FRED OLSEN / HARMONY VOYAGES – TERMS & CONDITIONS
UPDATED AUGUST 2020
Passports & Visas
All British passengers must have a full British Citizen passport and ensure it is valid for travel. When travelling to the EU, the
UK government recommends that passengers have 6 months left on your passport on the date of your arrival to an EU
country. If a new passport is required, this should be applied for in good time prior to departure. If a 10-year adult passport
has been renewed before it expired, the extra months may have been added to your passport’s expiry date. These extra
months over 10 years will not count towards the 6 months that must be remaining. All non-British passport holders must
ensure they are in possession of a valid passport and visa (if required). Visas may be required for certain destinations,
how ever the responsibility lies solely with the passenger to obtain these. Further information can be found online
It is a requirement that all passengers are covered by appropriate travel insurance for the entire duration of the holiday
Passengers must check with their GP for current health requirements for their relevant destination(s). Further information can
be found online www.dh.gov.uk/travellers.
Prescribed Medication: Passengers should be aware that some countries have a strict policy regarding bringing certain drugs into the region,
this can include many prescribed and over the counter medications. Consult your GP or www.fco.gov.uk at least 2 months prior to travel to
confirm if any special requirements exist.
Travel Aware – Staying Safe and Healthy Abroad
The Foreign & Commonwealth Office and National Travel Health Network and Centre have up-to-date advice on staying safe
and healthy abroad. For the latest travel advice from the Foreign & Commonwealth Office including security and local laws,
plus passport and visa information check www.gov.uk/travelaware
If you are travelling to or transiting (over 8 hours) through the US, the ESTA scheme requires you to complete an online
application no less than 72 hours prior to departure. Log on to the ESTA website https://esta.cbp.dhs.gov/esta/
Currently there is a charge of $14 for the application. This form gives passengers prior approval for entry into the US. The security
authorisation lasts for two years. All travellers wishing to enter the US under the VWP will need to hold a passport with an
integrated chip (an ePassport). You won’t qualify for entry to the USA under the VWP, and will need to apply for a visa from
the nearest US Embassy or Consulate, if:
- You have a British passport that describes your nationality as something other than ‘British Citizen’ Your passport has been
extended by 12 months under exceptional measures put in place in mid 2014
- Your passport does not include certain security features
- You have been arrested for certain crimes, even if it didn’t result in a criminal conviction
- You are a dual national of Iran, Iraq, Sudan, or Syria
- You have travelled to Iran, Iraq, Sudan or Syria since March 2011
Electronic Travel Authorisation (eTA)
Visitors travelling to Canada by air will be expected to get an electronic travel authorisation (eTA) to enter Canada. Exceptions
include U.S. citizens, and travellers with a valid Canadian visa. Canadian citizens, including dual citizens, and Canadian
permanent residents cannot apply for an eTA. The Canadian government strongly advises all dual nationals to enter Canada
using a valid Canadian passport. If you’re travelling by land or sea, you won’t need an eTA when you enter Canada. However,
you must travel with acceptable travel documents and identification. For more information about the eTA system, and to apply
online visit www.cic.gc.ca/english/visit. The authorisation is electronically linked to your passport and is valid for 5 years or
until your passport expires.
Whilst most car hire providers have indicated a passcode is not required, some car hire partners have advised that
they will be asking UK customers to present the new one-off passcode when collecting their vehicle. We would highly
recommend that all guests hiring cars obtain the passcode from the DVLA www.gov.uk/view-driving-licence. You will require
the following information: Driving Licence Number, National Insurance Number, Postcode. Please note: passcodes will only be
valid for 21 days and guests hiring cars will need to collect their car hire within 21 days of generating the passcode.
Passcodes are for one time use only.
Your contract is with Harmony Voyages, a trading name of Fred. Olsen Travel Ltd, a member of ABTA, number Y6617.
- Your Holiday Contract
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the
terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made
on the terms of these booking conditions, which are governed by English Law , and the jurisdiction of the English Courts.
