Terms
and conditions
1. Definitions
The following terms shall bear the following meanings in these Booking Conditions:
“Activity” means a transfer, tour, activity or admission to an attraction or special event;
“Airline” means Etihad Airways PJSC the national airline of U.A.E.
“Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC.
“Booking “means the reservation of one or more Holiday Packages by the Travel Agent
“Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip. All other changes to a reservation constitute an “Amendment”;
“Child” means a person under the age of 12 years on the relevant return date of travel;
“Etihad Holidays”, “we” or “us” means, for UAE and GCC customers: Capital Holidays – Sole Proprietorship LLC, a company registered in Abu Dhabi with commercial license number 3897160 whose principal place of business is at Abu Dhabi National Exhibition Centre, Khaleej Al Arabi Street, P.O. Box 5546, Abu Dhabi, United Arab Emirates trading as Etihad Holidays; and for UK customers: CAPITAL HOLIDAYS (INTERNATIONAL) SP LLC, a company registered in Abu Dhabi whose principal place of business is at Abu Dhabi National Exhibition Centre, Khaleej Al Arabi Street, P.O. Box 5546, Abu Dhabi, United Arab Emirates trading as Etihad Holidays;
“Force Majeure” means any unusual circumstance beyond our control including but without limitation war or threat of war, terrorist activity, adverse weather conditions, industrial dispute, closure of airport or technical difficulties;
“Holiday” means the package holiday booked by you or on your behalf with us;
“Lead Name” means the first named customer on any Holiday booking;
“Significant Change” has the meaning set out in section 7 of these Booking Conditions;
“Standalone” means a booking for hotels, rental cars and/ or Activity’s without a flight;
“Travel Agent” means any agent through whom your Holiday with us is booked;
“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “UK” means the United Kingdom and “EU” means the European Union; and
“You” means any customer who is or may be considering the booking of any Holiday and includes all customers named on your Holiday booking who are booking together.
2. The Contract
For UAE and GCC customers, your contract is with Capital Holidays – Sole Proprietorship LLC, a company registered in Abu Dhabi with commercial license number 3897160 whose principal place of business is at Abu Dhabi National Exhibition Centre, Khaleej Al Arabi Street, P.O. Box 5546, Abu Dhabi, United Arab Emirates trading as Etihad Holidays. For UK customers, your contract is with CAPITAL HOLIDAYS (INTERNATIONAL) SP LLC, a company registered in Abu Dhabi whose principal place of business is at Abu Dhabi National Exhibition Centre, Khaleej Al Arabi Street, P.O. Box 5546, Abu Dhabi, United Arab Emirates trading as Etihad Holidays
Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. In the event that there is anything, which you do not understand, contact Etihad Holidays (or your Travel Agent if you have booked via an agent) for clarification.
3. How to Book
4. Payment
a) Etihad Holidays Packages
b) All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
c) Standalone Hotel, Car and/ or Activity bookings
5. Holiday Price
For UK/EU Customers Only:
Air transportation
Hotel taxes and service fees
Rental car taxes and service fees
6. Changes or cancellation by you
Amendments
a) Amendment fees for Etihad Holidays Packages
Number of days between the booked departure date and the date your request for Revision is received by us
Etihad Holidays Amendment fee
Before 24 hours or more
USD30 per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show
No refund
b) Amendment fees for Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
25 days or more
24 days or less & no show
c) Amendment fees for Standalone hotel, car and/ or Activity bookings
USD25 per booking plus supplier fees (if any)
Transfer of Booking – UK/EU Customers Only:
Important notes:
Cancellations by you
a) Cancellation fees for Etihad Holidays Packages
Number of days between the booked departure date and the written Cancellation is received by us
Cancellation penalty
b) Cancellation fees for all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
c) Cancellation fees for Standalone hotel, car and/ or Activity bookings
d) Standalone Hotel only bookings
e) Cancellation By You due to Unavoidable & Extraordinary Circumstances (UK/EU Customers):
UK/EU Customers:
7. If we have to change or cancel your holiday
•(for Significant Changes) accepting the changed arrangements;.
•If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, receiving a refund for any price difference; or
•cancelling your holiday and receiving a refund of all monies paid to us (excluding any travel insurance).(for Significant Changes) accepting the changed arrangements;..
Significant Changes are limited to changes involving:
• Your departure airport;
• Your destination area;
• A change of accommodation to a lower star grading; or
• Your departure time from your Etihad origin airport, or length of holiday by more than 12 hours (excluding transport delays once you have checked-in).
8. Refunds
9. Our liability to you
10. Your responsibility
11. Insurance
12. Complaints
13. Important Notice
14. Insolvency Protection – UK Customers Only:
15. Prompt Assistance – UK/EU Customers Only:
16. ABTA Membership - UK Customers Only:
Applicable on or after 17 August 2022 until further notice.
Etihad Holidays Booking Terms and Conditions
These Booking Conditions, together with our privacy policy and where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract
“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays
Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
a. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
b. He/she consents to our use of information in accordance with our Privacy Policy;
c. He/she is over 18 years of age and resident in Ireland and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
d. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Please Note: our obligations to you will vary depending upon whether we act as a package organiser in the sale of a package holiday or as a Principal in the sale of single-element bookings (such as accommodation only bookings); our differing obligations are set out below, in four separate sections: Section A contains the conditions which will apply to all bookings. Section B contains the conditions which will apply when you make a booking with us where we act as the package organiser. Section C contains the conditions which will apply where you make a single-element (i.e. accommodation only) booking with us, where we are acting as Principal. Section D then sets out ‘Important Information’ relating to your booking, which you should read carefully (in conjunction with the remainder of the Booking Conditions) before you book.
SECTION A – APPLICABLE TO ALL BOOKINGS
Booking and Paying for your Arrangements
For customers in the EU or Switzerland, your contract is with Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays.
A booking is made with us when you a) tell us that you would like to accept our written or verbal quotation; b) pay us a deposit (or full payment if you are booking within 60 days of departure); and c) we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking.
Upon receipt of our confirmation or any other document, if you believe that any details on the confirmation or any other document are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).
The balance of the cost of your arrangements is due not less than 60 days prior to your scheduled departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in these Booking Conditions will become payable.
Please note, in certain circumstances some airlines or fare types require tickets to be issued at the time of booking, in which case the deposit will be at least the full cost of the ticket which is non-refundable. Some hoteliers also require full payment of accommodation costs at the time of booking and it may not be possible to amend or cancel these arrangements after they have been confirmed. Etihad Holidays reserve the right to re-invoice your reservation should any error or omission be made in computing the total cost of all components/ travel arrangements required.
Accuracy We endeavour to ensure that all the information and prices on our website are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. We do check the information regularly and we will endeavour to tell you of any known changes or errors when you book. If you already have a booking, we will advise you of any significant changes as soon as we can. Special offers may be limited, and subject to availability, and in some cases restrictions or conditions of eligibility may apply. As we do not control the supply of special/free offers they can be withdrawn at any time, so please ask for verification of an advertised offer at the time of booking.
Insurance Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Please note that prices do not include travel cancellation insurance or trip interruption insurance.
Jurisdiction and Applicable Law These Booking Conditions and any agreement to which they apply are governed in all respects by Irish law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of Ireland only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.
Cutting your holiday short If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
Unavoidable and Extraordinary Circumstances In these Booking Conditions, Unavoidable and extraordinary circumstances, means a situation beyond our control (or your control, if you are invoking such a situation), the consequences of which could not have been avoided even if all reasonable measures had been taken, including any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
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 agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of a UEC.
Disabilities We welcome all customers and we endeavour to meet all individual needs. In order to assist you, we must be advised at time of booking of any disability and special requirements and will forward a disability checklist for you to complete and return to us. Special facilities can be requested but may not be guaranteed. It is vital that forms are completed and returned to us within 28 days of booking or 21 days before departure, whichever is soonest. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
Complaints In the unlikely event that you have any reason to complain or experience any problems with your holiday arrangements whilst away, it is essential to take up the matter locally with our supplier or the hotelier (firstly if appropriate) then our local representative who are on hand to assist, and/or our Helpdesk (see your documentation for contact details). Please note we will not reimburse any mobile phone charges to our helpdesk service office.
Most problems or complaints can be resolved while you are away, however if you remain dissatisfied, you must write to us within 28 days of your return to Ireland giving full details of your complaint. You can submit correspondence via An Post or email us at feedback@etihad.ae. We regret we cannot accept liability for any complaints or claims which do not involve death, personal injury or illness, if you fail to notify the complaint or claim in accordance with this clause.
If you’re unhappy with how your complaint is being dealt with and wish to use an alternative dispute resolution service, you can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.
Your Behaviour When you book a holiday with us you accept responsibility for the proper conduct of yourself and your party whilst on holiday. If your actions or those of a member of your party cause damage to the accommodation in which you’re staying, or cause delay or diversion to any flight or other means of transportation, you agree to fully indemnify (i.e. compensate or reimburse) Etihad Holidays against any claim (including legal costs) made against Etihad Holidays by or on behalf of the owners of such accommodation or the operator of such flights or transportation. Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, or other person of authority, your behaviour is causing danger, damage to property or affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen we will not be liable for any refund, compensation or any other costs you may have to pay.
