Booking Conditions
The following booking conditions form the basis of your contract with Wild Frontiers Adventure Travel Ltd. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you and all persons named on the booking have had the opportunity to have read these booking conditions and agree to them. These booking conditions only apply to holiday arrangements which you book with us and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday 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 Wild Frontiers Adventure Travel Ltd.
1. Making a Booking:
1.1 To make a booking, you must complete our booking form. This must be signed (or ticked in the appropriate place for an online booking) by the first named person on the booking (“party leader”). The party leader 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 signing the booking form, the party leader confirms that he/she is so authorised to act on behalf of all persons named on the booking.
1.2 The completed signed booking form must then be sent to us together with the payments referred to in clause 2.1 below.
1.3 Subject to the availability of your chosen arrangements, we will confirm bookings onto an advertised Group Departure by issuing a Booking Confirmation. A private tailor-made booking will be confirmed by issuing a booking receipt. This document will be sent to the party leader. Please check the document 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 seven days of our issuing it (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.
1.4 We will communicate with you by e-mail in relation to your booking. You must accordingly check your e-mails on a regular basis. We may also contact you by telephone and/or post if we cannot, for whatever reason, contact you by e-mail. . References in these booking conditions to “send” and “in writing” include communication by e-mail.
1.5 If booking online, any acknowledgement of your booking request we send you is not a confirmation of your booking. This will come once the booking has been confirmed in the form of a a confirmation invoice.
2. Payment:
2.1 In order to confirm your chosen tour, we will require at the time of booking a deposit of 10% per person for escorted group tours, or up to 30% of the total tour cost for a tailor-made trips (please note that depending on your chosen arrangements the required deposit may be different to these amounts. If it is we will advise you accordingly at the time of booking) In addition some tours may require further interim payments.
2.2 The balance of the tour cost must be received by us not less than 70 days prior to departure and in some cases significantly earlier. This exact date will be shown on your confirmation invoice. Reminders are not necessarily 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 monies paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 5 depending on the date we reasonably treat your booking as cancelled.
2.3 In the case of international payments you should ensure that the full invoice amount, is received by us after all bank charges have been levied.
3. Your Contract:
A binding contract between us comes into existence when we despatch our booking receipt or confirmation invoice to the party leader. 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. We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the AITO arbitration scheme (if the scheme is available for the claim in question and you wish to use it – see clause 16.2) or 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 any claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
4. Passports, Visas and Health Matters:
4.1 It is your responsibility to ensure you are fully aware of all passport and visa requirements for the country/countries you are planning to travel to at the time of booking. Passport and visa requirements are subject to change and you must check the most up to date requirements with the embassy or consulate of the country/countries to or through which you are intending to travel to in good time before departure. Many countries require that travellers’ passports are valid for at least six months after the completion of their journey, and/or contains blank pages for visas. British passport holders should visit www.gov.uk/foreign-travel-advice for travel advice by country. Citizens of other countries should check their government’s advice.
4.2 It is your responsibility to ensure you are fully aware of all recommended vaccinations, and health requirements and precautions for your destination in good time before you travel. You should contact your doctor or a specialist Travel Vaccination Clinic and obtain further advice from the National Travel Health Network and Centre www.nathnac.org.net Information on health abroad is also available on www.nhs.uk/healthcare-abroad
For holidays in the EU/EEA, UK citizens should obtain a GHIC (UK Global Health Insurance Card) prior to departure from www.nhs.uk/healthcare-abroad You should be aware that a GHIC is not a substitute for travel insurance. Vaccinations and other health requirements/recommendations are subject to change at any time for any destination. Please therefore check with a doctor or clinic again not less than four weeks prior to departure to ensure that you have met the necessary health and vaccination requirements for the countries you are travelling to and have the most up to date information.
