Information and booking
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Generals terms and conditions of sale
PRICES: Our prices are given in Euros per person on the basis of a double cabin. They have been established on the basis of economic conditions in force on the 1st February 2011 and have been calculated as a package deal including a number of services described throughout the programmes, to be booked by the customer with the exception of all the services the customer shall book and pay for on board and with the exception of other costs and expenses caused by fortuitous events (strikes, riots, revolutions, adverse atmospheric conditions, water levels...). They are dependent on various factors that affect their calculation such as the price of transport, embarking and disembarking costs, port prices, fuel prices, various charges and taxes, and are subject to review. Consequently and in accordance with the part devoted to rules and regulations in book II of the Tourist Code, we reserve the right to review the prices within this brochure in the event of variations in: • Airport taxes, for which you will find the tariff dated 1st February 2011 in the programmes concerned. • Fuel prices (Brent oil barrel reference in 01/02/2011: USD 101.64 available for consultation on the following website: http:// bourse.lesechos.fr/bourse/matieres/details_matieres.jsp?Cod e=LCO&Place=WMPCB&Codif=OPID&Secteur=ENERGIE) In the event of air transfer, the price shall be reviewed with regard to fuel-related fluctuations applied by the airlines in question. • Fluctuations in the rate of change and more specifically for programmes concerning Vietnam / Cambodia (Dollar – reference price on 01/02/2011: 1 = $1.3506); programmes regarding India (Rupee – reference price on 01/02/2011: 1 = Rs61.3172) for programmes regarding China (YUAN – reference price on 01/02/2011: 1 = Y8.8902).
For these trips, the percentage of services in local currencies ranges between 60 and 70% of the total value of the trip. Prices inclusive of all taxes must be confirmed by the travel agent vendor at the time of registration. In the event of modi-fication, any difference (whether more or less) shall not necessarily be made on the date of payment of services but on the date of use, which is the only one taken into account. In any case, no prices can be modified within 30 days of departure. Visa fees and prices of optional excursions are subject to review at any time without prior notice by the competent authorities and in this case they will be passed on in full to the customer. Concerning CroisiVoyages tours, whenever stated the price is set according to the number of participants and is therefore subject to review and will be passed on in full to the customers. Any services invoiced on board ship must be cashed on board ship prior to customers disembarking. Regarding CroisiEurope & CroisiMer cruises, excursion prices are established for a minimum of 25 people per excursion. Whenever the minimum of 25 people has not been reached, the price may be readjusted on board ship during the excursion whether said excursion was purchased on board or within the scope of an excursion package deal at the time of booking.
TRIP - DURATION - ACCOMMODATION: the timeframes given do not refer to the number of days spent at the place of destination, but the total duration of the trip, transport included, that is a certain number of nights and does not necessarily correspond to a set number of whole days. No refund shall be granted if, owing to the timetable imposed by the various means of transport involved, the first and last days are shortened by late arrival or early morning leaving. The duration of the trip is calculated from the day the trip begins up until the day of return. Unless otherwise indicated in the programme, meals served on the first and last day are not included, and are payable by the traveller. Last day services end after breakfast. Certain meals may be provided by the air carrier. Hotel and ship rating categories (other than those belonging to CroisiEurope & CroisiMer fleets), are defined by the country’s local authorities according to their own personal criteria and do not necessarily match French standards. Complaints regarding rating criteria shall not give rise to compensation.
PAYING FOR THE TRIP -REGISTRATIONS AND RULES & REGULATIONS: Registrations can be made at any time in any travel agency and within the limits of available space. Contract programmes and prices are those mentioned in our sales contracts and must be observed by the travel agent vendor within the copy given to the traveller and signed by him for acceptance. Precondition information is given in our brochure, any alterations and rectifications being supplied at the time of registration with CroisiEurope. The customer expressly acknowledges having been informed of said facts.
Regarding CroisiEurope – CroisiMer products: Your registration will be taken into account as soon as you have paid the down payment amounting to 30 % of the price of the trip on registration. The trip cannot be guaranteed unless full payment of the sum has been received by us within 30 days of the day of departure. Non-payment of the balance within the given dates shall be considered as a breach and subject to an immediate contract cancellation clause. As for registrations made within 30 days preceding departure, the total value must be paid at the time of registration.
