Unforgettable Travel Company (“UTC”, “Unforgettable Croatia”) Booking Conditions
For all holidays your contract is with Unforgettable Travel Company Ltd, 86-90 Paul Street, London, EC2A 4NE. Unforgettable Travel Company “UTC” is registered in England under no. 9738411.
These booking conditions together with and any other written information brought to your attention before we confirmed your booking, form the basis of your contract with Unforgettable Travel Company Ltd. Please read these booking conditions carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
It is essential that you check the travel details outlined on the confirmation invoice and inform us immediately of any errors failure to do within 7 days from date of issue may harm your rights.
The deposit for your holiday is variable and will be confirmed at time of booking. The balance is due not less than 60 days prior to departure, or immediately if you book within 60 days of departure. However, to guarantee a price, we may have to ask you to pay in full for all or part of your holiday at an earlier date. If any balance remains unpaid, travel documentation will not be issued and we reserve the right to treat your booking as cancelled and apply the cancellation charges as set out below. Payment must be pounds sterling and you will be responsible for any bank charges which will be communicated to you at the time of booking.
Where we are aware that an increase in flight cost is imminent we will advise clients that immediate payment will enable us to issue tickets so as to avoid passing any additional flight cost, tax or other surcharge on to the client.
Payment may be made by cheque, bank transfer, debit or credit card.
Please note that no surcharge will be imposed on payments by debit card; however if you wish to pay by credit card a fee of 2% of the value of the payment is levied to cover the cost of the transaction.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from this brochure and for your repatriation in the event of our insolvency. We have total financial protection for all of our clients. All trips including international flights from the UK are protected by way of a bond held by the Civil Aviation Authority under ATOL number 10300. If your holiday includes international flights from the UK you will be issued with an ATOL certificate at the time of booking.
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.
We provide further financial security under our membership of the Travel Trust Association (TTA). Membership number – Q3969 As a member of the TTA, we deposit your money into a Trust Account held by the TTA. A Trust Account is a bank account designated to hold your money.
Your money remains in the Trust Account and is supervised by an appointed Trustee who is either a banker, chartered or certified accountant or a solicitor. Both Unforgettable Travel Company Ltd AND the Trustee are required to authorise payments from the Trust Account. In addition to being held in trust, you also have a financial guarantee from the Travel Trust Association. The TTA will guarantee the financial obligation of its Members up to a maximum any one passenger of £11,000.
The Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse the money paid. When you make a booking, you will be supplied with a guarantee certificate – you can see the terms of the TTA guarantee on their website www.traveltrust.co.uk/guarantee.
In the unlikely event of our insolvency, in most instances your money will still be held within the TTA member’s Trust Account by the designated Trustee, and available to pay for your holiday. If it is not in the rust Account then the guarantee is available to reimburse your loss. In some cases your holiday may continue as the providers or suppliers have already been paid. Where you have only paid a deposit and still have an outstanding balance, your holiday may be unaffected and by paying the balance your holiday will continue as planned. Where possible, attempts will be made to ensure that you can carry on with your original holiday arrangements.
Travel insurance is vital and it is your responsibility to ensure that you take out a comprehensive travel insurance policy to cover you during your travel. We reserve the right to request details of your policy to us before you travel. If you choose to travel without adequate travel insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available. If you lose any personal items whilst on holiday, we advise you to obtain a written police report and/or from a local representative to assist with any insurance claim upon your return.
Passports and Visas
It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your trip to Croatia. We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements and other immigration requirements for you and your party are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to indemnify us in relation to any costs which we incur as a result of your failure to comply with any passport, visa or immigration requirements.
Croatia requires passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Croatian Embassy prior to departure. It is your responsibility to check visa requirements for Croatian and up to date travel advice can be obtained from the Foreign and Commonwealth Office, visithttps://www.gov.uk/foreign-travel-advice/croatia. The FCO also provide up to date information on safety issues. Non British Citizens, including other EU nationals, should contact the Embassy, High Commission or Consulate of your destination, for up to date advice on passport requirements.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your own specific circumstances relating to the area of Croatia you are travelling to. The FCO can also provide advice on your health requirements as https://www.gov.uk/foreign-travel-advice/croatia
Whilst we try to ensure that the information on our website is as accurate and not misleading, it is published many months before your holiday takes place and may be subject to change. Any material changes take place to your booking we shall inform you however we reserve the right to make changes to the website and any information it contains at any time.
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays.
With ever changing oil prices, airlines are applying fuel surcharges, as well as taxes, to their normal fares. The level of surcharge is constantly changing and can range between £100 and £250 per person on international flights. This levy is included in the fare we quote to you but is subject to change until you have paid in full and the ticket has been issued. This and all other taxes are included in the airfare we quote.
Any changes in taxes, entry fees and/or charges that we collect at net cost on behalf of local and government bodies will be passed on to you in full or refunded to you in full (Net Cost Charges). We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums, Net Cost Charges and any amendment charges. You will be charged for the amount over and above. If this means that you have to pay an increase of more than 10% of the price of your confirmed travel arrangements (excluding any amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements.