4.3 It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure for the countries you are intending to travel to. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty, additional costs or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
4.4. If you are unable for whatever reason to obtain a visa or the authorisation required for a visa and are thus unable to travel we will seek to be as flexible as the situation allows but ultimately reserve the right to consider this as a cancellation under the terms set out in 5.1 below.
5. Cancellation By You:
This clause 5 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
5.1 Should you or any member of your party need to cancel some or all portions of your holiday once you have received your booking receipt or booking confirmation invoice, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it has been confirmed that it has been received by us in writing. As we incur costs from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of cancellation.
Period before departure within which written notification of cancellation is received by us and cancellation charge per person cancelling.
71 days or more prior to departure - loss of deposit
70-51 days before departure - 50% of tour cost
50-31 days before departure - 75% of tour cost
Less than 30 days - 100% of tour cost
5.2 Any payments for flights are non-refundable.
5.3 You are strongly advised to take out cancellation insurance at the time of booking. Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
5.4 On private bookings where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.
5.5 There are a certain destinations or trip components, such as cruises, that require payment up to 120 days before the departure date and may result in 100% loss upon cancellation. If applicable, this will be specified on your booking confirmation invoice.
5.6 See clause 9 “Changes by you” if any member(s) of your party are prevented from travelling.
5.7 If you fail to join a trip, join at any point after departure or choose to amend or curtail your holiday for any reason prior to its completion, we are not responsible for refunding costs for any unused services and we will have no liability for any additional costs, expenses or other losses of any kind incurred by you. Depending on the reason for curtailing your holiday, you may be able to reclaim these losses and where applicable additional expenses which you incurred (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to your travel insurance provider.
5.8 The above cancellation terms are in addition to fees which may be levied by accommodation providers and third-party tour and transport operator fees. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.
6. Changes and Cancellation By Us:
6.1 We start planning the tours we offer many months in advance. Occasionally, we have to make changes to and/or correct errors on our website and in the documentation we provide both before and after bookings have been confirmed and rarely we have to cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we reserve the right to cancel or make changes to a booking under any circumstances. Please note, our escorted group tour holidays require a minimum number of participants to enable us to operate them. If the minimum number of bookings required for a particular group tour have not been received, we are entitled to cancel it. We will notify you of cancellation for this reason at least 6 weeks prior to the departure of the group tour.
6.2 Changes to confirmed tour arrangements sometimes have to be made and most changes will be minor. Where a minor change is made before departure, we will notify you of this in writing. No compensation is payable for minor changes. Please note, if your tour leader or a named speaker or lecturer is for whatever reason unable to partake in your tour, we reserve the right to provide an alternative tour leader, or a replacement speaker or lecturer of similar professional expertise or a local professional guide. This will not be considered a significant change.
Occasionally, we have to make a “significant change”. A significant change is a change made before departure which, we can reasonably expect to have a major effect on your holiday. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time of 12 or more hours, a change of UK departure point to one which is more inconvenient for you and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether.
6.3 If we have to make a significant change or cancel, we will tell you as soon as is reasonably possible. If there is time to do so before departure, we will offer you the choice of the following options:-
(a) (for significant changes) accepting the changed arrangements or
(b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available at that time. We will offer you at least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other available holidays. You must pay the advertised price of any such holiday. This may mean you’re paying more if it is more expensive or receiving a refund if it is cheaper or
(c) cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us within 14 days of cancellation. Please be aware that this clause does not apply to any flights which are itemised separately on your booking confirmation invoice and which does not form part of a land only tour package bought from us.
6.4 If we have to make a significant change or cancel we will, where compensation is appropriate, pay compensation depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances which lay beyond our control, the consequences of which we could not have avoided even with all due care or (2) we have to cancel because the minimum number of participants necessary for us to operate your Group Tour has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one. Please also see clause 20 “Delay and Denied Boarding Regulations”.
6.5 Very rarely, we may be forced by “force majeure” (see clause 13) to change or curtail your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses which you incur as a result.
