- Find your holiday
AI = All Inclusive, SC = Self Catering
Rooms described as “single” or “inland” may be positioned in the interior part of hotels, as a result they may not have any view and natural daylight may be limited. Single rooms are for one person only, and may be sized accordingly; please note that these rooms can be small in size. There is no standard type of room/bed. Rooms which accommodate two people can consist of twin beds or a double bed – if you have a specific choice please make your request at the time of booking. Only certain rooms can accommodate two or more children. Three-bedded rooms may have folding beds and space may be rather restricted. In apartments, divan-style sofa-beds are common. Sea views can vary and may not be totally unobstructed. Overbooking: In the event of an overbooking situation at the accommodation booked, the property owner will make every reasonable effort to supply you with alternative accommodation of comparable or higher official classification at an establishment that has been approved in advance by the tour operator. In the event of such an occurrence, the property owner will meet any additional accommodation costs. If for any reason you want to move property, you must advise our rep or resort office. If you move without notifying us your contract with Malta Direct is automatically void.
ADVANCE PASSENGER INFORMATION (API)
The UK government requires all passengers departing and entering the UK to supply ‘Advance Passenger information’ (API) prior to departure. The additional data required includes information such as passport numbers, date of birth etc. This requirement is known as the “E-borders” programme and is a government requirement. Further information can be found at www.ukba.homeoffice.gov.uk. To submit your API for all airlines please visit www.maltadirect.com/flightsinfo or refer to your documentation, sent prior to departure.
Air-conditioning/heating is not always available 24-hours daily – some hoteliers may decide to switch it off at certain times. Please note that during the winter season it can become quite cold, especially during the night, therefore we recommend that you pack suitable clothing.
ALL INCLUSIVE HOLIDAYS
All Inclusive holidays contain all the essential components of a holiday within the featured price/supplement. Breakfast (usually continental plus-style), lunch and dinner (which may be buffet or waiter-service) are provided; locally produced beers, wines, spirits and soft drinks are supplied (usually until approximately 11pm); evening entertainment is included where available and snacks (varies with each property) and/ or afternoon tea/coffee are served as well. However, you will have to pay for such extras as safety deposit boxes, telephone calls, excursions, internationally branded drinks (if available), à la carte meals and at some properties facilities and treatments such as sauna/massage. Please refer to the individual property descriptions – however please note that times and venues are subject to change and guests will be notified of any changes in advance wherever possible, or alternatively on arrival at your chosen all inclusive property. Clients may be asked to carry identification to ensure that their ‘All Inclusive’ entitlement is given.
The range of equipment supplied in self-catering studios and apartments varies, but all will have a fridge, facilities for preparing light meals and basic supply of utensils. The frequency of linen and cleaning services is shown in the individual property descriptions. In order to create extra space, you may find that the number of beds supplied is sufficient only for the number of people occupying the studio or apartment. All outdoor facilities, restaurants and bars are available weather permitting.
ATOL PROTECTION CONTRIBUTION
Many of the flights and flight-inclusive holidays in this price insert are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed in this price insert. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org. uk/ATOLCertificate.
It is possible that some building work will be taking place in your resort and this is a matter outside of our control. In general, we do not receive advance warning about such work, which can sometimes start quite early in the morning. However, if we are aware of development in or around your accommodation and we think it is likely to cause any inconvenience, we will tell you if there is time before your departure. If we believe that such work is likely to produce serious disruption, we will give you an opportunity to choose another holiday and if the alternative offered makes a significant alteration to your booking then you will be able to cancel your booking without penalty.
If you have booked car rental with us, please read the local conditions of hire which you will receive when collecting your vehicle. Any car hire problems should be reported immediately to the rental company. Please contact reservations or check our website for details on our car types and prices.
Our prices include:
• Airport surcharge
• Road license fee
• Unlimited mileage
•24-hour roadside assistance
• Personal accident insurance, if you take our travel insurance cover
• Comprehensive insurance for one driver
•Excess is €1000-€1500, depending on car type. See Extras for your consideration, for excess waivers
• 24-hour road side assistance
• Map of the island
• Delivery and collection in Gozo
• Personal accident insurance, if you take our travel insurance cover
• Comprehensive insurance for one driver
• Collision Damage Insurance; excess is as follows: Nov-Apr: €500 (21-24 yrs) and
€300 (25-74 yrs), per claim, May-Oct: group A-G €300, group H-J €500, per claim
• Theft and Malicious Damage Insurance; excess is €500/€300 respectively, per claim
NB: See Extras for your consideration, for excess waivers
Our prices do not include (payable locally):
• Fuel: Supplied on delivery of car (normally ½ tank), paid locally
• No refunds given for unused fuel
• Delivery service: Rental of vehicles not collected from an Aquarius Rent A Car office will incur a charge*
• Collection service: Vehicles not returned to an Aquarius Rent A Car office, requiring a collection, service will incur a charge*
*Please see Collection/Delivery section for details.
• €20 worth of fuel delivered with every rental vehicle payable directly to Gozo Garage
• No refunds of any unused fuel
Extras for your consideration (payable locally):
• Drivers aged 21-25 or 70-74 years pay insurance surcharge of €7 per day
• No Excess Option €8.50 per day for cars and €10 for mini-van and cabrios 3 days minimum fee
• Additional driver insurance €5 per day
• Personal accident insurance €3 per day
• Extra cover protection (wheels, tyres, rims, windscreen, car underside, mirrors, roof) €3 per day
• Baby/child seats/boosters: €5 per day
• GPS navigation system: €6 per day
• After hours service charge of €18.75 per rental – Please see Collection/Delivery section for more details
• Collision and Theft Damage Waiver as follows: Nov-Apr: All car groups €6 per day, May-Oct: group A-G €7 per day per vehicle; group H-K €9 per day per vehicle
• Personal accident insurance, if not taking our insurance: €3.50 (Nov-Apr)/€5 (May-Oct) per day
• Additional drivers insurance: €3.50 (Nov-Apr)/€5 (May-Oct) per driver, per day
• Baby/child seat €3.50 (Nov-Apr)/€5 (May-Oct) per seat/per day
• Young drivers supplement (21-24 years) €6 per driver, per day
• All inclusive Insurance (incl. CDI, TDI and PAI) €9 per day (Nov-Apr only)
Security Deposit – Credit card guarantee
On collection of the vehicle a security deposit is required as a guarantee, equal to the excess charge carried by the vehicle’s insurance. This will be taken as a preauthorisation on the renter’s credit card and the funds will be blocked for security for a period of 30 days. On signing of car hire agreement, a credit card imprint will be taken as guarantee against any malicious or unreported damages, excess charges, expenses, traffic or parking contraventions.
Accident claim administration fee
In the event of any type of road accident, vandalism claim, fire or theft of the vehicle, the renter is responsible for informing the Aquarius Rent A Car office right away and filing a police/warden report. In addition the renter will need to visit an Aquarius Rent A Car head office in person to sign an insurance claim form and pay a claims administration fee of €60. This fee is payable in any event of a claim irrespective of any insurance excess waiver option purchased.
All contraventions, over-speeding tickets and Valletta Entry Congestion Fees received during the rental period are subject to an administration charge of €21, in addition to the contravention fee.
