GENERAL BOOKING TERMS
These terms set out the basis on which we offer you ticket and travel packages to the British & Irish Lions Tour to Australia 2013 (“packages”). You need to accept these terms and the Ticket Terms and Conditions in order to complete the booking process.
We recommend that you read these terms carefully and print/keep a copy for your records. We would emphasise that you review our cancellation terms as your payment may not be refundable.
1. OUR COMPANY
1.1 You are making a booking with Lions Rugby Travel (a trading name of Mike Burton Travel Limited) whose address is at Carter Court, 8 Davy Way, Quedgeley, Gloucester, GL2 2DE. Our Company number is 02616655.
2. YOUR FINANCIAL PEACE OF MIND
2.1 We appreciate that you are spending a lot of money on your trip and want to reassure you that your travel package is financially protected by insurance and licensing with the Civil Aviation Authority and ABTA.
2.2 When you buy a package from us that includes a flight you will receive a Confirmation Letter (normally by email) from us confirming your arrangements and an ATOL Certificate outlining your financial protection. Your ATOL Certificate will summarise the services that are financially protected, what this means for you and who to contact if things go wrong.
2.3 If your flight originates in the United Kingdom (Great Britain and Northern Ireland) your package will be protected under our Air Travel Organiser’s Licence number 3030.
2.4 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 maybe re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information visit the CAA website at www.caa.co.uk
2.5 For flights originating from the UK the price of your holiday includes a charge of £2.50 (correct at time of publication) per person as part of the ATOL Protection Contribution (APC). This charge is included in our advertised prices.
2.6 We are a Member of ABTA, membership number V4759. Further details are available at www.abta.com
3.1 By placing an order through our site, you warrant (a legal promise to us) that you are at least 18 years old and that you live within the European Union or wider European Economic Area. If not then you may not request a booking from us, via our website or otherwise.
3.2 Your order is for the travel, and accommodation you have selected. We call this your “package” and will confirm these details to you in writing when your booking request is accepted.
3.3 Additional products and services which you book at a later date such as, insurance or excursions will not form part of your package and will be a separate contract with separate rights and obligations.
3.4 When you book on behalf of others you must make sure that you have shown these terms to them and obtain their agreement to comply with them. You are responsible for all those in your group including for their payment.
3.5 No one other than you (as lead booker) or us may enforce this contact and these terms do not create any right enforceable by any third party.
3.6 Booking one of our tours is subject to availability at the time of booking. In addition the content, duration and particulars of a tour may vary from the date of publication of a brochure or content on our site to when you booking is confirmed. You should check if the tour has changed prior to requesting your booking.
4. HOW TO MAKE YOUR BOOKING
4.1 You may make a booking request online via our website or by phone. After completing your booking request and paying the deposit you should receive an e-mail from us acknowledging that we have received your booking request. We will consider your booking request and confirm to you in writing if we accept it. Your contract with us is formed and is binding when we dispatch our booking Confirmation Letter to you. If you have not received this confirmation and believe you should have done please contact us at firstname.lastname@example.org.
4.2 It is your responsibility to check the travel package detailed in your Confirmation Letter is complete and accurate as this is what we will provide you. If it is not complete or accurate you must let us know within 5 working days of receipt. If you inform us after then any changes may be subject to an administration and/or cancellation charges.
4.3 Payment is required at the time your booking request is made which we hold until your request is confirmed. Please note that we do not accept this money from you until we issue you with a Confirmation Letter. If we do not accept your request we will not send you a Confirmation Letter and no contract will form. In which case we will return your payment to you.
4.4 We do not accept booking requests that are conditional on any special requests you have made.
4.5 If we have provided you with a quote for a travel package such a quote will be available for 5 working days unless we say otherwise. Acceptance of a quote is still subject to availability at the time of booking and the receipt of your Confirmation Letter.
5. USING YOUR PRIORITY ACCESS PASS
5.1 If you purchased a Priority Access Pass it may be redeemed against any of our products or services. To redeem your pass you must insert your redemption code into the website where required or quote it on the phone to us when booking. The value of your pass will be deducted from your package invoice.
5.2 If you have used your Priority Access Pass during your two week priority window you and your group will be entered into a draw to receive an invite to a question and answer session with the Head Coach appointed by the Lions. This question and answer session will take place at a time, date and location to be arranged prior to the start of the tour.
5.3 You will be responsible for your travel, subsistence and any other incidental costs you incur in attending. If you cannot attend the event or the event is cancelled there is no replacement or cash alternative and your invite is not transferable. No filming will be allowed at the event.
5.4 If the Lions Head Coach becomes unavailable or unwilling to take part in the question and answer event we reserve the right (at our complete discretion) to substitute the speaker, or to cancel or postpone the event. If we have to cancel or postpone the event we will try to give you as much notice as possible but will not be liable for the cost of any arrangements you have made which you no longer require.
6. PAYING FOR YOUR BOOKING
6.1 We reserve the right to alter the prices of any of the packages shown in our brochures or on our website. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed.
6.2 When you make your booking request for a package from us you must pay the total cost of your booking in full. There is no deposit payment because of the short amount of time until you depart.
6.3 Additional payments may be required for Flight Upgrades and other non-standard product or services you request from us. If required, we will write to you to confirm when and how you will have to pay an additional payment. These additional payments may become non-refundable in part or full if we have made commitments to suppliers for these services for which we are unable to receive a full refund or are charged a cancellation fee.
6.4 You may pay in Euros or Sterling. If you pay in Euros our website will convert the Sterling value into Euros at an exchange rate that we determine. You will be responsible for paying bank or foreign exchange charges.
