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A-Z Guide

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The small print is the last thing anyone wants to read. But we believe it’s really important to be clear in the information we provide. The A-Z Guide outlines to what extent we would be liable, if at all. If any part of this guide isn’t valid or can’t be enforced, the rest will still apply. Not everything here will apply to you but a lot of it will so we advise you to read this guide before you book. You’ll also need to read our Holiday Agreements.

In line with EU regulations we need to let you know who you’ll be flying with. This includes any connecting flights or transfers. These are the carriers we may use... ABR ASL Airlines (Ireland), BA British Airways, BE Flybe, EZY Easyjet, IG Meridiana, JP Adria Airways, LS Jet2, LX Swiss, NO Neos, TOM Thomson Airways, ZB Monarch, 7M Mistral Air.

We’ll let you know who the airline is when you book and notify you of any changes as we are made aware of them. If we’re advised of any changes after you have received your tickets we’ll tell you at you check in or at the boarding gate. When you come across anything to do with flights in this guide, we’ll usually be talking about Thomson Airways. So if you’re flying with another airline you’ll need to check their conditions too. From time to time we need to change airlines or plane types but this isn’t classed as a ‘Major Change’s to your holiday.

A

Accuracy

Our prices and information were accurate at the time of publication but may have changed since then. We always check our properties regularly to make sure we’re giving you accurate information and we’ll tell you of any changes we know about when you book. If you’ve already booked, we’ll tell you about any major changes we’re aware of as soon as we can. Photographs are included for their attractiveness and general relevance; those with specific notation refer to hotels or relevant features. Photographs of rooms represent the type of accommodation available, but not all rooms will be the same and room sizes, decor and furnishings will vary, particularly in older or historical buildings. Bear in mind public holidays and religious festivals affect whether or not facilities are available. Also, it may be the case some facilities aren’t managed directly by the hotel and they could close without notice.

Advance Passenger Information

You, and all members of your party, must tell us certain information that we’ll send to government authorities and border control and security agencies for the purpose of immigration, security and counter terrorism. This is known as Advance Passenger Information, or APIS. It may also be referred to as E-Borders in the United Kingdom. The information you must provide will include, but not be limited to, your full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date. This information will be taken at check-in.

Air-conditioning

Operation may depend on time of the day or year and be subject to hotelier discretion. Hotels do not have air conditioning unless stated.

Airline Rules

Charter airlines aren’t allowed to carry certain nationals to and from their country of origin. This is due to licensing law restrictions with overseas aviation authorities. The current licensing laws, as of 15th November 2010, do not allow TUI Travel airlines to carry nationals of the following countries on their operating routes – Brazil, Kenya, and Morocco. Some other restrictions also apply for Cuban and Egyptian nationals and Indian and Turkish passport holders. Please check with your embassy or consulate before you book.

Airport Lounges

Complimentary airport lounge access. (Complimentary with Premium holiday package including flights and accommodation): Belfast International Business Lounge; Escape Lounge at Manchester all terminals, London Stansted and East Midlands; Exeter Executive; meal at an exclusive restaurant at London Heathrow Terminal 5; No1 Lounge at Birmingham, Edinburgh, London Gatwick North and South terminals and London Heathrow terminal 3; Servisair Lounges at Bristol, Cardiff, Liverpool, Luton and Newcastle; Yorkshire Premier Lounge at Leeds Bradford. Most lounges do accept children but please check www.executivelounges.com or www.no1lounges.com for full details. Any groups over 10 people must advise us if they wish to use the executive lounge. The lounges will not accept large bookings over 10, if not advised. Your lounge ticket will be available online. We reserve the right to cancel the complimentary access at any time.

Artist Impressions

These, together with computer-generated images are there to give you an idea of how the property will look – they’re not replicas of the finished building.

Austrian Twin Rooms

In Austria, Switzerland and some Italian and Slovenian resorts these are normally one large bed base with two mattresses/duvets. These are also known as ‘Austrian Twins’ and are regarded as two beds. See Twin-bedded rooms.

B

Balconies

Your view may be partly obscured by trees. This applies to both public areas and bedrooms. Please note that paying a balcony supplement does not necessarily guarantee a specific view. If you’re on the ground floor, you’ll get a terrace instead of a balcony, even if it says ‘BL’ or ‘balcony’ on your booking confirmation. Balconies may, on occasion, be shared. Children should be supervised at all times on a balcony.

Banned Airlines

To improve safety, the European Commission has banned some airlines from operating in European airspace. In line with EU directive (EC) no.2111/2005, Article 9, we need to make you aware of the list of banned airlines. You’ll find this at http://ec.europa.eu/transport/air-ban/list_en.htm.

Bars

If a hotel has a bar it may not stay open until 11pm, particularly when the hotel is family run or when the bar is part of the hotel restaurant. Children may not always be allowed in hotel bars, even when accompanied by their parents.

Bathrooms

Baths may not always be full size and showers may not have a shower tray or curtain. Shower heads may not always be wall mounted. Soap is not normally provided.

Building Work

From time to time, building work is unavoidable and it can be noisy. If we’re aware of any work we’ll let you know as soon as possible if we think it’ll affect your holiday. This can be difficult as we don’t control the work and we’re not always told when it’ll happen and how long it will last. But if we think it’ll have a significant effect you’ll have the option of a refund or an alternative holiday as outlined under ‘Major Changes To Your Holiday’ in Our Agreement With You.

C

Car Hire

Collision Damage Waiver and Theft Protection covers your responsibility for loss (except for keys), damage (excluding damage to the keys, tyres, windscreen and underside of the vehicle), theft, attempted theft or vandalism to the vehicle. The cover will only apply if you meet all the terms of the Rental Agreement. You will have to pay a fixed amount towards any claim. This amount will depend on the country where you rented the car. This description of collision damage waiver is for guidance only. The cover may be different depending on the country you are in.