6.6. We reserve the right to cancel any booking if we reasonably feel that the physical condition or behaviour of a client may affect their own well-being, that of any members of our local crew, that of any other members of an escorted group tour, or the enjoyment of other members of the group while on a tour.
6.7 If you have chosen to pay an optional single supplement and we are for whatever reason unable to provide you with a single room for any advertised nights of the tour then we reserve the right to room you with a fellow traveller of the same sex and to reimburse you accordingly on a pro-rata basis.
6.8 In the event of any cancellation, there will be no claim for damages by either party against the other and we are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance or non-refundable flights.
7. Governmental Travel Advice:
The Foreign and Commonwealth Office publishes regularly updated travel information on its website www.gov.uk/foreign-travel-advice which UK citizens are recommended to consult before making a booking and in good time before departure. US citizens are advised to check Department of State advice on www.travel.state.gov/destination. Citizens of other countries should check their government’s relevant advice.
8. Surcharges:
8.1 The price of your holiday is subject to surcharges in the event of any change in our transportation costs resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports or airports or in the exchange rates which have been used to calculate the cost of your holiday. Even in these cases, we will absorb an amount equivalent to 2% of the holiday price, excluding any amendment charges. Only amounts in excess of 2% will be surcharged and you will be responsible for the amount over and above that. If this means paying more than 8% of the tour price you will be entitled to cancel your tour and receive a full refund with the exception of any amendment charges or alternatively purchase another tour from us as referred to in clause 6 “Changes and Cancellation by us” if available and offered by us. Should you wish to cancel for this reason, you must notify us of this within 7 days from the issue date printed on your updated invoice.
8.2 We promise not to levy a surcharge within 20 days of departure. No refund will be payable during this period either.
9. Changes by You:
9.1 Should you wish to make any changes to your confirmed holiday, you must notify us in writing preferably by email as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee of £75.00 (or equivalent) per person will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. A change of holiday 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 holiday price where, for example, the basis on which the price of the original holiday was calculated has changed.
9.2 If any member of your party is prevented from travelling, the person(s) concerned may usually be able to transfer their place to someone else (introduced by you) providing we are notified not less than seven days prior to departure. Transfers to a third party are only permitted when operationally possible and where the transferee meets all the requirements in relation to the trip. The transferee must also agree to these booking conditions and all other terms of the contract between us.
Where a transfer to a person of your choice can be made, all costs and charges and fees incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £75.00 (or equivalent) must be paid before the transfer can be effected. Any overdue balance payment must also be received. You and the transferee remain jointly liable for payment of all sums. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flights.
9.3 If you are unable to find a replacement, any cancellation charges as set out in clause 5 (Cancellation by you) will apply in order to cover our costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
9.4 Amendments to any other arrangements made in conjunction with your trip may incur additional charges levied by hotels, ground operators or airlines which we will advise you of at the time of the amendment and you will be liable to pay.
10. Special Requests and Medical Conditions/Disabilities:
10.1 If you have any special requests, you must 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 will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice 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 (where it is possible to give this) where it is important to you.
10.2 We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
10.3 If you or any member of your party has any mobility issues, a medical condition, disability or any allergies which may affect your holiday or has any special requirements as a result of any medical condition, medication, disability, allergies or mobility issues (including any which affect the booking process or information we share between all persons named on the booking), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking.
10.4 The Company reserves the right at any time to require the Client(s) to produce a doctor’s certificate certifying that the Client(s) is/are fit to participate in all aspects of the tour. You may also need to complete a trekking, health, fitness and/or suitability questionnaires upon request at any time prior to travelling.
10.5 By booking you acknowledge that you understand the potential risks and hazards that can be involved in tours of this kind to often remote and inhospitable locations. Such risks may increase the risk of injury or illness including being exposed to Covid-19 or other infectious diseases, loss or damage to property, discomfort and inconvenience.