Credit Card (Visa/MasterCard/Diners/Amex) must be presented upon signing of car hire agreement and imprint (where necessary) taken as guarantee against any malicious or unreported damages and traffic/ parking contraventions.
Malta: Minimum age 21 years and holder of a full driving licence valid for minimum two years. Maximum age is 74 years. A surcharge applies for drivers aged 21-25 and 70- 74 years (see Extras For Your Consideration section).
Gozo: Drivers must be 21 years or over and holding a valid driving licence for a minimum of one year. A supplement applies for young drivers 21 to 24 years of age (as per other supplements).
NB: In Malta and Gozo drivers under the age of 21 years or over the age of 74 (Malta)/75 (Gozo) cannot rent a vehicle.
Malta: Free collection/delivery for car hire commencing/terminating at the rental offices in Bugibba, Qawra and St. Paul’s Bay. For collection/ delivery in Malta hotels/apartments a fee of €14 applies. For airport delivery/collection a fee of €14 applies, this includes the car park fee. The ‘Out of hours’ charge is €18.75. This charge applies to all bookings between 4pm-9am, Mon-Fri, 12pm - 9am Sat and all day Sun and Public holidays.
Gozo: Collection/delivery of rental vehicles in Gozo is free of charge.
Collection/delivery of rental vehicles in Malta accommodation or Malta airport incurs a charge of €60 each way.
NB: The prices quoted for Malta exclude VAT/locally payable tax (18%); Gozo prices do include the VAT. Prices detailed are correct at the time of going to press, however these are subject to change. The above information is only part of the full rental terms and conditions. Full rental terms and conditions are available on request.
Free car hire/Special car hire offers
Please note when utilising the free car at Cornucopia Hotel and Maisonettes, St. Patrick’s Hotel and Ta’ Cenc (Nov-Apr), the All Inclusive insurance (CDW, TDW, PAI) must be paid locally, at a fee of €9 per day.
All information and prices detailed in this price insert and online are correct at the time of going to print, however these are subject to change. Because the details are compiled many months before your holiday takes place, there may sometimes be amendments. For example, an advertised hotel facility may be closed for maintenance, especially in the winter season when hotels take the opportunity to undertake maintenance on outdoor facilities which are not in use, also some amenities, for example outdoor bars, may not be continuously available. In addition a hotelier may decide that a room type or board basis listed for winter may not be available in summer, and vice versa. If we are aware of any changes and if we regard them as likely to seriously affect your holiday enjoyment, we will advise you at the time of booking. However, should any changes occur after your booking is made, we shall inform you of this in writing as quickly as possible. Please note that outdoor pursuits like water sports can be affected by weather and occasionally water and electricity supplies are restricted by the local authorities–sometimes without notice. The images used are aimed at giving an accurate impression of the type of accommodation and facilities available. Obviously, not all rooms are identical to those shown. All outdoor facilities, restaurants and bars are available weather and/ or maintenance permitting. Please note that some facilities (e.g. spa treatments, car parking, internet, Wi-Fi, safe, mini bar, amongst others) may be subject to a charge, which must be paid locally. A full list of our room/meal supplements and adult/child reductions are available, please contact our reservations team or visit our website.
The following are in addition to our standard booking conditions:
• If you book only one component with the Operator (e.g. cruise only), the Operator acts only as a booking representative for the supplier concerned and accepts no liability for the provision of the service involved.
• Whilst travelling by sea, the terms and conditions of the carrier apply and have to be adhered to for that part of your holiday or cruise. These can be inspected on request.
• Customers are obliged to abide by the safety requirements set out by the carrier and any infringement of such will constitute a breach of contract.
• Customers are obliged to disclose information regarding any pre-existing medical condition which may affect their safety or that of others on board. Medical Declarations will be sought for passengers who are pregnant or have any form of sickness, disease, injury, infirmity, disability or illness, whether mental, physical or otherwise which could affect their fitness for travel. The cruise operator reserves the right to refuse boarding to persons who the operator deems to be physically or mentally unfit to travel. We are unable to accept bookings from women who are 26 weeks pregnant. Failure to disclose a pre-existing medical condition may invalidate your insurance.
• Should you require treatment on board, payment will be required. Such charges are usually claimable under your insurance policy.
• Any physical challenge or medical condition that requires special treatment or attention must be reported at the time of reservation. All physically impaired passengers must be self-sufficient and should travel with a passenger who will provide any assistance needed during the cruise or in the event of an emergency. Passengers using a wheelchair must provide a small, collapsible type.
• The operator cannot be held responsible for any change or cancellation of a cruise, this change is solely due t o a decision made by the carrier, its employees or force majeure. For safety reasons infants under the age of 6 months are not allowed on board. Children under 18 years travelling
without their parents must bring proof of acceptance to travel on their own, signed by both parents/legal guardian.
• Child age limits: Infant 6 to 23 months; Child 2 to 17 years.
• All itineraries quoted are subject to alteration. Should major changes to the ports of call, other than timing adjustments, become necessary we will endeavour to inform prior to your departure.
Full cruise conditions are available on request and on our website.
DISABLED CLIENTS/SPECIAL REQUIREMENTS
If you have a medical condition or a disability that may need special attention either on your flight or at your accommodation, it is your responsibility to let us know when booking. We ask that you or any member of your party must inform us, in writing, of the exact details of the mobility difficulties/special requirements, so that we may recommend accommodation and travel arrangements suitable for you. We will do our utmost to assist all our customers, however please be advised that not all accommodation caters for customers who rely on wheelchairs or have certain disabilities or special needs. It is therefore of paramount importance that we discuss the suitability of a property or other travel aspects with you to ensure that your needs can be met. We are pleased to feature details of which properties (Malta and Gozo only) are suitable for our clients who have mobility difficulties. Please contact our reservations team who will be more than happy to advise you on which of our properties would be suitable for our clients who have mobility difficulties. Please see the CRUISE AND TOURS sections, for information regarding the suitability of our cruise and coach tour holidays.
Always seek appropriate medical advice BEFORE booking a diving holiday and also ask us to check your eligibility with the diving school. To dive safely you must:
• Be a reasonable swimmer • Complete the dive centre registration form and a medical declaration/self-assessment form at the dive centre If a medical condition that may restrict you from diving becomes apparent, a medical examination must be completed. It is a condition of booking a diving holiday that you are properly insured. Our insurance can be extended to scuba divers or you can arrange your own policy. Please note that our policy will not cover loss or damage to hired scuba diving equipment. It is dangerous to undertake an air journey within 24 hours of completing a scuba-dive and you should bear this in mind when arranging a diving holiday or pre-booking dive courses.
Important Note: Training manuals are not included in the PADI course prices these must be paid for locally. Equipment hire and boat dives must also be paid for locally. In Malta, equipment hire is for fun dives and not for courses – please contact us for details. The PADI certification card is included in the price.
ADDITIONAL FOR MALTA
Transfers are included in the price.
ADDITIONAL FOR GOZO
Transfers from accommodation are not included – please contact us for details.
Please check your details and advise us immediately of any discrepancies, please call our administration department on 0845 365 3402.