Excursions Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursions or other tours that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
Special Requests If you have a special request for a facility or service e.g. adjoining rooms or low floor, we shall pass these on to the relevant supplier but we cannot guarantee that it will be met and we shall have no liability to you if it is not. We cannot accept any booking which is conditional upon special requests being met.
Financial Security We provide financial security for our ex-Ireland flight inclusive Packages. We do this by way of a bond provided to the Commission for Aviation Regulation in respect of our licence number TA 0801.
Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned
Passport, Visa and Immigration Requirements and Health Formalities It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Department of Foreign Affairs or visit https://www.dfa.ie/travelwise/
Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.dfa.ie/travelwise/
Non Irish passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
Electronic Confirmation Invoices & Electronic Travel Documents Confirmation Invoices and E Travel Documents will be sent electronically using the email address supplied at the time of booking. We will assume that your email address is correct, please notify us immediately if there are any changes. E Confirmations are issued when all components of your booking are confirmed and you will also receive detailed E Travel Documents approximately 21 days before your date of travel. Electronic Confirmations and E Travel Documents may be sent from a different email address therefore you must check your email account (including your spam filters). If you do not receive your Confirmation or E Travel Documents, please call our Customer Support team on 00 353 1 7617475
SECTION B: PACKAGE HOLIDAY BOOKINGS
This section only applies to Package Holidays booked with us as Organiser. Please read this section in conjunction with Section A of these Booking Conditions.
Definition of a Package A “Package Holiday” exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package. Where you have booked a Package Holiday with us, we will accept responsibility for it in accordance with these Booking Conditions as an “Organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992.
Pricing We reserve the right to amend the price of unsold package holidays at any time and correct errors in the prices of confirmed holidays.
The price of your confirmed holiday is subject at all times to variations in:
i.transportation costs, including the cost of fuel; or
ii.dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or
iii.the exchange rates used to calculate your arrangements.
Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.
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 and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus an administration charge of €10.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 8% of the price of your confirmed travel arrangements (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should 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 final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
There will be no change made to the price of your confirmed holiday within 30 days of your departure nor will refunds be paid during this period.
The price of your travel arrangements was calculated using the rate of exchange applicable to the purchase of foreign currency which is used to pay for these supplies. For arrangements which are not Packages, we reserve the right to pass on any cost increases to you in full.
Changes by You If you wish to change any part of your Package after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. We cannot guarantee that such requests will be met. Where we can meet requests, an amendment fee of €50 per person, per amendment, will be payable along with any additional costs imposed by any of our suppliers, including airlines. 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. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable.
You or any member of your party may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 7 days before departure and you pay an amendment fee of €50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Please Note: Certain arrangements may not be amended or cancelled after they have been confirmed regardless of the notice period given to us. In some cases, it may not be possible to offer any refunds for air tickets, hotel accommodation, tours, excursions or attraction tickets which could incur a cancellation charge of up to 100% of that part of the arrangements when cancelled at any time after booking.
Cancellation by You You or any other member of your party may cancel your confirmed package holiday booking at any time before the start of the package. You must notify us in writing. Your notice of cancellation will take effect when it is received by us, from your party leader. As we incur costs from the time we confirm your booking, we reserve the right to pass on these charges and the cancellation charges in the scale below will apply to the other elements of your booking (e.g. any extras, such as transfers, optional tours and car rental). The percentage cancellation charge detailed 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 the person(s) to whom they apply cancelling.
For all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving the Abu Dhabi Grand Prix, Cruises, Safaris, Extended Touring & Self Drive itineraries the following charges will apply:
Period before departure within which notification of cancellation is received by us
Cancellation charge per person cancelling
71 days and over
Deposit Only
70–61 days
25%
60-31 days
50%
30–21 days
75%
Within 21 days
100%
For any other Etihad Holidays package the following charges will apply:
30–3 days
Within 2 days
Please Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
It is not possible to make refunds after departure from Ireland for any services not used or partially unused. In certain cases, the price of your holiday is calculated by reference to the number of occupants of a room. If one of these occupants cancels, not only will there be a cancellation charge, but also the remaining members of your party may have to pay an additional sum. Any name changes will be regarded as a cancellation and rebooking.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Changes and Cancellation by Us As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
Changes: Most alterations will be minor and while we will do our best to notify you of any changes as soon as reasonably possible if there is time before your departure, we will have no other liability to you. Examples of “minor changes” include the following when made before departure:
Occasionally we may have to make a major change to your Package. Examples of “major changes” include the following, when made before departure:
Cancellation: We will not cancel your travel arrangements less than 70 days before your departure date, except for reasons of a UEC or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.
If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:
a. accepting the changed arrangements or
b. purchasing alternative arrangements from us, of a similar standard to those originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or
c. cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.
You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.
Compensation: If we have to make a major change or cancel less than 70 days before departure, subject to the exceptions below, we will pay you the following compensation. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure a significant change or cancellation is notified to you
Compensation per person (excluding infants)
60 days or over
Nil
59-29 days
€20
28–15 days
€30
14–0 days
€40
Please Note: We will not pay you compensation in the following circumstances:
If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.
Our Responsibilities to You in respect of Package Holidays (1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Holidays and Travel Trade Act, 1995 as set out below. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
a. the act(s) and/or omission(s) of the person(s) affected;
b. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
c. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
d. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money, The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death The maximum amount we will have to pay you in respect of these claims is three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(d) Assistance we will provide to you if you are in difficulties on holiday
If you are in difficulties and you have contacted us looking for assistance, we will provide you with appropriate assistance, without undue delay, in particular by:
If the difficulty for which you require assistance was caused intentionally by you or through your negligence, we shall not be liable for the costs of any alternative travel arrangements or other such assistance you require and we reserve the right to charge you a reasonable fee for any assistance we provide, which will not exceed the actual costs we incur.
(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) 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 (b) relate to any business.
(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
(8) In rare cases errors may occur when inputting prices into our reservations system or when printing our brochure. We regret that any contract entered into on the basis of an erroneous price will be void. Accordingly, you cannot seek to rely on an erroneous price when booking a holiday. In the unlikely event of a booking being made following a systems error we will advise you as soon as possible and offer you the choice of either a cancellation with a full refund or continuing with your arrangements upon payment of the difference in price applicable.
(9) The carriage of passengers and their baggage by air will be subject to the Conditions of Carriage of the carrier concerned.
Delays, Missed Transport Arrangements and other Travel Information The Package Travel Regulations provide that in the event that you experience difficulty on the occurrence of circumstances described in clauses 22 (2) (a) (b) (c) or (d) of these booking conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.
We cannot accept liability for any delay which is due to any of the reasons set out in clause 9 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).
Please note the existence of a “Community list” (available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.
This website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
Infants Infants under the age of 2 years on the date of outbound travel pay a reduced cost (on Economy flights) as long as they sit on an adult’s lap. Please note infants DO NOT have a separate baggage allowance. Any charge for the cot in the hotel room and for food has to be paid by the guest directly to the hotel. Cots cannot be guaranteed. We are unable to process requests for infant carry cots and infant seats which attach to the carry cot position. These infant facilities are never guaranteed and must always be booked direct with Etihad Airways on 00 353 1 6569900
SECTION C – SINGLE ELEMENT BOOKINGS
This section applies to all single element bookings (i.e. accommodation only bookings) where your contract is with us. Please read this section in conjunction with Section A of these Booking Conditions.
Changes Made by You If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of €50 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. 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. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable (see below).
Please note: Certain arrangements may not be amended, even to change a name, after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
In this Section & Section D: 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. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control. 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 agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.
If You Cancel Your Booking If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Cancellation charges for the arrangements will be as follows:
71 days or over
70-57 days
€10
56-29 days
If We Change or Cancel Your Booking We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
Very rarely, we may be forced by "force majeure" to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
Our Responsibilities (1) Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from: -
a. the act(s) and/or omission(s) of the person(s) affected; or
(a) loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is €25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death
The maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.
(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
SECTION D – Before You Travel - Important Information
Assistance If you experience any problems with your holiday arrangements whilst away, please contact your hotelier/supplier to resolve the issue locally or contact our Helpdesk (see your documentation for contact details). Please note we will not reimburse any call charges to our helpdesk service which have been made from a mobile telephone.
Car Rental Requirements Drivers must be at least 21 years of age and in possession of valid ID and a full clean valid drivers licence (not an International Driving Permit or Provisional Licences) and a major credit card. Drivers 21-24 years of age will be surcharged directly by the car rental company. Drivers over 75 years must seek specific confirmation of conditions before booking to avoid rental refusal when collecting the rental car. Unless pre-purchased, car rental does not include CDW/EP insurance, petrol, taxes etc., which are payable directly to car rental company. Each day’s rental is based on a 24-hour period, with additional hours subject to surcharge.
Car Rental Upgrades Vehicle upgrades arranged locally at rental stations will be charged at a daily rate, which may be considerably higher than the Etihad Holidays upgrade fees offered at the time of booking. Any local fees will be printed on the Rental Agreement, which you should check carefully before leaving the depot. Etihad Holidays will not be liable for any additional costs incurred as a result of your decision to upgrade or purchase optional extras locally.
Credit Card Payment We accept payment by credit card; however credit card charges do apply. Payments via debit card do not incur charges. We cannot accept a credit card payment provided by a 3rd party who is not a named passenger on the booking. If multiple parties are travelling on one reservation, and the payment is being split between those parties the name and billing address for each card holder is required.
