PACKAGE HOLIDAY TERMS & CONDITIONS “Consumer” means you, the person who buys or agrees to buy the holiday or any person on whose behalf you agree to purchase the holiday and who is listed on the Confirmation Invoice or any other person to whom you transfer a holiday which you have bought. “Organiser” means OROKO Ireland Limited, having its registered office at 7 Terminus Mills, Dublin 6, [CRO Number:, TA Number: .
The terms of this contract are contained solely in these Booking Terms and Conditions; our Confirmation Invoice, our brochure, website or other descriptive material, any airline or sailing ticket issued, and the terms and conditions of any third party suppliers. Copies of the relevant parts of such terms and conditions are available on request. No contract shall arise until the Organiser has (i) received a deposit or full payment for the holiday; and (ii) has issued written confirmation of its acceptance to the Retailer as the agent of the Organiser or to the Consumer. By asking us to process your booking, you are accepting these terms and conditions contained herein. Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available.
2 PERSONS WITH SPECIAL NEEDS
It shall be the Consumer’s responsibility to disclose, prior to booking, to the Organiser any physical or mental condition of a member of his party which may be relevant. Consumers are required to complete and return the Organiser’s Special Needs form detailing any special requirements which they may have as a consequence of any physical or mental condition. The Organiser reserves the right to decline to provide a holiday for a person with special needs, where in the Organiser’s opinion that holiday would be inconsistent with the special needs of that person.
3 PAYMENT AND CANCELATION POLICIES
Deposits: We require an initial non-refundable deposit, normally 25% of the total cost of the holiday. In some instances, depending on the travel arrangements you have booked, full payment may be required at the time of booking.
IMPORTANT: Please note that airfares, fuel surcharges and taxes are subject to increase until full payment is received and tickets issued. It is therefore to your advantage to make full payment as soon as you can after booking
Cancellation Policy: If you do not pay for the package in full at least ten weeks before the scheduled date of departure we shall have the option of cancelling the holiday or if you notify us in writing that you wish to cancel the holiday certain, specific charges are payable by you the Consumer in both cases. These charges apply to the total cost of the package as follows:
Minimum Cancellation Charges
Up to balance due date: Deposit only
Balance due date-45 days before departure: 50% non-refundable
44-29 days before departure: 70% non-refundable
28-15 days before departure: 90% no-refundable
Within 14 days: 100% non-refundable
Cancellation for Non-Payment: If the holiday is not paid for by the due date, the Organiser shall have the right to cancel the holiday. If the Organiser, at the request of the Consumer or Retailer, agrees to delay cancellation of the holiday, then if the Organiser subsequently cancels for non- payment, the cancellation charges set out above shall apply and be payable by the Consumer.
Instant Purchase/Ticketed Flights: Cancellation of holidays involving instant purchase/ticketed flights once tickets have been issued will incur the above charges together with additional charges which may be levied by the airline, which in some cases can be up to 100% of the cost of the airfare. It is not possible to inform you of the ticketing deadline at the time of booking. You will be informed at the time of such charges at the time of cancellation.
Cruises, coach tours: 56 days or more before departure as above plus cancellation charges required by 3rd party supplier 55–0 days before departure- 100% cancellation of all external elements plus applicable charges as outlined above. Cancellation of holidays involving tickets flights or any of the above elements will incur further cancellation charges, these charges will vary depending on the 3rd party supplier.
If a booking needs to be cancelled, written notice must be given by the person who is not travelling. Please note all flight cancellations must be notified in writing to the Organiser prior to the day of departure. Cancellation of your booking must be notified to the Organiser in writing by the payee. Notice of your cancellation is effective from receipt of post or email at our office. Due to the diverse nature and multiple components of bookings, conditions for each booking vary.
IMPORTANT: Cancellation charges highlighted above are a minimum. Cancellation charges will always increase as departure date approaches and you should contact us as soon as possible if you have decided to cancel. Where higher cancellation charges than the minimum specified above apply to your booking, we will highlight that to you at the time of your full payment.