A driving licence is required from the country of residence for each driver. Please note that the old style green British driving licences are no longer accepted in most countries. You will need to provide a full valid licence, either a pink driving licence or a photocard licence accompanied by the corresponding paper documentation.

Cancellation Fee for car hire is £15 up until 7 days before your departure. If you cancel your car hire within 7 days of departure, the full amount of the rental will be charged.

Duration Minimum hire which can be booked is 3 days. If you would like a car for 1 or 2 days it may be possible to book locally with your Thomson Holiday Advisor, although local prices may differ from our brochure prices.

Fuel The car is usually delivered with a full tank of fuel. You can fill the car up before returning it, or you will be charged for the amount of fuel you have used.

Infant/Child Seats and luggage racks are payable locally.

Late Return could result in an extra day’s charge as rental is in 24-hour periods.

Rental Agreement This is signed by the driver(s) on collection of the car. This agreement is a contract between the driver and the rental company. You will be asked to sign a blank credit card voucher to cover the CDW excess, petrol and any additional days you may have booked locally.

Seat Belts are fitted in all cars in countries where they are a legal requirement.

Car Parking

This is not always available, therefore please check at the time of booking or call the hotel direct if you require it.

Charges Whilst On Holiday

If you want to make changes to the booked arrangements in resort, upgrading your accommodation, changing resort or extending or reducing your holiday duration, changes will be subject to availability. Any extra costs or cancellation charges must be paid by you locally. All changes must be arranged with us in writing, either through our local representative/agent, area office or, if this is not possible, our head office in the UK.

The accommodation booked must only be used by those persons named on your invoice unless otherwise agreed by us in writing. You are not allowed to share the accommodation or let anyone else stay there.

You are responsible for any damage caused to your holiday accommodation during your stay, except by unknown third parties and any justifiable charges made by the owner/hotel manager in this respect must be paid by you locally.

Check-in For Your Flight

We recommend you arrive at the airport at least two hours before your scheduled departure time. You need to have completed check-in at least an hour before departure. If the airline thinks you may be under the influence of alcohol or pose a threat to passenger or crew, you won’t be able to fly. The same applies if you smoke, use insulting or abusive words before or after you board. If that happens, we won’t be responsible for your holiday arrangements and we won’t give you a refund, pay compensation or cover any other costs. We may even seek compensation from you for any loss caused by your behaviour. This includes having to divert the plane. It’s also a criminal offence to cause disruption on board, so you may be prosecuted. Airlines may also share details about your behaviour with other airlines, which could affect your future trips.

Online Check-in

If your airline has online check-in available you’ll be allocated your seats when you check in online. If you don’t like the seats allocated, you can pay to select your seat. Sometimes the airline may need to change the seat allocated to you for operational or safety reasons or for persons with reduced mobility. Boarding cards must be printed on A4 paper and be clearly legible with no rips or tears. For current information check with your airline.

For Your Accommodation

Check-in time is normally after 3pm (after 5pm for apartments). If your flight leaves the UK early in the morning and you may arrive in resort before midday, so your room may not be ready when you arrive. Many properties will need to take an imprint of your credit card at check-in.

Check-out

On the last day of your holiday you usually have to leave your room by 10am. There will be somewhere to store your luggage free of charge though this may not always be locked. Please note: Courtesy rooms may not always be available.

Child Offers, Reductions and Prices

Free places and reduced price places are available on selected dates, flights and accommodation only and are subject to availability on a first-come, first-served basis. Once free places are used up a reduced child price applies. Free child places are limited to one per booking. Child offers and holiday reductions apply to children aged 2-11 years for hotels, aparthotels and chalets and 2-15 years for self-catering apartments, at the date of return travel to UK. Proof of age is required at the time of booking. To qualify for a special offer or price reduction, the child or children must share a room (or apartment/studio) with 2 full fare paying passengers except where stated. Up-to-date reductions will be confirmed at the time of booking. Offers apply on the basic holiday price only and do not include any supplements, e.g. under occupancy, holiday, room and board arrangements (where applicable), etc. Children older than the maximum age are classified as ‘Adults’. In all apartments children paying a special offer or reduced price holiday do not qualify as full fare paying passengers and as such do not count towards the occupancy, or qualify for group reductions.. Free child places are not available on scheduled or low-cost flights or on self-drive holidays (children do not count towards occupancy of car) and children receiving a child discount do not qualify for self-drive reductions. See Special Offers.

Child Protection

We believe we have an important role to play in protecting children’s rights everywhere. Our child protection policy applies both in the UK and abroad. We train our resort staff to identify situations where children may need protection and report them to the relevant organisations. We’re signed up to the Child Protection Code www.thecode.org. This independent organisation monitors and supports our child protection activities. If you suspect any child is at risk on your holiday, please tell your Holiday Advisor or call Crimestoppers, anonymously, on 0800 555 111. For more information, visit http://www.thomson.co.uk/editorial/child-protection.html.

Conditions Of Carriage

Certain rules and regulations apply to air and sea travel. These are set out in the Montreal Convention for air, and the Athens and London Conventions for sea. By law we need to give you these in ‘legal speak’ to avoid any misinterpretation. We can supply a full copy of both if you ask us to.

Montreal Convention

This is a notice required by European Community Regulation (EC) No. 889/2002.

Cots

Should be requested at the time of booking. Any additional payment for cot hire/food must be paid directly to the hotelier, for which we have no control over the cost. Linen is usually provided (not duvets). Please note we cannot guarantee that cots will meet British Safety standards. The inclusion of a cot may restrict room space. Some rooms, particularly those described as small or with restricted headroom, may not be large enough to accommodate a cot. Please telephone our Reservations team for further information.