EXTRA NIGHT PRICES
The “extra night” costs shown in the price grids allow you to extend your holiday by taking the nearest full price duration and adding the extra night price for the number of nights required. E.g., for a 12 night stay, take the 10 night package price and add two extra night prices. The added cost is calculated by taking the extra night rate from the date band corresponding to the dates when the extra nights are utilised and not the departure date. The extra night prices may not be subtracted from advertised holiday costs in order to form shorter durations.
• Air Malta: Checked in luggage is 1 piece at 20kg for Economy passengers or 1 piece at 30kg for Club Class passengers. Hand luggage is 1 piece measuring 55x40x20cm and weighing no more than 10kg.
• British Airways: Checked-in luggage not included, unless purchased after booking. Hand luggage is 1 piece measuring 56x45x25cm, plus a briefcase, laptop or handbag measuring 45x36x20cm.
• easyJet: Checked in luggage is 1 piece at 20kg. Hand luggage is 1 piece measuring 50x40x20cm with weight within reasonable limits.
• Jet2: Checked in luggage is 1 piece at 22kg. Hand luggage is 1 piece measuring 56x45x25cm and weighing a maximum of 10kg
• Monarch: Checked in luggage is 1 piece at 20kg. Hand luggage is 1 or 2 pieces with a combined size measuring 56x40x25cm a maximum combined weight of 10kg.
• Ryanair: IMPORTANT: Please note that luggage is not included in the initial cost. If you would like hold bags to be included in your quote, you must add 'Luggage' to your basket, during the booking process.
Checked in luggage is 1 piece at 15kg. Hand luggage is 1 piece measuring 55x40x20cm and weighing a maximum of 10kg, plus 1 small bag measuring 35x20x20cm.
• Small Planet Airlines: Checked in luggage is 1 piece at 20kg. Hand luggage is 1 piece measuring 56x45x25cm and weighing a maximum of 5kg.
• Thomas Cook Airlines: Checked in luggage is 1 piece at 20kg. Hand luggage is 1 piece measuring 55x40x20cm and weighing a maximum of 5kg.
• Thomson Airways: Checked in luggage is not included and would need to be purchased after your booking has been made via our Administration department. Hand luggage is 1 piece measuring
55x40x20cm and weighing a maximum of 5kg. Luggage weighing more than quoted above may be subject to an additional charge which will be advised at the time of check-in and payable directly to the airline.
Infants under two years on the date of return will pay from £50 return each however some airlines may charge higher fare. Please note a seat is not provided.
Deep Vein Thrombosis
Certain passengers may be in a higher risk group than others, the following information can possibly help to identify those at a greater risk.
The possibility of DVT is greater in passengers who:
• Have already had a similar condition i.e. blood clots
• Have a family history of blood clots
• Have had recent surgery
• Are aged 40 or over
• Have a history of circulation problems
• Take the contraceptive pill or are on HRT treatment, are pregnant or have recently had a baby.
Please seek medical advice prior to travelling, if you have any concerns.
If you have a medical condition, serious illness, have recently undergone surgery or been involved in an accident, you must be certified as fit to fly by your doctor. All such certificates need to be received by us five working days prior to travel.
• Air Malta: Scheduled flights include breakfast, lunch or dinner, depending on the timing of the flights (this is subject to change). Alcoholic drinks are available at a charge. ‘Buy on board’ service will be introduced, details to be confirmed.
• British Airways: A snack or meal and bar service included
• easyJet: Refreshments are available at a charge on board
• Jet2: On board purchase snacks/drinks only
• Monarch Airlines: Refreshments are available at a charge on board
• Ryanair: Refreshments are available at a charge on board
• Small Planet Airlines: Refreshments are available at a charge on board
• Thomas Cook Airlines: Meals can be purchased prior to departure
• Thomson Airways: Refreshments are available at a charge on board
• Air Malta: Scheduled flights: None/1 year
• Air Malta: Charter flights: None
• British Airways: None
• easyJet: None
• Jet2: None
• Monarch Airlines: None
• Ryanair: None
• Small Planet Airlines: None
• Thomas Cook Airlines: None
• Thomson Airways: None
Some airlines have restrictions on clients who wish to travel during pregnancy – please check with us or the airline before booking. Consult your doctor and make sure that your insurance cover is appropriate.
Our representative will advise you of any changes to your return flight timings and the arrangements for your transfer to the airport. If you are travelling on a seat only basis you must reconfirm your return journey. Contact details will be supplied with your travel documents. We cannot reserve specific flight seats. If you need special seating for medical or other reasons, please advise us when booking and we will notify the airline, but we cannot guarantee that your request will be met.
The flight times quoted in this insert are approximate. Please note that all airlines mentioned reserve the right to make changes to their flight schedules, at any stage. We will advise you at the time of making the booking of any significant alterations; if you have already booked we will try to let you know about any important changes, if there is time before your departure.
Should you require transportation assistance at the airport, special in-flight meals, or oxygen, please inform us at the time of booking. Please note that requests are not guaranteed unless written confirmation is received.
Electronic tickets are supplied for all Air Malta scheduled, British Airways, easyJet, Jet 2, Monarch Airlines, Ryanair, Small Planet Airlines and Thomas Cook Airlines flights. As no paper ticket is issued please present your itinerary, along with your passport (and visa if required), when checking-in at the airport.
Paper tickets are issued for Air Malta and Thomson Airways charter flights. Generally tickets are forwarded to clients approximately two weeks prior to the departure date, once full payment has been received. However if time constraints arise arrangements can be made for tickets to be collected at any UK airport, please see the Tickets On Departure section for full details. For easyJet and Ryanair clients you must check in online prior to departure and present your passport and boarding passes at the airport check in desk.
Tickets On Departure
Please note that for charter flights only, arrangements can be made for tickets to be collected at the airport, where bookings for both holiday and flight ticket only are made within ten working days of departure and there is insufficient time to send the tickets by post. A charge may be incurred for this service; confirmation of this will be advised on departure. However, please note that due to airline changes this service may be reduced or withdrawn altogether, in either instance advice will be provided at the time of booking.
If your flight is delayed, for reasons other than force majeure, the following will be provided in accordance with EU Regulation 261/2004: Delays of 3 hours or more – meals and refreshments in a reasonable relation to the waiting time and two telephone calls, telex/fax or emails. If the time of the next departure is expected a day after the original departure time, the airline will offer (in addition to the above) either – hotel accommodation where a stay of one or more nights becomes necessary, or, transport between the airport and the accommodation (if a stay additional to that intended by you becomes necessary). If a delay is at least five hours and you decide not to travel on the delayed flight, the airline will reimburse the cost of the flight. Unfortunately, we cannot accept any responsibility for any expense you incur as a result of such delays.
A variety of extra services can be arranged for all our airline partners, these include pre-bookable seats, legroom seats and excess baggage. In addition the transportation of sport/leisure equipment can be arranged on Air Malta’s charter flights (bicycles, golf bags, surf board, kite/wind surf, ski equipment, scuba diving). Please contact our reservations team for prices and exact details on all these services, and Air Malta’s Club Class upgrades.
FREE/REDUCED CHILD PLACES AND INFANTS
This offer is available to all clients staying seven nights or more and can only be guaranteed providing there is availability at the time of booking. For hotel accommodation, and unless otherwise stated in the property description, Free/ First Child places are based on bed and breakfast. Optional half and full board supplements may apply and are payable when booking your holiday. Alternatively for Self-Catering holidays, occupancy is based on the full fare paying passengers. Free/First Child places and children receiving special reductions are not counted towards the occupancy of the apartment. Flight supplements must be paid for each child including those receiving the Free/First Child offer. The full booking deposit is payable for each child including free children. The ages of all children and infants on the return travel date must be stated at the time of making a reservation. If a child is discovered to be older than the age specified, the full adult price together with the applicable amendment fee will be payable before travel may take place. For infant charges please see Children’s Reductions in the Flight Information section above. The infant is required to sit on their parent’s lap during the aircraft flights. Costs of food and cots are to be paid locally. Third person reductions shown in the price panels do not apply to children under 10. Age limits: 2-11 years.
Many of our hotels have gala meal supplements which are compulsory, depending on the date and meal arrangements. Traditionally this includes Christmas Eve to 01 January, though it can also occur on Valentine’s Day and Easter Sunday. Please check with our reservations team, for the gala meal prices at your chosen property, if applicable. Some supplements may only apply if you upgrade your board basis (i.e. from BB to HB). Please note that Easy Dine and the hotel’s free lunches/dinners cannot be used towards the gala meal supplements.
Travel for each member must be on the same day and should use the same accommodation, but may be from different airports. Group places are available for durations of seven nights or more. All group members (whether paid or free) will have to pay any additional supplements if an upgrade in room or board basis is requested. Added Value offers may not be valid. Free/Reduced child places are not applicable with these bookings.
HEALTH AND SAFETY
Please remember that health and safety standards are not always the same abroad as at home. There are no compulsory vaccinations for those travelling to the Maltese Islands. Holders of a European Health Insurance Card (EHIC) are able to access reduced cost or free state-provided health care. The EHIC application form is available from some Post Offices, by telephone from the European Insurance Application department on 0845 606 2030 or you can apply online at www.ehic.org.uk where further information is available. Alternatively consult your doctor. Please note that the EHIC is not a substitute for travel insurance and does not cover private medical care or the cost of such things as repatriation.
Our prices refer to the number of nights’ accommodation reserved for you. If your flight arrives in the early hours of the morning, we have to reserve your accommodation from the previous night to make sure that it is ready when you arrive and this counts as one of your holiday nights. Normally, rooms are vacated by noon – and sometimes earlier – on the day of departure, but if you are travelling in the evening, it may be possible to retain your room by paying a supplement locally.
At some properties you may have to pay for the use of sunbeds, Jacuzzis, saunas, poolside facilities and other amenities such as safety deposit boxes, fitness rooms and beauty treatments. During certain seasons, heated pools may be closed, please check with reservations to see if this applies to your hotel. Please note that any special requests can be made shortly before departure or many months in advance. Whilst we and the hotel will endeavour to accede to your request, these can not always be guaranteed even if made many months in advance as they are always subject to availability. Some hotel facilities such as the outdoor, indoor pool and bar are open to the general public, during the year and are subject to weather conditions. For Italy hotels a city tax applies (from
€1 and up to €3, per person per night), which must be paid directly to the hotelier, at the end of your stay.
MALTA DIRECT REPRESENTATIVE
All our package holiday prices (air + accommodation) includes a representative. Our representative will visit you at your accommodation and details of visiting times will be shown on the property notice board or advised to you by our representative. Our representatives are there to assist you therefore it is imperative you advise them of any issues during your holiday so that we have the opportunity to rectify them locally. Their contact/emergency telephone numbers are also detailed on your travel documentation. Our representative will endeavour to inform you of the time your return transfer to the airport will arrive. If they are unable to contact you in person information will be left at your hotel reception. If you have not received these details 24-hours prior to your departure; or if you require further clarity please contact the resort office, using the numbers provided. Accommodation-only and flight-only holidays have peace of mind with our 24-hour telephone representative service, which is able to assist you as and when required.
Bed and Breakfast can generally be categorised as follows: Continental offers rolls, jam and tea/coffee. Continental Plus* also offers cheese and possibly some hot foods. Full Breakfast* is a wide selection of cold and hot items. This means where items are not included you will usually have to pay extra, e.g. cereals and cooked items. Please note that where compulsory gala meals are applicable, these will be included in your board basis supplement and will not be shown as a separate amount, on your invoice. Where gala meals are optional, these should be requested at the time of booking and will be detailed separately. Many hotels also operate other meals to a buffet-style. Half board is breakfast and dinner and full board is breakfast, lunch and dinner. If you have booked half board or full board, you will usually receive a meal choice at dinner, but drinks are often charged separately. Hoteliers reserve the right to nominate in which restaurants meals are consumed. À la carte meals are not included in your holiday price. Please remember that hoteliers are doing their best to cater for a variety of tastes but food can, of course, be rather different from what you are used to at home. Please advise at the time of dining if the food is not to your requirements as we cannot resolve these matters once you have returned to the UK.
*There may be a charge for some hot items.
Pre-bookable excursions are subject to local laws and regulations in the country in which the services are provided. We have taken care to ensure that the pre-booked excursions featured in this insert are arranged by reputable and efficient suppliers. The prices, itineraries and departure of the excursions featured in the brochure are correct at the time of going to press, however please be aware that such details are subject to change. This may be due to decisions made by the excursion supplier (for example, insufficient numbers/technical complications) or situations which are outside our control, as described in our booking conditions. If an excursion is cancelled as a result of any of these situations, Holiday Malta Co. Ltd will issue a refund. The pre-booked excursions can only be purchased as part of a Holiday Malta Co. Ltd package, that is, an accommodation booked in conjunction with an international flight from/ to the UK. Please note that these excursions may not be suitable for those who have mobility difficulties. Please refer to the Disabled Clients/ Special Requirements section, for further details. 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. For any excursion or other tour that you book, your contact will be with the operator of the excursion or tour, 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.
Our star ratings, displayed after the property name, are based on your feedback and also take in to account the property’s location, facilities, décor, furnishings and outdoor space. A half star indicates a ‘half-star’ rating. The official rating is displayed below the Accommodation section.
REDUCTIONS – 2ND CHILD/3RD ADULT
These offers are not valid in all room types as only certain rooms can accommodate a second child/third adult. Please check with reservations for exact details. A full list of our room/meal supplements and adult/ child reductions are available, please contact our reservations team or visit our website.
RETURNING CLIENTS BONUS
These offers are outlined in the Added Value section of each applicable hotel and are offered to clients who have stayed at the same property every year since 2008 (unless it is written to the contrary in the Added Value section). Proof of previous travel must be provided at the time of booking, quoting a previous Malta Direct Holidays booking reference.
This offer is only available when booking one of our package holidays (air + accommodation) and does not apply to accommodation or flight only bookings.
Please note that due to high demand, difficulties may be experienced when booking certain spa treatments on arrival. We recommend that you pre-book your spa treatments, where possible, in order to avoid disappointment. Please contact our reservations consultants for more details. NB: Some treatments may not be suitable for clients with certain medical conditions and you may need to complete a medical form locally.
THIRD PARTY WEBSITES
Please be advised that apart from the Malta Direct website, all other websites referred to in this brochure are operated by third parties. All information contained in these websites are updated and maintained by third parties. As such Malta Direct cannot accept any responsibility for the content and accuracy of the websites of third parties.
The commencement of tours depends on the minimum number of participants. We reserve the right to change or cancel tours in case of insufficient numbers but we shall do our utmost to offer the tour on an alternative date or refund the monies paid. We shall endeavour not to make any changes within 28 days prior to departure unless the alteration or cancellation is due to a situation outside our own control. Tour only bookings clients who have arranged all other travel arrangements with a different supplier should be aware that we will not be liable f or any costs the consumer has incurred for flights or accommodation if an alteration or cancellation occurs. Since tours can involve a lot of walking, we do not recommend these for customers with mobility difficulties and we also do not believe that coach tours are suitable for children less than 12 years of age. We reserve the right to vary itineraries used in terms of content and/ or order. If we change hotels we shall endeavour to supply alternative accommodation of the same standard and we shall not be liable for any compensation unless this constitutes a major change.
Tours/excursions purchased at resort
If a client chooses to purchase a tour/excursion whilst in resort, it is the client’s responsibility to ensure that the tour/excursion conform to the current Maltese laws/regulations applicable for the chosen activities(s). As these trips are not managed/negotiated on behalf of Malta Direct Holidays we will not accept any liability for any damages, accidents or claims arising as a result. Any issues regarding tours and/or excursions purchased locally must be addressed with the company that these were purchased from, as we cannot intervene in these matters.
TRAVEL DOCUMENTS AND ADVICE
A ten-year passport for adults and five-year passport for children (0-15 years), valid for at least 6 months is required by all British citizens travelling abroad. Passport application forms are available at all main post offices and information about the formalities and processing times is available from the Passport Office on.0300.222.0000 and online www.ips.gov.uk. The name on your passport must completely match the name on your ticket or you will not be allowed to travel. British citizens do not need a visa for any of the holidays featured in our programme but other nationals should check with: Malta High Commission, Consulate Section, Malta House, 36-38 Piccadilly, London, W1J 0LE. Tel: 020 7292 4800
It is your responsibility to ensure that your documentation is in order before you travel.
As a matter of safety and security, we closely monitor the advice issued by the Foreign and Commonwealth Office (FCO) – if the FCO warns against travel to the Maltese Islands, Malta Direct will follow this advice. Fortunately, such warnings are few and far between, however, we strongly recommend that our clients regularly consult with the FCO. In addition to providing the latest security information the FCO Travel Advice (https://www.gov.uk/foreign-travel-advice) gives helpful travel hints that will help you to prepare for your trip to Malta.
WHAT YOUR HOLIDAY INCLUDES
• Return flights from the UK to your overseas airport with refreshments and meals where applicable and checked-in luggage
Ryanair: IMPORTANT: Please note that luggage is not included in the initial cost. If you would like hold bags to be included in your quote, you must add 'Luggage' to your basket, during the booking process.
• Accommodation and meals as confirmed on your invoice
• Return transfers (for package holiday clients) from overseas airport to your accommodation, except where car hire is collected/delivered. For Gozo, the pedestrian ferry crossing is also included except for Bella Vista Farmhouses and properties in the Villas, Farmhouses and Apartments Holidays Collection
• Malta Direct representative services whilst in resort for package holiday clients. 24-hour telephone service for accommodation/ flight-only clients
• Malta Direct Bonus: FREE visitor entrance to selected attractions, for package holidays to Malta, Gozo and Comino
• Compulsory airport taxes and security charges including UK Government Air Passenger Duty (APD), ATOL Protection Contribution(APC)and VAT on holidays to EC countries.
ADDITIONAL FOR APARTMENT, VILLAS AND FARMHOUSE GUESTS
• Grocery starter pack, (selected properties, see Belleair Value for details) gas and/or electricity supply
• Maidservice where available, see applicable accommodation description for details
WHAT YOUR HOLIDAY EXCLUDES
• Accommodation and flight supplements, where applicable
•Charges for facilities such as fitness rooms, discos, sun lounges
• Any local charges for infant meals, cots and other services
• Excursions in your resort
•Tips and items of a personal nature
It is important that you read these booking terms and conditions prior to making your booking as they will form the basis of your contract with us.
1.YOUR HOLIDAY CONTRACT
1.1 The following terms and conditions form the basis of the contract between you and Holiday Travel Club Limited trading Malta Direct Travel. Our office is at First Floor, Unit 7,The Office Village, Forder Way, Cygnet Park, Peterborough,PE7 8GX United Kingdom, and our company number is 02500018. This contract is made in accordance with these booking conditions which are governed by English Law and we both agree to submit to the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
2.YOUR FINANCIAL PROTECTION
2.1 For flight-based holidays this is through our Air Travel Organiser’s Licence number 2624. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. 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 where 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 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.
2.2 When you buy a package that doesn’t include a flight, protection is provided by way of an insurance policy with Advantage Financial Services.
3.OUR AGREEMENT WITH YOU
3.1.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. You will also become directly responsible for the payment of the total holiday price and if applicable and appropriate, any cancellation charges.
3.2.All bookings are subject to availability at the time of booking.
3.3.The names of all passengers must match the spellings against each passenger’s passport. Any errors or amendments may incur in a charge from the cruise operator, airline and/or Malta Direct.
3.4 A contract will exist as soon as we issue a booking reference and/or confirmation invoice. In the event that your booking is made by a travel agent a contract will exist once you ask the travel agent to confirm the booking and a booking reference has been issued to you subject to section 22 below (System Errors).
3.4.A booking confirmation will be sent to you via email or post. You must check the confirmation invoice and advise us immediately of any queries within 24 hours of receipt. Failure to do so may incur a further cost to you if we attempt to rectify any errors after this period.
3.5.We will only accept bookings if the lead name of the booking is over 18 years of age. Any passengers under the age of 18 at the time of departure must be accompanied by an adult.
3.6.In all bookings we act as principals in the provision of your holiday.
We are a member of ABTA, membership number Y6183. 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. More information about the scheme is contained in section 14, ‘If you have a complaint’.
5.YOUR HOLIDAY PRICE
5.1.We reserve the right to alter the prices of any of the holidays advertised in any forms of media. Please note that prices may go up or down prior to booking. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. Please note that all holidays remain subject to availability at all times.
5.2.When you make your booking you must pay a minimum deposit of £100 per person. The deposit payable may vary according to destination and product. You will be advised of the deposit before your booking is confirmed. Please note that if your booking includes a flight, the price of the flight may be payable in full at the time of booking depending on class of fare booked.
5.3.The date on which the balance of the holiday price is due will vary according to your chosen holiday. The balance due date will be confirmed by your cruise executive or via our website, however in all circumstances this will be no later than 8 weeks before departure.
5.4. If the deposit and/or balance are not paid on time, we shall cancel your travel arrangements and retain your deposit if applicable. You may also be charged any appropriate cancellation charges if application under section 7.
5.5.No person will be allowed to travel unless the company has received cleared funds, or evidence of cleared funds, prior to your date of departure.
5.6.All monies paid to the travel agent are held on our behalf at all times. Where the booking was made via an agent you will have to provide us with documentary proof that you have paid the travel agent e.g. credit card statement, in order for us to claim any payment from the agent in the unlikely event that payment issues arise.
