Booking Conditions - Our Commitment to You | 8. Our Complaints Procedure
Please also see clause 17 "If you have a complaint" below which sets out the steps you must take in the event of your having reason to complain or make a claim.
Disputes arising out of, or in connection with this contract which cannot be amicably settled may be referred to arbitration if you so wish under a special scheme arranged by the ABTA - The Travel Association and administered independently by the CEDR Resolve (Centre for Effective Disoute Resolution). The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. This scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking. In addition, it does not generally apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and statement of claim must be received by the CEDR within 18 months of the date of return from the holiday. Outside this time limit arbitration under the scheme may still be available if we agree, although the ABTA Code does not require such agreement.
Special Note: We both agree that any dispute, claim or other matter of any description (and whether involving personal injury or not) which arises out of or in connection with your contract or holiday must be dealt with under the ABTA Arbitration Scheme or brought in the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case any proceedings must be brought in either the Courts of your own country or those of England and Wales). We both also agree that English law (and no other) will apply to your contract (unless proceedings are brought in Scotland or Northern Ireland, in which case Scottish or Northern Irish law, as applicable, will apply instead). If this provision is not acceptable to you, you must tell us before booking your holiday.
NO HIDDEN EXTRAS: All prices shown include ALL compulsory charges (Fuel Supplement, Air Passenger Duty & Flight Supplement where applicable). Book with confidence: We are members of ABTA and all our air-inclusive holidays are financially protected by the Civil Aviation Authority under the ATOL scheme
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