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These Booking Conditions and the Further Information
form the basis of your contract with Ionian Island Holidays Ltd also trading as Aegean Island Holidays. Please
read them carefully as they set out our respective rights and obligations. These booking conditions have been
formulated as a result of our responsibilities under law.
They do not affect your statutory rights.
Your Financial Protection
When you buy an ATOL protected air holiday package or flight from Ionian Island Holidays Limited (also trading as Aegean Island Holidays) you will receive a Confirmation Invoice and ATOL Certificate from us, confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 5853. In the unlikely event of our insolvency, the CAA will ensure that you are 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 http://www.atol.org.uk
What happens when you make a reservation?
All bookings are made and accepted subject to the terms set out in these conditions and the information detailed in this supplement. When you or your travel agent make the booking a contract is made, and we will confirm your booking as soon as we receive your instructions verbally, electronically or in writing. You must then pay the deposit together with any applicable insurance premium. Special requests can be made but cannot always be guaranteed. An invoice will be sent to you, or your travel agent, for the balance of monies owing. If intended departure is within 10 weeks, then the total holiday cost, including the insurance premium, is payable in full at the time of booking.
Ionian & Aegean Island Holidays acts in the following capacities:
- Where you have booked a "Package Holiday" with us, as defined below at clause 1, your contract is with Ionian & Aegean Island Holidays and we accept responsibility as a "package organiser" for these bookings. Please see Section A for the terms and conditions which apply to your package holiday booking with us.
- Where you have booked accommodation-only with us, such as a villa or hotel booking, this is a single component booking,
and we will act as either a Principal (meaning your contract will be with Ionian & Aegean Island Holidays for the
accommodation-only booking) or an agent on behalf of the owner or supplier of the accommodation (meaning that your contract
will be with the owner or supplier of the accommodation instead).
Please see Section B for the terms and conditions which apply to your accommodation booking with us where we are acting as a principal.
SECTION A (PACKAGE HOLIDAY BOOKINGS)
1) What is a Package Holiday Booking?
This section A shall apply to all bookings where you have booked a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:
- carriage of passengers (typically flights); or
- accommodation; or
- rental of cars, motor vehicles or motorcycles (in certain circumstances); and
- any other tourist service not intrinsically part of one of the above travel services,
Important note: Please note that where you have made a booking with us which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one or more tourist services as listed at (d) above, this will not create a Package where the tourist services:
- do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
- are selected and purchased after the performance of the transport, accommodation or car rental has started.
2) How to book Your Package Holiday, what to pay and when?
The person, in whose name the booking is made, acts on behalf of all other persons named, must be over 18 years of age and becomes responsible to us for all payments in respect of the booking. Your reservation will be confirmed upon payment of a non–refundable deposit of £250 per person (for our standard package holidays) plus any applicable insurance premium. For certain holidays where flights are separately bought in and cannot be cancelled, the full cost of the flight will be payable at the time of booking, as well as an additional charge relating to the accommodation and other services provided. In this event both the flight the and accommodation will be non-refundable, full payment will be required at the time of booking. We allow 5 working days from confirmation of the booking for monies to reach us. If after that period monies have not been received, the holiday is cancelled, and cancellation charges will apply. We must receive the balance of the holiday cost at least 10 weeks before the departure date. Please also ensure you send payment in sufficient time for us to pay in and clear it through your bank, otherwise your booking will be cancelled, and you will be liable to pay cancellation charges as shown in Condition 21.
If your holiday is arranged through our authorised travel agents and not directly with us, then all monies paid to your Travel Agent are held by them as an Agent of Ionian & Aegean Island Holidays. Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
Late Bookings: For all bookings made within 10 weeks of departure, the holiday is confirmed as soon as you or your Travel Agent gives confirmation verbally over the telephone, or by e-mail. Therefore, if you subsequently cancel your booking, cancellation charges as shown in Condition 21 apply. Full payment for the holiday, including insurance premiums, must be made at the time of booking to secure the reservation.
Accuracy: We endeavour to ensure that all the information and prices both on our website and is accurate, however occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to your chosen package before you make your booking.
When you receive your confirmation please check your confirmation invoice to ensure it reflects your intended booking
Insurance: Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Customer Relations Discounts: Customer relation discounts will be applied to full advertised prices prior to any other applicable discounts being applied.