5.7.If you are paying by credit card (Visa/MasterCard) you will incur a credit card fee of up to 2%. This will be notified to you prior to confirming your booking. No charges will be incurred for payments made by debit card.
5.8.All prices quoted are in pounds sterling and must be paid in this currency.
5.9.Please note: In the event of any conflict between any special offers on our website and the price quoted by our reservations departments the price quoted by our reservations department will prevail.
5.10.Changes in transportation costs including the cost of fuel, dues, 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.
5.11.There will be no change within 30 days of your departure and we will absorb any variation up to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. In either case there will be an administration charge of £1.00 per person together with an amount to cover agents’ commission.
5.12.If this variation means that you have to pay an increase of more than 10% of the price of your travel arrangements, you may either accept alternative travel arrangements if we are able to offer them (if this is not of equivalent or higher quality you will not have to pay more but if it is of a lower quality you will receive a refund of the difference in price), or cancel your travel arrangements and receive a full refund of all moneys paid, except for any amendment charges. Should you decide to cancel for this reason you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
5.13.We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.
5.14.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.
5.15.When you buy a flight based package holiday, all monies you pay to the travel agent are held by him on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligations 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 the and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. For any non-flight based holidays, all monies you pay to the travel agent are held by him on our behalf at all times.
6.IF YOU CHANGE YOUR HOLIDAY
- If you make any alteration to your holiday after we have confirmed your booking, other than increasing the numbers in your party or adding a service to your booking, an amendment fee of £30 per person will be charged, in addition to any applicable accommodation or airline fees.
- For changes after you have booked your holiday, other than a name change, you will be liable to pay cancellation charges (please refer to section 7). Please note: in the case of cruise lines, any changes requested once booked may incur cancellation charges where such changes cannot be made with payment of a fee.
- Name changes, if permitted by the relevant suppliers, may be accepted up to 3 weeks before your departure date and a charge of £25 per name change will be levied, in addition to any applicable accommodation or airline fees.
- Cancellation charges may be applicable where name changes are made within 3 weeks of the departure date, plus any applicable airline charges. This includes changing from your maiden name to your married name or where a ticket is non-refundable.
- If the holiday price depends on the number of persons booked into an accommodation and you wish to change that number of persons, the price will be calculated on the basis of the new party size. Any increase in price per person as a result of part cancellation is not a cancellation charge. It is a price adjustment resulting from the amendment to the number of persons travelling.
6.7 Important note: all amendments must be confirmed in writing by email or post by the lead name on the booking or by your travel agent. If email is used as the appropriate method of cancellation, you/the travel agent are advised to keep a copy of the email confirmation as this may be required for proof in the unlikely event of any discrepancies.
7. IF YOU CANCEL YOUR HOLIDAY
7.1 You may cancel your travel arrangements at any time. Your travel arrangements may not be cancelled by anyone else in your party unless we have express written permission from you to do so.
7.2 All cancellations must be notified to our office in writing by the lead name on the booking or your travel agent and should be marked ‘URGENT – CANCELLATION NOTIFICATION’. Cancellations can also be made via email by you or your travel agent and must be marked the same way. You/your Travel Agent must keep a copy of your written cancellation request in case of any discrepancies and we would advise you to check that your cancellation request has been received and actioned by us. The effective date of cancellation will be when the notification is received by us.
7.2 Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below:
NOTIFICATION PERIOD CANCELLATION CHARGE
71 days or more Deposit only
70 - 53 days or more 30% of holiday cost* or deposit if more
56 - 36 days or more 50% of holiday cost* or deposit if more
35 - 22 days or more 70% of holiday cost* or deposit if more
21 – 15 days or more 90% of holiday cost* or deposit if more
14 days or less 100% of holiday cost*
* If you change your booking, ‘Holiday cost’ does not include any handling/amendment fee or other costs paid which are not refundable in the event of your cancellation.
7.4 Please Note: Cancellation terms and charges will apply where you wish to cancel due to inclement weather conditions at your chosen destination. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
7.5 Any refunds due may take up to 6 weeks to be processed once properly notified.
8. IF WE CHANGE OR CANCEL YOUR HOLIDAY
8.1 It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time.
8.2 Most changes will be minor and we will advise you or your travel agent of them at the earliest possible date. Please note that no compensation is payable in respect of minor changes. Please note that any airlines referred to in our advertising may be subject to change. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, changes of accommodation to another of the same standard or higher within the same resort area, or a change of departure airport to one within the same region.
8.3 If we make a major change, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, subject to availability.
8.4 We also reserve the right to cancel your travel arrangements. If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this section. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will endeavour not to cancel your travel arrangements, except for reasons of force majeure or failure by you to pay the final balance. 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.
Major changes may include the following:
a) We need to change your flight departure time by over 12 hours;
b) We have to change your accommodation to that of a lower rating/classification;
c) We have to change your holiday to a different country or different area of the same country;
d) Change of UK departure airport except changes between London airports i.e. Gatwick, Heathrow, Luton or Stansted, or between Birmingham and East Midlands.
8.5 You will have the choice of accepting the change of arrangements; or accepting an offer of alternative travel arrangements from us, if available; or cancelling your booked holiday and receiving a full refund of all monies paid. If the alternative arrangements selected are of a lower price than those originally confirmed, the difference will (if already paid) be refunded to you. If the alternative is more expensive you must pay the difference in price.
8.6 If you accept the alternative arrangements, the contract between us will be varied to incorporate the new arrangements.
8.7 In the event that you choose not to accept alternative arrangements and opt for a cancellation with a full refund, the refund will not include any handling/amendment fees or any other costs if you have previously changed your booking.
8.8 In the case of a major change as defined by this section, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below. Please note: we will only make one payment for each full-fare paying passenger in the holiday booking and payments do not apply to infants or children travelling on free child places.
NOTIFICATION PERIOD COMPENSATION
84 day and over Nil
Between 83 to 29 days £10.00
Between 28 to 14 days £20.00
13 and 1 day or notice in resort £30.00
8.9 Please note: A change of arrival airport or flight operating with a stopover at another airport does not constitute a major change.
8.10 No claim for additional expenses or other compensation will be considered. For example, if you decide to cancel your travel arrangements instead of accepting the alternative we have offered and you then book a more expensive holiday, we will not consider any claim for the difference in price you have paid. Or where items are purchased in relation to your arrangements that are not purchased through Malta Direct.
8.11 If we cancel or make a major change and you accept a refund, we will consider an appropriate refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy.
8.12 IMPORTANT NOTE: We will not pay you compensation if we have to cancel or change your travel arrangements in any way due to reasons which are unusual, unforeseeable or beyond our control (force majeure). We can cancel your holiday in the following circumstances: war, threat of war, riots, civil strife or terrorist activity, industrial disputes, natural or nuclear disasters, fire, technical problems with transport, go slow, airport closures, bad weather conditions, airline failure and similar events beyond our control
8.13 Please note: Cruises occasionally have to be cancelled or curtailed due to unforeseeable circumstances beyond the cruise supplier’s control. In these circumstances, we have no liability other than to arrange for your return travel back to the UK at no further cost to you. This may either be arranged by us or the relevant cruise supplier. Cruise suppliers may make an ex-gratia payment in the form of vouchers to be used towards a future cruise and we would forward these on to you accordingly.
