Booking Conditions
4 YOUR PEACE OF MIND / COMPLAINTS / LEGISLATION
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier or boat-charter company) and our where applicable our resort representative immediately. who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home but writing to our Customer Service Department at Bond Tours, 2 Upper High Street, Epsom, Surrey, KT17 4QJ giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our representative in Croatia without delay, and follow this-up in a written form if however possible.
If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were still in resort and this may affect your rights under this contract.
5. WHAT HAPPENS TO COMPLAINTS
Disputes arising out of, or in connection with, this contract which cannot be amicably settled may be referred to arbitration, if the customer so wishes, under a special Scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators.
The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com).
The Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of L1,000 on the amount the arbitrator can award per person in respect of this element.
The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement.
For injury and illness claims, you may like to use the ABTA / Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires your tour operator to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
6. YOUR PEACE OF MIND
Consumer Protection: All arrangements that we make which include an air segment are ATOL protected by our Air Travel Organisers License which has been granted by the Civil Aviation Authority (CAA). Our ATOL number is 3767. In the unlikely event of our insolvency, the CAA will ensure that you not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk
7. ENGLISH LAW
Any dispute between us over the contract must be decided according to English Law and in an English Court.
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