6.5 If you choose to pay by credit card we will pass on part of the cost we are charged to you. This is currently 1.5% of the transaction. Unfortunately, this charge is never refundable. This cost is not included in our advertised prices.
6.6 If you use your HSBC credit card to pay for package we will not charge you the credit card processing fee. This waiver applies to the package transaction only and credit card processing fees will be charged on all subsequent payments and additional products and services you purchase from us.
6.7 If you do not make payments when due, we reserve the right to cancel your travel package without further notice.
6.8 Lead bookers are responsible and liable for payment for all persons within their groups.
7. HSBC PREMIER ACCOUNT HOLDERS
7.1 If you have purchased a package consisting of at least flights, accommodation, transfers and match tickets from us and you have identified yourself as a HSBC Premier Account holder during the booking process and you have used an HSBC credit or debit card to pay for your package, you and those travelling in your group will receive a free invitation to an eve of test match event to be held at a time and venue to be confirmed.
7.2 This will be an invitation to an eve of test match event that we are hosting and we will confirm to you which date your event will be on in your final itinerary. You will not be able to choose which event you would like to attend and if you are unable to attend the event we have confirmed to you there is no refund or cash alternative available and your invite will not be transferable.
8. HSBC ACCOUNT HOLDERS
8.1 If you have identified yourself as an HSBC account holder during the booking process or you have used an HSBC card to pay for your package you will be entered into a free draw to win a Lions related prize provided by HSBC.
8.2 HSBC is the promoter of this free prize draw and the full terms and conditions that apply can be found here:
8.3 Please note there is no additional charge for entry and there is no cash alternative.
9. INCREASED CHARGES
9.1 As you can imagine flight and airport duty, fees, taxes and fuel costs could increase significantly in the period leading up to the start of the tour. In addition the exchange rates we use could become less favourable. We have no control over these changes. As such the price of your tour may increase to reflect the increase in these costs.
9.2 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 and any amendment charges. In addition we will not increase the price within 30 days of your departure.
9.3 If any such price increase means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a transfer 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, except for any amendment charges already incurred.
9.4 Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your revised invoice.
10. WHAT IS NOT INCLUDED IN THE PRICE
10.1 Your Confirmation Letter (which is normally sent by email) will specify what is included in your price. The following are not included in any package price unless specified and you should budget for these accordingly: non UK or Ireland Visa applications, destination airport departure taxes, United States ESTA application fees, transport to and parking at your departure airport, insurance, excess baggage costs, inoculations, lunchtime and evening meals, snacks and beverages. This is not an exhaustive list – if it is not in your Confirmation Letter it is not included in your package.
11. SINGLE ROOM SUPPLEMENT
11.1 All our rates and charges are calculated on the basis of two people sharing a room. All bookings for single room occupancy or odd number group bookings will be subject to our single room supplement unless we agree otherwise in writing.
12.1 Subject to availability and the payment of the additional costs you may upgrade your flights.
12.2 We require payment in full for the upgraded flight element to be paid to reflect the increased cost. We will confirm all upgrades to you in writing.
12.3 First class flights upgrades must be paid for in full at the time of booking and the payment for this upgrade is non refundable.
12.4 Other flight upgrade payments can be non refundable depending on the airline. If you cancel a package that includes an upgraded flight we will add our non recoverable costs from the relevant airline to our cancellation charges set out in Clause 14.
13. AMENDING YOUR BOOKING
13.1 If, after you have received your Confirmation Letter, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes must be in writing from the person who made the booking. You will be asked to pay an administration charge of (£25) per person per change, and any further cost we incur or charge in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. You will not be able to transfer your booking to another person without our prior written consent.
13.2 The airlines and other suppliers may charge us for making your amendments and if they do we will pass these on to you. These charges are in addition to our administration charge and we will notify you of this charge prior to incurring it.
13.3 Amendments to event or excursion bookings or other additional elements not included in your package will be subject to the relevant terms.
13.4 Please note all communications to our suppliers must be through us and you agree not to contact them directly.
14. CANCELLING YOUR BOOKING
Cancellation By you:
14.1 You may cancel your package at any time prior to the start of your trip. Written notification from the person who made the booking on your behalf must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below as well as any other costs which we are committed to with our suppliers for your booking that are non refundable:
Days before departure Charge applicable
More than 57 days Loss of 50% of total booking cost
Between 56 and 43 days Loss of 60% of total booking cost
Between 42 and 29 days Loss of 70% of total booking cost
Between 28 and 15 days Loss of 80% of total booking cost
14 days or less Loss of 100% of total booking cost
14.2 If you have made a group booking and wish to cancel part of the package for a person or persons within your group but the remainder of the group still intends to travel the cancellation charges will apply as above but in relation to the pro rata total booking cost attributed to that person (s). If this change creates an odd number within your group then you will have to pay a single room supplement.
14.3 If you cancel your package after redemption of your Priority Access Pass the value of the pass will not be refunded and you will only receive the amounts set out above. This is because you will have received the benefit of the priority pass rights.
14.4 If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
14.5 When you opt for upgrades or other special arrangements we may commit money on your behalf with the end supplier. Often the end supplier will require us to pay a non-refundable deposit and balance payments to secure these. If you cancel a package and we cannot recover the monies from the end supplier for these arrangements we will charge this amount to you or deduct this from any refund in addition to the cancellation charges above. Cancellations for excursions, events and other additional products or services are dealt with in the relevant terms.
Cancellation By us:
14.6 In very rare circumstances we may have to cancel your booking or your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, or there is a natural disaster in the country of travel we may have to cancel your package.