9. YOUR RESPONSIBILITIES
You accept responsibility for both you and your party in respect of the following:
(a) You must ensure that you and your party have valid passports and appropriate visas. Please refer to section 18.
(b) You should check if vaccinations are required for your chosen destination with your doctor.
(c) Airline regulations state that women who are 28 weeks or more into pregnancy at the time of return travel must have a doctor’s certification stating that they are fit to travel. Normally, permission to travel is refused after 32 weeks. Cruise suppliers have similar requirements in relation of women in advanced stages of pregnancy. We can only accept your booking upon the clear understanding that we cannot be liable if any airline or cruise supplier refuses to accept you or any member of your party as a passenger for this reason.
(d) You must be responsible for the behaviour of yourself and your party. (Please refer to section 12).
10. CHANGES AFTER THE START OF YOUR HOLIDAY
10.1 Very occasionally we may have to change your holiday arrangements after you arrive in the resort. If we do this, we will try to place you in accommodation of the same or higher standard in the same or similar resort.
10.2 We will pay you compensation according to the scale shown in section 8 only if the change constitutes a major change as specified.
10.3 You have no right to cancel your booking after you have left for your holiday if we offer you a suitable alternative, prior to departure.
11. OUR LIABILITY TO YOU
11.1 If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements.
11.2 However, we will not be liable where 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 where 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 we or our suppliers, even with all due care, could not foresee or forestall.
11.3 Our liability, except in cases involving death injury or illness, shall be limited to a maximum of 2 times the cost of your travel arrangements.
11.4 Our liability will also be limited in accordance with and/or an identical manner to:
a) The contracted terms of the companies that provides 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.
11.5 You can ask for copies of the transport companies’ contractual terms, or the international conventions, from our offices at 40/42 Kenway Road, Earls Court, London, SW5 0RA.
11.6 Please note that this clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
11.7 Please refer to section 13 in respect of flight delays, cancellation and denied boarding.
11.8 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.
11.9 For any excursions or other tours that you book, your contract will be with the operator of the excursion or tour and not with us.
11.10 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.
PROMPT ASSISTANCE IN RESORT
11.11 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 which we 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.
12.1 If you are prevented from utilising your aircraft seat, cruise and/or booked accommodation as a result of your behaviour, or you appear to be unfit for travel or likely to cause disturbances or discomfort to other persons whether due to alcohol consumption, misuse of drugs or general misbehaviour our responsibility for your, journey/accommodation ceases and you will be deemed to have cancelled your arrangements. Full cancellation charges will apply (if applicable) and any extra costs incurred in making alternative arrangements will be payable by you.
12.2 For the avoidance of doubt, we will have no further obligation to assist you with alternative arrangements.
12.3 Furthermore, our liability towards you will cease in the event that you or your party causes any damage, disturbance, discomfort for any reason, whilst on your holiday. This may also lead to your eviction from any accommodation and/or cruise booked.
13. FLIGHT DELAYS
13.1 Unfortunately there are occasions when, for reasons beyond our control, your flight may be delayed. Although we cannot accept liability for any flight delays, we will do our best to liaise with the airline providing your flight in the event of a delay.
13.2 Please remember that it may be possible to make an insurance claim for any flight delays.
13.3 If you have not purchased our recommended insurance, it is your responsibility to ensure that you are fully protected against flight delays.
13.4 We cannot accept any liability for any payment you have to make, or for any time lost on your holiday, as a result of any delay unless we have provided our permission in advance.
13.5 Under EU law (EC Regulation 261/2004) you have rights in some circumstances to a refund and/or compensation from your 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. However, reimbursement in such cases is the responsibility of the airline and 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 section 8. If any payments to you are due from us, any payment made to you by the airline will be deducted.
14. IF YOU HAVE A COMPLAINT
14.1 If you have a problem during your holiday, you must inform the relevant supplier of the services in question (e.g. the cruise supplier) who will endeavour to put things right. Any verbal notification of any issues must be provided to the supplier as soon as possible. If for any reason you are unable to make contact with the supplier in question during your holiday, you must contact us in the UK using the contact details provided and giving us full contact details for you.
14.2 It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and ensure it is recorded during your holiday. If you fail to follow this simple procedure the supplier in question will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on holiday and this may affect your rights under this contract. Please note that under article 15(9) - The Package Travel Regulations 1992, you have an obligation to make your complaint known to the supplier and us as soon as possible.
14.3 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 Malta Direct Travel, Suite 2, Hardmans Business Centre, New Hall Hey Road, Rossendale, Lancashire, BB4 6HH giving your booking reference and all other relevant information. Alternatively you can submit your complaint via email to email@example.com. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.
14.4 It is unlikely that you will have a complaint that cannot be settled amicably between us. However, disputes to do with this contract which cannot be settled amicably may (if you wish) be referred to Arbitration under a special scheme which, is arranged by the Association of British Travel Agents (ABTA). 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 doesn’t 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 www.abta.com
.15. TRAVEL DOCUMENTATION AND TICKET CONDITIONS
15.1 Your travel documentation and tickets will be issued and sent to you within 21 days of your departure. For any booking made prior to 21 days before departure we will issue and dispatch documentation and tickets immediately.
15.2 If you lose, destroy or misplace your travel documents, any request for the documents to be re-issued will incur a charge for their replacement.
15.3 Where there is a requirement for documents to be posted, these will be sent via first class post. Once documents have been sent via email or first class post we will not be responsible for their loss unless as a result of our fault or negligence.
15.4 If you lose, destroy or misplace your travel documents, any request for the documents to be re-issued will incur a charge for their replacement.
15.5 When you travel by air, sea or land, the conditions of carriage of that airline/cruise/coach company apply, some of which limit or exclude liability for certain events. These conditions are the subject of international agreements between countries and will be made available for inspection at our offices; copies will be available on request.
15.6 We will not be responsible if you arrive late for the specified check in time or for the flight nor can we accept any responsibility for any loss by you for your holiday travel tickets, vouchers or coupons. If you lose your tickets, the airline may levy a charge to reissue them which is beyond our control.
15.7 If your ticket needs to be amended for any name changes you will be charged in accordance with section 6.
15.8 It is imperative and a strict condition of booking that you confirm your inbound flight details not more than 48 hours and not less than 12 hours prior to your previously notified flight time (*72 hours if the reconfirmation period falls over a public holiday). Your travel documentation will confirm where and how this can be done. We do not accept liability in the event that you fail to comply with this condition &, due to flight change, miss your return flight.
15.9 The times quoted on your documentation are local times.
15.10 It is important that passengers check-in at least 2-3 hours before the flight departure time.
15.11 If your outbound journey is not utilised the inbound reservation is automatically cancelled.
15.12 Once your reservation is made with us we will issue you with a confirmation invoice. The invoice will be issued and sent to the party leader or to the travel agent 48hrs after your reservation has been made. Once a booking reference number has been given to you or to the travel agent, where an email address has been provided to us we will email your confirmation invoice to you.
