These booking conditions, together with any other written information brought to your attention before we confirmed your booking, form the basis of your contract with Consensio Holidays Limited, company number: 07008912 and Registered Office: 9 Reece Mews, South Kensington, London, SW7 3HE (“Consensio”, “we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these booking conditions references to “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). All references in these booking conditions to “booking” or “arrangements” mean such chalet accommodation arrangements unless otherwise stated. References to “departure” are to the start date of the arrangements we have contracted to provide.
By making a booking, the first named person on the booking (lead booker) agrees on behalf of all persons detailed on the booking that: –
He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
3. He/she is over 18 years of age 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.
We offer chalet accommodation [as principal] and arrange other services [as agent] such as those that are available to be purchased separately in resort. In other words, you may decide to just purchase accommodation from us, or you may decide to purchase accommodation and request to book a transfer, ski pack etc. Whatever you decide, we only take payment for the accommodation and refer you to the relevant supplier of the services you wish to book and your contract for those services will be with the supplier.
The chalet accommodation arrangements we offer and make for you do not constitute a “package” and accordingly, the Package Travel and Linked Travel Arrangements Regulations 2018 do not apply to them.
Please Note: Our obligations to you will vary depending upon whether we act as a principal (in the sale of chalet accommodation) or as an agent (to help you to arrange transfers or ski-guides). For all bookings, Section A applies, for bookings where we are acting as principal, Section B applies and for bookings, where we are acting only as an agent our liability to you will be reduced and section C will apply
SECTION A – APPLICABLE TO ALL BOOKINGS
1. ACCURACY OF DESCRIPTION
a) We endeavour to ensure that all the information and prices displayed 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. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
b) We strive to ensure accuracy of descriptions shown however we are not always able to control all the components of the arrangements in resort and it is possible that an advertised facility may be withdrawn or changed.
2. YOUR RESPONSIBILITIES
a) As part of this contract you hereby agree to guarantee payment for any chargeable services requested by any member of your group before, during or after your stay in a Consensio chalet.
b) If you or any member of your party has any allergies, medical condition, disability or significant reduction in mobility which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We will do our utmost to cater for any special requirements you may have, however, if acting reasonably, 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 should we become aware of these details after confirmation of a booking.
c) We will ensure that our staff and suppliers are advised of any allergy information you provide us with. However, you must take appropriate precautions to protect yourself whilst away. Without limitation, it is your responsibility to ensure that any food you are intending to consume does not include anything to which you are allergic at the time you order or request this.
d) All children under the age of 18 years old are the responsibility of their parents or authorised adult. No member of the Consensio team is trained or qualified in childcare. Should you require a nanny we can arrange this through a third-party supplier. Such third party will be in no way related to Consensio and Consensio cannot accept any responsibility for the provision of such childcare services.
e) Please note that the chalet kitchens are classified as a technical area and entering these areas is at your own responsibility and risk. You and each member of your party will be jointly and individually liable for any damage or losses caused by you or any member of your party and these will be dealt with in accordance with clause 3 below.
f) Where pet dogs are allowed, with prior confirmation and agreement by Consensio, a signed pet waiver and corresponding charge is required before Consensio will allow the pet dog into a specified property.
a) All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and should avoid making excessive noise within and around the chalet. If in our opinion or in the opinion of any chalet manager or any other person in authority (including local law enforcement in resort), your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any third party or damage to property we reserve the right to terminate your booking arrangements with us immediately.
b) In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave the accommodation immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation will be made and we will not pay any expenses or costs incurred as a result of termination.
c) You and/or your party will be required to pay for losses, fines levied by local authorities (e.g. for excessive noise) and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid to Consensio or other supplier prior to departure from the chalet; an appropriate estimated amount will be charged. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
d) Consensio reserves the right to charge the card details which you provided when signing the chalet rental agreement in accordance with its rights under this clause.
e) Please note that smoking is not allowed inside any Consensio properties, or on balconies or external terraces.
