Karl Johan Nils Friberg: Elephant in the Okavango Karl Johan Nils Friberg: Elephant in the Okavango Karl Johan Nils Friberg: Elephant in the Okavango Karl Johan Nils Friberg: Elephant in the Okavango

Booking Terms & Conditions

These Booking Terms and Conditions, together with our Privacy Policy together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with African Conservation Experience Limited, a company registered in England and Wales under company number 03794924, VAT number GB755017734 whose registered office is at 2nd Floor Nucleus House, 2 Lower Mortlake Road, Richmond, TW9 2JA, United Kingdom (“we”, “us”, “our”).

Please read our Booking Terms and Conditions carefully as they set out our respective rights and obligations. In these Booking Terms and Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

  • he/she has read these terms and conditions and has the authority to and does agree to be bound by them;
  • he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
  • where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
  • he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

1. Making a Booking

A binding contract will come into existence between you and us as soon as we confirm to you that we have received your first payment. We reserve the right to return your payment and decline your booking at our absolute discretion.

If you are based in the European Economic Area (EEA) and the package you book with us includes a flight, or you are based outside the EEA and the package you book with us includes a flight departing from or arriving in the EEA, we will also issue you with an ATOL Certificate. Upon receipt, if you believe that any details on the ATOL Certificate or Booking Confirmation or any other document are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).

2. Paying for Your Booking

You will be required to pay a deposit or make full payment for your booking at the time of booking. The amount of the deposit will be confirmed at the time of booking and is non-refundable.

You are required to pay the full balance 8 weeks before departure. For any bookings made within 8 weeks of departure payment is immediately due in full.

If full payment is not received by the balance due date, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in Clause 10 will become payable.

3. Important Disclaimers

By placing your booking with us you acknowledge that you will be participating in what, at times, may be a hazardous activity in a location where operating conditions are very different to those you may encounter in your home country. Whilst we make every reasonable effort to ensure that the projects, operators and transfer providers operate in a prudent and safe manner you must at all times use your discretion to decide whether your personal safety is in danger and take steps accordingly. You may also be asked to read and agree to a consent document to participate in the full range of activities at the project. If you have any concerns before you place your booking please discuss these with us.

You should also be aware that, due to the nature of the projects, advertised facilities and activities may become unavailable or subject to change at short notice. Such changes are entirely outside of our control and we can’t accept any liability in such circumstances.

Excursions, trips or experiences (Excursions) that you may choose to book or pay for whilst you are taking part in your trip are not part of your contracted arrangements with us. For any Excursion 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 the course of its provision by the operator.

COVID-19: Limitation of Liability

We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities where your trip takes place.

Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

A: If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for COVID-19 (or where they otherwise suspect they may have COVID-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:

  1. Postponing your trip to a later date as set out in Clause 9 below. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your trip, such as the flight, as well any increase in cost imposed by other suppliers);
  2. If not everyone on the booking is affected, you will have the right to transfer your place on the trip to another person nominated by you, subject always to the requirements of Clause 9 below;
  3. Cancelling your trip, in which case we will impose our standard cancellation charges as set out in Clause 10 below. You may be able to claim these costs back from your travel insurance.

If this happens whilst you are on your trip, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your trip, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you.

B: You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the trip, or that portion of the trip.

You also acknowledge that the suppliers providing your trip, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to COVID-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the trip and all measures will be taken with the purpose of securing your safety and those around you.

4. Accuracy

We endeavour to ensure that all of the information and prices both on our website and in any advertising material that we issue are 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 the arrangements that you wish to book before your booking is confirmed.

5. Travel Insurance and Acknowledgement of Risk

It is an express condition of your booking that you must have valid travel insurance cover for the duration of your trip and that it is adequate for your needs, the type of activities you will be undertaking as part of your trip and the belongings that you will be bringing with you. The cover must also include a twenty-four hour emergency treatment (including airlift) and repatriation service.

We will require you to send us the insuring company name and policy number 8 weeks before you depart; however please note we will not check your chosen insurance policy for suitability and it remains your responsibility to check this. If you decide to extend your stay beyond that which you originally booked with us, it will be your responsibility to ensure that you obtain adequate and valid insurance for this extended period.

It is your responsibility at all times to read the terms of the travel insurance policy carefully and decide whether it is fit for your needs. Many travel insurance policies will be void if you travel against the government advice of the country where the insurance policy is issued.

6. Cutting Your Trip Short or Extending Your Stay

If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your trip and return home early in circumstances where you have no reasonable cause for complaint about the standard of the services provided, we will not offer you any refund for that part of your trip not completed or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

Alternatively, if you decide to extend your participation on a project, you will need to contact us directly so that we can arrange this for you.