11. Liability:
11.1 We promise to make sure that the holiday arrangements we have agreed to make, perform or provide 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 holiday 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).
11.2 We will not be responsible for any injury, illness, death, loss (including loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: - the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party 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 ‘force majeure’ as defined in clause 13 below.
11.3 Please note, 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 or third-party agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract. This includes any excursions you purchase whilst on holiday. 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.
11.4 The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in clause 11.1. We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
11.5 Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £500 (or equivalent) per person affected unless a lower limitation applies to your claim under this clause or clause 11.6 below. You must ensure you have appropriate travel insurance in place to cover any loss and/or damage to your personal belongings. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is twice the price (excluding amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 11.6 below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit or enjoyment at all from your holiday.
11.6 Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea or rail carrier to which any international convention applies, our liability (including the maximum amount of compensation we will have to pay you, the types of claim and the circumstances in which compensation will be payable) will be limited as if we were the carrier in question as referred to below. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question (for example, the Warsaw Convention 1999 or the Warsaw Convention 1929 (including as amended by The Hague Protocol of 1955 and by any of the Montreal Additional Protocol of 1975). The Athens Convention 1974 for international travel by sea (as amended by the 2002 Protocol where applicable) and COTIF, the Convention on International Travel by Rail). Where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.
11.7 Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which 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 (2) which 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. Additionally we cannot accept liability for any business losses (including without limitation, self-employed loss of earnings).
12. Travel Insurance and emergency contact (next of kin):
12.1. We consider adequate travel insurance to be essential and you should purchase this as soon as you receive a booking receipt or booking confirmation from us. You must give us details in writing of your insurance policy (name of insurer, policy number, 24 hour emergency assistance contact details) before you travel.
12.2 Please read your policy details carefully and take them with you on your holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check insurance policies. Tours can be hazardous by nature and you should ensure that such insurance fully covers all personal requirements including medical expenses, repatriation, helicopter rescue and air ambulance in the event of accident or illness.
12.3. You must give to us prior to travelling the name and contact details of your emergency contact (next of kin) or persons to be notified in the event of an emergency.
13. Force Majeure:
13.1 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 “force majeure”. In these booking conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid even if all reasonable measures had been taken. Such events may include but are not limited to, whether actual or threatened, war, riots, civil strife, terrorist activity, significant risks to human health such as the outbreak of serious disease at the travel destination, epidemics/pandemics or other health emergency, industrial dispute, natural, or nuclear chemical or biological disaster, adverse weather conditions, such as floods or earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, fire, unavoidable problems with transport and all similar events outside our or the supplier(s) concerned control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
14. Our Tour Leader:
14.1 On our escorted group tours we will appoint a Tour Leader who will represent the company and assist with the proper and safe running of you and your fellow participants’ tour. You must accept the decisions of the Tour Leader who shall have the discretion to make decisions and take action which may impact on your tour. If your physical condition or behaviour is such as to affect the well-being of yourself or other members of the group or the enjoyment of other members of the group, you may be asked to leave the tour without any right to refund.
14.2 Our Tour Leaders reserve the right at any time to request someone leaves a group tour if their condition poses a significant health risk to the rest of the group as defined in clause 24.6 below.
15. Health and Safety Standards:
15.1 Please note, it is the health and safety standards of the country you are visiting which apply to the services provided and not the health and safety standards of the UK. As a general rule, local health and safety standards will not be the same as the UK and may often be lower.
16. Complaints:
16.1. In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform our local representative or agent (if we have one) and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our Tour Leader/representative/agent and the supplier concerned (as applicable) as soon as possible. If we do not have or you cannot contact our Tour Leader or local representative or agent and any complaint or problem is not resolved to your satisfaction, you must contact us using the contact details we have provided you with during your trip, giving us full details and a contact number and email address. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 14 days of the tour end date giving your booking reference and full details of your complaint. Only the party leader should contact us . For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
16.2 If you book and reside in the UK, any disputed and unresolved complaint may be referred to the low-cost AITO Independent Dispute Settlement Service (details available on request). Claims which exceed £2,500 (or equivalent) per person or £10,000 (or equivalent) per booking or which arise principally or exclusively in respect of (or as a consequence of) illness or physical injury are not admissible for settlement under the service.