3) Prices and Surcharges
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:
- the price of the carriage of passengers resulting from the cost of fuel or other power sources;
- the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
- the exchange rates relevant to the package. The price of your holiday was calculated using exchange rates quoted in the Financial Times Guide to World Currencies on 01 Nov 2021. In relation to the following currencies £1 sterling being €1.17
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your package, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or separately booked additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you show that you are unable to transfer or reuse your policy.
Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10.
There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period (except where otherwise provided in these Booking Conditions)
Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
4) What do we charge for children, toddlers and babies?
The conditions below apply to all children travelling with Ionian & Aegean Island Holidays:
- Definitions: an ‘infant’ is a child under the age of 2 on the return of such child to the UK.
A 'child' is a person aged between 2 and 15 on the return of such child to the UK. Handling Agents at airports will specifically check the child’s date of birth with passport entries.
- Price reductions for children are listed on our website and apply to children sharing with two full fare paying adults in most our villas and self-catered accommodation. Some hotels do not offer child discounts. Additional Child Discounts do not apply where the special offer exceeds 10%.
- The adult price is based on the number of adults and children sharing the accommodation.
- Infants travel for £50 – cots, highchairs and baby seats are provided free of charge, if requested at the time of booking. Passengers booking places for infants, where the infant is found to be outside the age limits specified above, will be required to pay the full price plus an amendment fee, before any member of the party will be allowed to board the aircraft. Any child booked as an infant who is, in fact, over the age of two on the date of RETURN travel, will be refused permission to board if there are insufficient seats on the aircraft, as airline regulations stipulate that children over two must have their own seats. Infants are not included in car passenger numbers where car hire is included. Please ensure that the vehicle that is included to accommodate your infant(s) is suitable otherwise please ensure that you upgrade to a suitable vehicle.
5) What happens if we change your holiday?
We plan our holidays many months in advance and although it is unlikely that we will have to make any changes to confirmed bookings, it can happen. Changes are usually of a minor nature, and we will advise you or your travel agent at the earliest possible date, if there is time, before your departure. Flight timings and carriers on this website are subject to change, confirmed details will be sent with your tickets. Ionian & Aegean Island Holidays reserves the right to alter the website flight departure time to a different time within a period of twelve hours of the notified time of departure, without responsibility for any loss or damage arising from such a change. Airport authorities or other factors beyond our control may vary the scheduling of departure times and the details given are for your guidance only.
We are unable to accept any liability for any delay to your flight, whether the delay or cancellation is caused by adverse weather conditions, the action of air traffic controllers, the action of airport authorities or governments, the rescheduling of times by the airline, mechanical breakdown, strike or industrial action or otherwise. In such circumstances you may be able to make a claim under your insurance policy or directly with the airline.
We reserve the right to alter the aircraft type or airline operating your flight, this is not a major change, and we will be under no obligation to notify you of any such change.
If the airline has cancelled the original flight that is on your booking, it is our responsibility to source an alternative flight option for you, where possible. This could mean a change in the airline operating the route. The cost of the alternative flight will not be passed to you. If we are able to source an alternative carrier on the same flight date departing from the same or a nearby airport and the flight departure time is less than 12 hours from your original booking, this is not regarded as a “significant change”. In these circumstances, your booking is still valid.
Additionally, if the destination airport has been changed and the transfer time to your holiday destination is not more than 2 hours longer than your original booking’s transfer time this is not regarded as a significant change. For example, if Paxos is your destination and Preveza airport is substituted for Corfu airport, or if Pelion is your destination and Volos airport is substituted for Skiathos airport, this is not regarded as "significant change". In this event, we will of course be responsible for arranging your onward transfers and ensure that these operate as smoothly as possible.
A "significant change" occurs when:
- We cannot source a replacement flight
- A change of outward departure time or overall length of arrangements by more than 12 hours.
- A change of UK departure airport except between:
- The London airports: Gatwick, Heathrow, Luton, Stansted and London City.
- The South Coast airport: Southampton, Bournemouth and Exeter.
- The South Western airports: Cardiff and Bristol.
- The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield.
- The Northern airports: Liverpool, Manchester and Leeds Bradford.
- The North Eastern airports: Newcastle and Teesside.
- The Scottish airports: Edinburgh and Glasgow.
- substitution of accommodation originally booked with one of a lower price or official grading.
If a "significant change" occurs your rights are as follows:
- Accept the alteration.
- Accept a credit voucher against a future Ionian & Aegean Island Holiday instead of cash.