- Your Financial Protection
We provide full financial protection for our package holidays. 2.1 For flight-based holidays this is through our Air Travel
Organiser’s Licence number 0944. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive
an ATOL Certificate. This lists what is financially protected, w here you can get information on what this means for you and
who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or suitable
alternative). In some cases, where we are not able to do so for reasons of insolvency, an alternative ATOL holder may provide
you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those
circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be
paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be
possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or
your credit card issuer w here applicable). If we are unable to provide the services listed (or a suitable alternative, through an
alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to
(or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign
absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the
services, including any claim against us, the travel agent (or your credit card issuer w here 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
2.2 When you buy a package holiday that does not include a flight, protection is provided by way of a bond held by ABTA. For
further information please see w ww.abta.com.
We are a Member of ABTA. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can
also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by
ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted
liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme does not
apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims
which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per
person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date
of return from holiday. For injury and illness claims, you can request the ABTA Mediation Procedure and we have the option to
agree to mediation. Further information on the Code and ABTA’s assistance in resolving disputes can be found on
- Your Holiday Price
4.1 We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current
price of the holiday that you wish to book before your contract is confirmed.
4.2 When you make your booking you must pay a deposit advised at time of booking. The balance of the price of your travel
arrangements must be paid no later than the date shown on the confirmation invoice. If the deposit and/or balance is not paid
in time, we shall cancel your travel arrangements. If the balance is not paid in time, we shall retain your deposit and levy
cancellation charges as detailed below. A charge of £25 per cheque will be levied for unpaid cheques.
4.3 Changes in transportation costs, including the cost of fuel, duties, taxes, or fees chargeable for services such as landing
taxes or embarkation or disembarkation fees at ports and airports, and exchange rates mean that the price of your travel
arrangements may change after you have booked. However there will be no change within 30 days of your departure. We
will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which
excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an
administration charge of £1 per person together with an amount to cover agents’ commission. If this means that you have to
pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to
another holiday if we can offer one (we w ill refund any price difference if the alternative is of a lower value), or
cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you
must do so within 14 days from the date on your final invoice. Should the price of your holiday go down due to the changes
mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, 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.
4.4 When you buy a flight-based holiday, all monies you pay to the travel agent are held on behalf and for the benefit of
the Trustees of the Air Travel Trust always. This is subject to the agent’s obligation to pay it to us for so long as we do not
fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held
on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When
you buy a holiday not including a flight, all monies you pay to the travel agent are always held by him on our behalf .
4.5 In some destinations a compulsory city tax may be applicable and will be charged to you locally.
- If You Change Your Booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your
chosen departure date or accommodation, we will do our utmost to make these changes, but it may not always be possible.
Any request for changes to be made must be in writing from the person who made the booking or your travel agent. You will
be asked to pay an administration charge of £25 per person (maximum £100 per reservation form), and any further cost we
incur in making this alteration. You should be aw are that these costs could increase the closer to the departure date that
changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (e.g. Apex/Airline
Tickets) may not be changeable after a reservation has been made and any alteration request could incur a cancellation
charge of up to 100% of that part of the arrangements. Any additional person added to a booking will be deemed to have
accepted these Booking Conditions.
- If You Cancel Your Holiday
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who
made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel
arrangements, you will have to pay cancellation charges as follows:
Period before departure cancellation charge in which you notify us (whichever is the greater)
90 days or more deposit only
89 – 57 days 60% of holiday cost or deposit
56 – 43 days 75% of holiday cost or deposit
42 – 15 days 85% of holiday cost or deposit
14 days or less 100% of holiday cost or deposit
Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these
- If We Change or Cancel Your Holiday
As we plan your holiday 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.
7.1 Changes. If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably
possible if there is time before your departure. You will have the choice of either accepting the change of arrangements,
accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price
difference if the alternative is of a lower value) or cancelling your holiday and receiving a full refund of all monies paid. In
some cases we will also pay compensation (see below). These options do not apply for minor changes. Examples of minor
changes include alteration of your outward/return transport by less than 12 hours, changes to aircraft type, change of
accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines
used in the brochure may be subject to change.
7.2 Cancellation. We will not cancel your travel arrangements less than 6 weeks before your departure date, except for
reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the
minimum number of clients required for a travel particular arrangement is not reached. If your holiday is cancelled, you can
either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us,
if available (we w ill refund any price difference if the alternative is of a lower value). In some cases we will pay
compensation (see below ).
7.3 Insurance. If we cancel or make a major change and you accept a refund, w e w ill consider an appropriate refund of your
travel insurance premiums if you can show that you are unable to transfer or reuse your policy.
