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Terms and Conditions

American Express Europe Limited Booking Conditions

 

Please read the following booking conditions (the "Booking Conditions") carefully as they (together with the information contained within the Itinerary) set out the terms and conditions of the contract between you and American Express Travel Services, a trading name of American Express Europe Limited ("we", "us" and "our"). If there is anything within these Booking Conditions that you do not understand, then please contact us using the details given below in Section D11 to discuss.

 

If you do not agree to these Booking Conditions or the information set out in the Itinerary, you must not make a booking with us.

 

Our obligations to you will vary depending upon whether or not what you book with us is a "Package" as defined by the Package Travel Directive 2015/2302 (a "Package Holiday").

 

Section A explains in detail what a Package Holiday is and contains the Booking Conditions which apply to a Package Holiday.

 

Section B contains the Booking Conditions which apply to a Cruise Package.

 

Section C (under the heading "Single Components") contains the Booking Conditions which apply to non-Package bookings.

 

Section D There are certain terms which apply to any type of booking and these are detailed .

A1. Your Contract/Your Financial Protection

We do not own or provide any of the services, facilities or travel arrangements which make up your Package Holiday. These are provided by third parties whom we source to provide the services, facilities or travel arrangements which make up your Package Holiday (i.e. the Travel Provider(s) (defined below)).

We sell two different types of Package Holiday, where we are the organiser of the Package Holiday and which are subject to Section A:

 

  1. "Principal Package" – this is where we have created a Package Holiday and we sell this to you under a single contract. For a Principal Package, your contract for the Package Holiday is with us.
  2. "Multiple-Contract Package" – this is where we act as an agent for different travel providers (e.g. airlines, hoteliers, car hire companies ("Travel Provider(s)")). For Multiple-Contract Packages, we arrange for you to enter into separate contracts with each Travel Provider and it will be the relevant Travel Provider which will be the principal in the contract with you.

 

We will confirm to you upon booking which type of Package Holiday you have booked with us by issuing you with an ATOL Certificate. This will state that it is for a "Package (Single Contract)" when you have booked a Principal Package with us, or alternatively it will state "Package (Multiple-Contract) " for a Multi-Contract Package booking.

 

Any booking you make through us will be a Package Holiday with the exception of Cruise Packages (see Section B, which deals with Cruise bookings) or circumstances where you only book a single component i.e. a flight, a hotel or a transfer (Section C deals with single component bookings).

 

Your Financial Protection

We provide full financial protection for our flight-inclusive Package Holidays and ATOL protected flight only sales by way of our Air Travel Organiser's Licence number 0151 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email claims@caa.co.uk.

When you buy an ATOL protected flight or flight inclusive Package 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, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought 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, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

 

When you buy a Package Holiday that does not include a flight, protection is provided by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com. Our ABTA membership number is V4157.

 

These arrangements ensure that payments made by you for your Package Holiday would be refunded and/or you would be repatriated in the unlikely event of our insolvency.

 

A2.Price Changes

We may change the advertised price of any Package Holiday from time to time. We try hard to make sure that the advertised price is the most up-to-date price, but prices can change at short notice. We will confirm the actual price at the time of booking.

 

We advertise a large number of Package Holidays and we try hard to ensure that the advertised price is always accurate, but sometimes errors do occur. We will normally verify prices at the time of booking. If there is mistake, and the actual price is lower than that given at the time of booking, we will only charge you the lower amount. If the price is higher, we will contact you for instructions or reject your booking (at our sole discretion) and notify you of this so that you can decide what you would like to do.

 

We are under no obligation to supply you with a Package Holiday which is incorrectly priced, even after we have issued our Itinerary, if the error should reasonably have been apparent to you. In these circumstances, we may contact you for instructions or cancel your booking and notify you so that you can decide what you would like to do.

 

We may change the price of your Package Holiday after we have issued our Itinerary in order to pass on to you changes in:

  • (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
  • (ii) the level of taxes or fees on the travel services included imposed by third parties other than the Travel Provider(s), including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or
  • (iii) the exchange rates relevant to the Package Holiday. We shall notify you of any price increase at least 20 days before the start of your Package Holiday, together with an explanation for this change.

 

If the price of your Package Holiday is increased by more than 8% of its total price, then you may:

  1. accept the price increase;
  2. reject the price increase and terminate your Package Holiday with a full refund within 14 days of termination; or
  3. reject the price increase, terminate your Package Holiday and take an alternative one if we decide to offer this. If you decide to take an alternative Package Holiday, we will inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with Section A12 below.

 

We will give you a reasonable period of time to make your decision, which will usually be 14 days from notification of the price increase. If we do not hear from you within this timeframe, we shall be entitled to take further steps to terminate the Package Holiday.

