Baltic Travel Company Booking Terms and Conditions
Terms and Conditions:
Your contract is with Baltic Travel (Tour Operator) Ltd (registration number 5198859) trading as Baltic Travel Company. The person making the booking accepts these terms and conditions on behalf of all members of the party and accepts responsibility for paying the price due, including the balance payment.
Financial Protection:
We hold an Air Travel Organiser's License (ATOL number 6534) issued by the UK Civil Aviation Authority (CAA). This means that air holidays booked with us and originating in the EEA are financially protected under the ATOL scheme. In the unlikely event of our insolvency, the CAA will arrange an alternative provider or refund any money you may have paid to us for an advance booking. It will also ensure that you are not left stranded abroad. For further information, visit the ATOL website at www.atol.org.uk
Your Financial Protection:
When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and whom to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that, in those circumstances, the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that, in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
All the flights and flight-inclusive holidays on this website originating in the EEA are financially protected by the ATOL scheme. 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.
When you arrange your own flights and we only provide in country services outside the U.K., you are not protected by these ATOL provisions.
Non-ATOL bookings:
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for [Member name and number], and in the event of their insolvency, protection is provided for:
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with [Member name].
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
You can find out more about ABTOT here: https://www.abtot.com/.
Payment and Prices
We require that you pay the full amount of your holiday at the time of booking, if your departure date is within 10 or in some cases 13 weeks of booking. A deposit is required if you book your holiday more than 10 or in some cases 13 weeks prior to departure. The full price is then payable 10 weeks before your date fo travel. Prices on our website are quoted per person in £ sterling based on 2 people sharing accommodation in a standard room, unless otherwise stated. We reserve the right to alter prices at any time, but we assure you that once you have booked, the price of your holiday will not change unless unforeseen circumstances arise.
NO SURCHARGES - no hidden fees - your price is the price you pay.
If You Change or Cancel Your Holiday
If you decide to change your booking after you have paid, we will do what we reasonably can to accommodate you, but it may not always be possible. You should notify us as soon as possible in writing of any changes as the sooner you do this the more likely it is that we can make the change. There will be an administration fee of £300 on the booking plus any extra costs incurred by us in making these changes.
You may cancel your holiday at any time with us. We must receive written notification from the person who made the booking. However, as we incur costs from the time that we confirm your booking, you will have to pay the applicable cancellation charge as shown below:
| If you cancel your holiday | We charge you
|
| More than 10 or 13 weeks before departure |
Non - refundable deposit |
| Between 4 and 10 or 13 weeks before departure |
75% of holiday price |
| Up to 4 or exceptionally 13 weeks before departure |
100% of holiday price |
Note: certain travel arrangements e.g. airline tickets, may not be changeable after a booking has been made and any change request could result in a cancellation charge of 100% of that part of the holiday. We therefore strongly recommend you take out travel insurance that covers you for most eventualities that would require you to change or cancel your holiday. We refer to http://www.baltictravelcompany.com/insurance.
CORONA VIRUS: Please contact us if you have questions or concerns. If you want advice online we refer to: https://www.gov.uk/foreign-travel-advice
Vaccine status
Please let us know about your vaccine status. Most countries do restrict travel for unvaccinated adults, possibly you can travel but with quarantine.
Group Bookings
A group consists of 10 or more individual passengers. When making a group booking, we will require a £100 per passenger non-refundable deposit at the time of booking. The balance will be due 10 or in some cases 12 weeks prior to departure. For group bookings made within 10 weeks of departure date, we will require full payment at time of booking.
If We Change or Cancel Your Holiday
It is unlikely that we will make any changes to your booking with us. However, we reserve the right to do so if this is due to a factor outside our reasonable control. Any changes are often minor but occasionally we may make a major change. A major change is defined as changing the time of your departure or return flights by more than 36 hours or changing the UK airport you fly from or to (except for changes between London airports). If we have to make a major change, we will let you know as soon as possible and offer you the following options if there is time to do so before departure (note: these options are only available when there is a major change):-
You can accept the change proposed by us. If it is more expensive (which we will try to avoid where possible) we will ask you to pay the difference. If it is less expensive, we will refund the difference to you. If you are unwilling or unable to accept the change(s) we offer, we will adhere to the Industry Guidelines at the time.
We may also cancel your booking as a result of 'force majeure' in which case you will be offered the above options except that you will not be entitled to compensation. A 'force majeure' is any event that could not, even with all due care, be foreseen or avoided e.g. war, civil strife, industrial dispute, terrorist activity, disease, pandemic, natural or nuclear disaster, fire, adverse weather conditions, and all similar events outside our control. In all circumstances where we make a change or a cancellation, we regret that we can not pay any losses, expenses or costs incurred by you as a result of any change or cancellation.
Passports and Visas
It is your responsibility to ensure that you have a passport and entrance visa where appropriate valid for all countries to be visited. All passports should be valid for at least six months after the date of your return.
