Unforgettable Travel Company (“UTC”, “Unforgettable Croatia”) Flex-Booking Conditions
Due to Covid-19 we have introduced Flexible Booking Conditions for all new bookings confirmed from November 1st 2020 for travel in 2021 and to December 31st 2022. For trips booked prior to November 1st, 2020 please see our standard Booking Conditions.
Unforgettable Croatia is a brand of Unforgettable Travel Company. Therefore, for all trips booked with Unforgettable Croatia, the contract is with Unforgettable Travel Company Ltd “UTC”, 86-90 Paul Street, London, EC2A 4NE, UK, 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 90 days prior to departure (or as advised at the time of the booking), or immediately if you book within 90 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 card.
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 7583. 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 through our membership of the Association of Bonded Travel Organisers Trust Limited.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under ABTOT Combined and The Package Travel and Linked Travel Arrangements Regulations 2018 for Unforgettable Travel Company, ABTOT number 5381, and in the event of their insolvency, protection is provided for the following:
- non-flight packages;
- flight inclusive packages that commence outside of the EEA, which are sold to customers outside of the EEA; and
- flight inclusive packages, flight only and linked travel arrangements (LTAs) sold as a principal under the ABTOT ATOL Franchise.
ABTOT Combined cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made by customers outside the EU are only protected by ABTOT when purchased directly with Unforgettable Travel Company.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access the The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents
All the flights and flight inclusive holidays on unforgettablecroatia.co.uk are financially protected either by ABTOT or the ATOL scheme. When you pay for something protected by the ATOL scheme 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: www.atol.org.uk/ATOLCertificate
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. We are aware that during times of Covid-19, clients may want to amend their travel dates. We will do our utmost to assist you with any changes you would like to make. Please be aware that any flights booked may be non-refundable and also non-changeable and will depend on the rules of the airline. Our team will speak to the airline and advise you of any change fees which the airline may levy to make the change.
(B) – Cancellation
You, or any member of your party, have the right to cancel your booking at any time.
The cancellation will be effective from the date that a written notification from the first-named person on the booking is received. This written notification is to be sent by email to [email protected] . All cancellations effected will incur a charge that reflects reasonable costs we have incurred in the arrangement of your booking and the cancellation. The charges vary greatly as our travel itineraries can also vary significantly and tend to be quite complex. It is important to note that some international flights, hotels, ferries or private tours offered may be non-refundable, however, any non-refundable elements of your trip will be outlined in your quotation. Please read through your quotation thoroughly to see if any non-refundable services apply to your trip.
The total cancellation cost of your booking will be confirmed to you after we have received your written notification and will include any non-refundable services applicable and a percentage of the total itinerary cost as outlined below. Any packages that include a cruise, will incur higher cancellation percentage – please see Small Ship Cruises and Cruise & Land Packages below.
Twin & Multi-Centre, Luxury Holidays (Hotel Stays)
Cancellation Charge based on Days Prior to Trip Departure
Greater than 60 days Non-refundable services, plus 10% of itinerary costs.
31 – 59 days Non-refundable services, plus 50% of itinerary costs.
0 – 30 days 100% of the itinerary costs.
Small Ship Cruises and Cruise & Land Packages
Cancellation Charge based on Days Prior to Trip Departure
Greater than 90 days Non-refundable services, plus 10% of itinerary costs.
60-89 days Non-refundable services, plus 50% of itinerary costs.
31 – 59 days Non-refundable services, plus 70% of itinerary costs.
0 – 30 days 100% of the itinerary costs.
Please note: Certain travel arrangements cannot be changed once they have been confirmed. Any non-refundable services will be outlined in our quote prior to booking and may incur a cancellation charge of up to 100% of the price for any of these arrangements.
The reason for your cancellation may be covered under the terms of your travel insurance, so it is important to check your policy as you may be able to reclaim applicable charges through your provider. If you cancel your booking, the cancellation charge(s) will be deducted from any money you have already paid.
Important: Please note that the payment of your deposit constitutes acceptance of our Flexible Booking Conditions, including cancellation terms as outlined above and in our quotation and online booking form.
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.
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