4. TRAVEL INSURANCE
a) It is a condition of your contract with us that you and your party obtain suitable winter sports travel Insurance, from a reputable provider, which must at least include the following: –
i. Emergency medical expenses including, amongst other costs; mountain rescue, ambulance charges and repatriation
ii. Cancellation of your trip or curtailment (cutting short your trip)
iii. Personal liability to include, amongst other liabilities; damage caused by your negligence to the property in which you are staying and may not include a clause which restricts actions being taken against a travelling companion other than family
iv. Travel and transfer delays which must include amongst other costs; additional costs incurred in the event of a delay beyond your or our control
v. The policy must include the activities you are likely to do on and off piste skiing with or without a guide (it is possible to ski off piste inadvertently)
b) If you fail to obtain suitable winter sports Insurance, we shall not be liable for any costs incurred or claims made against us due to your failure to comply with this term.
c) Please be aware that any advice against non-essential international travel issued by the UK Foreign, Commonwealth and Development Office (or equivalent authorities outside the UK for citizens of those countries) may have an impact on your travel insurance. You must check the policy terms prior to purchasing your insurance.
d) Please read your policy details carefully and take them with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.
5. PASSPORTS, VISAS AND ESSENTIAL TRAVEL ADVICE
a) It is your responsibility to check and fulfil the passport, visa, health and immigration requirements for all countries to, or through which, you are intended to travel as well as any requirements applicable on return to your home country. 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 may change and travel restrictions may be imposed (which could be at no or very short notice prior to departure). You must also keep up to date with this information while you are away.
b) If you attempt to travel without fully complying with all requirements, you are likely to be refused boarding on your flight or other transport. In certain situations and when arriving from certain countries, you may be required to self-isolate or quarantine for a set period on arrival.
c) For British passport holders, most European countries now require passports to be valid for at least 3 months after your return date and that they are less than 10 years old at the date of travel. If your passport is in its final year or if you hold a non-British passport, you should check with the Embassy of the country you are visiting. Please ensure that you check the latest position on applying for or renewing a passport at the earliest opportunity.
d) During 2023, the European Travel Information and Authorisation System (ETIAS) will become effective. In order to travel to or within the Schengen Zone (which is currently 26 EU member states), all non-EU passport holders will require an electronic travel authorisation unless you need a visa. An ETIAS travel authorisation is a visa waiver and, once granted, is valid for 3 years or until your passport expires. It can only be applied for online and a fee will be payable unless an exemption applies. An ETIAS travel authorisation will be required regardless of the length of your visit. If you are unable to travel on your Holiday because you have not obtained an ETIAS travel authorisation, cancellation charges will apply. For more information, see www.etiasvisa.com
e) It is the responsibility of the person who makes the booking to ensure that all persons travelling are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements . If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred by us, you will be responsible for reimbursing us accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply as referred to in clause 8.
f) In the event that you or any member of your party has not received any compulsory vaccination, , you may be unable to enter your destination country(ies) or to access certain services and may encounter other difficulties. You will not be entitled to cancel (without payment of cancellation charges) or receive any refund and we will not have any responsibility for any costs or expenses you suffer as a result in any such situation.
g) For the latest travel advice from the Foreign Commonwealth & Development Office including security and local laws, plus passport and visa information, visit www.gov.uk/foreign-travel-advice. Note that this advice can change, and you should continue to check the FCDO website until your travel departure.
6. FORCE MAJEURE
a) Except where otherwise expressly stated in these booking conditions, we will not be liable, pay you compensation or issue refunds if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these booking conditions, Force Majeure means any event within our reasonable contemplation, which is beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural disaster, adverse weather conditions, fire, flood, an outbreak of a serious illness at your holiday destination, closure, restriction or congestion of airports, other transport hubs or airspace, flight restrictions imposed by any regulatory authority or other third party and volcanic activity.
a) Guests staying in chalets and villas with swimming pools and hot tubs use them at their own risk and Consensio can accept no responsibility for accidents/ injuries whilst using these facilities.
b) Children must be supervised whilst using chalet facilities including, but not limited to, swimming pools, Jacuzzis, steam rooms, saunas and gyms. Children under 12 should not use saunas or steam rooms.
c) Consensio does not provide lifeguards and no members of the chalet team are trained nor qualified to act as such.