14.7 We will not cancel your travel arrangements less than 5 weeks before your departure date, except for reasons of force majeure (for example a natural disaster or any other circumstance outside our reasonable control) or failure by you to pay the final balance.
14.8 If we cancel your package (other than for non payment of your package instalments), you can accept an offer of an alternative package of comparable standard from us, if available, (we will refund any price difference if the alternative is of a lower value) or you may have a refund of all monies paid (less credit card charges).
14.9 If it is necessary to cancel your travel arrangements, other than for force majeure or your failure to pay, we will pay to you compensation equivalent to the relevant level set out below.
Number of days before departure we notify you of cancellation Amount of compensation per paying passenger
More than 56 days £0
56 - 43 days £10
42 - 21 days £20
20 - 8 days £30
7 - 0 days £40
14.10 In all cases insurance premiums will not be refunded unless your insurer agrees to refund them to you.
15. IF WE CHANGE YOUR PACKAGE
15.1 We make arrangements for your travel packages a long time in advance. Given this lead in time we may have to make changes to your arrangements and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date.
15.2 However, if we make a ‘major change’ to your travel package you will have the choice of either accepting the change of arrangements, accepting an offer of alternative arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your package and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure (natural disasters, strikes etc) which we cannot control, we will pay compensation as detailed below:
Number of days before departure we notify you of a Major Change Amount of compensation per paying passenger
More than 56 days £0
56 - 43 days £10
42 - 21 days £20
20 - 8 days £30
7 - 0 days £40
15.3 If the change is not a ‘major change’ we will not provide any compensation or refund any expenses or other costs incurred and you will not be entitled to cancel.
15.4 We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute (strikes), terrorist activity and its consequences, natural or nuclear disaster, fire, ash clouds, adverse weather conditions, epidemics and pandemics and unavoidable technical problems with transport.
15.5 Changes to events and excursions will be separate to your travel package and will not require us to pay you compensation.
15.6 If your airline operator chooses to ground its aircraft for any reason or its planes are grounded as a result of industrial action whilst other operators of a similar standard and quality are flying then we will try to book you on an alternate carrier. If we are able to do this you agree to pay for any additional costs we incur in booking you on an alternate carrier (if any).
15.7 A major change before departure includes a change of:
• accommodation to that of a lower grade for the whole or a major part of your holiday;
• UK departure airport (excluding change of London Airports); or
• outward departure time or overall length of your holiday of twelve or more hours on a package of 14 days duration, or twenty four or more hours on a package of 21 days duration. (this only applies once we have confirmed your final itinerary to you specifying your flight time)
15.8 A major change does not include a change:
• of airline;
• to, or cancellation of, an event you are attending;
• to match venues for a game which you are due to attend;
• to scheduled match dates and times to which we are providing tickets;
• to additional elements such as insurance or excursions; or
• of hotels if the new hotel is of the same or a higher standard.
16. CANCELLATION OF THE LIONS TOUR
16.1 We recommend you check your insurance to make sure that you are covered in the event that the 2013 British & Irish Lions Tour to Australia is cancelled or postponed.
16.2 If the tour, or a match to which you are due to attend is cancelled, we will refund you the face value of your ticket. Your holiday package will be unaffected by the tour cancellation and we will continue to provide you with these services.
17. YOUR PACKAGE
17.1 Your package includes those products and services confirmed to you in our Confirmation Letter. It will also include a stopover or flight deviation if you choose to add one. If you purchase additional products and services such as insurance or excursions these do not form part of your package and will be governed by separate terms and conditions.
17.2 We do not guarantee that we can make special amendments to our packages. If we are able to make special arrangements for you we will charge you for any additional cost we incur plus a reasonable administration charge. As special arrangements will be specifically made for you we are unlikely to be able to resell them if you cancel. Therefore we cannot provide a refund or compensation if these are cancelled.
17.3 Your package is not transferable unless we agree otherwise and confirm this in writing. You must not sell, or advertise for sale, your package, or any part of it, to another person, company or organisation. If you breach this clause 17.3 we reserve the right to cancel your booking and retain your money or refuse to transfer your booking. Nothing in this clause is intended to exclude or limit your statutory rights in relation to your package.
18.1 All tickets to tour matches are supplied in accordance with the Australian Rugby Union or Hong Kong Rugby Union Ticket terms and conditions set out at the end of the main booking terms. You are required to comply with these.
18.2 As part of your package we will allocate you official match tickets for the games included in your booking. These will be allocated from the official allocation made available to the travel programme by British Lions Limited.
18.3 We will distribute your tickets to you in a manner that we deem most appropriate. We will let you know which method of distribution we intend to use prior to departure but reserve the right to amend this at any time. Once distributed tickets are your responsibility and cannot be replaced.
19. SUPPORTER VILLAGES
19.1 If pre-match entry into one of our Supporter Villages in Melbourne or Sydney is included in your Confirmation Letter we will confirm the details of your attendance in your final itinerary. We will provide some food and drink for you at these events but make no promise as to how much. You will be required to comply with the venue operator’s terms of entry which will include policies as to the Responsible Supply of Alcohol. If you are unable or choose not to attend a Supporter Village there is no refund or cash alternative available. Your right to enter a Supporter Village is not transferable and is at our discretion.
19.2 If we choose to cancel one of these Supporter Villages we will refund you £30 per person for the event or provide you with an alternative event. If we are prevented from holding the event for reasons outside of our control then no refund will be payable.
20. ESCORTED TOUR
20.1 If your tour is confirmed as “Escorted” this means that you will be accompanied by a member of our staff (or such other representative as we see fit) during key stages of your tour such as arrival into Australia or checking into a new hotel. It also means that our representatives will be in available for a set period of time each day in your hotel to support you as required. We will also operate a 24 hour helpline for the duration of your tour.
