FOX PRIVATE TRAVEL LTD BOOKING CONDITIONS
The following booking conditions form the basis of your contract with Fox Private Travel Ltd of 2 Ellerton Road, London, SW18 3NN. They also set out terms which will apply to your booking where your contract is with a party other than Fox Private Travel Ltd. Please read them carefully as they set out our, and any third party’s, respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
These booking conditions only apply to holiday arrangements which we agree to make, provide, perform or arrange (as applicable). All references to booking, contract, holiday or arrangements mean such arrangements unless otherwise stated.
In these booking conditions, you and your means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires. We, us and our means Fox Private Travel Ltd. Where we act as agent in making your booking, all references to we, us and our are to Fox Private Travel Ltd acting in the capacity of agent except where the booking is for a package of which we are the organiser in accordance with the 2018 Regulations (see below). References to departure are to the start date of the arrangements we have contracted to provide (as principal) or arrange (as agent).
Please Note: Our obligations to you will vary depending on whether we are the organiser of a package for the purposes of The Package Travel and Linked Travel Arrangements Regulations 2018 (2018 Regulations) or act as an agent in the arrangement of a single service. Our differing obligations are set out below in four separate sections:
Section A sets out the terms which apply to all bookings.
Section B sets out the terms which apply when you make a booking of a package with us where we act as the organiser.
Section C sets out the terms which apply where we act as an agent in the arrangement of a single service booking (other than flight only – see section D).
Section D sets out the terms which apply to flight only or flight inclusive bookings where we act as agent for an ATOL holder.
In the event of any conflict or difference between section A and sections B, C or D, the relevant provision(s) of section B, C or D will apply depending on the arrangements booked.
Where the context requires or permits, any reference to an EU regulation in these booking conditions means the UK legislation which replaces (or has replaced) that EU regulation and/or any EU regulation which continues to have effect in the UK as a result of being incorporated into UK law (referred to as retained EU law). Changes to retained EU law are likely to be made over time.
SECTION A – ALL BOOKINGS
1. Making your booking
To make a booking, the first named person on the booking (party leader) must complete and submit a booking request. The party leader must be at least 18 when the booking is made and is responsible for making all payments due to us. This individual must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By making the booking request, the party leader confirms that he or she is so authorised.
It is a condition of our accepting your booking that all persons travelling are covered by appropriate and adequate personal travel insurance which should be in effect when you make the booking. See clause 5 on the subject of insurance.
Subject to the availability of your chosen arrangements, we will confirm your booking by issuing a confirmation invoice. This invoice will be sent to the party leader. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies (for which we are responsible) in any document within 10 days of our sending it out. We will do our best to rectify any mistake notified to us outside this time limit but you must meet any costs involved in our doing so.
If you wish or need to, you may contact us by e-mail for any of the reasons mentioned in these booking conditions (for example, to request an amendment) providing you do so to kate@foxprivatetravel.com.
2. Payment
In order to confirm your chosen holiday, the applicable deposit (or full payment if booking within 10 weeks of departure) must be paid at the time of booking. The deposit due will be confirmed to you at the time of booking.
The balance of the holiday cost must be received by us not less than 10 weeks prior to departure. This date will be shown on your confirmation invoice. Reminders are not sent. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the applicable cancellation charges depending on the date we reasonably treat your booking as cancelled.
3. Your contract
Where we act as organiser of a package, a binding contract between us comes into existence when we issue our confirmation to the party leader (see section B).
Where we act as agent, a binding contract between you and the relevant supplier or ATOL holder (as applicable) comes into existence when we dispatch your booking confirmation to the party leader on behalf of the supplier or ATOL holder (see section C or D).
Where we are the organiser of your travel arrangements or otherwise enter into a contract with you, we both agree that English law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (claim) except as set out below.
For the above arrangements, we both also agree that any claim (and whether or not involving any personal injury) must be dealt with by the courts of England and Wales only unless, in the case of court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
4. Special requests and medical conditions / disabilities / reduced mobility
If you have any special request, you should advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request which is not a specifically confirmed term of the contract will not be a breach of contract. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be complied with (where it is possible to give this) if it is important to you. Any special request which we have accepted as a term of the contract will be specifically confirmed as accepted on your confirmation invoice.
Our holidays may not be suitable for persons with certain disabilities, medical conditions or significantly reduced mobility.
Before you make your booking, please do let us know if you suffer from any medical condition, disability, significant reduction in mobility or significant allergy which may affect your holiday (including any which affect the booking process) or have any special requirements as a result. We will assist you in considering the suitability of the arrangements and/or making the booking. We will need to notify suppliers to ensure that they can meet your needs. You must inform us if there is a material change in your condition, disability, mobility or allergy or if one develops after your booking has been confirmed. If we or our suppliers are unable to properly accommodate the needs of the person(s) concerned, we will unfortunately not be able to confirm your booking or if we did not know at the time of booking and cannot assist you, we must reserve the right to cancel your booking. Cancellation charges may then apply.
We will advise suppliers of any allergy information you provide us with. However, you must take appropriate precautions to protect yourself whilst on holiday. Without limitation, it is your responsibility to ensure that any food you are intending to consume does not include anything to which you are allergic at the time you order or purchase this.
