The Lapland Experience Booking Conditions

For Bookings made from 1 February 2025

The Lapland Experience is a trading name of Murray Travel Tour Operating Ltd

1.  Your holiday contract

1. Your booking is made with Murray Travel Tour Operating Limited (“us”, “we”), and the following booking conditions form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read the booking conditions and agree to them.
2. In these booking conditions, “you” and “your” mean all of the people named on the booking (including anyone who is added or substituted) or any one of them, as the context requires.
3. The person who makes the booking (the “lead passenger”) must be 18 years old. They must have the authority to agree to these booking conditions on behalf of all of the people named on the booking.

2.  Before you book

1. Passport, Visa and Immigration Requirements
   Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
2. Travel Advice
   The Foreign & Commonwealth Office issues essential travel advice on destinations, which includes information on passports, visas, health, safety and security and more. Make sure you have a look at www.gov.uk/foreign-travel-advice
3. Health / Vaccinations
   You should contact your GP or a specialist vaccination centre for details of the measures you will need to take prior to departure.
4. Excursions and activities which form part of your package
   We offer various excursions and activities which you can book with us as part of your holiday arrangements. These will be shown in your invoice. Some activities may require you to be in good health and, by booking with us, you confirm that anyone participating is in good health with no medical history that would make it dangerous to participate. You must observe safety instructions at all times. Excursions and activities are subject to minimum numbers, and may be cancelled at short notice. In such circumstance, you will receive a full refund of monies paid for the excursion or activity in question.

5. Excursions and activities which do not form part of your contract
   Excursions or activities that you do not book with us are not part of your package holiday provided by us. This will include excursions or activities where we have introduced you to the operator of the excursion or activity whilst you are on holiday. Your contract will be with the operator and not with us. We are not responsible for the provision of such an excursion, tour or activity or for anything that happens during the course of its provision by the operator.

3.  Booking & paying for your holiday

1. When you confirm a holiday booking you must pay a deposit of either £150 per person or any higher deposit which applies to your holiday. The deposit will only be refundable as set out in these booking conditions. For Lapland trips, an interim deposit will also be payable.
2. Holiday bookings made directly on our website within 70 days (10 weeks) of your departure date require full payment at the time of booking. Bookings that include a cruise require full payment at the time of booking if made within 112 days (16 weeks) of your departure.
3. Some travel arrangements need to be paid in full at time of booking and/or are non refundable should you subsequently cancel. We will inform you of this when you book. Please also refer to 6.3 (If You Cancel Your Holiday).
4. Some travel arrangements will require an interim payment which will be non refundable should you subsequently cancel. We will inform of this when you book. Please also refer to 6.3 (If You Cancel Your Holiday).
5. The balance of the price of your travel arrangements must be received at least 70 days (10 weeks) before departure. If we or your travel agent have not received full payment before that time, we reserve the right to treat your booking as cancelled by you and to retain the deposit paid. If we do not choose to treat your booking as cancelled immediately because you have promised to make payment, if you still do not make full payment the cancellation charges shown at 6.2 will become due depending on the date we reasonably treat your booking as cancelled.
6. We reserve the right to cancel a booking which has been made at an incorrect price. When we become aware of any such pricing error, we will notify you as soon as reasonably possible. You will be given the option of accepting the correct price for your holiday, booking an alternative holiday or receiving a full refund.
7. A booking is not accepted until we issue an invoice. The date shown on the invoice is the date of booking.
8. We will arrange to provide you with the various services which form part of the holiday you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, and correct errors in, advertised prices and to change any of the holiday details advertised. Any changes will be made known to you at the time of booking.
9. It is important to check the details on the invoice when you get it. If any details appear to be incorrect or incomplete, please contact us immediately as it may not be possible to make changes later. Any misspelled or incorrect names must be corrected. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 5 days of our sending it out. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. We may charge a fee for any amendments. 
10. The cost of your holiday may change after booking where we incur additional charges due to an increase in the price of fuel or other power sources, the level of taxes imposed by third parties including tourist taxes, landing taxes, embarkation and disembarkation fees at ports and airports or exchange rates. If this happens, we will notify you as soon as possible and send you an amended invoice. No charge will be made where there is less than 20 days to your departure. If the price increase is more than 8% of the holiday price, you will be given the option of accepting the increase, booking an alternative holiday (subject to availability and payment of any increased cost or we will refund any price difference if the alternative is of a lower value) or cancellation and a full refund of monies paid, except for any amendment charges. Should you decide to cancel, you must do so within the time period shown on your final invoice.
    