Concerning CroisiVoyages products: Your registration will be accepted as soon as you have paid the 30 % down payment on the price of the trip at the time of booking. The balance must be paid 45 days before the departure date. The trip cannot be guaranteed if the total sum has not been made within 45 days of departure. Non-payment of the balance at the given dates shall be considered as a breach and subject to an immediate contract cancellation clause. Concerning registrations made within 45 days preceding the date of departure, le total value must be paid on registration. In the event of non-observance of aforementioned deadlines CroisiEurope reserves the right to cancel the bookings whenever the customer has not paid the sums owing to the company within a timeframe of eight days as from the formal demand made by CroisiEurope. Pursuant to articles L-441-3 and L–441-6 of the Code of Commerce, any delay in payment shall result in the implementation of a delay penalty amounting to 1.5 times the legal interest rate. Furthermore, no discount shall be granted for advance payment. Travel documents and transport tickets shall be delivered after full payment.
HANDLING FEES IN THE EVENT OF MODIFICATIONS MADE BY THE CUSTOMER PRIOR TO DEPARTURE: Concerning cruises: any file modifications made fifteen days prior to departure shall result in an additional fee of 50 Euros excl. of tax per person (excluding any additional forwarding charges invoiced) under no circumstances refundable and payable immediately by bank card or transfer only (no cheque payments will be accepted). However, modifications cannot be accepted less than four days prior to departure. This fee shall also be requested in the event of your contract being transferred to another person. Concerning transfers: Regarding modifications that concern changing the name(s) of one or several customers, or the date or itinerary of the trip, we declaim all responsibility with regard to the acceptance or refusal by our different suppliers, and airlines in particulars. Modification expenses amounting to 50 Euros excl. of tax per person may be required by said companies. In the event of refusal, the scale of cancellation charges shall be applied.
CUSTOMER MODIFICATIONS OF AIRLINE SERVICES AFTER DEPARTURE: The rates of airlines used to get to the port of embarkation are subject to specific booking and issue conditions. Once the trip has begun, no modifications will be authorized by the airline or ship-owner and no refunds will be granted. The ship-owner cannot provide accommodation for a passenger disembarked during a cruise or at the end of a cruise.
FORWARDING CHARGES: Expenses related to such postal services as fast forwarding and emergency forwarding... which may be necessary owing to late registration, postal strikes and other reasons beyond our control shall be invoiced to the travel agency or customer.
CANCELLATION CHARGES: In the event of cancellation by the customer, the refunding of sums already paid shall be made after deducting cancellation charges per person, as listed below, depending on the cancellation date in relation to the departure date, and non-refundable expenses such as insurance, booking and visa fees as well as any other cancellation charges required by the suppliers. Whenever a passenger occupying a double room or cabin cancels his booking, the remaining passenger shall be obliged to pay the additional charges for the double room or cabin being used for just one person. Any cancellations must be made to us by registered mail with recorded delivery. Cancellation charges for CroisiEurope river cruises: • More than 60 days prior to departure: 50 Euros excl. of tax for handling fees shall be invoiced per person • from 60 to 51 days: 40 % of the total value of the package • from 50 to 30 days: 50 % of the total value of the package • from 29 to 20 days: 60 % of the total value of the package • from 19 to 3 days: 75 % of the total value of the package • 48 h prior to departure: 100 % of the total value of the package
Contrary to the aforementioned cancellation charges, CroisiEurope “New Year” and “Venice Carnival” river cruise cancellation fees are as follows: • More than 60 days prior to departure: 50 Euros excl. of tax for handling fees shall be invoiced per person • from 60 to 51 days: 40 % of the total value of the package • from 50 to 30 days: 50 % of the total value of the package • from 29 to 20 days: 75 % of the total value of the package • from 19 prior to departure: 100 % of the total value of the package
CroisiMer sea and coastal cruises cancellation charges: • More than 90 days prior to departure: 50 Euros excl. of tax for handling fees shall be invoiced per person • from 90 to 51 days: 40 % of the total value of the package • from 50 to 30 days: 50 % of the total value of the package • from 29 to 20 days: 60 % of the total value of the package
• from 19 to 3 days: 75 % of the total value of the package • 48 h prior to departure: 100 % of the total value of the package
CroisiVoyages Volga and Dniepr cruise cancellation charges: • More than 90 days prior to departure: 60 Euros excl. of tax for handling fees shall be invoiced per person • from 90 à 61 days: 35 % of the total value of the package • from 60 à 30 days: 50 % of the total value of the package • from 29 à 20 days: 70 % of the total value of the package • from 19 à 4 days: 80 % of the total value of the package • 3 days prior to departure: 100 % of the total value of the package
CroisiVoyages China -Vietnam/Cambodia -India -TransSiberian “Gold of the Tsars” cancellation fees: • More than 91 days prior to departure: 25 % of the total value of the package • from 91 to 42 days prior to departure: 50 % of the total value of the package • from 41 to 21 days prior to departure: 80 % of the total value of the package • • from 20 days prior to departure: 100 % of the total value of the package • IMPORTANT: Any package deal including air transport is subject to the general and special cancellation charges of designated airlines. In the event of cancellation of one or several passengers, the following cancellation conditions shall be applied: • Land, river, coastal and sea services: according to the general conditions of CroisiEurope. • Air transport: according to the conditions of the designated airline company, on the websites of the airline companies concerned or available from our booking department on simple request.