5. Insurance
It is a condition of our accepting your booking that all members of your party are covered by appropriate travel insurance. This insurance must include cover for (i) cancellation or curtailment of your holiday as a result of circumstances outside your control (including accident or illness and inability to travel for other reasons), (ii) personal accident, (iii) personal liability, (iv) medical expenses and repatriation in the event of medical need, (v) cover for costs and liability arising from any specific activity you intend to participate in. Please note, it is your sole responsibility to ensure that the travel insurance purchased is suitable for your particular needs, including without limitation, in respect of any pre-existing medical condition (which must be disclosed to the insurer prior to purchasing the policy).
Please read your policy details carefully and take them with you on holiday. You must give details in writing of your policy (insurer and policy number) if requested to do so.
Please be aware that any advice against non-essential travel issued by the UK Foreign, Commonwealth and Development Office (or equivalent authorities outside the UK for citizens of those countries) may have an impact on your travel insurance. You must check the policy terms prior to purchasing your insurance.
6. Passports, visas and health requirements
It is your responsibility to meet all applicable entry and other requirements of your destination country(ies) as well as those applicable on your return home. You must ensure that all your travel documents (physical and electronic), including your passport, visas / visa waivers and evidence of compliance with any health related obligation(s), are in order, meet all applicable requirements and are valid for travel. All costs incurred in meeting all requirements applicable to your travel arrangements must be paid by you. If you attempt to travel without fully complying with all requirements, you are likely to be refused boarding on your flight or other transport or entry into your destination country. We cannot accept any liability and cancellation charges will apply if you are refused entry onto any transport or into any country, or decide not to travel, due to failure (or inability) on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements.
You must check entry and other official requirements for all countries to or through which you are travelling as well as any requirements applicable on your return to your home country, at the time of booking and in good time before, and close to, departure. Requirements may change and travel restrictions may be imposed (which could be at very short notice prior to departure). You must also keep up to date with this information while you are away.
A British passport usually takes approximately 3 weeks to obtain but may take longer. If any member of your party (who is a British citizen) is 16 or over and hasn't got or previously held a British passport, more time needs to be allowed as the UK Passport Service has to confirm your identity before issuing your first passport. If any person on the booking is not a British citizen or holds a non-British passport, you must check the applicable passport and visa requirements with the embassy or consulate of the country(ies) to or through which you are intending to travel. Please ensure you check the latest position on applying for or renewing a passport at the earliest opportunity.
During the last quarter of 2026, it is expected that the European Travel Information and Authorisation System (ETIAS) will become effective. In order to travel to or within the Schengen Zone (which is currently 25 EU member states) after ETIAS becomes effective, all non-EU passport holders will require an electronic travel authorisation unless you need a visa. An ETIAS travel authorisation is a visa waiver and, once granted, is valid for 3 years or until your passport expires. It can only be applied for online and a fee will be payable unless an exemption applies. An ETIAS travel authorisation will be required regardless of the length of your visit. If you are unable to travel because you have not obtained an ETIAS travel authorisation, cancellation charges will apply. For more information, see https://etias.com
All passengers flying to or via the USA must have an electronic passport. Airlines are required to collect specific information from passengers prior to departure of the flight from the UK. Other destinations may also require this information. All visitors to the USA will need either an Electronic System for Travel Authorisation (ESTA) visa waiver or a visa to enter or transit the USA. For full details of travel to the USA, please check https://uk.usembassy.gov
Details of any compulsory health requirements applicable to your chosen arrangements will be provided at the time of booking where applicable . Please note, where you are booking well in advance of departure or at a time when requirements are changing, we may not be in a position to provide you with the relevant information at the time of booking. It is your responsibility to ensure you obtain details of and obtain / comply with all recommended and required vaccinations, health precautions and other health related measures in good time before departure. Details are available from your GP surgery, local travel clinic and the National Travel Health Network and Centre https://travelhealthpro.org.uk Vaccination and other health requirements/recommendations are subject to change at any time for any destination, including at short or no notice. Please therefore check with a doctor or clinic or other reliable source of information not less than 6 weeks prior to departure and also closer to departure to ensure that you are aware of and can meet the necessary requirements and have the latest information.
Existing issued EHICs (European Health Insurance Cards) remain valid until they expire even though the UK has left the EU. When your EHIC expires, or if you have not had an EHIC, you can apply for a UK GHIC (Global Health Insurance Card) providing you are eligible for one. A UK GHIC provides the same cover as a UK EHIC. UK EHICs and GHICs are free to apply for. However, both UK EHICs and UK GHICs provide only limited access to healthcare whilst you are outside the UK which also varies from country to country. They provide no cover in the event that you require medical repatriation to the UK. Neither a UK EHIC nor a UK GHIC offer comparable protection to travel insurance and are not a substitute for travel insurance. Accordingly, you must purchase appropriate travel insurance in addition to having a UK EHIC or UK GHIC. For more information, visit https://www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-uk-global-health-insurance-card-ghic/
In the event that you have not obtained any compulsory vaccination before departure, you may be unable to board your flight or enter your destination country(ies) and may encounter other difficulties. You will not be entitled to cancel (without payment of cancellation charges) or receive any refund and we will not have any responsibility for any costs or expenses you suffer as a result in any such situation.