7. Medical and Health Conditions, Disabilities, Dietary Requirements, Allergies, Mental and Emotional Health and Phobias

Where you book a trip with us, you should expect to participate in strenuous activities in often remote and isolated locations under conditions that you may not have previously encountered. We therefore recommend that you are physically, mentally and emotionally fit. While we are happy to discuss our experiences with you, we cannot offer medical advice.

You should visit a medical practitioner to get travel health advice before you make your booking with us and again about 12 weeks before departure so you have plenty of time for any vaccinations you may need. Make sure you tell them where you will be travelling to, during which dates, and the activities you will be involved in. Ask for advice on whether your health is suitable for the trip, whether you need any vaccinations, malaria prophylaxis, other medications or special requirements in order to travel and take part in the activities in the trip. Information about travel health advice can be found on the UK governments foreign travel advice website.

We will do our utmost to cater for any special requirements or special requests you may have. If you or any member of your party has any medical or health condition, disability, reduced or impaired mobility, dietary requirements, allergies, mental and emotional issues, phobias or special requests which may affect your participation in your trip (Conditions), please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs or requests of the person(s) concerned, we will not confirm your booking.

If you did not give us full details of any Conditions at the time of booking, we reserve the right to cancel the trip and impose applicable cancellation charges when we become aware of these details. If we only become aware of the Condition(s) after you have arrived at the project, we are not obliged to accommodate you.

8. Positive Contribution and Behaviour

A condition of your booking is that you are required to make a positive contribution to the project and to behave at the project and on the journey to and from it in a proper manner and in particular to observe strictly any rules and regulations of the project. You are expected to participate in the daily running of the project, abide by the instructions of the project managers, coordinators, rangers or guides and be tolerant to other volunteers on the project and to the cultures of other people you come into contact with.

If in our opinion or in the opinion of any person in authority, your behaviour or that of any member of your party is causing or is likely to cause offence, distress, danger or annoyance to any of our other travellers or any third party, to cause damage to property, to cause a delay or diversion to transportation or if you / any member of your party fail to follow any of the rules and regulations of the project, we reserve the right to terminate your booked arrangements with us immediately. In the event of such termination we will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred by you as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you.

In particular, illegal actions, violent conduct, drug or alcohol abuse and not listening to the instructions of a project manager, coordinator, ranger or guide will not be tolerated.

9. If you Change, Defer or Transfer Your Booking

Changing and Deferring

If you wish to change or defer any part of your booked arrangements after we have confirmed your first payment to us, you must inform us in writing as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change or deferral. Where we can meet a request, all changes and deferrals may be subject to payment of an administration fee of £100, or equivalent in the currency in which you made the booking, as well as any applicable rate changes or extra costs incurred.


If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

  • that person is introduced by you and satisfies all the conditions applicable to the project;
  • we are notified not less than 7 days before departure;
  • you pay any outstanding balance payment, an amendment fee of £100, or equivalent in the currency in which you made your booking, per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
  • the transferee agrees to these booking conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in Clause 10 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

10. If You Cancel Your Booking

If you or any other member of your party decides to cancel your confirmed booking you must notify us by e-mail. Your notice of cancellation will only take effect when it is received in writing. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling:

Period before departure within which we receive your notice of cancellationAmount of cancellation charge
More than 56 days prior to departureLoss of Deposit, plus any costs we may have incurred booking flights for you
56 to 29 days prior to departure50% of total trip cost
28 days or fewer prior to departure100% of total trip cost

We will deduct the cancellation charge from any monies you have already paid to us. If the cancellation charge is greater than the amount you have paid to us prior to cancellation, the balance becomes a debt owed by you to us. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

You have the right to cancel your confirmed project before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your project destination or its immediate vicinity and significantly affecting the performance of the project or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have already paid to us for your trip, but we will not be liable to pay you any additional compensation. For example, we will not be liable to compensate you for the costs of other travel arrangements that you may have made or flights you may have booked. If you purchased Endsleigh travel insurance through us then we cannot refund you for this, as it is not part of your travel package, and you should contact Endsleigh Insurance for a refund.

Please note that your right to cancel in these circumstances will only apply where, at 7 days before you are due to start your trip with us, the UK Foreign, Commonwealth and Development Office (FCDO) advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

This Clause 10 outlines the rights you have if you wish to cancel your 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).

11. If We Change or Cancel Your Booking

As we plan your arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.


If we make a “minor change” to your booking, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure, but we will have no liability to you. Examples of “minor changes” include alteration or cancellation of any part of your itinerary, including flights) by less than 12 hours, changes to aircraft type or carriers, changes of the activities on the project, or changes of accommodation to another of the same or higher standard.

Due to the nature of the projects that we work with, advertised facilities and activities may become unavailable or subject to change at short notice. For example, on trips to monitor a specific species of antelope it may be the case that, due to environmental conditions, it might not be possible to monitor that species, at that time of the year. Such changes are entirely outside of our control and will be considered as “minor changes”, for the purposes of this clause 11.

