17617716. InsuranceIt is a condition of booking with JLA that you take out insurance at the time of, or prior to making your booking. We recommend that you take out insurance early (our recommended policy covers loss of deposit), so that you get full value for money for cancellation insurance. The price of policies varies according to age, pre-existing medical conditions, duration of travel and the amount for which you need to be insured. It is your responsibility to ensure that the insurance cover you buy is suitable and adequate to your particular needs and especially in relation to personal accident, all medical expenses and repatriation costs. You must send us details of the policy you do take including the insurers' name, policy number and 24-hour emergency telephone number. You are also required to carry proof of insurance with you and produce it if reasonably requested by our tour leaders or local suppliers. If you lose any personal items whilst on holiday you are advised to obtain a written police report and/or from a local representative to assist with any insurance claim upon your return.The provider we recommend is Campbell Irvine Ltd, whom we have been dealing with for over 30 years on our clients' behalf. They have given us a summary sheet of insurance options for 'mature' travellers and high value insurance. Please ask us if you'd like a copy.17. Your responsibilitiesBefore booking, please refer to the FCO website to ensure that you're comfortable with the travel advice to the places you're going to http://www.fco.gov.uk/en/travel-and-living-abroad/travel-advice-by-country/south-america/It is incumbent upon clients to behave in a responsible, restrained and sober manner when dealing with our local suppliers and representatives, with local authorities and with fellow travellers. If you are affected by any condition, medical or otherwise, that may affect you or other people's enjoyment of the holiday, you must advise us at time of booking. Clients agree to accept the authority and decisions of JLA's employees, tour leaders, and local suppliers whilst on holiday with JLA. If, in the opinion of such persons, the health, level of fitness or conduct of a client at any time before or after departure appears likely to cause danger, distress or loss of enjoyment to others or to the client him/herself, the client may be excluded from all or part of the tour or excursion without refund or compensation. Similarly, you must meet any expenses JLA incurs as result of your behaviour. The behaviour and well-being of minors is the responsibility of parents or accompanying adults. You must ensure that all your travel documents, full passport, visas, inoculation certificates, credit cards, currency and travellers' cheques (we recommend US$ for Latin America-except Cuba) are in order. No credit or refunds will be given as a result of lost, misplaced or destroyed travel documents. If your hotel has a safe, keep your passport there (but always carry a photocopy of the important pages for identification purposes). Use your common sense to judge whether hotel safe-boxes are indeed 'safe', since, even if we have booked the hotel for you, JLA will accept no responsibility or claims for contingent liability for theft from hotel rooms or safekeeping. Yellow fever, typhoid inoculations and prophylactics against malaria should be considered essential for all South and Central American countries within the tropics, please consult a qualified medical practitioner. We are able to give general advice, but cannot be held responsible for any information not stated in writing as indicated below. Use your common sense to decide whether food is safely edible.The name on your airline e-tickets should be the name that appears on your full passport, so where we are booking flights on your behalf, we will use the name exactly as given on your booking form. If the name given is not as it appears in your passport, any penalties or charges incurred by airlines will be your responsibility, including the purchase of a whole new ticket if necessary.Please note that if you believe that we have stated orally that a particular facility or service would be available, we ask you make a brief reference to it in writing so that we may confirm it to you when accepting your booking. The same applies to requests for special diets, flight seats, room/cabin allocation and other sleeping arrangements, facilities for the disabled, all of which we must be made aware of in writing at time of booking. If JLA or any local supplier reasonably feels unable properly to accommodate the particular needs of the person(s) concerned we reserve the right to decline the booking. Whilst every effort will be made to meet requests for special diets and disabled facilities, they cannot be guaranteed in Latin America, nor can we accept claims for compensation associated with their non-provision. Similarly, any special request for flights seats and room/cabin allocation is at the discretion of the airline or service provider and unless and until specifically confirmed in writing all special requests are subject to availability. We will pass on any special dietary requirements to airlines but we recommend that you confirm this directly with the airline once your e-tickets have been issued.18. Our responsibilitiesWe accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and sub-contractors whilst acting within the scope of, or in the course of their employment, as accepted under English law. We accept responsibility for ensuring the holiday you book with us is supplied as described. If any part is not provided as promised, other than as a result of force majeure (see 11a) we will pay you appropriate compensation if this has affected your