It is the responsibility of the person who makes the booking to ensure that all persons travelling are in possession of all necessary travel and health documents before departure. If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred by us, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply.
7. Foreign Office Advice
The UK Foreign, Commonwealth and Development Office publishes regularly updated travel information which is relevant to your holiday on its website www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk which you are strongly recommended to consult before booking as well as close to and in good time before departure. Up to date UK border control measures are available at www.gov.uk/uk-border-control
8. Unavoidable and Extraordinary Circumstances
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by, or you otherwise suffer any damage, loss or expense of any nature as a result of, unavoidable and extraordinary circumstances. In these booking conditions, unavoidable and extraordinary circumstances means a situation which is beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural disaster, adverse weather conditions, fire, flood, an outbreak of serious illness at your holiday destination, an epidemic or pandemic, closure, restriction or congestion of airports, other transport hubs or airspace, flight restrictions imposed by any regulatory authority or other third party and volcanic activity.
9. Behaviour and damage
When you book with us in any capacity, you accept responsibility for any damage or loss you cause. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us (as applicable) as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we or the supplier concerned are entitled, without prior notice, to terminate the arrangements of the person(s) concerned. In this situation, the person(s) concerned will be required to cease all use of the contracted services including leaving any accommodation. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and no expenses, costs or loss incurred as a result of the termination will be met.
10. Excursions, activities and general area information
We may provide you with information (before departure and/or while you are away) about activities and excursions which are available in the area you are visiting. We have no involvement in any such activities or excursions which are not operated, supervised, controlled or endorsed in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury.
We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities or excursions referred to in our brochure, on our website and/or in our other advertising material which are not part of our contract are vital to the enjoyment of your holiday, write to us and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such activities or excursions which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.
11. Flights
In accordance with EU Directive (EC) No 2111/2005 as incorporated into UK law and amended, we are required to bring to your attention the existence of a UK Air Safety List that contains details of air carriers who are subject to an operating ban in the UK. The Air Safety List (which is updated from time to time) can be found on the UK CAA’s website www.caa.co.uk
We will advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible.
If the carrier with whom you have a confirmed reservation becomes subject to a UK operating ban and we / the carrier are unable to offer you a suitable alternative, this will be treated as a change or cancellation by us or the supplier (as applicable). We are not always in a position at the time of booking to confirm the flight timings that will be used in connection with your flight. The flight timings shown in our brochure, on our website and/or detailed on your confirmation are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.
Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets usually approximately 2 weeks before departure. You must check your tickets very carefully immediately on receipt to ensure you have the correct flight times and other up to date travel information. It is possible that flight times may be changed even after tickets have been despatched. We will contact you as soon as possible if this occurs.
Any change in the identity of the carrier, flight timings and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.
12. Delay and Denied Boarding Regulations
In the event of any flight delay or cancellation at your UK or overseas point of departure, the airline is responsible for providing such assistance as is legally required by the UK Denied Boarding Regulations (see below). The ferry, tunnel or rail operator is similarly responsible in relation to any delayed or cancelled sea crossing or international rail departure. Except where otherwise stated in our brochure or on our website, we regret we cannot provide any assistance in such circumstances other than information and advice to the extent we are in a position to do so.
Where we act as organiser of a package, we cannot accept liability for any delay which is due to any of the reasons set out in section B clause 5(2) of these booking conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements.
If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances (including the airport of departure and/or return of the flight and whether you are flying with a UK or EU airline), the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under Regulation EC 261/2004 (as amended by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment)(EU Exit) Regulations 2019 (UK Denied Boarding Regulations)). You must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation and/or any other payment due to you where applicable. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the UK Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the UK Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the UK Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with its obligations under the UK Denied Boarding Regulations, where applicable, you may use the CAA Passenger Advice and Complaints Service. See www.caa.co.uk/passengers/resolving-travel-problems for further details.
13. Brochure / website / advertising material accuracy
The information contained in our brochure, on our website and/or in our other advertising material is believed to be correct to the best of our knowledge at the time of printing or publication. Whilst every effort is made to ensure the accuracy of the website, brochures, quotations and prices at the time of publication/printing or when they are given to you, regrettably errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.
14. Safety standards
Please note, it is the requirements and standards of the country in which any services which make up your chosen arrangements are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and will sometimes be lower.
SECTION B – BOOKINGS OF A PACKAGE WHERE WE ACT AS ORGANISER
This section only applies where we act as the organiser of a package. Please read this section in conjunction with section A of these booking conditions. Where your package booking includes a flight, section D Flight Only and Flight Inclusive Bookings will also apply. In the event of any conflict between this section B and section D in relation to a flight inclusive package booking, the relevant term(s) of section B will apply.
The 2018 Regulations will apply to your contract. For more information on your rights under these regulations, please see the link: https://www.legislation.gov.uk/uksi/2018/634/contents
1. Pricing and surcharges
Please note: changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.
We reserve the right to increase or decrease, and correct errors in, advertised prices at any time before your arrangements are confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.
