Legal Information

Agent Terms of Business

Agent Terms Of Business

Fraser Campbell Travel – Agent Terms of Business

Version 1 – April 2024

  1. Introduction

We are Fraser Campbell Travel Ltd, trading as Fraser Campbell Travel exclusively. Our company’s number is 15597311 and our office is registered at 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM

When making a reservation/booking we will arrange for You to enter a contract with the Supplier/Principal (Cruise Line/Tour Operator/Other Supplier of travel services) which will be outlined on your transaction statement/reservation confirmation. In these Booking Conditions/Terms of Business, ‘We, Us, Our’ refers exclusively to Fraser Campbell Travel Ltd, which is trading as Fraser Campbell Travel, Company Number: 15597311, registered at 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM. ‘You’ and ‘Your’ refers to all individuals named on the booking, this includes all additions and substitutions to a booking at any time. The term “Lead Name” refers to a named member of the booking party who is over the age of 18 years old, carrying the legal capacity to do so, makes the initial payment at the time of booking and accepts financial responsibility for the booking/reservation. When Your booking has flights arranged by the Supplier/Principal you shall receive an ATOL certificate from this Suppler/Principal as they will be trading as an ‘ATOL Operator’. All flight-inclusive cruises booked by Fraser Campbell Travel will be protected by the operator’s ATOL. 

  1. Reservations

As we are acting as an ‘Agent’ for the Supplier/Principal, We will be obtaining and managing bookings/reservations on behalf of the Suppler/Principal. All bookings/reservations made will be subject to the Supplier/Principal’s terms and conditions. The Supplier/Principal’s terms and conditions are available in their up-to-date brochure and live on their website. If you require access to these terms and conditions, We will be able to assist in providing them to You, prior to, during and after Your booking. If You have any questions about the Suppliers/Principals terms and conditions prior to booking with Fraser Campbell Travel You must raise these prior to making a booking. 

A booking is secured by paying the full required deposit (or full balance due in late bookings), once a booking has been made, a binding contract between You and the Suppler/Principal will be formed and accepted. During the time of booking the ‘Lead Name’ on each booking will guarantee that they have the legal authority and capacity to act on behalf of other named persons on the booking. Once the booking has been made, We will send you a booking confirmation on the Supplier/Principals behalf. It is Your responsibility to verify all information on this confirmation is correct and relevant. Any incorrect information must be raised to Us immediately, charges may be applied for changes of details, dependent on the Supplier/Principals terms and conditions. Furthermore, it is Your responsibility to read and understand the Suppliers/Principals terms and conditions before placing a booking/reservation with Us, if further clarification is needed, this must be addressed before placing the booking.

As Fraser Campbell Travel are acting as an agent to the Supplier/Principal, We can accept no responsibility for the acts or omissions of the Supplier/Principal or for the services which they provide.

  1. Price & Payment Terms

To make/confirm a booking with Fraser Campbell Travel You are required to pay a required deposit or make the full payment of the holiday if booking within the Suppliers/Principals full balance due date. When only a deposit is taken, the full balance due date will be confirmed to you verbally and written on your confirmation from Fraser Campbell Travel. If the full payment is not received by the full balance due date Your booking will be cancelled and You shall be charged the cancelation fees which are outlined in the Suppliers/Principals booking terms and conditions. Please ensure that You have fully read, understood, and accepted the Suppliers/Principals terms and conditions as most deposits are not refundable.

If You do not supply the full required deposit, this will not be considered a booking, and the price will be subject to change at any time. To confirm a booking, the full required deposit must be paid. If Your credit/debit card is declined or You fail to provide correct details to make a payment Your booking will not be made. If this occurs when making payments toward a reservation/booking, it is Your responsibility to have this resolved by the full balance due date. If there is still an outstanding balance on the reservation/booking after the full balance due date, Your booking maybe cancelled.