enjoyment of the holiday. Our liability in such cases shall be limited to a maximum of two times the value of the element not supplied excluding flights. We cannot accept responsibility for any services and arrangements which do not form part of the booking with us.Our obligations, and those of our suppliers providing any service or facility included in your holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities. You must show that reasonable skill and care has not been used if you wish to make any claim. In many Latin American destinations, standards of quality, safety and hygiene may often be lower than those which would be expected to be found in the UK. Indeed the allure of some of our destinations is to experience relatively untouched parts of Latin America and thus facilities and infrastructure in some areas may be of a basic nature and more appropriate to the local culture than to foreign tourists. The nature of the prevailing conditions may also give rise to events or entail risks beyond those either planned for or usually encountered. All bookings are accepted on the understanding that such differences are appreciated by clients and that they undertake all tours and excursions of their own volition. The services and facilities included in your holiday will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply (for example those of a civil aviation authority) or, if there are no applicable local regulations, if they are reasonable when compared to the local standards and customs.If any client suffers death, illness or injury whilst overseas arising out of activity which does not form part of the foreign inclusive holiday arrangement or excursion arranged through us, we shall, at our discretion offer advice, guidance and assistance to help you in resolving any claim you may have against a third party, provided we are advised of the incident within 90 days of the occurrence. Where legal action is contemplated our authority must be obtained prior to commencement of proceedings and be subject to your undertaking to assign any costs recovered or any benefits received under an appropriate insurance policy to ourselves. Our costs in respect of the above on behalf of you and your party shall not exceed £5,000 in total. 19. Carriage by air and seaThis is subject to the terms and conditions of the carrier with whom you travel. In respect of carriage by air, sea, rail and road, as well as the provision of accommodation our liability will be limited in all cases by the carrier's conditions of carriage and by the relevant international convention, namely the 1929 Warsaw Convention (as amended) or the 1999 Montreal Convention (air travel); the 1961 Berne Convention (rail travel); the 1974 Athens Convention (carriage by sea); the Geneva Convention 1973 (carriage by road) and the 1962 Paris Convention (hotel accommodation). The terms and conditions of these conventions may limit or exclude liability for death or personal injury, delay to passengers and loss of, damage or delay to luggage. We are regarded as having all benefit of any limitation of liability contained in these or any other conventions or regulations. Therefore, where a carrier or service provider would not be obliged to make any reimbursement or payment to you under the applicable convention on conditions of carriage, JLA is similarly not obliged to make any payment to you. Copies of the international conventions and carrier's conditions of carriage are available from us upon request. EC regulation 261/2004 relates to all flights departing from the EU, or departing from outside the EU but with an EU carrier. It sets down rules governing compensation and assistance which must be provided to disrupted passengers and specifically covers cancelled flights, long delays, denied boarding and downgrades. Affected passengers should ask at the airport for details of their rights under the legislation; however, the legislation taxes the most agile of legal minds, and an airline check-in clerk cannot expected to offer, without guidance, a definitive view on your rights. It is possible that 261/2004 will be amended to make matters clearer. Air travel is also subject to operational decisions of government bodies, carriers and airports which may result in delays or diversions. Please note that transatlantic and Latin American carriers sometimes change the departure time of flights at short notice, and in some instances, schedules shown in the computers of transatlantic carriers differ from those actually flown by smaller local carriers. We advise you that it is your responsibility to be meticulous in locally reconfirming directly with the carrier operating the flight. JLA accepts no liability for the consequences of flights missed owing to the passenger's failure to reconfirm both the reservations and timings. Clients flying in economy class to long haul destinations should be aware that flights are often full; you may not be able to get seats together. We also recommend that you check in early for a long flight, and in any case, not less than two hours before scheduled departure time. Our brochures and website are the responsibility of the tour operator, and do not commit the airlines mentioned herein or any other airline used in the course of your travel arrangements.20. If you have a problem on holidayWe are committed to delivering the highest level of service at all times. If you have a complaint, please bring it to the attention of JLA's tour leader or local agents immediately to enable them to do their best to rectify the situation. It is sensible to expect a client travelling in Latin America to be reasonably resourceful if things go wrong; this does not mean spending limitless money and expecting us to pick up the