20.2 We know you like to enjoy your own time as well as spending time with your fellow travellers. As such “Escorted” does not mean that we will supply a tour leader or that our representatives will be with you for every hour of every day.
21.1 There is no uniform hotel grading system in Australia and therefore we have used our own grading system to enable you to perform comparisons. We have a range of accommodation available which we have graded Bronze, Silver, Gold or Platinum. We have based this grading on the rating the hotel has given itself, the hotels facilities as well as where the hotel is located.
21.2 You acknowledge that the grading may not be comparable with European Standards and that you have been provided with sufficient information to make an assessment as to whether your accommodation is suitable for your needs.
21.3 “Lions Rugby Travel Exclusive” means that this hotel or apartment is only available to Lions Rugby Travel during certain dates at the time of booking. This may be subject to change.
21.4 Your accommodation will be listed in your Confirmation Letter unless you have booked a package with unnamed hotels (which we call a Wild Card package), in which case your accommodation will be confirmed to you prior to departure. If you have built your own bespoke itinerary these may be a mixture of grading levels and we make no representation or promise that accommodation at a certain grade will be available in the locations you have selected.
21.5 If you have booked a Wild Card package your hotels will be of at least a bronze standard but unnamed. The room type and configuration will be determined by the hotel based on availability. We will confirm the name and address of your hotel on your final itinerary. All Wild Card bookings are final and cannot be changed or deviated. No amendments or special requests will be actioned by us.
21.6 Accommodation must be used by the persons named in your bookings. You must not allow other people to stay in your rooms.
21.7 Our accommodation providers will have terms of occupancy that you will be required to accept when you check in. This may include providing a credit card imprint for additional spending. Individual check in and checkout times will be confirmed in your final itinerary.
21.8 You will be responsible for any breakages and additional goods/services you purchase during your stay at the accommodation we provide. Your package does not include any room service, mini bar purchases, internet access, telephone charges, pay-tv services, parking, food or beverages or any other service charges. This means you must settle your bill before you leave.
22.1 We do not specify the airline you will fly with when you make your booking. We will give you an indication of the airlines we plan to use in your Confirmation Letter, but we reserve the right to change airline at any time.
22.2 You will receive a flight confirmation letter from us which will specify your airline and flight times approximately 6 months before departure. These details will be reconfirmed in your final itinerary and you should check these as soon as possible as they might have been changed. Changes are not uncommon as all flights are subject to the granting of permits and licences by authorities, both in the UK and Overseas.
22.3 In the event of your flight arrangements being changed or cancelled, as outlined in this section, we accept no liability for extra costs or consequential loss, arising directly or indirectly from any independent contract arrangement, between the client and a third party.
22.4 Please note that the captain of the aircraft has absolute authority over the aircraft and passengers at all times, when they are boarding or on board the aircraft. He can refuse to carry anyone if they are, in his opinion, unfit for any reason to travel or may pose a danger to the aircraft or other passengers. If you or any person for whom you are booking is refused carriage in these circumstances, the contract with us will terminate immediately and we will have no further responsibility of liability to you. Arrangements in the event of travel delay or denied boarding are the responsibility of the carrier.
22.5 Unless you have selected an upgrade your flight will be economy class.
22.6 Departures are normally from a London airport and you will be responsible for the cost of transfers to your departure airport. Subject to availability and payment of any additional cost we may be able to offer regional departures.
22.7 Any changes to scheduled flight times after you have received your travel itinerary will be notified to you as soon as possible. As such flight times are indicative only and are not guaranteed.
22.8 Everyone is welcome to travel with us but the airlines will need to know if you require any assistance on flights or at an airport, have reduced mobility or have a medical condition that might affect your ability to fly. You must let us know when you make the booking so that we can make arrangements with the airline and our other suppliers.
22.9 Under EU Law, you have rights in some circumstances to compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your package from us.
22.10 Baggage allowance varies between airlines and once we have confirmed your flights you should check what these are. You may have to pay additional charges at check in if these are exceeded.
22.11 There are air carriers which are banned from operating within the European Union. These are listed at http://ec.europa.eu/transport/air-ban/list_en.htm Rest assured we will not be using any of these carriers on your trip.
23. QANTAS SAFARI AND QANTAS SPECIAL PACKAGES
23.1 The Qantas Safari benefits detailed at www.qantasrugbysafari.com/ are provided by Qantas Airlines and not Lions Rugby Travel. Qantas Airlines are responsible for the delivery of these benefits to you and if they are unavailable, withdrawn or not as expected, Lions Rugby Travel shall not be liable to you for any compensation.
23.2 The Qantas Safari benefits are only available to Lions Rugby Travel customers flying Qantas flight numbers QF2 and QF10 from London Heathrow and QF1 and QF9 from Sydney and Melbourne. As such the benefits may not be available depending on the package that you have requested/purchased or the flights which have been confirmed to you.
24. MOTOR HOMES
If you have requested a Motor Home rental as part of your package the following terms will apply:
24.1 You will be required to pay a security deposit by credit card when you pick up your Motor Home. This is because you are fully responsible for the use of and any damage to the Motor Home during your rental. The cost of repairing any such damage may be deducted from your deposit or charged to you.
24.2 If any additional charges are levied on us by our Motor Home supplier as a result of your rental you agree to pay us in full for such additional charges on demand.