Some Suppliers/Principals can offer forms of discounts. Passenger Relations Discounts (PRD) or Future Cruise Credits (FCC). If You have received one of these discounts from a Supplier/Principal, this must be applied at the time of making the reservation/booking. These discounts shall reduce the Suppliers/Principals full price only.

To ensure that Your funds reach the Supplier/Principal before their balance due date, We recommend paying the full balance due to Fraser Campbell Travel 5 working days prior to the full balance due date.

  1. Financial Protection

 At the time of making your reservation/booking you will be informed of the financial protection which applies to your booking. We ask that you also check the Suppliers/Principals terms and conditions which shall outline their financial protection of Your booking with them. If your cruise includes a flight, this will be protected with the Suppliers/Principals ATOL license, and You shall receive an ATOL Certificate in Your booking/reservation confirmation. The ATOL Certificate outlines what financial protection You are covered by and where to get further information or who to contact in the event that you need assistance pertaining to your flights.

  1. Client Amendments to Reservations

 Any amendments or cancellations of Your booking can be completed in accordance with the Suppliers/Principals booking terms and condition. Any changes or cancelation of Your booking may result in additional charges or cancelation fees. These shall be outlined to you before making any amendments or cancelations to Your booking.

You can cancel a booking at any time with the understanding and acceptance of the financial responsibility and requirements to cancel. The “Lead Name” on a booking must be the person to cancel a booking, if the ‘Lead Name’ is not able to action the cancelation request, Fraser Campbell Travel must receive an instruction, in writing from the “Lead Name” or the “Lead Name’s” Legal Power of Attorney (LPA).

  1. Supplier/Principal Amendments to Reservations

 If the Supplier/Principal informs Us that there has been any change to Your reservation/booking We will inform the ‘Lead Name’ on each booking. If the Supplier/Principal provides any alternative arrangements or refunds these shall be outlined to the ‘Lead Name’. If a decision is required, this must be confirmed by the ‘Lead Name’ within the Suppliers/Principals stipulated date. If You do not inform Fraser Campbell Travel of your agreed decision the Supplier/Principal will have the right to assume Your decision and action accordingly. Fraser Campbell Travel accepts no responsibility or liability for changes or cancelations made to Your arrangements by the Supplier/Principal under Your contract with them. 

  1. Insurance Policy for Travel

 It is Your responsibility to have relevant and accurate travel insurance in order to cover You and all named parties on your booking before booking with Fraser Campbell Travel. The policy should cover protection of cancelation by you, the “Lead Name”, the cost of medical care and full international repatriation to the United Kingdom in the event of sickness and or accident, lost or missing baggage, itinerary/port change and other expenses which may impact your holiday.

If you fail to take out the correct travel insurance and do not provide Fraser Campbell Travel with these details 90 days before your travel, it will be considered shall be considered a material breach of this Terms of Business/Booking Conditions which can entitle Fraser Campbell Travel to cancel your booking arrangements. 

  1. Passport & Visas

 You and all named guests on a booking with Fraser Campbell Travel must have a valid passport with at least 6 months of validity at all times of Your travel. This includes your return date to the United Kingdom. Additionally, the issue date of your passport must not exceed 10 years of your return date to the United Kingdom. It is Your responsibility to ensure all passports adhere to these requirements as it can affect Your ability to travel and in some incidences, You or a named member of Your booking may be unable to travel.

It is Your responsibility to ensure You and all named parties on Your booking have the correct and valid visas for travelling countries within your arrangements booked by Fraser Campbell Travel. If you have any questions regarding Visa requirements, please contact a member of our Concierge Team on 02045 860655 please note, we provide general advice and any detailed questions will be referred to You to raise with the specific embassy/consulate.

Please note, some cruise operators operating itineraries exclusively calling in ports within the United Kingdom may still require a valid passport with at least six (6) months validity for the entire duration of Your cruise. Please check with our Concierge Team if you have any questions or concerns.  

