Terms & Conditions
Booking Conditions 2019v1
1. Your holiday contract
1.1. Your booking is made with Caledonian Travel Group Ltd (“us”, “we”), and the following
booking conditions form the basis of your contract with us. Please read them carefully as they
set out our respective rights and obligations. By asking us to confirm your booking, we are
entitled to assume that you have read the booking conditions and agree to them.
1.2. In these booking conditions, “you” and “your” mean all of the people named on the booking
(including anyone who is added or substituted) or any one of them, as the context requires.
1.3. The person who makes the booking (the “lead passenger”) must be 18 years old. They must
have the authority to agree to these booking conditions on behalf of all of the people named
on the booking.
2. Before you book
2.1. Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements, are your
responsibility and you should confirm these with the relevant Embassies and/or Consulates.
We do not accept any responsibility if you cannot travel because you have not complied with
any passport, visa or immigration requirements.
2.2. Travel Advice
The Foreign & Commonwealth Office issues essential travel advice on destinations, which
includes information on passports, visas, health, safety and security and more. Make sure
you have a look at www.gov.uk/foreign-travel-advice
2.3. Health / Vaccinations
You should contact your GP or a specialist vaccination centre for details of the measures you
will need to take prior to departure.
2.4. Excursions and activities which form part of your package
We offer various excursions and activities which you can book with us as part of your holiday
arrangements. These will be shown in your invoice. Some activities may require you to be in
good health and, by booking with us, you confirm that anyone participating is in good health
with no medical history that would make it dangerous to participate. You must observe safety
instructions at all times. Excursions and activities are subject to minimum numbers, and may
be cancelled at short notice. In such circumstance, you will receive a full refund of monies
paid for the excursion or activity in question.
2.5. Excursions and activities which do not form part of your package
Excursions or activities that you do not book with us are not part of your package holiday
provided by us. This will include excursions or activities where we have introduced you to the
operator of the excursion or activity whilst you are on holiday. Your contract will be with the
operator and not with us. We are not responsible for the provision of such an excursion, tour
or activity or for anything that happens during the course of its provision by the operator.
3. Booking and Paying For Your Holiday
3.1. When you confirm a holiday booking you must pay a deposit of either £200 per person or any
higher deposit which applies to your holiday. The deposit will only be refundable as set out in
these booking conditions.
3.2. Bookings made directly on our website or within 84 days (12 weeks) of your departure date
require full payment at the time of booking. Bookings that include a cruise require full
payment at the time of booking if made within 112 days (16 weeks) of your departure.
3.3. Some travel arrangements need to be paid in full at time of booking and/or are nonrefundable
should you subsequently cancel. We will inform you of this when you book. Please
also refer to 6.3 (If You Cancel Your Holiday).
3.4. The balance of the price of your travel arrangements must be received at least 84 days (12
weeks) before departure and, in the case of bookings including a cruise, at least 112 days (16
weeks) before departure. If we or your travel agent have not received full payment before that
time, we reserve the right to treat your booking as cancelled by you and to retain the deposit
paid. If we do not choose to treat your booking as cancelled immediately because you have
promised to make payment, if you still do not make full payment the cancellation charges
shown at 6.2 will become due depending on the date we reasonably treat your booking as
3.5. We reserve the right to cancel a booking which has been made at an incorrect price. When
we become aware of any such pricing error, we will notify you as soon as reasonably
possible. You will be given the option of accepting the correct price for your holiday, booking
an alternative holiday or receiving a full refund.
3.6. A booking is not accepted until we issue an invoice. The date shown on the invoice is the date
3.7. We will arrange to provide you with the various services which form part of the holiday you
book with us. Before your booking is confirmed and a contract comes into existence, we
reserve the right to increase or decrease, and correct errors in, advertised prices and to
change any of the holiday details advertised. Any changes will be made known to you at the
time of booking.
3.8. It is important to check the details on the invoice when you get it. If any details appear to be
incorrect or incomplete, please contact us immediately as it may not be possible to make
changes later. Any misspelled or incorrect names must be corrected. We regret we cannot
accept any liability if we are not notified of any inaccuracy in any document within 10 days of
our sending it out. We will do our best to rectify any mistake notified to us outside these time
limits but you must meet any costs involved in doing so. We may charge a fee for any
3.9. Out Of Date Range Flights
Occasionally when a booking is made a long time before the departure date, flight details may
not be available. If this is the case, we will inform you at the time of booking. When the
timings and other flight details become available we will inform you of these. If these flight
details amount to a significant change to your holiday (see 7.5) we will offer you the options
set out at 7.8 of these booking conditions.