Currency

If you are taking any cash abroad, it’s probably best to take English notes as Scottish and Northern Irish bank notes can cause confusion outside the UK. Major credit cards are widely accepted in most countries and can often be used in automated cash dispensers with your usual PIN number. Many European countries also accept debit cards with the Cirrus and Maestro symbols. In Eastern Europe credit cards are not widely accepted. In Austria many 2* and 3* hotels and guesthouses do not accept credit cards. Travellers cheques are no longer widely accepted as a payment, however most resorts have a bank where these can be exchanged for a charge.

D

Day-Before Check-in

At Gatwick, Manchester and Birmingham, if your scheduled Thomson Airways departure time is before midday, you can check in at the airport from 12pm to 10pm the day before you travel. This service is free if you’re travelling with Thomson Airways and you don’t need to book. All members of your group need to check in together. This is to meet the Department for Transport’s security requirements. You’ll need everyone’s tickets, passports and luggage. If you’re travelling to a destination that has additional security at check-in, we won’t be able to issue your boarding cards. You can still check in your luggage but you’ll have to return to check-in the following morning to pick up your boarding cards.

Delays

Depending on airport facilities, we provide light refreshments for a delay of 2 to 4 hours, a meal – or vouchers for a meal – for 4 to 8 hours, overnight accommodation for delays of 8 to 12 hours if it’s necessary and possible. If a delay is longer than 5 hours you can cancel your flight and we’ll refund the flight part of your holiday. We’ll only refund the whole cost of your holiday if we change or cancel your holiday. We set out what that means in our Holiday Agreements.

See Insurance for more details.

Deposits

See Your Agreement With Us (1.Your Travel Booking) for holiday deposit information. For accommodation inventory deposits see Self catering apartments: Deposits.

Distances

These are shown in minutes and calculated whereby 100 metres is equal to 1 minute walking.

E

Early Check-in

See Day-before Check-in.

English TV

Some accommodations have English speaking channels available, although the selection may be limited.

Excursions

During some excursions commentary may be conducted in several languages and an English speaking guide may not always be available. Vehicle types used will be dependent upon numbers. As some excursions may involve a fairly lengthy journey for a relatively short time at the destination we suggest you make enquiries before booking.

Excursion itineraries are subject to change and operation is dependent on local conditions, minimum numbers, weather and pre-season auditing. These conditions may on occasion demand a change to the excursion advertised. If circumstances require an excursion to be cancelled we will always try to offer alternatives locally, should this not be possible a full refund of the excursion cost will be paid. Please note: No refunds for excursions can be made except in the case of cancellation by the local operator. If a credit card is used to book excursions locally, a handling charge will be added at a percentage rate advised in resort.

Entrance fees, some road tolls, boat crossings and optional extras are not included in the excursion prices advertised. This is an additional cost you will be required to pay locally. This includes ‘free’ excursions, or excursions included in your holiday package, such as Discovery Packages.

Prices may fluctuate due to exchange rates or special offers available locally at a given time. Should this be the case, no refunds or extra costs are due on items pre-booked.

Participation in any excursion or activity is at your own risk and liability. Please check the terms of your holiday insurance policy before booking.

Extra Charges

The key aspects of your holiday will be included in the price when you book see Prices for details. But it’s important to point out you may have to pay extra for some things when you get there. For example, you might want to book an excursion, use a safety deposit box or enjoy something from the minibar or room service. You may also need to pay extra for things like sports and wellness facilities and beauty treatments unless specifically stated as being ‘free’.

See Meals for more details.

F

Flight Times

Actual flight times are on your tickets. They are local times based on the 24-hour system. We can’t guarantee the flight times in our brochure, on our website or on your booking confirmation won’t change, so please always check your tickets.

We reserve the right to substitute airlines/aircraft and make any necessary alteration to your travel arrangements, including method of carriage, in a force majeure situation to enable us to fulfil our obligation to transport you to/from the resort or your UK departure airport.

Flying With Children

Infants less than 14 days old are not allowed to travel. Any child over 14 days and under two years old on the date of their return travel is classed as an infant. Infants must sit on an adult’s lap and wear an extension seatbelt. If your child reaches their 2nd birthday while you’re away you’ll need to allow for this when you book. All children aged two and above must have their own seats on the plane. If you’ve paid for an additional seat for your infant, you can use your own car seat as long as it has a single release harness. It needs to be facing forward on the aircraft seat, designed to be secured by lap belt alone, and must conform to EU safety standards. You’ll also need the instruction leaflet to show the cabin crew if they need it. The seat mustn’t be more than 16 inches or 40cm wide. You can’t use carrycots and deluxe child car seats, as they won’t fit. The use of car seats will be at your airline’s discretion. Airlines registered outside the UK may have their own rules.

Free Drinks

Where advertised these will be given at the discretion of the hotelier. The offer is normally limited to one drink per person during evening meals. Unlimited free drinks refers to drinks between starter and dessert. This is usually a choice of house wine, beer or soft drinks and will not include spirits, etc.

G

Gold Medals

Gold medal

If you see one of these on a property description, it means it’s a customer favourite. Each year, we award Gold Medals to hotels that score highly in our Customer Satisfaction Questionnaires.