17. 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 (see clause 11.6). Copies of the relevant parts of these terms and conditions and of the international conventions are available on request from ourselves or the supplier concerned.
18. Financial Protection:
18.1 We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 5975). When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent or your credit card issuer where applicable. You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. Please note: Not all holiday or travel services offered and sold by us will be protected by the ATOL scheme *The air inclusive holidays and flights we arrange are ATOL protected providing they are made available in the UK. For further information, visit the ATOL website at www.atol.org.uk.
18.2 The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Wild Frontiers Adventure Travel Limited, and in the event of their insolvency, protection is provided for the following:
1. non-flight package
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Wild Frontiers Adventure Travel Limited.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
19. Flights:
19.1 In accordance with UK Regulations (EU) No 2111/2005 (the UK Operating Ban), we are required to bring to your attention the existence of a UK Air Safety List (ASL) which contains details of air carriers who are subject to an operating ban to and from the UK. The Air Safety List is available to view at www.caa.co.uk/Data-and-analysis/Safety-and-security/Banned-airlines-list/
19.2 We are also required to 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.
19.3 If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of clause 9 “Changes and cancellation by us” will apply. We are not always in a position at the time of booking to confirm the flight timings which will be used in connection with your flight. The flight timings shown , on our documentation and/or detailed on your confirmation invoice are for guidance only and are subject to change. 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.
19.4 Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets before departure. You must check your tickets and travel documentation very carefully immediately on receipt to ensure you have the correct flight times and details. It is possible that flight times may be changed even after tickets have been issued and we will contact you as soon as we become aware if this occurs.
19.5 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.
20. Delay and Denied Boarding Regulations:
20.1 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 UK Regulations (EU) No 261/2004 the 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 on our website or in our documentation, 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.
20.2 We regret we are not in a position to offer you any assistance in the event of a travel delay at your outward or homeward point of departure. Any airline concerned may however provide refreshments etc. We cannot accept liability for any delay which is due to any of the reasons set out in clause 11.2 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.
20.3 If your flight is cancelled, delayed, overbooked or if your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, 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 UK Regulations (EU) No 261/2004 the Denied Boarding Regulations . Where applicable, you must pursue the airline directly 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 or any other payment arising from such cancellation, delay, downgrading or denied boarding. 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 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 Regulations (EU) No 261/2004 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 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 these rules you may complain to the Civil Aviation Authority on +44 (0) 330 033 1972 or see www.caa.co.uk – for further information.
21. Excursions/Activities:
21.1 We may provide you with information (before departure and/or when you are on tour) 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 neither run, supervised, controlled nor endorsed in any way by us. They are provided by local operators or other third parties who are entirely independent of us. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 11.1 of our booking conditions will not apply to them.
21.2 We cannot guarantee accuracy of information given in relation to such activities or excursions as these services are not provided by us and are therefore not under our control.
22. Documentation/Website/Images/Advertising & Promotional material
22.1 The information contained on our website, social media channels, in our detailed itineraries, travel requirements documents, pre-departure information, suggested packing lists, and in any other of our documentation, advertising or promotional material is believed correct to the best of our knowledge at the time of printing or publication. However, 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 [or your travel agent] at the time of booking and where practical to do so we advise you to independently verify information which is provided for guidance only.
22.2 Occasionally, we may use images and videos taken on our tours in certain marketing channels, including but not limited to our social media feeds (Facebook and Instagram) and our website. If you wish to deny permission for any images or videos featuring yourself or your travelling companions, please let us know.