Occasionally we may have to make a “significant change” to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:

  • A change in the project(s) in which you will be participating.
  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of any aspect of your itinerary by more than 12 hours.
  • A cancellation of more than 12 hours of any part of your itinerary.

If we have to make a “significant change” to your booking, we will tell you as soon as possible, and if there is time to do so before departure, we will offer you the choice of:

  • accepting the changed arrangements;
  • cancelling the booking and having a refund of all monies you have paid to us so far for this booking;
  • accepting an offer of alternative travel arrangements of comparable standard from us at no extra cost; or
  • if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.


If we cancel your booking and no alternative arrangements are available, or where we make a significant change and you do not accept the changed arrangements and cancel your booking, we will refund you all monies paid by you to us so far for this booking as well as the compensation detailed below:

Cancellation Compensation

Period before departure within which notice of cancellation or significant change is notified to youCompensation payable per person booking
More than 56 days prior to departureNil
56 to 43 days prior to departure£20
42 to 29 days prior to departure£30
28 days or fewer prior to departure£40

IMPORTANT NOTE: We will not pay you compensation in the following circumstances:

  • where we make a minor change;
  • where we make a significant change or cancel your arrangements more than 56 days before departure;
  • where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;
  • where we have to cancel your arrangements as a result of your failure to make full payment on time;
  • where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
  • where we are forced to cancel or change your arrangements due to Force Majeure (see clause 17).

If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and, where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

12. Our Responsibilities

As a company based in the United Kingdom, 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 Regulations 2018 as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these booking conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package.

The level of any such price reduction or 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 our or our employees’ or suppliers’ negligence affected the overall enjoyment of your project. 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.

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 unavoidable and extraordinary; or
  • Force Majeure (as defined in clause 17).

We limit the amount of compensation we may have to pay you if we are found liable under this clause:

  • 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 required to have adequate insurance in place to cover any losses of this kind.
  • Claims not falling under the point above and which don’t involve injury, illness or death. The maximum amount we will have to pay you in respect of this type of claim is up to three times the price paid by (or on behalf of) the person(s) affected for their chosen travel services. 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). In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. If we arrange 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 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 other local supplier for the complaint or claim in question.

It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

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 reasonably require.

We cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) 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 (b) that relate to any business.

We will not accept responsibility for services or facilities which do not form part of our agreement with you. For example, any excursion you book whilst away, or any service or facility which your project or any other supplier agrees to provide for you.

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 trip. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

13. Insolvency Protection

If you are based in the European Economic Area (EEA) and the package you book with us includes a flight, or you are based outside the EEA and the package you book with us includes a flight departing from or arriving in the EEA, your booking will be financially protected by way of our Air Travel Organiser’s Licence number 6123, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk.

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. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme.

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.

If you are based outside the European Economic Area (EEA) and the package you book with us does not include a flight departing from or arriving in the EEA, we provide full financial protection by way of a bond with ABTA. Our ABTA membership number is Y6702. Please go to ABTA's website to find out more.

14. Passport, Visa and Immigration Requirements and Health Formalities

It is your responsibility to check and fulfil the passport, visa, health, COVID-19 and immigration requirements applicable to your itinerary. We can only provide general information about this.

Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office website.

You should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, health, COVID-19 and immigration requirements. 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.

15. Complaints Procedure

We make every effort to ensure that your trip runs smoothly, but if you do have a problem during your trip, please inform the relevant project manager or coordinator immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us as soon as possible on +441454269182 or other contact details which can be found at www.conservationafrica.net/contact-us/. If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at 2nd Floor Nucleus House, 2 Lower Mortlake Road, Richmond, TW9 2JA, United Kingdom within 28 days of the end of your stay, giving your booking reference and all other relevant information.

We are a Member of ABTA, membership number Y6702. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. 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 registering your complaint with us; it will not determine how your complaint should be resolved.

16. Delays and Missed Transport Arrangements

If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay for any reason, you must contact us immediately on +441454269182.

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. 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/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your project price from us.

It is your responsibility to ensure that you arrive at the departure point of your trip at the time stated in your booking documentation. We cannot accept responsibility or liability for any disruption or delay in travel arrangements that you have booked independently. If you fail to reach your departure point on time we will not be able to delay the transportation to your project and this may result in you missing some or all of your booked project as a result.

We cannot accept liability for any delay which is due to any of the reasons set out in clause 17 of these booking conditions.

Where you have booked a flight or ground transfer with us, the carrier(s), flight timings and types of aircraft or vehicle detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it.

Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.

Our advertising material is our responsibility. It is not issued on behalf of, and does not commit the airlines mentioned.

17. Force Majeure

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include actual or threatened, warfare, acts of terrorism, civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.

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 Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

18. Prompt Assistance

If, whilst you are taking part in your project, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance, which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

19. Law and Jurisdiction

These terms and conditions are governed by English law and any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of England and Wales.