Group Offers

Group discounts are available for parties of 10 or more. Group discounts vary depending on the party size, departure date, airline and flight route taken and accommodation chosen. Our groups teams can confirm the discount available at the time of booking and this will remain valid for 5 days. To qualify for group discounts the following conditions must apply:

  • Group discounts are available on 7 night charter flights to Europe.
  • The party size is determined by the number of full fare paying passengers, children receiving child discounts do not count towards the party size.
  • Supplements, insurance and excursions are not included.
  • Group must book for the same date, duration and resort.
  • Only 1 free child place is allowed per group. Maximum 2 reduced child places per booking. The discount will be applied to the lowest priced holiday (basic holiday price+holiday supplement, where applicable).
  • Additional passengers booking at a later date cannot alter the original group discount.
  • Reductions in group size may result in a reduced discount which will be reflected in the price each person pays. Group discounts may be lost if all conditions are not complied with.
  • All passengers must pay full deposit. Group discounts cannot be used in conjunction with any other offer advertised including, but not limited to, money off offers and sale offers. Names should be supplied at least 4 weeks before departure or as agreement by the Crystal Reservations Team, except for scheduled flights which require all names at time of booking. A name change after this will incur an amendment fee. Free name changes are permitted on Thomson Airways up to 4 weeks prior to travel. A name change after this will incur an amendment fee.
  • An administration charge will be levied for pre-booking additional overseas facilities.
  • Group reductions do not apply to any low cost or scheduled flights.
  • The group leader must ensure that all members of the group have adequate holiday insurance.
  • Free pre-bookable seats are only available on Thomson Airways.
  • Options can be held for groups but this will be for a limited period only and the timeframe will vary depending on your date of travel and accommodation choice.

Guesthouses

For ‘Allocation on arrival’ guesthouse holidays in Austria, bookings of more than one room cannot be guaranteed to be in the same accommodation, though we will of course endeavour to do so. Rooms booked without private facilities may require you to pay a nominal fee for showers provided at that property. Board basis is bed and breakfast. Half-board may be available using a local restaurant or hotel for the evening meal.

H

Hotel Credit

Free Hotel Credit is available on selected hotels for Summer 2017 and varies by departure date. Available for the departure dates shown and when confirmed within the time frame specified. Hotel Credit is dependent on the passenger meeting the age restriction criteria set out by the hotelier (generally 18 years and above). Amount of Hotel Credit varies by hotel and can be up to €100 per adult. One Hotel Credit voucher per person over the age specified. Credit will be added to the room of the passenger and purchases in the bar or restaurant must be charged to the room to be eligible. Any surplus must be paid at the end of your stay. Where available the Credit will be applied automatically to your booking, and be displayed as "Hotel Credit" (with relevant value shown). No cash alternative and any residual amounts not used by the end of your stay will not be refunded. Cannot be used in conjunction with any other offer except where stated. Offer ends 28 December 2016. See our promotion information for full details.

Hotel Facilities

Facilities advertised as available at a hotel, unless stated as free, will need to be paid for locally direct with the hotelier.

I

Infants

See Child Offers, Reductions and Prices, Cots and Flying With Children.

Info Pack

Resort maps, ideas for days out, walking routes and contact details for your Thomson team overseas. Your online info pack is there for you to browse or download before and during your holiday. Let us know your email address when you book and we’ll send you a reminder when it’s ready. And if you pass on your mobile number, we’ll text you a reminder to take a look before you go.

Standard internet access and mobile web browsing charges apply (check your mobile tariff for details). Visit thomsonlakes.co.uk/infopack. We strongly encourage all of our customers to download or print a copy of this information before they travel on holiday. If for any reason this service is unavailable or you are unable to do so we will ensure an info pack is available for you (one per couple or group) on arrival at the airport or when you arrive in resort. Please note that the information provided may change from time to time and accuracy cannot be guaranteed but your Thomson Holiday Advisor will update you with any changes on arrival if necessary.

L

Lifts

Some of our properties don’t have a lift. If stairs are a problem for you, please ask us for more details before you book so we can suggest a suitable property. See Special Assistance for more details.

Leisure Facilities

Leisure facilities will vary and we cannot guarantee the range or type of equipment provided will be as extensive as in a purpose built gym. In Austria and Switzerland it is quite usual for people not to wear bathing costumes in saunas. See also Hotel Facilities.

Local Functions

Even small hotels can be used as venues for weddings and local celebrations etc. and the owners will always try to ensure that guests are not inconvenienced but some disturbances may occur. We are not advised of such bookings, neither do we have details of other guests in hotels or apartments so are unable to provide any information in this respect.

Lost Property

If you leave something behind on the plane during your flight you’ll need to contact the overseas airport and ask them to check their lost property. If it’s on your flight home please contact the airline directly.

If you leave what we class as a ‘valuable item’ at your hotel, like a camera, a laptop or a wallet we’ll do our best to find it for you. However, there is a charge for this and you’ll need to pay an admin fee. If we can’t find your item we’ll send you a statement to support your travel insurance claim. For help with lost property contact Customer Services, you’ll find their details in the Getting in Touch section.

Luggage

This section explains how much you can take, what you can pack and how to keep your valuables safe. Please make sure you know your limits so your trip can get off to a smooth start. Luggage allowances vary, and could change, so please check when you book.

On Thomson Airways

For current information on baggage allowances for all airlines, please check out our Flights and Flying page. You’ll also find check-in advice, in-flight meals and API information.

Excess Luggage And Sports Equipment

There may be a charge for excess luggage and sports equipment. Whether or not we can carry it will depend on capacity on the day. We can’t guarantee you’ll be able to take bulky sports equipment with you on the coach to your holiday accommodation. You can arrange to take golf clubs, windsurf boards and other sports equipment on your flight. If you don’t book, you may still be able to check your own equipment in. But we can’t guarantee this and there’ll be a charge. Bear in mind, any problems with excess luggage charges need to be sorted out at the airport.

Lost And Damaged Luggage

Please report any lost luggage or damage to us within seven days. If not, under the terms of the Montreal Convention, we won’t be liable. See Montreal Convention for details. If your luggage is damaged on your way back to the UK, you need to complete a Property Irregularity Form (PIF) at the airport and keep a copy of it for insurance purposes.

Low Season

You may find that if you’re travelling outside of peak dates some facilities, both in your hotel and resort, may not be in operation.

M

Meals

On Your Flight

Thomson Airways offer a range of snacks and drinks to buy onboard. Most airlines no longer offer in flight meals but offer a buy on board service. Example menus can be found on airline websites.