  1. Health

 Fraser Campbell Travel will be able to assist with general enquires regarding Your health to travel. In some instances, We shall refer your information and or questions to the Supplier/Operator to ensure that they can appropriately accommodate You or Your party. If you have any additional questions You should check with your GP for advice regarding Your circumstances.

Some countries require vaccinations and other health requirements, if You reservation/booking is visiting one of these countries or areas, the Supplier/Principal shall outline this.

  1. Data Privacy

 At Fraser Campbell Travel, we are committed to protecting Your details at all times. When contacting Us, requesting a quotation or making a reservation with Us, You, and all named parties on a booking/reservation consent to our use of personal data which is in accordance with our Privacy Policy. You also have the necessary authorisation to disclose other peoples personal details to Us on their behalf, including, where applicable, special and sensitive categories of data, such as, health conditions, disabilities or dietary requirements.

  1. Fraser Campbell Travel LTD’s Responsibility

 As We are acting are acting as an Agent for the Supplier/Principal, Your contract is with the Supplier/Principal and their terms and conditions. Our responsibilities are limited to making the booking in line with your instruction/s, we can accept no responsibility in the provisions of the delivery or quality of the arrangement which the Supplier/Principal provides. We accept no responsibility regarding the any information which We communicate to You.

Under these Agency Terms of Business, we are only liable to You for Our own negligence and/or breach of Our obligations. As an Agent, we are not liable for the omissions and/or acts for the Supplier/Principal, and You should consider redress under the terms and conditions of the Supplier/Principal, if You consider that You have a valid claim against the Supplier/Principal.

  1. Delivery of Documents

 Fraser Campbell Travel will deliver various documents to You throughout the booking process. We shall deliver documents via email and via post. At the time of making the reservation/booking the ‘Lead Name’ shall give an email address and address which they can access. If You do not wish to receive letters or packages pertaining to your booking and only documents via email, You can select to opt into our Sustainability Program by informing Us prior to travel. 

  1. Website Accuracy

 At Fraser Campbell Travel, We make every effort to ensure all details and information displayed on Our website is accurate and correct. However, it is possible that errors are present on Fraser Campbell Travel’s website. If you have any questions in relation to information displayed on Our website, these must be raised before making your Reservation/Booking with Us.

  1. Additional Onboard Charges

 Depending on the Supplier/Principal which You travel with, additional charges apply to items onboard. Before making your reservation/booking You must understand and agree which items aboard may incur an additional charge. Our Concierge Team are happy to discuss inclusions and additional onboard costs with you before You make Your booking/reservation.

Depending on the Supplier/Operator there will be a policy regarding onboard tipping and gratuities. Many luxury Suppliers/Operators will have tips/gratuities included in Your fare, however, some will add a discretionary or compulsory daily charge to Your onboard account. Some Suppliers/Principals will offer You to pay tips before you travel. If You have any questions, please speak with Our Concierge Team.

Other gratuities may apply to services onboard, including but not limited to, bar purchases, speciality restaurants or spa services. Some Suppliers/Principals will not cover this in the pre-purchased tips and may be compulsory. If You have any questions, please speak with Our Concierge Team. 

It is Your responsibility to settle Your onboard account with the Supplier/Principal before disembarking.

  1. Complaints

 It is important to note, the contracts are between You and the Supplier/Principal. Any complaint directly related to the Supplier/Principal must be raised to them.

If during Your holiday you have a complaint regarding Fraser Campbell Travel or the Supplier/Principal, you must raise this complaint at your earliest connivence to the Supplier/Principal and to Fraser Campbell Travel. This shall allow the Supplier/Principal and Fraser Campbell Travel to take appropriate steps to remedy Your complaint while you are on holiday. You can reach Fraser Campbell Travel via 02045 860655 and concierge@frasercampbelltravel.com.

On your return to the United Kingdom, if a complaint regarding Fraser Campbell Travel has not been remedied, please contact Our Customer Service Team via 02045 860655 or via email concierge@frasercampbelltravel.com within 28 days of your return to the U.K. We aim to respond confirmation of the complaint within 5 working days, and We shall work on an appropriate solution to remedy your complaint within 28 days. If the complaint involves operator/s and or supplier/s this may take a longer time if their responses are not within this time.