24.3 You acknowledge and agree that:
(a) our suppliers impose restrictions on who can drive their Motor Homes and where they can be driven and you agree that you will comply with these restrictions;
(b) no motorised vehicle is 100% reliable and as such we are not liable for any loss or delay you suffer should your Motor Home break down;
(c) the size and specification of the Motor Home you have requested to rent is suitable for your needs;
(d) it is your responsibility to check that your travel insurance cover is suitable for your needs and covers your Motor Home rental and trip;
(e) you and every person you wish to drive the Motor Home must be 21 or over and will be required to present a full driving licence including paper counterpart if applicable at pick up;
(f) you will be required to pay for all products, services and charges connected with your Motor Home rental including, changes to the drop off location, gas, fuel, camping and parking fees, toll roads, WC disposal, additional furniture and any other product or service not included in your Confirmation Letter;
(g) you will be required to return the Motor Home to the Motor Home supplier’s branch location in a clean and tidy state, with full fuel and gas tanks as well as an empty W.C. If you don’t do this additional charges may be payable by you; and
(h) valuables are kept in your Motor Home at your own risk.
24.4 The supplier of your Motor Home will provide liability insurance to cover damage to the vehicle or third party property. If you have chosen to increase your excess on this insurance cover to reduce your package price you acknowledge that you are responsible for paying for any damage to the Motor Home or any third party regardless of fault up to this excess amount and that the excess amount will be taken as a security deposit on pick up.
24.5 You acknowledge and understand that all insurance and liability cover on Motor Home rentals provided by the supplier will be made void, and you will be become fully liable for any damage to the Motor Home or a third party, if you:
(a) exceed the recommended load and/or passenger numbers as stated in the vehicle manual;
(b) use the vehicle for transporting and haulage of goods or any other business purpose;
(c) drive through any creek, river crossing or flooded areas;
(d) drive on the beach or on any unsealed road;
(e) Cause damage by your or your group’s wilful misconduct (e.g. sitting or standing on the bonnet or roof of the vehicle);
(f) drive while under the influence of alcohol or drugs or are otherwise unfit to drive;
(g) use the incorrect type of fuel;
(h) cause the Motor Home to become bogged, submerged, caught, trapped, stuck or restricted in anyway and/or has been abandoned;
(i) have lost the keys or locked the keys in the Motor Home; or
(j) allow drivers not identified on the rental agreement and/or drivers whose licence has been cancelled or suspended and/or drivers who have a licence that is classified as a learners or probationary licence to drive or otherwise operate the Motor Home.
25. CONDUCT AND BEHAVIOUR
25.1 We expect you to take responsibility for your own and your group’s actions, whilst you are on your package.
25.2 We expect all our customers to conduct themselves properly and not behave in any way which causes or is likely to cause: danger; or offence or upset to any other person; or damage to property; or break any law; or that is generally considered unacceptable.
25.3 Any person(s) that behaves this way will be required to leave their tour and/or accommodation and we will have no further responsibility to them including any return travel arrangements.
25.4 If we ask you to leave because of your behaviour, no refunds will be given and we will not pay any expenses or costs you incur as a result.
25.5 You will be responsible for any damage or loss caused by you or any member of your party during your time away.
25.6 You must make full payment direct to the accommodation or other service supplier in respect of the damage or loss you or your party have caused. You will also be required to compensate us for any subsequent claims brought against us as a result of your actions.
26. RESPONSIBLE SUPPLY OF ALCOHOL (RSA)
26.1 You acknowledge that your accommodation providers and the match/event venues as well as any other licensed premises in Australia will practice the responsible serving of alcohol (“RSA”) in accordance with their liquor licences. You will comply, and will procure that every member of your group complies, with the accommodation providers or other venue operator’s RSA policies as well as any request from them to limit the serving or consumption of alcohol or to leave the premises. We shall not be responsible to you should you fail to follow these directions or for any refusal to supply you or your group with alcohol.
27. EXPLORER TOURS
27.1 Our explorer packages include a return international flight as well as the tickets to the matches that form part of your package. These tours are designed to give you the flexibility to make your own plans in Australia. These are not Escorted or accompanied tours and do not include hotel or other accommodation, any transfers or other travel, internal flights, fuel, parking, excursions, insurance, food or beverages. This is not an exhaustive list and if it is not listed in your Confirmation Letter you will have to pay for it yourself.
28. WATCH THE LIONS TRAIN
28.1 If you have purchased a Full Tour package from Lions Rugby Travel to follow the Lions to every match of the 2013 tour you will be invited to attend a Lions squad training session in Australia that is otherwise closed to the public.
28.2 If you have purchased an Escorted package (excluding Wild Card packages) from Lions Rugby Travel between 2 February 2013 and 17 March 2013 you will be invited to attend a Lions squad training session prior to the start of the tour, that is otherwise closed to the public.
28.3 As you will appreciate the invites set out in clause 28.1 and 28.2 are at the complete discretion of the Lions’ head coach and team manager and as such the following terms and conditions apply:
(a) Once the Lions team management have confirmed their schedule to us we will let you know the provisional time, date and venue and issue you with your personal invite.
(b) Unless otherwise stated your invite will not include transport to the training session, accommodation, food or drink or any other incidental expenditure which you will need to pay for yourself.
(c) Access to a training session is at the complete discretion of the head coach and the Lion’s management and therefore the date, time and venue of the training session may change at short notice. We are not responsible if such changes do not fit in with your travel and accommodation plans or for any additional travel or accommodation costs you incur.
(d) We make no promises that particular players will be in attendance or that any players or management will be available for photo or autograph opportunities.
(e) We anticipate that the session will last one hour but this is subject to change. The exact amount of time is subject to the Lions team schedule.
