of publication. Please bear in mind, however, that the availability of certain services may vary, particularly outside the high season period. This may be for a variety of reasons. For example, lifts need servicing, swimming pools must be cleaned, and outdoor amenities such as chairlifts and cable cars can be affected by weather or lack of demand. Any optional excursions will, of course, operate subject to demand and weather conditions.

It should be noted that our itineraries in China have been designed in close collaboration with the Chinese State Tourist Authorities, who do reserve the right to occasionally make changes to the accommodation, sequence in which cities are visited, duration of time spent in each city, and mode of transport, due to local conditions. Travelsphere cannot be held responsible for any such alteration, although you can rest assured that we would handle any such amendments in your best interests.

What the holiday price includes

Please refer to the panel on each page which details the items included in the price of each particular holiday.

Customers with special requirements

Equality Act 2010:

The Act makes it unlawful for a service provider to discriminate against a disabled person by refusing to provide any service which it provides to members of the public.” This law applies to services provided in the UK and not those provided overseas. However, we believe in trying to make our holidays as accessible to as many people as possible. If you tell us before you book of any special needs or medical conditions you have, we will do all we can to accommodate you. This includes making any reasonable adjustments to the holiday itself. If your or any member of your party’s situation changes after you have booked you must let us know straight away.

Examples of reasonable adjustments we might make include (but are not limited to):

  • Providing relevant sections of our brochures in large print
  • Making specific seating arrangements on our coaches for those with specific mobility difficulties
  • Providing individual transport for someone with mobility difficulties where a coach cannot reach a hotel

Whilst we will endeavour to make any reasonable adjustments to the holiday itself, sometimes this may not be possible. Examples where we might not be able to make a reasonable adjustment include:

  • Providing wheelchair access ramps to overseas hotels in remote locations
  • Our staff pushing a customer in a wheelchair throughout the duration of the holiday

It is your responsibility to tell us before you book whether you have any special needs or medical conditions, which might affect your ability to take part on our holidays. A reasonable level of fitness is required for our holidays as some walking can be involved. If you are in any doubt about the suitability of any of our holidays please just ask. Where we can we will make any reasonable adjustments - where we cannot make such adjustments we may have to refuse your booking.

It is our intention to try and make our holidays as accessible to as many people as we can, especially those with disabilities. We cannot do this if you don’t tell us of your needs so please mention any relevant information to us before you book. We will assume, unless you tell us otherwise, that all members of the party are in a good state of health to participate in the holiday.

If you do not tell us about any special needs or medical conditions, and we find ourselves in the position where you are at your UK departure point or on holiday and unable to participate fully, then we reserve the right to:

  • Organise extra assistance or make any adjustments so you can continue with the holiday, and pass on the costs of doing this to you.
  • Arrange your return to the UK, or to your home address if you haven’t left the UK, and pass on the costs of doing this to you

We very much hope that all our customers will be completely open, honest and upfront with us so the above situation does not occur. However, we do reserve the right to take action in the interests of your health and safety and the health and safety of our staff and other customers should we need to.

Special Services - Cruising Holidays

At Travelsphere, we endeavour to make our holidays as accessible to as many people as we can, especially those of our customers that require assistance.

We have an experienced and dedicated in-house Special Services team to help you plan and arrange your trip to meet your individual needs where we are able. If you tell us before you book of any special needs or medical conditions you have, we will do all we can to accommodate you.

The Equality Act 2010 requires service providers to make reasonable adjustments to holidays to ensure disabled customers are not declined any service which it offers to members of the public. In addition, EU regulations now apply to Ocean and River cruises.

It is important to tell our Sales Centre (0844 567 3701) before you book whether you have any specific requirements, medical conditions or mobility issues which may affect your ability to join one of our tours or cruise holidays.

There are safety considerations that require careful assessment and whether reasonable adjustments to the holiday can be made if you require assistance therefore, if required, a medical questionnaire and fact sheet will be sent to you. This needs to be completed and returned to us as soon as possible.

If your or any member of your party’s situation changes after you have booked you must let us know straight away.

If you require special assistance, a number of Special Services guides are available for you to download to help you think about your requirements and the type of information you may be asked to supply:

Walking

To help you choose the right holiday for your individual needs we indicate at the end of each holiday description the level of walking required to maximise your enjoyment of the holiday. We point out where you might be required to walk in areas of rough ground, gradients and steps, and we highlight holidays which may not be suitable for customers with limited mobility.

If you would like further advice please speak to one of our Holiday Advisors.

