Terms And Conditions
Our Booking Conditions
It is our wish that you thoroughly enjoy your holiday and therefore we would urge you to read the booking conditions and important information before booking your holiday. We hope you will find the information useful. Set out below are the conditions that apply to your holiday with us. Our intention is to avoid complicated and lengthy legalese in our relationship with you and to ensure that principles of fairness and reasonableness should apply in the unlikely event of there being any dispute between us. Please read these terms carefully before completing and signing the online booking form. The full contents of our brochure / website form the basis of your contract with us. Please ensure that you have read and understood all information on this and other pages. Your contract with Solitair Limited commences on the date of issue of the confirmation invoice. Your holiday contract will be with Solitair Limited trading as Solitair Holidays whose registered office is Solitair House, 12 Arundel Street, Manchester, M15 4JP. Solitair Holidays is fully bonded under Air Travel Organisers Licence number 6184.
Booking and Payments
The appropriate deposit plus (optional) insurance must be paid when completing and returning the booking form. The balance is due not later than 10 weeks prior to departure, and if not so received Solitair Holidays have the right to cancel the booking. Payment of your holiday may be made by cash, debit or credit card. Payment by Visa or MasterCard is acceptable subject to a 2% surcharge & Amex is 3% surcharge. All Debit cards, Delta, Visa Debit, Master Debit, Solo, Electron cards are subject to no surcharge. A minimum card charge of £5 applies on all credit card payment from £1 - £250. Solitair Holidays reserve the right to cancel or refuse to accept any booking at any time.
"All the flights and flight-inclusive holidays [in this brochure] [on this website - as appropriate] are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: http://www.atol.org.uk/ATOLCertificate "
Your Financial Protection
"When you buy an ATOL protected fight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong."
"We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable)."
"If we, or the suppliers identified on your ATOL certificate, are unable to provide the service 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 benefit) 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 claim may be re-assign to another body, if that other body has paid sums you have claimed under the ATOL scheme."
Once confirmed and invoiced, any changes by you to your holiday arrangements will incur an administration fee of at least £25 for UK breaks and £50 for all others, if a change is made more than 55 days before departure. The fee may sometimes be higher if the change results in Solitair Ltd being charged higher amounts by our suppliers. Changes made 55 days or less before departure will incur cancellation charges, as indicated below.
Your air travel is included in your package, if the carrier makes changes to the original schedule, we will inform you as soon as possible. We reserve the right to substitute airlines and aircraft, or change the destination airport, but if you opt to cancel as a result of the above changes, you will be liable for normal cancellation charges. The conditions of the transport carrier apply to your journey. The liability of all carriers are generally governed by the Warsaw convention, Hague protocol or Athens convention. Please note flights used are not operated or owned by Solitair Ltd and are subject to the airline contract.
Airlines and Aircraft
We fly with scheduled, charter, low cost carrier and we reserve the right to substitute airlines and/or aircraft, or change the destination airport. Such changes will not constitute a significant alteration as defined in Solitair Booking agreement. Should you wish to cancel your holiday as a result of such a change, cancellation charges will be applied in accordance with Solitair Booking Agreement.
Where flight timings are given, they are for your guidance only, and you should refer to your tickets for the actual flight times, although there will be occasions when these may also change.
In flight meals & extra luggage
Your package does not include in flight meals and if you require an in flight meal, it can be pre booked at the time of booking at a cost of £38 / person return. Certain carriers charge for hold baggage and excess over 20 kg which you will be obliged to pay at the time of booking.
Regrettably we cannot guarantee that your flight will not be subject to delay. Whatever the nature of a delay, these are the responsibility of the carrier, and subject to their Conditions of Carriage. The provision of subsistence, and/or accommodation, during the period of a delay, is also the responsibility of the carrier. In the event that a delay results in lost holiday time, Solitair Holidays cannot make any refund of unused accommodation or meal arrangement, as they are not re-sold, and full cancellation charges will be applied by the hotel. No adjustment can be made to the holiday arrangements to take account of a delay. Please pay particular attention to the above when booking your own independent domestic flights, train or taxi connections, and allow sufficient time. Solitair Holidays cannot accept any liability for missed connections, cancellation charges, or other consequential loss resulting from a delay, unless the arrangements in question are booked by us as a part of the inclusive package. Due to the nature and timing of aircraft chartering and scheduling, we cannot confirm at the time of going to press the precise airline for charter flights, nor the precise type of aircraft for charter or scheduled flights on each individual tour.