- Choose to take an alternative holiday with us (if it is more expensive you must pay the difference, but if it is cheaper, we will make an appropriate refund), or
- Cancel the holiday and receive a full refund of the monies paid.
|Period before scheduled departure within which a major change is notified||Compensation per full fare paying passenger (excluding infants)*|
|Cash Refund||Credit Voucher|
|70 days or more||Nil||Nil|
*NB: For children invoiced at reduced rates, compensation will be paid on a pro-rata basis. Compensation payments apply to all holidays booked including reduced price or special offer holidays. However, in the case of reduced price or special offer holidays, compensation is 50% of the above rate. Compensation payments do not apply to changes caused as a result of force majeure and circumstances beyond our control (Condition 7).
6) What happens if we are forced to cancel your holiday?
We reserve the right, in any circumstance, to cancel your holiday. However, in no case will we cancel your holiday less than 10 weeks before the scheduled departure date, except for the reasons detailed in Conditions 3, 7 and 14. If due to events beyond our control, we can no longer provide the holiday originally booked, we will return your money, or offer you an alternative holiday of a comparable standard.
7) Force Majeure – Unavoidable and extraordinary circumstances beyond our control
Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your holiday after booking, or we, or our suppliers, cannot supply your holiday, as we, or they, had agreed, or you suffer any loss or damage of any description. When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, threat of war, airport closures, epidemic (including COVID 19), natural or nuclear disaster, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened), change to Foreign Commonwealth and Development Office (FCDO) advice to advise against travel to destination we sell and significant building work ongoing outside of your accommodation.
Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Unavoidable and Extraordinary Circumstances, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
Can I cancel or change my holiday?
Under the following circumstances, you are entitled to change or cancel your holiday:
- The UK FCDO advise against all non-essential travel to your destination
- Borders to your destination are closed
- You are required to quarantine on arrival at your destination
8) What are Ionian & Aegean Island Holidays liable for?
8.1 We will accept responsibility for the arrangements we agree to provide or arrange for you as an 'organiser' under the Package Travel and Linked Travel Arrangements 2018. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
8.2 We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
- the act(s) and/or omission(s) of the person(s) affected.
- the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
- unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
- an event which either we or our suppliers could not, even with all due care, have foreseen or forestalled.
- Loss of and/or damage to any luggage or personal possessions and money; the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any loss of this kind.
- Claims not falling under (a) above and which don’t involve injury, illness or death. The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
- Claims in respect of international travel by air, sea and rail, or any stay in a hotel.
- The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices (please contact us).
In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.
- In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation EU261/2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
- When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
- The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices (please contact us).
8.5 Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may require.
8.6 Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
- which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
- relate to any business.
8.8 Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to Unavoidable and Extraordinary Circumstances, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday.
9) Personal injury
This section covers injury, illness or death while you are using the holiday services that we have arranged for you, including our accommodation. We have no direct control over the way our suppliers provide their services, but everyone employed or contracted by us or by our suppliers is expected to carry out their duties properly. If they do not carry out their duties properly (or at all) and that fault results in your injury, illness or death, we may make a payment to you. We will not make any payment if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court.
We will make such payments for injury, illness or death on the basis that you accept that:
- You must tell us, and the supplier involved about your injury or illness while you are in the resort (see Condition 26). You should also write to our Customer Services at the address given in Condition 26 about your claim within 28 days of coming home from your holiday to allow us to investigate it properly. Please include a letter about your injury or illness from your doctor if you can.
- You should transfer to us any rights you have against the supplier or any other person.
- You should co-operate fully with us if we or our insurers want to enforce those rights.
- Any payments we make may be limited in accordance with international conventions.
- We ask you to transfer your rights to us so that we can claim back from suppliers any payments we make to you, plus any legal or other costs. We will not make a profit from this. If we get back from the supplier more than we have paid you, we will refund you the difference.
10) Insolvency Protection
We provide full financial security for flight-inclusive packages by way of our Air Travel Organiser’s License number 5853, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: firstname.lastname@example.org.
When you buy an ATOL protected product 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. For further information, visit the ATOL website at www.atol.org.uk.
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 (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.
Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay for flight-inclusive packages in the United Kingdom and European Economic Area (EEA).
We provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTA Ltd, The Travel Association, 30 Park Street, London SE1 9EQ www.abta.com. You agree to accept that in the event of our insolvency ABTA may arrange for the holiday or travel services you have purchased to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the holiday or travel services you have purchased, to pay any outstanding sum under your contract with us to that alternative travel service supplier. However, you also agree that in some cases the holiday or travel services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.