We offer a service to advise on obtaining a Russian visa but we cannot be responsible if you are not granted a visa. Russia requires all visitors to attend local consular or embassy offices in order to obtain visas to visit. Additionally, we cannot accept responsibility or offer refunds for customers who are unable to travel due to not having the correct documentation.
Please let us know about your vaccine status if you are not vaccinated. Most countries do restrict travel for unvaccinated adults.Complaints
If you have a complaint about any part of your holiday, you should immediately report to it the local supplier e.g. hotel manager and our local representative. If the complaint is not resolved locally to your satisfaction, you should write to us within 28 days of your return to the UK at Baltic Travel Company Customer Service, 29 Pauntley Road, Christchurch, Dorset BH23 3JH and we will do everything we reasonably can to resolve your complaint.
We cannot prevent you from voicing any complaint via social media, but we reserve the right to cease all communication with you if you choose to do so. We also may take legal proceedings for damages and or injunctive relief if we believe any comments posted are inaccurate or may damage our reputation.
Our Responsibilities
We accept responsibility for ensuring the holiday you book with us is supplied as described. If any part of your holiday is not provided as described and this spoils your holiday we ask that you inform our Customer Services team and we will investigate your complaint in full. We are responsible for the actions and failures of our employees, agents and suppliers, save as provided below.
We accept responsibility for death, injury or illness caused by the negligent actions and/or failures of our employees or agents, our suppliers and sub-contractors, whilst acting within the scope of, or in the course of their employment in the provision of your holiday arrangements.
We will therefore pay you such damages as may be awarded in such circumstances under English Law. However we are not responsible if your death, injury or illness is unforeseeable, unavoidable or brought about by a third party unconnected with our holiday arrangements.
With regard to travel by air, sea and rail, and the provision of accommodation, our liability will be limited in the manner provided by the relevant international convention. You can ask for copies of these conventions from our offices at 2nd floor, Nucleus House, 2 Lower Mortlake Road, Richmond TW9 2JA.
Should you or any member of your party suffer illness, personal injury or death through any misadventure during your holiday arising out of an activity which does not form part of your holiday arrangements provided by us, we will, in our reasonable discretion, offer you advice, guidance and assistance. This may include a contribution towards your initial legal costs of making a claim against the offending party. Any request for assistance must be made within 90 days from the date of the incident in question. If you are able to make recovery of these costs, whether from the third party or from an insurance policy, you may be asked to refund our outlay.
For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is the price the person affected paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if that person received no benefit at all from the holiday.
We will send you travel documents approx. 2 weeks before your departure, including electronic tickets for your eventual flight. We also provide you with an emergency number in case you experience problems during your holiday.
Baggage
We cannot be responsible for loss of or damage to baggage, personal effects, money or documents. Your insurance policy may cover these items.
Insurance
You must have a suitable good standard insurance cover in place and it is your responsibility to ensure that you are adequately covered by travel insurance etc.. Please ask for details of insurance benefits offered by your travel insurance company. Once insurance policies have been issued, premiums cannot be refunded unless we cancel the holiday.
Transport
The contractual terms of the companies that provide the transportation (including air travel) for your holiday apply to this contract. These may contain terms that limit your right to compensation. You can obtain copies of these conditions from us. Unfortunately, we are unable to offer any assistance in the event of flight delays and the supply of any meals or accommodation is entirely at the discretion of the airline. Please check carefully airport and flight departure details on your ticket as these can sometimes change from when they were booked. Any such change will not enable you to cancel or change your booking without paying our normal charges.
We strongly recommend, particularly if you are flying economy class, that you check in early if you have particular seat requests. We have no control over allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.
Pregnancy and Infants
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If in doubt, please check with the airline concerned and consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult's lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Generally children aged 2 years or more must occupy a seat.
Abusive content & threatening language:
•
At Scott Dunn we do not tolerate any of our guests calling using violently abusive language or language of a sexually abusive manner. If you receive a call of a sexually or violently abusive nature, please terminate straight away and notify your Line Manager with the full time, date and number of the guest if this shows up on Red Box. This will be reported by the Line Manager to the police where the appropriate action will be taken.
Abusive content and threatening language
At Baltic Travel Company we do not tolerate any of our clients using violently abusive language or language of a sexually abusive manner towards our staff, whether verbally or in writing. Our General Manager will report such calls to the police where the appropriate action will be taken.
Weather and Local Conditions Abusive content and threatening language:
As the weather can be very unpredictable, we cannot be held responsible for any disruption to your holiday due to bad or unusual weather conditions.
We cannot be held responsible for the non-appearance of the Northern Lights, the failure of ski resorts to have ski slopes open, snow or ice. The same condition applies to all activities and/or excursions. If local resorts, museums, concert halls or any facilities close for any reason, we will do our best to obtain a refund for you, but will not hold ourselves responsible for such events.