    Should the price of your holiday go down, due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.
11. Out Of Date Range Flights
    Occasionally when a booking is made a long time before the departure date, flight details may not be available. If this is the case, we will inform you at the time of booking. When the timings and other flight details become available, we will inform you of these. If these flight details amount to a significant change to your holiday (see 7.5) we will offer you the options set out at 7.8 of these booking conditions.
12. Insurance
    You should take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees and against medical costs. Please read your policy details carefully and take them with you on holiday.
13. Advance Passenger Information
    You must make sure advanced passenger information is submitted to Murray Travel in advance of travel for all destinations.
14. Special Requests
    We will endeavour to comply with any special requests we receive (such as specific airline seating, dietary requirements or specific rooms) and will pass any special requests to the relevant supplier. However, we are unable to guarantee that such requests will be met and are not liable for any loss suffered in the event of such requests not being complied with
15. Expectant Mothers 
    We are not able to carry expectant mothers after: The end of the 35th week of pregnancy in the case of a single pregnancy, or the end of the 33rd week of pregnancy in the case of twins. After the end of the 27th week of pregnancy, expectant mothers must provide us with a doctor's certificate confirming their stage of pregnancy and that they are fit to fly, failing which we reserve the right to refuse carriage.  
16. Assisted Travel 

    If you require assistance at the airport for you or a member of your party, such as a wheelchair, you must tell us at the time of booking, or no later than 48 hours prior to your departure so that we can make sure arrangements can be made.  

    If you fail to notify us in advance, assistance may be delayed. 

    If you plan to bring your own wheelchair or mobility scooter, please notify us about this. We can only accept up to a maximum of 3 electronic mobility scooters on a single flight, which will be dealt with on a first come, first served basis. 

    Except where rules in the country prohibit it, we are able to accept registered assistance dogs free of charge when accompanying a passenger with appropriate disabilities. If you wish to bring an assistance dog please notify us at the time of booking or at least 7 days before departure. With the exception of registered assistance dogs accompanying a passenger, no other animals are permitted to be carried. 

17. Scheduled Departure TIme 

    All flight times displayed are local and in 24 hour clock, we do not wish to inconvenience customers but unfortunately sometimes changes to scheduled flight times may be required for operational or technical reasons outside our control, for that reason times shown are not guaranteed and may change.  

    Please ensure you re-check your flight itinerary on our website or contact us between 72 and 24 hours prior to your travel date to make sure you have not missed any changes. We will always try to notify you of any changes using the contact details provided in your booking where we have sufficient time before departure; however, you are ultimately responsible for ensuring that you have checked your flight details. 

18. Infants and Children 

    Babies under 2 years old on the date of departure must sit on the lap of a paying adult. If you're travelling with two infants, you’ll need two adults – no exceptions.  

    Infants won’t have their own seat and they must be at least 14 days old to fly with us. If an infant turns 2 years old while you’re on holiday, they will require a seat for their whole journey, please contact us if this is the case. 

    Children are considered to be anyone aged 2-17 year olds. Every booking must have at least one adult aged 18 or over who is responsible for children. If the under-18s aren’t related to the adult on the booking, they’ll need a signed letter of parental consent at the airport to travel. 