Note: If you book arrangements other than a package holiday from us, your monies will not be financially protected except where specified in Section B of these Terms and Conditions. Please ask us for further details.
11) Passport, Visa, and Immigration Requirements & Health Formalities
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to Greece. Please check https://www.gov.uk/foreign-travel-advice/greece/entry-requirements.
UK-issued European Health Insurance Cards (EHICs) are still valid and offer the same cover as GHICs in the EU. Once your EHIC has expired, you will be able to replace it with a GHIC. You can get a provisional replacement certificate (PRC) if you need treatment abroad and do not have a card. Most people can apply for a GHIC online, but some people need to apply by post. Beware of unofficial websites, which may charge if you apply through them. An EHIC or GHIC is free of charge. Your card will normally arrive within 10 days. You can apply here: https://www.ghic.org.uk/Internet/startApplication.do
British Citizens and other EU passport holders travelling to Greece do not require a visa. If you do not hold a British or EU passport it is vital that you check current entry requirements with the Greek Consulate on 02072293850. Further information can be obtained from the Greek National Tourist Organisation at http://www.visitgreece.gr/en/before_you_travel/passports_and_visas
Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/foreign-travel-advice/greece
We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during its provision by the operator.
13) Conduct while travelling
We reserve the right to refuse to accept you as a customer or continue dealing with you if your behaviour is disruptive, affects other travellers, is threatening or abusive towards our staff, agents in the UK, in resort, on the telephone, in writing or in person. If the Captain of your flight or any of our resort staff believes that you could be disruptive, they can also refuse to permit you to proceed with your travel arrangements. If this means you are not allowed to board the flight outbound from the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see Condition 21). If this occurs overseas, then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any costs and expenses incurred as a result of your behaviour e.g. the cost of diverting an aircraft or boat to remove you. Criminal proceedings may also be instigated.
In the very rare event of over-booking accommodation of which we are not aware before you depart, you will be offered alternative accommodation on arrival, which accommodation will be of a comparable standard if available. If the location and/or facilities of the alternative accommodation can reasonably not be considered similar to that originally booked, we will compensate you by paying you the difference in price, if any, between the two properties plus compensation of up to 5% of the original holiday price.
15) Accurate descriptions
We make every effort to ensure that all resorts and accommodation offered in this website are described as accurately as possible and that all price indications are correct. Changes, however, can occur and we reserve the right to make changes, in which case you will be informed, of any price change and any material descriptive change, at the time of booking or on your subsequent Holiday Confirmation Invoice. You should bear in mind that certain facilities, particularly sports, entertainment and excursions, are subject to demand at any given time. It would not, for instance, be reasonable to expect an excursion to run unless there is demand which makes its operation economically viable. If a hotel is equipped with centrally controlled air-conditioning, the period and time of functioning of the system is at the discretion of the hotel management.
- Accommodation which forms part of your booking may only be used by the persons named on the booking form. Subletting is not permitted (see Condition 19).
- You must observe the rules, if any, relating to the accommodation.
- You must vacate the accommodation in most areas by 10 am on the day of departure. There may be some exceptions, and these will be advised locally by our representative, agent or accommodation provider. Check-in is normally available from 4pm onwards subject to hotel/accommodation management discretion.
17) Internet and Wi-Fi
If an accommodation has internet access this is usually mentioned in the description. In most cases connections are sufficient for checking emails and light web browsing. Bandwidth restrictions may apply if the connections are used for downloading large files or streaming video content. Wi-Fi is available in most villages and many local cafés also advertise free connections. Please note we cannot guarantee Wi-Fi availability as this is dependent on local ISPs, technical issues etc. On selected properties local charges may apply. This facility does not form part of our contract with you.
18) What if you break or damage anything on your holiday?
Should a client be responsible for damage to or loss of any item of the accommodation inventory during their occupation of the holiday accommodation, a charge will be made locally to cover the cost of replacement or repair. Please make this known to your Resort Representative prior to your departure. This will enable us to put things right for the new arrivals. Where any breakages have occurred, and payment is due our representative will issue an official company receipt specifying details on the amount paid.
19) Extra persons in villas or apartments
The number of people stipulated on the booking confirmation must not be exceeded unless approval is obtained from the Company’s local representative or from the Company’s London Office and the appropriate payment made. Any unauthorised guests found to be staying at the property will be asked to leave.
20) What happens if you change your holiday plans?