(f) There is no additional cost for this invite and no cost has been included in your package price. As such if the training session you are invited to does not run or is cancelled for whatever reason then there will be no refunds or compensation payable. In addition there is no cash alternative should you not be able to attend. Your invitation to this session is not transferable.
(g) Photographers and film makers will be in attendance at the training sessions and may capture your image. It is a condition of entry into a training session that you consent to use of your image and likeness by us for whatever purpose we see fit.
(h) Although unlikely, the Lions management may decide that it is in the team’s best interest that access to a squad training session is not appropriate. If this is the case we will inform you that the session has been cancelled. As this is outside of our control we will have no liability to you for any disappointment you suffer.
29. ADDITIONAL PRODUCTS AND SERVICES
29.1 You may have the opportunity to purchase additional goods and services from us after you have booked your package. This may include excursions, airport parking or insurance for example. These do not form part of your package and will be governed by different terms and conditions provided to you prior to purchase.
29.2 Flight or accommodation upgrades you pay for will form part of your original package.
29.3 Unless you book and pay for additional products and services through us we are not responsible for them. If you are purchasing a third party’s products or services such as an insurance policy their terms and conditions will apply.
29.4 We do not guarantee that any optional additional service or product mentioned in our brochure, on our website or elsewhere will be available to book during your holiday and / or will operate as advertised as these services are not under our control. They may not be available for various reasons are strictly subject to availability. Any prices given in advance are indicative only. We will not be liable if you cannot, for whatever reason, book any such additional product or service.
30. EXCURSION VOUCHERS
30.1 If you purchase a travel package from Lions Rugby Travel between 25 June 2012 and 16 July 2012 (a “qualifying package”) you and each person you are booking on behalf of will receive a £50 voucher to redeem against the cost of an excursion made available through Lions Rugby Travel. The following terms and conditions apply to the provision and use of your voucher:
(a) If you have purchased a qualifying package from Lions Rugby Travel we will acknowledge your right to a voucher in your Confirmation Letter;
(b) Your voucher will be delivered to you by post or email prior to the Lions Rugby Travel excursion programme going live;
(c) Your voucher entitles you to £50 off a full price excursion made available by Lions Rugby Travel;
(d) No more than one voucher can be used against any one excursion. If the price of the excursion is more than the value of the voucher you will be required to pay us the difference. If the price of the excursion is less than the value of the voucher no refund will be due from us;
(e) To redeem your voucher you must enter or quote the voucher’s unique reference number when making your excursion booking request. All excursions made available through Lions Rugby Travel are subject to the Lions Rugby Travel excursion terms and conditions;
(f) All excursions are subject to availability and we do not guarantee that a particular excursion will be available during your trip;
(g) You will need to use your voucher by 30 March 2013, after which it will automatically expire. No excursions will be arranged after departure;
(h) Your voucher cannot be used against any other product or service offered by Lions Rugby Travel;
(i) Your voucher does not have a cash value and if you do not redeem your voucher there will be no cash alternative or refund;
(j) If you cancel your travel package your voucher will automatically be cancelled and no refund will be due in respect of the voucher;
(k) Excursion vouchers are not transferable.
31. AUTUMN INTERNATIONAL OFFERS
31.1 The first 50 people who have purchased a travel package from Lions Rugby Travel between 13 November 2012 and 19th November 2012 (an “ autumn qualifying package”) will receive an invitation to join us at one of our Legend of the Lions lunch or dinner events excluding the Finale lunch (the “invitation”).
31.2 Thereafter, if a purchase is made of a bronze or silver autumn qualifying package between the 20 November 2012 and 7th December 2012 the lead booker will be offered a choice, subject to availability at the time of booking, of an invitation to a Legends event excluding the Finale OR a Hotel upgrade for your stay in the Test Match destinations included in your autumn qualifying package (“upgrade”).
31.3 For both offers the following terms and conditions apply:
(a) If you have purchased a bronze or silver qualifying package from Lions Rugby Travel we will acknowledge your choice of upgrade OR invitation to an event in your Confirmation Letter;
(b) Once you have made your choice between an upgrade or an invitation to an event you will not be allowed to change your mind;
(c) If you have purchased a gold or platinum Escorted package or an Explorer package between 20 November 2012 and 7th December 2012 you will not have the choice to upgrade hotels and will receive the invitation to an event only;
(d) Your invitation or upgrade does not have a cash value;
(e) If you are unable to attend a Legends event there will be no cash alternative or refund;
(f) If you cancel your travel package your invitation or upgrade will automatically be cancelled and no refund will be due in respect of the invitation or upgrade;
(g) You are responsible for all travel, accommodation and ancillary expenses associated with your attendance at the relevant Legends event;
(h) Hotel upgrades are restricted to the particular hotels we offer to you during the booking process;
(i) Hotel upgrades are based on our grading system and we will offer an upgrade of one level only;
(j) Invitations to the Legends event and upgrades are not transferable.
32. OUR PROMISES
32.1 We promise:
(a) that your travel package and our performance of this contract will be provided to you with reasonable skill and care; and
(b) that we have selected our suppliers with reasonable skill and care.
33. OUR LIABILITY TO YOU
33.1 It is our responsibility to perform the contract we have with you. If you believe it has not been performed or is improperly performed by us or our suppliers we may be liable to you for any damage you suffer. Please note it will be for you to show that we have not performed the contract properly and that this has caused you damage or loss.
33.2 Nothing in these terms excludes or intends to exclude our liability for death or personal injury caused by our negligence or our contractual liability to you under The Package Travel, Package Holidays and Package Tour Regulations 1992.
33.3 However, we will not be liable where any failure in the performance of the contract is due to:
(a) you or a member of your group (for example if you break a law in the country visited); or
(b) a third party unconnected with the provision of your package or arrangements; or
(c) unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or
(d) an event which we or our suppliers, even with all due care, could not foresee or forestall.
