OUR FAIR TRADING CHARTER

Booking with Confidence Consumer Protection Insurance
In accordance with the EC Directive on Package Holidays, all passengers booking with AT TRAVEL are fully insured against loss of all monies paid to us for the holiday (and repatriation if required) due to insolvency.
1. Booking Form and Deposit
When booking a holiday you must sign the Booking Form and pay a deposit of £80 per person. This deposit is your only commitment until 6 weeks prior to departure.
2. Balance Payments
Within 2 weeks of booking you will receive a holiday confirmation/Invoice which will show the balance of the holiday cost which you must pay to us not less than 6 weeks before departure date. If you have made your holiday booking within 4 weeks of departure then the total holiday price is immediately payable. If for any reason the balance is not received by us by the due date, we reserve the right to cancel your booking and to make a cancellation charge at the rates shown below.
3. If You Change Your Booking
If after making your booking and receiving our confirmation you wish to change to another of our holidays or alter your booking in any way (e.g. by changing departure date, pick-up point) we will do our utmost to make the changes, provided written notification is received at our office from the person who signed the Booking Form at least 4 weeks before departure date. This must be accompanied by a payment of £10 to cover administration costs. Any alteration made by you later than 6 weeks before departure will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out below, unless the new holiday departs on or before the date of the original booking, in which case only the alteration charge will be levied.
4. If You Cancel Your Holiday
If you, or any members of your party, wishes to cancel your holiday, you must notify us in writing immediately. In any case, the date of cancellation will be the date on which notice is received in the Tours Department of AT TRAVEL. As this incurs administration costs and we may not be able to resell your booking, cancellation charges will apply on the following scale:

Period before Departure
More than 42 days	Deposit only
28 – 42 days	30%
14 – 27 days	45%
7 – 13 days	60%
0 – 6 days	100%

If the reason for cancellation is covered under the terms of the holiday insurance we advise you to take out at the time of booking, you may be able to reclaim these charges.
5. Complaints
If you have a complaint during your holiday please immediately inform our Tour Manager who will attempt to rectify the problem. If the matter cannot be put right on the spot you must record the details of your complaint in writing to the Managing Director, AT TRAVEL within 28 days of the completion of your holiday. We will always do our utmost to resolve amicably any complaints. However, if we cannot agree, then in any dispute arising within the terms of the contract with AT TRAVEL you are entitled to refer the dispute for a decision by an arbitrator appointed by the Institute of Arbitrators, provided your claim is for not more than £1,500 per person or £7,500 per booking form and does not involve physical injury or illness. The Arbitration Scheme devised for the travel industry provides for arbitration on documents – a simple and inexpensive method with restricted client liability on costs. Any dispute must be referred within nine months of the return of your holiday.
6. Conditions of Carriage
When you travel on an aircraft, train or ship, the conditions of that carrier apply and are subject to National and International Conditions which may limit or exclude liability. Your contract made under the terms of the Fair Trading Charter is subject to Scottish Law and Jurisdiction. We reserve the right in our absolute discretion to terminate without notice the holiday arrangements of any customer whose behaviour is such that it is likely in our opinion to cause distress, damage, danger or annoyance to our other customers, employees, property or to any third party. This includes any customer who fails to advise us of any medical condition or disability. Upon such refusal or termination, our responsibility for your holiday ceases. Full cancellation charges will apply and we will be under no obligation whatsoever for any refund, compensation or loss you may incur.
7. If We Change Your Holiday
The contents of this brochure are correct at the time going to press. We reserve the right to make changes to the information contained in this brochure and we will advise you of any changes affecting your holiday where those changes occur prior to booking. The arrangements for holidays in this brochure may require changes after booking and we reserve the right to do so at any time after a booking is made. Most of these changes are very minor but where they are significant we will notify you as soon as is reasonably possible before your departure date. A ‘significant change’ is one that involves changing your departure date, resort area or reducing the quality of your main hotel. Changing the location of a single overnight hotel does not constitute a ‘significant change’. In the event of a ‘significant change’ you may decide to:
(a) Continue with the holiday as amended (b) Purchase another available holiday from us OR
(c) Cancel your holiday.
If you choose (c) we will refund all monies paid by you and this will be the limit of our liability.
8. If We Cancel Your Holiday
We reserve the right in any circumstances to cancel your holiday. However, in no case will we cancel your holiday less than six weeks before scheduled departure date except for reasons of force majeure or failure on your part to pay the final balance. In circumstances where we are unable to provide the holiday booked, we will return to you all monies paid or offer you an alternative holiday of comparable standard.
9. Personal Injury
We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and subcontractors (other than sea carriers performing any domestic, internal or international carriage of whatsoever kind) whilst acting within the scope of or in the course of their employment. We will accordingly pay to our clients such damages as might have been claimed in respect of death, illness or injury caused by the negligence, as accepted under Scottish law, of our employees, agents or suppliers contracted or subcontracted by us to provide any part of the arrangements for your holiday.
10. Our Responsibility for Your Holiday
We accept responsibility for ensuring the holiday which you book with us is supplied as described in this brochure and the services offered reach a reasonable standard. If any part is not provided as promised we will pay you appropriate compensation if this has affected the enjoyment of your holiday.
11. Special Assistance
Where appropriate and subject to our discretion, we offer the following Special Assistance to our clients. If any client who through misadventure suffers illness, personal injury or death during the period of their holiday arising out of an incident which did not form part of the holiday package or excursion arranged by us, we shall offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of the occurrence. Where legal action is contemplated our authority must be obtained prior to commencement of proceedings and be subject to your undertaking to assign any costs recovered or any benefits received under an appropriate insurance policy to ourselves. Our costs in respect of the above on behalf of you and your party will not exceed £5,000 in total.