REFUNDS / DISCOUNTS: refunds cannot be ensured if the customer fails to appear at the required times and places mentioned on the Invitation to Travel sent to him, and if he is unable to present the police or health documents required for the trip (passports, visas, identity cards, vaccination certificates...) CroisiEurope cannot be held responsible for a flight, train or land-related delay resulting in the passenger being unable to show up for departure, for any reason whatsoever, even if said delay is the result of force majeure, a fortuitous event or caused by a third party. Interrupting a trip cannot give rise to a refund or credit of any kind, except when a cancellation insurance that includes this option in its general conditions has been taken out. In this case the refund will be paid by the insurance company directly. The fact that you choose not to benefit from a service included in the trip will not entitle you to a refund. Complaints concerning possible price differences cannot be taken into consideration. Signing the reservation contract and paying the invoice implies that the customer has accepted the tariff and conditions of the trip. CroisiEurope cannot take into account discounts or promotions set up after the cruise has been confirmed. Discounts concern the basic price after deducting airport tax, additional charges, file handling charges, visa fees and insurances. Different discounts cannot be taken into account concurrently and cannot be granted after registration. Discounts cannot be applied to special offers.
CHILD DISCOUNTS: For children under the age of 2, meal and accommodation expenses must be paid for onsite; for children between the ages of 2 and 10: 20 % discount on the price of the cruise, after deducting taxes, additional charges and file handling charges. Said discounts do not apply to CROISIVOYAGES products.
DISCOUNT ON 3-BERTH CABINS: a 30 % discount on cruise package deals shall be granted to a 3rd same-family occupant in a 3-berth cabin after deducting taxes, additional charges and file handling charges. Said discounts do not apply to CroisiVoyages products except Volga cruises, for which a 25 % discount on the cruise package deal will be granted to the 3rd occupant of 3-berth cabins, after deducting taxes, additional charges and file handling charges.
WEDDING ANNIVERSARY DISCOUNTS: On 3 to 13-day CroisiEurope river cruises, the wife shall be granted a discount on the cruise according to the number of years the couple has been married, ex: 10, 20, 30 years = 10, 20, 30 %... discount. This only applies to wedding anniversaries in November and December 2011 and 2012 on presentation of the wedding certificate or “Livret de Famille” for French nationals. Said discount only concerns the price of the cruise, after deducting additional charges and transportation fees, and cannot be taken into account concurrently with another offer. Said discounts do not apply to CROISIMER & CROISIVOYAGES products.
“CROISIFAMILLE” OFFERS: These offers apply to a selection of cruises detailed in a separate brochure and are designated in the present brochure by the “CroisiFamille” logo, with departures in July and August. The offer of a free cruise (after deducting flights, additional charges and taxes) concerns a maximum of 2 children (aged 16 or under) on the basis of one paying adult. For more than 2 children, the other children (provided they are 16 or under) will be charged 30 % of the price of the cruise (after deducting flights, additional charges and taxes). Said offer concerns river cruises only and not CroisiMer sea and coastal cruises, and other CroisiVoyages holidays and cruises. Regarding CroisiMer sea and coastal cruises, children aged 16 or under will benefit from a 30 % discount. On the price of the cruise (after deducting flights, additional charges and taxes), said discount applying to a maximum of 2 children on the basis of one paying adult.