Currency & Credit Cards Credit cards now work in most destinations but check with your bank to ensure your choice of card will be accepted when you are on holiday. We recommend you carry some cash and at least one credit card, as you will be asked for an imprint of your card upon arrival at any hotel.
Data Protection Statement Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may be passed to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in Ireland We will only pass your information on to persons responsible for your travel plans. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to process your booking. In making this booking, you consent to this information being passed on to the relevant persons).
Flight Check-in Times Given the increase in pre-flight security screening the check-in time for all flights commences 3 hours prior to departure. As the scheduled departure may be brought forward for operational reasons we recommend you check your departure time on www.etihad.com or by contacting the airline directly, 24 hours before departure. Recommended check-in time for domestic and regional flights is 2 hours before the scheduled departure times. Etihad Airways offers online check-in via their website www.etihad.com
Flight Delays and Cancellations Etihad Holidays will not accept liability, or pay compensation for (or as a consequence of) long haul / domestic flight delays. The airline will assist by allocating you seats on the next available flight and where appropriate provide overnight accommodation. For travel delay compensation please refer to your travel insurance policy.
Under EU Law, you do have rights in certain circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not entitle you to a refund of your holiday price from us. Your rights to a refund and/or compensation from us are set out above. If the airline does not comply with these rules you should contact the Commission for Aviation Regulation at www.aviationreg.ie.
Flights Delays & Cancellations (Non European Union Carriers) Etihad Airways are a Non EU Carrier and passengers who are travelling with a Non EU carrier departing from a Non EU airport are not covered by the EC Regulation 261/2004: Denied Boarding, Cancellation & Delay. We strongly recommend that passengers should ensure that their travel insurance provides adequate cover and does not exclude expenses incurred as a consequence of flight cancellation and lengthy delays, including any living costs which may arise due to force majeure situations, particularly those caused by extreme weather conditions.
Flight Luggage Allowance & Additional Baggage Charges The luggage allowance on intercontinental services varies from airline to airline and cabin class with regards to weight and size. In addition, the vast majority of airlines now permit only one piece of checked baggage free of charge and extra baggage will be accepted on payment of the appropriate charge to the Airline either before or at the time of travel. Some Airlines will charge for all luggage on flights booked as a published fare and also on some Domestic flights. Please carefully check the Airlines website regarding the applicable baggage charges, allowances and restrictions before you travel, as fees are payable at the time of check-in, and they are subject to change.
Flight Meal Requests & In Flight Catering The majority of airlines require at least 48 hours’ notice for any special meal requests, including children’s and vegetarian meals. We strongly recommend that you contact the airline directly, however, such requests cannot be guaranteed. Complimentary in-flight catering and non-alcoholic beverages are usually provided on transatlantic flights only. The knife and fork symbol on the airline documents is purely an indication that food will be available, it does not signify that a complimentary meal service will be offered.
Flight Reconfirmation Unavoidable last minute changes to scheduled flight times can occur at any time (even after the documents have been issued). It is recommended that you reconfirm every flight with the relevant airline 24 hours prior to departure.
Flight Seat Requests We are unable to guarantee any seat requests for specific seating arrangements and it may not be possible to obtain seats together. If you have a specific seating requirement or wish to be seated together you must contact Etihad Airways directly on 00 353 1 6569900. All flights are non-smoking. We cannot accept any booking that is conditional upon special requests or seat allocation requests being met. Etihad Airways offer online check-in via the website.
Flights - Scheduled and Charter Airlines & Codeshare Partners Air transportation is by scheduled service of IATA member airlines. All details are correct at time of going to press and are liable to change at any time. Our confirmation invoice will detail the airline operator, origin/destination airports and provisional timings of reserved flights. Information on aircraft type, flight routings and timings of designated flights provided at time of booking is subject to change. Changes to the schedule or flight time will be advised on your final E Travel Documents but it is possible that further changes can occur. It is recommended that you reconfirm every flight with the relevant airline 24 hours prior to departure. Airlines reserve the right to substitute alternative aircraft and/ or airlines at any time. Scheduled flight timings, and days of operation are subject to change. We will advise you of any significant change as soon as we are informed by the airline.
Any change in the identity of the carrier(s), flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges.
Please be aware that some promotional fares and published fares of schedule airlines, require full payment at the time of booking and are non-refundable, this may increase the deposit required to confirm your booking. It is essential that at the time of booking passenger names are an exact match with names as they appear in passports.
It is common practice for scheduled airlines to use a code-share-system which may include you flying with a partner airline. Where this situation occurs, it is not classified as a major change.
Health & Travel Advice When travelling in the Far East & Middle East inoculations will generally be recommended dependent on the destination. Health facilities, hygiene and disease risk vary and do remember that many places in the Far East & Middle East can be regarded as “Third World”. You should take health advice about your specific needs and ensure that vaccinations and/or preventative medication such as malaria tablets are taken as per the recommended timescale to be fully effective before you arrive at your destination. For the latest information please check with your GP for government advice on your destination see www.dfa.ie
Further, if you participate in any activity (including any sports, water sports or winter sports) whilst on Holiday such participation is at your own risk and it is your own responsibility to obtain the relevant insurance. For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays.
Honeymoon and Anniversary Offers Honeymoon and Anniversary offers which appear within the hotel description are provided on a goodwill basis by the hotelier and may be changed or withdrawn; some offers are also subject to local availability. If you are celebrating a honeymoon or anniversary and meet the conditions of the offer do ensure that this is registered at the time of booking. You will be expected to provide official verification so you should travel with your Marriage Certificate.
Hotel Accommodation Hotel prices are generally based on 2 adults sharing a room. Child or 3rd/4th adult prices may be based on the existing bedding in the hotel room. While some double rooms in the hotels have two double beds, this is not always the case and, depending on the size of the hotel rooms, some may only have one double bed or two single beds. Please note most rooms DO NOT provide three single beds. A cot or rollaway bed will usually incur an extra charge. All accommodation (unless stated otherwise) is based on the category stated which may be located in any part of the hotel. In general, rooms are available by 3pm on the day of your arrival and should be vacated by 11am on your departure. In most hotels, the minimum check-in age is 18 years. Many hotels are keen to encourage a healthy environment and it is common for properties to adopt an entirely smoke free policy.
Hotels (All Inclusive) Hotels often place restrictions on restaurants and meal arrangements. All-inclusive does not necessarily mean that unlimited food and beverages are available 24 hours a day. Not all bars and restaurants operate on an All Inclusive basis. Cash bars may operate once All Inclusive bars close. Individual hotels operate different policies and full details will be provided locally. You may have to wear a wristband or carry ID to qualify for the full range of benefits. If your wristband/ID is lost, the hotel may charge for a replacement.
Hotel Building and Development Work Many cities and hotels change and develop constantly. We have no control over building work, but we will do our best to tell you about any specific work going on at your accommodation, if there is time before you go on holiday. We are reliant upon information received from the hotels and the details provided by them. Please do bear in mind, however, that it is extremely difficult to foresee the extent, nature and effect of any such activity at a particular time.
Hotel Ratings Hotel categories and ratings are taken from our own rating system, rather than any official categorisation, so you can see at a glance, the relative standard of each property.
Hotel Resort Fees and Hotel Charges Many hotels apply resort fees to cover items such as local newspapers, room safe, use of the gym etc. Resort fees are paid locally and are also subject to increase or change at any time. When checking out of your hotel check your bill and raise any queries with the Front Desk staff before your departure. Most hotels take an imprint of your card on arrival so you can charge items, such as room service, mini bar, and restaurant incidentals and telephone calls etc. to your room bill. It is a standard requirement for a hotel to get a pre-approved credit limit authorisation for a reasonable sum based upon your length of stay and standard of hotel. Although the hotel will not make charges to your credit card until you check out, the pre-authorisation may reduce the available spending limit on your card. You may wish to temporarily increase your card limit before leaving Ireland.
Marriages and Renewal of Vows Whilst resorts welcome all guests local laws may prohibit same sex marriages and/or renewal of vows.
Middle East - The Culture & Local Traditions The UAE and Oman are a melting pot of cultures and tradition is highly important therefore you will find it stricter when it comes to dress code and social conduct in public. It is advisable for visitors to adopt a modest dress code in public places. Shorts, miniskirts and skimpy clothing in general should be avoided in public places such as shopping malls, restaurants or around the city. As in all Muslim countries public displays of affection such as kissing are not appropriate at any time. This form of greeting and intimate behaviour in public places is deemed disrespectful and may be subject to legal actions. Careful consideration should be shown when taking photographs in public areas. Permission should be sought while photographing malls, government and private premises, military camps and also when taking photographs of anybody who is not known to you.
Ramadan The Muslim holy month of Ramadan lasts for approximately 30 days, and the timing changes every year because it is dependent upon the sighting of the moon, and we advise you to check for specific dates. During Ramadan, it is forbidden to eat, drink or smoke in public places (which include hotels) between sunrise and sunset and live entertainment, loud music and dancing is not permitted. Hotels do usually provide a private area where non-Muslims can eat during the day. Alcohol is generally available in hotels after sunset. After sunset Ramadan tents spring up serving traditional food and drink while the town centres bustle with life until late at night, as people go out to coffee shops, souks and malls to meet family and friends.
