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on return from your holiday data protection policy
6.1 QUESTIONNAIRE We are committed to improving the standard of our holidays and it is only with the help of your feedback that we will be able to achieve our aim. We would therefore appreciate it if you would spend a few moments to complete and return the questionnaire which you will find in your document wallet. The Quality Control Manager at Kuoni Travel Limited, Kuoni House, Dorking, Surrey RH5 4AZ (e-mail address CUSTOMER@KUONI.CO.UK) would also welcome and act upon any comments you would like to pass on to us. 6.2 IF YOU HAD A PROBLEM If a problem remains unresolved during your holiday, you should make a complaint in writing to Kuoni within 28 days of the completion of the holiday. Please remember to quote your holiday booking number and daytime telephone number. We will reply to you within 28 days of receipt of your letter, as laid down by the ABTA Tour Operator's Code of Conduct. 6.3 DEALING WITH COMPLAINTS We certainly hope that we can settle any holiday complaints amicably, however, should this prove not to be the case you may refer any dispute relating to this contract to an Arbitrator appointed by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability for you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person or £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences, although claims which include an element of minor injury or illness can be considered 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 Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com. 6.4 OUR COMMITMENT TO YOU FOR PERSONAL INJURY CLAIMS (UNCONNECTED WITH ARRANGEMENTS MADE BY US) Should you or any member of your party suffer illness, personal injury or death through any misadventure during your holiday arising out of an activity which does not form part of your holiday arrangements provided by Kuoni, we will, in our reasonable discretion, offer you advice, guidance and assistance. This may include a contribution towards your initial legal costs of making a claim against the offending party. Any contribution made by us will be limited to £5000 per booking form. Any request for assistance must be made within 90 days from the date of the misadventure in question. If you are able to make recovery of these costs whether from the third party or from a policy of insurance you may be asked to refund our outlay. Information about you and members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by us when you request information or make a booking with us. You are responsible for ensuring that other members of your party are aware of our booking conditions and this privacy policy and that they consent to your acting on their behalf in your dealings with us. We may disclose this information to our service providers (who may be located outside the UK/EEA) for the purpose of providing you with your travel arrangements and insurance. Only information necessary for this purpose will be disclosed to them. In the case of air travel, it may be mandatory for us to disclose information for security and anti-terrorism purposes and any other purpose imposed on us by governments or airlines. We may use your information for the purposes set out in our data protection registration with the Office of the Information Commissioner. We may disclose the same to companies in the Kuoni Group for business purposes and to companies who act as data processors on our behalf. Some information, for example relating to your religion or health, may be "sensitive personal data" within the meaning of the Data Protection Act 1998. We need this information to cater for your needs, but it is collected on condition that we have your positive consent. If you do not agree to our use of your information, we cannot accept your booking. By making a booking with us, you agree to allow your insurers, their agents and medical staff to disclose relevant information to us in circumstances where we may need to act in the interests of everyone in the group with whom you are travelling. For example, if you contract an infectious illness whilst on holiday, we may need to make special arrangements for you and ensure that you do not return with the group immediately. From time to time we may contact you by post with information about special offers or holidays. If you do not wish to receive such information, please notify us. You have the right to ask us in writing for a data subject access request form to obtain a copy of the information which we hold about you. You will be charged a fee for this. Any request should be addressed to The Company Secretary, Kuoni Travel Limited, Kuoni House, Dorking, Surrey, RH5 4AZ.