If raising a complaint, You must provide us with evidence to support your complaint in order for Us take the appropriate steps to remedy your complaint. If any additional costs have been incurred in relation to the complaint, you must provide evidence of these costs to Fraser Campbell Travel.

If complaints have not been raised with the operator/s and or supplier/s at the time of the issue, Fraser Campbell Travel will have been afforded the suitable time to investigate and remedy Your complaint while you are on holiday. This may affect your rights under this booking.

  1. Membership Program

We operate a membership program, when placing Your first booking with Us, You shall be asked whether You and all named parties on Your booking would like to enter the program. If You agree and complete the necessary documentation, We will add you to Our membership program.

While We make every effort to ensure You gain a benefit from being a part of Our membership program, We are not contractually obliged to deliver on any benefits within this program when You book with Us. If applicable, We calculate gift/amenity value on several factors and therefore the value of gifts/amenities can change from booking to booking dependent on these factors.

Any members who live at the same address, shall receive the benefit level of the individual who hold the highest tier within that household.

  1. Applicable Laws

These Agency Terms of Business and all matters arising from it are governed by English law and subject to the exclusive jurisdiction of the Courts of England and Wales.

FRASER CAMPBELL TRAVEL LTD PRIVACY POLICY

 

This Privacy Policy applies between you, the User of this Website, and Fraser Campbell Travel Ltd, the owner and provider of this Website. Fraser Campbell Travel Ltd takes the privacy of your information very seriously. This Privacy Policy applies to our use of any and all Data collected by us or provided by you in relation to your use of the Website.

 

This Privacy Policy should be read alongside, and in addition to, our Terms and Conditions, which can be found at: frasercampbelltravel.com/legal.

 

Please read this Privacy Policy carefully.

 

Definitions and Interpretation

 

  1. In this Privacy Policy, the following definitions are used:

 

Data: collectively all information that you submit to Fraser Campbell Travel Ltd via the Website. This definition incorporates, where applicable, the definitions provided in the Data Protection Laws;

 

Data Protection Laws: any applicable law relating to the processing of personal Data, including but not limited to the GDPR, and any national implementing and supplementary laws, regulations and secondary legislation;

 

GDPR: the UK General Data Protection Regulation;

 

Fraser Campbell Travel Ltd , we or us: Fraser Campbell Travel Ltd, a company incorporated in England and Wales with registered number 15597311 whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ;

 

User or you: any third party that accesses the Website and is not either (i) employed by Fraser Campbell Travel Ltd and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Fraser Campbell Travel Ltd and accessing the Website in connection with the provision of such services; and

 

Website: the website that you are currently using, frasercampbelltravel.com, and any sub-domains of this site unless expressly excluded by their own terms and conditions.

 

  1. In this Privacy Policy, unless the context requires a different interpretation:
    1. the singular includes the plural and vice versa;
    2. references to sub-clauses, clauses, schedules or appendices are to sub-clauses, clauses, schedules or appendices of this Privacy Policy;
    3. a reference to a person includes firms, companies, government entities, trusts and partnerships;
    4. “including” is understood to mean “including without limitation”;
    5. reference to any statutory provision includes any modification or amendment of it;
    6. the headings and sub-headings do not form part of this Privacy Policy.

 

Scope of this Privacy Policy

 

  1. This Privacy Policy applies only to the actions of Fraser Campbell Travel Ltd and Users with respect to this Website. It does not extend to any websites that can be accessed from this Website including, but not limited to, any links we may provide to social media websites.

 

  1. For purposes of the applicable Data Protection Laws, Fraser Campbell Travel Ltd is the “data controller”. This means that Fraser Campbell Travel Ltd determines the purposes for which, and the manner in which, your Data is processed.