4.  Your Financial Protection

1. We provide full financial protection for our package holidays. 
2. For holidays which include a flight this is through our Air Travel Organiser’s Licence number. 10531 issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk)
3. 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.
4. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t 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 able 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).
5. 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.
6. When you buy a holiday which includes a flight, all money you pay to a travel agent is held by them on behalf of the Trustees of the Air Travel Trust, subject to their obligation to pay it to us as long as we do not fail. If we fail, any money held by the agent, or subsequently accepted from you by them, is and continues to be held on behalf of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday not including a flight, all monies you pay to a travel agent are held by them on our behalf at all times.
7. When you buy a package holiday which doesn’t include a flight, protection is provided by way of a bond held by ABTA of 30 Park Street, London, SE1 9EQ (www.abta.com).

5.  If You Want To Change Your Holiday

1. Any request to change a name and or date of birth on the booking will incur a £50 administration charge per person together with payment of any further costs we incur in making the change.
2. Any request for changes must be made in writing by the lead passenger or by your travel agent.
3. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
4. Some accommodation and transport is priced according to the number of people. If fewer people share, then the cost per person may go up.
5. If you change your booking to a holiday of lower value and then you cancel that holiday we can levy cancellation charges on the value of the original booking.
6. Transferring Bookings
   You may transfer the booking to another person. An administration charge will be made of £50 per person for transfer requests made more than 61 days before departure, and £100 per person within 61 days before departure. You must also pay any further costs we incur in making this transfer.

6.  If You Cancel Your Holiday

1. If you or anyone on your holiday booking wishes to cancel the holiday, the lead passenger must notify us in writing (including by e-mail). Any notification by telephone will take effect at the time given provided that it is confirmed in writing by the lead passenger within 24 hours.

2. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges when you cancel. The amount of the charges depends on how long before departure you cancel, as set out in the tables below. “Deposit” means any amount paid or payable at the time of book and any interim payment.
   
   Cancellation charges:

   Time of cancellation (days prior to departure)	Cancellation Charge
   71 days or more	Loss of deposit & interim payment
   70 days or less	100% of total holiday cost

   * or loss of deposit & interim payment if greater.

   * or loss of deposit if greater.

3. Insurance premiums and amendment charges are not refundable in the event of cancellation.

4. You can cancel your booking before it has started without paying cancellation charges if the performance of your holiday, or travel to your destination, is significantly affected by unavoidable and extraordinary circumstances at your destination or in its immediate vicinity. We will observe advice provided by the FCDO.

7.  If We Change Or Cancel Your Holiday

1. Accuracy of Information
   We rigorously check the information given in our advertising to ensure that it is correct to the best of our knowledge at the time of issue. However, we cannot guarantee the accuracy of the descriptions of the travel products displayed. Facilities may have changed from those advertised or be unavailable. Hoteliers and other suppliers may wish to maintain or improve their facilities, or take a break themselves. Tour, excursion, cruise or safari itineraries may change as a result of local conditions. We will always endeavour to advise you of any significant changes that we are made aware of prior to your departure.
2. Building Works
   Many hotels and resorts are continuing to develop, sometimes intensively and often with little or no advance warning. Whilst we have no control over such work, it is important to us that you are aware of any significant building work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of works which might reasonably be expected to seriously impair the enjoyment of your holiday, we will notify you as soon as possible.
3. Exclusive Escorted Departures Provision of a HTOL staff escort on our advertised Exclusive Escorted Departures is subject to minimum passenger numbers being reached. Should minimum numbers not be reached your holiday will continue with other local ground representation. If this is the case, we will notify you a minimum of four weeks prior to departure.
4. If We Change or Cancel Your Holiday Before Your Departure
   We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We plan arrangements a long time in advance of your holiday using independent suppliers, such as airlines and hotels, over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to change or cancel your holiday at any time. If we have to make a significant change or cancel, we will tell you as soon as possible.
5. A significant change includes a change of accommodation to that of a lower standard for the whole or a major part of your time away, a change of flight time of more than 12 hours, a change of UK departure airport (except between London airports), or a significant change of resort area. Examples of insignificant changes include alteration of your flights by less than 12 hours, changes to aircraft type, changes of carriers, change of accommodation to another of the same or higher standard,.
6. We will only cancel your confirmed booking after you have made full payment where we are forced to do so by unavoidable and extraordinary circumstances (see 7.10) or if the minimum number of clients required for a particular travel arrangement is not reached.
7. If we cancel your holiday you can choose either to have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).
8. Where there has been a significant change to your holiday we will offer you the choice of:
    