 

If you decide to reject the price increase and terminate your Package Holiday with a full refund within 14 days of termination, you may also be entitled to compensation in accordance with the compensation figures set out in Section A12 below.

 

You will be entitled to a price reduction corresponding to any decrease in the costs described above which occur after you have booked but before the start of your Package Holiday, although we will be entitled to deduct our administrative expenses of this process. You will be entitled to ask for a breakdown of these administrative expenses.

A3. Changes Made By Us Before Travel

As the arrangements which make up your Package Holiday are planned many months in advance, from time to time we may need to make a change to your Package Holiday. We reserve the right to do so at any time. Most changes are minor changes, however, occasionally we have to notify customers of a "significant change" that we must make to a Package Holiday. A significant change is a change made before the start of the Package Holiday to any of the main characteristics of the Package Holiday, or any of your special requirements which we have accepted. A significant change may include:

 

  • Change of your departure point
  • Significant change of your destination
  • A change of more than 12 hours to the time you leave the UK or your destination or, in the case of Cruise Package bookings, a change of time of embarkation or disembarkation by more than 12 hours
  • If we downgrade your accommodation by a lower official rating
  • If the swimming pool will not be available for an extended period during your Package Holiday and no alternative pool is available either at the property or nearby
  • A significant change of itinerary missing out two or more ports altogether.

In the unlikely event that we have to make a significant change to your Package Holiday, we will tell you as soon as is reasonably possible. You will then have the option to:

 

  1. Accept the proposed change. If this results in a Package Holiday of lower quality or cost, you may be entitled to a price reduction in accordance with Section A12 below;
  2. Reject the proposed change and terminate your Package Holiday with a full refund within 14 days of termination; or
  3. Reject the proposed change, terminate your Package Holiday and take an alternative one if we decide to offer this. If you decide to take an alternative Package Holiday, we will inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with Section A12 below.

 

We will give you a reasonable period of time to make your decision, which will usually be 14 days from notification of the significant change. If we do not hear from you within this timeframe, we shall be entitled to take further steps to terminate the Package Holiday.

 

Unless the change is as a result of circumstances listed in the paragraph below headed 'Unavoidable and Extraordinary Circumstances', if you decide to reject the proposed change and terminate your Package Holiday with a full refund within 14 days of termination, you may also be entitled to compensation in accordance with the compensation figures shown in the table below.

 

If you accept the significant change or amend to a different Package offered for sale by us you will receive compensation as per Option 1 in the table below. If you reject the significant change and cancel your booking you will receive compensation as per Option 2. The amounts in the table are by way of guideline only and may in appropriate circumstances be increased

 

Period of Notice we give you before departure Compensation for each full fare paying passenger
  Option 1 Option 2
57+ days £0 £0
56-43 days £10 £5
42-29 days £20 £10
28-15 days £30 £15
14-0 days £40 £25

 

Compensation payments relating to a child place for which you have paid a child price are half the amounts shown (up to half the child price paid). There are no compensation payments payable to those travelling on 'free child places', 'free group places' or infants.

A4. Minor Changes Made By Us Before Travel

Any change which is not deemed to be significant, as described in the Section entitled "Changes made by us before travel" (e.g. a change of less than 12 hours to the time of departure), will be classed as a minor change.


We will endeavour to tell you about a minor change before you travel. However, we will not pay compensation as a result of this change, or give you any of the options set out in the section above.

A5. Cancellations By Us Before Travel

On rare occasions, we may have to cancel your Package Holiday and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative Package Holiday if we are able to, and inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality cost, you may be entitled to a price reduction in accordance with Section A12 below. If we cannot offer you an alternative, or even if you just prefer, we will provide you with a full refund of any payments made for the Package Holiday.

 

You may be entitled to compensation as a result of our termination in accordance with the figures set out in Section A12 below, except where we are prevented from performing the contract because of Unavoidable and Extraordinary Circumstances (see Section A8) and we notify you of the cancellation without undue delay before the start of your Package Holiday.

A6. Changes You Make To Your Package Holiday Before Travel

Your right to make changes to your Package Holiday are set out at Section D6.

 

You may also transfer your Package Holiday to another person who satisfies all the conditions applicable to the Package Holiday (provided that the other person must be an American Express card member), subject to you and the other person accepting that you will both be liable, jointly and individually, for full payment of any balance due to be paid and any fees, charges or other costs arising from the transfer. We shall notify you of these costs upon receipt of your request to transfer.

 

In order to take advantage of this possibility, you must contact us using the details set out in Section D11. You will need to give us reasonable notice of this change so that we can make the necessary arrangements, but 7 days before departure shall be considered to be reasonable.

A7. Cancellations By You To Your Package Holiday Before Travel

Your rights to cancel your Package Holiday are set out Section D6.