 

Data Collected

 

  1. We may collect the following Data, which includes personal Data, from you:
    1. name;
    2. date of birth;
    3. gender;
    4. contact Information such as email addresses and telephone numbers;
    5. demographic information such as postcode, preferences and interests;
    6. financial information such as credit / debit card numbers;
    7. passport information;
    8. address;
    9. dietary & medical needs;
    10. insurance information;
    11. emergency contact information;

 

in each case, in accordance with this Privacy Policy.

 

How We Collect Data

 

  1. We collect Data in the following ways:
    1. data is given to us by you; and
    2. data is collected automatically.

 

Data That is Given to Us by You

 

  1. Fraser Campbell Travel Ltd will collect your Data in a number of ways, for example:
    1. when you contact us through the Website, by telephone, post, e-mail or through any other means;
    2. when you register with us and set up an account to receive our products/services;
    3. when you make payments to us, through this Website, by telephone or otherwise;
    4. when you elect to receive marketing communications from us;
    5. when you use our services;

 

in each case, in accordance with this Privacy Policy.

 

Data That is Collected Automatically

 

  1. To the extent that you access the Website, we will collect your Data automatically, for example:
    1. we automatically collect some information about your visit to the Website. This information helps us to make improvements to Website content and navigation, and includes your IP address, the date, times and frequency with which you access the Website and the way you use and interact with its content.

 

Our Use of Data

 

  1. Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience when using our Website. Specifically, Data may be used by us for the following reasons:
    1. internal record keeping;
    2. improvement of our products / services;
    3. transmission by email of marketing materials that may be of interest to you;

 

in each case, in accordance with this Privacy Policy. 10.

 

  1. We may use your Data for the above purposes if we deem it necessary to do so for our legitimate interests. If you are not satisfied with this, you have the right to object in certain circumstances (see the section headed “Your rights” below).

 

  1. For the delivery of direct marketing to you via e-mail, we’ll need your consent, whether via an opt-in or soft-opt-in:
    1. soft opt-in consent is a specific type of consent which applies when you have previously engaged with us (for example, you contact us to ask us for more details about a particular product/service, and we are marketing similar products/services). Under “soft opt-in” consent, we will take your consent as given unless you opt-out.
    2. for other types of e-marketing, we are required to obtain your explicit consent; that is, you need to take positive and affirmative action when consenting by, for example, checking a tick box that we’ll provide.
    3. if you are not satisfied with our approach to marketing, you have the right to withdraw consent at any time. To find out how to withdraw your consent, see the section headed “Your rights” below.

 

  1. When you register with us and set up an account to receive our services, the legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.

 

Who We Share Data With

  1. We may share your Data with the following groups of people for the following reasons:
    1. our employees, agents and/or professional advisors – to obtain the relevant information regarding each client to process your requests;
    2. third party service providers who provide services to us which require the processing of personal data – to conduct reservations and bookings for cruise lines and to preform our services;
    3. third party payment providers who process payments made over the Website and our telephone centres – to enable third party payment providers to process user payments and refunds;
    4. Cruise Line & Travel Operators – to conduct reservations and bookings for cruise lines and to preform our services.

 

in each case, in accordance with this Privacy Policy.

 

Keeping Data Secure

 

  1. We will use technical and organisational measures to safeguard your Data, for example:
    1. access to your account is controlled by a password and a user name that is unique to you.
    2. we store your Data on secure servers.
    3. payment details are encrypted using SSL technology (typically you will see a lock icon or green address bar (or both) in your browser when we use this technology.

 

  1. Technical and organisational measures include measures to deal with any suspected data breach. If you suspect any misuse or loss or unauthorised access to your Data, please let us know immediately by contacting us via this e-mail address: concierge@frasercampbelltravel.com.

 

  1. If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.

 

Data Retention

 

  1. Unless a longer retention period is required or permitted by law, we will only hold your Data on our systems for the period necessary to fulfil the purposes outlined in this Privacy Policy or until you request that the Data be deleted.