   1. accepting the changed arrangements; or
   2. accepting alternative travel arrangements, if available (we will refund any price difference if the alternative is of a lower value); or
   3. cancelling, in which case you will receive a full refund. We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled.

9. If we have to make a significant change or cancel we will pay you the compensation set out in the table below, unless:

   1. we are forced to make a change or cancel by unavoidable and extraordinary circumstances (see 7.10);
   2. we have to cancel because the minimum number of passengers necessary for us to operate your holiday has not been reached;
   3. we cancel as a result of your failure to comply with any significant requirement of these booking conditions (such as making payment on time).

   Time of significant change or cancellation (days prior to departure)	Compensation per person
   More than 60 days	Nil
   60 – 42 days	£10
   41 – 33 days	£20
   32 – 15 days	£30
   14 days or less	£40

   No compensation is due for changes that are not significant changes.

10. Unavoidable and extraordinary circumstances
    We shall not be in breach of our contract with you nor liable for delay in performing, or failure to perform, any of our obligations under our contract with you if such delay or failure results from a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken (“unavoidable and extraordinary circumstances”), including but not limited to, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire or unavoidable technical problems with transport.

8.  On Holiday

1. Flight Delays 
   When a delay occurs we will try to make sure refreshments or meals are provided when appropriate. Such arrangements will normally be the responsibility of the airline. If you have taken out a travel insurance policy you should have cover against delays. Any claims relating to compensation for flight delays should be directed to the airline operating the flight and are not the responsibility of The Lapland Experience.
2. Cutting Your Holiday Short 
   If you return home early where a problem with the services provided does not reasonably justify it, we will not offer you any refund for the part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment.
3. Behaviour
   If in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing or is likely to cause danger, upset or persistently affect the enjoyment of others, or to cause damage to property, we reserve the right to terminate your holiday. Abusive behaviour towards our staff or other passengers will not be tolerated and could also result in termination of your holiday. Should this happen no refund or compensation will be paid and we will have no further responsibility for your holiday arrangements (including any return travel). 
4. You will be responsible for all damage you cause to any vehicle, accommodation or their contents during your holiday. These charges may need to be paid locally.
5. Additional assistance If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
6. Representative Services 
   You will be met on arrival at your destination airport by our resort representatives; they will normally be waiting in the arrivals area and identifiable by The Lapland Experience branding. Please ensure you refer to your travel documents which will provide the appropriate contacts details should you need assistance whilst on holiday.
7. Transfers 
   When booking a trip with us, it will include transfers from the airport to the Lapland resort or hotel if applicable and back to the airport. Our resort representatives will help you to locate your transfer coach when you arrive at the airport.
   
   You will be informed about the pick-up time back to the airport on your arrival and you should ensure you are at the pick up location at least 10 minutes before. It remains the passenger's responsibility to ensure that they are at the airport on time for their flight.

8. Airline failure
   In the unlikely event that the airline with which you are traveling ceases to trade whilst you are abroad, you must contact us at the earliest opportunity to allow us to seek to find you an alternative return flight. We shall not be liable for any costs you incur in making your own return flight arrangements if you have not given us the opportunity to arrange an alternative flight home for you.

9. Charges payable locally
   In addition to your holiday price, you may have to pay charges locally in resort, such as city taxes, resort fees and breakage/security deposits. Please ensure you have a valid credit card at your destination to cover such charges. In some cases, local currency may be accepted.
   
   Where you arrange car hire, the hire company may also require payment by credit card or ask for credit card details on collection of the vehicle.