Many of these holidays involve travelling, touring, local flights or cruises, sometimes large distances and across borders. Whilst we make every effort to adhere to the itinerary printed it should be understood that changes may be necessary once the holiday has commenced due to influences such as weather, political, or transport conditions. Itinerary is subject to change at the discretion of Solitair without compensation and Solitair Holidays is not responsible for the consequences of any changes.
This brochure is planned and produced many months in advance of its commencement of validity. Every effort is made to ensure that the details, description and prices contained in the brochures are correct, based on inspections, and information passed to Solitair by its suppliers. However changes do occur, sometimes at short notice and therefore we will advise you at the time of booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible for Solitair to control all elements of the holiday whereby advertised facilities can sometimes become unavailable at short notice due to inclement weather conditions, lack of demand, emergency repair works, etc. Solitair trademark does not imply to any sales or revenue.
Solitair Holiday Prices
We reserve the right to alter the prices of any of the holidays shown in our brochure/ website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. We reserve the right to offer and withdraw special offers or discounts without prior notification. To take the advantage of early booking Smart Price and Share & Save option, booking must be made at least 12 weeks prior to departure with full payment at the time of booking. Smart Price bookings are non-refundable, non transferrable and subject to 100% cancellation charges.
Late Bookings Charges
For a holiday which involves schedule flight bookings made within 8 weeks of departure an administration fee of £100 per booking and for a holiday which involves charter flight booking an administration fee of £50 per booking will be charged for any requests to suppliers i.e. airlines and hotels to confirm extra space for the booking.
Each of our tours is based on a minimum number and Solitair Holidays reserve the right to cancel a tour if such numbers are not reached. You will then have the choice of booking an alternative tour with us, changing your departure date at the appropriate additional cost or reduction depending on the cost of the tour excluding any amendment charges paid. In the unlikely event that your tour is cancelled, A - accept the change and the contract will be varied to incorporate the change, B - take a alternative tour subject to availability. If the alternative tour is of lower or higher price than that originally confirmed, the difference will have to be paid to us or be refunded to you, C -withdraw from the booking completely in which case Solitair will make a full refund of all monies paid by you. If a tour has to be cancelled due to insufficient numbers Solitair will not pay any compensation nor be responsible for any cost or expenses incurred by you as a result.
Cancellation by you
If you wish to cancel your booking you should advise us in writing as soon as you can. If we have made your insurance arrangements for you the premium is forfeited on cancellation. (Holiday insurance premiums are non transferable and non refundable). The cancellation charges on the holiday cost will be based on the date of receipt of your written notification and will be calculated on the following basis.
· Over 60 days - Deposit only
· 40 to 60 days - 60%
· 29 to 39 days - 80%
· Under 28 days - 100%
Changes / Cancellation by us
Cancellation may be necessary in exceptional circumstances and Solitair reserves the right in its absolute discretion to cancel your holiday. If this occurs you will be offered an alternative holiday of comparable standard (if available) together with a refund of any price difference or a full and prompt refund of all monies you have paid, except for any amendment charges. In no case except for circumstances beyond our control or where you fail to make payment in whole or in part will your holiday be cancelled within 10 weeks of departure. Circumstances beyond our control include but are not limited to war, threat of war, riot, civil strike, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions. If cancellation or curtailment of your holiday occurs as a result of circumstances beyond our control, the consequences of which could not have been avoided even with all due care, Solitair will not pay any compensation, nor be responsible for any costs or expenses incurred by you as a result.
While Solitair has taken all reasonable care in arranging your holiday we are dependent on other organisations, which we do not own or operate, for the provision of travel and accommodation. Consequently we shall not be liable for loss, damage, inconvenience, death or personal injury due to neglect, act or omission of any other company or caused by an event beyond reasonable control. While we shall at all times use our reasonable endeavours to meet our clients' specific requirements, we cannot accept responsibility for any loss, damage or expense thereby incurred if these deviate from the terms of the holiday being offered. If any changes or cancellations have to be made to the itinerary for reasons beyond our control, every reasonable effort will be made to arrange alternatives, where possible, but we cannot accept responsibility for any loss or damage (including damages for disappointment) which may be caused. Where any compensation is due this will be agreed on a reasonable basis and, where appropriate, the terms of international conventions will apply.