Should the price of your holiday go down due to the changes mentioned above by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Children over the age of 12 are treated as adults as far as pricing is concerned. The majority of our tailor-made itineraries are suitable for families and we suggest that you contact us to discuss the best options before booking. There are sometimes reductions for one child (and sometimes two children) sharing the room of two accompanying adults, but these vary from hotel to hotel. These arrangements usually involve placing an extra foldaway bed in a normal double room.
Amendment and Cancellation by You
(A) – Amendment
Once your booking has been made, if you need to alter your arrangements we will do our best to assist you however cannot guarantee that this is possible. You will be responsible for any charges and costs as a result of such amendment and we reserve the right to charge an additional GBP75 administration fee plus any applicable charges levied by our suppliers.
(B) – Cancellation
You, or any member of your party, may cancel your travel arrangements at any time.
The cancellation will take effect from the date that written notification from the person who made the booking is received at our office by email or post and we recommend that you use recorded delivery. Any cancellation will incur a charge to reflect the reasonable costs incurred by us in arranging and cancelling your booking. Charges for cancellation after the balance due date will vary due to the complex nature of our travel itineraries.
Please note, the costs of many international flights are non-refundable. This will be advised to you at the time of booking.
Full cancellation costs will be communicated to you at the time of cancellation. The cancellation charges listed below are a guide only, and will be subject to variation.
(The cancellation charge detailed will be calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling.):-
Days prior to departure when cancellation is made Cancellation Charge
150 to 120 days – Costs of flights, plus 10% costs of itinerary
119-90 days – Cost of flights, plus 20% costs of itinerary
89-60 days – Cost of flights, plus 25% costs of itinerary
59 – 31 days – Cost of flights, plus 75% cost of itinerary
30-0 days – Cost of flights, plus deposit, plus 100% cost of itinerary
Please note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
It is important for you to check if the reason for your cancellation is covered under the terms of your insurance policy as you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any monies you have already paid to us.
All communications relating to this contract (in particular any requests to cancel or amend your holiday arrangements) must be from the Lead Name on the booking in writing and in English and sent by email or by recorded delivery post to Unforgettable Travel Company Ltd, 86-90 Paul Street, London, EC2A 4NE
Amendment and Cancellation By Us
(1) – Amendment
It is occasionally necessary for us to make changes to advertised products and services. In exceptional circumstances we may have to modify your holiday after booking. If the change is minor we will do our best to notify you in advance no compensation is payable in relation to a minor change. Examples of “minor changes” include the following when made before departure: any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type; a change of outward departure time or overall length of your holiday of twelve hours or less, or a change of accommodation to another of the same standard or classification.
If the change is material “major change” (for example, a change of flight time by more than 12 hours, change of destination, or to a lower standard of accommodation), we will notify you as soon as practically possible and offer you the choice of (i) accepting alternative arrangements; (ii) arranging an alternative holiday with us; or (iii) cancelling your holiday with full refund. Regardless of the option you choose we will pay you compensation, unless the change has been caused by Force Majeure or low bookings, as defined below:
Number of days’ notice prior to date of departure Compensation per Passenger
More than 70 days Nil
69 – 43 days GBP10
42 – 28 days GBP20
27 -14 days GBP40
Less than 14 days GBP50
(2) – Changes to your holiday
If we are unable to provide a significant proportion of your holiday whilst you are away, suitable alternative arrangements will be made for you at no extra cost or, alternatively, you will be returned to your point of departure and given a pro-rata refund for any part of the holiday not received. This does not apply to minor changes in your accommodation, itinerary or transportation as detailed above.
(3) – Cancellation
We hope we will never have to cancel your holiday, this however does very occasionally happen and we reserve the right to do so. We will strive to offer alternative arrangements of a comparable or better standard together with a price refund if appropriate, or will give you a full and prompt refund.
(4) – Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea and river conditions and all similar events outside our or the supplier(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
(5) – Travel Delays
We have based our holiday itineraries on the services of major international airline carriers and whilst these airlines are rarely subject to lengthy delays, there are occasions regrettably when delays do occur. Unfortunately we cannot accept responsibility for such events and do not provide for any costs which result from such delays, this includes arrangements for meals and overnight accommodation.
Our responsibilities to You
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; a third party unconnected with the provision of the travel arrangements; where the failure is unforeseeable or unavoidable; unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of twice the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices: Unforgettable Travel Company Ltd, 86-90 Paul Street, London, EC2A 4NE.
Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to fights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 020 7379 7311 or at www.caa.co.uk
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us by telephone. Failure to do so will affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
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.
Any flight confirmations and other information regarding your holiday will be sent to you approximately 4 weeks prior to departure. Most flight tickets are issued electronically, but traditional paper tickets may be necessary on some routes. Our financial summary or itinerary is not a travel document. If you do not have a valid ticket or e-ticket, the airline will ask you to pay again. A 24-hour emergency UK number, printed in your final itinerary letter, will enable you to contact us quickly if something goes wrong.
Your Contract is with Unforgettable Travel Company Ltd, a company registered in England under no.9738411, whose registered office is 86-90 Paul Street, London, EC2A 4NE. All matters concerning this contract will be governed by the law wherever you live in the United Kingdom or, if non-resident, the Law of England and Wales.