At Your Hotel

Meals are usually served in the hotel’s main restaurant. The set-up here may change from buffet to waiter service, or vice versa. Full Board includes a Continental breakfast, lunch and dinner with limited or no choice of menu, unless specifically stated. Half Board includes a Continental breakfast and dinner, or lunch if you wish at some hotels, with limited or no choice of menu unless specifically stated. Bed & Breakfast usually means Continental breakfast. Meals usually start with dinner on the first day of your arrival in resort and finish with breakfast on your day of departure. If you arrive after the hotel’s restaurant closes, it is likely that a cold platter will be provided and if you have an early morning departure hotels may not be able to provide a full breakfast.

Sometimes hotels may allocate tables on a shared basis. In some hotels, particularly in Italy, it is common for individual napkins to be re-used if clean and re-presented in a personalised envelope. Restaurant/dining rooms in certain hotels are open to non-residents – see property descriptions for details. In the Italian Lakes, it is not unusual for the hotel restaurant tables which are closest to the lake front to be reserved for those customers paying locally to dine à la carte; seating in this area is at the owner’s discretion.

Packed lunches may sometimes be made up by guests from the breakfast buffet.

Vegetarianism is still relatively uncommon in some areas of Europe so you may find choice limited in some hotels. Gluten free diets are sometimes less catered for in Italy. It may be difficult for some hotels to cater for the needs of customers with strict special diets. If you have any special dietary requirements it is important that you request these at the time of booking.

Eastern Europe offers exceptional value. However whilst some hotels boast a good range of facilities they may not always be of a comparable standard to Western European hotels, particularly in terms of service and the variety of food offered. The provision of some basic foods can be restricted at times, which results in a limited choice, therefore we would not recommend Eastern Europe for vegetarians or those with specific dietary needs.

Medical Conditions

On Your Flight

If you have a medical condition, a serious illness, or you’ve recently had surgery or an accident, you’ll need to be cleared for travel by the airline. You may also need a ‘Fitness to Fly’ certificate from your GP. Conditions that need medical clearance include respiratory, coronary or infectious illness. You’ll need to give your request for medical clearance to the airline at least four working days before you’re due to fly.

The risk of deep vein thrombosis while flying is extremely low but is still a serious medical condition. DVT is when a blood clot forms, usually in the lower leg, sometimes because of sitting still for a long time. It needs treatment with blood-thinning drugs to prevent clots breaking off and travelling to the lungs. You can take precautions to reduce the risk. People most at risk include those with a history of bronchial or circulatory problems, thrombosis, those recently hospitalised, smokers, the obese, those with congestive heart failure, a malignant disease, pregnant women or women taking the contraceptive pill. To reduce the risk, exercise your legs from time to time, or walk around if possible. Elastic stockings may be helpful. Drink plenty of non-alcoholic liquids to prevent dehydration. See your doctor if you think you may be particularly prone to DVT.

If you think you might need to ask for therapeutic oxygen during your flight, please contact your airline for details at least one month before your departure date. Thomson Airways does not charge for this, but you must request it in advance so we can confirm that it’ll be available for you. Contact our Customer Welfare team for more information – their number is at the end of this guide. See Special Requests for more details.

N

Noise

In early and late summer, resorts are less busy and, consequently, quieter. In Italy, as many lakeside resorts are serviced by a perimeter road around the lake, at busy times some traffic congestion and noise is inevitable. Make sure you read the resort and hotel descriptions carefully to help you identify those which are stated to be in quieter locations and those which may not be (e.g. hotels in or close to town centres, or near main railway lines or roads).

O

Only from Thomson

Where you see ‘Only from Thomson’ on the accommodation pages, it means that, in the UK, you can only book the holiday advertised through one of our TUI UK & Ireland brands. In some cases this only applies to the hotel for a particular season, board basis or room type. There are a few holidays that include a benefit you’re entitled to exclusively as a Thomson customer or where we are the only tour operator you can book with. Please see individual accommodation pages for details. Also, for some destinations you can only fly direct from the UK with us.

Opera

The opera is open-air. In the unlikely event of poor weather, refunds on the cost of the ticket are only available under exceptional circumstances. No refunds will be given on the transport to and from Verona. Numbered seats cannot be cancelled or refunded at all. Un-numbered seats cannot be cancelled or refunded within 7 days. Opera excursions cannot be booked within 14 days of departure. All bookings are subject to availability and specific performance dates cannot be guaranteed. In the event of insufficient numbers booked it may not be possible to offer transport arrangements to and from the opera. In these circumstances an appropriate refund will be made. Transport is not included for those staying in Verona city hotels.

P

Pets

In some accommodation you may find other customers have their dogs with them.

Pregnancy

Flying when pregnant? Check out the policy for Thomson flights. For all other airlines, please check with the airline directly.

Prices

Our prices are accurate at the time of publication. The price we give is the lowest for that particular date range and will depend on when you’re travelling. Prices may go up and down throughout the season.

We worked out the price of your holiday using the following exchange rates EUR 1.21 and Sfr 1.35.

What’s Included

The basic cost of your holiday includes the following...

  • Return flight from the UK.
  • Air passenger duty at the standard economy rate – £13 per person to EEA countries, £75 to non-EEA countries. Charges may change.
  • Transfers between the airport and your accommodation by coach, train, or taxi or rental free car hire in some destinations.
  • The accommodation and meals as confirmed on your invoice.
  • Luggage allowance as confirmed on your ticket.
  • Aviation insurance and security charge.
  • Estimated fuel costs.
  • Assistance and advice from your Holiday Advisor or Local Agent.
  • All obligatory hotel service charges and taxes.
  • VAT on all holidays to EC countries.

Self-drive Holidays

  • Eurotunnel or cross channel ferry (short crossing).
  • The accommodation and meals as confirmed on your invoice.
  • Assistance and advice from your Holiday Advisor or Local Agent.
  • All obligatory hotel service charges and taxes.
  • VAT on all holidays to EC countries.