Once the price of your chosen arrangements has been confirmed at the time of booking, we will only increase or decrease it in the following circumstances. Price increases after booking will be passed on by way of a surcharge. A surcharge will be payable, subject to the conditions set out in this clause, if our costs increase as a direct consequence of a change in (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources or (ii) the level of taxes or fees on the travel services included in the contract imposed by third parties not directly involved in the performance of the package including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or (iii) the exchange rates relevant to the package.
You will also be entitled to a price reduction where there is a decrease in our costs as a result of a decrease in any of the costs referred to in the above paragraph which occurs between confirmation of your booking and departure.
If any surcharge is greater than 8% of the total holiday cost, Section B clause 4 will apply on the basis the surcharge is a significant change. You will be notified of any price increase or reduction applied in accordance with this clause together with the justification for and calculation of this not less than 20 days before departure. Where a reduction is applicable, we are entitled to deduct our administrative expenses from any refund. Any surcharge must be paid with the balance of the holiday cost or within 14 days of the issue date printed on the invoice, whichever is the later.
Please note that arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place.
2. Changes by you
Should you wish to make any changes to your confirmed holiday, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such request. Where we can, an amendment fee of £100 per person will be payable together with any costs or charges incurred or imposed by any of our suppliers as a result. A change of travel dates will normally be treated as a cancellation of the original booking and rebooking in which case cancellation charges will apply. Changes may result in the recalculation of the price of the arrangements where, for example, the basis on which the price of the original holiday was calculated has changed.
You may transfer your booking or your place on the booking to someone else (introduced by you) without payment of our cancellation charges providing the request for the transfer is made in writing not less than 7 days before departure. The person(s) to whom you wish to make the transfer must also satisfy all conditions which form part of your contract with us. Requests for transfer must be accompanied by the name and other applicable details of the replacement person(s). Where a transfer to a person of your choice can be made, all costs and charges incurred or imposed by any of our suppliers, together with an amendment fee of £100 per person concerned, must be paid before the transfer can be made.
As certain arrangements (such as flights) cannot be changed after a booking has been made, name changes, other alterations and cancellation affecting these services are likely to incur a 100% cancellation charge and the applicable cost of rebooking the service. The rebooking will also be subject to flight availability and to the payment of the full cost of the flight / other service concerned.
3. Cancellation by you
You may cancel your confirmed booking at any time before departure. You may also transfer your booking as referred to in section B clause 2. If you want or need to cancel your booking after we have confirmed it, you must do so by e-mail to kate@foxprivatetravel.com or by posting or hand delivering written notice of cancellation to us. Your notice of cancellation will only be effective when it is received in writing by us at our offices. The cancellation charges shown below which are based on your original departure date will be payable except where we advise you in writing at the time of booking that different cancellation charges are applicable. In calculating these cancellation charges, account has been taken of possible cost savings and the generation of income from other bookings which may be able to utilise cancelled services to the extent this is likely to be achievable. Cancellation charges are calculated on the basis of the total cost payable by the person(s) cancelling, excluding insurance premiums and any amendment charges (which are not refundable in the event of cancellation).
Period before departure within which written notification of cancellation is received by us vs. Cancellation charge per person cancelling:
More than 71 days --- Loss of deposit
71 to 60 days --- 60% of total booking cost or deposit paid if higher
60 days or less --- 100% of total booking cost
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) from your travel insurer. Claims must be made directly to the insurance company concerned after you have paid the applicable cancellation charge.
We will not make any refunds in respect of any unused element of your arrangements, including but not limited to, accommodation, flights or transfers.
4. Changes and cancellation by us
(1) Changes to confirmed bookings sometimes have to be made and we reserve the right to do so in accordance with this section B clause 4. Most changes will be insignificant and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes. Occasionally, before departure, we may be constrained by circumstances beyond our control to make a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted as referred to in section A clause 4. Where we have to do so, section B clauses 4(3) and 4(4) will apply.
(2) All alterations which are not significant in accordance with section B clause 4(1) will be treated as insignificant changes. Carriers such as airlines may be subject to change. Any such change will not be significant. A change of flight time of less than 12 hours, airline, departure airport between airports in the same geographical location, type of aircraft (if advised), destination airport or accommodation to another of a similar standard and with similar facilities will also all be treated as insignificant changes. In booking one of our trips you are taken to have agreed that the confirmed itinerary is not contractually binding and that whilst we will endeavour to provide this, changes may be made.
(3) In the event we have to significantly alter any of the main characteristics of your confirmed arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: (i) the proposed alteration and any impact this has on the price; (ii) in the event that you do not wish to accept the alteration, details of any alternative holiday arrangements we are able to offer (including the applicable price); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any alternative arrangements offered; and (iv) the period within which you must inform us of your decision and what will happen if you do not do so.
(4) If you choose to cancel your booking in accordance with section B clause 4(3), we will refund all payments you have made to us within 14 days of the date the cancellation takes effect and terminates your contract (which is usually the date we send you a cancellation invoice following receipt of your written cancellation notification). If we do not hear from you with your decision within the specified period (having provided you with the above mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of the effective date of cancellation (see above). No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances (see section A clause 8).
