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Essential Information


Essential Information & FAQs

Deposits
Per person deposits for UK and short haul holidays are £100 and long haul holidays are £150. If you book any regional flights from us then any payment made at the time of booking the flight will be considered as part of your deposit and non-refundable. You will be advised of this when we make the flight arrangements for you.

Payments 
No credit or debit card charges apply to any card payments.

Special Requests 
Where you specify a preference for specific room facilities, we will make every effort to accommodate your request. If you specifically request single occupancy of a room, an additional supplement may be incurred. Similarly if we request an additional single room on your behalf, a higher supplement than advertised may be incurred. When booking a double room you should clearly request either a double bed or twin beds, otherwise we shall assume that either is acceptable.

If you have any other special requests e.g. rooms on a low floor, a sea view, adjoining rooms or special diets, you must advise us when booking. We will pass on all such requests to the hotel(s) or other suppliers concerned, but we cannot guarantee that they will be provided. Therefore we cannot accept a booking that is made conditional upon a special request being satisfied. Please check that your holiday confirmation invoice notes your request.


Consumer protection 
• All the flights and flight-inclusive holidays in this brochure are financially protected by the ATOL scheme. Our ATOL number is ATOL 0990. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLcertificate.
• ATOL protection does not apply to all holiday and travel services shown in this brochure. Please ask us to confirm what protection may apply to your booking. 
• Chapters Experience Holidays is a member of ABTA under membership number V5094. ABTA and ABTA Members help holiday makers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ, Tel. 020 3117 0500 or www.abta.com. You can also 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. The above applies only to services supplied by RWH Travel Ltd and does not apply to services featured in this brochure that are provided by Ageas Insurance Ltd or any other company. 
• RWH Travel Ltd is a member of AITO; we abide by the Association’s Code of Business Practice and adhere to the AITO Quality charter,. 
• We are also an accredited IATA agent. 
• We are also registered under the Data Protection Act. In order to process your booking and to ensure that your travel arrangements run smoothly, we need to use the information you provide such as name, address, any special needs/dietary requirements, etc. 
• We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies, etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them or as required by law. 
• Where your holiday is outside the European Economic Area (EEA), controls on data may not be as strong as the legal requirements in the UK. We will not pass any information onto any person not responsible for part of your travel arrangements, unless required by law e.g. customs and immigration authorities. This applies also to any sensitive information that you give us. In making this booking, you consent to this information being passed on to the relevant persons. 
• We will also hold your information to send you brochures or inform you of offers in the future, but will not pass this on to anyone else for marketing purposes. 

Travellers with disabilities 
We want to ensure that our holidays are accessible to as many people as possible. We also recognise that the term ‘disability’ covers a broad range of impairments, many of which have no impact on mobility or the ability to participate in our holidays. The nature of our holidays does mean however, that some will not be accessible to certain disabled people. We are always happy to discuss any disability related needs with you and will make all reasonable adjustments to accommodate them if full details are provided in writing at time of booking. 

If we feel we cannot meet your needs, we reserve the right to decline your booking. In addition, if after booking your holiday a disability related additional need becomes evident that we cannot properly or reasonably accommodate, we reserve the right to cancel the reservation. If you would prefer a free copy of our brochure on CD please ask. 

Flight and rail times 
All provisional outward departure and return homeward flight or rail times featured were correct when this brochure was printed, but they can change. Please do not finalise any independently booked connecting domestic travel before you check with us, and certainly not earlier than twelve weeks before your intended date of travel. On occasions there may be onerous cancellation terms on pre-booked domestic travel and hotels for which we cannot accept responsibility and you are advised to check on these carefully before finalising arrangements. See paragraph 7 of our terms & conditions.

Should the times change so that you will need to revise your outbound travel arrangements and overnight in the UK prior to your holiday, or return home to the UK too late to continue your journey home from your UK arrival airport, we can not accept responsibility for the cost of overnight accommodation, although we may be able to help you minimise any additional cost.

Where we have seats held on scheduled service flights, the unsold seats normally have to be returned to the airline 14 weeks before our holiday’s departure. 

Please do book early as we are not always able to buy back seats at the original price, resulting in a supplementary charge. Occasionally this can also be the case when we have to buy additional seats due to higher than expected demand.

Connecting UK Add-on Flights 
We are able to offer connecting flights in conjunction with the international flight arrangements for many of our holidays. The prices are very competitive (see holiday pages for details) and in order to benefit from complete peace of mind plus the following, ask us to book the flights for you: 
• Check in for the whole journey, removing the need to reclaim luggage and re check-in in London 
• Less connecting time required 
• Flexibility to change to another flight if the international times change 
• Knowledge that the airline will take responsibility for getting you to the final destination if a connection is missed due to a major delay 

For further information contact our travel department on 01707 386732 or email 
[email protected].