8. PERSONAL INFORMATION & PRIVACY
9. EXCURSIONS AND OTHER ACTIVITIES
a) Excursions, activities or other tours or services that you may choose to book or pay for whilst you are on your trip are not part of your contracted arrangements with us. For any excursion or other activity that you book, your contract will be with the operator of the excursion or activity and not with us and we are not responsible for the provision of such excursion or activity or for anything that happens during the course of its provision by the operator.
10. END OF WEEK PAYMENTS
a) Upon request, Consensio will make purchases on your behalf both before and during your stay. To enable us to do so, credit card details will be held as a guarantee, or a prepayment amount will need to be made. Please note that any such purchases must be settled in full prior to your departure from the chalet.
a) Headings within these booking conditions are for reference purposes only and all chalet images/floor plans in brochures and on our websites are intended to give a general impression only.
b) Please note that check in time for all chalets is 4pm and check out is 10am. This allows for the chalet to be fully prepared for your arrival. Earlier access may only be allowed at our discretion, if the chalet is not occupied the previous week.
c) These booking conditions and any matters arising from them are exclusively governed in all respects by English Law (and no other). We both agree that any dispute, claim or other matter which arises between us out of or in connections with your contract or booking will be subject to the exclusive jurisdiction of the Courts of England and Wales 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.
d) Nothing in the chalet rental agreement or these booking conditions limits any liability which cannot be excluded or limited under applicable law, including liability for fraud or misrepresentation or for any death or personal injury suffered by you due to our, our employees or our supplier’s negligence.
e) If any provision or part provision of this agreement is or becomes invalid, illegal or unenforceable, it shall be deemed deleted but that shall not affect the validity and enforceability of the rest of this agreement.
f) You are responsible for making yourself aware of the advice of the Foreign Commonwealth and Development Office in regard to the safety of the countries and areas in which you will be travelling and to make your decision accordingly.
SECTION B – ACCOMMODATION ONLY BOOKINGS WHERE WE ACT AS PRINCIPAL
12. BOOKING ACCOMMODATION
a) In order to reserve your booking, you will be required to pay a deposit of 25% of the total booking price. The remaining 75% of the total booking price is due 70 days before departure. The deposit and balance of the booking should be paid to us.
b) A booking is made when you complete and sign the chalet rental agreement and you have paid the requested deposit (or full payment if booking within 70 days of your arrival date). On receipt of this deposit we will forward a booking confirmation to you, at which point a binding contract will come into existence between us.
c) On receipt of your booking confirmation please check it carefully and report any incorrect or incomplete information to us immediately. Please ensure that all names detailed are exactly as stated in the relevant passport.
d) If you have paid a deposit, you must pay the required interim and balance by the due date notified to you. If full payment is not received by the balance due date, we reserve the right to treat your booking as cancelled by you and retain your deposit.
e) All correspondence to Consensio is to be addressed to: Consensio Holidays Limited, 9 Reece Mews, South Kensington, London SW7 3HE, England and a copy sent electronically to email@example.com
a) We reserve the right to increase our prices at any time before your booking is accepted. We also reserve the right to correct errors in both advertised and confirmed prices.
a) The correct, current price of your accommodation will be confirmed on booking. When you have booked and paid your deposit (or the full amount if you book within 70 days of departure) the price of your booking as shown on your confirmation invoice is guaranteed unless you elect to change the confirmed booking.
14. AMENDMENTS BY YOU
a) If you wish to make alterations to your booking after the contract is formed, we will seek to accommodate your request, where it is reasonable to do so. Such changes are at the sole discretion of Consensio. Amendments must be made by the lead booker and sent to firstname.lastname@example.org Where we can meet a request, they will come into effect on the day they are accepted and confirmed to you by Consensio and once any additional costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change have been paid by you.