If you wish to change your holiday in any way, the following conditions apply:
- No changes are allowed from a full price holiday to a special offer holiday.
- No changes are allowed from one season to another. This would be treated as a cancellation. Cancellation charges are detailed in Condition 21.
- If there is a change in the number of persons booked on the holiday, the price will be recalculated based on the amended party size, subject to availability. If one person in a twin room cancels, we reserve the right to pass on the full cost of the twin room to the person using the room. Any increase in price per person due to part cancellation is not a cancellation charge and is not covered by our insurance. A separate cancellation charge as detailed in Condition 21 will be made against the cancelled element, and the booking will be re-invoiced accordingly.
- Name changes: Names can be changed at £75 per name up to 28 days prior to the departure date (only applicable to our charter flights). N.B. On scheduled flights no name changes can be accepted.
21) And if you cancel?
- in any event If wish to cancel the holiday, this must be done in writing to us. A written
notification must be received by us by recorded or registered mail or by e-mail. No
cancellation will be effective until such written notice is received by us. You will be liable to
pay the following cancellation charges:*
Period before departure date that communication received Cancellation charge as % of total holiday cost less insurance premium More than 70 days Deposit Only 69 - 56 days 30% 55 - 43 days 40% 42 - 29 days 60% 28 - 22 days 80% 0 - 21 days 100%
- We reserve our right to pass on to you any cancellation charges imposed by our suppliers which are in excess of the cancellation charges set out above. In particular, any "bought-in flight element" (i.e. that you are booked on non-standard Ionian & Aegean Island Holidays flights, scheduled or chartered, for which a higher deposit is required as they formulate part of the terms and conditions of that airline) and/or accommodation (i.e. where full payment is required to obtain a special offer price at the time of booking) will be charged at 100% cancellation fees irrespective of when the cancellation was made.
Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
- If the deposit paid is more than the percentage cancellation charge applied within 69 days then the higher amount will be applied.
Cancellations must be notified in writing to us or your travel agent and commence from date received by Ionian & Aegean island holidays.
NB: If the reason for cancellation falls within the terms of your insurance policy, then the insurance company will normally refund any such charges to you. The insurance premium is forfeited on cancellation. If you do not turn up for your flight, unless you inform us otherwise, your booking will be treated as a cancellation and normal cancellation charges of 100% will apply.
Cancellation by You due to Unavoidable and Extraordinary Circumstances:
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of Unavoidable and Extraordinary Circumstances (defined in condition 7) occurring at your holiday destination or its immediate vicinity and significantly affecting
- the performance of the holiday or
- the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign, Commonwealth and Development Office advises against travel to your destination or its immediate vicinity and your departure date is imminent. If your holiday is not due to start imminently and you request to cancel, we will consider the reason for your cancellation to be a disinclination to travel and our standard cancellation terms, as set out in condition21, will apply.
Beaches, the sea, roads and areas around holiday accommodation do not form part of the package and have not been inspected.
23) Car hire
You must also pay for any excess on car hire insurance, parking fines and petrol consumed. It is your responsibility to resolve any dispute regarding damage to the vehicle, fuel and parking fines locally and make full payment to our local car hire agent before departure.
Please note if you have purchased a package holiday that includes an infant, the car included in the package price does not include infants in car passenger numbers as they do not contribute to the overall package price which is based only on passenger numbers. Please therefore ensure that the vehicle that is included is suitable to accommodate your infant(s) otherwise please ensure that you upgrade to a suitable vehicle.
24) Local services
The Company does not operate its own excursions. Any excursions booked locally at destination do not form part of the package, whether reserved through our local agent or representative. Ionian & Aegean Island Holidays acts solely as an agent for any such excursions and takes no responsibility or accepts any liability for their correct performance. Your contract will be with the operator of the excursion or tour and not with us.
25) Motorboat hire and sailing
All boating and sailing facilities are offered subject to availability and are subject to local Greek laws and the directions of the local harbourmaster. The company cannot be held responsible for loss of boat hire due to adverse weather conditions. You are responsible for any damage caused to your hired motorboat, as these boats only have third party insurance cover. Any dispute regarding boat hire including petrol charges and damage to the boat must be settled locally before your departure.
26) What happens if you complain about your holiday?
