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CTERMS & CONDITIONS ‘or non-scheduled), airline, aircraft type or the airport of destination, which will be used in conjunction with any flight included in your holiday. For this reason, flight timings and/or routing may not be shown on your confirmation invoice. Itinerary information be provided as soon as we are in a position to do so. We are unable to inform you of your flight timings and routings for bookings made more than 10 months before departure. The flight timings and airlines shown ‘on our invoice cannot be guaranteed and are subject to change. When this information is provided at the time of booking or subsequently, it is subject to change (including the substitution of non-scheduled flights for scheduled air services and/or re-routing of air travel due to scheduled air services being withdrawn or changed or being unavailable). Any such change will not entitle you to cancel or change to other arrangements without paying our normal amendment and/or cancellation charges. Whilst we endeavour to book the best connections between flights, your booked flight may not be the most direct route and may also involve stops en route to your final destination which may involve you disembarking from the aircraft or changing aircraft and/or airlines. A wait may be experienced at connecting airports. Please also note that for guests who are traveling together but booked on different booking numbers, we cannot guarantee that we will be able to book the same flight itinerary for all guests, as these are subject to availabilty. Special airfares and promotions ‘Some flights used in conjunction with our cruises may be based on special fares and may not be the most direct route. Any requested deviations to alternative airlines, routings and timings will incur additional charges. Special airfares may require immediate payment to qualify for the offer and non-refundable deposits may apply.. Flight Tickets The actual flight times will be those shown on our tickets, which will be dispatched to you approximately four weeks before departure. You must check your tickets carefully immediately upon receipt for confirmation for correct flight times. It is possible that flight times may be changed even after tickets have been dispatched — we will contact you as soon as possible if this occurs. Lost Flight Tickets If your tickets are lost or stolen prior to commencement of your holiday, please report the loss to us immediately. If your tickets become lost or stolen during the holiday (including your time spent at the airport) you must report this to the airline and the local police immediately (if you have booked your flights with us). Please note there will be a charge for the re-issue of your air tickets. You will be informed of these at the time of reporting the lost or stolen tickets, as the charges vary depending on the airline, Making changes to flights ‘Any amendments you make to your flight arrangements will be subject to availability and will incur an administration amendment charge of NZ$25 per person along with any additional costs and charge: Us or Imposed by the axiiie, es por your eifare rules at time of booking. If your tickets have been issued, standard airline cancellation penalties will also apply. In some cases, these could be the full cost of your ticket. Flight Delays In the event of a flight delay, the airline concerned may provide refreshments, and if necessary, overnight accommodation depending on the expected length of the delay, the time of day and the airport in question. This is entirely the discretion of the airline. Where you have booked a Fly/Cruise holiday we cannot accept any liability for any delay, which is due to any of the reasons set out in clause 40 of these Information, Terms and Conditions (which includes the behaviour of any passenger on the flight, for example fails to check in or board on time). Please note, if your flight is cancelled or delayed, your flight ticket is downgraded or boarding denied by your airline in circumstances which would entitle you to claim compensation against the airline, you must pursue the airline for the compensation due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements even when those arrangements have been made in conjunction with your flight. We have no liability to make any payment (as dealt with above) not covered by the airlines obligations under the Denied Boarding Regulations. If, for any reason, you do not claim against the airline and make a claim for 104 compensation from us, you must at the time of payment ‘of any compensation to you by us, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. Flight Interruption & Downline Support Guests purchasing tickets through our Air/Sea Department will receive assistance on travel days, should there be a disruption to their scheduled airline service. Guests should first check with the airline to request re-accommodation, and then call us if the new flights will not enable the guest to meet the ship. We will work with the guest to find a seat on the next available flight, on a regularly scheduled airline, and in the same class of service to the ship. If there are no viable options, we will work with our airline partners to accommodate the guest on a flight to the next port, where a guest may legally join the ship. A downline fee may be incurred as per Section 7. Airline booking class and seat allocations Unless you book and pay for an upgrade, you will fly Economy class. We strongly recommend that you check-in early if you have a particular seat request as we have no control over the allocation of seats. Flights are often full, your choice of seats may not be available, and it may not be possible to obtain seats together. Please note, only fully fit and able-bodied