Passports, Visas/ Proof of Citizenship It is the passengers` responsibility to be in possession of a valid machine readable passport and/or visa if required. This applies to children and babies. Your passport must be valid for six months beyond the duration of your stay, and visas may be required. Requirements may change and you must check the up to date position in good time before departure. 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 correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. These guidelines apply only to holders of Irish Passports. Travellers who do not hold an Irish Passport should check the passport and visa requirements with the relevant overseas Embassy, ensuring they allow adequate time to complete formalities before the date of departure.
Seasonal Changes & Public/National Holidays Some destinations may experience certain times of the year when their resorts have lower occupancy levels. There are also Public, National holidays and local festivities when services may be disrupted. Should a feature be considered by you to be crucial to your holiday enjoyment it is essential you declare your specific interest/requirement at the time of booking to enable us to verify, and confirm in writing, the availability of such a desired feature. We are unable to provide all details of National or Public holidays or any local festivities which may take place during your stay. Please contact the relevant tourist office for details.
Transfers Transfers are not included in the price of your holiday, unless otherwise advised. Airport transfers are available at a supplement and are based on a seat in a shuttle bus. Shuttle services do not usually operate between midnight and 07.00 a.m. Private transfers may also be arranged, additional fees apply. Some private transfers are compulsory and will be included in the hotel costs. Transfers in the Maldives are operated by either speedboat or seaplane and bookings are compulsory as part of the package. Please enquire at time of booking or read the booking information online.
Travel Documents Confirmation invoice and “E” Travel documents will be sent electronically using the email address supplied at the time of booking. If you do not receive your E- documents, please call our Customer Support team on 00 353 1 7617475. Documents will not be issued until full payment has been received. In the event that we are asked to reissue travel documents and we agree to do so, an administration charge of €25.00 per person will be payable by you.
Weather All parts of the world can be prone to erratic changes in weather patterns and many of the destinations featured have a tropical climate where heavy rainfall and strong winds occur. During monsoon season there may be more rain than sunshine. Some parts of the world are occasionally affected by hurricanes, tropical cyclones, bush fires, dust storms and unusual levels of rainfall, and floods. Local tours and services may be affected by the weather. We cannot be held responsible for the weather, but will lend appropriate assistance if required. Should your travel arrangements be affected by weather conditions Etihad Holidays will endeavour to assist and offer practical support, however, such occurrences are treated as ‘force majeure’ and we shall not be liable for any changes to your itinerary or arrangements.
Customer Support – 00 353 1 7617475
Applicable on or after 08 June 2022 until further notice.
“Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC
“Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number in the party, , and/or the termination of the entire trip. All other changes to a reservation constitute an “Amendment”;
“EU Customer” is a person whose place of habitual residence is in the EU, provided that also the place of departure of the Holiday is also in the EU
“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays;
“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “Germany” means the Federal Republic of Germany and “EU” means the European Union; and
Hotel price, hotel taxes and service fees
Rental car
To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance. Cancellation is defined as a change to the departure date, a change in name (exceptions may be permitted for small corrections, i.e. name changes up to 3 letters), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip. All other changes to a reservation constitute an amendment. All amendments are subject to availability and the terms and conditions at time of booking and the airline conditions of carriage as applicable.
EUR 30 per booking plus supplier fees including air fees (if any)
No amendment possible
EUR [30] per booking plus supplier fees including air fees (if any)
EUR [30] per booking plus supplier fees (if any)
Transfer of Booking –EU Customers Only:
EUR30] per booking plus supplier fees including air fees (if any)
EUR [25] per booking plus supplier fees (if any)
e) Cancellation By You due to Unavoidable & Extraordinary Circumstances (EU Customers):
• (for Significant Changes) accepting the changed arrangements;
• If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, receiving a refund for any price difference; or
• cancelling your holiday and receiving a refund of all monies paid to us (excluding any travel insurance).
14. Insolvency Protection – EU Customers Only:
Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302
If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online www.ipplondon.co.uk/claims.asp
“HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:
You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI CAR IRELAND V1-21 by contacting: Telephone: +31 103120666
Email: ippclaims@nl.sedgwick.com or online at https:/www.ippmalta.com/claims.asp
If you book arrangements other than a package holiday from us, your monies will not be financially protected. Please ask us for further details.
15. Prompt Assistance – EU Customers Only:
“Airline” or "Etihad Airways" means Etihad Airways PJSC the national airline of the UAE
“Booking “means the reservation of one or more Package Holiday by the Travel Agent
“Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number of parties, and/or the termination of the entire trip. All other changes to a reservation constitute an “Amendment”;
"EU" means the European Union
“Holiday” means the Package Holiday booked by you or on your behalf with us; “Lead Name” means the first named customer on any Holiday booking;
"Package Holiday" has the meaning set out in Article 1 of the Swiss Federal Act on Package Travel of 18 June 1993 (RS 944.3);
“Standalone” means a booking for hotels, rental cars and/ or Activities without a flight;
"Switzerland" means the Swiss Confederation;
“UAE” means the United Arab Emirates, ; and
For EU/Swiss Customers Only:
Transfer of Booking –EU/Swiss Customers Only:
· All Holidays to Maldives, Seychelles and Mauritius are non-refundable if cancelled within 90 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.
EUR [●25] per booking plus supplier fees (if any)
· During Public Holidays and over Special Events stricter conditions may apply for some hotels and suppliers. Cancellation terms & conditions specific to your booking will be advised and confirmed at time of booking.
· For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact your Etihad Holidays Agent for details.
· For any groups of ten or more customers travelling together special terms & conditions apply, which will be advised during the booking process.
· For all Standalone Hotel only bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date. For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at time of booking. In addition to fees imposed by suppliers, Etihad Holidays is charging a fee for all amendments and cancellations.
· We will do our utmost to deliver your Holiday as booked. As we plan the arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do this at any time.
· If we have to make a Significant Change (as defined below) or cancel your holiday in circumstances where there has been no Force Majeure, we will notify the Lead Name or your Travel Agent as soon as practically possible and you will have one of three options to choose from, within the notified period:
• A change of accommodation to a lower star grading;
• An increase of 10% or more of the price of your Holiday; or
· EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.
· In cases where any part of your Holiday is on a request basis, the deposit or final payment will only be refunded in full if Etihad Holidays is unable to confirm the booking and no cancellation charges apply to any confirmed components of the Holiday.
· No refunds will be available on unused services.
· Subject to the above conditions, refunds if any will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.
· Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Etihad Holidays for Holiday packages which will be refunded in the form of a cheque to the original payee on presentation of valid identification.
· We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If any part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation besides a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. As far as we could not remedy the defect due to a culpable omission of the notice of defects, you can neither assert claims for reduction nor claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages, which are not bodily injuries, is limited to two times the travel price, as far as a damage of the traveler was not caused culpably. For all claims for damages directed against us from unlawful acts, which are not based on intent or gross negligence, the liability for property damage is limited to the amount of three times the travel price. These maximum liability sums apply per traveler and holiday.
· We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unavoidable and extraordinary; (iii) Force Majeure.
· A claim for damages against us is limited or excluded to the extent that a claim for damages against the service provider can only be asserted under certain conditions or restrictions or is excluded under certain conditions due to international conventions to which the Warsaw/Montreal Convention (international air travel) and the Paris Convention (hotel brokerage) belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.
· You should note that the acceptance of any liability on our part in any circumstances is subject to the amount of any claim against Etihad Holidays being reduced by any amount paid to the claimant from time to time for the same claim such as (i) any employee, agent or supplier of Etihad Holidays who is in any way responsible for the death, injury or illness you suffer and / or (ii) under any relevant insurance policy held by the claimant.
· It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
· We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory.
· We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
· You must ensure that you and all customers named on your Holiday booking have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements. You are solely responsible for all such costs, delays and illness. Please check with the appropriate tourist board/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in good time before you depart. For Swiss customers, further information on vaccinations and other health advice whilst traveling abroad can be found on the website of Safetravel (www.safetravel.ch) .
· You are responsible for providing all information to us which we or any airline or other carrier or customs or governmental body may require. This may include information about your name, passport number, nationality, date of birth, gender, country of residence, travel history, occupation, home address, point of origin, final destination and address at destination. Please see our Privacy Policy https://www.adnecgroup.ae/privacy-policy for further information on how we process your personal data.
· You are responsible for ensuring that any existing medical conditions or disabilities, which may require assistance, are declared to us before you book your Holiday or, if newly diagnosed, before the date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you or any customers named on your Holiday booking as a passenger if this information is not made known to us. In all circumstances it remains your responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have booked and undertaken and also that you have taken the relevant travel and medical insurances. We reserve the right to ask for further medical information from you if you notify a health matter to us and to refuse or cancel your Holiday in our absolute discretion.
· You are responsible and liable for the behavior of yourself and all customers named on your Holiday booking. We or our suppliers reserve the right to refuse your booking or to remove you and/or any customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday booking is reasonably deemed to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred by you or any customers named on your Holiday booking under these circumstances, and there may be criminal prosecution.
· You are reminded that Captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The Captain or other authorized representative of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your Holiday will terminate immediately and will be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
· If you participate in any activity (including any sports, water sports or winter sports) whilst on Holiday such participation is at your own risk and it is your own responsibility to obtain the relevant insurance.
