Section A – Applicable to All Bookings
This section applies to all bookings. Please read this section in conjunction with the relevant additional Section set out below in these Booking Conditions.
1. Making your booking
Bookings can be made by telephoning us (or via any other method we confirm in writing). The payments referred to in clause 3 below must be paid at the time of booking. Once we have received your booking and all appropriate payments, we will, subject to availability, confirm your holiday by issuing a booking confirmation and invoice to the party leader.
If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will issue you with an ATOL Certificate and a confirmation.
The confirmation invoice and ATOL Certificate will be sent by email unless you have requested a postal confirmation. The party leader is responsible for ensuring that all addresses (including email) and contact details given to us are correct and for regularly checking emails at the email address given to us. Please check the confirmation letter, invoice and ATOL Certificate and any other document you receive from us carefully as soon as you receive it. Contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later.
We do not accept any liability if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.
Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent's obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent (or subsequently accepted from the consumer by the agent) is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
2. The contract
A binding contract between you and us (where we are the Principal or Package Organiser) comes into existence when we dispatch our booking confirmation and invoice to the party leader.
We both agree that English Law (and no other) will apply to this contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only.
Because Lapland Famille holidays go on sale well in advance, not all contracts for accommodation, flights and other travel services will have been finalised at the time of booking. If, when these contracts are finalised, there is any change to your holiday arrangements which we regard as significant, we will notify you in accordance with these Booking Conditions.
3. Payment
A deposit of £225 per person, along with the supplement applicable to any scheduled flights or other travel arrangements bought in from third party suppliers, must be made at the time of booking.
The balance of the holiday price must be received by us not less than 10 weeks before the date your arrangements are due to commence. This date will be specified on the confirmation letter/invoice. A reminder may be sent prior to the balance due date.
For bookings made within 10 weeks of the date your arrangements are due to commence, full payment is required at the time of booking.
If all payments are not received in full and on time (including any surcharge where applicable), we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date.
If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in these Booking Conditions depending on the date we reasonably treat your booking as cancelled.
We reserve the right to charge an administration fee of £75 for all balance payments paid more than five working days after the due date.
You may pay by credit/debit cards or bank transfer. We are unable to accept American Express cards.
4. Accuracy
We endeavour to ensure that all of the information and prices both on our website and in any advertising material that we issue are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. We also reserve the right to correct errors in both advertised and confirmed prices. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.
5. Insurance
It is a condition of booking that you are adequately insured for your holiday. It is your responsibility to ensure that you have sufficient and valid travel insurance to cover your booking with us. We reserve the right to decline your booking if adequate proof of such current and valid travel insurance is not provided to us if requested. Please note that we do not check individual policies for suitability.
Your insurance should, as a minimum, include (where relevant) cover for: medical expenses and repatriation, cancellation by you, cancellation charges, travel disruption/delay, loss of luggage, and the types of winter conditions and activities you are undertaking (including any optional snowmobiling you book).
No liability will be accepted for anyone travelling without proper insurance.
6. Special requests
If you have a special request, please advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part.
Confirmation that a special request has been noted (or the inclusion of the special request on your confirmation invoice or any other documentation) is not confirmation that the request will be met. Unless and until specifically confirmed in writing by us, all special requests are subject to availability.
7. Fitness to travel and medical conditions
We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have.
If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements, please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements.
You must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation or cancel when we become aware of these details.
8. Behaviour
When you make a booking, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible.
We and our suppliers expect all guests to have consideration for other people and conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others.
If in our opinion (or the reasonable opinion of any other person in authority) you or any member of your party behave in such a way as to cause or to be likely to cause distress, danger or annoyance to any third party (including other guests and staff) or damage to property, we reserve the right to terminate the holiday of the person concerned without notice. In this situation, our responsibilities towards that person (including any return transport arrangements) will immediately cease and we will not be responsible for meeting any costs or expenses they may incur as a result. We will not make any refunds or pay any compensation.
9. Passport, visa and health requirements
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. Requirements do change and you must check the up-to-date position in good time before departure.
It is the party leader's responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation.
10. Complaints
If you have a problem whilst abroad, this must be reported to our resort representative/host or the supplier immediately so that the matter can be investigated and, where possible, put right.
If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
Please note that we do not offer an Alternative Dispute Resolution service.
11. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Force Majeure Events. For the purpose of these Booking Conditions, this means any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Examples include warfare and acts of terrorism, civil strife, significant risks to human health, or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority, industrial dispute, airport closure, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned's control.
12. Excursions and optional activities (including snowmobiling)
Excursions or other tours/activities that you may choose to book or pay for (including in-resort bookings) are not part of your contracted arrangements with us unless specifically confirmed as included in your Package on your confirmation invoice. For any excursion or activity that you book separately, your contract will be with the operator and not with us.