15. AMENDMENTS BY CONSENSIO
a) We reserve the right to advise you of a change to your booking both before and after you make a reservation. An amendment made prior to departure which is deemed to be significant by Consensio (for example a change of dates or a change in accommodation standards to a lower standard) gives you the right to cancel the booking if you choose. Should you cancel in such circumstances you will receive a full refund (excluding insurance premiums and any previously incurred amendment charges).
b) Once your stay with Consensio has started, Consensio will pay you a pro-rata sum of the amount set out in clause 15a above for any part of your holiday which, due to an amendment made by Consensio, cannot be taken.
c) Please note that Consensio are not responsible for and cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation by us, including without limitation, the cost of flights or any other form of transport. We shall not be liable for any refund of any sums, or to pay compensation, should Consensio be forced to cancel or change your booking due to circumstances amounting to Force Majeure (see clause 6).
16. CANCELLATION BY YOU
a) If you choose to cancel your booking, this must be done by the lead booker and sent to email@example.com. Any cancellation will only be effective when we receive it in writing via email.
b) As we incur costs from the time you make your booking cancellation charges will be payable in the event of cancellation. In calculating these charges we have taken account of possible cost savings and the generation of income from other bookings which may be able to utilise cancelled services to the extent this is likely to be achievable. The following cancellation charges expressed as a percentage of the total arrangement cost payable for the booking :
Period before party’s arrival in resort % of booking cost payable
More than 70 days before arrival 25%
70 – 0 days before arrival 100%
c) The date of arrival is the date of your arrival in the destination resort. In the case of a multiple week stay the date of arrival is the start date specified on the chalet rental agreement.
d) The amount refunded will be calculated on each week booked individually. In the case of a multiple week stay the refund will only be calculated on the value of the week(s) cancelled, not on the total value of the booking.
e) Depending on the reason for your cancellation, you may be able to reclaim these charges under the terms of your insurance policy.
17. ANY PROBLEMS
a) If you are ever unhappy with any aspect of your accommodation or the services provided, you must address your complaint immediately to both the chalet manager and the local service supplier. Failure to contact the chalet manager, or local service supplier whilst in resort, may affect your rights under this contract.
b) In the unlikely event that your problem cannot be resolved locally, you must inform Consensio in writing of your complaint within 28 days of your return so that any claims to compensation can be examined.
c) You can access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
18. CANCELLATION BY CONSENSIO
a) We may in certain circumstances be required to cancel your booking in which case a full refund of the amount you have paid will be sent to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation, including without limitation the cost of flights or any other form of transport.
b) Please note, a refund will only be provided where we are unable to provide your contracted chalet accommodation in the circumstances referred to above. Without limitation you will not be entitled to a refund and cancellation charges are likely to apply where we can perform our contracted arrangements but you are unable or unwilling to travel for any reason.
c) Very rarely, we may be forced by Force Majeure (see clause 6) to change or cancel your booking after your arrival date. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers) pay you compensation or meet any costs or expenses you incur as a result.
19. OUR LIABILITY
a) In order to provide your arrangements, we operate catered and self-catered chalet accommodation on a seasonal basis which we contract from the accommodation owners. We do not ourselves own the accommodation. We undertake to use our reasonable skill and care in the provision of the accommodation services where these services are provided by our employees in the course of their employment. For all services which are provided by any person or entity other than our employees, we undertake to use our reasonable skill and care in the selection of those suppliers but, providing we have done so, are not responsible for their acts and omissions or for the actual performance of those services.
b) We will not be responsible or pay you compensation for any injury, illness, death, loss (including loss of enjoyment or possessions), damage, expense, cost or other claim of any description whatsoever which results from any of the following:
i. The act(s) and/or omission(s) of the person(s) affected;
ii. The act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for; or
iii. Force Majeure (as defined in clause 6).
c) We limit the amount of compensation we may have to pay you if we are found liable under this clause in the following ways:
i. 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 applicable excess on your travel insurance policy because you are assumed to have adequate insurance in place to cover any losses of this kind.
ii. Claims not falling under c) i. above or involving injury, illness or death
The maximum amount we will have to pay you in respect of these claims is the price paid by or on behalf of the person(s) affected in total.
d) It is a condition of our acceptance of liability under this clause that you notify any claim to us strictly in accordance with the complaint’s procedure set out in these conditions.
e) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide us and our insurers with all assistance we may reasonably require.
f) Please note we cannot accept any liability for:
i. Any damage, loss or expense or other sum(s) of any description which based on 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
ii. Any business losses; or
iii. Any indirect or consequential loss of any kind.
g) We will not accept responsibility for services which do not form part of our agreement or where they are not advertised on our website. For example, any excursion you book whilst in resort, or any service or facility which any supplier agrees to provide for you.
h) No employee, representative, agent or officer of Consensio shall be authorised to commit us to any admission of liability whatsoever and we shall not be bound by any such admission unless it is explicitly stated in writing and executed by two directors of Consensio, on our behalf.
20. CHALET STAFF
a) All Consensio properties are appropriately staffed. The staff that are provided in our properties all have very specific tasks and duties, which have been carefully selected and designed to ensure that the chalet is fully operational and to ensure that you obtain as much enjoyment as possible from your stay.
b) Because the staff has such carefully selected duties, they will not be able to assist with all tasks that you may ask of them. For instance, chalet staff should not be asked to wash or pack guest’s personal clothes or otherwise handle any personal property.
c) If such a request is made of chalet staff and the member of staff agrees to perform such tasks, acting reasonably at all times, Consensio accepts no liability for any loss or damage that may be caused to such items.
21. ABTA MEMBERSHIP
a) We are a Member of ABTA, membership number Y5990. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
SECTION C -WHERE WE ACT AS AN AGENT – TRANSFERS AND SKI GUIDES
This section applies to bookings we make for you when acting as agent. Please read this section in conjunction with section A or these booking conditions.
22. YOUR CONTRACT WITH THE SUPPLIER(S)
a) In respect to the booking of resort transfers and ski guides we will act as an agent to help you to arrange such individual services. For all such arrangements, your contract will be with the supplier/principal of the arrangements in question (the ‘supplier(s)’). We will arrange for you to enter a contract with the supplier(s) of the arrangements. Your booking is subject to these terms and conditions and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude the supplier’s liability to you. Copies of applicable conditions are available on request from the supplier.
a) If you have paid a deposit, you must pay full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge cancellation fees set out in their terms and conditions.
a) It is your responsibility to make your group’s travel arrangements to an airport from where Consensio can assist you in arranging a resort transfer. Please inform Consensio of your own flight arrangements at least four weeks prior to departure, requesting any transfers required to resort.
b) Consensio cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents, and no credit or refund will be given if you fail to take up any services that have been booked for you as a result.
c) Consensio is not responsible for any flight delays but wherever possible in such circumstances we will contact the supplier of the transfers to ensure that any previously booked resort transfers are provided – subject to the transfer supplier’s conditions relating to delays.
25. SKIING & SKI GUIDES
a) It is the responsibility of you and your group to judge the suitability of each area in which you ski. If you or any member of your group ski in a location on the recommendation of or are accompanied by any ski guide, Consensio will not be liable for any injuries howsoever caused.
b) Unless specified by you pre–arrival, lift passes purchased on your behalf will include a carré neige (where available) to ensure rapid response in the event of an accident whilst skiing. Please note that this does not replace the need for a full winter sports insurance policy.
26. CHANGES AND CANCELLATIONS BY YOU
a) Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it. Sometimes, you must directly contact the relevant supplier if you would like to amend or cancel your booking and we will notify you if this is the case. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we try to assist, we cannot guarantee that the supplier will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements.
b) The supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure).
27. CHANGES AND CANCELLATION BY THE SUPPLIER
a) We will inform you as soon as reasonably possible if the supplier needs to make a significant alteration to your confirmed arrangements or to cancel them. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier, but we accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.
28. OUR RESPONSIBILITY FOR YOUR BOOKING
a) Your contract is with the supplier and its terms and conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
29. ANY PROBLEMS
a) Because the contract for your arrangements is between you and the supplier, any queries or concerns about your arrangements should be addressed to them. If you have a problem with your arrangements whilst using them, this must be reported to the supplier immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you.
b) If you wish to complain about any service, we have provided to you (i.e. our booking service) then please contact us directly.