33.4 Our liability to you and your party, except in cases involving death, injury or illness, for any damage, loss of enjoyment or compensation shall be limited to a maximum of the total cost of your package. 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 us.
33.5 Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. 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. 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 Aviation Consumer Advocacy Panel on 020 7240 6061 www.caa.co.uk
33.6 Any and all arrangements you make that are not part of your package supplied by us are your responsibility and are made at your risk.
34. TRAVEL INSURANCE
34.1 We consider adequate travel insurance with a reputable insurance company to be essential and as such we make it a condition of our contract. If you do not take out suitable insurance from our provider we will ask you to provide an indemnity in our favour. If you refuse to provide this indemnity we will not allow you to travel.
34.2 We have been appointed by Travel & General Insurance Services Limited (Travel & General) as its appointed representative to provide you with a travel insurance quote if you request it. Travel & General are authorised and regulated by the Financial Services Authority (FSA). Its FSA Register number is 304788.
34.3 If you request a quote for travel insurance from us we will send you further information on the policy we are able to offer. If you place an order for this policy it is important that you check that the information you provide us is accurate and complete otherwise you or a member of your group might not be covered.
34.4 If you or a member of your group have a pre-existing medical condition or have been referred to a specialist in the past two years you will need to phone the Travellers Healthcheck phone number as additional premiums may be payable. This telephone number can be found in the information we send you. If you don’t disclose this information you or the relevant member of your group may not be covered.
34.5 All quotes are subject to Travel & General’s standard terms and policies. Payment will be required in full if you accept our quote.
34.6 If you cancel Travel & General’s insurance it will be subject to their terms.
34.7 Generally most insurance policies apply limits and exclusions based on the cost of the travel package and your time spent abroad in any one year. It is your responsibility to check that you have adequate cover under your policy.
34.8 In addition it is your responsibility to make sure there are no exclusion clauses within your policy relating to the activities or excursions to be undertaken during the travel package.
34.9 It is your choice but we recommend that you obtain travel insurance as soon as you can after booking.
34.10 All comments about insurance are intended to be general and not to amount to regulated financial advice or recommendation. If you are in doubt you should speak to your insurance broker/provider.
35. PASSPORT, VISA AND HEALTH REQUIREMENTS
35.1 Ultimately, these are your responsibility. However, we will apply for an Australian Visa only on your behalf if you hold a UK or EIRE passport. We can only do this if you provide us with a copy of your passport or any other information we request from you. If you do not provide these we will not make the application for you. We make no representation or guarantee that this application will be successful. If your Visa application is rejected our only responsibility to you is to inform you of the rejection and all other terms will still apply.
35.2 We have provided further information and some useful links below. As these link to third party sites we make no representation as to the accuracy of the information found via these links.
35.3 Please call us to discuss your requirements if you believe any medical condition or disability you have may affect your active participation in your tour or the tour activities.
35.4 Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant embassies or consulates.
35.5 For example anyone travelling to or transferring through the US, must obtain approval to travel no later than 72 hours prior to travel by completing an online process.
35.6 Visas are required for Australia and sometimes for Hong Kong.
35.7 Hong Kong Visa requirements differ depending on your nationality. UK nationals do not normally need a visa for short tourist visits. If you are an Irish national you should check your Hong Kong visa requirements. Please see here for further details www.gov.hk/en/nonresidents/visarequire/general/
35.8 You must have more than 6 months left on your passport for the duration of your trip and on the date you land back in the UK.
36. TRAVEL ADVICE
36.1 All countries provide advice about travelling to certain countries and you should review these prior to making your booking and departing. UK government’s foreign office provide advice about travelling http://www.fco.gov.uk/knowbeforeyougo
36.2 The Irish government’s department of foreign affairs http://www.dfa.ie/home/index.aspx?id=35
36.3 Inoculations and vaccinations, as well as fitness to travel, are your responsibility and you should seek advice on these well in advance of your departure date. You should seek advice from you GP Practice Nurse, Doctor or travel health clinic.
36.4 Further information on fitness to travel can be found here: www.fitfortravel.scot.nhs.uk and www.nathnac.org
36.5 In flight health and safety information can be found here www.direct.gov.uk/en/TravelAndTransport/Publictransport/AirtravelintheUK/DG_10036988
36.6 There are still restrictions on what you can carry onto planes or have in your hand luggage. This includes sharp instruments. For a full list please see here: www.direct.gov.uk/en/TravelAndTransport/Foreigntravel/AirTravel/DG_176922
36.7 A number of food and other products cannot be brought back into the UK from outside of the EU. For a full list see here www.direct.gov.uk/dontbringmeback
36.8 You will need to declare cash if you are entering or leaving the European Union (EU) and carrying cash of 10,000 Euros or more, or the equivalent in other currencies.
36.9 Australian customs restrict what you can bring into the country on arrival and carry out inspections at the borders. A guide provided by the Australian Customs agency is available here http://www.customs.gov.au/webdata/resources/files/GuideForTravellers.pdf
36.10 Departure taxes may apply to your package which you will need to budget for.
36.11 We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration or health/medical requirements.
37.1 If you have a complaint about your package or have any problems whilst you are away, please inform the Lions Rugby Travel representative and, if they are not already liaising with them, the relevant local supplier as soon as possible. If your complaint or problem is not resolved whilst you are away, please follow this up within 28 days of the end of your package by writing to Lions Rugby Travel at Carter Court, 8 Davy Way, Quedgeley, Gloucester, GL2 2DE giving your booking reference number and the brief details of your complaint.