You should take out appropriate travel insurance which provides cover against loss of deposit
or cancellation fees and against medical costs. Please read your policy details carefully and
take them with you on holiday.
3.11. Advance Passenger Information
You must make sure advanced passenger information is submitted directly to your airline in
advance of travel for all destinations.
3.12. Special Requests
We will endeavour to comply with any special requests we receive (such as specific airline
seating, dietary requirements or specific rooms) and will pass any special requests to the
relevant supplier. However, we are unable to guarantee that such requests will be met and
are not liable for any loss suffered in the event of such requests not being complied with.
4. Your Financial Protection
4.1. We provide full financial protection for our package holidays.
4.2. For holidays which include a flight this is through our Air Travel Organiser’s Licence number
xxxx issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk).
4.3. 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 who to contact if things go wrong.
4.4. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative).
In some cases, where we aren’t 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
4.5. If we 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.
4.6. When you buy a holiday which includes a flight, all money you pay to a travel agent is held by
them on behalf of the Trustees of the Air Travel Trust, subject to their obligation to pay it to us
as long as we do not fail. If we fail, any money held by the agent, or subsequently accepted
from you by them, is and continues to be held on behalf of the Trustees of the Air Travel Trust
without any obligation to pay that money to us. When you buy a holiday not including a flight,
all monies you pay to a travel agent are held by them on our behalf at all times.
4.7. When you purchase travel arrangements that do not include transport your money is still protected in the trust fund.
5. If You Want To Change Your Holiday
5.1. If you want to change any part of your holiday arrangements after the invoice has been
issued, for example your chosen departure date or accommodation, we will do our best to
make the change, but it may not be possible. Any request for changes must be made in
writing by the lead passenger or by your travel agent. If it is possible to make the change, it
will be subject to an administration charge of £50 per person per change, and payment of any further costs we incur in making this alteration. 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
5.2. Certain travel arrangements may not be changeable after a reservation has been made and
any alteration request could incur a cancellation charge of up to 100% of that part of the
arrangements. Scheduled airlines normally regard name changes as a cancellation and
rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
5.3. Some accommodation and transport is priced according to the number of people. If fewer
people share then the cost per person may go up.
5.4. If you change your booking to a holiday of lower value and then you cancel that holiday we
can levy cancellation charges on the value of the original booking.
5.5. Transferring Bookings
You may transfer the booking to another person. An administration charge will be made of
£50 per person for transfer requests made more than 61 days before departure, and £100 per
person within 61 days before departure. You must also pay any further costs we incur in
making this transfer. As most airlines do not permit name changes after tickets have been
issued, these charges are likely to include the full cost of the flight. Both you and the new
traveller are responsible for paying all costs we incur in making the transfer.
6. If You Cancel Your Holiday
6.1. If you or anyone on your holiday booking wishes to cancel the holiday, the lead passenger
must notify us in writing (including by e-mail). Any notification by telephone will take effect at
the time given provided that it is confirmed in writing by the lead passenger within 24 hours.
6.2. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation
charges when you cancel. The amount of the charges depends on how long before departure
you cancel and on whether or not your holiday includes a cruise, as set out in the tables
below. “Deposit” means any amount paid or payable at the time of booking.
84 days or more Loss of deposit
83 – 70 days 40% of total holiday cost *
69 – 42 days 60% of total holiday cost *
41 – 33 days 70% of total holiday cost *
32 – 15 days 90% of total holiday cost *
14 days or less 100% of total holiday cost
Time of cancellation
(days prior to departure)
112 days or more Loss of deposit
111 – 50 days 75% of total holiday cost *
49 days or less 100% of total holiday cost
6.3. Higher cancellation charges may apply in cases where we know that the costs to us of
cancelling your travel arrangements will exceed the standard charges. If this is the case we
will inform you at the time of booking.
6.4. Insurance premiums and amendment charges are not refundable in the event of cancellation.
6.5. You can cancel your booking before it has started without paying cancellation charges if the
performance of your holiday, or travel to your destination, is significantly affected by
unavoidable and extraordinary circumstances at your destination or in its immediate vicinity.
We will observe advice provided by the UK Foreign & Commonwealth Office.
7. If We Change Or Cancel Your Holiday
7.1. Accuracy of Information
We rigorously check the information given in our advertising to ensure that it is correct to the
best of our knowledge at the time of issue. However, we cannot guarantee the accuracy of
the descriptions of the travel products displayed. Facilities may have changed from those
advertised or be unavailable. Hoteliers and other suppliers may wish to maintain or improve
their facilities, or take a break themselves. Tour, excursion, cruise or safari itineraries may
change as a result of local conditions. We will always endeavour to advise you of any
significant changes that we are made aware of prior to your departure.