Group reductions

We are able to offer reductions for groups of 10 or more people on most of the holidays in our brochures. Please ask our Groups Department for details by calling 0845 7585 007.

Children and infants

The following are the minimum ages of children we will accept on our holidays:

  • Rail holidays to Europe and all long haul holidays (including the USA and Canada) – 12 years old.
  • Walking and activity holidays to all destinations – 18 years old.
  • Flight holidays to Europe which are resort based – no minimum age
  • Cruising holidays – no minimum age unless there is a tour connected with the cruise, in which case 12 years old.

Tickets and travel details

You will receive your tickets and full travel documents approximately ten days before departure.

Data Protection Policy

At Travelsphere we are committed to protecting your privacy. This data protection policy sets out how we will use your personal data after it has been collected by us through our website, brochures, speaking to our customer services staff or otherwise. This policy may be updated from time to time and we will contact you if there are any changes.

Where ‘you’ are referred to in this policy, this shall mean you and every member of your party. You should ensure that all your party members have read this policy and agree that you may act on their behalf in dealing with us.

Travelsphere is a trading name for Page and Moy Travel Group Air Holidays Ltd which is part of All Leisure Holidays Ltd. Our registered office is at Compass House, Rockingham Road, Market Harborough, Leicestershire, LE16 7QD. Registered in England with company number 01329030. For your protection, we are registered under the Data Protection Act 1998 and have made appropriate notifications to the Information Commissioner’s Office.

What we collect and why - When you make an enquiry, join our mailing list or book a holiday with Travelsphere we may need to collect information about you including (but not limited to) your name, contact details and company name and position (if applicable). We may also collect such data if you enter competitions, register for promotions, take part in surveys, provide us with feedback or make use of our ‘call you back’ facility. We may also collect payment details and/or relevant health information to process bookings.

Some of the information we collect may be ‘sensitive personal data’ (for example ‘special requirements’ data relating to disability, diet, health or religion) in which case we will only collect, retain and pass it on with your positive consent.

We require this information to understand your needs and provide you with the service you have requested. We use it to advise you of information concerning your holiday booking, enquiry or other transaction.

We may use the information to advise you of our new services, products, promotions, special offers and/or other information which we think will be of interest to you. We may use your data for our business management and operation and for monitoring, marketing and customer care purposes in order to achieve our aim to provide you with the highest standard of quality and service and increase our customers’ choices wherever possible.

Who else do we give your details to? – Travelsphere is part of All Leisure Holidays Ltd. We may share your personal information with other All Leisure Holidays companies in order to provide you with the latest news and offers on products or services which may be of interest to you.

We may share your information with our credit checking companies, public authorities (e.g. customs/immigration), companies who process data on our behalf or to our professional advisers.

We may also share your information with carefully selected market research companies that may contact you (by email, telephone or otherwise) to help us understand your preferences and help us to improve our products and services and the customer experience.

We may pass on your personal details to those companies or organisations that need to know them in order that your holiday or other service or product can be provided. For example, the tour operator, the airline, hotel or credit card company. This may include the transfer of information outside the European Economic Area where data protection controls may not be as strong as in the UK. When you make a booking or enter into a transaction this means you consent to our passing on such details.

On all of our direct marketing and email communications you will be given the opportunity to opt-out of receiving such communications in the future. If you do not wish us to use your data for direct marketing and email purposes or to pass your details to carefully selected third parties, please contact us at Freepost RRLE-YZJG-RBHU Travelsphere, Compass House, Rockingham Road, Market Harborough, Leicestershire, LE16 9QD.

Security - We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect. We use encryption when collecting or transferring sensitive or financial data.

Consent - By disclosing your personal data to us, whether using our website, telephone services or otherwise, you consent to the collection, processing and use of your personal information by Travelsphere in accordance with the terms of this privacy policy.

Data Subject Access Request - You are entitled to ask us by letter what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. There is a maximum charge of £10 for this service and we will respond to legitimate requests within 40 days of receiving your written request and fee.

Questions - If you have any questions about Travelsphere’s Data Protection Policy, please contact us at Freepost RRLE-YZJG-RBHU Travelsphere, Compass House, Rockingham Road, Market Harborough, Leicestershire, LE16 9QD.

Travel to the Airport

It is advisable to leave booking travel arrangements to your UK departure point until you have received your final travel documents (except for booking regional connecting flights with us). We can arrange all of this for you so please speak to one of our Holiday Advisors for more information.

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