If a problem arises during your holiday, it is important that you advise the supplier and/or representative at the earliest opportunity, who will endeavour to put things right. If your complaint cannot be resolved locally, your representative will ask you to complete a Client Liaison form, the original to be kept by you and a copy will be forwarded to our Head Office. This form records your grievance or complaint made whilst in resort. Should you wish to take the matter further, please email our Customer Relations at email@example.com or write to Customer Relations, Ionian & Aegean Island Holidays, Olympia House, Armitage Road, London NW11 8RQ, or your travel agent, within 28 days of returning home quoting your booking reference number. Unless there is a valid reason, we will not consider Ionian & Aegean Island Holidays Ltd liable for any complaint that was not initially registered with our representative ‘in-resort’. It is unlikely that you will have a complaint that cannot be settled amicably however should you wish to write to us please allow 28 days from written receipt of correspondence in which to investigate and respond to your grievance. Please include an email address so we may acknowledge receipt of your correspondence. Disputes arising out of, or in connection with, this contract which cannot be amicably settled, may be referred to arbitration, if the client so wishes, under an independent scheme arranged by The Association of British Travel Agents Ltd and administered 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 client in respect of costs. Full details will be provided on request or can be obtained from the ABTA Ltd, website https://claims.abta.com/consumer-zone-claims/
27) What happens if you lose or damage a piece of luggage?
Under the terms of various international conventions, while your personal effects and baggage are in the hands of the carrier, the carrier is liable for the safety of such baggage.
If your baggage is lost or damaged between the time of airport check-in and the recovery of the baggage from the carousel at the end of the flight, then the carrier is under a duty to pay compensation. The amount of compensation is determined by international convention, details of which are on the reverse of your flight tickets. In case of loss or damage, a Property Irregularity Report must be completed before you leave the airport. Should your claim be in excess of the airline’s compensation level, then you should approach your insurers to see if they will pay the difference. It is your responsibility to ensure that all your belongings are loaded onto the correct transfer coach, minibus, taxi or hire car. At all other times when your personal effects and/or baggage are in the custody, care and control of Ionian & Aegean Island Holidays, we will be responsible for the safety of such items. However, we will not accept liability for claims in excess of £400. Items of high individual value should be adequately insured, as neither Ionian & Aegean Island Holidays nor its carriers will accept liability for loss or damage.
28) What rules apply to flights including flight delays?
- Flight times are provided by airlines and are subject to change owing to matters such as air traffic control restrictions, weather conditions and technical problems. Flight timings are therefore estimates only and cannot be guaranteed. As between you and any individual airlines, the airline’s standard conditions of carriage will apply. These may limit or exclude liability in accordance with relevant international Conventions. Copies of these Conventions are available from us on request.
- Under the Denied Boarding Regulation (EU 261/2004), if you have been denied boarding, your flight has been cancelled or it has been significantly delayed, it is the airline’s duty to look after you. This means providing food, drinks, and some communications. If you are delayed overnight, this also means a hotel and travel to and from it. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengerrights. We have no liability to you in these circumstances whatsoever and your claim for this assistance and any compensation must be made directly to the airline. Liability of an airline under EU 261/2004 will not entitle you to a refund of your holiday price from us.
- The Package Travel and Linked Travel Arrangements 2018 provide that if you experience difficulty on the occurrence of circumstances described in Condition 8 of these booking conditions, we will provide you with prompt assistance. Where you experience a flight delay or cancellation which is not owing to any failure by us, our employees or subcontractors, this assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them.
- If you or any member of your party misses your flight or other transport arrangement, it is cancelled, or you are subject to a significant delay for any reason, you must contact the airline or other transport supplier concerned immediately.
- We cannot accept liability for any delay which is due to any of the reasons set out in Condition 7 of these booking conditions (which includes the behaviour of any passenger(s) or for any passenger who, for example, fails to check in or board on time). A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. However, you may be entitled to claim under the flight delay section of your travel insurance policy.
- We have no control over which seats are allocated by the airline on each flight. In the event that you have pre-booked specific seats and not been allocated these seats by the airline, we are not liable and any grievance must be directed to the airline directly. We also have no control over how much leg room (seat pitch) airlines allow on their aircraft. No guarantee can be given as to a specific seat configuration on board as aircraft types vary. However, these seat pitches are standard throughout the airline industry and comply with current Civil Aviation Authority guidelines.
- The information on our website is our responsibility, as your tour operator. It is not issued on behalf of and does not commit the airlines mentioned herein or any airline whose services are used during your travel arrangements.
SECTION B (ACCOMMODATION ONLY PRINCIPAL)
Section B applies to any accommodation-only booking you make with Ionian & Aegean Island Holidays where we act as a principal in the sale of that accommodation-only booking (meaning your contract will be with Ionian Island Holidays for the accommodation-only booking).
