The Company's Commitment To You
- Your pilgrimage/holiday
We accept responsibility for ensuring that all component parts of the inclusive package you book with us are supplied to you as described in our publications and to a reasonable standard. - Price guarantee
Prices in our publications and website are valid at the time of going to press. In the event of government levies and/or substantial variation to the exchange rates and/or fuel costs on the basis of which your pilgrimage/holiday arrangements are costed, the actual price of your pilgrimage/holiday may be increased or decreased from that published by us, which we reserve the right to do. In this case we will advise you at the time of booking (or as soon as possible thereafter if the change occurs after your booking has been confirmed). We guarantee that our pilgrimage/holiday price will not be subject to fuel or currency surcharges within 21 days of your departure date and that even where fuel or currency surcharges are unavoidable we will absorb the first 2%. However your pilgrimage/holiday price is subject to increase at any time before departure in the event of a government levy or tax increase. - Confirming your reservation
On receipt of your signed booking form and deposit, we will confirm your reservation subject to availability* and forward our confirmation, which is also our invoice detailing the total price of your pilgrimage/holiday and the balance due. (*If your chosen pilgrimage/holiday or any part of it is not available, we will offer the nearest alternative.) We reserve the right to refuse to accept any booking form or other application we receive. - If we change your booking
We plan the arrangements for our pilgrimages/holidays many months in advance and, although it is unlikely that we shall make any changes, we nevertheless reserve the right to do so. Most changes are of a minor nature and we will inform you as soon as possible before your departure. However major changes may occasionally be necessary altering, for example, your UK departure airport, accommodation to that of a lower category or your flight time by more than 12 hours. In all cases of change you have a choice to either:-
a) accept the changed arrangements as notified to you; or
b) purchase another available pilgrimage/holiday at brochure price (see note 3); or
c) cancel your pilgrimage/holiday and receive a full refund.
If a major change is made within 8 weeks of departure and after you have paid the full cost of your pilgrimage/holiday, we will also pay you compensation per person as follows, based on the date on which we notify you of the change:
Over 62 days before scheduled departure date........Nil
32-62 days......... £10
15-31 days .........£20
0-14 days.......... £30Compensation will not be paid where the change is either:-
i) caused by force majeure (see note 9); or
ii) because the minimum number of persons, on the basis of whom your pilgrimage/holiday is costed, fail to make bookings and the Company notifies you in writing 31 days before your intended date of departure. - If we cancel your booking
We reserve the right in any circumstances to cancel your booking, but if this happens, we will notify you as early as possible. UNLESS the cancellation is caused by force majeure (see note 9), you will be entitled to either receive a full refund of all monies paid by you or book any other pilgrimage/holiday we have available (where the cost is less you will be credited with the difference, but where the cost is more you will be expected to pay the additional cost). In addition, in both cases you will be entitled to receive compensation in accordance with the scale shown in note 5, EXCEPT where the cancellation is due to either of the reasons indicated in notes 5 (i)and 5 (ii). - If we receive a written complaint from you after your pilgrimage/holiday
We give due and careful consideration to any complaints we receive and try to reach a settlement which is fair to both you and the Company. The Company will only accept liability if you can prove that the breach of contract or damage was caused by the omission/s or negligence (ie. failure to perform or improper performance of the service/s in question) of the Company, its employees, agents, suppliers or contractors. Liability in respect of service/s governed by international convention, eg. air or sea carriers, is limited in accordance with the applicable international convention/s. Liability will not be accepted for breach of contract or damage caused by your own fault; by a third party unconnected with the provision of the pilgrimage/holiday you book with us; or by force majeure or any other event or unforeseeable and unusual circumstance beyond the control of the Company, its employees, agents, suppliers or contractors, which could not be foreseen or forestalled or have been avoided, even with the exercise of all due care and diligence. In return for our acceptance of liability as stated here, as a condition of our contract you must comply with the procedure described in note 15. In the unlikely event that a claim cannot be resolved amicably between us, the matter can, if you so wish, be referred to arbitration. - Consumer protection
THE AIR HOLIDAYS AND FLIGHTS we operate are ATOL-Protected, since we hold an Air Travel Organiser's Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 0138. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and it 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.uk
THE COACH HOLIDAYS we operate are protected in a similar way by *International Passenger Protection insurance (*this has no connection with the CAA's ATOL scheme).