37.2 Our customer services team will respond to your written complaint within a reasonable time following an investigation into your complaint. We will correspond with you by phone and letter in an attempt to resolve your complaint.
37.3 If following our discussions and correspondence above we still cannot resolve the matter we can, if you choose, refer the matter to an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA Mediation.
38. GENERAL CONTRACT TERMS
38.1 Any waiver by us of any right we have under this contract is only effective if we confirm it to you in writing.
Privacy and Data Protection
38.3 This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of England and Wales, Scotland or Northern Ireland if you wish to do so.
TICKET TERMS AND CONDITIONS
It is a condition of booking with us that you agree to and comply with Australian Rugby Unions ticket terms and conditions as well as those relating to entry into venues. If your package includes the Lions’ game in Hong Kong you will also have to accept the terms and conditions for that game.
ARU Ticketing Terms & Conditions
Sale of this ticket creates a contract between the ARU and the purchaser which gives the purchaser a transferable but conditional licence for admission to the specified match. The licence will automatically terminate if the purchaser or any subsequent transferee:
(a) resells this ticket at a premium;
(b) resells this ticket through a broker or agent;
(c) advertises or offers this ticket for resale on the internet or in any other medium; or,
(d) uses this ticket for advertising, promotion or other commercial purpose (including competitions or trade promotions) or to enhance the demand for other goods or services,
without the prior, written permission of the ARU. The ARU has the right to deny admission if the licence has terminated
Hong Kong Game – Terms and Conditions
This ticket is issued subject to the following terms and conditions:
1. Entry into the Stadium is subject to the Rules and Regulations of the Hong Kong Stadium.
2. The right of admission is reserved by the Hong Kong Rugby Football Union and the Leisure & Cultural Services Department. All persons entering the Stadium do so at their own risk.
3. No bottles, cans or offensive items will be allowed into the Stadium. The Leisure & Cultural Services Department reserves the right to inspect eskies, bags and other items prior to entry into the Stadium.
4. Unauthorized persons are not permitted to enter the field of play unless so directed by an Event or Stadium Official. All unauthorized pitch invasion will be prosecuted.
5. The Hong Kong Rugby Football Union and the Leisure & Cultural Services Department reserve the right to remove any person from the Stadium who fails to comply with an instruction from an Event or Stadium Official.
6. Re-admission to the Stadium is by re-admission pass only.
7. This ticket is not refundable or exchangeable and may not be re-sold. It shall not be purchased or obtained from any person, commercial agent or company other than from the Hong Kong Rugby Football Union or its authorized agents.
8. Entry may be refused if tickets are damaged or defaced or are not purchased from the Hong Kong Rugby Football Union or other authorized agents.
9. The holder will be responsible for the safekeeping of the ticket. No replacement ticket will be issued for any damaged or loss ticket.
10. The holder of this ticket agrees not to bring any claim or proceeding against Hong Kong Rugby Football Union for any damage, loss, injury or liability suffered while attending the Tournament. Except for liability that by law cannot be excluded. Hong Kong Rugby Football Union excludes all liability to the holder in tort (including negligence), contract or ailment for acts or omissions of Hong Kong Rugby Football Union, its employees and contractors arising out of or in relation to the match between the British & Irish Lions and Barbarians FC to be held on 1 June 2012 (the Match).
11. Photographs taken within the venue may be used only for private non-commercial purposes. Publication/distribution of such photographs in any media is forbidden. Making/distribution of broadcasts, commentary, news reports or statistics (by any means in any format or media including any such commentary made by mobile phone or other wireless device) is forbidden.
12. The holder (i) consents to the broadcasting or other distribution of images of him/herself whilst at the venue and (ii) waives on an irrevocable worldwide, perpetual basis all rights to object to such broadcasting/distribution in any media.
13. The holder agrees not to engage in any ambush marketing that would infringe the rights of those parties commercially associated with the Match and/or the British & Irish Lions their sponsors and/or commercial partners.
Both of these sets of terms and conditions may change or be updated prior to the tour and you agree to be bound by any amendments that we advise you of.
In addition you promise to us that you will not:
• re-sell or advertise for re-sale your tickets except in accordance with the terms;
• use the tickets for any kind of prize or promotion; or
• use your ticket(s) for any other commercial purpose including to sell travel and hospitality.
You acknowledge to us that physical ownership of a ticket is retained by the Australian Rugby Union, the Hong Kong Rugby Football Union and or the Lions and that permission to enter can be revoked if these terms are breached.
Conditions on entry into a match Venue
These terms will be set by the Australian Rugby Union or the Hong Kong RFU or the Lions as appropriate and/or the owners or operators of the relevant stadiums at which the tour matches are taking place. These terms and conditions will be issued to you or be updated prior to the tour and you agree to be bound by any venue terms or amendments that we advise you of.
You acknowledge that the venue operator is likely to have:
• A right to eject drunk, disorderly or other persons making a nuisance from the venue
• A right to refuse entry if they suspect Ambush Marketing – Ambush marketing is when a company or brand not officially a sponsor of the tour tries to associate themselves with the event. This may be by giving out branded clothing that is contrary to the interests of the official sponsors.
• A prohibition on bringing certain items into the ground such as bottles, glass, cans, anything that could be considered a weapon; and
• A restriction on filming and photography inside the venue.
We shall not be responsible to you if you are refused entry to, or ejected from, a match or venue.
We may distribute your tickets to you in a manner we see fit. We will let you know which method of distribution we intend to use but reserve the right to amend this at any time. Once distributed tickets are your responsibility and cannot be replaced if lost, stolen or damaged.