23. Personal Data:
All personal data will be handled as per the terms specified in our Privacy Policy which can be found here - https://www.wildfrontierstravel.com/privacy-policy
24. COVID-19 and other infectious diseases:
24.1 We will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment, curtailment of your holiday, missed transport arrangements and additional accommodation required), in the following circumstances:
Prior to departure, you have tested positive for Covid-19 or been diagnosed with any other infectious disease and are no longer able to travel and/or required to self-isolate. After your departure and during your holiday, you have tested positive for Covid-19 or been diagnosed with any other infectious disease or have otherwise been in contact with someone who has tested positive for Covid-19 or been diagnosed with any other infectious disease and are required to self-isolate. Or you fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or any other government body or local authority or fail to submit for testing or assessment when requested to do so and consequently you are denied boarding, denied entry to the destination, or otherwise denied access to any of your travel arrangements. This includes any requirement to be fully vaccinated (including any and all necessary boosters) and for those vaccinations to be valid, in-date and accepted by the country/countries which you are travelling to.
24.2 It may also be a requirement of travel for you to take a specific Covid-19 test and show a negative result or proof of recent recovery of Covid-19 or show proof of being fully vaccinated (including any and all necessary boosters) and for that vaccination to be valid, in-date and accepted by that specific authority, supplier, destination etc. We will not be liable for any costs, fees, charges or penalties you incur from your failure to comply with any mandatory Covid-19 entry requirements. It is your responsibility to check the entry requirements for the destination(s) you are travelling to.
24.3 In addition to these requirements, you may also need to complete and present additional travel documentation beforehand detailing any destination you have travelled through/visited recently and whether you have been diagnosed or been in contact with anyone who has been diagnosed with Covid-19 or any other infectious disease(s) recently. If you fail to complete and/or present the above when required, or if you fail any health check, you may be denied boarding and entry to your travel destination(s). We do not accept responsibility if you cannot travel and we are not liable for any costs, fees or charges you incur if you have not complied with the requirements, or if you fail any health check. You will be responsible for the cost of any Covid-19 tests that you are required to have before, during and/or after your holiday. Entry requirements are likely to differ for each country and may change before your departure date. Therefore, it is important that you keep up to date with the entry requirements that are in place for your travel destination(s). Where possible, we will make you aware in advance of any entry requirements that apply to your travel destination(s) and will attempt to notify you without delay if any of the entry requirements change before your departure date, but it is ultimately your responsibility to make yourself aware and regularly check for the most up to date information up until the point of your departure. For further information on entry requirements, please visit https://www.gov.uk/foreign-travel-advice and search for the country(s) you are planning to travel to. For citizens of all other countries you should check your governments advice.
24.4 In response to the Covid-19 global crisis, each country has implemented their own health and safety measures in an attempt to combat the spread of the disease. Specific organisers and suppliers have also introduced their own health and safety measures in line with government advice (local or national). It is your responsibility to make yourself aware of and comply with the measures that are in place in the countries you are visiting or transiting through during your holiday.
24.5 It is essential that you and any members of your party comply with and respect any local and national health and safety measures throughout the duration of your holiday, as they may be mandatory and you could face penalties for failing to do so. Such measures may include, but are not limited to, social distancing, the use of facemasks or face coverings both indoors and outdoors, a maximum number of people in the accommodation or in restaurants or sites and restrictions on the use of certain facilities.
24.6 We reserve the right at any time to request someone leaves a group tour if their condition poses a significant health risk to the rest of the group. If you incur any accommodation and other costs as a result of leaving the tour, those costs will be your responsibility. Where your tour is curtailed for this reason, we are not responsible for refunding any costs to you unless we are able to obtain any refunds from our suppliers.
24.7 Where possible, we will make you aware in advance of any Covid-19 restrictions that are in place at your travel destination(s). However, it is ultimately your responsibility to check the requirements that are in place locally during your holiday and ensure you are checking these regularly before you travel.
Updated: 16/02/2024