Accommodation Only

On some dates we are able to offer accommodation only holidays which include accommodation and food basis as booked. This is available on a request basis, normally by deducting up to £60 for European holidays. Please call for an individual quotation on 020 8939 0740, subject to availability.

What’s Not Included

The basic cost of your holiday doesn’t include the following...

  • Airport holiday supplement where applicable and additional flight charges, such as taxes and regional supplements.
  • Meals and accommodation en route (except where specified).
  • Seats together on the plane unless we say otherwise.
  • Fuel supplements where applicable.
  • Excursions (unless we say otherwise).
  • Holiday insurance.
  • Additional charges for particular room types, meals or under-occupancy in apartments. For details, see the price panel for your accommodation.
  • Excess luggage and the transport of any sporting equipment.
  • Porterage of luggage at any stage.
  • Breakdown insurance (Self-drive).
  • CDW or local taxes on car hire.
  • Services provided locally and advertised as being available at the booked resort or accommodation but not described as free of charge.
  • Deposits requested on arrival by some apartment owners.
  • Any local taxes, levies or similar that local authorities abroad expect you to pay yourselves e.g. Italian tourist tax.
  • Any local gratuities.
  • Credit card fees.

Q

Quad Rooms

Normally comprise a standard twin/double room with additional sofa/put-up beds being added for third and fourth occupants. This arrangement may restrict space. Four-bedded rooms are sometimes available, and may be based on two queen beds or a king bed with additional sofa/put-up beds which may restrict space. Please refer to the property description for the type of beds provided. Invoices always show room and then bed type.

R

Reps

You will receive one of three in-resort services depending on your chosen resort.

In-resort Holiday Advisor

If you need any info we’ll be available in person. We’ll meet you at the airport and get you started with a welcome at the beginning of your holiday. There’s also lots of tips, activities and days out in your info pack too. Let us know what you’d like and we can book them. Come and see us or call 24/7.

Local area Holiday Advisor

We’ll give you a call to say hi once you’ve settled in to your accommodation. If you need to call us for any reason, you’ll find our number alongside all our local knowledge in your info pack. Whether it’s to book an excursion or get great tips for your resort – just call 24/7.

A call away Holiday Advisor

If you need anything during your holiday we’re just a call away, 24/7. You’ll find our number alongside our local knowledge in your info pack.

Rooms

Rooms described as superior, suites, junior suites, apartments etc offer a variety of facilities and room configurations. As these vary considerably please make specific enquiries when booking to ensure the accommodation meets your requirements, particularly for suites and apartments. Rooms that are small, located under the eaves, cabin rooms or in annexe accommodation will be highlighted in the price panels.

Eaves Rooms have sloping roofs and beams, often with skylight windows and reduced headroom. These rooms may have pull-out or bunk beds.

Cabin Rooms are small internal rooms which may not necessarily have natural light, sometimes with restricted head room. These rooms may have pull-out or bunk beds.

Annexe Accommodation may be in a separate building within walking distance of the main property. It may give access to the property’s facilities however the rooms may not be to the same standard as those in the main property.

Room Upgrades

If you arrange a different room type with the hotel when you arrive, this won’t be included in your contract with us.

Room Supplements

See ’Supplements’.

S

Safety

Overseas safety standards are generally lower than ours in the UK. We take reasonable care to make sure only reputable businesses provide the services that make up our holidays, and we expect them to provide those services in line with local standards.

In Switzerland you may be in a hotel where the fire escape is in the form of an external ladder and/or you may be required to evacuate via another bedroom. Familiarise yourself with the exits and procedures in your hotel on arrival and if you have any questions please do not hesitate to contact a member of reception or our resort staff.

On occasions you may be allocated a room whereby the balcony is lower than we would expect in the UK. For your own safety, please ensure that you take care when on the balcony and do not lean on or over the railings. If you have children below the age of 12 in your party, please ensure they are supervised and not left unattended at any time.

Health And Hygiene

If you’re travelling to the European Economic Area, as well as your insurance you’ll also need a European Health Insurance card (EHIC) which covers or heavily discounts treatment that is medically necessary during a temporary stay in EU and EEA countries, and Switzerland. Find out more about applying for an EHIC www.dh.gov.uk/travellers or by calling 0300 330 1350 as you will need to present the card for reciprocal treatment.

Hygiene standards may differ from those in the UK. In order to protect your own safety you can help to improve hygiene levels by taking a few basic steps...

  • Wash your hands after going to the toilet.
  • Shower before you get into the pool.
  • Encourage children to go to the toilet before getting into the pool.
  • Make sure babies and infants wear swim nappies in the pool.

Seating Arrangements

For current information of seating arrangements for your airline take a look at our Flights and Flying page. In this section, if available with your airline, you’ll find details on how to select your seat or get extra legroom.

Self Catering Apartments

All bed linen costs (although not towels unless specifically stated) and local taxes are included in the price you pay. Accommodation is basically equipped with cutlery, crockery etc. Kitchenettes usually have 2 or 3 hot plates. There is no oven unless stated. Toasters and kettles are not considered to be essential kitchen appliances in Europe and are, consequently, rarely provided.

Beds are not made up unless stated as customers are normally expected to make their own beds on arrival. ‘Starter’ packs are rarely provided and you should, therefore, anticipate purchasing items such as milk, toilet roll, etc. on arrival (or the following day if you arrive late). When more than one apartment is booked of the same or different type, we cannot guarantee they will be in the same block, although a request will be accepted wherever possible (see Special Requests).

Please note:

  • In some Austrian and French apartments electricity charges, based upon use, may be payable locally.
  • Other residents within the apartment blocks may sometimes have their dogs with them.

Cleaning

The initial cleaning before your arrival is normally included and, unless specified in the accommodation description, is not provided during your stay. If cleaning is provided it may not be available during public holidays. You will be expected to take out your rubbish and wash up regardless whether cleaning is included or not. Apartment agencies expect the accommodation to be left in the state they were found and will usually deduct a ‘cleaning charge’ from your deposit if this not done. Upon check-in, the residence will provide their rules and further details on the ‘end of stay’ cleaning required, please check with reception before your departure.

Deposit

As well as the deposit you pay when you book, if you’re staying in an apartment you will also be asked to pay a deposit when you arrive by the accommodation owner. Usually this is an imprint of your credit card (please check the accommodation’s page) and be between £150 and £250 (up to £500 for larger apartments) per apartment. Deposits cover all, or part of, the replacement costs for things being lost, broken or damaged. It’s also to take care of any unusual cleaning charges. You’ll get it back when you leave, or with an amount deducted if necessary. The property needs to be inspected before you leave. Unfortunately we can’t accept responsibility for any disputes which may arise, although we’ll try to help you to resolve them. You’ll find details of the amount and type of deposit for each property on our website, or you can call us.

Single Rooms

May not always offer the same facilities or location as twin rooms and the payment of a supplement does not necessarily mean that a twin room will be provided for sole use. Often single rooms are purpose built and intended for sole use only. ‘Single Savers’ do not apply to all single rooms in a property or on all dates. Single rooms cannot be guaranteed on tours or twin centres.

Smoking

In some European countries smoking is increasingly prohibited in public places including hotels, restaurants, bars etc. It is your responsibility to obtain information from the relevant tourist offices before you book if such restrictions would affect your holiday enjoyment.

Spa and Sauna

See Leisure Facilities and Hotel Facilities.

Special Assistance

If you or a member of your party is disabled, uses a wheelchair or has difficulty in walking, our Reservations Team can tell you which properties have things like ramps, lifts and specially adapted rooms – their contact details are at the end of this guide. Also, if you’ve got any medical or dietary needs, they will do their best to help. You will need to provide us with full written details of any disability or special requirements before booking to ascertain whether the holiday of your choice is suitable. To do this ask for the Special Assistance form when making your booking.

Failure to advise us of any such requirements prior to booking may result in the chosen holiday being unsuitable and may cause inconvenience and distress to all customers on that holiday. In that case we reserve the right to terminate your holiday arrangements with us, for which we would not be liable to make alternative arrangements or to make refunds or pay compensation.

On Your Flight

If you or a member of your party is disabled, uses a wheelchair, can’t walk more than 500 metres without help, or has difficulty climbing the aircraft stairs, EU regulations say you should notify us of your assistance needs before travel. You will need to provide us with written confirmation from your doctor prior to booking. You’ll need to do this at least 48 hours before your departure.

Transfers

If you aren’t able to use our coach transfers, we can arrange a taxi transfer if you tell us in advance by contacting our Reservations Team. Bear in mind, there is a charge for this.

See Medical Conditions.

Special Offers

Our offers are only available on the holidays and dates we advertise, are per booking, and are subject to availability. They apply to new bookings only. We reserve the right to change or withdraw an offer without notice.

Special Requests

We’ll always do our best to help however we can, but we can’t guarantee we’ll be able to meet your needs every time. These special requests aren’t covered in our Holiday Agreements so from a legal point of view, they’re not part of your holiday contract even though details of the request may be found on your confirmation invoice. If, however, your request is essential to your holiday arrangements, please make this known at the time of booking so we can find out whether this is possible with our supplier.

Supplements

The basic holiday price shown on each page below the hotels is based on departures with no Holiday supplement, which means there is no Flight supplement and no ‘Base Price supplement’. Departures that do not attract a Flight supplement are shown as £0 or NIL supplements in the Flight supplement tables. If you choose to fly from a different airport, or on certain days, a Flight supplement may apply, as shown on the Holiday supplement and Flight Information page and will be included in the Holiday supplement on your booking. Flights not listed in our published information, but which become available, may also attract charges, worked out in the same way. Please note that some holidays are only available with flights with extra charges, either because the accommodation is available only on certain days of flying, or because onwards travel arrangements are only available at certain times.

A Base Price supplement will be included in the Holiday supplement according to demand. This ‘supplement’ can be a discount, if the holiday demand is lower than expected or it can be a supplement if the holiday demand is higher than expected. We reserve the right to increase or decrease the Base Price supplement and therefore the Holiday supplement, according to demand.

There’s a charge for under-twos to cover taxes and charges the airline has to pay. Just so you’re aware, we can’t predict the tax increase that other governments might impose. As these haven’t been decided, we can’t include them in your holiday price. If there are changes to travel taxes and costs, unfortunately you may need to pay extra.

Occupancy Supplements

Depending on the number of people sharing a room, you may have to pay an ‘occupancy supplement’ for under-occupancy or single occupancy, or there may be a discount of more people share a room. Occupancy supplements/discounts may go up or down throughout the season.

Room Supplements

Depending on the type of room you choose to stay in, you may have to pay a ‘room supplement’. Room supplements may go up or down throughout the season. All rooms are subject to availability.

Under-Occupancy Supplements

Unless under-occupancy supplements are paid, rooms will be allocated in accordance with the number of people occupying the room. For example, two people paying a supplement for a quad room with private bath and shower will receive a room with two (not four) beds. The supplement is payable for the private bath and shower. Any room facility supplement will still apply.

At Your Accommodation

See Prices.

Swimming Pools

It’s unlikely your pool will have a lifeguard. An adult must always accompany children in the pool. This includes children’s pools and surrounding areas. Familiarise yourself with the pool area and ensure you observe the depth markings. In some cases swimming trunks, not shorts, and swimming hats may be compulsory.

T

Taxes

You may need to pay a tourist tax either at the airport or at your hotel. Taxes change regularly so check before you go. In Italy, a tourist tax is payable in cash to the hotelier on departure. See Prices.