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- Force majeure
The circumstances known as force majeure are unforeseeable and unusual circumstances beyond the control of the Company or its employees, agents, suppliers or contractors, the consequences of which could not have been avoided, even with the exercise of all due care. Force majeure will include technical or maintenance problems with transport, changes imposed by re-scheduling or cancellation of flights by an airline, closure or congestion of airports or ports, war or threat of war, terrorist activity, riots, civil strife, industrial disputes, natural and nuclear disasters, fire, epidemic or health risk, bad weather and similar events beyond our control. We will not pay compensation for any changes, damage or breach of contract which arise as a result of force majeure.
Your commitment to Mancunia Travel Ltd
- To make your reservation
In order to make a firm booking you must sign a Mancunia booking form, thereby accepting these booking conditions, and forward it to the Company with the appropriate payment (see note 12) and, if applicable, medical note/s stating fitness to travel at the time of booking as required to validate the insurance policy. - Your contract
Your contract with the Company becomes legally binding upon our receiving your signed booking form. The contract incorporating these booking conditions is governed by English Law and both you and the Company submit to the exclusive jurisdiction of the English Courts. (Claims for which the Company is not liable - see note 7 - are governed by the Law of and subject to the jurisdiction of the Courts of the host country concerned.) - Paying for your pilgrimage/holiday
The appropriate *deposit and insurance premium per person must be forwarded to the Company with your signed booking form. (*If you make a firm booking within 8 weeks of your departure date, you must pay the full pilgrimage/holiday cost at the time of booking.) Payment of the balance will be due by the date shown on our invoice and not less than 8 weeks before departure. If you do not pay in full 8 weeks before departure, we reserve the right to cancel your booking and cancellation fees as per note 14 will apply.
PAYMENTS BY CREDIT CARD ARE SUBJECT TO A 2% HANDLING CHARGE. - If you change your booking
You may lose any CONCESSIONS originally allowed.
If you wish to change the name of any passengers on the booking, this constitutes a cancellation and replacement booking. Cancellation fees as per note 14 will apply to the person/s no longer travelling and the new passenger/s must pay the requisite deposit, insurance premium and (if within 8 weeks of departure) balance of the tour price.
Please note if you are booked on a “no frill” operator then a change of name or departure date may also incur an increase in the price of the flight and therefore any such increase will be passed on to you.
If you wish at any time to change any other detail of the pilgrimage/holiday booked (eg. departure date, duration, hotel, etc), we will make every effort to comply and, if successful, will charge an administration fee of £10 per person plus any applicable costs levied by our suppliers. If you wish to make any such changes 62 or less days before your original departure date, we reserve the right, under certain circumstances, to levy cancellation fees as per note 14. If the change alters the dates of outward and/or homeward travel, a new insurance premium is required for all persons to whom the change applies. If we are unable to effect the changes you request and you cancel the booking, cancellation fees as per note 14 will apply.
- If you cancel your booking
If you or any member of your party wish to cancel your booking or part of it after it has been confirmed, you must notify us at once in writing. We will ONLY effect cancellation on receipt of written notice. A cancellation fee - payable by the signatory of your booking form immediately and without further demand - will be levied with effect from the date we receive written notice, in accordance with the scale below, as a percentage of the total pilgrimage/holiday price excluding insurance premium and Insurance Premium Tax, plus (if applicable) any additional costs levied by our suppliers:
Over 62 days before departure date..................Deposit
32-62 days........................25%
or the deposit if greater
15-31 days........................50%
8-14 days........................90%
0-7 days........................100%
We strongly recommend our full insurance protection which will, in most cases, under certain circumstances, cover against loss of deposit or cancellation fees.
- If You have a Complaint
We try our utmost to ensure that your pilgrimage/holiday is as enjoyable and stress-free as possible, but if you should have any cause for complaint, this must be brought IMMEDIATELY to the attention of our representative or agent and IN WRITING to the supplier (eg. *hotelier, coach operator, airline, etc), as most matters of this kind can usually be amicably settled on the spot. (*The main Lourdes hotels listed in the current Mancunia pilgrimage brochure hold a 'Complaints/Appreciation Book' for this purpose.) Every effort will be made to resolve the matter at once, but if this proves impossible, a formal written complaint must be forwarded to the Company to arrive within 14 days of your return from your pilgrimage/holiday. We may require a form to be completed outlining your complaint. We cannot accept liability in either or both the following cases for any complaint or claim:-
(i) which we receive after the date specified above;
(ii) which has not been reported AT ONCE during the pilgrimage/holiday both to our representative or agent and IN WRITING to the supplier.
Claims for compensation under EU Regulation 261/2004 in the event of long delay or cancellation of flights or denied boarding must be submitted in writing by the passenger direct to the airline. If the matter is not resolved to the passenger's satisfaction, he/she may pursue it with the Air Transport Users' Council.
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