guests may ‘occupy exit row seats on an aircraft. Some airlines will charge an additional fee to pre-book exit seats, or they are only assigned at the airport check-in. Special requests The airline will endeavour to satisfy any special service requests such as dietary requirements, meet-and-assist and wheelchair assistance. Regrettably we/the airline cannot guarantee your request. Some medical assistance and special meal requests may incur a charge, which will be invoiced accordingly. For all special requirements please email [email protected] or phone 0800 445 733. Please note: any request of this nature should be advised at the time of booking. Not meeting any special request for any reason be a breach of contract. Airlines may at their discretion refuse to carry guests with certain medical conditions, which affect you, and/or any member of your party at the time of booking: We do not guarantos tha} guests reveling same party will be confirmed on the same Fight arrangements. ifference in price, /ou can arrive in style by upgrading your Economy flight to a higher class of travel. If you are interested in upgrading your flight, please notify Reservations at time of booking and your request will be passed on to our Air/Sea Department. Pre- and/or post-cruise accommodation for Fly/ Cruise bookings To ensure you arrive in sufficient time for your cruise, ‘one night pre cruise accommodation is required at selected gatsiny ils. This I af sn eckson] oral, accommodation is booked b will be itemised on your invoice. Any ‘accommodation/travel arrangements booked independently will not be reflected on this invoice. itis your responsibilty to ensure all ravel arrangements are correct. Post cruise accommodation may also be required due to flight schedules. Please check with your travel agent or Air Sea consultant for details. 38.MAKING A COMPLAINT In the unlikely event you have a reason to complain whilst away, you must immediately notify the Guest Relations Desk onboard ship and the supplier of the service(s) in question (if not us). This is to ensure that we are given the opportunity to address and to attempt to resolve any issue you raise. Any verbal complaint must be put in writing and given to the supplier and us as soon as possible. If a problem cannot be resolved to your satisfaction and you wish to follow this up you must email us on your return to the following email address: [email protected] You must provide your booking reference number and full details of your complaint within 28 days of your return from holiday unless a different time limit applies to your claim — see clauses 34 and 35. We will only accept complaints from the lead name of a booking. If your complaint is written on behalf of other members of your travelling party, their full names and booking reference numbers must be clearly stated in the correspondence together with their authority for you to handle the complaint on their behalf. If you fail to follow this complaints procedure, your right to claim compensation may be affected or even lost as a result. If your booking is with an agency then all communication must go via them We both agree that any dispute or claim will be dealt with by a court located in New South Wales, Australia to the exclusion of the courts of any other state, territory or country. We can only pay you compensation if the following conditions are met: + If asked to do so, the person(s) affected must transfer to us any rights they have against the supplier or whoever else is responsible for your claim and complaint. + The person(s) affected must agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights transferred to us. ‘39.LIABILITY Our liability 1) Subject to Our Limit of Liability below we promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as romeo! or prove deficient as a result of the failure of ourselve: anyone else for whose actions we are legally sponsible t0.use reasonable al and care in making, performing or providing, as applicable, your contracted holiday arrangements, Ploaze note i is your responsibly 40 show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course if their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers). 2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: — The act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or — The act(s) and/or comission(s) of any third party for whose actions we are not legally responsible whether or not connected with the provision of your holiday and whether or not those acts and omissions were unforeseeable or unavoidable: of = Toren majeur clined clause 40. Plann note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description a which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses. Please note we cannot accept responsibility for any services which do not form part of our contract such as the provision of medical diagnosis or treatment either on board or ashore during your cruise duration. \cludes, for example, any additional services or facilities, which your hotel or any other supplior agrees to, provide for you where the services or facilities a riot advertised in our brochure, and we have not agreed to arrange them. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you. The promises we make to you about the services we have agreed to provide or arrange as part of our contract — and the laws and regulations of the country in which your claim or complaint occurred — will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the US, which would have applied had those services been provided in the US. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question. Our limit of liability This contract and the terms and conditions of it are governed by NSW law, The terms below regarding the
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