(5) Occasionally, it may be necessary to cancel a confirmed booking. We have the right to terminate your contract in the event we are prevented from performing your contracted arrangements as a result of unavoidable and extraordinary circumstances (see section A clause 8) and we notify you of this as soon as reasonably possible. Where we have to cancel your booking in these circumstances, we will refund all monies you have paid to us within 14 days of the effective date of cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred as a result. We will of course endeavour to offer you alternative holiday arrangements where possible which you may choose to book (at the applicable price) in place of those cancelled. We also have the right to cancel if you fail to make payment in accordance with the terms of your contract in which case section B clause 3 will apply.
(6) Please note, a full refund entitlement only arises where we are prevented from performing your contracted holiday arrangements as a result of unavoidable and extraordinary circumstances in accordance with section A clause 8 and we exercise our right to cancel as a result. Without limitation, you will not be entitled to a full refund and cancellation charges are likely to apply where such circumstances affect your ability to travel rather than our ability to perform or provide the contracted arrangements. The issue of advice or recommendations against travel by public authorities (such as the UK Foreign, Commonwealth and Development Office) does not automatically mean we are prevented from performing your arrangements but may instead affect your ability to travel.
(7) In the event that unavoidable and extraordinary circumstances (see section A clause 8) occur in the place of destination of your holiday or its immediate vicinity and significantly affect the performance of the contracted arrangements or the carriage of passengers to that destination, you will be entitled to cancel prior to departure without payment of cancellation charges and receive a full refund of all monies you have paid to us (except for any previously incurred amendment or cancellation charges). Where applicable, you must notify us of your wish to cancel for this reason in writing. Providing we are in agreement that you are entitled to do so in accordance with this clause, we will send you a cancellation invoice to confirm the cancellation. Any refund then due will be paid in accordance with section B clause 4(4) above. We will notify you as soon as practicable should this situation occur. You will not be entitled to any compensation.
5. Our Liability to you
(1) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury, or your contracted arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(2) We will not be responsible for any injury, illness, death, loss (for example, loss of enjoyment or loss of possessions), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from any of the following:
the act(s) and/or omission(s) of the person(s) affected; or
the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or
unavoidable and extraordinary circumstances as defined in section A clause 8 above.
(3) We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us in our brochure or on our website and we have not agreed to arrange them as part of our contract and any excursion or activities you purchase during your holiday. Please also see section A clause 10 Excursions, activities and general area information. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract, and the applicable local standards of the country in which your claim occurred, will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which give rise to the claim were provided in compliance with the applicable local standards, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the standards of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim concerns the absence of a safety feature which would lead a reasonable holidaymaker to refuse to take the travel arrangements in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in section B clause 5(1). We do not make any representation or commitment that all services will comply with applicable local standards and failure to comply does not automatically mean we have not exercised reasonable skill and care.
(5) Except as set out in section B clause 5(6) or as otherwise permitted by English law, we do not limit the amount of damages you are entitled to claim in respect of personal injury or death which we or our employees have caused intentionally or negligently. For all other claims, if we are found liable to you on any basis, the maximum amount we will have to pay you is three times the total cost of the arrangements in question (excluding any insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total, unless a lower limitation applies to your claim under section B clause 5(6). This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
(6) Where any claim concerns or is based on any travel arrangements (including without limitation, the process of getting on and/or off the transport concerned) provided by any air, sea or rail carrier to which any international convention or EU regulation applies where we have arranged that travel as part of our contract, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which damages / compensation will be payable) will be limited as if we were the carrier in question as referred to in this clause. The most we will have to pay you for that claim if we are found liable to you on any basis is the most the carrier concerned would have to pay you under the applicable international convention(s) or EU regulation(s).
Such conventions and regulations include the Warsaw Convention as amended or unamended, the Montreal Convention for the Unification of Certain Rules for International Carriage by Air 1999 and for airlines with an operating licence granted by an EU country, Regulation (EC) No 889/2002 on air carrier liability in the event of accidents, the Athens Convention relating to the carriage of passengers and their luggage by sea 1974 (as amended by the 2002 protocol), Regulation (EC) No 392/2009 on the liability of carriers of passengers by sea in the event of accidents, the Convention on Limitation of Liability for Maritime Claims as amended by the 1996 protocol, the Convention of 1980 concerning International Travel by Rail (COTIF) as amended and Regulation (EC) No 1371/2007 on rail passengers’ rights and obligations. You may also have rights under regulation (EU) no 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway or Regulation (EC) no 1371/2007 on rail passengers’ rights and obligations.
Where a carrier would not be obliged to make any payment to you under the applicable international convention or EU regulation (including where any claim is not notified and issued in accordance with the stipulated time limits), we, similarly, are not obliged to make a payment to you for that claim. When making any payment, we will deduct any money which you have received or are entitled to receive from the carrier for the claim in question. Copies of the applicable international conventions and EU regulations are available from us on request. Please note that strict time limits apply for notifying loss, damage or delay of luggage to the airline or ferry / cruise operator. Any proceedings in respect of any claim (including one for personal injury or death) must be brought within 2 years of the date stipulated in the applicable convention or EU regulation.