7.4 Compensation. If we cancel or make a major change we will pay or arrange compensation as detailed below except
w here the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not
exclude you from claiming more if you are entitled to do so. Period before departure amount you will in which we notify you
receive from us
43 – 56 days £20 per person
29 – 42 days £30 per person
15 – 28 days £40 per person
00 – 14 days £50 per person
7.5 Force Majeure. We will not pay you compensation if we have to cancel or change your travel arrangements in any w ay
because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial
dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and
pandemics, unavoidable technical problems with transport. Compensation will also not be paid w here an element of your
holiday includes entertainment and the artist is unable to perform due transport malfunctions, death or illness of the artist or an
immediate close family member.
7.6 Holidays terminated by us. We reserve the right in our absolute discretion to terminate without notice the holiday
arrangements of any passenger w hose behaviour is such that it is in our opinion likely to cause distress, damage, danger or
annoyance to our passengers, our employees or to any third party or to property. If you are prevented from travelling
because, in the opinion of any passengers, you appear to be unfit to travel or likely to cause discomfort or disturbance to
other passengers, our responsibility for your holiday ceases and we shall be under no obligation to pay any refund,
compensation or costs to you. Please note that we have no control over the behaviour of other persons staying at or visiting
your holiday accommodation and we are not responsible for any withdraw al or impairment of facilities or other loss or damage
caused by them. Under no circumstances are you entitled to share or sub-let your accommodation with anyone other than
those passengers shown on your booking.
We cannot accept any liability for any subsequent additional costs for any delays in your flight or other transport to or from the
UK w here the cancellation or delay is caused by adverse weather conditions, re-scheduling times by the airline, the airline
authorities and/or the action of the air traffic controllers, port authorities, mechanical breakdown, strike or industrial action or
otherwise. However in certain circumstances, you may be able to make a claim under your insurance policy.
- If You Have a Complaint
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our representative
immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28
days of your return home by writing to our Customer Services Department at Olympus House, 2 Olympus Close, Ipswich,
Suffolk, IP1 5LN giving your booking reference and all other relevant information. Please keep your letter concise and to the
point. It is strongly recommended that you communicate any complaint to the supplier of the services as well as to our
representative without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will
have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect
your rights under this contract. Please also see clause 3 above on ABTA.
- Our Liability to You
If the contract we have with you is not performed or is improperly performed by us or our suppliers w e w ill pay you
appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable
w here any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the
travel arrangements and w here the failure is unforeseeable or unavoidable, or unusual and unforeseeable circumstances
beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an
event which w e or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving
death, injury or illness, shall be limited to a maximum of two times the cost of your travel arrangements. Our liability will also be
limited in accordance with and/or in an identical manner to
(a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are
incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens
Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of
the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to
passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of
compensation contained in these or any conventions.
You can ask for copies of the transport contractual terms, or the international conventions, from us. Under EU law (Regulation
261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied
boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. How ever
reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund
and/or compensation from us is set out in clause 7. If any payments to you are due from us, any payment made to you by the
airline will be deducted.
NB this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
- Prompt Assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party
unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances
beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an
event w hich w e or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other
material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
- Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should
confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel
because you have not complied with any passport, visa or immigration requirements.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package
holiday provided by us.
It is mandatory that all passengers have sufficient travel insurance. Passengers without appropriate travel insurance will not
be allowed to travel. We require full details of your travel insurance policy at least 30 days prior to departure or you will be
deemed to be in breach of contract and will be unable to travel.
- Data Protection Act 1984 & 1998
Information provided by you to us in connection with your booking(s) will be held by in the name of Fred. Olsen Travel Ltd, in
accordance with the Data Protection Act 1984 and 1998. It will be used to facilitate your requirements and requests. Fred.
Olsen Travel Ltd and its affiliates may use the information to provide you with details of their full range of services and
products. Fred. Olsen Travel Ltd does not sell or rent its lists of names and addresses to any other companies. If you are on
our mailing list and do not wish to receive any future news from Fred. Olsen Travel Ltd please write to the Customer Data
Department, Fred. Olsen Travel Ltd, Olympus House, 2 Olympus Close, Ipswich, Suffolk, IP1 5LN. If you wish to obtain a copy
of the personal information held about you, please write to the above address. Fred. Olsen Travel Ltd reserves the right to
make a small administration charge for supplying this information.
16. Festival Tickets