In flight catering 
Many scheduled and charter airlines now charge for on-board food and beverages. The latest information relating to this will be sent with your travel documents.

Extended travel delays 
Flights can be delayed – it’s beyond our control – but we and the airlines concerned make every endeavour to provide refreshments and, when necessary, accommodation in reasonable relation to time of day. 

In the event of a delay to your return flight, for example due to industrial action at the airport or unexpected bad weather, although we will provide you with reasonable assistance, we will not be responsible for any additional accommodation costs for additional days that you must stay in the destination before your return flight.

Lost and delayed baggage 
In the event of lost or delayed baggage, although we will provide you with reasonable assistance, the Montreal Convention provides that it is the responsibility of the airline to deal with baggage problems and provides limits to the liability they have to passengers.

Joining and leaving abroad 
If you wish to organise your own flights from a non-UK or provincial airport, or travel by rail or car to the holiday centre, ‘no-travel’ reductions are often available, although there can be restrictions due to our airline commitments, please call for details. 

Before finalising any independent travel arrangements, check with us, as schedule changes do occur. See ‘Flight and rail times’ on the left.

If you do plan to join a holiday locally please tell us at least 14 weeks before departure. Do make it clear to us where you propose to join and leave the group – cities such as Rome, Milan, New York, are served by more than one airport and we don’t want you to wait at the wrong one. 

We regret that a change from a booking including flights to a ‘no travel’ booking without flights within 14 weeks of departure is usually not available without penalty, due to our obligations with the airlines. 

Should you be unable to join your holiday due to the cancellation or delay of your independent flight, please be aware that additional costs and losses involved in meeting up with your chosen tour may not be covered by your airline or insurance policy, as most low-cost carriers are not covered by ABTA, IATA or ATOL. In addition, although we will make every attempt to minimise your losses, we would not be able to absorb the cost of any cancellation charges.

In the event of strikes, although we will endeavour to offer reasonable assistance, our ability to assist you may be limited when there are delays in your selected return to the UK.

Surcharge policy 
All prices are guaranteed against surcharges except airline costs and fuel. Before making a surcharge we will absorb an amount equivalent to 2% of the holiday charge. See paragraph 3 of booking conditions.


Local costs and facilities 
All local transport costs in connection with our local programme are included unless otherwise stated. Local entrance fees are generally not included except on long haul holidays. 

In some countries, tipping or ‘baksheesh’ is an unavoidable way of life. To take the hassle out of this, on some holidays we strongly recommend that you allow your tour leader to take care of this, using a combination of funds provided by Chapters Experience Holidays and a suggested contribution from you. Details will be proved in individual Holiday Information Sheets where this is appropriate. 

Details of local facilities and expected itineraries are given in good faith but experience has taught us that they may not always be available. Every effort will always be made to overcome any unforeseen circumstances, particularly if safety is compromised.

Health requirements 
For travel to the EU, EEA and Switzerland it is essential to hold a valid European Health Insurance Card. Do ensure your EHIC is current, as they are issued with an expiry date. If you do not hold one, application forms can be obtained from the Post Office, by phone on 0300 330 1350 or you can apply online at www.ehic.org.uk

In the few holidays where there are mandatory requirements for vaccinations, details are given with your confirmation of booking. Unfortunately, apart from clarifying whether a health risk, however minor, has been identified in a destination, we are unable to provide medical advice. Known hazards are identified in our General Information Booklet and more travel health information is available at www.fitfortravel.nhs.uk or www.travelhealthpro.org.uk. Please contact your own GP for medical advice. We regret that our staff are not qualified to give medical advice relating to inoculations or other health matters.

Passports and visas 
Passports are required for all overseas holidays or as identification when boarding a UK domestic flight or cruise ship. Many countries now require that your passport be valid for 3–6 months beyond your stay. Please check the expiry date of your passport (and if travelling to or through the US, the type of passport required). Check that it’s yours and that you’ve packed it before you travel. We strongly recommend you carry a photocopy of your passport separately from your main travel documents. 

Details of any visa requirements will be sent to you with your confirmation of booking. Holidays for which UK citizens require visas have a alongside the prices in this brochure. If your passport is not a British Citizen passport you may require a further visa(s) or be subject to different application procedures. Please check with us, or the appropriate consulate, before booking and don’t obtain an expensive visa more than 3 months before departure without reference to us. 