7.2. Building Works
Many hotels and resorts are continuing to develop, sometimes intensively and often with little
or no advance warning. Whilst we have no control over such work, it is important to us that
you are aware of any significant building work that may be going on during your stay. General
refurbishment at hotels is necessary to maintain standards but if we are informed of works
which might reasonably be expected to seriously impair the enjoyment of your holiday, we will
notify you as soon as possible.
7.3. Exclusive Departures
Provision of a Panorama escort on our advertised Exclusive Escorted Departures is
subject to minimum passenger numbers being reached. Should minimum numbers not be
reached your holiday will continue with other local ground representation. If this is the case,
we will notify you a minimum of four weeks prior to departure.
If We Change Or Cancel Your Holiday Before Your Departure
7.4. We hope and expect to be able to provide you with all the services we have confirmed to you
at the time of booking. We plan arrangements a long time in advance of your holiday using
independent suppliers, such as airlines and hotels, over whom we have no direct control. On
occasions changes do have to be made, and we reserve the right to change or cancel your
holiday at any time. If we have to make a significant change or cancel, we will tell you as soon
7.5. A significant change includes a change of accommodation to that of a lower standard for the
whole or a major part of your time away, a change of flight time of more than 12 hours, a
change of UK departure airport (except between London or Glasgow Airports), or a significant change of resort area. Examples of insignificant changes include alteration of your flights by less than 12 hours, changes to aircraft type, changes of carriers, change of accommodation to another
of the same or higher standard.
7.6. We will only cancel your confirmed booking after you have made full payment where we are
forced to do so by unavoidable and extraordinary circumstances (see 7.10) or if the minimum
number of clients required for a particular travel arrangement is not reached.
7.7. If we cancel your holiday you can choose either to have a refund of all monies paid or accept
an alternative holiday of comparable standard from us if we offer one (we will refund any price
difference if the alternative is of a lower value).
7.8. Where there has been a significant change to your holiday we will offer you the choice of:
• accepting the changed arrangements; or
• accepting alternative travel arrangements, if available (we will refund any price difference
if the alternative is of a lower value); or
• cancelling, in which case you will receive a full refund.
We will tell you the procedure for making your choice. Please read any notification of changes
carefully and respond promptly as if you do not respond to us within the timescale given your
booking may be cancelled.
7.9. If we have to make a significant change or cancel we will pay you the compensation set out in
the table below, unless:
• we are forced to make a change or cancel by unavoidable and extraordinary
circumstances (see 7.10);
• we have to cancel because the minimum number of passengers necessary for us to
operate your holiday has not been reached;
• we cancel as a result of your failure to comply with any significant requirement of these
booking conditions (such as making payment on time).
No compensation is due for changes that are not significant changes.
7.10. Unavoidable and extraordinary circumstances
We shall not be in breach of our contract with you nor liable for delay in performing, or failure
to perform, any of our obligations under our contract with you if such delay or failure results
from a situation beyond our control, the consequences of which could not have been avoided
even if all reasonable measures had been taken (“unavoidable and extraordinary
circumstances”), including but not limited to, whether actual or threatened, war, riot, civil
strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather
conditions, epidemics, fire or unavoidable technical problems with transport.
8. On Holiday
8.1. Flight Delays
When a delay occurs we will try to make sure refreshments or meals are provided when
appropriate. Such arrangements will normally be the responsibility of the airline. If you have
taken out a travel insurance policy you should have cover against delays.
8.2. Cutting Your Holiday Short
If you return home early where a problem with the services provided does not reasonably
justify it, we will not offer you any refund for the 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.
8.3. If in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or
other person in authority, your behaviour is causing or is likely to cause danger or upset or
persistently affect the enjoyment of others, or to cause damage to property, we reserve the
right to terminate your holiday. Should this happen no refund or compensation will be paid
and we will have no further responsibility for your holiday arrangements (including any return
travel). Please also note we reserve the right to cancel your holiday if you have been abusive towards any member of the Panorama staff.
8.4. You will be responsible for all damage you cause to any vehicle, accommodation or their
contents during your holiday. These charges may need to be paid locally.
8.5. Additional assistance
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate
assistance, in particular by providing information on health services, local authorities and
consular assistance; and helping you to find alternative arrangements and any necessary
phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
8.6. Representative Services
Please note we do not have representative services available in all the destinations we
feature and therefore you will not necessarily be met on arrival. Please ensure you refer to
your travel documents which will provide the appropriate contacts details should you need
assistance whilst on holiday.