· If you receive any medical services whilst on Holiday you acknowledge and agree that such services shall be taken at your own risk and it is your own responsibility to consult appropriate health professionals on any matter relating to your health and well-being.
· We plan all the Holiday arrangements with great care, and in the unlikely event of a complaint about any aspect of your Holiday, it should be reported immediately to the Etihad Holidays’ local representative or to the Etihad Holidays Sales & Service Team (+ 0035317617475 who will give a priority response to resolve in-resort issues.
· Should the matter not be resolved while you are on Holiday, any complaint must be submitted immediately in writing to your Travel Agent or Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays., or by e-mail to feedback@etihad.ae
· ADR – EU Customers Only: You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
· Etihad Holidays, its employees, officers, directors and shareholders (collectively, “Etihad Holidays”) and those of its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
· In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. The information may also be provided to security and credit checking companies, public authorities including customs and immigration to the extent necessary for them to fulfil their services and as far as required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent’s data protection policy.
· The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.
14. Insolvency Protection
Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302 and/or the Swiss Package Travel Act equivalent.
Email: ippclaims@nl.sedgwick.com or online at https://www.ippmalta.com/claims.asp “
15. Prompt Assistance – EU and Swiss Customers Only:
· If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.
“Airline” or “Etihad Airways” means Etihad Airways PJSC the national airline of U.A.E.
“Booking” means the reservation of one or more Holiday Packages by the Travel Agent
“Booking Conditions” means the present terms and conditions of the Booking
“Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number of the parties/travelers, and/or the termination of the entire trip. All other changes to a reservation constitute an “Amendment”;
“Etihad Holidays”, “we” or “us means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays Telephone +971 (0)2 599 0700;
“Force Majeure” means any situation or unusual circumstance beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken, including but without limitation war or threat of war, terrorist activity, adverse weather conditions, industrial dispute, significant risks to human health such as the outbreak of a serious disease at the travel destination, closure of airport or technical difficulties;
“Holiday” means the Package Holiday booked by you or on your behalf with us;
“Package Holiday” has the meaning set out in article 3 para. 2 of Greek Presidential Decree 7/2018, as in force, implementing article 3 para. 2 of the Directive (EU) 2015/2032 on package travel and linked travel arrangements;
“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “Germany” means the Federal Republic of Germany, “Greece” means the Hellenic Republic and “EU” means the European Union; and
“You” means any customer who is or may be considering the booking of the Holiday and includes all customers named on your Holiday booking who are booking jointly.
Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. In the event there is anything, which you do not understand, contact Etihad Holidays (or your Travel Agent if you have booked via an agent) for clarifications.
The Booking confirmation, these terms and conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, form the entire contract between you and us. All Holidays are subject to availability and these Booking Conditions. In the event of any conflict between these Booking Conditions and any of the brochures, price booklets, separate publicity material or our website, the Booking Conditions will prevail.
· You need to be aware that the Booking Conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.
· By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the Booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
· These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase and use during your Holiday.
· A contract between you and us shall be considered concluded and you will be deemed to have agreed to these Booking Conditions as soon as your Holiday is booked, a deposit has been paid and we have issued a confirmation or receipt to you or to your Travel Agent.
· The Lead Name guarantees that he or she has full authority to make the Holiday booking on behalf of all customers named on the Holiday booking and guarantees to pay all sums which are or may become due in relation to such Holiday.
· Prices are quoted in the currency as determined by your country of booking.
· Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions are already included in the travel price (as set out in section 5).
· All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change upon notice to you at least twenty (20) days prior to the commencement of the Package Holiday.
· Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US closes 2 hours before departure for guests who are commencing their journey from Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or Cancelation. All other airline terms and conditions of carriage apply as standard(please refer to www.etihad.com/en-ae/legal/conditions-of-carriage/ ).
· Provision of airport/hotel transfers and unique activities pre-require the timely receipt of the complete passenger flight itinerary. If you have made a hotel booking and fail to provide to Etihad Holidays the complete flight itinerary prior to the issuance of your travel documents, Activities, if purchased, will not be provided and there will be no refund for this unused service.
· All international travelers must present a lawfully issued passport that is valid for at least six months from the date of re-entry. It is your responsibility to provide proper documentation to Etihad Holidays and/or the Airline and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require additional documentation for children traveling without their legal guardian beyond what is required by the local law of the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 (0)2 599 0700 (outside the UAE) or info@etihadholidays.com for more details.
· Room photographs shown are for informational purposes only and may not depict the actual category of rooms purchased.
· These Booking Conditions and any contract between you and us shall be governed by Greek law.
· Both you and we confirm that the courts of Athens, Greece shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or the contractual relationship arising thereof.
· Prior to the conclusion of a contract with Etihad Holidays for a particular Holiday , you shall be provided with the respective standard information of the Holiday by means of a relevant form as set out in Part A of Annex I of Directive (EU) 2015/2302 as well as the information mentioned in article 5 para. 1 of Directive (EU) 2015/2302.
· A Holiday booking can be made online on our website www.etihadholidays.com , directly with Etihad Holidays Sales & Service Centre via:
i. Toll-Free number 800 2324 (within the UAE)
ii. Local rates 0345 600 8118 (within the UK)
iii. All other countries +971 (0)2 599 0700 (outside the UAE)
iv. or through your preferred Travel Agent.
· When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent, who shall forward the respective messages, requests or complaints to Etihad Holidays without undue delay. Etihad Holidays bears no responsibility or liability of any ex parte communication between you and the Travel Agent. In that case, any amount paid by you to the Travel Agent are held by the Travel Agent as your agent until the booking is accepted and confirmed by Etihad Holidays.
· We accept cash, credit/ debit cards and Etihad Guest Miles.
· Once full payment has been received for a confirmed booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.
· A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of Booking unless specified otherwise. Any non-refundable components of your package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full balance by the aforementioned due date we will treat the booking as cancelled by you, in which case you will be obliged to pay the cancellation charges as described in section 6 of these Booking Conditions.
· . Separate payment policies apply to holiday or special event departures.
· At the time of credit/debit card payment, Etihad Holidays may split the payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.
b) All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Special Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
· A non-refundable deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30 days before your departure date. If we do not receive the full balance by the aforementioned due date we will treat the booking as cancelled by you, in which case you will be obliged to pay the cancellation charges as described in section 6.6 of these Booking Conditions.
· Separate payment policies apply to holiday or special event departures.
· At the time of credit/debit card payment, Etihad Holidays may split the payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
· All Standalone Hotel, Car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.
· Prices do not include any passport, visa and health protection fees, the provision of cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals as well as the handling fees and items of a personal nature unless otherwise agreed. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. The promotional Activities have no monetary value and are non-refundable if not provided or used. All amenities and facilities provided for a particular property may not be available in every room category. Special room requests will be communicated to the competent party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the competent public authority and are not included in the price.
· Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us, you will need to make your own arrangements at least 72 hours before your departure to avoid service implications.
· If you receive a fee quote from us for a specific booking, but you do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
For EU Customers Only:
· Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the Holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the Holiday. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your Holiday, excluding insurance premiums and any amendment charges for additional services or travel arrangements. You will be charged for the amount over and above 2% of the Holiday. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed Ηoliday (excluding any insurance premiums, amendment charges for additional services or travel arrangements), you will have the option to: a) accept to pay the respective increase or b) terminate the Booking without paying cancellation fees. In the latter case, you may also accept another Package 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 in case such Package Holiday cannot be offered by us or is not accepted by you, you will receive a full refund of all sums paid to us within 14 days as of the cancellation of the Booking, except for any insurance premiums and any amendment charges for additional services or travel arrangements. You may exercise your aforementioned rights within 7 days from the date that the respective increase of more than 8% of the price of the Holiday is notified to you by us. In case you do not reply within the aforementioned deadline, your silence will be considered as refusal to the above change and thus, termination of the Booking. Should the price of your Holiday be decreased due to the changes mentioned above (i-iii), then a fee of EUR 10 will be deducted from the refund you will receive for administrative expenses. However, please note that Package Holidays are not always purchased in local currency, thus some apparent deviations in the price shall have no impact on the price of your travel due to contractual or other protection in place. There will be no change to the price of your confirmed Holiday within 20 days as of your departure nor will refunds be paid during this period due to price changes.
· Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change the details of your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment of the airfare. In case you wish to change your flight itinerary after the issuance of tickets, increased airfares, additional surcharges, or non-changeable & non-refundable flights may result.
· Airline baggage allowance will be as per the fare type purchased as part of your Package Holiday. Please note that baggage allowances can vary significantly with respect to size and weight restrictions depending on the airfare type. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your Travel Agent or contact the respective airport and airline prior to travel.
· Please refer to Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/ . Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or Affiliates and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
· Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive Package Holiday, plus any additional bonus miles where applicable. Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please mention your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 (0)2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking of the Holiday for another date is possible.