SINGLE CABINS: single cabins are authorized up to 10 % of the ship’s quota. The number of single cabins cannot exceed 12 throughout the entire ship, except in the case of CroisiVoyages holidays and cruises.
FORMALITIES: Participants must comply with police and customs formalities in force at the time of the trip and according to their nationality, and have all the necessary travel and transit visas and health certificates for all countries included in the itinerary of the cruise or trip. Non-French and foreign nationals must therefore ask their own consulates about formalities that apply to their personal situation. We advise passengers to check with their travel agency, consulate, embassy and competent health services for any recent modifications or to consult the following website http://www.diplomatie.gouv.fr in the “Conseils aux Voyageurs” section. Any passenger unable to embark on a flight or refused entry to a country because he does not have the documents required by the authorities and mentioned on the sales contract or invoice he has signed cannot ask for a refund. In the event of non-compliance, all expenses incurred shall be payable by the customer in full. Whenever we establish entry documents at the customer’s request (visa), we do so on the basis of information received and cannot be held responsible for consequences, whatever their nature, should that information be found incorrect. Requested documents must be sent to us by REGISTERED MAIL WITH ACKNOWLEDGEMENT OF RECEIPT within the required timeframes and after having checked that their validity complies with the countries’ requirements. They shall not be returned to you before the day of departure. We cannot be held responsible for any delay or non delivery by the authorities in question. The passenger is required to supply the company with all the necessary information to enable it to fulfil its own safety obligations.
Caution: Certain modifications may occur between the moment this brochure goes to print and your departure date. The rules and regulations of different countries change fre-quently and without prior notice, and are therefore only given in this brochure as a rough guide. It is up to the customer to make sure of the formalities that will be required on the date of the trip. CroisiEurope cannot be held responsible for the non-observance of formalities it has given at the latest on the day of booking and for fines incurred because of the non-observance of customs and health rules of countries visited.
CHILDREN / MINORS: The travel agency cannot accept bookings made by minors. They must be made by parents or an adult over the age of 18 with the necessary authorizations. Minors under the age of 18 will not be allowed to travel on board alone. They must be accompanied by parents or adults over the age of 18. No alcohol will be served to minors. Ages may be checked by ship personnel.
HEALTH, MOBILITY, SPECIAL NEEDS AND MEDICAL CONTRAINDICATIONS: All passengers must make sure they are medically, physically and mentally able to make this trip without endangering their lives or those of others. No medical service is ensured on board ship. Any passenger with a physical or mental disability, restricted mobility or an illness that requires treatment or medical assistance or pregnant women must make this fact known to the travel agency at the time of booking. Bookings cannot be accepted when made by passengers with physical or mental conditions likely to make their participation in the cruise or trip impossible or dangerous for themselves or others, or to affect ship safety, or necessitate care or assistance that cannot possible be ensured on board ship, owing to the unsuitable infrastructure in particular. Some service providers (hotels, airline and river companies...) may request a medical certificate proving fitness or refuse the registration whenever they believe they will be unable to guarantee the assistance necessary to the health and wellbeing of the passenger. Taking part in all our trips and excursions is subject to the passenger being sufficiently mobile to do so. If you have not reported a health problem, you will be responsible for any personal accident, diversion or fees incurred by a forced stop at a port that disrupts the trip. We recommend you wear shoes with non-skid soles suited to life on board ship and excursions. Although not compulsory some vaccinations may be recommended by the health authorities.
REFUSED BOARDING AND FORCED EARLY DISEMBARKATION: Boarding may be refused and the cruise may be interrupted for any passenger (at his own risk and expense) whenever the captain or person in charge of the ship estimates that the passenger is not able to travel, for administrative or any other legitimate reason, or is disturbing or putting the lives of other passengers in danger. Such a passenger may be disembarked at any port of call, without prejudice to possible proceedings or disciplinary measures by the competent authorities of the State in question and without the ship-owner being held liable. The river company is not bound to refund the missed days of cruise to a disembarked passenger, or to pay any expenses caused by said disembarkation.