(7) We cannot accept any liability for any damage, loss, expense or other sum(s) of any nature or description which (a) on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (b) did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers or (c) relates to any business (including without limitation, loss of self-employed earnings).
6. Assistance whilst you are away
In the event you end up in difficulty (of any sort) while you are away, we will provide you with appropriate assistance as soon as reasonably possible including by the provision of appropriate information on health services, local authorities and consular assistance and by assisting you to make distance communications and to find alternative travel arrangements as may be applicable. Where you are in difficulty as a result of your negligence, we may charge you a reasonable fee for this assistance which will not exceed the costs we actually incur.
7. Conditions of suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable international conventions or EU regulations (see section B clause 5(6)). Copies of the relevant parts of these terms and conditions and of the international conventions / EU regulations are available on request from ourselves or the supplier concerned.
8. Complaints and claims procedure
In the unlikely event you have any reason to complain or may have a basis for making a claim in respect of any aspect of your holiday arrangements, you must immediately inform our local representative or agent (if we have one) and the supplier of the service(s) in question. The issue can then be promptly investigated and, where appropriate, steps taken to resolve the situation. Any verbal notification must be put in writing and given to our representative / agent and the supplier as soon as possible. If we do not have or you cannot contact our local representative or agent and/or the situation is not resolved to your satisfaction within a reasonable time, you must contact us in the UK as soon as possible. You will be provided with contact details to enable you to do so before you go away. Until we know about a complaint or problem, we cannot begin to resolve it. Most issues can be dealt with quickly.
In the event a complaint or problem is not resolved to your satisfaction locally and you wish to pursue the matter, you should contact us in writing with full details within 28 days of your return from the holiday.
If you fail to follow the simple procedure set out in this clause, we are unlikely to be in a position to properly investigate your complaint or claim and may have been deprived of the opportunity to remedy it during your holiday. Subject to section B clause 5(5), your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
9. Financial protection
All arrangements we sell which constitute a package in accordance with the 2018 Regulations will be financially protected in accordance with these Regulations. This means that if the arrangements include a flight, they will be financially protected by the Air Travel Organiser’s Licence (ATOL No. 3707) of Hemisphere Travel Group Limited with whom you will have a contract and for whom we act as agent.
If the arrangements you book constitute a package which does not include a flight, those arrangements will be financially protected by our membership of the Travel Trust Association (membership no. TTA Q3174). This protection works by the operation of a trust account into which all payments for a TTA protected booking are made. The trust account is controlled by an independent trustee. In addition, insurance is maintained by the TTA against the risk of fraud or dishonesty by us or the trustee resulting in suppliers not being paid up to £11,000 per booking.
The above arrangements mean that, depending on the timing, the payments you make to us for a booking which constitutes a package will be refunded or, if you are already away and the package arrangements include a flight, you will be repatriated, in the event that the party with whom you have a contract becomes insolvent. To make a claim in respect of an ATOL protected booking, visit www.atol.org/claims/I-want-to-make-a -claim/ or, if already abroad when your organiser fails, call +44 (0)333 103 6350. To make a claim in respect of a booking which is protected by the TTA, call 01483 545780 or email enquiries@traveltrust.co.uk
SECTION C – SINGLE SERVICE BOOKINGS (OTHER THAN FLIGHTS)
This section only applies when you make a booking of a single service / service type (other than flights which are dealt with in section D). For such arrangements, we act as agent on behalf of the supplier. You will not have a contract with us for such arrangements and instead your contract will be between you and the relevant supplier who will be the principal to your contract. For the avoidance of doubt, all references to supplier in this section C mean the principal or service provider providing the single service.
Please read this section in conjunction with section A of these booking conditions.
1. General
The supplier’s own terms and conditions will apply to your contract in addition to these booking conditions. In the event there is any conflict between any provision of these booking conditions and the supplier’s terms and conditions, the relevant provision of the supplier’s terms will take precedence. A copy of the supplier’s terms will be made available at the time of booking or earlier on request where we have received these.
2. Pricing
Please note: changes and errors occasionally occur. You must check the price of your chosen service at the time of booking.
On behalf of the supplier, we reserve the right to make changes to and correct errors in advertised prices at any time before your arrangements are confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.
Except where otherwise advised or stated in the supplier’s terms, all monies you pay to us for arrangements are held on behalf of the supplier concerned until paid to the supplier.
3. Changes or cancellation by you
If you need to cancel or amend a confirmed booking, it is likely that the supplier will apply cancellation/amendment charges. Please check the supplier’s terms to confirm their policy in relation to changes and cancellation by you.
4. Changes or cancellation by the supplier
Most suppliers reserve the right to cancel or make changes to your booking usually where necessary for reasons outside their control. Most changes will be insignificant, such as a facility in the booked accommodation being unavailable. Please check the supplier’s terms to confirm their policy in relation to changes and cancellation by them.
We will inform you of any changes or cancellation of which we are notified as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know whether you agree to accept the offer within the time frame stipulated by the supplier. If you fail to respond within that time frame, the supplier is entitled to assume you wish to receive a refund.
We have no liability for any cancellation or alteration of the booking by the supplier and accordingly no responsibility for any costs, expenses or losses you incur as a result such as, for example, the cost of any flights or other arrangements you have made separately.