10. Check-in & passport/visa requirements
    All passengers should present themselves at the appropriate check-in desks assigned to their particular flight, it is the passengers responsibility to ensure they are at the airport on time and use the correct desk. Desks will open two hours before the scheduled departure time and will close 40 minutes prior to the scheduled departure time, any passenger that fails to present themselves at check-in by this deadline will not be accepted for travel and will not be entitled to any refund or compensation.
    
    All passengers will be required to provide relevant government issued photographic ID at check-in. The accepted forms of ID are a valid passport or national identity card supported by any other required documents such as visas. Children and infants will require their own passport or identity card.
    
    If a passport or identity card is damaged in any way it may not be accepted for travel, no refund or compensation will be entitled too, it is your responsibility to have valid travel documents. 
    
    Passengers should ensure they are at the boarding gate for their flight at least 25 minutes prior to departure. Passengers who do not present themselves at the boarding gate before this time risk not being allowed to travel and will not be entitled to any refund or compensation

11. Seats
    Our charter flights operate with assigned seating; seats will be assigned at check-in. We reserve the right to, at any time, give or allocate you another seat, even after you have boarded the aircraft. This may be necessary for operational or safety reasons.
    
    To be seated in an emergency exit row, passengers need to be 16 years or older, physically capable, willing, and able to assist in an evacuation.

12. Baggage
    You can take up to 8kg hand luggage per person on our Lapland daytrip flights.
    
    If you’re travelling with an infant or child, a collapsible pushchair and/or a car seat/ travel cot can be carried in the hold free of charge, as long as the total weight of these items doesn’t exceed 10kg. This allowance is per infant or child, and anything exceeding this will be charged for in line with our excess baggage policy, subject to space and availability.
    
    In addition, you may carry on board, for example, one small personal item such as: a handbag or a laptop bag, along with items purchased in duty-free and placed in the issued shopping bag.
    
    Restricted Baggage

13. You are not permitted to carry the following items in cabin or checked-in baggage: items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the rules relating to carriage of dangerous goods issued by International Civil Aviation Organisation (ICAO), the International Air Transport Association (IATA).
    
    Items which are prohibited from being carried by the applicable laws, regulations or orders of any country to be flown from, to or over (e.g. foodstuffs);
    
    Items which in our reasonable opinion are unsuitable for carriage by reason of their weight, size or character or which are fragile or perishable or which may affect the safety, health or comfort of other passengers or crew.
    
    You are not permitted to carry the following items in checked-in baggage, but may do so in cabin baggage; namely fragile or perishable items, money, jewellery, precious metals, silverware, computers, electronic devices, cameras, bottled alcohol, cigarettes, cigars or tobacco, high value new cosmetics and perfumes, other highly desirable items, medication that may be required during your journey, house or car keys, negotiable papers, securities or other valuables, business documents, samples, passports and other identification documents.
    
    You must not include in your cabin baggage replica or toy weapons, explosives or anything containing explosives (e.g. Christmas crackers, fireworks or fire crackers) and incendiary materials; knives of any kind/type/shape or size; letter openers; metal cutlery; catapults; slingshots, razor blades and straight razor blades (excluding safety razors and accompanying cartridge blades); tradesmen's tools; darts; scissors; nail files; hypodermic needles and syringes (unless required for medical reasons and accompanied by a medical certificate confirming the medical condition necessitating carriage); knitting needles; corkscrews; sporting bats and clubs.
    
    You may not bring alcohol on board for the purposes of consumption whilst on the aircraft, any alcohol bought in the airport terminal must remain sealed. For safety reasons we restrict the consumption of alcohol on board. Only alcoholic drinks purchased on board may be consumed during the flight.

14. Lost or Delayed Baggage
    Baggage that is lost or delayed is the responsibility of the airline. You should report any instances immediately at the airport.