OBSERVING PORT OF CALL TIMETABLES DEADLINES: At ports of call, reboarding and ship departure deadline timetables are available on board ship and specified by the person in charge on board. It is up to passengers to observe that time-table. The company declines any responsibility in case of non-reboarding. No refund or compensation will be owing to a passenger in the event of his non-observance of these rules.
EXCURSIONS: The excursions described in the brochure are optional (unless stated otherwise). The excursion itineraries defined in the programmes are given as a rough guide and may vary owing to external circumstances (for example: adverse climatic conditions, strikes, delays in transport, site closure by local authorities...) or owing to local service providers. Some locations are indeed subject to strict levels of security (The Kremlin and Tiananmen Square for instance). The authorities of countries concerned may therefore close the site at an inopportune time and forbid all visits. We cannot be held liable in the event of unexpected closure. In the event of an excursion being cancelled, CroisiEurope promises to do its upmost to organize a stand-in visit. In the event of a definite cancellation, the excursion will be refunded, with no possibility of claiming additional compensation. With regard to CroisiEurope & CroisiMer cruises, excursion prices are given as a rough guide and are guaranteed for a minimum of 25 people for each excursion. Whenever that minimum of 25 people has not been reached, the price may be readjusted on board at the time of the excursion, whether it was purchased on board or within the scope of an excursion package deal at the time of booking. Excursions scheduled for the evening of embarkation or the next morning are only guaranteed for clients having subscribed to an excursion package deal (unless the minimum of 25 passengers has not been reached, in which case the aforementioned special conditions will be applied). Within the framework of CroisiVoyages products, excursions reserved on site, whether or not mentioned in our programmes, are ensured by local organizations that are independent from CroisiVoyages. Even though these may be offered by local agents as a service, they are freely purchased on site and therefore not a constituent part of the trip booked with us departing from France. Descriptions and tariffs are given as a rough guide. Any complaint, incident or accident in their organization must be dealt with on site with the organization in question and cannot incur the liability of CroisiVoyages or the travel agent that sold the trip.
PERSONAL OBJECTS / LUGGAGE: The following are forbidden on board: animals, dangerous objects and products such as unlawful substances, firearms, sharp bladed objects, explo-sives, oxygen, compressed air or flammable products... The ship-owner reserves the right to refuse boarding to any passenger that has any of them among his possessions. Failure to observe aforementioned obligations will result in said pas-senger being held responsible for any damage suffered by the ship-owner. Any lost objects or damage to equipment suffered by the passenger must be declared in writing on board and handed in to the purser’s office during the cruise or to the guide or person in charge within the scope of a tour or stay. The statement must be sent to the company by the passenger within 3 days of the end of the stay. Unless it is found to have made a mistake, the company cannot be held responsible for loss, theft, pilfering and/or damage to passengers’ possessions. Our crew is at your disposal to help you with your luggage and cannot be held responsible. Its responsibility is limited to €450 per passenger, and this concerns only trips on board CroisiEurope fleet vessels. Concerning CroisiVoyages holidays and cruises, responsibility is incumbent on ship-owners and local service providers. Throughout the entire trip, luggage and supervision of personal effects is the passenger’s own responsibility. CroisiEurope draws the traveller’s attention to the fact that is cannot, under any circumstances, be held responsible for forgotten objects nor can it search for them or send them on. Consequently, if the customer has forgotten his luggage he will have to pay any additional charges involved in retrieving it. We strongly recommend that passengers take out luggage insurance. In the event of loss, delayed delivery or damage to luggage within the scope of an air transfer, it is up to the passenger to fill in a lost or damaged luggage claim at the airline desk at the airport. The original copy will be required by them to process any complaint.
VALUABLE OBJECTS: The ship-owner is not answerable for loss or damage to valuable objects, money, titles, jewellery and personal possessions. We ask you not to leave valuable objects unattended. Furthermore, we ask you not to leave valuable objects, keys, identity papers or medicine that is essential to your health in luggage entrusted to carriers. We cannot be held responsible in the event of damage, loss or theft of personnel effects.