Refunds: Should you need to cancel your travel arrangements, we will endeavor to process your refund as swiftly as possible. Please note suppliers operate differing cancellation and refund policies. Airline refunds usually take 8 – 12 weeks but in isolated cases may take longer. We will issue all refunds as swiftly as possible but can only fully calculate and issue the appropriate refund for your entire travel itinerary once the refund is confirmed and received from the issuing airline and other suppliers. We will then forward it to you less any cancellation or administration charge. Please note most e-tickets are non-refundable if part used. Refunds will be processed via the original method of payment, except for cash transactions where refunds will be provided by cheque. E-tickets expire one year from the date of issue and at this point have no refund value at all.
Please be aware that it is your responsibility to advise us if you do not wish to travel on any flight sectors booked as part of your overall trip. Failure to do so can result in the cancellation of onward flights and may require the purchase of new tickets to continue with flights on your planned route.
If you or any member of your party are prevented from proceeding you may transfer the booking to a person who satisfies all the conditions required to be satisfied by a person who takes the package provided you give a reasonable notice to us and pay our standard substitution/ transfer fee of €100 per person. It should be noted that on a transfer both the person who transfers and the transferee become jointly and severally responsible for the full cost of the holiday.
In accordance with the provisions of Clause 1 of these Terms and Conditions, you should be aware that some suppliers, such as carriers, impose cancellation fees and apply restrictions which are not within the control of the Organiser and for which the Organiser shall not be held liable. We will notify you of these as may be appropriate.
6 ALTERATION BY THE CONSUMER
If you the consumer merely wish to alter the package after acceptance, we will make every attempt to facilitate you. Any request for a change must be made in writing and accompanied by a payment of €75 per individual amendment (for a maximum of 2 passengers) and €50 per additional passenger thereafter (an administration non-refundable fee). If we are able to make the appropriate adjustments on the holiday, we will make the appropriate price adjustments on the price of the holiday, by either refunding you the difference between the original price and the revised price or requesting payment of an increased amount. Once travel has commenced, no changes or alterations may be made by the Consumer and no refunds shall be made by the Consumer and no refunds shall be made in respect of flights or other travel arrangements, which are not availed of. Alteration by the Consumer (for Cruise Holidays) If you the Consumer, wish to alter the package after acceptance, we will make every attempt to facilitate you. For all changes an amendment fee of €100 per person per booking will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the ticket. If you request a change within 56 days of departure, this will be treated as a cancellation of your original booking and cancellation charges as set out in these terms and conditions will be payable. The changed arrangements will then be treated as a new booking.
7 SPECIAL REQUESTS & STATUS
Special requests (e.g ground floor accommodation, sea view etc.) shall be communicated by the Consumer in writing to the Organiser or Retailer at the time of making the booking. The Organiser shall use reasonable endeavours to fulfil such requests. The granting of such requests is the sole responsibility of the property manager. No liability shall attach to the Organiser for failure to comply with a special request and such requests do not form part of the contract.
Status: CONFIRMED means the airline, hotel, vehicle rental or tour operator has accepted your reservation from the Organiser, subject to the usual reservation conditions. REQUEST means your arrangements have been requested although not yet confirmed. WAITLIST means that your flight, hotel or tour arrangements are currently full and your name has been placed on a waiting list. CANCELLED means your flight, hotel, vehicle rental or tour arrangements are cancelled. UNABLE means the airline, hotel or tour operator cannot meet your request.
8 ALTERATIONS AND CANCELLATIONS BY THE ORGANISER (a) Without prejudice to the Consumer’s statutory rights, the Organiser reserves the right to alter, change, curtail or cancel a holiday.
(b) If as consequence of “force majeure” (as defined in subparagraph (f) of this clause), the Organiser is obliged to curtail, alter, extend or cancel a holiday, the Consumer shall not be at liberty to maintain a claim for compensation or otherwise for any loss arising as a consequence of the said curtailment, alteration, extension or cancellation of the holiday.