5. Our liability to you
(1) We act only as agent for the supplier. We do not act in any other capacity and do not enter into any contract with you in respect of the arrangements, which will at all times be with the supplier. As agent, our responsibilities are limited to the provision of information in respect of properties or other arrangements which may be suitable for your requirements, facilitating your booking where requested to do so and otherwise communicating between you and the supplier in respect of your booking. The information we provide is obtained from the supplier or their representatives and is passed on in good faith.
(2) We do not have any liability in any capacity (whether as agent for the supplier or otherwise) in respect of the performance of your contract by the supplier. This includes the acts and/or omissions of the supplier, their employees, agents and other third parties who provide any services in respect of or in connection with the contracted arrangements. Further, we cannot accept any liability for any shortcomings or defects connected with such arrangements as they are within the sole control of the supplier concerned.
(3) Our maximum liability to you if we are found to be at fault for any reason in relation to any service we provide (as opposed to any service provided by the supplier or any third party used by them for whom we are not responsible) is limited to the commission we have earned or are due to earn in relation to the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.
(4) The supplier may exclude or limit their liability to you in respect of any breach of contract, negligence or other fault on their part (including without limitation, in respect of the acts and/or omissions of the supplier or their employees, agents and other third parties who provide any services in respect of or in connection with the booking) which may otherwise give rise to an entitlement on your part to claim damages. Any such exclusion or limitation will usually be found in the supplier’s terms which we will make available to you at, or prior to, the time of booking. Please bear in mind that any such exclusion or limitation will be subject to the laws of the country which apply to your contract with the supplier which will generally not be English law. Unless otherwise stated in the supplier’s own terms, their obligations will usually be to use reasonable skill and care in the supply and provision of the services or other arrangements.
6. Complaints procedure
In the unlikely event you have any reason to complain or may have a basis for making a claim in respect of your booking, you must immediately inform the supplier of the service in question. The issue can then be promptly investigated and, where appropriate, steps taken to resolve the situation. If you fail to notify the supplier as soon as possible, there will be less opportunity to investigate and resolve the complaint and your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
In the event a complaint or problem is not resolved to your satisfaction locally and you wish to pursue the matter, you should contact the supplier in writing with full details within 28 days of your return from the holiday. We can assist you with this if required; please email kate@foxprivatetravel.com
Section D – FLIGHT ONLY and FLIGHT INCLUSIVE BOOKINGS
This section applies to flight only or flight inclusive bookings where we act as agent for an ATOL holder. In this case and subject to our obligations as the organiser under the 2018 Regulations, Fox Private Travel Ltd will be the agent and the relevant service provider named as ATOL holder on the ATOL certificate will be the principal. This will usually be Hemisphere Travel Group Ltd (ATOL No. T7550) where your arrangements have been tailor-made by us. We will confirm this when you book and it will be specified on your booking confirmation.
You will not have a contract with us for flight only or flight inclusive arrangements. Instead your contract will be between you and the ATOL holder. For the avoidance of doubt, all references to supplier in this section mean (or also mean) the ATOL holder. However, where we are the organiser of a package, we will be responsible for the proper performance of the organiser’s responsibilities under the 2018 Regulations.
Please read this section in conjunction with section A of these booking conditions.
1. General
The supplier’s own terms and conditions will apply in addition to these booking conditions and you will be bound by these. In the event there is any conflict between any provision of this section D and the supplier’s terms and conditions, the relevant provision of the supplier’s terms will take precedence. A copy of the supplier’s terms will be made available at the time of booking or earlier on request where we have received these. In the event of any conflict between any provision of this section D and any provision of section B in relation to a flight inclusive booking of which we are the organiser in accordance with the 2018 Regulations, the relevant provision of section B will apply.
2. Pricing
Please note: changes and errors occasionally occur. You must check the price of your chosen service at the time of booking.
On behalf of the supplier, we reserve the right to make changes to and correct errors in advertised prices at any time before your arrangements are confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.
Except where otherwise advised or stated in the supplier’s terms, all monies you pay to us for arrangements are held on behalf of the supplier concerned until paid to the supplier.
When you make your booking, we will tell you about the taxes and optional fees and charges (if any), which will apply to your fare at the time of booking. Taxes change from time to time and may be imposed or changed after the date on which the booking confirmation is issued to you. You will have to pay us any increases in such taxes, and similarly, if any taxes you have paid to us are reduced or abolished, you will be entitled to claim a refund. Certain departure taxes or airport levies may not be shown on your booking confirmation and may be levied at certain international airports. You should ensure you have adequate funds for these taxes which are payable locally.
3. Changes or cancellation by you
If you need to cancel or amend a confirmed booking, it is likely that the supplier will apply cancellation/amendment charges. For most flight only or flight inclusive bookings, cancellation and changes in respect of the flight are subject to 100% cancellation charges from the time of booking or once tickets have been issued (as applicable). In the event that you cancel or do not use a return flight, the supplier will not ordinarily give any refund. Neither we nor the supplier are responsible for any additional costs incurred should you decide to return earlier or later than planned.