COMPLAINTS: Any subjective assessment will be given full consideration but cannot give rise to compensation. Should a problem occur during the trip, we strongly advise you to talk about it with your guide or purser in order to find a solution in real time. No refunds will be made should a local service fail to be made available or a client decide not to make use of such a service. Any complaint must reach us within 10 days of the end of the trip, by any means that will enable you to obtain the vendor’s acknowledgement of receipt, in accordance with the Tourist Code, and will be taken into account inasmuch as it has been ascertained. The customer must enclose the assessment card (supplied with the travel journal he was given) with his letter, and enclose any supporting evidence regarding the complaint. CroisiEurope informs you that the timeframe for an answer can vary between 1 and 3 months at the most, depending on the duration of the inves-tigation conducted among our services, hotels or service providers as is necessary in the event of a complaint. Any disputes between retailers and trading companies will be dealt with by the Courts of Strasbourg only.
PURCHASES: All purchases made on site are under the sole responsibility of the client (example: counterfeit articles, etc…).
CANCELLING CROISIEUROPE CRUISES: The Company reserves the right to cancel any cruises in a case of force majeure, adverse climatic or recurrent natural events (rise or fall in water level, cyclone...) or any event likely to result in certain services not being ensured for reasons related to the safety of passengers. Said cancellations can be decided at any time prior to departure with no obligation other than that of refunding sums received. In this case, customers cannot claim any additional damages. Whenever possible CroisiEurope will give passengers the possibility of choosing an alternative cruise of equivalent value and passenger will be entitled to choose between the alternative cruise or a refund, within the terms provided for in such conditions. Should the passenger choose the alternative cruise, he will not be entitled to a refund or compensation. CroisiEurope reserves the right to cancel any cruise up to 21 days prior to departure in the event of insufficient participants; in this case the customer will not be entitled to any form of compensation. The minimum number of participants is set at 80 people for CroisiEurope & CroisiMer cruises, and 130 people for Volga river cruises and 30 people for Dniepr river cruises. Concerning the other destinations in CroisiVoyages stays and tours, the minimum number of participants is indicated in each price table.
MODIFICATION OF PROGRAMMES, ITINERARIES AND TIMETABLES: In the event of strikes, riots or adverse climatic conditions likely to endanger the safe running of the vessel, or extraordinary circumstances as detailed in the aforementioned grounds of EC rules and regulations, or any other legitimate reason, CroisiEurope may, at any time and without prior notification, forward or delay departure or port of call times or even change the port of call and will not be held responsible to passengers in the event of cancellation, forwarding or delaying, modification or substitution. CroisiEurope cannot be held responsible for any breach regarding the times of arrival or departure stated within this brochure, whatever the port of call. Within the scope of the CroisiVoyages programme, we reserve the right for CroisiVoyages captains, cruise directors, guides and local representatives to modify the itinerary or order of our programmes whenever circumstances dictate such action. Generally speaking, and in accordance with universal law, the primary mission of a captain is to ensure the safety of passengers on board. Regardless of the type of vessel and destination, he is the sole master on board and can decide to divert the vessel or cancel a stop at a port of call at any moment. The captain can cancel the cruise or modify the itinerary of the cruise whenever he believes it to be in the best interest of passengers and vessel safety. In the event of a cruise being interrupted owing to circumstances of force majeure, the customer will be entitled to a refund for days cancelled but will not be able to claim damages for any reason whatsoever. In the event of such modifications or cancellations occurring during the trip, articles R 211-9 to R 211-11 of the Tourist Code will apply. Possible unforeseen events (non-religious or religious celebrations, political demonstrations, strikes, breakdown and traffic jams, modifications made by government authorities or any other legitimate reason) can lead to modifications in ports of calls, visits and excursions for which CroisiEurope cannot be held responsible and which cannot result in the client being entitled to claim compensation. Some destinations are subject to particular weather and climatic conditions. Some port of call schedules may be reversed, shortened or cancelled for the aforementioned reasons in particular, without giving rise to compensation. Excursions bought on board shall be refunded in the event of cancellation with no compensation owing. One particular port of call cannot be considered the sole purpose of a programme, the aim of which is to discover a region in general and the pleasures of navigation. CroisiEurope will however do all it can to deal with any problems encountered to the best of its ability.