(c) A minimum number of booking’s are required for a programme of holidays. The Organiser’s obligation to provide that programme shall be contingent upon the Organiser receiving and maintaining that minimum number of bookings. In the event that the Organiser does not receive the minimum number of bookings or having received such minimum number has that number reduced by reason of cancellations or transfers by the Consumers or the relevant programme at any time up to 4 weeks prior to the departure date and the Consumer shall not be entitled to make a claim for loss arising as a consequence of curtailment or cancellation in these circumstances. The Organiser shall notify the Consumer within seven days of any cancellation or curtailment necessitated by the foregoing circumstances.
(d)(i) If prior to the departure date there is a cancellation, alteration, change or curtailment relating to a holiday, which results in more than 18 hours change in the time of departure or return, or in a change of resort, or in the type of accommodation offered, or some other change which fundamentally alters the holiday. The Consumer shall be entitled to withdraw from the contract without penalty or to accept the alteration to the contract. the
(ii) The Consumer shall inform the Organiser or the Retailer (as appropriate, in the light of the Organiser’s instructions) of his decision to accept the alteration to the contact or to withdraw from the contract in writing within 7 days from the date upon which the Consumer was notified of a circumstance failing within
Clause 8(d)(i) above. Where the Consumer confirms acceptance of the alteration to the contract between the Organiser and the Consumer shall thereby be amended to include such alteration.
(iii) Where the Consumer withdraws from the contract pursuant to Clause 8(d)(i) or where the Organiser, for any reason other than the fault of the Consumer cancels the package prior to departure the Consumer is entitled (a) to take a replacement package or equivalent or superior quality if the Organiser (whether directly of through a Retailer) is able to offer such a replacement, as may be offered by the Organiser: or (b) to take a package of lower quality if the Organiser is able to offer such a replacement and to recover from the Organiser, the difference in price between that of the package purchased and the replacement package as may be offered by the Organiser: or (c) to have repaid as soon as possible all the monies paid under the contract.
(iv) In the event that the offer of an alternative holiday is
not accepted by the Consumer, in writing, within such time as shall be determined by the Organiser from the date of the offer of the alternative holiday the Organiser shall assume that the Consumer has declined such offer and the Consumer shall only be entitled to return of payments made. (e) Further, where the Organiser cancels, alters, changes or curtails the holiday as contemplated in clause 8(d)(i) the Consumer shall be entitled to receive compensation in accordance with the scale set out in this sub-paragraph:- No compensation shall be payable where the alteration is for the reasons referred to in clause 8(b) or 8(c) or where the Consumer accepts the alteration as provided for in clause 8(d) In the event that the offer of an alternative holiday is not accepted by the Consumer, in writing, within such time as shall be determined by the Organiser from the date of the offer of the alternative holiday the Organiser shall assume that the Consumer has declined such offer and the Consumer shall only be entitled to return of payments made.
(e) Further, where the Organiser cancels, alters, changes or curtails the holiday as contemplated in clause 8(d)(i) the Consumer shall be entitled to receive compensation in accordance with the scale set out in this subparagraph:- No compensation shall be payable where the alteration is for the reasons referred to in clause 8(b) or 8(c) or where the Consumer accepts the alteration as provided for in clause 8(d)(i)
|Notification Period Prior to Departure Date||Compensation per person:|
|Within 8 weeks||€10.00|
|Within 6 weeks||€20.00|
|Within 4 weeks||€25.00|
|Within 2 weeks||€30.00|
(f) In this booking form, the term, “force majeure” means unusual or unforeseeable circumstances beyond the control of the Organiser, the Retailer or other suppliers of services, the consequences of which could not have been avoided even if all due care had been exercised or an event which the Organiser, the Retailer or supplier of services even with all due care could not foresee or forestall, including Acts of God, natural disasters, adverse weather conditions, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, riots, acts or war, civil commotion, exercise of legislative, municipal, military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service supplier connected with a holiday, fraud perpetrated against the Organiser or any other reason beyond the control of the Organiser.
9 INSURANCE , THE CONSUMER’S ATTENTION IS DRAWN TO THE EXCLUSION CLAUSES & EXCESSES IN THE INSURANCE POLICY ARRANGED BY THE ORGANISER
It is a condition of this contract that the Consumer is covered either by the travel insurance scheme arranged by the Organiser or covered by another travel insurance scheme which furnishes the Consumer with at least the same level of cover as that afforded by the travel scheme arranged by the Organiser.