Please check the supplier’s terms to confirm their policy and charges in relation to changes and cancellation by you.
4. Changes or cancellation by the supplier
From time to time, suppliers change flight details or cancel flights. We will inform you of any changes or cancellation of which we are notified as soon as reasonably possible. Most changes will be insignificant, such as a minor change in flight time. If a change is significant and you do not wish to accept it or if the flight has been cancelled, you will ordinarily be entitled to cancel with a full refund. Please check the supplier’s conditions of carriage for full details of their policy in this regard.
If flight times change, the supplier will ordinarily send a revised confirmation itinerary to us which we will pass on to you as soon as we receive it. It is your responsibility to check all flight details at least 48 hours prior to departure.
If the supplier offers alternative arrangements in place of those originally booked or a refund, you will need to let us know which option you would like to take within the time frame we or the supplier stipulate. If you fail to respond within the applicable time frame, the supplier is entitled to assume you wish to receive a refund.
For flight only bookings, we have no liability for any cancellation or alteration of the booking by the supplier and accordingly no responsibility for any costs, expenses or losses you incur as a result such as, for example, the cost of any other arrangements you have made in connection with your booking.
5. Liability
(1) For flight only bookings, we act only as agent for the supplier. We do not act in any other capacity and do not enter into any contract with you in respect of the arrangements, which will at all times be with the supplier. As agent, our responsibilities are limited to the provision of information in respect of the flight arrangements, facilitating your booking where requested to do so and otherwise communicating between you and the supplier in respect of your booking. The information we provide is obtained from the supplier or their representatives and is passed on in good faith.
(2) For flight only bookings, we do not have any liability in any capacity (whether as agent for the supplier or otherwise) in respect of the performance of your contract by the supplier. This includes the acts and/or omissions of the supplier, their employees, agents and other third parties who provide any services in respect of or in connection with the contracted arrangements. Further, we cannot accept any liability for any shortcomings or defects connected with such arrangements as they are within the sole control of the supplier concerned.
(3) For flight only bookings, our maximum liability to you if we are found to be at fault for any reason in relation to any service we provide (as opposed to any service provided by the supplier or any third party used by them for whom we are not responsible) is limited to the commission we have earned or are due to earn in relation to the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.
(4) The supplier may exclude or limit their liability to you in respect of any breach of contract, negligence or other fault on their part (including without limitation, in respect of the acts and/or omissions of the supplier or their employees, agents and other third parties who provide any services in respect of or in connection with the booking) which may otherwise give rise to an entitlement on your part to claim damages. Any such exclusion or limitation will usually be found in the supplier’s terms which we will make available to you at, or prior to, the time of booking. Please bear in mind that any such exclusion or limitation will be subject to the laws of the country which apply to your contract with the supplier. Unless otherwise stated in the supplier’s own terms, their obligations will usually be to use reasonable skill and care in the supply and provision of the services or other arrangements.
6. Your conduct
Most airlines reserve the right to refuse you carriage at any stage of the journey if they, or any person in authority, believe your behaviour, howsoever caused, is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property or you upset, annoy, disturb or put any other traveller or the airline’s crew, staff or agents at any risk of danger.
If the captain of your flight or any crew, staff or agents believe that you are, or are likely to be, disruptive or a danger to the flight, other passengers or any member(s) of the crew, they may report the matter to the relevant police or other enforcement authority and take such measures as are considered necessary to prevent the continuation or repetition of such conduct including, but not limited to, refusal to allow you to board the aircraft, physical restraint, removal of you from the aircraft and/or refusal to carry you on flights in the future.
If you are disruptive or considered likely to be disruptive and are prevented from boarding your outbound flight in the UK, your booking (including your return flight if applicable) will ordinarily be treated as cancelled by you from that moment. You will then have to pay full cancellation charges (usually 100% of the full cost of the flight(s) concerned). If this occurs overseas, you will become responsible for your own return home and for any other members of your group who cannot or will not travel without you. If you are refused carriage on your outward flight, most airlines reserve the right to refuse carriage on your return flight.
If you are refused carriage because of your behaviour or you are under (or appear to be under) the influence of alcohol or drugs, most airlines will consider passing on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets.
If any of the circumstances in this clause occur, airlines will exclude liability for any refund or compensation or for any costs or expenses you incur and will have no further responsibility for your further / onward / return travel arrangements. They may also make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result of your behaviour including but not limited to the cost of (i) repairing or replacing any property lost, damaged or destroyed by you, (ii) compensating any passenger, crew member, staff or agent affected by your actions and (iii) diverting the aircraft for the purpose of removing you from the aircraft. Criminal proceedings may also be instigated.
7. Complaints procedure
In the unlikely event you have any reason to complain or may have a basis for making a claim in respect of your booking, you must immediately inform the supplier of the service in question. The issue can then be promptly investigated and, where appropriate, steps taken to resolve the situation. If you fail to notify the supplier as soon as possible, there will be less opportunity to investigate and resolve the complaint and your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.
In the event a complaint or problem is not resolved to your satisfaction locally and you wish to pursue the matter, you should contact the supplier in writing with full details within 28 days of your return from the holiday. We can assist you with this if required; please email kate@foxprivatetravel.com .