Terms & Conditions

Emirates Holidays Booking Conditions

 

1. The Contract

 

1.1  In these Conditions, "the Company", "we" or "us" means Emirates Holidays, a division of Emirates, whose principal office is at Emirates Group Headquarters Building, PO Box 686, Dubai, United Arab Emirates.

 

1.2  The Booking Form, these Conditions, the brochures (if any) of which the Booking Form forms a part, information on our website and any acceptance of a booking by the Company form the sole basis of the contract between you and us. Your contract is governed exclusively by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, and the Dubai Courts shall have exclusive jurisdiction to determine any dispute or claim that arises out of or in connection with the contract.

 

1.3  These Booking Conditions apply equally to you and to all persons named in your booking. When you make your booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these Booking Conditions.

 

2. How to Book

2.1  A booking  can be made at Emirates Holidays sales outlets and call centres, or through your travel agent and must be accompanied when appropriate by the required deposit or full payment.

 

2.2  A booking is accepted by us only if and when we issue confirmation of acceptance of the booking and availability of the relevant accommodation, flights and other facilities. Once full payment has been made for an accepted booking, we will issue you with your Emirates Holidays travel documents including your flight ticket and service vouchers for land services.

 

2.3  It is important to check your Emirates Holidays travel documents to make sure that all the details are exactly as you requested.  In the event of any discrepancy, please contact us or your Travel Agent immediately as it may not be possible to make changes later. 

 

2.4  Where you make a booking directly with us, communications from us will be sent to  the email address you provided at the time of booking. Where a booking is made through a Travel Agent, communications with us must be via the Travel Agent. 

 

2.5  When a booking is made through a Travel Agent, all monies paid by you to the Travel Agent are held by the Travel Agent as your agent,  until such time as we have accepted your booking and thereafter the monies are held by the Travel Agent as our agent.

 

2.6  The person who signs the Booking Form or pays for the booking must be at least 21 years old.

 

 

3. Payment

 

3.1  In order to confirm your chosen arrangements, the following payment policies apply:

 

(a) Destination Dubai (city hotels)

Days prior to departure

Amount due

16 days or more

USD50

8 to 15 days

50% of holiday cost

Less than 7 days

Full or balance payment required

 

(b) All other destinations including Dubai beach hotels

Days prior to departure

Amount due

30 days or more

15% of holiday cost or USD200, whichever is higher

15 to 29 days

50% of holiday cost

Less than 14 days

Full or balance payment required

 

3.2  Special payment conditions may apply during peak periods (public holidays, exhibitions and special events, Eid holidays, Christmas and New Year, etc). You will be advised of these at the time of booking.

 

3.3  If, for any reason, a booking is not accepted by us, all monies you have paid to us for that booking will be refunded and we shall not have any further liability to you.

 

3.4  If you are unable to pay your final balance by the due date, we reserve the right to treat your booking as cancelled by you, in which case the cancellation conditions as set out in clause 5.1 will apply.

 

3.5  Payments can be made by cash, cheque, debit or credit card. Payments made by debit or credit card may incur surcharges.

 

3.6  Refund claims should be requested within 30 days of completion of the trip. Processing time: 14 working days. Refunds for credit card payment or large cash refunds may take up to 45 days. Please check with your bank. Refund administration fee: USD100 per booking.

   

4. The Price

 

4.1  We reserve the right to alter the prices of any of the holidays shown on our website, in our brochures and other literature. 

 

4.2  Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any supplements, upgrades or additional facilities which you have requested.

 

4.3  The price of any holiday booked includes only the items specified in the Booking Form. Unless otherwise specified, it does not include items of a personal nature including, but not limited to, travel insurance, airport transfers, meals, optional excursions, passport, visas, cots and food for infants, laundry, room service and hotel extras (including early/late check-in/check-out fees), hotel car parking (where applicable), gratuities or taxes.

 

 

5. Changes or Cancellations

 

5.1 By You

 

Changes

5.1.1  If, after your contract with us has come into existence, you wish to change your travel arrangements in any way, we will endeavour to accommodate these changes but it may not always be possible to do so.  All amendments are subject to availability. 

5.1.2  Any request for changes to be made must be made in writing from the lead person  on the booking or your Travel Agent.  You will be asked to pay an administration fee of USD25 per booking. You will also be required to pay any increase to the cost of your holiday as a result of your amendment.

5.1.3  Any change to a confirmed booking requested less than 14 days before departure will be treated as a cancellation of your original booking and cancellation charges as detailed in clause 5.1.9 below will apply. 

5.1.4  Certain travel arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

 

Cancellation

5.1.5  You, or any of your party, may cancel your travel arrangements at any time.  Written notification from the lead person on the booking or your Travel Agent must be received at our offices. Cancellation will take effect on the date we receive such written notice.

5.1.6  Since we incur administration costs in cancelling your travel arrangements you will be required to pay the applicable cancellation charge up to the maximum shown in the table in clause 5.1.9 below.

5.1.7  Certain travel arrangements may not be cancelled after they have been confirmed and any cancellation could incur a cancellation charge of up to 100% of that part of the arrangements. 

5.1.8  If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurer.  

5.1.9  The following cancellation charges apply for cancellation of services:

 

(a) Destination Dubai (city hotels)

Days prior to check-in at hotel

Amount payable

Until 3 days

USD50 per booking plus applicable penalties related to the airline tickets

2 days and less and/or no-show

100% charges. No refund is applicable

 

(b) All other destinations including Dubai beach hotels

Days prior to check-in at hotel

Amount payable

Until 30 days

USD100 per booking plus applicable penalties related to the airline tickets

15 to 29 days

10% charges plus applicable penalties related to the airline tickets

8 to 14 days

25% charges plus applicable penalties related to the airline tickets

3 to 7 days

50% charges plus applicable penalties related to the airline tickets

2 days and less and/or no-show

100% charges. No refund is applicable

 

5.1.10  Separate cancellation charges may be applicable for certain arrangements (e.g. train journeys, cruises, safaris) and during peak periods (e.g. public holidays, exhibitions and special events, Eid holidays, Christmas and New Year). You will be advised of these at the time of reservation.