Visa costs and procedures are liable to change, so are not included in holiday charges, except for Bhutan, China, Cuba, Vietnam, Jordan, Uzbekistan and Indochina. Please note that visa requirements and charges are subject to change without warning. Please be aware that we will require your passport in plenty of time to enable us to process your visa without additional cost. 

Should you be unable to join your holiday due to the cancellation or delay of your independent flight or other travel arrangement or your travel documents being invalid, we cannot accept responsibility for any consequent loss or additional cost. 

On holidays involving the party travelling on a group visa, should you be making your own travel arrangements and not checking-in for travel with the main party, it will be necessary to make your own independent visa arrangements which may involve additional cost and lengthy visa application procedures.

Pioneering travel 
Many holidays visit remote areas and leave the main tourist track behind. Local lifestyle, outlook and values may differ considerably from what you have been used to and the health, safety and operational standards of hotels and transport providers may differ from those expected in the UK and other Western countries.

Safety on holiday 
You should be aware of potential hazards on holiday as experiences amongst mountains, hills and even in cities does involve an element of risk. For example, weather can deteriorate unexpectedly and may cause paths to become slippery. Terrain underfoot can also vary and be different from what you’re used to. Walking poles are a great aid to mobility over uneven ground, and they take some strain off the knees. 

Should you have a disability or suffer from a condition which may affect your participation, or that of other group members, in our holiday arrangements, please contact us.

As the tour leader is responsible for the safety of all group members, he or she may adopt a more cautious approach than would be considered reasonable by an individual party member. 

Some of our holiday locations and local programmes may involve inherent hazards and the acceptance of a degree of personal risk such as exposure to illness, disease, injury or inconvenience and discomfort. When travelling overseas it’s wise to take extra care. Temperatures, humidity or altitude may be higher than you are used to, changes in diet may affect you, and unpleasant insects may be encountered. There is useful information on the Foreign and Commonwealth Office’s Travel Advice Unit and at www.gov.uk/foreign-travel-advice

Footwear, clothing and experience
Please ensure that you bring proper outdoor clothing and footwear appropriate to the nature of the holiday. A leader may refuse to take you on a walk or to participate in an activity if they feel that your clothing, footwear, ability or experience is unsuitable. Good quality walking shoes or boots are required for our more adventurous holidays.

Changes to your holiday 
Do be aware that itineraries planned for some holidays may be changed on the spot due to unexpected events. The final decision for any changes rests with your leader. Chapters Experience Holidays cannot be held responsible for disruption to planned itineraries arising from weather conditions or situations beyond our control such as earthquakes or political unrest. Every effort will be made to provide alternative activities and to ensure that you have the best holiday possible.

Don’t be disappointed – book early!
We do not inflate our brochure prices to allow for last minute discounts, but believe in offering good value for money from the moment our brochure is produced. With this in mind, please book early to ensure you get the holiday you want, particularly in high season. We usually have to release unsold rooms back to the hotels we work with a month before the start of each holiday departure, and for flights, unsold seats usually have to be returned to the airlines six weeks before departure.

Gift vouchers 
Encourage your family and friends to sample the pleasures of a Chapters Experience Holiday – buy them a gift voucher for £25, £50 or £100! A great gift for intrepid travellers or those seeking to try something different. 

Please tell us the name to be printed on the voucher (if any), the address you’d like them sent to and your name and address. 

Also please indicate how you’d like to pay for them and give your telephone number so we can arrange payment (please note we will add our standard charge for payments by credit card]. Email your request to 
[email protected] or write to Gift Vouchers, Chapters Experience Holidays at our usual address.

Holiday feedback 
We welcome all comments about our holidays and value ideas for the future. We appreciate this takes time but we do answer every letter personally and review this correspondence as part of our quality procedures. If you have provided us with an email address we will invite you to complete an online questionnaire or add feedback to our Feefo holiday review page. We may use quotes and testimonials made by you in feedback for marketing purposes.

Insurance
You must be adequately insured to join our holidays. You won’t be able to participate in our local programmes without it. Insurance is optional for UK citizens holidaying in the UK except for holidays to the Channel Islands. Please note that it is very difficult to obtain travel insurance cover once your holiday arrangements have commenced.

Please provide us with a mobile phone number to enable us to contact you at the very last minute or during your holiday – particularly during your outward travel. We will only use mobile phone numbers provided to assist you and not for marketing calls! (Please also switch your phone on when heading to the airport or if delayed en route.)
 






 
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