:: F1 Booking::

Booking Conditions

Definitions
The following terms shall bear the following meanings in these Booking Conditions :

“Hala Abu Dhabi”, “we” or “us” means Hala Abu Dhabi a division of Etihad Airways PJSC a company registered in Abu Dhabi whose principal place of business is at P.O. Box 35566, Abu Dhabi, United Arab Emirates;

“Force Majeure” means any unusual circumstance beyond our control including but without limitation war or threat of war, terrorist activity, adverse weather conditions, industrial dispute, closure of airport or technical difficulties;

“Holiday” means the holiday booked by you or on your behalf with us; “Lead Name” means the first named customer on any Holiday booking; “Significant Change” has the meaning set out in section 6;

“Travel Agent” means any agent through whom your Holiday with us is booked;

“UAE” means United Arab Emirates; and

“You” means any customer who is or may be considering the booking of any Holiday and includes all members of any party who are booking together.

1. The Contract

These conditions and other information in all Hala Abu Dhabi brochures, price booklets, separate publicity material and our web site form the contract between you and us. All Holidays are subject to availability and these booking conditions. In the event of any conflict between these booking conditions and any of the brochures, price booklets, separate publicity material or our web site, these booking conditions will prevail.

You are recommended to read these booking conditions carefully and in the event that there is anything, which you do not understand, contact Hala Abu Dhabi (or your Travel Agent if you have booked via an agent) for clarification.

You need to be aware that these conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.

These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchased and use on your Holiday.

When you have booked your Holiday, paid a deposit and we have issued a confirmation or receipt to you or to your Travel Agent and you have signed our booking form, a contract exists between you and us.

The Lead Name guarantees that he or she has full authority to make the Holiday booking on behalf of all customers named on the Holiday booking and guarantees to pay all sums which are or may become due in relation to such Holiday.

The purchase and sale of the Holiday shall take place (or shall be deemed to take place) and come into effect in the UAE, whatever the circumstances of your booking. Notwithstanding any conflict of laws principles, these booking conditions and any contract between you and us shall be governed exclusively by the laws of the Emirate of Abu Dhabi and the federal laws of the UAE, and the Civil Courts of the UAE in Abu Dhabi shall have exclusive jurisdiction to determine any dispute or claim that arises out of or in connection with the contract with you or its subject matter or formation (including non-contractual disputes or claims).

2. How to Book

A Holiday booking can be made through Hala Abu Dhabi Retail Shops, Sales Offices or directly with the Hala Abu Dhabi Call Centre via our number (+971 2 6177810 or +971 2 6177811) in the UAE or through a Travel Agent.

When a booking is made via a Travel Agent, all communication with Hala Abu Dhabi must be made via the Travel Agent. In that case, all monies paid by you to the Travel Agent are held by the Travel Agent as your agent until the booking is accepted and confirmed by Hala Abu Dhabi.

3. Payment

We accept cash, cheques, credit and debit cards.

Once full payment has been received for a confirmed booking, Hala Abu Dhabi will issue air E-tickets plus vouchers for other services booked. These vouchers must be surrendered by the customer on arrival overseas to the relevant supplier of the services, e.g. hotel or ground transportation supplier.

4. Holiday Price

All our prices are quoted in USD, (unless otherwise specified). We will give you or your Travel Agent a price quote at the time of booking and once you have accepted that price and a booking has been made and confirmed through payment of deposit or in full, we will hold that price. The only additional charges we may pass on to you are those imposed by the UAE or foreign governments, other regulatory bodies and/or airlines.

What your holiday price includes:

return transportation including luggage allowance as confirmed;
transfers / transportation as confirmed;
accommodation where they have been booked and confirmed;
the services of a representative, tour guide or an appointed local agent, including a 24-hour emergency contact (except cruises);
any other services e.g. excursions, car rental, ski packs, etc. where they have been booked and confirmed; and

What your holiday price does not include:

passport, visa and health protection fees;
cots, car seats and food for infants;
meals unless otherwise specified;
excursions or entrance fees unless otherwise specified;
Overseas airport departure charges payable locally;
porterage, personal expenditure, tips, laundry, hotel extras;
transport cost to your departure airport unless specified;
Holiday insurance.

5. Changes or cancellation by you

5.1. Changes
Changes are permitted once a booking has been confirmed and an invoice or receipt has been issued, these are subject to a change fee and wholly

5.2. Cancellations
Full cancellation charges will be levied once a booking has been confirmed and an invoice or receipt has been issued. 100% non-refundable

6. If we have to change or cancel your holiday

We will do our utmost to deliver your holiday as booked. As we plan the arrangements many months in advance we may occasionally have to make changes and reserve the right to do this at any time.

If we have to make a Significant Change (as defined below) in circumstances where there has been no Force Majeure, we will notify the Lead Name or your Travel Agent as soon as possible and you will have one of three options:

accepting the changed arrangements;
transferring to another holiday offered by us and paying or receiving a refund for any price difference; or
cancelling your holiday and receiving a refund of all monies paid to us (excluding any travel insurance)

Significant Changes are limited to changes involving:

Your departure airport;
Your destination area;
a change of accommodation to a lower star grading; or
Your departure time from your Etihad origin airport, or length of holiday by more than 12 hours (excluding transport delays once you have checked-in).