It is the responsibility of the Consumer to check that the insurance scheme provides the Consumer with his desired level of cover. In so arranging insurance cover for the Consumer the Organiser is acting as the agent of the relevant insurer and shall not be responsible to the Consumer for any default by the insurer under that policy. All claims made against the insurance policy shall be made directly to the insurer. The Consumer shall be responsible for making any special or increased insurance arrangements which he deems necessary.
10 PRICE VARIATIONS
All prices quoted are stated in Euro and are based on tariffs and exchange rates current and appropriate at the time of publication. If any of these vary the cost of the holiday may increase or decrease accordingly. Any such increase/decrease must be paid by or refunded to the Consumer. During the period of twenty days prior to departure date, the price specified in the contract shall not be increased by the Organiser. The circumstances in which the price may be varied shall only be to allow for changes in: (a) transport cost, including the cost of fuel (b) dues, taxes or fees chargeable for services such as landing taxes or (c) embarkation or disembarkation fees at ports and airports.
11 YOU THE CONSUMER
You must check all travel documentation immediately it is furnished to you. If it is incorrect or you have a query you must notify us. If you have any other queries or complaints in relation to the package you must immediately inform our representative at the location where the incident arises and if asked set out in writing details of your complaint. If it is not possible to do so whilst on location you must notify us of any complaint not later than twenty – eight days after your return.
It is your responsibility for ensuring that you and your party are at the port of departure in sufficient time to complete all embarkation requirements prior to departure. It is expected of you and your party that you will abide by all instructions and/or directions given by a member of our staff or other person in authority or any crew member of a carriers craft or vehicle used in connection with the package. We are only responsible for those matters with which we are connected. We are not responsible for your actions or for a third party’s action or inaction. It is also the sole responsibility of the Consumer to ensure that you are in possession of all travel documentation i.e. passports, visas (where relevant) and that same are in order.
The Consumer hereby agrees to indemnify the Organiser for any costs incurred by the Organiser as a consequence of the Consumer being denied transportation or entry as a consequence of the Consumer failing to have their travel documentation or same not being in order. The Organiser reserves the right to terminate the contract with the Consumer if the behaviour or conduct of the Consumer either prior to or during a holiday is likely to endanger the safety or well being of other Consumers in his company or that of the Consumer himself, the Organiser, or that of the Organiser’s representatives contractors, agents or employees and the cancellation charges as provided for in Clause 3 of this Booking Form are payable by the Consumer.
Further, where as a result of the Consumer’s actions or the actions of any other person who is listed on this Booking Form either or both of the following incidents occur: (i) there is a delay or diversion to the means of transportation the subject of this contract; (ii) the accommodation in which the Consumer is staying damaged; the Consumer hereby agrees to indemnify the Organiser against any claim (including legal costs) made against the Organiser in relation to the occurrence of such incidents.
Pursuant to Regulation EC261/04 airline passengers are granted rights including in certain circumstances the right to cancel their flight and receive reimbursement of the
cost of the flight from their airline. Full details of these rights will be publicised at EU airports and will also be available from affected airlines.
HOWEVER, YOU SHOULD NOTE THAT REIMBURSEMENT OF THE COST OF A FLIGHT THAT FORMS PART OF YOUR HOLIDAY IS THE RESPONSIBILITY OF YOUR HOLIDAY AIRLINE AND WILL NOT AUTOMATICALLY ENTITLE YOU TO REIMBURSEMENT OF THE COST OF
YOUR HOLIDAY FROM US.
12 LIMITATION OF LIABILITY
The Organiser shall not be liable for any damage caused to the Consumer by the failure to perform the contract or the improper performance of the contract where the failure or improper performance is due neither to any fault of the Organiser or Retailer acting on the Organiser’s behalf nor that of another supplier of services because: (a) the failure which occurs in the performance of the contract is attributable to the Consumer (b) such failures are attributable to a third party unconnected with the provision of the services contracted for, and are unforeseeable or unavoidable: or- (c) such failures are due to (i) unusual and unforeseeable circumstances beyond the control of the Organiser, the Retailer acting on his behalf or the supplier of the services, even with all due care could not foresee or forestall.