If you have a Complaint
If you have a cause for complaint, this must be brought to the attention of a Solitair representative immediately so that action can be taken to remedy the problem. Failure to report any complaint to a Solitair representative whilst in the resort will jeopardise any claim. If the Solitair representative is unable to resolve the problem in the resort then details of the complaint should be notified to Solitair in writing within 28 days of your return. We will not entertain any compensation claim unless both procedures have been followed. Please report any problem during the holiday to your Solitair representative at once, preferably in writing, then contact us in writing within 4 weeks of your return. We will not entertain any compensation claim unless both procedures have been followed.
It is conditional that you are adequately insured for overseas holidays ensuring that your policy provides, in particular, cover for medical expenses, emergency treatment and repatriation where necessary. We offer an optional insurance scheme, available only to residents of the United Kingdom. If you wish to arrange your own insurance, details (name of insurer, policy number and telephone number) should be entered on your booking form.
Our Responsibility of your Accommodation
We will arrange for you to receive the facilities that make up the accommodation that you choose and that we confirm. We are responsible for making sure that each element of the accommodation you book with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you). We have taken all reasonable care to make sure that the accommodation you have booked with us is provided by an efficient and reputable supplier. This supplier should follow the local and national laws and regulations of the country where the accommodation is situated. However, overseas safety standards are generally lower than in the UK, for example few hotels yet meet EC fire safety recommendations even in Europe.
This section covers injury, illness or death while you are staying at the accommodation that we have booked for you. We have no direct control over the way our suppliers maintain and operate their properties but everyone employed or contracted by us or by our suppliers is expected to carry out their duties in accordance with accepted standards of behaviour. If they do not carry out their duties in accordance with accepted standards of behaviour. (or at all) and that fault results in your injury, illness or death, we may make a payment to you. We will not make any payment if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court. We will make such payments for injury, illness or death on the basis that you are expected to accept that:
· You must tell us and the supplier involved about your injury or illness while you are in the resort. You should also write to our at the address shown in our websiter about your claim within 28 days in order to allow us to investigate it properly and co-operate with us so as to enable us to carry out such investigation. Please include a letter about your injury or illness from your doctor if you can
· You should transfer to us any rights you have against the supplier or any other person.
· You should co-operate fully with us if we or our insurers want to enforce those rights.
· Any payments we make may be limited in accordance with international conventions. We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to you, plus any legal or other costs
In your own interest, you must be confident that your medical and physical condition is suited to the holiday you have chosen. If in doubt, please consult your doctor and be sure to advise us on the booking form of any condition we should be aware of.
Where clients require special diets eg. Vegetarian, we will in good faith pass this requirement on to the hotels, airlines etc. but we cannot accept responsibility in this respect.
New Government Taxes
If, subsequent to the publication of the brochure, additional taxes or duties are levied then regretfully these costs will be charged.
If the behaviour of any member of any party is considered likely to cause offence, danger, damage or distress to others we reserve the right at all times to cancel or terminate a holiday completely. If this situation arises our responsibility will cease and the company will be under no obligation to cover expenses incurred and neither will we consider or accept any claims for compensation or refunds whatsoever.
Essential Reading Your Hotel
Solitair offers a wide range of holidays in many parts of the world and use a variety of hotels from the most luxurious to mid range standard. Every country has its own criteria for hotel classification and these vary considerably from country to country. We have introduced our own system of rating hotels to provide a consistent guide based on accepted standards. (Star category is indicated next to hotel in brochure). All hotels have been chosen for their quality, standard of service and location. If you chose a holiday with mid range accommodation you can expect it to be clean and comfortable, but please do not expect luxuries. You should always make allowances for local traditions and way of life at all our destinations. Life moves at a slower and more sedate pace with a very relaxed attitude, even in the higher standard hotels. Please do not mistake such attitudes to be poor service, enjoy the relaxing and charming way of life which is all part of your holiday experience. If a guest wishes to be upgraded to another room or hotel, this facility can be arranged depending on availability by paying the difference at the destination prior to the change. In some hotels facilities such as air conditioning and safety deposit boxes are provided at an extra cost.
All Solitair holidays provide single occupancy rooms. In some cases, we do offer to share a room with another Solitair traveller, Unless you wish to travel with your chosen companion.
The meals are included as per your booked plan and vary from hotel to hotel. Half board usually consists of breakfast and dinner and full board includes breakfast, lunch and dinner. If meals are not included during the evenings you may wish to join the other Solitair guests and dine together at a restaurant of your choice. Unlike when you travel with other tour operators, you will not be herded for dinner in the evening but instead a local arrangement between the guests will be made with the guidance of your Solitair representative.