7. Refunds

Full cancellation charges will be levied once a booking has been confirmed and an invoice or receipt has been issued. 100% non refundable.

In cases where any part of your holiday is on a request basis, the deposit or final payment will only be refunded in full if Hala Abu Dhabi
is unable to confirm the booking and no cancellation charges apply to any confirmed components of the holiday. No refunds will be available on unused services.

Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Hala Abu Dhabi for Holiday packages which will be refunded in the form of a cheque to the original payee on presentation of valid identification.

No refund will be given in any circumstances unless original travel documents and invoice are returned to Hala Abu Dhabi. All refunds will be processed within 21 days of the presentation of the original travel documents and invoice to Hala Abu Dhabi.

8. Our liability to you

a) We accept responsibility for ensuring that the travel arrangements you book with us are supplied as described in our brochure or on our website. If any part of these travel arrangements is not provided as promised, we will pay you appropriate compensation if this has affected your enjoyment of your travel arrangements. We accept responsibility for the acts and / or omissions of our employees, agents and suppliers. Our liability in all cases except for death or bodily injury shall be limited to a maximum of the cost of your holiday and any reasonable directly attributable costs.

b) We accept no responsibility for any delays or cancellations or non availability of any meal or service due to Force Majeure.

c) In rare cases errors may occur when inputting prices into our reservations system or when printing our brochure. We regret that any contract entered into on the basis of an erroneous price will be void. Accordingly, you cannot seek to rely on an erroneous price when booking a holiday. In the unlikely event of a booking being made following a systems error we will advise you as soon as possible and offer you the choice of either a cancellation with a full refund or continuing with your arrangements upon payment of the difference in price applicable.

d) In respect of travel by air, sea and rail and the provision of accommodation, our liability will be limited in the manner provided by the relevant international conventions. Copies of these conventions are available from us upon request.

e) You should note that the acceptance of any liability on our part in any circumstances is subject to the amount of any claim against Hala Abu Dhabi being reduced by any amount paid to the claimant from time to time for the same claim such as (i) any employee, agent or supplier of Etihad Holidays who is in any way responsible for the death, injury or illness you suffer and / or (ii) under any relevant insurance policy held by the claimant.

f) If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs and benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you or to any one booking form to AED 10,000/-.

g) In respect of Etihad flights included in your Holiday we will use our reasonable endeavors to ensure that in the event of a delay exceeding 3 hours, you will receive light refreshments, in the event of a delay exceeding 6 hours, you will receive a main meal, and in the event of an overnight delay, wherever possible, you will receive meals and accommodation. This section 8(g) is subject to the availability of meals and / or accommodation, and the policies of third party operators, at the location of the delay.

9. Your responsibility

a) You must ensure that you and all customers named on your Holiday booking have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements. Please check with the appropriate tourist board/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in good time before you depart.

b) You are responsible for providing all information to us which we or any airline
or other carrier or customs or governmental body may require. This may include information about your name, passport number, nationality, date of birth, gender, country of residence, travel history, occupation, home address, point of origin, final destination and address at destination.

c) You are responsible for ensuring that any existing medical conditions or disabilities, which may require assistance, are declared to us before you book your Holiday or, if newly diagnosed, before the date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you or any member of your booking as a passenger if this information is not made known to us. In all circumstances it remains your responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have booked and undertaken and also that you have taken the relevant travel and medical insurances. We reserve the right to ask for further medical information from you if you notify a health matter to us and to refuse or cancel your Holiday in our absolute discretion.

d) You are responsible for the behavior of yourself and all customers named
on your Holiday booking. We or our suppliers reserve the right to refuse your booking or to remove you and/or any member of your booking from any Holiday arrangement if you or any member of your booking is reasonably deemed
to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred by you or any member of your booking under these circumstances, and you may face criminal prosecution.

e) You are reminded that Captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The Captain or other authorised representative of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your Holiday will terminate immediately and will be considered as a cancellation by you in accordance with Section 5.2in such circumstances we will have no further responsibility or liability to you or any member of the booking.

f) If you participate in sports, water sports or winter sports whilst on Holiday such participation is at your own risk and it is your own responsibility to obtain the relevant insurance.

10. Insurance

For your own interest we strongly recommend that you arrange cover with
a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact your Hala Abu Dhabi Agent for details.

11. Complaints

We plan our holiday arrangements with great care, and in the unlikely event of a complaint about any aspect of your Holiday, it should be reported immediately to the Hala Abu Dhabi local representative or to the Hala Abu Dhabi Operations Team (+971 2 6177810 / 811), who will give a priority response to resolve in-resort issues.

Should the matter not be resolved while you are on holiday, any complaint must be submitted in writing within 30 days of return from your Holiday to your Travel Agent or to Hala Abu Dhabi, Guest Relations Department, P.O. Box 35566, Khalifa City A, Abu Dhabi, United Arab Emirates, or by e-mail to feedback@etihad.ae