29) Booking and Paying for Your Arrangements
A booking is made with us when you pay us a deposit (or full payment if you are booking within 70 days of departure) and we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking.
The balance of the cost of your arrangements (including any applicable surcharge) is due not less than 70 days prior to your scheduled departure, unless we advise you that payment is required earlier. If we do not receive this balance payment in full and on time for any reason (including, but not limited to, where the Foreign, Commonwealth and Development Office has issued a travel advisory about your destination), we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 31 will become payable.
Price increases may occur any time prior to departure and you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavor to provide details to you.
We reserve the right to amend the price of unsold travel arrangements at any time and correct errors in the prices of confirmed travel arrangements.
31) What If You Change or Cancel Your Booking?
Changes: If, after confirmation, you wish to change your booking in any way, we will endeavor to make these changes if they are possible. Where we can meet a request, all changes will be subject to payment of an amendment fee of £50 per person per change, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change.
Cancellations: If you or any other member of your party decides to cancel your confirmed single service booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. The person to notify us of any cancellation must be the same person that originally made the booking.
Note: If the Foreign, Commonwealth and Development Office issues a travel advisory for your destination, your holiday is not due to start imminently and you request to cancel, we will consider the reason for your cancellation to be a disinclination to travel and our standard cancellation terms, as set out in this clause 31, will apply.
Should one or more member of a party cancel, it may increase the per person booking price of those still travelling and/or the arrangements and you will be liable to pay this increase.
Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows:
|Period before departure date that communication received||Cancellation charge as % of total holiday|
|More than 70 days||Deposit Only|
|69 - 56 days||30%|
|55 - 43 days||40%|
|42 - 29 days||60%|
|28 - 22 days||80%|
|0 - 21 days||100%|
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.
This clause 31 outlines the rights you have if you wish to cancel your single service booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
32) What If We Change or Cancel Your Booking ?
We may in exceptional circumstances be required to cancel your booking in which case, except where the following paragraph applies, a full refund of all monies paid will be made to you in these circumstances. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation and we reserve the right to cancel or make any necessary changes.
Very rarely, we may be forced by Unavoidable and Extraordinary Circumstances (please see condition 7) to change or cancel all or some of your arrangements after departure. We will monitor the Foreign, Commonwealth and Development Office’s latest advice for your destination prior to your departure. If this significantly affects your booking and your holiday start date is imminent, we will offer you the choice of one of following options:
- deferral of your booking to a later date;
- an alternative destination (where this is available); or
- a credit note.
We will contact you when these options become available to you.
Alternatively, if you wish to have a cash refund, you should make a claim under your travel insurance policy in the first instance before applying to us. We can provide you with a cancellation invoice to support your claim upon request but will take no further action in your insurance claim.
We regret we will be unable to pay you compensation or meet any costs or expenses you incur as a result of Unavoidable and Extraordinary Circumstances.
Please refer to condition 26 for the process to follow in the event that you have any concern, complaint or problem with your accommodation-only booking.
34) Our Responsibilities for Your Booking
35) Insolvency Protection 36) Risks of Contracting COVID-19 (or similar contagion) 37) Symptoms before/during Travel
We provide full financial protection for the accommodation-only bookings that we sell in a principal capacity by way of a bond held by ABTA – The Travel Association, 30 Park Street, London SE1 9EQ www.abta.com.
SECTION C (EFFECTS OF COVID 19 AND CONDITIONS THAT APPLY TO BOOKINGS)
Whilst efforts are being made across the world by local governments, authorities and health authorities to minimise the spread of COVID-19, there remains a risk that you may be exposed to and/or contract this virus (or similar contagion) at any time before, during or after your intended booking start date if you come into contact with an infected person(s). We are continually working with our suppliers to ensure that they have implemented systems to follow local guidance/measures and have response strategies in place to offer protection for you. The level of measures in place may differ by country/area and may not necessarily be as strict as those in place in the UK. Irrespective of the measures being taken, due to the nature of this virus (and contagions of a similar nature) it is not possible to completely eradicate the risk of contracting it.
It is important that you are aware of these risks before you book with us so that you can proactively decide whether a particular holiday or travel service or destination is suitable for you. We recommend that you consider the Foreign, Commonwealth and Development Office’s latest travel advice https://travelaware.campaign.gov.uk and the infection rates at your intended destination(s) before making your holiday booking with us. We also recommend that you discuss any health concerns/conditions that you may have with your GP and adhere to the UK’s Track and Trace/Test and Trace requirements if you think you have or do have symptoms.
If you chose to accept these risks, it is a condition of your booking that you have adequate travel insurance in place to cover the costs of medical treatment, holiday curtailment, cancellation due to you being infected with COVID-19 before you travel, repatriation and associated costs. European health cards are not likely to be accepted post Brexit. We will not be responsible if you subsequently contract COVID-19 (or similar contagions) and are unable to prove that this was contracted due to inherent risks.
It is a condition of your booking with us that you declare within 14 days of departure if you:
It is a further condition of your booking with us that you declare without undue delay during your holiday if you start to display symptoms of COVID-19 (or similar contagion). You will also be required to confirm details of anyone that you have been in contact with during your holiday without undue delay.
You agree to adhere to any reasonable requests in respect of hygiene and to comply with all quarantine and other measures (including but not limited to wearing protective masks or other personal protective equipment (PPE)) that are in place at all times. You, and anyone you have been in contact with, may also be required to self-isolate to avoid creating further exposure.
You agree to indemnify us for any costs, expenses (including legal costs and expenses), damages and compensation that we become liable to pay as a result of you (or any member of your party):
35) Insolvency Protection
36) Risks of Contracting COVID-19 (or similar contagion)
37) Symptoms before/during Travel
38) Changes to Facilities/Itineraries
The effects of certain Unavoidable and Extraordinary Circumstances may mean that travel to/from your destination, as well as certain services and facilities at destination, may be affected and/or different to those normally expected. This can occur sometimes with little or no advanced notice. Examples of this may include, but will not be limited to:
- quarantine restrictions introduced in the UK or abroad
- requirements to wear protective clothing (PPE) such as face masks at you own cost
- disruption of travel, such as inability to board carriage due to you presenting symptoms of illness, heightened health screening requirements, changes to facilities at airports/terminals, delays caused by measures adopted at airports/terminals, short notice change of carriers/flights and changes/adjustments to transfers that you may have arranged
- restriction or closure of accommodation facilities and services including, but not limited to, where this is due to social distancing requirements or similar (e.g. closure of buffet functions, gyms and other communal areas, restricted numbers for events/classes made available by your accommodation provider), lower levels of staff present, changes to menus/products usually made available due to a shortage of suppliers/the non-availability of products and the introduction of having to book meals and other services in advance
- closure of your chosen accommodation due to an outbreak of COVID-19 (or similar contagion)
- restriction or closure of local facilities e.g. beaches, parks, water parks, local attractions etc
- being required to adhere to social distancing requirements and limiting contact to persons within your booking.
39) Local Lockdowns and Quarantine Requirements
Local lockdowns in the UK or quarantine decisions made by the government authorities which prevent or deter you from travelling do not automatically grant the right to change your booking or cancel and be refunded; in these instances, we will do our best to change or defer a booking subject to availability, but any change fees must be borne by you.
If quarantine requirements are introduced (or a travel corridor is removed) whilst you are on holiday, then you must either complete your holiday as planned or return early and incur any further travel costs yourself (you may be able to recover these costs from your travel insurance provider). We will not be responsible for any costs of travel, or the balance of any unused days, except where you have purchased:
- a package holiday from us which includes the carriage of passengers; and
- the Foreign, Commonwealth and Development Office’s advises your immediate repatriation.
40) Overnight Stay Tax
From 1 January 2018, you’ll need to pay an Overnight Stay Tax which has been introduced by the Greek Ministry of Tourism and aims to enhance the State’s revenue in the context of the current fiscal adjustment programme. This will be collected from you when you get to your accommodation. The tax works out between 0.50 – 4 Euros per night. The amount you’ll pay will depend on the official rating of your accommodation, as set out in the table below:
|Types of Accommodation||Euros/Night of Stay|
|5 Star Hotels||€4|
|4 Star Hotels||€3|
|3 Star Hotels||€1.5|
|1-2 Star Hotels||€0.5|
|Apartments - all key categories||€0.5|
41) Data Protection Act
In order to process you booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name and address and 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 onto our 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 and immigration, if required by them, or as required by law. We will not, however, pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary or religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed onto the relevant suppliers.
This contract is made on the terms of these Booking Conditions, which are governed by English law, and both parties shall submit to the jurisdiction of the English courts.
Issue date 1st November 2021, errors and omissions excepted.