tab, or doing nothing at the time, and writing a letter of complaint on return. If your local agent is a few minutes late in meeting your flight, give him a chance to put things right on the ground - this is far the best solution for you, for us and for our agent. If all else fails, call JLA in London on our 24-hour emergency line provided in your final documents. If you have a problem during your holiday, it is a condition of this contract that you communicate this to the supplier of the services (e.g. hotel) and to our tour leader or representative locally in Latin America, and put your complaint in writing. If you fail to follow this simple procedure, we will have been deprived of the opportunity to take remedial action whilst you are away. This may also affect the outcome of the complaint and your rights under this contract. If the problem remains unresolved please write to us within 28 days of your return to the UK with all the relevant information and quoting your booking reference number. Please keep your correspondence concise and to the point so as to assist us quickly to identify your concerns and respond accordingly. We will acknowledge and investigate, and reply in full as soon as possible. However, please allow for the fact that we have to deal with Latin America, and delays of several weeks are not altogether uncommon.We certainly hope that we can settle any complaints amicably. However, in the unlikely event that this proves not to be the case, any disputes related to your booking may be referred to arbitration under a special scheme devised by arrangement with ABTA, but administered independently by the Chartered Institute of Arbitrators; see www.abta.com An alternative scheme arranged through AITO is also available. Full details are available on request.21. Rooming-singles and triplesFor tailor-made itineraries it will be evident that many of the arrangements we offer may be undertaken by one person travelling alone. The tariffs for one person take into account the considerable extra cost of transfers, transport and excursions that would be met by a client travelling alone. This single-traveller rate is considerably higher than a single supplement-that is, the extra tariff for, say, each of three people travelling together to have a room to him or herself. These three friends would be sharing the cost of transport, and would only pay a supplement for the single rooms. Please note that it is often the case that the standard and location of single rooms or cabins is not always as good as that of a twin room. A triple room usually means the addition of a third foldaway bed and thus you may wish to consider booking two rooms for extra space and comfort.22. Rooming-superior ocean view?Some hotels and cruise ships use descriptive terms which don't give the whole picture. Superior might be the lowest category of room, and you might ask "Superior to what... sleeping in the corridor?" Similarly, ocean view might mean the waves lapping at your doorstep, or a distant glimpse of the sea through a canopy of foliage or simply a partial view. When we make reservations, we have to use the naming convention that the hotel adopts (however misleading), and cannot therefore take responsibility for the accuracy of the hotel's naming. For individual hotels themselves, Journey Latin America has 7 self-explanatory categories. These ratings are Journey Latin America's, based on our regular inspection visits. They may not be the same as the classifications the hotels claim for themselves.1) First class superiorFirst class service and a full-range of facilities but with an added feature, such as a special historical context or spectacular setting.2) First classVery comfortable, well-managed accommodation with a full range of facilities and/or excellent service, furnishings and fittings, and a good or convenient location.3) Tourist class superiorMedium class hotels with a good range of facilities including a restaurant serving dinner. Also included are hotels with a special historical context but where the limitation of a conversion may compromise space or comfort.4) Tourist classComfortable and clean accommodation with a reasonable range of facilities including breakfast room and private bathroom.5) Tourist classClean and comfortable no-frills establishments offering a down-to-earth approach to service. Rooms usually have private facilities, but provision for meals may be rudimentary or non-existent. They are frequently characterful, family-run establishments.6) Tourist classWhile usually clean and friendly, these hostels offer only basic facilities. They may be the only option in remote locations.7) Camping'Fully serviced camping' implies a cook and/or staff to undertake the practical tasks; sometimes porters to do most of the carrying. Tents and mats will be provided but sleeping bags may only be available at extra charge. Toilet and washing facilities are basic and open-air. Service should be good and at least one guide will speak reasonable English.23. Seasonality and maintenanceIn off-season, certain activities and hotel facilities, e.g. excursions, pools, restaurants, etc may not be available owing to weather conditions or lack of demand. Similarly, day-to-day maintenance may mean certain facilities are temporarily unavailable. Conversely, during busy periods hotels often experience full occupancy which may result in a livelier atmosphere and slower service in busy facilities. JLA can offer no refund or compensation in these circumstances.24. Baggage allowancesOn scheduled transatlantic flights we can only give general guidance on baggage allowances. Airlines frequently change their baggage allowances to passengers, and there are often inconsistencies in the way airlines