MODIFICATION IN CABIN CATEGORIES OR NUMBERS BY THE SHIPOWNER: For technical or operational reasons, river boating companies or ship-owners can allocate a cabin other than the one appointed or chosen by the passenger at the time of booking. Whenever this occurs, the new cabin must at least belong to the same category. Said change cannot be seen as a valid reason for cancellation by the customer or as a significant modification in the contract and shall not therefore give rise to compensation.
AIR AND RAILWAY TRANSPORT: The high rise in air and railway traffic and events unrelated to our will (strikes, technical incidents, adverse climatic conditions...) and safety imperatives mean that charter and regular airline companies and railway companies are not always able to observe programmed schedules. Delays in departures and arrivals are possible and unrelated to the will of the carrier, tour operator or travel agent, and therefore no compensation other than that provid-ed for by the law in force can be granted, regardless of professional or personal consequences caused. We therefore recommend that customers allow sufficient time for return journeys in particular, when relying on connections or when they have important commitments. Modifications in times and dates imposed by railway or airline companies can occur both at departure and on arrival and result in a shorter or longer trip. Acting as an intermediary between the purchaser and the railway or airline company, CroisiEurope will do its best to find the most suitable solutions but cannot be held responsible for possible consequences of such delays or modifications. No compensation will be owed in such cases. Furthermore, we disclaim all responsibility regarding airline and railway transfers not subscribed to via the CroisiEurope tour operator. We advise all customers travelling by their own means before and after the trip to book modifiable or refundable tickets. Any cruise cancelled by the customer due to railway or airline traffic shall not be taken into account. For information purposes, airline companies suggest re-confirming return flights, and it is up to passengers to do so within the required timeframe. Any tickets issues within the scope of our programmes, or booked directly by the customer, and not used, whether before or after the trip, shall not be refunded even in the event of a postponed date or cancelled trip. Giving up a booking to take a different flight or train shall not entitle you to a refund for the unused ticket, or payment of the new ticket. Complaints concerning pre/post transportation by air or land, possible expenses (taxi, car park, hotel, booking modifica-tions, non-modifiable tickets...) cannot give rise to compensation on site or on return, or on arrival in a train station or airport that is different from that of departure (ex: Paris Orly, Paris Roissy). In accordance with decree n° 2007-669 dated 2nd May 2007 regarding the obligation to inform passengers of the identity of the airline carrier, the customer is informed of the identity(ies) of contract carrier(s) or those likely to ensure the purchased flight. The vendor shall inform the customer of the identity of the airline company ensuring the flight(s) at the latest eight days prior to the date stated in the transport contract or at the time of the conclusion of the contract, whenever it occurs less than eight days before the beginning of the trip. Whenever the identity of the carrier has been modified, the customer shall be informed at the time of registration at the latest. The passenger ticket or pass used by airline or railway companies is the only contract that exists between the latter and the customer. The customer is responsible for his travel ticket and must therefore bear the consequences in the event of loss, theft or destruction of this travel ticket, an event for which we cannot be held liable. The luggage allowance is generally 20 kg per person on regular flights and 15 kg on charter flights. Excess luggage must be paid for to the company on registration. Bulky objects (wheelchairs, breathing apparatus, push-chairs...) must be reported when registering and may require the payment of additional charges that vary according to air-line companies. Some airline companies charge for help at airports and services provided on board. In the event of luggage damaged or non-delivered by the air-line company, the customer must immediately report this fact to the luggage complaint department at airport arrivals to open a complaint file and fill in a loss or damages claim. The passenger must also keep all original copies of transport documents. Airline companies will not be able to deal with your complaint if you fail to meet these requirements or fail to submit the aforementioned documents. CroisiEurope, acting as an intermediary between the purchaser and the airline company will do its best to find the best solution but cannot be held responsible for possible consequences of luggage damaged or lost. No compensation will be owed by CroisiEurope in such a case.
CARRIER RESPONSABILITY: The consequences of accidents / incidents that may occur during air transport are governed by the clauses of the Warsaw and Montreal Conventions or local rules and regulations that govern national transport in the country in question.