Snowmobiling (optional): where offered, this is an optional activity, subject to availability, local operating conditions, safety requirements, age restrictions and (where required) provision of a valid driving licence and/or adherence to local rules. You must follow all safety instructions and use provided equipment as directed.
13. Conditions of suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request.
14. Foreign office advice
The Foreign, Commonwealth and Development Office publishes regularly updated travel information which you are recommended to consult before booking and in good time before departure.
15. Important information about flights, transfers and winter travel disruption
All flight arrangements are made under our Air Travel Organiser's Licence (ATOL). When you travel by air, land or on water, the relevant carrier's Conditions of Carriage will apply to your journey, some of which may limit liability.
All flight arrangements, airlines, aircraft types, timings, flights and arrival airports are provisional until confirmed with your tickets and may change after this due to circumstances beyond our control.
Airlines and/or airports and other authorities may make decisions resulting in delays, diversions, rescheduling, cancellations, or temporary airport closure (including due to snow/ice, weather, de-icing restrictions, reduced runway capacity, congestion or safety requirements). Clearly this is not within our control and we cannot accept liability.
In severe weather conditions or industrial action, we reserve the right to change airlines/aircraft and make any changes to your travel arrangements, to help us fulfil our obligation to get you to and from your destination or your UK departure airport.
If the flight is delayed due to reasons such as weather conditions (either in the UK or overseas), industrial action, natural disasters, closure or congestion of airports, etc we regret that neither we nor the airline will be liable to provide meals, refreshments or overnight accommodation. This cost should be covered by your travel insurance. We do not offer compensation for inconvenience or loss of holiday time caused by flight delays, diversions, rescheduling or curtailment regardless of how caused.
Similarly it is not possible to obtain refunds for any unused accommodation or facilities or for losses, costs and expenses of other travel/accommodation arrangements outside of the package resulting from flight changes, delays, diversions or rescheduling, which should be claimed on your own insurance policy.
(a) Flights: Pregnant women will be accepted without a medical certificate up to the end of the 27th week of pregnancy. A medical certificate will be required between 28 and 34 weeks of pregnancy. This must confirm the expected date of delivery and confirm fitness to fly. Expectant mothers will not be accepted after the 34th week of pregnancy. In the case of a multiple pregnancy the pregnancy should not be beyond the 32nd week at the time of the return inbound flight. Children under 2 years of age on the return date of travel must sit on a parent's lap and are not entitled to a luggage allowance or catering. Civil Aviation Authority regulations are as follows "A child of 2 years or older on date of return travel must have its own air seat, and will otherwise be denied boarding by the airline". Such a child must be booked and priced for the holiday.
(b) Seating families together cannot be guaranteed in all cases, particularly if you arrive later than confirmed by us, although check-in staff will do their very best. Our charter flights are operated on a 'Buy-on-Board' basis for snacks and drinks, but we cannot guarantee that this service will always be available. Services available on scheduled flights will vary depending on the carrier being used; please contact us if you require further details.
(c) If you require a seat on your flight for an infant (i.e. under 2 on the date of return travel) you will be charged the appropriate rate for a 2-4 year old.
(f) Transfers: Please see our brochure or website for transfer times. These are approximate and do not include refreshment/toilet stops. The transfer times may be affected by weather, traffic and road conditions as well as delays during school holidays. Some roads may be closed due to snow, ice, roadworks and/or for the risk of avalanches. We ask for your understanding if we need to alter the timings of your homeward transfer to enable extra time to get to the airport if we become aware of heavy snow forecasts and/or increased holiday traffic. Many coaches do have WCs, however they are not always available for use, for a variety of reasons. European coaches do not always have fitted seat belts. On coaches infants under the age of 2 years on the return date of travel must sit on a parent's lap. Coach companies will, wherever possible, try to drop you off directly outside your accommodation, but there may be times where, due to adverse weather conditions or circumstances beyond our control, this may not always be possible. We cannot accept liability for this and no compensation will be offered as a result of your having to walk some distance to your accommodation. At times there may be a wait for other flights to join your transfer to the resort, and transfers may sometimes involve a change of vehicle en route. Your return transfer coach may also have guests from more than one flight and this may affect your departure time from the resort. In the event of a flight diversion to an outbound flight for whatever reason, Ski Famille Ltd will endeavour to arrange coaches and staff to be at the alternative airport to meet you, but this cannot be guaranteed at short notice and we ask for your patience and understanding. If a diversion causes a delay at the arrival airport and/or a longer than advertised transfer to resort no liability will be accepted. Please note you are responsible for taking your luggage on and off the coaches at all times. If our staff help you in any way out of good faith you will still be responsible for your luggage at all times
16. What your Lapland Famille holiday includes (and what it does not)
Your Lapland Famille holiday is a flight-inclusive Package holiday. Unless stated otherwise on your confirmation invoice, your holiday price includes:
- return flights between the UK and Lapland (Finland) and airport taxes/charges where applicable;
- transfers between the airport and your resort/accommodation;
- accommodation on a full board basis;
- included activities (see below); and
- our in-resort support/hosting (where stated).