handle or charge for excess weight or unusual baggage. Unusual baggage might include, but is not limited to: bicycles, surfboards, scuba equipment, golf clubs, or any bulky or unusually shaped items. JLA accepts no claims for refunds, compensation or contingent liability associated with any part of airlines' performance, delivery of service or baggage handling, or for excess baggage charges that may be applied. There are weight and dimensional restrictions as well as the number of pieces you may carry. Within Latin America, certain excursions and tours have baggage limits as low as 5kg per person. Arrangements can usually be made to leave the rest of your baggage in safe storage. Low baggage limits are indicated in the text. JLA can accept no claims for contingent liability associated with lost or delayed baggage. In addition, any assistance by JLA in relation to such claims to be pursued with an airline is provided on a goodwill basis and in our capacity as agent.25. Consumer protection, public liability and professional indemnityAir holidays and associated flights arranged by JLA are ATOL protected and we pay a levy to the CAA for every licensable passenger we book, since we hold an Air Travel Organiser's Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 2828. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.ukArrangements where no flights are included are protected by our ABTA bond. Our ABTA number is V2522. We also carry both public liability and professional indemnity insurance. You, the passenger, should beware of signing any documents (e.g. through any sub-organiser in Latin America) which absolves a local organiser from the results of its own negligence and reduces your common law rights, since this may invalidate your own travel insurance.Our nominated agents for the purposes of accepting proceedings in the Republic of Ireland are Beauchamps Solicitors, Dollard House, Wellington Quay, Dublin 2. Ref: MPKG/MK.26. CopyrightThe copyright of all written material, including maps and layouts, in brochures and on the website is held by Journey Latin America. The copyright for photographs is either retained by the photographer or held by Journey Latin America. No part of these publications or website may be reproduced, stored or introduced to a retrieval system or transmitted in any form or by any means without the prior written permission of the copyright owner.The information contained herein has been compiled with all reasonable care and is accurate to the best of our knowledge; some information may be subject to reasonably foreseeable changes during the life of brochure.
Journey Latin America12 & 13 Heathfield Terrace, Chiswick, London W4 4JEE email@example.comF 020 8742 1312T 020 8747 8315journeylatinamerica.co.ukThe AITO quality charterAITO is the Association for independent and specialist holiday companies. Our member companies, usually owner-managed, strive to create overseas holidays with high levels of professionalism and a shared concern for quality and personal service. The Association encourages the highest standards in all aspects of tour operating.Exclusive membershipAITO sets criteria regarding ownership, finance and quality which must be satisfied before new companies are admitted to membership. All members are required to adhere to a Code of Business Practice which encourages high operational standards and conduct.Financial securityAn AITO member is required to protect money paid by customers to the member for any holiday sold under the AITO logo. This protection applies to customers who are in the UK at the time of booking or to overseas customers who have booked directly with the member. Members have to comply with UK Government Regulations in this respect. Members submit details of their bonding or guarantee arrangements to the Association on a regular basis.Accurate brochures and websitesAll members do their utmost to ensure that all their brochures and other publications, print or electronic, clearly and accurately describe the holidays and services offered.Professional service and continual improvementsAll members are committed to high standards of service and believe in regular and thorough training of employees. Members continually seek to review and improve their holidays. They listen to their customers and always welcome suggestions for improving standards. Monitoring standardsAITO endeavours to monitor quality standards regularly. All customers should receive a post-holiday questionnaire the results of which are scrutinised by the Association.Sustainable tourismAll members acknowledge the importance of AITO's Sustainable Tourism guidelines, which recognise the social, economic and environmental responsibilities of tour operating. Those demonstrating their achievements beyond the pure acceptance of this principle are recognised by the star status, 5* being the maximum.Customer relationsAll members endeavour to deal swiftly and fairly with any issues their customers may raise. In the unlikely event that a dispute between an AITO member and a customer cannot be settled amicably, AITO's low-cost Independent Dispute Settlement Service may be called upon by either side to bring the matter to a speedy and acceptable conclusion.Journey Latin America is a member of the Association of Independent Tour Operators. To contact the Association visit www.aito.co.uk or call 020 8744 9280.The association of independent tour operators The quality alternativeConsumer protection - ImportantThe air holidays and flights in this brochure are ATOL Protected by the Civil Aviation Authority. Our ATOL number is ATOL 2828.Brochure design by Em-project.com 01892 614346Printed by Hawthornes, Nottingham 0115 9701421V25222828Escorted Small Group JourneysFamily Journeys