 

You shall also have the right to cancel your Package Holiday before it starts without paying any cancellation charge in the event of unavoidable and extraordinary circumstances (which is described in Section A8 below) occurring at the place of destination or its immediate vicinity and significantly affecting the performance of the Package Holiday, or which significantly affects the carriage of passengers to the destination. If you cancel in this circumstance, we shall provide you will a full refund of any payments made in relation to your booking but you will not be entitled to compensation or any of the rights set out in Section A12 below.

A8. Unavoidable and Extraordinary Circumstances

In these Booking Conditions, where we refer to Unavoidable and Extraordinary Circumstances, it means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.

 

This may cover, for example, warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a serious disease at the travel destination, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the destination as agreed in the package travel contract.

 

Cruise ships shall, in the event of Unavoidable and Extraordinary Circumstances, also be at liberty to deviate from the advertised route and to call (or omit to call) at any port or place to tow and assist vessels and to offer or render assistance to preserve life or property or for any other reason or purpose which in the judgment of the Master of the ship (whether alone or acting on advice from others) is reasonable including, but not limited to, weather conditions, operational matters, the medical condition of anyone on board or the safety, comfort or convenience of guests. Such deviation shall not give rise to any liability on our part and shall not represent a significant change to the Package Holiday.

 

Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of Unavoidable and Extraordinary Circumstances, we have to change your Package Holiday after departure, or we, or our Travel Provider(s), cannot supply your Package Holiday, as we, or they, had agreed, or you suffer any loss or damage of any description.

A9. Our Responsibility for the Performance of the Package Holiday

We do not own or provide any of the services, facilities or travel arrangements which make up your Package Holiday. These are provided by third party Travel Provider(s) whom we source to provide the services, facilities or travel arrangements which make up your Package Holiday. In this regard:

 

(i) For Principal Packages, our obligations, and those of our Travel Provider(s) providing any service or facility involved in any of your Package Holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities and, where our Travel Provider is actually providing the service or facility, to provide them with reasonable skill and care.

 

(ii) For Multiple-Contract Packages, our only obligation to you is to exercise reasonable skill and care in arranging for you to enter into contract(s) with the Travel Provider(s). Where the Travel Provider is actually providing the service or facility, it shall provide them with reasonable skill and care.

 

In addition, we have a responsibility to you for the performance of the travel services which make up your booking under the Package Travel Regulations 2018, irrespective of the fact that such obligations are to be performed by the Travel Provider(s), as described below.

 

You must inform us without undue delay of any failure to perform or improper performance of the Package Holiday (“Non-Performance”) which you perceive during the performance of a travel service included in the Package Holiday. If you fail to do so, this may affect the price reduction or compensation you might otherwise be entitled to.

 

If any of the travel services are not performed in accordance with the terms of your booking, we shall remedy that Non-Performance, or if we do not do so within a reasonable time after notification by you, you may do so and request reimbursement of expenses from us. However, these rights will not arise if remedying the Non-Performance is impossible or entails disproportionate costs taking into account the extent of the Non-Performance and the value of the travel service effected. If we do not remedy the Non-Performance, then you may be entitled to a price reduction or compensation in accordance with Section A12 below.

 

If a significant proportion of the travel services cannot be provided as agreed in the booking, we shall offer, at no extra cost to you, suitable alternative arrangements for the continuation of the Package Holiday. The alternative arrangements shall, where possible, be of equivalent or higher quality than those specified in your booking. Where they are of lower quality you will be entitled to a price reduction as described in Section A12 below. You may only reject the alternative arrangements we offer to you if they are not comparable to what was agreed in the booking or the price reduction is inadequate.

 

If Non-Performance substantially affects the performance of the Package Holiday, and we have failed to remedy it within a reasonable period of time after notification by you, you may decide to continue with your Package Holiday or terminate your booking without paying a termination fee. If you decide to terminate, then if your Package Holiday included carriage to the destination, we shall also repatriate you with equivalent transport without undue delay back to your place of departure and at no extra cost to you. In either case, you may, where appropriate, request a price reduction and/or compensation in accordance with Section A12 below.

 

If it is impossible to ensure your return to your place of departure as agreed in the booking because of Unavoidable and Extraordinary Circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per passenger. This limitation shall not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before the start of the Package Holiday.

 

If a longer period of accommodation than that referred to in the paragraph above is provided for in EU legislation concerning the passenger’s mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described above in the event of Unavoidable or Extraordinary Circumstances, then the limits set out in this legislation will apply instead.

A10. Prompt Assistance in Resort

We shall provide you with appropriate assistance without undue delay if you are in difficulty, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.

 

If you are in difficulty and you need our assistance, please contact us using the details set out in Section D11 below.