9.  Our Liability to You

1. Please read this clause carefully as it sets out our entire financial liability (including any liability for the acts or omissions of our employees, agents and subcontractors) to you under or in connection with our contract with you.
2. We are responsible for the performance of the travel services included in your package travel contract, irrespective of whether those services are to be performed other travel service providers (our suppliers). If any of the travel services are not performed in accordance with the package travel contract and we don’t put that right we may be liable to offer you compensation, but within the limits of the law and the terms of our contract with you.

3. Nothing in these booking conditions shall limit or exclude our liability for:

   1. death or personal injury resulting from negligence; or 
   2. fraud or fraudulent misrepresentation; or
   3. breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
   4. any other liabilities for which it would be illegal or unlawful for us to limit or exclude that liability.

4. We shall not be liable to you, whether in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, for any damage, expense, cost or other sum or claim of any description whatsoever which results from:

   1. your acts or omissions; or
   2. unavoidable and extraordinary circumstances (see 7.10)

5. Without prejudice to clauses 9.3 and 9.4, our total liability arising under or in connection with our contract with you, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, shall be limited to a maximum of three times the cost of your travel arrangements.

6. Our liability will also be limited in accordance with and/or in an identical manner to:

   1. The contractual terms of our suppliers (such as airlines, accommodation or transport providers) that provide your travel arrangements. These term are incorporated into this contract; and
   2. 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, delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.

   3. Copies of the transport companies' contractual terms, or the international conventions, are available on request.

7. Under EU Regulation 261/2004 you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

8. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, the operating airline will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

9.  Our Liability to You

1. Please read this clause carefully as it sets out our entire financial liability (including any liability for the acts or omissions of our employees, agents and subcontractors) to you under or in connection with our contract with you.
2. We are responsible for the performance of the travel services included in your package travel contract, irrespective of whether those services are to be performed other travel service providers (our suppliers). If any of the travel services are not performed in accordance with the package travel contract and we don’t put that right we may be liable to offer you compensation, but within the limits of the law and the terms of our contract with you.

3. Nothing in these booking conditions shall limit or exclude our liability for:

   1. death or personal injury resulting from negligence; or 
   2. fraud or fraudulent misrepresentation; or
   3. breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
   4. any other liabilities for which it would be illegal or unlawful for us to limit or exclude that liability.

4. We shall not be liable to you, whether in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, for any damage, expense, cost or other sum or claim of any description whatsoever which results from:

   1. your acts or omissions; or
   2. unavoidable and extraordinary circumstances (see 7.10)

5. Without prejudice to clauses 9.3 and 9.4, our total liability arising under or in connection with our contract with you, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, shall be limited to a maximum of three times the cost of your travel arrangements.

6. Our liability will also be limited in accordance with and/or in an identical manner to:

   1. The contractual terms of our suppliers (such as airlines, accommodation or transport providers) that provide your travel arrangements. These term are incorporated into this contract; and
   2. 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, delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.

   3. Copies of the transport companies' contractual terms, or the international conventions, are available on request.

7. Under EU Regulation 261/2004 you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

8. If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, the operating airline will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

10.  If You Have A Comment or Complaint

1. If you have a complaint about any of the services included in your holiday, please inform our local agent or notify the supplier of the service in question (e.g. hotelier). If your complaint is not resolved locally, please contact us through Murray Travel Tour Operating Limited Aftersales on 01463 631163 and we will endeavour to put things right.
2. If you do not make your complaint as soon as possible while on holiday, this will affect our ability to investigate and take remedial action and this may affect your rights under your contract with us.
3. If a problem remains unresolved during your holiday, you must make a complaint in writing to us within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number.
4. We are a Member of ABTA. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

11.  Privacy Notice

1. We are committed to respecting your privacy and protecting your personal information. Our privacy notice is available on our website.

12.  Governing Law

1. Your contract with us and any dispute or claim arising out of or in connection with it shall be governed by the law of Scotland. 
2. You and we irrevocably agree that the courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim (including non- contractual disputes or claims) arising out of or in connection with the contract between us