Included activities (subject to availability, weather and safety):
- Full cold weather clothing (This is provided throughout your stay, suits, gloves and boots are available from two years old and up. Suits will not fit infants.)
- a Santa experience;
- a husky ride;
- meeting reindeer; and
- snow fun activities (e.g., snow play/activities appropriate to the resort programme).
Not included unless specifically stated:
- alcohol and alcoholic drinks;
- soft drinks;
- optional activities (including snowmobiling), equipment hire, and personal extras;
- any costs arising from travel disruption that should be covered by insurance (see clause 15).
We may need to vary the timing, sequence, duration, or exact content of included activities due to operational, safety, welfare, weather, daylight, supplier constraints, or Force Majeure reasons. Where a change is required, we will endeavour to provide a reasonable alternative experience.
17. Snow, weather and "no snow" – important notice + £200pp voucher policy
Snow and weather cannot be guaranteed. Lapland is a natural environment and conditions vary.
Your holiday is primarily an experience-based family trip. Some included activities are weather and snow-dependent and may be altered, delayed, replaced or (in limited cases) not possible due to conditions.
(a) When we will review conditions and contact you
If we have any cause for concern about weather/snow conditions that may materially affect included activities, we will endeavour to contact you around 7 days before departure with an update. If concerns remain, we may contact you again closer to departure (including around 72 hours before travel) with an updated operational position.
(b) "Insufficient snow" (definition for this policy)
For the purposes of this clause 17 only, "Insufficient snow" means that, based on information from our local suppliers and resort operations teams, there is (or is forecast to be) insufficient snow/ice and/or safe operating conditions to run the majority of the included snow-based activities on the resort programme for your travel dates, and there is no reasonably comparable alternative that can be substituted.
(c) Our goodwill voucher (not a refund right)
If we determine Insufficient snow under clause 17(b), and as a result a majority of the included activity programme cannot operate (even after reasonable substitutions), we will offer the party leader a goodwill voucher of £200 per paying passenger to be used against a future Lapland Famille holiday booking, subject to these conditions:
- The voucher is issued after travel (once the scale of disruption is confirmed) and is not payable as cash.
- The voucher is £200 per paying passenger (infants/free places, if any, are excluded unless we confirm otherwise in writing).
- The voucher is valid for 12 months from date of issue, for a new Lapland Famille booking made directly with us.
- One voucher may be used per passenger per affected booking. Vouchers are not transferable and may not be resold.
- The voucher may be applied only to the holiday price (not to insurance, amendment fees, or third-party charges unless we confirm otherwise).
- Where you choose to travel, the voucher is your sole remedy under this clause 17 for lack of snow (this does not limit your statutory rights for other issues).
(d) No automatic refund for lack of snow
Except as expressly set out in clause 17(c) (goodwill voucher), lack of snow does not automatically entitle you to cancel for a full refund, and we do not provide compensation solely because snow conditions are not as hoped.
Important: If we cancel your Package holiday for reasons other than your breach of contract (including where cancellation is required under the Package Travel Regulations), the cancellation/refund provisions in Section B apply.
18. Catering and dietary requirements / allergies (including charges)
Your holiday is full board. Alcohol is not included.
(a) Special diets and charges
Vegetarian meals can be served at no extra cost but must be reserved at the time of booking and not later than 21 days before departure.
We cannot guarantee that we can cater for every requirement (including where ingredients are not available locally, where facilities are limited, or where suppliers confirm they cannot safely provide).
However, if we are informed more than 21 days in advance, then we should be able to cater for dietary requirements. Notice provided within 21 days may incur a surcharge of £100 per person and/or we may not be able to provide the dietary requirements requested, due to the location of the resort.
(b) Allergen information and responsibility
Food in hotels/resorts may be provided buffet style, and it is your responsibility to check suitability and manage allergies, including carrying necessary medication (e.g., adrenaline auto-injectors) and ensuring your party understands what to do in an emergency.
Meals may contain, or may be prepared in environments that contain, common allergens (including but not limited to dairy, gluten, nuts, fish and other allergens). We cannot guarantee a completely allergen-free environment.
(c) Extreme food allergy
We are unable to accept responsibility for extreme allergies within a hotel/resort food environment or on your holiday in general.