Health & Safety
During the process of contracting all our hotels we have undertaken full health and safety auditing and outlined all the facilities at each hotel. In the event of any breakdown or non operational facilities during your stay we cannot take the responsibility. Although hotels featured operate to their own countries standards, regrettably the safety standards and regulations overseas may not be at the level we enjoy in the UK.
Where motorised watersports are indicated as available within the featured resort in this brochure, it is not intended that this should be taken to be a recommendation to take part. In all watersports we neither own or operate these facilities and cannot provide assurance that they are maintained or operated with customer safety in mind. Some watersports may also be considered to be "hazardous pursuits" by insurance companies.
Laws, licensing requirements and age limit vary throughout the world. We recommend that you check with the relevant embassy or consulate.
Local Laws, Customs & Holiday Seasons
To ensure you enjoy your holiday it is important that you make yourself aware of the local laws and customs in each country. E.g. Nudity on beaches and in swimming pools is prohibited in many countries. We operate holidays through out the year and some of the hotel and resort facilities may not be fully operational beginning and towards the end of the season. Also in certain countries during their national, religious and festival holiday period some the facilities may not be available.
We at Solitair believe through our experience, local representatives from the respective country add value to your holiday as they act as local experts and their knowledge and skills are at your disposal. All our representatives meet and greet you at the destination airport and ensure your transfer to your respective hotel runs smoothly. The initial welcome meeting at the hotel gives you the opportunity to meet with fellow guests to facilitate the commencement of your holiday. You will be guided to the best places, parties and special events which the average traveller may not get to hear about. The Solitair representative will make frequent visits to your hotel at regular times which will be advertised locally at your hotel. However in case of an emergency you will be provided with a 24 hour emergency telephone number.
Sightseeing and Excursions
Any sightseeing trips, events or other tours either attended in resort or land-based 'shore' excursions for which additional payment is required. Sightseeing and Excursions can either be booked in resort or pre-booked (Cruises only) and paid for when you book your package with us. All Sightseeing and Excursions are supplied by third party suppliers and are subject to the relevant sections of these conditions. We accept, subject to these conditions, responsibility for pre-booked Sightseeing and Excursions. However, Sightseeing and Excursions booked in resort do not form part of your Package and are not governed by the Package Travel, Package Holiday and Package Tours Regulations 1992. We do not have any responsibility or liability whatsoever for anything which may go wrong on a Sightseeing and Excursion booked in resort. In any event, the contract for any resort booked Sightseeing and Excursion booking is between you and the Sightseeing and Excursion provider. It is your responsibility to note carefully any conditions of contract contained in any resort booked Sightseeing and Excursion, literature, ticket or receipt you are given. For resort booked Sightseeing and Excursions you may be subject to the laws and any relevant safety standards of the country in which you take your excursion and may be required to bring any disputes or claims before the Courts of that country also.
Solitair will not take any responsibility for any adverse reactions to treatment or package under taken by individual clients. Each customer is advised to consult with there personal doctor for their own health status and specific needs before booking and commencing treatments.
Solitair provides the most competitive insurance premium with maximum coverage in association with Cover More Insurance Ltd. Please ask for a quote as the premium and level of cover varies for each destination, number of days and age.
Transport between destination airport to the hotel and return. Also domestic transfers between two destinations is included as part of your holiday. The vehicle used may vary from private taxi to coaches depending on the number of guests. Solitair will arrange travel where you have booked a two centre holiday which includes flight transfers. All additional transport costs must be borne by the customer.
Before you travel
Check your documentation carefully to ensure your details are correct. Ensure your passport validity and your visa requirement for respective countries covered by this brochure. Other than UK passport holders should check visa requirements with the appropriate Embassies. As health requirements for travel are constantly changing, before you depart we advise you to consult with your doctor.
It is the responsibility of the travellers to arrange their own Visa to the countries which require tourist visa's for entry.
Solitair Competitions and Offers
Solitair runs various promotional offers, prize draws and issue holiday vouchers.
New Government legislation requires all carriers (air, sea and rail) due to arrive in or depart the UK to submit detailed passenger information prior to travel. This means that Solitair Holidays will need to collect passport information from all travellers prior to travel so that all air, sea and rail tickets can be issued. For further information about e-borders you can visit the website on www.ukba.homeoffice.gov.uk.
If any part of these Booking Conditions is found to be invalid, or unenforceable, then the remainder of the conditions will not be affected, and remain valid and enforceable.