PASSENGER RESPONSABILITY: Each passenger (or his parents or tutors in the case of minors) is responsible and promises to pay the company for any damage to furniture, equipment or any other element that is part of vessel property, any damage in hotels or planes used by the passenger within the scope of his trip. Each passenger (or his parents or tutors in the case of minors) is responsible and promises to pay the company for any fine received by the company because of an action, omission or violation of the law on the part of a passenger, whether intentional or unintentional. Passports must comply with the rules of the countries included in the tour. It is up to passengers to make sure their passport is valid and complies with requirements.
CROISIEUROPE RESPONSIBILITY: In its capacity as cruise organizer, ship-owner and charter company, the obligations of CroisiEurope are defined by the combined clauses of the Tourist Code and those that apply specifically and ipso facto to the navigation of the ship used for the purpose of the cruise and in the absence of such a law, to that of the law dated 15th June 1895, as well as the present conditions of which the cruise passenger acknowledges he has been informed. CroisiEurope shall only be held liable for the crew and vessel. Any anomaly must be reported to the purser. CroisiEurope cannot be held responsible for damage suffered by passengers on land: wounds, accidents, losses, irregularities, delays, default of means of transport, etc., attributable to external companies such as airline companies, hotels, reception agen-cies, restaurant owners, suppliers... Any additional services (transports, accommodation, transfers...) booked in addition to the cruise are not part of its responsibility. The limits of CroisiEurope’s responsibility for bodily injury stands at SDRs 60.000 (SDRs: Special Drawing Rights: International currency) per passenger on vessels belonging to the CroisiEurope fleet in accordance with the rules and regulations of the Strasbourg Convention on Limitation of Liability in Inland Navigation.
CROISIEUROPE INSURANCE: Regarding CroisiEurope’s civil liability insurance concerning passengers and third parties, it is insured for Bodily Injury and Property Damage Liability by the “Protection and Indemnity Club (P&I)” cover. The trip organizer’s professional civil liability is insured in accordance with the clauses of the Tourist Code. Within the limits of the guarantee according to the nature of the damage and per accident and per insurance year, the contract taken out with Allianz covers bodily damage up to €6,100,000, tangible and resulting intangible damage up to €3,000,000 and professional civil liability up to a limit of €3,000,000 (for all bodily, tangible and intangible damage taken together). Professional civil liability insurance policy n° 43884621. Financial liability supplied by A.P.S. – 15, avenue Carnot – 75017 Paris, France.
ASSISTANCE & REPATRIATION COVER: An insurance including medical repatriation and assistance for travellers is included in all our cruises and holidays: Mondial Assistance contract n° 302953. Please contact us for further information.
OPTIONAL INSURANCES: For your own comfort and safety we strongly suggest you take out an insurance that covers cancellation, damage to luggage, civil liability and interrupted stays, on offer by CroisiEurope and taken out with Mondial Assistance at the rate of 3.50 % inclusive of tax of the total amount of your file (or rate to be specified when booking with CroisiVoyages). The general and special conditions of this contract n° 303683 will be given to you when registering for the trip.
GENERAL INFORMATION: Any information published in our brochures (regarding times and itineraries as well as hotel and vessel facilities) is correct at the time of the brochure going to print but is subject to modification. Whenever necessary these will be pointed out to the customer at the time of registration. Maps, photographs and illustrations are meant as a rough guide and are not binding.
PROTECTION OF PERSONAL DATA: In accordance with the Data Protection Act dated 6th January 1978 and the measures regarding the protection of personal data, the information given to CroisiEurope by its co-contractor is necessary to process your order and essential to service management. With the customer’s consent, this data may also be used by CroisiEurope for the purpose of sending the customer special offers or sales proposals, by e-mail or through the post. The co-contracting party has the right to access and modify all personal data by writing to CroisiEurope, Département Marketing, 12, rue de la Division Leclerc, 67000 STRASBOURG, France - stating name, surname and address.
WARNING: This “individual” product is intended for sale throughout the French territory only. Please consult us for any other sales.
General agent CROISIEUROPE 12, rue de la Division Leclerc 67000 STRASBOURG - France Limited company with a capital of € 2.000.000 French tax ID n°: 998.348.601.000.43 French register of Holiday Operators and Asset Trips n° IM067100025 VAT Identification n°: FR 95 998 348 601 Financial liability: A.P.S. Professional Civil Liability: Allianz insurance company: insurance policy n° 43884621.