· EU Customers – Cancellation/Flight delays: If you miss your flight due to cancellation or delay beyond its scheduled time of departure provided that such delay is expected to last i) two hours or more in the case of flights of 1500 kilometers or less, or ii) or three hours or more in the case of all intra-Community flights of more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers or iii) for four hours or more in the case of all flights not falling under (i) or (ii) you must contact us or the airline or other transport supplier concerned immediately. Under EU Law, in all above circumstances as well as in case of denied boarding, you have rights to refunds and/or compensation and/or care (e.g. provision of meals, accommodation, transport etc.) from the airline. Full details of these rights are depicted in the Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 which can be found in https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=celex:32004R0261 and must be also published at EU airports. In case of cancellation or denied boarding, the airline must provide the travelers with a written notification of their rights. If the Airline does not comply with its above obligations you have the right to complain to the Civil Aviation Authority (applicable regulatory body for aviation in Greece) about an alleged infringement of the above provisions. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Holiday Price from us.. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
· Etihad Holidays books hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two fees to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In order to facilitate your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and charged to you. The amount charged to you also includes a fee as remuneration to Etihad Holidays for services in connection with the handling of your reservation.
· It is expressly clarified that Etihad Holidays does not operate as the retailer collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as retailers, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to them. Some retailers may charge you with a “resort fee” or “city tax” upon check in.
· Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), underaged driver charges if under the age of 18, or airport charges, which are payable directly to the rental car company. Rental car drivers must be at least 18 years old. A valid driver’s license and an international credit card issued in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance..
· If you wish to change your Booking after a deposit has been paid, the Lead Name should contact their Travel Agent if they booked via a Travel Agent; or Etihad Holidays if they booked directly; and subject to availability, we will try to meet the request. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:
Time of cancellation prior to departure
24 hours or more
Within 24 hours & no show-up
Time of cancellation
24 days or less & no show-up
Within 24hours & no show-up
· Etihad Package Holidays: If you are prevented from travelling or do not wish to travel, you may transfer your Holiday to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; (ii) we are notified promptly on a durable medium not less than 7 days before departure; (iii) you or the alternative travelerpay any outstanding balance payment, an amendment fee of EUR [30] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all the above sums. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. No refunds will be given for passengers not travelling or for unused services.
· Many suppliers, particularly airlines, cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels do not allow us to change names or travel dates and impose full cancellation charges for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
· In the above case, we will pass these charges on to you, in addition to our administrative charges. Some accommodation types, particularly self-catering, cruise ship cabin and hotel rooms with reductions for more than three (3) people are priced according to the number of occupants. If fewer people travel than originally booked there will be extra charges to pay, which will be advised to you when you make the respective changes.
· If you or any customer named on your Holiday Booking wishes to cancel your booking once the booking has been confirmed and an invoice or receipt has been issued, the Lead Name must notify their Travel Agent (or Etihad Holidays directly if the booking was made directly through Etihad Holidays) in writing. The cancellation charges you will be required to pay will be calculated on the basis of the date we receive the written notification on the cancellation of the Booking before the start of the package and the expected cost savings and income from alternative deployment of the travel services. We incur costs from the time you make your Booking and you agree that if you cancel your Booking, you will compensate us for our expenses and losses as per the table and paragraphs below or if greater (for example if cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels are concerned) the cost borne by us as a result of your cancellation. In the above case, we will reimburse any payments made by you or on your behalf for the Holiday minus the aforementioned cancellation fee not later than 14 days after the Holiday is cancelled. Please note we cannot refund amendment fees or insurance premiums. We strongly recommend that you conclude comprehensive holiday insurance which includes cancellation coverage.
· Cancellation charges vary according to the type of Holiday booked and the specific hotels and products provided. You will be notified at the time of booking of the specific cancellation terms and conditions for each case.
Cancellation fee
· During Public Holidays and over Special Events stricter conditions may apply for some hotels and suppliers. Cancellation terms & conditions specific to your booking will be notified and confirmed at time of booking.
· For your own interest we strongly recommend that you arrange to conclude a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact Etihad Holidays or your Travel Agent for details.
· For any groups of ten or more customers travelling together special terms & conditions apply, which will be notified during the booking process.
· For all Standalone Hotel bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date. For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at the time of booking. In addition to fees imposed by suppliers, Etihad Holidays shall charge a fee of for any amendment and cancellation depending on the type of the Standalone Booking, save for the case mentioned below in (e).
· EU Customers Only: You have the right to cancel your confirmed Holiday before departure without paying a cancellation fee in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the sums you have paid but we will not be liable to pay you any additional compensation. For the purposes of this clause, “unavoidable and extraordinary circumstances” shall have the meaning set out in article 1 hereof (“Definitions”).
7. If we have to change or cancel your Holiday
· If we have to make a Significant Change (as defined below) or cancel your holiday in circumstances where there has been no Force Majeure, we will notify the Lead Name or your Travel Agent as soon as practically possible and you will have one of three options to choose from, within notified reasonable period of time set by us:
• accepting the changed arrangements;
• If available, transferring to another holiday offered by us of an equivalent or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, receiving reduction at the price; or
• cancelling your Holiday and receiving a refund of all monies paid to us (excluding any travel insurance) without paying cancellation fees.
· EU Customers: Where we have to cancel your Package Holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your Holiday due to Force Majeure, or due to the fact that the number of persons enrolled for the Holiday is smaller than the minimum number agreed and provided that we notify you of the cancellation no later than : (i) 20 days before the start of the package in the case of trips lasting more than six days; (ii) seven days before the start of the package in the case of trips lasting between two and six days; (iii) 48 hours before the start of the package in the case of trips lasting less than two days.
· In cases where a part of your Holiday is on a request basis, the deposit or final payment for the provision thereof will only be refunded in full if Etihad Holidays is unable to confirm the booking and no cancellation charges apply to any confirmed components of the Holiday.
· Subject to the above conditions, refunds, if any, will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays, unless otherwise provided for in the present.
· Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Etihad Holidays for Holiday packages which will be refunded in the form of a cheque to the original payee upon presentation of valid identification.
· We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If a part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation and a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. In case we are not notified of the defect and as a result, not remedy the incompliance, you will not be able to assert claims for reduction or claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives, proxies and agents. Our liability for damages, which do not harm the life, health, freedom or honor of the suffering party, is limited to three times the Holiday price, as far as a damage of the traveler was not caused culpably or due to gross negligence. These maximum liability sums apply per traveler and per Holiday.
· We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with us and the provision of the Holiday; (iii) Force Majeure.
· A claim for damages against us is subject to the possibility of prior filing of a claim for damages against the service provider under to the provisions of international conventions to which the Warsaw/Montreal Convention (international air travel) and the Convention on the Liability of Hotel-keepers concerning the Property of their Guests belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.
· We note that the acceptance of any liability on our part is in any circumstances subject to reduction by any amount already paid to the claimant from time to time for the satisfaction of same claim (i) against any employee, agent or supplier of Etihad Holidays who is in any way responsible for the death, injury or illness you suffer and / or (ii) under any relevant insurance policy held by the claimant.
· It is a condition of our acceptance of liability under this clause that you notify any claim to us) strictly in accordance with the complaints procedure set out in these conditions.
· We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, statutory or by way of any other legal theory.
· We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website as indicatively any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
· EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of an equivalent standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, the persons accompanying them, pregnant women or unaccompanied minors, as well as persons in need of special medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday.
· You must ensure that you and all customers named on your Holiday booking have valid passports, any appropriate visas and vaccinations. You are exclusively liable for any costs, delays or illness resulting from your failure to meet these requirements. Please liaise with the competent authority/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in reasonable time before you depart. For Greek customers, further information on vaccinations and other health advice whilst traveling abroad can be found on the website of the National Public Health Organization at https://eody.gov.gr/wp-content/uploads/2019/07/emvolia-ta3idioton.pdf .
· You are responsible for ensuring that any existing medical conditions or disabilities, which may require special assistance, are declared to us before you book your Holiday or, if newly diagnosed, before the date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you or any customers named on your Holiday booking as a passenger if this information is not made known to us. In all circumstances it remains your responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have booked and undertaken and also that you have taken the relevant travel and medical insurances. We reserve the right to ask for further medical information from you if you notify a health matter to us in order to provide you with appropriate information on health services, local authorities and consular assistance and assist you to make distance communications and help you find alternative travel arrangements.
· You are responsible and liable for the behavior of yourself and all customers named on your Holiday booking. We or our suppliers reserve the right to refuse your booking or to remove you and/or any customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday booking is reasonably deemed to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred by you or any customers named on your Holiday booking under these circumstances, and you shall be liable of any violations caused by your respective behaviour.
· You are reminded that captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or during the flight. The captain or other authorized representatives of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused boarding under the above circumstances, your Holiday will be terminated immediately and will be considered as a cancellation by you in accordance with section 6 above, in which case we will have no further responsibility or liability to you or any customers named on your Holiday booking.
· For your own interest we strongly recommend that you arrange to conclude a comprehensive holiday insurance policy to travel on any of our Holidays for the coverage of any cost in case of cancellation by you or any cost of assistance, including repatriation, in the event of accident, illness or death.. Please contact Etihad Holidays or your Travel Agent for details.
· We plan all the Holiday arrangements with great care, and in the unlikely event of a complaint about any aspect of your Holiday, it should be reported immediately to the Etihad Holidays’ local representative or to the Etihad Holidays Sales & Service Team (+971 (0)2 599 0700who will give a priority response to resolve in-resort issues.
· Should the matter not be resolved while you are on Holiday, any complaint must be submitted immediately in writing to your Travel Agent or to Capital Holidays (Ireland) Ltd, Ttrading as Etihad Holidays, 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland or by e-mail to feedback@etihad.ae .