travel insurance
We summarise below cover under a special holiday insurance scheme, arranged by JLT Limited, who are authorised and regulated by the Financial Services Authority, for Kuoni Travel Ltd. Benefits under the policy are underwritten by Europ Assistance Holding Irish Branch of 79 Merrion Square, Dublin 2, Ireland. A detailed copy of the cover will be forwarded to you with your confirmation invoice. A specimen policy is also available on request should you require further information before booking. Please note our insurance policy is valid for UK residents only. FREE CHILDREN'S INSURANCE (EXCLUDING SCUBA DIVING) All children under 12 at the date of departure may be insured free subject to them being accompanied by one adult insured under this insurance. Children under two years of age at the date of departure are fully covered when travelling with a Kuoni insured adult. PREMIUM For up to 10 days cover £45 per person. For up to 31 days cover £70 per person. Thereafter a further premium of £20 per person per week or part thereof will be charged. There is no upper age limit with our insurance policy but an age disclosure is required from all those aged 80 years and over. SUMMARY OF COVER Cancellation & Curtailment: Final Invoice Cost (Excess = £100 except loss of deposit = £10) Medical and Repatriation Expenses: Up to £5,000,000 (Excess = £100) Hospital Benefit: Up to £1,000 (Excess = NIL) Personal Effects and Baggage: Up to £2,500 (Excess = £50) Baggage Delay: Up to £150 (Excess = NIL) Personal Money: Up to £1,000 (Excess = £50) Travel Delay: Up to £500 or final invoice cost of holiday (Excess = NIL or Excess = £50) Hijack: Up to £500 (Excess = NIL) Missed Departure: Up to £800 (Excess = NIL) Personal Accident: Up to £25,000 (Excess = NIL) Personal Liability: Up to £2,000,000 in aggregate (Excess = NIL) Legal Expenses: Up to £25,000 (Excess = NIL) 24-Hour Medical Emergency Cover: Emergency assistance service Europ Assistance Holdings Limited Domestic Pet Cover: £20 per complete 24 hours up to a maximum of £100. Scuba Diving Cover applicable when diving down to 30 metres with a qualified and approved instructor. Excess on Medical claims £100. CLAIMS Claims will be handled by Europ Assistance Holdings Limited and must be made in writing within 31 days of the event. IMPORTANT NOTICE The insurers hereby draw your attention to some important features of your travel insurance policy. Insurance Policy This contains full details of the cover provided plus the conditions and exclusions which apply to it. You must read the insurance policy carefully. Conditions, Exclusions and Warranties There are conditions and exclusions which apply to individual sections and general conditions, exclusions and warranties which apply to the whole policy. Health This policy contains restrictions regarding pre-existing medical conditions which unless declared and accepted by the Insurers in writing prior to travel may invalidate any subsequent claim. If an insured person under the policy knows of a pre-existing medical condition they must declare this to us. To declare a pre-existing medical condition or a change in state of health or medication you should contact us during office hours on: 0870 737 5840. Property Claims: Property claims are settled on the value of the goods at the time you lose them not on a `new for old' basis. Policy Limits: Most sections of the policy have limits on the amount the insurer will pay under that section. Some sections also include inner limits, eg: for any one item, or for valuables in total. Policy Excesses: Claims under most sections of the policy will be subject to an excess. Where there is an excess, you will be responsible for paying the first part of a claim. Reasonable Care: You are required to take all reasonable care to protect yourself and your property and act as though you are not insured. Complaints: The Insurance policy includes a Complaints Procedure which tells you what steps you can take if you wish to make a complaint. Hazardous Holiday Activities: The policy may not cover you when you take part in certain hazardous activities. Eg. Scuba diving below 30 metres or without a qualified and approved instructor. If you are uncertain whether cover is provided contact the helpline number 0870 737 5844. Cooling Off Period: If after reading the policy you are not satisfied with it for any reason, you must return it to Kuoni Travel within 15 days of issue in order to receive a full refund of premium, provided that a claim does not exist and travel has not taken place.
holiday 2009 advance registration
You may wish to plan a holiday further ahead perhaps to celebrate a special event such as a wedding, anniversary or honeymoon or to travel at times of the year such as Christmas and Easter when demand always exceeds supply, and it can be frustrating waiting for the next brochure to appear! Kuoni is therefore able to offer a unique new computerised Advance Registration service to register your Kuoni holiday request for departures between 01 January and 31 December 2009 please telephone the relevant Sales area (see back cover for details). To help you, please be ready with the following details: Proposed date of departure and itinerary, all passenger details, names, titles and initials and dates of birth for under 12's and travel agents details where applicable. The deposit for Advance Registrations is £150 per person and this is fully refundable if the holiday we offer is not suitable. All Advance Registrations are automatically dealt with on a first-come first-served basis, subject to availability and will be given special priority before the new brochure is generally available.
Kuoni is supporting The Travel Foundation, the UK charity that cares for places we love to visit. You can find out more at www.thetravelfoundation.org.uk
AC
Member of ABTA No. V258X ATOL Licence No. 132 (Kuoni is a bonded tour operator with a licence granted by the Civil Aviation Authority)
PLEASE ENSURE YOU READ YOUR INSURANCE POLICY CAREFULLY. KUONI CANNOT BE HELD RESPONSIBLE FOR ANY COSTS SHOULD A CLAIM NOT BE MET BY INSURANCE.
call 01306 740500 | www.kuoni.co.uk | see your travel agent 111
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