Thomson/Tour Operator Ratings

We rate our holidays on our annual reviews and also the feedback we get from our end-of-holiday Customer Satisfaction Questionnaires. We rate hotels and apartments from ‘2’ for no-frills, good value accommodation, to ‘5’ for more comfort and a wider range of facilities. There may be some differences between accommodation that shares the same rating. That’s where our ‘plus’ rating comes in. All properties have been carefully chosen and are considered to offer suitable accommodation for the cost shown. Many properties featured are described as hotels, as, in our view, terms such as Pension, Haus, Gasthof and the like do not always reflect the quality of the properties and are usually an official grading for tax purposes.

Towels

What we’re talking about here is pool towels. You’ll see from the individual property descriptions whether or not there is a pool towel service. You may find you have to pay a small charge. See Swimming Pools.

Transfers

The transfer times we give you are a rough guide and apply to the actual journey time after leaving the airport/station. They don’t allow for delays to incoming flights, weather or local traffic conditions. In terms of the type of transfer you’ll get, it depends on the holiday you’ve booked. Just so you know, if your holiday includes a coach transfer, we may occasionally need to change this to a minibus or taxi. Some transfers may include transferring onto a smaller vehicle to take you into the resort and your accommodation. Due to traffic and parking restrictions in some resorts, a short walk may be required to reach your accommodation. Where possible we will endeavour to assist you with this to minimise any inconvenience however this may not always be possible. Some transfers may not be accompanied by a Holiday Advisor.

Please note that transfers which involve crossing national borders may be subject to delays as a result of immigration control and customs. Therefore, approximate timings as advertised may sometimes be longer than anticipated. We recommend the customers contact the Embassy of the destination country for any visa requirements prior to travel.

Due to customer demand we are offering express direct transfers on certain routes and trains in Switzerland (this is why these flights carry a larger supplement).

Private transfers are available, please contact us for details and prices.

Travel Advice

The Foreign & Commonwealth Office and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad. For more on security local laws, plus passport and visa information see www.gov.uk/travelaware. Keep informed of current travel news by visiting www.travelhealthpro.org.uk. The advice can change so check regularly for updates.

Twin-bedded Rooms

Separate twin beds are rare and cannot be guaranteed as available. Some twin beds may be in ahead to head position. See Austrian Twin Rooms.

Triple Rooms

Are usually based on a standard twin room or standard double for two persons with an additional sofa/put-up bed added for the third person that may restrict space. Purpose-built triple rooms are rarely available.

Twin Centre/Multi-centre Transfers

Transfers run on Wednesdays and Saturdays, and may involve going via an airport.

V

Visas

The best place for up-to-date information on visa and travel advice is the Foreign Office. Visit www.fco.gov.uk/travel or call 0845 850 2829. There may be specific entry requirements for under-18s, depending on your destination. For example, if a young person is travelling without both parents, there may be extra costs and they may need extra legal documents such as an affidavit, from a notary public. Always check with the consulate or embassy of the country you’re travelling to before you book.

Some countries and charter airlines have special rules about visas and passports. As visa requirements may change at any time, it is important to double check with the relevant consulate/embassy of the country you are intending to travel to prior to booking your holiday and again within six weeks of departure. Failure to do so may result in you being refused entry/carriage.

Geneva flights

Non-EU and EEA passport holders should note that transfers for Geneva flights use the Swiss side of the airport and it will be necessary, therefore, for you to obtain the relevant visas. Failure to do so will necessitate having to pay for your own transfer.

Views

Views may be partly obscured by trees. This applies to both public and guest rooms. Please note that paying a supplement does not necessarily guarantee a specific view.

W

WiFi

Bandwidths may vary. Some hotels may offer an upgrade to a higher bandwidth, which you may need to pay for. Signal strength will reduce with increasing distance from the router. Other factors that may reduce signal strength include high usage – particularly if lots of devices are using WiFi at the same time, obstructions like thick walls and electronic machinery, and adverse weather conditions. If WiFi is advertised, there may be some service limitations and 24/7 access may not be available. Access may not be available throughout the accommodation, and may be restricted to selected public areas.

Y

Your Opinion

We ask every customer travelling with us to fill in a Customer Satisfaction Questionnaire and to rate various aspects of their holiday experience as Excellent, Good, Fair or Poor.

All the questionnaires are analysed by an independent market research company. Then, we publish the results, where they are available. The scores you see are results for summer 2015 and are shown as the percentage of guests who rated their holiday overall so accommodation, location and meals as good or excellent. Some properties don’t have a score for a number of reasons – it may be new for that season, we may have received less than 15 responses, or the hotel has changed, perhaps been refurbished, is under new management, or now caters for a different type of customer.

Getting In Touch

Before You Go

If you’re yet to travel with us, here are some numbers you may need...

New Bookings – 020 8939 0740
Groups – 020 8939 0740
Weddings – 020 8939 0740
Existing Bookings 020 8939 0740
Payments – 0844 415 5579

You can also email aftersales@thomsonlakes.co.uk or write to the Aftersales Team at the address below. If you’ve already booked, please include your reference number in your letter or email.

While You’re Away

For help while you’re away please contact your Holiday Advisor. See Holiday Advisor and Info Pack for details.

When You Get Home

When you’re back in the UK, to discuss your Thomson Airways flight experience, please call 0844 800 3100.

For any other aspects of your holiday you can write to us at customerservices@thomsonlakes.co.uk or Customer Services at the address below. Remember to give us your booking reference number. Of you can call Customer Services on 020 8939 0467.

Our address is Thomson Lakes & Mountains, DST House, St Marks’s Hill, Surbiton, Surrey KT6 4BH.

Travel Agent Support

If you are a travel agent and need our help...

New Bookings – 020 8939 0740
Groups – 020 8939 0740
Weddings – 020 8939 0740
Existing Bookings 020 8939 0740