8.7. Airline failure
In the unlikely event that the airline with which you are travelling ceases to trade whilst you are
abroad, you must contact us at the earliest opportunity to allow us to seek to find you an
alternative return flight. We shall not be liable for any costs you incur in making your own
return flight arrangements if you have not given us the opportunity to arrange an alternative
flight home for you.
8.8. Charges payable locally
In addition to your holiday price you may have to pay charges locally in resort, such as city
taxes, resort fees and breakage/security deposits. Please ensure you have sufficient local
currency available at your destination.
9. Our Liability to You
9.1. Please read this clause carefully as it sets out our entire financial liability (including any
liability for the acts or omissions of our employees, agents and subcontractors) to you under
or in connection with our contract with you.
9.2. We are responsible for the performance of the travel services included in your package travel
contract, irrespective of whether those services are to be performed other travel service
providers (our suppliers). If any of the travel services are not performed in accordance with
the package travel contract and we don’t put that right we may be liable to offer you
compensation, but within the limits of the law and the terms of our contract with you.
9.3. Nothing in these booking conditions shall limit or exclude our liability for:
9.3.1. death or personal injury resulting from negligence; or
9.3.2. fraud or fraudulent misrepresentation; or
9.3.3. breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
9.3.4. any other liabilities for which it would be illegal or unlawful for us to limit or exclude
9.4. We shall not be liable to you, whether in contract, tort (including negligence) or restitution, or
for breach of statutory duty or misrepresentation, or otherwise, for any damage, expense,
cost or other sum or claim of any description whatsoever which results from:
9.4.1. your acts or omissions; or
9.4.2. unavoidable and extraordinary circumstances (see 7.10)
9.5. Without prejudice to clauses 9.3 and 9.4, our total liability arising under or in connection with
our contract with you, whether arising in contract, tort (including negligence) or restitution, or
for breach of statutory duty or misrepresentation, or otherwise, shall be limited to a maximum
of three times the cost of your travel arrangements.
9.6. Our liability will also be limited in accordance with and/or in an identical manner to:
9.6.1. The contractual terms of our suppliers (such as airlines, accommodation or transport
providers) that provide your travel arrangements. These terms are incorporated into
this contract; and
9.6.2. Any relevant international convention, for example the Montreal Convention in
respect of travel by air, the Athens Convention in respect of travel by sea, the Berne
Convention in respect of travel by rail and the Paris Convention in respect of the
provision of accommodation, which limit the amount of compensation that you can
claim for death, injury, delay to passengers and loss, damage and delay to luggage.
We are to be regarded as having all benefit of any limitation of compensation
contained in these or any conventions.
9.6.3. Copies of the transport companies’ contractual terms, or the international
conventions, are available on request.
9.7. Under EU Regulation 261/2004 you have rights in some circumstances to refunds and/or
compensation from your airline in cases of denied boarding, cancellation or delay to flights.
Full details will be publicised at EU airports and available from airlines. However
reimbursement in such cases will not automatically entitle you to a refund of your holiday cost
from us. Your right to a refund and/or compensation from us is set out in these booking
conditions. If any payments to you are due from us, any payment made to you by the airline
or any other service provider will be deducted.
9.8. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary
circumstances, we will bear the cost of necessary accommodation, if possible of equivalent
category, for a maximum of three nights. The limit doesn’t apply to persons with reduced
mobility and any person accompanying them, pregnant women and unaccompanied minors,
or persons in need of specific medical assistance, provided that you notified us of these
needs at least 48 hours before the start of your holiday.
10. If You Have A Comment or Complaint
10.1. If you have a complaint about any of the services included in your holiday, please inform our
local agent or notify the supplier of the service in question (e.g. hotelier). If your complaint is
not resolved locally, please contact us through our In Resort Team on +44 1224 464 672 and
we will endeavour to put things right.
10.2. If you do not make your complaint as soon as possible while on holiday, this will affect our
ability to investigate and take remedial action and this may affect your rights under your
contract with us.
10.3. If a problem remains unresolved during your holiday, you must make a complaint in writing to
us within 28 days of the completion of the holiday. Please remember to quote your holiday
booking number and daytime telephone number.
10.4. You can also access the European Commission Online Dispute (ODR) Resolution 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.
11. Privacy notice
11.1. We are committed to respecting your privacy and protecting your personal information. Our
privacy notice is available on our website.
12. Governing Law
12.1. Your contract with us and any dispute or claim arising out of or in connection with it shall be
governed by the law of Scotland.
12.2. You and we irrevocably agree that the courts of Scotland shall have exclusive
jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising
out of or in connection with the contract between us.