Making your booking
Be sure to verify the details on the booking form before confirming your booking. It is very important that all passenger names are given exactly as they appear in the passports of the respective passengers. Please note that the ages of all child passengers must be listed on the booking form as of the date of your return from holiday. Any member of your travelling party under 18 years old must be accompanied by an adult on his or her journey.
The “lead name” indicates the person who completes the booking online or by telephone. He or she must be at least 18 years of age at the time of booking. The lead name is responsible for payment of the total booking price, including any insurance premiums and all applicable subsequent cancellation or amendment charges. He or she also agrees to provide complete and accurate information for all other members of the travelling party as required for booking, including any changes made thereto. He or she confirms that all other members of the travelling party, including those added at a later date, agree to be bound by these conditions and all other applicable conditions listed in the relevant brochure and on our websites.
If the booking includes a round-trip flight, the lead name also agrees to bear responsibility for completing the following tasks if applicable:
- Notifying us prior to the time of booking of any personal circumstances or needs pertaining to a member or members of the travelling party, including but not limited to any needs arising from the reduced mobility or ability to act independently of said person(s) (for example, should any member of the travelling party experience difficulty walking 500 meters).
- Notifying us by contacting our customer service team at any time following the time of booking until as few as 48 hours prior to the departure of your first flight should any member of the travelling party have entered a state of reduced mobility or ability to act independently, or should any member previously reported as having reduced mobility or ability to act independently no longer fall into either category.
When you click to book online, our system will immediately attempt to book the travel services you have requested with us or the relevant provider(s). At that time, it may not be possible to confirm all of the elements of your booking. Should this be the case, you will receive an email to inform you that your booking has been requested and is being processed. At this point, it is possible that we will ultimately be unable to confirm your booking. For this reason, it is important that you refrain from making any other commitments that depend on the confirmation of your requested booking.
In all cases, you should receive your booking confirmation(s) (usually via email) within 48 hours of requesting travel service(s) via our website. A lack of relevant communication during this period may be due to network issues or incorrectly entered email addresses. Please do not assume that your booking has been cancelled unless you receive explicit notification from us that this is indeed the case. Should you wish to check the status of your booking, please emailATLANTIS TOUR or call our customer services team.
A binding contract will come into existence between you and us (in the case of bookings of individual holiday products) or you and the supplier concerned (in respect of bookings of Package holidays or just hotel accommodation) as soon as we have issued you with a booking confirmation invoice that will confirm the details of your booking.
Should any clear error appear on your booking confirmation invoice or any other documentation, we reserve the right to correct it immediately. Should you find any said correction unacceptable, you will be entitled to a full refund.
Prices and availability
In all cases, we strive to display accurate schedules, prices, and availability. In the unlikely event that we display information and prices that prove to be incorrect or inaccurate, we offer our sincere apologies and ask for your understanding but we reserve the right to correct prices and other details in such circumstances.You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. Should you find any of the information we display to be confusing, please contact our customer services team, which will be happy to answer any questions and help you book your ideal holiday.
Making payment and default of payment
We will charge the full amount of the cost of your booking from your credit card. Please ensure that there is a sufficient fund on your credit card in order to process your booking correctly. In the event of any credit card issues please contact our service centre in order to provide alternative payment details. Should we be unable to collect the amount, your booking will be cancelled and we will not issue any refund.
If full payment is not made in accordance with these booking conditions, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their terms and conditions. Where you have booked an individual holiday product or combination of products, you will be subject to our cancellation charges. See section C below.
Further, in cases of outstanding payment, unjustified chargeback or outstanding cancellation fees, we shall reserve the right to charge you an additional administration fee up to 15% of the outstanding payment value to cover the costs of the necessary enforcement proceedings we bring in relation to your outstanding payments.
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements we make for you as agent for the supplier will be held on behalf of the supplier(s) concerned.
Please note that in case of the cancellation of the booking made using credit card, 2% will be charged for the handling fee.
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier but we do not guarantee that they will be met and we will have no liability to you if they are not.
Disabilities and Medical Problems
We are not a specialist disabled holiday company, but we are able to make enquiries of the supplier about the suitability of arrangements for you and provide replies prior to booking. You must make all requests in advance before a booking is confirmed.
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our or the supplier concerned’s control.
Naturally, we want your travel arrangements to run smoothly, and wish you a very pleasant holiday. Unfortunately, dissatisfactory circumstances may occasionally arise.
Where we are acting as agent, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to complain when you return home, write to the supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish.
Where you have booked an individual holiday product or series of products with us, please inform the relevant supplier (e.g. your hotelier) immediately. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
We strongly advise that all passengers take out comprehensive travel insurance that provides coverage against possible damages that may incur leading up to or during your holiday, such as the loss of or damage to baggage and possessions (including money), the cost of cancelling your booking at your own behest, and the cost of medical and other treatment and assistance in the event of illness or accident. Some airlines may refuse to provide travel services if proof of insurance cannot be provided. We can refer you to an insurance provider that can provide appropriate coverage. We accept no liability whatsoever for uncovered damages in the event of your failure to obtain adequate insurance coverage. In all cases, please be sure to review any purchased insurance policy carefully in order to ensure that all details are correct and that you have provided all required information (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance coverage. If you choose to book an insurance policy via an insurer to whom we have referred you, you will be asked to read and agree to the relevant booking conditions at the time of booking.
Passports and Visas and health
Please note that all passengers should have a valid passport. Because the holiday destinations offered on this website have diverse stipulated visa and immigration requirements, it is imperative that you verify the legality of your intended visit with the embassies of your country or countries of destination if necessary. Neither we, nor the relevant provider(s) accept any responsibility should you be unable to travel due to your failure to comply with any passport, visa, or immigration requirements.
For important pertinent information, please consult the links below:
Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.
We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.
Conditions of Suppliers
When you travel by air or by sea, your journey may be subject to certain international conventions such as the Warsaw Convention, Montreal Convention, or Athens Convention. By booking, you agree to submit to the “Conditions of Carriage” of the relevant transport provider(s) during your journey. When arranging your transport accommodations, we rely on the terms and conditions contained within these international conventions and pertinent “Conditions of Carriage”. By submitting your booking, you acknowledge that all of these terms and conditions form part of your contract with us as well as with all relevant transport provider(s). You may contact us to request a copy of any conditions applicable to your journey. The terms and conditions of all relevant airlines are available upon request. We will do our best to inform you of the airline relevant for your journey when you book with us. Should the airline relevant for your journey be unknown at the time of your booking or should it change following the confirmation of your booking, we will inform you as soon as possible, no later than at the check-in for your flight.
Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.
Law and Jurisdiction
These terms and conditions are governed by Austrian law and the courts of the Republic of Austria have jurisdiction.