 

  1. Even if we delete your Data, it may persist on backup or archival media for legal, tax or regulatory purposes.

 

Your Rights

  1. You have the following rights in relation to your Data:
    1. Right to access – the right to request (i) copies of the information we hold about you at any time, or (ii) that we modify, update or delete such information. If we provide you with access to the information we hold about you, we will not charge you for this, unless your request is “manifestly unfounded or excessive.” Where we are legally permitted to do so, we may refuse your request. If we refuse your request, we will tell you the reasons why.
    2. Right to correct – the right to have your Data rectified if it is inaccurate or incomplete.
    3. Right to erase – the right to request that we delete or remove your Data from our systems.
    4. Right to restrict our use of your Data – the right to “block” us from using your Data or limit the way in which we can use it.
    5. Right to data portability – the right to request that we move, copy or transfer your Data.
    6. Right to object – the right to object to our use of your Data including where we use it for our legitimate interests.

 

  1. To make enquiries, exercise any of your rights set out above, or withdraw your consent to the processing of your Data (where consent is our legal basis for processing your Data), please contact us via this e-mail address: concierge@frasercampbelltravel.com.

 

  1. If you are not satisfied with the way a complaint you make in relation to your Data is handled by us, you may be able to refer your complaint to the relevant data protection authority. For the UK, this is the Information Commissioner’s Office (ICO). The ICO’s contact details can be found on their website at https://ico.org.uk/.

 

  1. It is important that the Data we hold about you is accurate and current. Please keep us informed if your Data changes during the period for which we hold it.

 

Transfers Outside the United Kingdom and European Economic Area

 

  1. Data which we collect from you may be stored and processed in and transferred to countries outside of the UK and European Economic Area (EEA). For example, this could occur if our servers are located in a country outside the UK or EEA or one of our service providers is situated in a country outside the UK or EEA. We also share information with our group companies, some of which are located outside the UK or EEA.

 

  1. We will only transfer Data outside the UK or EEA where it is compliant with data protection legislation and the means of transfer provides adequate safeguards in relation to your data, e.g. by way of data transfer agreement, incorporating the current standard contractual clauses adopted by the European Commission.

 

  1. To ensure that your Data receives an adequate level of protection, we have put in place appropriate safeguards and procedures with the third parties we share your Data with. This ensures your Data is treated by those third parties in a way that is consistent with the Data Protection Laws.

 

Links to Other Websites

 

  1. This Website may, from time to time, provide links to other websites. We have no control over such websites and are not responsible for the content of these websites. This Privacy Policy does not extend to your use of such websites. You are advised to read the Privacy Policy or statement of other websites prior to using them.

 

Changes of Business Ownership and Control

 

  1. Fraser Campbell Travel Ltd may, from time to time, expand or reduce our business and this may involve the sale and /or the transfer of control of all or part of Fraser Campbell Travel Ltd. Data provided by Users will, where it is relevant to any part of our business so transferred, be transferred along with that part and the new owner or newly controlling party will, under the terms of this Privacy Policy, be permitted to use the Data for the purposes for which it was originally supplied to us.

 

  1. We may also disclose Data to a prospective purchaser of our business or any part of it.

 

  1. In the above instances, we will take steps with the aim of ensuring your privacy is protected.

 

General

 

  1. You may not transfer any of your rights under this Privacy Policy to any other person. We may transfer our rights under this Privacy Policy where we reasonably believe your rights will not be affected.

 

  1. If any court or competent authority finds that any provision of this Privacy Policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this Privacy Policy will not be affected.

 

  1. Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

 

  1. This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.

 

Changes to This Privacy Policy

 

  1. Fraser Campbell Travel Ltd reserves the right to change this Privacy Policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Website and you are deemed to have accepted the terms of the Privacy Policy on your first use of the Website following the alterations.

 

You may contact Fraser Campbell Travel Ltd by email at concierge@frasercampbelltravel.com.

 

This Privacy Policy was created on 10 April 2024

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