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This Page: Booking Conditions

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Booking Conditions

Before completing your booking, please read the booking conditions, which are straightforward and confirm what we commit to you, as well as what you commit to us. Your statutory rights are not affected by these conditions.

Your holiday contract is with Kenman Holdings Limited.

When you make a booking with us, you guarantee that you have the authority to accept, and do accept, on behalf of your party, the terms of these booking conditions. A contract will exist as soon as we issue either our letter of confirmation (for holidays using car/ferry travel only), or our confirmation invoice (for holidays including air travel). This contract is made on the terms of the following booking conditions, which are governed by Scottish Law, and the jurisdiction of the Scottish Courts.

All travel arrangements made on your behalf and all tickets issued, are subject to the terms and conditions of the relevant travel operators, CalMac Ferries Limited, Loganair Ltd, British Airways plc, Flybe Ltd and First ScotRail Ltd. Copies of these conditions can be obtained either from ourselves or direct from the travel operators or on our website.

Your financial protection

Holiday insurance

For holidays using car/ferry travel only– 
Total Payment Protection (topp) Policy cover:
In compliance with the UK Package Travel, Package Holidays and Package Tours Regulations 1992 an insurance policy has been arranged with Travel & General Insurance Services Limited (tagis), to protect customers’ prepayments in the unlikely event of our financial failure and paid in respect of
•    non-flight inclusive packages commencing and returning to the UK
•    the ground handling aspects of packages where the customer is responsible for arranging travel to the destination
offered in on this website (subject to the terms of the insurance policy), for:
•    a refund of such prepayments if customers have not yet travelled, or
•    making arrangements to enable the holiday to continue if customers have already travelled, or
•    repatriation of customers to the UK or their home country as may be applicable.

Customers’ prepayments are protected by a topp policy. 

In the unlikely event of financial failure please contact the claims helpline on 0870 0137 965. A copy of the policy is available on request.

This policy is provided by Travel & General Insurance Services Limited (tagis), registered number 02527363 and underwritten by International Insurance Company of Hannover se (Inter Hannover), registered number SE000081. tagis and Inter Hannover are authorised and regulated by the Financial Conduct Authority. A copy of the policy is available on request.

The above protection does not apply to our holidays by air - they are covered by ATOL as described below.

ATOL

The air holidays and flights on this website are ATOL protected -

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

For more information about financial protection and the ATOL Certificate go to:
www.atol.org.uk/ATOLCertificate

Your holiday price

When you make your booking, you must pay a deposit of £75.00 per person. The balance of the holiday price must be paid at least six weeks before your holiday departure date. If the balance is not paid on time, we shall cancel your holiday arrangements and refund to you any balance left after settling any cancellation charges. The price of your travel arrangements may require to be varied due to changes in transportation costs, such as fuel surcharges or airport taxes, changes in VAT etc. If any surcharge totals over 10% of your agreed holiday price, you shall be entitled to cancel the holiday and receive full refund of all monies paid.

If you change your booking

If, after your holiday confirmation has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for change should be made to us in writing by the person who made the original booking. Whilst we will be happy to make any accommodation changes free of charge, there can be cost implications in changing ferry and/or air travel arrangements. We shall advise you of any charges should this situation arise.

If you cancel your holiday

You may cancel your holiday at any time. If you wish to cancel your holiday booking, please arrange for us to be notified, in writing, by the person who made the original booking.  We recommend that you take out insurance against cancellation charges, which are as follows:
Between confirmation of booking and 43 days prior to arrival - administration fee of £25 per person, 42 to 15 days prior to arrival - 50% of the full holiday cost, 14 days or under - 100% of the full holiday cost.

If we change your holiday

If required, we reserve the right to change your holiday arrangements. In the very unlikely event of us having to do so, we shall contact you as soon as possible with details of any changes. If we need to make a major change to your holiday, you shall have the choice of accepting the change or cancelling your booked holiday and receiving a full refund of all monies paid. Timings of ferry and air schedules can be subject to change because of timetable changes, weather conditions or technical problems. We shall not be liable for any loss arising out of delays on scheduled timings on any modes of transportation.

Force majeure

This means we shall not be liable for any loss, inconvenience, expense or injury if you have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, natural disaster, fire or adverse weather conditions.

If you have a complaint

All descriptions of accommodation and travel services are published in good faith and are accurate at time of brochure publication. If you have any complaint or criticism of any aspect of your accommodation during your holiday, please take it up immediately with the accommodation management or owner. Likewise, if you are dissatisfied with any aspect of the service provided by the travel operators, please advise the appropriate member of supervisory staff. We too would appreciate knowing the detail of any such occurrence, together with your view as to whether the problem was remedied to your full satisfaction. If you still feel dis-satisfied we shall make all reasonable endeavours to investigate your complaint and report back to you with our findings. We may, at that stage, offer you a sum of compensation that, at our sole discretion, we feel to be reasonable under the circumstances.

Data protection

The personal information you supply to us will only be used for the purpose of arranging your holiday, updating our customer records, or contacting you for marketing or research purposes. Some relevant information will be passed on to accommodation providers and travel operators in connection with your holiday arrangements. We also occasionally make some names available to other Hebridean businesses whose products we think may interest you. If you do not wish to receive this information, please tick the box on the booking form.

How to make your booking

1. Ideally, discuss your holiday by telephone with one of our holiday advisors – otherwise, complete and post or fax the booking / enquiry form available form the downloads page of this site. Within one working day of receiving your booking request/enquiry, we will contact you with a quotation for your holiday itinerary and cost.

2. If you accept our quotation, within 1 working day we will send you our Letter of Booking Confirmation and Confirmation Invoice, specifying the details of your booking and the agreed holiday price.

3. Seven weeks prior to your holiday start date; we will send you our Sales Invoice for the agreed sum. This invoice will be payable within seven days, either by cheque, debit or credit card, thereby allowing us six weeks to process your ferry tickets, itinerary etc. and to send these items to you by recorded delivery post. Payments by credit card will be surcharged 1%, to cover bank processing charges. Payments by debit card or cheque will not be surcharged.

Book early – and avoid disappointment

Hotel, ferry and flight availability is limited, particularly during the summer months. We strongly recommend that you book as early as possible to give us the best chance of booking the most suitable ferry sailing times and your preferred accommodation.

Late booking – No problem (Subject to availability)

We can usually arrange a holiday with as little as 5 days notice, subject to availability. Just telephone our bookings hotline to arrange your Hebridean adventure. Bookings made within six weeks of your holiday start date must be accompanied by payment in full.

Special reductions for children

Accommodation: Children under 2 – pay only for meals as taken by arrangement with individual hotels.  Children 2 – 15 – Up to 50% reduction - please ask for a quotation.  

Price Promise Guarantee

We check prices regularly, to make sure that our holidays are competitive, both in price and quality.  Our aim is to offer you the best value for money available.

If, within 28 days of booking your holiday with us, you find an identical travel and accommodation package at a lower price with another travel operator, send us your original quotation from the operator and we will match the price or, at our option, cancel your booking and refund all monies paid, allowing you to accept the other operator’s offer.


0845 230 1236

0845 calls to us cost no more than 4p per minute for BT customers/from BT landlines (prices at July 06). Call costs from non-BT lines may vary. 
(Check with your operator for details).

or call 01851 706600
your normal phone operator's charge applies



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