 

5.1.11  Charges for amendments or cancellations are calculated from the date we receive your request or notification.

 

5.2   By Us

 

Changes or cancellation

 

5.2.1  It is unlikely that we will need to make any alteration to your travel arrangements but sometimes circumstances change and alterations have to be made. We reserve the right to change your booking at any time.

 

5.2.2  If we make a major change we will advise the lead person on the booking or your Travel Agent as soon as reasonably possible.  A major change is one that we make to your booking before your departure that affects an essential term of your contract.  Examples of a major change include (but are not limited to) changes by us to:

 

(a) your departure airport,

(b) your destination area for the whole or major part of your holiday,

(c) a change of accommodation to that of a lower official classification for the whole or a major part of your holiday,

(d) a change of outward departure time or overall length of your holiday of twelve or more hours. 

 

5.2.3  If we make a major change we will offer you the choice of the following options:

 

(a) accepting the changed arrangements; or

(b) accepting substitute arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value); or

(c)cancelling your booking and receiving a full refund of all monies paid to us for the booking.

 

5.2.4  You must tell us which one of the above choices you wish to make within 7 days of being informed of the major change we are making, or as soon as reasonably practicable if your departure is less than 7 days from the date you receive notification. If we do not receive notification from you about your choice you are deemed to have accepted the option specified in 5.2.3(a).

 

5.2.5  We shall not be liable for any changes to or cancellation of a holiday due to events beyond our control. Examples of events beyond our control include, but are not limited to war or threat of war, riot or civil disturbance, political unrest, terrorist activity or threatened terrorist activity, industrial disputes or threatened industrial disputes, strikes, fire, floods and other natural disasters, nuclear disasters, adverse weather conditions, acts of God, acts of government, closure of airports, failure of a carrier, a hotelier or other person to operate services for any reason.

 

6. Our Liability To You

 

6.1  Our obligation is to take reasonable skill and care in the performance of our contractual obligations, subject to and in accordance with these Booking Conditions.

 

6.2  The Company is not itself a provider of accommodation, ground services, tours or other activities nor does it control the third parties who provide such services in connection with your holiday

 

6.3  We do not accept liability for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever which results from (i) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or (ii) the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable; or (iii) events beyond our control (as defined in clause 5.2.5.

 

6.4  Except in the cases of death or injury, our liability is limited to a maximum of the booking price attributable to the person affected.  This maximum applies where you prove that no benefit or enjoyment has been obtained.  In all other circumstances, we agree to pay compensation that is reasonable and proportionate for the reduction in value of your booking and any loss of enjoyment you prove subject to the above maximum. 

 

6.5  Where properties are not featured in our brochures or other literature or on our website, we will not be liable for any claims that such properties booked at your express request do not satisfy your expectations.

 

6.6  Your booking may be serviced by carriers, providers of accommodation, car rental companies, catering and other parties who have their own booking conditions of carriage and business and over whom we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Such booking conditions are available from us upon request.

 

6.7  Air, sea, rail and road transport is subject to various International Conventions that limit the liability of the carriers. International Conventions which may apply include, without limitation: in respect of international air travel, the Warsaw Convention 1929 (as amended) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and in respect of hotels, the Paris Convention 1962. The carriage by air of passengers and their baggage is in addition subject to the Conditions of Carriage of the carrier concerned. With respect to Emirates flights, please refer to the Conditions of Carriage for Passengers and Baggage, available on www.emirates.com 

 

6.8  Save as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss or damage.

 

7. Your Responsibilities

 

7.1  You must ensure that you and all members of your party have valid passports, visas, certificates of vaccination and any other documents required to enter any country you are visiting, including transit stops, prior to your departure.  We cannot accept responsibility for any failure to comply resulting in any costs or fines being incurred and we advise you to check with the appropriate passport office(s) or consulate(s) in question if you have any queries.

 

7.2   For your own protection, we strongly recommend that you and all members of your party have comprehensive travel and medical insurance for the full period of your holiday.  It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. 

 

7.3  If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, your behaviour or the behaviour of any member of your party is disruptive, threatening or abusive, causes unnecessary inconvenience or is causing or likely to cause danger, damage, distress or upset, disturbance or annoyance to others or others' property, we may terminate your travel arrangements without any liability on our part.  No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

 

7.4  It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertaken.

 

 

8. Complaints

 

8.1  We are committed to offering our valued customers the highest standard of product and consistent service delivery.  Should you have a complaint, kindly inform the local Emirates Holidays representative or the accommodation management immediately.  If the problem is not resolved to your satisfaction any further complaint should be made to us, no later than 30 days after your return from holiday, in writing: Customer Relations, Emirates Holidays, P. O. Box 7631, Dubai, United Arab Emirates or by email: ekhcustomerrelations@emirates.com     Please provide as much information as possible, including your Emirates Holidays booking reference and holiday dates where applicable.

 

8.2  If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint during your holiday and this may affect your rights under this contract.

 

 

9. Feedback

 

9.1  We value your feedback. If you would like to share feedback with us about your holiday experience, you can do so by post or email. Please provide as much information as possible, including your Emirates Holidays booking reference and holiday dates where applicable.

You can write to us at Customer Relations, Emirates Holidays, P. O. Box 7631, Dubai, United Arab Emirates or e-mail us at ekhcustomerrelations@emirates.com.

 

 

 

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