A11. Flight Delays

Delays sometimes occur. When a delay occurs you may be eligible to care and assistance from the airline, including refreshments and meals when appropriate. We will not do this ourselves as such arrangements will normally be the responsibility of the airline.

A12. Price Reduction and Compensation

COMPENSATION FOR NON PERFORMANCE OF PACKAGE HOLIDAY

(i) You will be entitled to an appropriate price reduction for any period during which there is Non-Performance of the Package Holiday, unless this Non-Performance is attributable to you.

 

(ii) In addition to this, you shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of Non-Performance except where the Non-Performance is:

 

  1. Attributable to you;
  2. Attributable to a third party unconnected with the provision of the travel services included in the Package Holiday and is unforeseeable or unavoidable; or
  3. Due to Unavoidable and Extraordinary Circumstances.

 

LIMITATIONS ON COMPENSATION CLAIMS

 

Compensation under International Conventions

(iii) We shall not be liable to pay compensation to you in connection with your Package Holiday where there are international conventions which limit the extent or the conditions under which compensation would have to be paid by one of our Travel Provider(s). These same limitations will apply to us and in an identical manner as if such limitations applied directly to us. These international conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the provision of accommodation. We shall have the full benefit of any limitation of compensation which is contained in these conventions and any other international conventions which govern the travel arrangements which make up the Package Holiday. Please ask us for copies of these international conventions if you would like to see them.

 

Travel Provider(s)' Contractual Limitations

(iv) Our liability will also be limited in accordance with the contractual terms of the Travel Provider(s) which provide the elements of your Package Holiday and in an identical manner as if such limitations applied directly to us.

 

Value of Compensation

(v) Our liability to you in connection with your Package Holiday shall be limited to a maximum of three times the cost of your Package Holiday, except in cases involving death, injury or illness where we or our Travel Provider(s) have caused such damage intentionally or with negligence. This maximum will only be payable when every aspect of your Package Holiday has gone wrong and you have not received any benefit from your Package Holiday. Any sums received by you from Travel Provider(s) will be deducted from any sum paid to you as compensation by us.

 

Extent of Liability under these Booking Terms and Conditions

(vi) Except as set out above, we accept no liability for any claims, losses, expenses, damages or liability for your Package Holiday, except in cases involving death, injury or illness where we have caused such damage with negligence.

 

YOUR ACTIONS IN RELATION TO COMPENSATION CLAIMS

 

Assisting Us With Your Claim For Compensation

(vii) You are obliged to assist us in recovering from any third party any sum which may compensate us for any sums we pay you. In particular, you are obliged to assign to us any rights that you may have against any other person whose acts or omissions have caused or contributed to our legal liability to pay you compensation. You must also provide us with all assistance we may reasonably require. Finally, you must follow the procedures for the notification of complaints set out in Section D11 below.

 

Reporting Illness And Medical Reports

(viii) Should you become ill while on your Package Holiday, you must, in addition to reporting your illness to our representative, Cruise Customer Relations Desk, local agent or Duty Office, consult a local doctor and also consult your GP upon your return home. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.

 

Compensation For Denied Boarding

(ix) Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding is denied by any carrier in circumstances which would entitle you to compensation under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate sums pursuant to those Regulations from the carrier. Any sums received by you in this respect constitute the full amount of your entitlement to compensation for all matters flowing from the carrier's actions and which fall within the scope of the Denied Boarding Regulations. If, for any reason, you do not claim against the carrier and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the carrier in relation to the claim that gives rise to that compensation payment.

A13. Baggage

The amount of compensation we will pay for any loss or damage to luggage is limited in accordance with the Conventions listed in the above Section A12. For claims for missing or damaged baggage you must follow the rules on the back or your ticket or contained within the carrier's conditions of carriage. Please note time limits apply within which to notify us or the carrier and make a claim. We will not accept liability for high-value items which you should insure for the appropriate amount.


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American Express Europe LLC (AEELLC) trading as American Express Travel, Belgrave House, 76 Buckingham Palace Road, London SW1W 9AX, United Kingdom is a member of ABTA (ABTA number C4330) and ATOL (ATOL number 0151). Being a member of ABTA (ABTA number C4330) means you have the benefit of ABTA’s assistance and Code of Conduct and this allows you to book with confidence. All the package and Flight-Plus holidays we sell are covered by a scheme protecting your money if the supplier goes out of business or is no longer able to provide the intended holiday. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available. American Express’s ABTA membership does not cover cruise bookings and should therefore not be relied upon when booking cruises or cruise packages. These bookings are covered by our third-party provider, ICE Cruise’s ABTA membership (ABTA number L6366). Many of the flights and flight-inclusive holidays on this website are also protected by the ATOL scheme, this ATOL protection does not apply to all holiday and travel services listed on this website. 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 . Please contact us to confirm what protection may apply to your booking.