In the case of damage other than death or personal injury or damage caused by defamation or by the wilful misconduct or gross negligence of the Organiser the amount of compensation which will be paid the Consumer will be limited to, in the case of an adult an amount equal double the inclusive price of the holiday to the adult concerned and in the case of a minor an amount equal to the inclusive price of the holiday to the minor concerned. The Organisers liability will not exceed any limitation applicable under any international convention governing or relating to the provision of the service complained of in the place of where they are performed or due to be performed, even if that convention has not been ratified or applied in the Republic of Ireland.
For international transport by air the provisions of the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1995 and by any of the additional Montréal Protocol of 1975) or the Montréal Convention 1999 relating to the carriage of passengers and their luggage by air may apply, throughout the flight and during boarding and disembarkation. For international transport by water the provisions of the Athens Convention relating to the Carriage of Passengers and their luggage by sea, 1974 (and any amendment thereto) may apply. In respect of rail travel, the Berne Convention 1961, in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962 may apply.
For the avoidance of doubt, this means that the Organiser is to be regarded as having all benefits of any limitations of liability contained in any of these conventions or any other international conventions applicable to the Consumer’s holiday. This information notice summarises the liability rules applied by Community air carriers as required by
Community legislation and the Montréal Convention. Compensation in the case of death or injury There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 Special Drawing Rights (“SDRs”) (approximately €125,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately €19,300).
Passenger delays: In the case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRs (approximately €5,000).
Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately €1,200)
Destruction loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately €1,200). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is only liable only if at fault.
Higher limits for baggage: A passenger can benefit from a higher liability limit by making a special declaration at check-in and by paying a supplementary fee.
Complaints on baggage: If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to the checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed disposal.
Liability of contracting and actual carriers: If the air carrier actually performing the flight is not the same as the actual carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated that air carrier is the contracting air carrier.
Time Limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
Basis for the information: The basis for the rules described above is the Montréal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the member states). A copy of the conditions of carriage applicable to the holiday and the Convention referred to above, can be supplied on request-In the event of any liability on the part of the Organiser for injury, illness or death, no payment will be made unless the following conditions are complied with: (i) the Consumer must advise the Organiser in relation to the injury or illness while the Consumer is at the resort and must also write to the Organiser within three months of the completion of the holiday; (ii) the Consumer must transfer any rights that the Consumer has, in respect of such injury, illness or death against any person to the Organiser; (iii) the Consumer must co-operate fully with the Organiser to enable the Organiser or its insurers to enforce such rights.
In the case of sea travel the provisions of the Athens Convention 1974 (and any amendments thereto) relating to the carriage of passengers and their luggage by sea may apply. This Convention and the sea carriers conditions of carriage may continue to apply to you and your party throughout you stay on board the ship, and during boarding and disembarkation.
This Convention presumes that your baggage has been delivered undamaged unless you give full written details to the carrier (i) in the case of apparent damage before you disembark from the ship; or (ii) in the case of damage which is not apparent or loss within 15 days of disembarkation or from the time when the baggage should have been re-delivered to you.
13 GOVERNING LAW & JURISDICTION
Your contract with us shall be governed by and construed in accordance with the laws of Ireland and each of the parties hereby submits to the exclusive jurisdiction of the Courts of Ireland in regard to any matter arising from or touching upon this agreement.
You are strongly recommended to avail of the insurance arrangements, which have been put in place by us or comparable insurance cover. It is completely at your discretion whether you choose the insurance we offer or make your own arrangements. It is the responsibility of the Consumer to check that the insurance scheme provides the Consumer with his desired level of cover. In so arranging insurance cover of the Consumer we areis acting as the agent of the relevant insurer and shall not be responsible to the Consumer of any default by the insurer under that policy. All claims made against the insurance policy shall be made directly to the insurer. The Consumer shall be responsible for making any special or increased insurance arrangements which he deems necessary.
Your travel documents and confirmation of electronic tickets will be posted to the address provided, or emailed to the email address provided, at the time of booking.
16 Ticketing and Rerouting
As a general rule airline tickets cannot be rerouted or transferred to another airline. All flights must be used in sequence, as booked. Failure to do so may result in cancellation of all remaining sectors and restrict any possible refund. E-tickets are only valid for a maximum of one year. Any lesser periods of validity will be detailed on your booking confirmation.
17 Passport and Visa Requirements
Please ensure that you are fully aware of all passport and visa requirements and that you allow adequate time to obtain them. We recommend that you travel with a passport that has a minimum validity of 6 months after your planned date of return. This is an immigration requirement for many countries and airlines. Please check with your travel consultant if you will not have the recommended validity whilst travelling. Please also ensure there are sufficient blank pages to allow for any visas which may need to be obtained en route. Passports should be Machine Readable for travel to/via the USA. Please call us if you are unsure if your passport is Machine Readable. Visa requirements are only noted for those countries listed on your itinerary. If you intend visiting or transiting through other countries, please ensure you are fully aware of all relevant visa and passport requirements.
18 Airline Passenger Information
Please note that airlines are now required by laws introduced in the United States and other countries to give border control agencies access to passenger data. Accordingly, any information that the airline holds about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country on your itinerary. Please contact your travel consultant if you require further information.
19 Pre-Travel Advice
The Department of Foreign Affairs may have issued information about your holiday destination. You are advised to check this information, shortly before departure, with the Department of Foreign Affairs, Iveagh House, Stephens Green, Dublin 2, Tel 01 478 0822, or via the web at foreignaffairs.gov.ie
20 Health Requirements
Health facilities, hygiene and disease risks vary worldwide, you should obtain health advice on your specific needs as early as possible. It is your responsibility to ensure that you have fully complied with all health and immunisation requirements of the countries you may be visiting. Always seek professional medical advice.
21 Accuracy of name
It is your responsibility to check that the names and titles shown on your itinerary and booking confirmation match exactly with names and titles as they appear in the passports of the people who are travelling. You must contact us immediately to advise us of any discrepancies as you may be denied boarding on your flights. Correction charges will apply although you should note that some airlines will not allow corrections and will require us to rebook the flights, this may affect the price of your itinerary.
22 Changes and Amendments to Flight Schedules
Airlines from time to time alter the schedules of their flights, this may happen either before you depart or while you are travelling. We strongly recommend that you check your onward or return flight details at least 24 hours prior to departure
We will advise all mandatory pre-paid taxes. Countries may also charge departure taxes that can only be paid locally. It is therefore recommended that clients retain sufficient local currency to meet such charges. 24. Seat
Where an airline offers advance seat assignment we will endeavour to accommodate individual preferences. However, these preferences cannot be guaranteed even when confirmed and all airlines reserve the right to change or cancel seat allocations. Where an airline is in the process of improving, or refreshing a cabin service or has indicated a specific aircraft type it is not possible to guarantee the improved product or the aircraft type will be available on the day of travel. These factors are due in part to aircraft rotation, equipment servicing and other operational reasons.
25. Baggage Allowance
If you are unsure of the baggage allowance on the flights you have booked please contact your OROKO Travel Specialist or the relevant airline.
If you have a problem during your holiday, please inform the relevant airline, hotel, tour or vehicle rental company and our local representative immediately so that they can endeavour to put things right. If they cannot resolve the problem, you must contact us immediately by telephone or by email so that we are given an opportunity to help. We will not hold themselves responsible for the non-performance of an itinerary through causes beyond their control or when they are not notified of a problem at the point when remedial action can be taken. In the unlikely event that a complaint cannot be resolved at the time, you should write to us within 28 days of returning home, giving your original booking reference number and all other relevant information. If you fail to take any of these steps this will hinder our ability to put any problem right and/or investigate it fully and any right you may have to receive compensation will be reduced or completely invalidated.
27 Financial Protection
We are licensed to trade as Travel Agents by the Commission for Aviation Regulation, and as a licensing requirement, we have arranged a secured bond.
28 EMERGENCY CONTACT (365/24/7)
Calls may be recorded for accuracy and training purposes.
Emergency contacts will be detailed on itineraries at the time of booking.