· ADR – EU Customers Only: You can access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
· Etihad Holidays, its employees, officers, directors and shareholders and its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
· The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and Presidential Decree 7/2018, which implementing the above Directive. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Technical Ireland Limited have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) by you or on your behalf in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302.
If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online www.ipplondon.co.uk/claims.asp .
HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:
Email: ippclaims@nl.sedgwick.com or online at https://www.ippmalta.com/claims.asp
The above insurance protection does not cover arrangements other than a Package Holiday from us. Please ask us for further details.
· If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any claim you may have against any supplier, airline or other transport supplier as regards the above alternative travel arrangements or other assistance shall be addressed directly to them. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or through your negligence..
“Airline” or Etihad Airways means Etihad Airways PJSC, the national airline of the UAE
“Booking “means the reservation of one or more Holiday Packages by you or your Travel Agent
"Booking Conditions" means these terms & conditions
"Booking Confirmation" means the confirmation of your Holiday issued by us to you or your Travel Agent once a Booking has been made and the applicable deposit has been paid
“Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number of the parties/travellers, and/or the termination of the entire trip. All other changes to a reservation constitute an “Amendment”;
“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays, holder of Travel Agent's Licence No. T.A. 0801 issued under the Irish Transport (Tour Operators and Travel Agents) Act, 1982. Telephone: +35317617475. Email: info@etihadholidays.com
“Holiday” means the Holiday Package booked by you or on your behalf with us;
"Holiday Package" has the meaning set out in Article 33, paragraph 1.(c), of the Italian Code of Tourism
"Italy" means the Republic of Italy
"Privacy Policy" means our privacy policy available at https://www.adnecgroup.ae/privacy-policy
"Specialist Holidays" [Holidays such as the Abu Dhabi Grand Prix or destinations such as the Maldives where products are pre-paid]
“UAE” means the United Arab Emirates
“Unavoidable and Extraordinary Circumstance” a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken. These situations include, inter alia, warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination;
· Your contract is with Etihad Holidays.
· The Booking Confirmation, these Booking Conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, form the contract between you and us. All Holidays are subject to availability and are governed by these Booking Conditions. In the event of any conflict between these Booking Conditions and any of the brochures, price booklets, separate publicity material or our web site, these Booking Conditions will prevail.
· You need to be aware that these Booking Conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.
· By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
· These Booking Conditions do not govern your contract with, or affect your rights relating to, any third party whose services you may separately purchase and use on your Holiday.
· When you have booked your Holiday, paid a deposit and we have issued a Booking Confirmation to you or to your Travel Agent you are deemed to have agreed to our Booking Conditions and a contract exists between you and us.
· Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions are already included in the travel price.
· All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change without notice.
· Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancellation of your flight ticket. All other airline terms and conditions of carriage apply as standard. Please refer at www.etihad.com/en-ae/legal/conditions-of-carriage/
· Airport/hotel transfers and unique activities require the timely receipt of the complete passenger flight itinerary. If you have made a hotel only booking and fail to provide to Etihad Holidays complete flight itinerary prior to the issuance of travel documents, transfers and Activities, if purchased, will not be provided and there will be no refund for this unused service.
· All international travelers must present a passport that is valid for at least six months from the date of re-entry. It is your responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE)
· Room photographs shown are for informational purposes only and may not depict the actual category purchased.
· These Booking Conditions and any contract between you and us shall be governed by Italian law.
· Both you and we confirm that the courts of Italy shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or the subject matter or form thereof.
· A Holiday booking can be made online on our website (www.etihadholidays.com) , directly with Etihad Holidays Sales & Service Centre via
iii. All other countries +971 2 599 0700 (outside the UAE)
or through your preferred Travel Agent.
· When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between you and the Travel Agent. All monies paid by you to the Travel Agent are held by the Travel Agent as your agent until the booking is accepted and confirmed by Etihad Holidays.
· Once full payment has been received for a confirmed Booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.
a) Holiday Packages
· A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of booking unless specified otherwise. We reserve the right to request that certain components of your Holiday Package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are paid in full at the time of booking. The full balance of the price of the Holiday must be settled no later than 14 days before your departure date. If we do not receive the full balance by the due date, we will treat your Booking as cancelled by you and we will apply the cancellation charges as described in section 6 of these Booking Conditions.
b) All Holiday Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
· A deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. We reserve the right to request that certain components of your Holiday Package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance of the price of the Holiday must be settled no later than 30 days before your departure date. If we do not receive the full balance by the due date, we will treat your Booking as cancelled by you and we will apply the cancellation charges as described in section 6 of these Booking Conditions.
· A surcharge of approximately EUR [30 ] may apply for Bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
· At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
· All Standalone hotel, car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.
· Prices do not include passport, visa and health protection fees, the provision of cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. These promotional Activities have no cash value and are non-refundable if not provided or used. All amenities shown for a particular property may not be available in every room category. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the competent government authority and are not included in the price of the Holiday.
· Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to make your own arrangements at least 72 hours before you depart to avoid service failures.
· If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
· We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the Holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the Package Holiday. We will absorb and you will not be charged for any increase up to 2% of the price of your Holiday, excluding insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that. However, in the event of an increase of more than 8% of the price of your Holiday, you will have the option, within 7 calendar days, of accepting the price increase or cancelling the Booking without any cancellation fees. If you opt to cancel the Booking, we may offer you an alternative Package Holiday (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, less an administrative fee of EUR 10 per person), which you will have 7 calendar days to accept. Please note that Package Holidays are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed Holiday within 20 days of your departure nor will refunds be paid during this period due to price changes.
· Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment of the airfare. Changes in flight itineraries made by you after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights
· Airline baggage allowance will be as per the fare type purchased as part of your package. Please note baggage allowances can vary significantly with respect to size and weight restrictions. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your travel agent or contact your respective airport and airline prior to travel.
· Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or affiliates and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
· Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive Package Holiday, plus any additional bonus miles where applicable. Etihad Guest® miles can also be redeemed for Holiday Packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking of the Holiday to another date is possible.
· EU Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you have the possibility to turn to the applicable regulatory body for aviation in your country. For Italian customers, this is the Ente Nazionale per l’Aviazione Civile, Viale del Castro Pretorio, 118, Rome, Italy (www.enac.gov.it) . Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
· Etihad Holidays markets hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.
· Etihad Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as vendors, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to the vendors. Some hotels may charge a “resort fee” or “city tax” upon check in that you are responsible for.
· Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver’s license and an international credit card in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
6. Amendment or Cancellation by you
To avoid amendment fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance.
· If you wish to amend your Booking after a deposit has been paid, the Lead Name should contact their Travel Agent if they booked via a Travel Agent; or Etihad Holidays if they booked directly; and subject to availability, we will try to meet the request. Amendment terms will depend on the nature of the services, the type of Holiday and package type booked:
a) Amendment fees for Holiday Packages
Number of days between the booked departure date and the date your request for Amendment is received by us
Within 24hrs & no show
b) Amendment fees for Holiday Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
· If you are prevented from travelling, you may transfer your Holiday to someone else, provided that (i) the person introduced by you satisfies all the conditions applicable to the Holiday; (ii) we are notified not less than 7 days before the start of your Holiday; (iii) you or the alternative traveler pay any outstanding balance payment, an amendment fee of EUR [30] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these Booking Conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. No refunds will be given for passengers not travelling or for unused services.
· Many suppliers, particularly airlines, cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels do not permit us to change names or travel dates and impose full cancellation charges for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
· If this is the case, we will pass these charges on to you, in addition to our administration charges. Some accommodation types, particularly self-catering, cruise ship cabin and hotel rooms with reductions for more than three (3) people, and are priced according to the number of occupants. If fewer people travel than originally booked there will be extra charges to pay, which will be advised to you when you make the changes.
Cancellations
· If you or any customer named on your Booking wishes to cancel the Booking once a Booking has been confirmed and an invoice or receipt has been issued, the Lead Name must notify the Travel Agent (or Etihad Holidays direct if the booking was made directly with Etihad Holidays) in writing. The cancellation charges you will be required to pay will be calculated on the basis of the period between the date we receive the written notification and the start of the Holiday, as well as the package type that was purchased. We incur costs from the time you make your Booking and you agree that if you cancel your Booking, you will compensate us for our expenses and losses as per the table and paragraphs below or if greater (for example if cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels are concerned) the cost borne by us as a result of your cancellation. We will refund to you the price paid for the Holiday less the applicable cancellation fees. Please note we cannot refund amendment fees or insurance premiums. We strongly recommend that you take out comprehensive holiday insurance which includes cancellation cover.
· Cancellation charges vary according to the type of Holiday booked and the particular products/services that are part of your Holiday Package. You will be advised at the time of booking of the relevant cancellation terms and conditions.
a) Cancellation fees for Holiday Packages
within 24hrs & no show
b) Cancellation fees for all Holiday Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
· For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact Etihad Holidays or your Travel Agent for details.
e) Cancellation By You due to Unavoidable and Extraordinary Circumstances:
· EU Customers Only: You have the right to cancel your confirmed holiday before departure without paying a cancellation fee in the event of Unavoidable and Extraordinary Circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the Holiday or significantly affecting the transport arrangements to the destination. In these circumstances, you have the right to cancel your Holiday we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.
· EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.
· Subject to the above conditions, refunds if any will be processed within 14 days of the presentation of the original travel documents and invoice to Etihad Holidays.
· Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Etihad Holidays for Holiday Packages which will be refunded in the form of a cheque to the original payee on presentation of valid identification.
· We accept responsibility for ensuring that the Holiday you book with us is supplied as described in your contract. If any travel service included in your Holiday Package is not performed as agreed and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to a reduction of the price or to cancel your Holiday and to claim compensation for damages resulting from such deficiency, subject to the exclusions set out below. You must inform us without undue delay of any deficiency of the travel services included in the Holiday. If we are unable to remedy the deficiency due to the failure by you to promptly notify us, , you will have no right to assert claims for reduction or claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages, is limited to three times the travel price except for personal injuries or damages caused intentionally or with negligence. This liability limit applies per traveler and Holiday.
· We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unforeseeable or unavoidable; (iii) Unavoidable and Extraordinary Circumstances.
· You should note that any liability on our part is in any event subject to reduction by any amount paid to you from time to time for the same claim by (i) any employee, agent or supplier of Etihad Holidays who is in any way responsible for the damage and / or (ii) under any relevant insurance policy held by you.
· EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to Unavoidable and Extraordinary Circumstances, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the limit of three nights per person does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, or to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday.
· You must ensure that you and all customers named on your Booking have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements. You are solely responsible for all such costs, delays and illness. Please check with the appropriate tourist board/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in good time before you depart. For Italian customers, further information on travel requirements, vaccinations and other health advice whilst traveling abroad can be found on the website of the Ministry of Foreign Affairs at www.viaggiaresicuri.it .
· You are responsible for ensuring that any existing medical conditions or disabilities, which may require special assistance, are declared to us before you book your Holiday or, if newly diagnosed, before the date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you or any customers named on your Holiday booking as a passenger if this information is not made known to us. In all circumstances it remains your responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have booked and undertaken and also that you have taken the relevant travel and medical insurances. We reserve the right to ask for further medical information from you if you notify a health matter to us and to refuse or cancel your Holiday in our absolute discretion.
· You are reminded that captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The captain or other authorized representative of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your Holiday will terminate immediately and will be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
· For your own interest we strongly recommend that you purchase a comprehensive holiday insurance policy to travel on your Holiday. Please contact Etihad Holidays or your Travel Agent for details.
· We plan all the Holiday arrangements with great care, and in the unlikely event of a complaint about any aspect of your Holiday, it should be reported immediately to the Etihad Holidays’ local representative or to the Etihad Holidays Sales & Service Team (+35317617475) who will give a priority response to resolve in-resort issues.
· Should the matter not be resolved while you are on Holiday, any complaint must be submitted immediately in writing to your Travel Agent or to us
· ADR – EU Customers Only: Please note that we offer an Alternative Dispute Resolution service through our You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
· The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and the Italian Tourism Code. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Holidays have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
Etihad Holidays has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302
“Cancellation” means the termination of the entire trip. All other changes to a reservation constitute an “Amendment”;
;
“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “the Netherlands” means the Kingdom of the Netherlands and “EU” means the European Union; and
The booking confirmation, these conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, form the contract between you and us. All Holidays are subject to availability and these Booking Conditions. In the event of any conflict between these Booking Conditions and any of the brochures, price booklets, separate publicity material or our web site, these Booking Conditions will prevail.
· You need to be aware that these conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.
· These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase and use on your Holiday.
· When you have booked your Holiday, paid a deposit and we have issued a confirmation or receipt to you or to your Travel Agent you are deemed to have agreed to our terms and conditions and a contract exists between you and us.
· Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancelation. All other airline terms and conditions of carriage apply as standard. Please refer to https://www.etihad.com/en-gb/legal/conditions-of-carriage
· All international travelers must present a government issued passport that is valid for at least six months from the date of re-entry. It is the traveler’s responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE) or info@etihadholidays.com for details.
· These Booking Conditions and any contract between us shall be governed by Dutch law.
· Both you and we confirm that the courts of the Netherlands shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these booking conditions or the subject matter or form thereof.
· https://www.etihadholidays.com/ or directly with Etihad Holidays Sales & Service Centre via
· Toll-Free number 800 2324 (within the UAE)
· Local rates 0345 600 8118 (within the UK)
· All other countries +971 2 599 0700 (outside the UAE)
· or through your preferred Travel Agent.
· When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between Agent and customer. In that case, all monies paid by you to the Travel Agent are held by the Travel Agent as your agent until the booking is accepted and confirmed by Etihad Holidays.
· A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full balance by the due date we will treat the booking as cancelled by you and you agree to pay the cancellation charges as described in section 6 of these Booking Conditions.
· A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking direct online. Separate payment policies apply to holiday or special event departures.
· At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.
· A non-refundable deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30days before your departure date. If we do not receive the full balance by the due date we will treat the booking as cancelled by you and you agree to pay the cancellation charges as described in section 6.6 of these Booking Conditions.
· A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
· Prices do not include passport, visa and health protection fees, cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time as long as no package holiday agreement has yet been concluded. These promotional Activities have no cash value and are non-refundable if not provided or used. All amenities shown for a particular property may not be available in every room category. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your price.
· Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the package holiday. 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 and/or additional services or travel arrangements. You will be charged for the amount over and above that. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. Should the price of your Holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of EUR10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.
· Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment. Changes in flight itineraries after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights.
· Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or equity and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
· Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive package holiday, plus any additional bonus miles where applicable... Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking to another date is possible.
· EU Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you have the possibility to turn to the applicable regulatory body for aviation in your country.. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
· Etihad Holidays markets hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and include in the amount charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.
· Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver’s license and an , international credit card in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance. A change to the departure date, a change in name (exceptions may be permitted for small corrections, i.e. name changes up to 3 letters), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip shall be construed as a cancellation. All other changes to a reservation constitute an amendment. All amendments are subject to availability and the terms and conditions at time of booking and the airline conditions of carriage as applicable.
· If you wish to change your booking after a deposit has been paid, the Lead Name should contact their Travel Agent if they booked via a Travel Agent; or Etihad Holidays if they booked directly; and subject to availability, we will try to meet the request. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:
· Etihad Package Holidays: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; we are notified not less than 7 days before departure; (ii) you or the alternative traveler pay any outstanding balance payment, an amendment fee of EUR [25] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 6.6 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
· If this is the case, we will pass these charges on to you, in addition to our administration charges. Some accommodation types, particularly self-catering, cruise ship cabin and hotel rooms with reductions for 3 + people, and are priced according to the number of occupants. If fewer people travel than originally booked there will be extra charges to pay, which will be advised to you when you make the changes.
· If you or any customer named on your Holiday booking wishes to cancel your booking once a booking has been confirmed and an invoice or receipt has been issued, the Lead Name must notify their Travel Agent (or Etihad Holidays direct if the booking was made directly with Etihad Holidays) in writing. The cancellation charges you will be required to pay will be calculated on the basis of the date we receive the written notification and the booked departure date and the package type that was purchased. Please note we cannot refund deposits, amendment fees or insurance premiums. We strongly recommend that you take out comprehensive holiday insurance which includes cancellation cover. We incur costs from the time you make your booking and you agree that if you cancel your booking, you will compensate us for our expenses and losses as per the table and paragraphs below or if greater (for example if cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels are concerned) the cost borne by us as a result of your cancellation.
· Cancellation charges vary according to the type of Holiday booked and certain hotels and products. You will be advised at the time of booking of the relevant cancellation terms and conditions.
· EU Customers Only: You have the right to cancel your confirmed holiday before departure without paying a cancellation fee in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the circumstances are beyond the control of the parties and its consequences could not have been avoided if all reasonable measures had been taken. For the purposes of this clause, “unavoidable and extraordinary circumstances” means inter alia warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
· We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If any part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation besides a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. As far as we could not remedy the defect due to a culpable omission of the notice of defects, you can neither assert claims for reduction nor claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages, which are not bodily injuries, is limited to three times the travel price, as far as a damage of the traveller was not caused culpably. For all claims for damages directed against us from unlawful acts, which are not based on intent or gross negligence, the liability for property damage is limited to the amount of three times the travel price. These maximum liability sums apply per traveller and holiday.
· EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
· You must ensure that you and all customers named on your Holiday booking have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements. You are solely responsible for all such costs, delays and illness. Please check with the appropriate tourist board/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in good time before you depart. For Dutch customers, further information on vaccinations and other health advice whilst traveling abroad can be found here GGD Reisvaccinaties https://www.ggdreisvaccinaties.nl/
· You are responsible and liable for the behaviour of yourself and all customers named on your Holiday booking. We or our suppliers reserve the right to refuse your booking or to remove you and/or any customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday booking is reasonably deemed to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred by you or any customers named on your Holiday booking under these circumstances, and there may be criminal prosecution.
· You are reminded that Captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The Captain or other authorised representative of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your Holiday will terminate immediately and will be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
· Should the matter not be resolved while you are on Holiday, any complaint must be submitted immediately in writing to your Travel Agent or to Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays. or by e-mail to feedback@etihad.ae
· You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
· Etihad Holidays, its employees, officers, directors and shareholders (collectively, “Etihad Holidays”) and those of its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or wilful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
· The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Technical Ireland Limited have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) in respect of Linked Travel & Package Travel Arrangements booked as defined under https://eur-lex.europa.eu/eli/dir/2015/2302/oj
If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online https://www.ipplondon.co.uk/claims.asp