15.13 Please ensure you check the invoice, it is imperative that tickets and all other documentation are carefully checked as soon as received. You must contact us immediately if any information appears to be incorrect or incomplete. For quality assurance purposes all calls are recorded for future reference, any additional alterations or further changes to your documents not initially advised at your time of booking will be charged in accordance with section 6 of our terms and conditions.
15.14 You will receive notification from our administration prior to departure via email (if provided) or by post, giving notification and advise that the online cruise registration documents must be completed and that these must be submitted online and printed and produced at check-in for your cruise holiday. Please note that failure to do so may incur charges or even refusal to board the ship.
15.15 Any passengers that have confirmed flights with us as part of their holiday must ensure they have submitted any Advance Passport Information (API) online as per the carrier instructions which will be included with your travel documentation. Boarding passes/cards will then be also issued and sent to you if required by relevant airline. Failure to complete the mandatory Advance Passport submission will incur charges at check-in. Enclosed in your travel documentation pack will be a check list which you will need to review to ensure you have received all the relevant paperwork and to ensure that you have completed all online registrations and submissions. Please also note that any in-flight meals booked or airport assistance requested at the time of booking will appear on your confirmation invoice as well as any pre-assigned seating booked. Please ensure you travel with your confirmation invoice in case any supplier requests confirmation or proof of payment.
15.16 You are subject to any baggage restrictions applicable for any carriers or cruises during your holiday, including air and land carriers. You are responsible for checking these prior to departure and accept responsibility for any baggage disallowed or any additional charges caused by the restrictions levied by any carrier. Each cruise liner will have its own requirements which will include clothes and gifts appropriate for the cruise which may be brought on-board by each guest. Each piece of baggage must be distinctly labelled with the guests name, name of ship, cabin number and sailing date, you can obtain your baggage tags once you have completed the online registration via the cruise lines’ website, if you are unable to do this please contact our admin team on 0207 341 5999 and we will obtain the relevant cruise documentation required, print and post to you.
15.17 You must have received all vaccinations necessary for the holiday in good time prior to commencement of your holiday and you must have vaccination records available for show as and when required, as well as passports visas medical cards for the scheduled ports of call and disembarkation.
16. YOUR ACCOMMODATION
16.1 The self-catering, hotel or cabin accommodation provided is only for the use of passengers shown on the confirmation invoice as confirmed by us.
16.2 Sub-letting, sharing or assigning the accommodation is prohibited, as are overnight guests.
16.3 You are responsible for damage caused to accommodation by you or a member of your party. Please refer to section 12 for further details.
16.4 The Company has no control over the behaviour of persons visiting or residing at your hotel/self-catering complex and it cannot accept responsibility for any acts and/or inconvenience caused to you as a result of their behaviour.
17.1 It is a condition of booking that you take steps to adequately insure yourselves before travelling.
17.2 You must therefore either purchase our recommended travel insurance or alternatively arrange a policy yourself which is at least as good as that recommended.
17.3 Failure to purchase adequate travel insurance may result in our cancelling your holiday and levying appropriate cancellation charges.
17.4 If you plan to travel to another country outside your holiday destination you must ensure that you are adequately insured for travel to that country. Please check with your travel insurer for details.
17.5 We do not accept any liability in the event that you fail to purchase travel insurance and subsequently incur loss as a result of the failure to purchase insurance.
18. PASSPORT, VISA & IMMIGRATION
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.
19. ADVERTISING WEBSITE ACCURACY
19.1 We will provide the facilities and services advertised on our website and/or in all other forms of advertising and promotional materials.
19.2 If our suppliers or ourselves withdraw those facilities or services or limit them for any reason, we will try to tell you and where appropriate pay you compensation, if applicable.
19.3 We cannot pay any compensation for events which are outside our, or our suppliers’, control.
19.4 Outside of peak season it is common for facilities and services to be less widely available, both in your accommodation and any holiday resorts generally. We cannot accept liability in those circumstances. In such circumstances we have no obligation other than to find you suitable alternative accommodation of the same standard in the same resort and section 8 will apply in relation to your entitlements.
19.5 Public Holidays and religious festivals also affect the availability of resort and hotel facilities. The relevant National Tourist Office can provide details of such events and further information regarding your chosen holiday resort.
19.6 If we know about building work or other noise likely to affect your holiday arrangements we aim to tell you before you leave.
19.7 The information on the /or any advertising or promotional materials is checked and is known to be correct on the date advertised. However, as this can be many months before you take your holiday and despite careful checks, errors or changes may occur after the date of publication. If we are made aware of such errors, we will of course endeavour to inform you of them at the time of booking.
19.8 To ensure you have up to date information please check with your travel agent, our in-house reservations team or our website at www.maltadirect.com.
19.9 In accordance with Air Navigation Regulations an infant must be under 2 years of age on the date of their return flight.
19.10 The cost of a cot (where applicable) must be paid direct to the accommodation.
19.11 Airlines charge a fee for the carriage of infants. This varies from airline to airline and will be advised to you prior to booking.
20. MOBILITY IMPAIRMENT
If you have any specific mobility issues or needs due to any mobility impairment, you must tell us or your travel agent at the time of booking in order for us to ensure that your chosen holiday is suitable for you and your party. This includes, but is not limited to, wheelchair assistance and/or sight or hearing impaired requirements. If we are not made aware of any specific requirements prior to or at the time of booking and you have to subsequently amend or cancel your holiday as a result, we cannot accept any liability in these circumstances. In all circumstances we will do our utmost to try and accommodate your needs wherever possible.
21. SPECIAL REQUESTS
If you have any special requests that do not form part of the holidays described (for example dietary or room requirements) please let us know at the time of booking. These will be passed on to the relevant supplier but we cannot guarantee that these will be met.
22. SYSTEM ERRORS
In rare cases errors may occur when inputting prices into our reservations system or website. We regret that any contract entered into on the basis of an erroneous price will be void. In the unlikely event that such a situation arises, you will be given the option to either pay the correct price or cancel with a full refund.
23. IDENTITY OF OPERATING CARRIER
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by advising you of the carriers to be used or likely to be used at the time of booking. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change.
24. IMAGES & CREATIVE LICENCE
We cannot be held responsible for any photographic inaccuracies, and advise customers that a wide number of photographs are of generic images from stock library sources. These have been included for design purposes only.
25. THE 1998 DATA PROTECTION ACT AND YOU
Information that you provide to us will be held on our computers (and in other ways) for use by us for the following purposes:
• BOOKING INFORMATION
Information about you (and your travelling party) may be passed to holiday providers and others and may include things such as religious beliefs, dietary requirements, your (or your travelling party’s) physical or mental health. This information may also be transferred abroad.
• STATISTICAL ANALYSIS/MARKET RESEARCH, FRAUD PREVENTION/DEBT COLLECTION
• CONTACTING YOU
To contact you via e-mail, letter or phone with details of Malta Direct, or selected suppliers’, products and services which may be of interest you. We may also monitor and/or record your telephone conversations with us for security purposes and to ensure consistent customer service levels (including staff training). By entering into a contract with us you agree to the use and disclosure of information by us as described. You are entitled to a copy of your information held by us and we may apply a fee for the permission of this information. If you would like to see this please contact our customer services who will be able to assist you.