ATOL - Air Travel Organiser's Licence
Naturetrek's ATOL Licence Number: 2962.
If you are a resident of the UK, all the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: https://www.atol.org/
ABTOT
Naturetrek's ABTOT Membership Number: 5205
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Naturetrek, ABTOT No. 5205, and in the event of their insolvency, protection is provided for:
1. non-flight packages
2. flight inclusive packages that commence outside of the UK, which are sold to customers outside of the UK.
ABTOT cover provides for a refund in the event you have not yet travelled, or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Naturetrek.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call the ABTOT 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
Click here to access The Package Travel and Linked Travel Arrangements Regulations 2018.
You can find out more about ABTOT here: www.abtot.com
AITO Quality Charter
AITO 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 Membership
AITO 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 Security
An AITO member is required to arrange financial protection for all holidays and other arrangements (including accommodation only) booked by customers with the member under the AITO logo. This financial protection applies to customers who are resident in the UK at the time of booking and to most overseas customers who have booked directly with the member. In doing so, the member must comply with UK Government regulations. Members are required to submit details of their financial protection arrangements to AITO on a regular basis.
Accurate Brochures & Websites
All 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 & Continual Improvements
All 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 Standards
AITO endeavours to monitor quality standards regularly. All customers should be directed to leave feedback on www.aito.com; the results of which are scrutinised by the Association.
Sustainable Tourism
AITO members acknowledge the importance of AITO’s Sustainable Tourism ethos, which recognises the social, economic and environmental responsibilities of tour operating.
Customer Relations
All 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, either party can call on a low cost arbitration service to bring the matter to a speedy and acceptable conclusion.
Naturetrek Ltd. is a member of the Association of Independent Tour Operators (Number 5091). To contact the Association, visit www.aito.com or call 020 8744 9280.
Your safety & security
Risks to your safety and security are an unavoidable aspect of all travel and the best current advice on such risks is provided for you by the Foreign, Commonwealth & Development Office. In order to assess and protect against any risks in your chosen destination, it is recommended that you refer to the Foreign Office website - https://www.gov.uk/foreign-travel-advice or by telephoning 0870 6060290 prior to travel.
Travel insurance
It is a condition of joining one of our holidays that you must be insured against medical and personal liability risks, including 24-hour medical emergency assistance cover. We strongly recommend that you ensure the cancellation cover under your policy insures the full value of your holiday.
We have arranged travel insurance with specialist insurance broker Campbell Irvine. This cover has been specifically tailored to our kind of travel and we strongly recommend you use it; the cover includes a 24-hour worldwide emergency medical service which provides friendly and professional emergency help.
To arrange cover or to obtain a quotation please contact Campbell Irvine Direct on 0207 938 1734 or apply online or email info@campbellirvine.com
A summary of standard cover
(Extent of cover in each case is per insured person under the age of 75. If you are over 75 years of age please contact the Naturetrek office for further information.)
Emergency Medical, Repatriation & Associated Expenses: up to £10,000,000
Personal liability: up to £2,000,000
Personal Accident: up to £25,000
Travel Delay: £100
Covering: 1) Either compensation up to £100 or cancellation after 8 hours up to £2,000
2) Hi-jack of aircraft: up to £3,000
3) Interruption of transport: £300
Personal Effects: up to £2,000
Covering: 1) Temporary loss of baggage: £100
2) Money: £500
3) Tickets: £1,000
4) Passport & visas: £250
Legal Expenses: up to £25,000
Cancellation or Curtailment: up to £3,000 for Standard Cover*
Please advise the insurer of the total cost of your holiday so they can make sure that the holiday cancellation or curtailment cover fully covers the value of your holiday. An additional top-up cancellation premium may be required.
IMPORTANT
This is only a summary of cover; full details of the cover provided are shown on your policy document which will be sent to you once the appropriate premium has been paid. Please read it carefully to ensure you understand the cover provided which is offered on a Non Advised basis from a single insurer. A copy of the policy document is available for download at https://www.campbellirvine.com/naturetrek. The policy includes certain terms, conditions, exclusions and excesses. In particular, cover is excluded for any defined pre-existing medical condition from which you, or any person upon whom travel depends, are suffering. If in doubt, please contact the insurer’s medical helpline in confidence on 01702 427237, as additional cover may be purchased directly from the insurer’s medical screening helpline for certain pre-existing medical conditions. The policy contains a 21-day Cooling Off Period, and details of how to make a claim and who to contact in the event of a medical emergency.
*Naturetrek is an Unregulated Introducer of Campbell Irvine Ltd who are authorised and regulated by the Financial Conduct Authority. This may be checked on the FCA's register at www.fca.org.uk
Package Travel and Linked Travel Arrangements Regulations 2018
Please see below more information and consumer key rights under the Package Travel and Linked Travel Arrangements Regulations 2018, which we are duty-bound and happy to detail here. Naturetrek takes its responsibilities of the regulations very seriously and all of your rights are covered in our Booking Conditions, Technical Details, and pre-departure information.
General
The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018.
Therefore you will benefit from all rights applying to the packages. Naturetrek will be fully responsible for the proper performance of the package as a whole.
Additionally, as required by law, Naturetrek has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.
Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018
- Travellers will receive all essential information about the package before concluding the package travel contract.
- There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
- Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent.
- Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
- The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
- Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, has changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
- Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
- Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
- If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
- Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
- The organiser has to provide assistance if the traveller is in difficulty.
- If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Naturetrek has taken out insolvency protection with ATOL administered by the Civil Aviation Authority (CAA). Travellers may contact the CAA if services are denied because of Naturetrek’s insolvency. Their contact details are as follows: Civil Aviation Authority, Aviation House, Beehive Ringroad, Crawley, West Sussex, RH6 0YR, UK. Telephone 0330 022 1500, email: claims@caa.co.uk, website: caa.co.uk.
More information
For the complete Package Travel and Linked Travel Arrangements Regulations 2018 please visit:
