01 2311800

Call us Mon-Fri 9am to 5pm

Booking Terms and Conditions


    Registered Address: Marina House, Clarence Street, Dun Laoghaire, Co. Dublin, CRO. No 159936

Tour Operator Licence Number: TO 101 Travel Agent Licence Number: TA 731

Telephone: (01) 2311800. Website: www.sunway.ie

Please read very carefully the conditions set out here under before signing. CONTRACT WITH SUNWAY TRAVEL LIMITED:

No contract shall arise until SUNWAY TRAVEL LIMITED has (i) issued a confirmation number (; (ii) received a deposit or full payment for the holiday; and (iii) has issued written confirmation of its acceptance to the Retailer as the agent of the Organiser or to the Consumer.

##A: PACKAGE HOLIDAYS: BOOKING TERMS AND CONDITIONS

The following Terms & Conditions apply when you book a Package Holiday with Sunway and all amendments to your booking whether made by you or by Sunway.
In this Booking Form the word “Organiser” means, Sunway Travel Limited or Sunway Limited (* please refer above) the person who arranges your transport, accommodation etc. and who offers it as a holiday who is responsible for the proper performance of all travel services included in the booking. “ Consumer” means you, the person who takes or agrees to take the holiday or any person on whose behalf you agree to purchase the holiday and who is listed on your confirmation invoice or any other person to whom you transfer a holiday which you have bought. The “Retailer” is the person who sells or offers to sell the holiday to you, he is not responsible for organising the flight, accommodation or other component parts of the holiday.

**COVID-19 Health & Safety**

Travel worldwide has been impacted by the COVID-19 pandemic and in order to manage the risks posed by COVID-19, governments and regulatory authorities have issued various laws, regulations and guidance.

Laws, regulations and the suppliers (such as airlines, hoteliers, transfer suppliers and other service suppliers) may oblige You (which includes all members of your party) to follow protocols aimed at managing the COVID-19 risk, such as undergoing temperature checks, the provision of health information, the production of certificates confirming Your COVID-19 status, wearing personal protective equipment such as face-masks and gloves and adhering to social distancing requirements. In resort the number of persons who may use facilities or services at any particular time may be limited, the availability of certain facilities and services (e.g. buffet and self-service restaurants), spas, pools and entertainment may be restricted or not available, accommodation configurations may be changed, it may be necessary to pre-book facilities and services, and enhanced sanitisation measures and other hygiene requirements may be in place.

Airports, ports, border control or other third parties may oblige You to undertake take a COVID-19 PCR tests or other COVID-19 risk management measures as a condition of entry or departure or so as to avail of services. It is Your obligation to obtain details of these requirements prior to departure and ensure adherence to same. Failure or refusal to meet these requirements, may result in denied boarding, entry or return or the use of some other facility or service. Sunway Travel shall not be liable for any refunds or compensation in such instances.

Quarantine or self-isolation measures may be imposed on You, either in the resort or on return and such measures are subject to change, and can be imposed at short notice. Sunway Travel shall not be liable for any costs that arise in in relation to such matters.

Should You contract COVID-19 during travel, You may be required to self-isolate or adhere to other COVID-19 risk management protocols and suppliers may not be in a position to provide the relevant service(s). In such a situation, Sunway Travel will provide such reasonable assistance as it is possible, but will not be responsible for covering any additional costs incurred by the traveller such as refunding or compensating for any reduction of the holiday, additional, unused, cancelled or rebooked transport and/or accommodation costs or other associated costs.

Sunway Travel shall have no liability for any refunds, compensation, losses, costs, expenses or damages incurred by You relating to any of the above or if You are unable to travel or make use of all or part of the holiday because of these matters.

It is your responsibility to arrange adequate travel insurance to cover You. Your insurance should include cover against COVID-19 and other health related incidents which may affect or curtail Your booking.


The terms of the contract between the Consumer and the Organiser are contained solely in these Booking Conditions, the Organiser’s confirmation, the Organiser’s brochure or other descriptive material, any airline or sailing ticket issued and the itinerary issued by the Organiser.
(b) The Organiser reserves the right to terminate the contract with the Consumer if the behaviour or conduct of the Consumer either prior to or during a holiday is likely to endanger the safety or well being of other Consumers in his company or that of the Consumer himself, the Organiser or that of the Organiser’s representatives, contractors, agents or employees and the cancellation charges as provided for in clause 3 of this Booking Form are payable by the Consumer Further, where as a result of the Consumer’s actions or the actions of any other person who is listed on this Booking Form either or both of the following incidents occurs:

(i) There is a delay or diversion to the means of transportation the subject of this contract;

(ii) The accommodation in which the Consumer is staying is damaged; the Consumer, hereby agrees to indemnify the Organiser against any claim (including legal costs) made against the Organiser in relation to the occurrence of such incidents The Organiser further reserves the right to decline any future booking, where the behaviour or conduct of a Consumer, during the course of a holiday results in offence or injury to others.

(c) Minimum Age: Any passengers who are under 18 years at date of departure (a minor) must be accompanied by an adult (over 18 years of age on date of departure) and will not be permitted to travel in
circumstances where the minor is not accompanied by an adult (over 18 years of age on date of departure) and in such circumstances 100% cancellation charges will apply.

**2. Persons With Special Needs**

It shall be the Consumer’s responsibility to disclose to the Organiser prior to booking any physical or mental condition of a member of his party which may be relevant. Consumers are required to complete and return the Organiser’s Special Needs Form detailing any special requirements which they may have as a consequence of any physical or mental condition. No liability shall attach to the Organiser for the provision of an unsuitable holiday for a person with special needs where disclosure of the disability has not been made to the Retailer or to the Organiser where booking has been made directly with the Organiser. The Organiser reserves the right to decline to provide a holiday for a person with special needs where in the Organiser’s opinion that holiday would be inconsistent with the special needs of that person. Please note that it may be necessary to levy surcharges to cover the additional cost of providing suitable transfers and any other special needs requirements, subject to availability.

**3. PAYMENT**

(a) The holiday must be paid for in full at least 10 weeks before the scheduled date of departure. Exceptions below;

- General Cruise 14 weeks
- Web Fares 12 weeks
- Escorted Tours 14 weeks
- Luxury Cruise 15 weeks
- Niche Holidays 16 weeks
- Club Med 12 weeks

The remaining balance payment will automatically be taken from your credit/debit card if full payment is not received on/before the balance due date. The balance due will appear on your confirmation invoice. If there is a failure to pay by that date, the Organiser shall have the option to cancel the holiday. Please refer to your holiday invoice for balance amount due. If the Organiser exercises that option or if the Consumer cancels the holiday (which cancellation must be notified in writing to the Organiser) the following cancellations are payable by the Consumer: (these cancellation charges are applied in order to cover the Organiser's expected losses for the transport and accommodation services that the Organiser pays for in advance)

- More than 70 days before the departure date, any deposit paid is forfeited.
- Within 29-69 days of departure 50% of the cost of the holiday is forfeited or loss of deposit, whichever is greater.
- Within 22-28 days of departure 70% of the cost of the holiday is forfeited.
- Within 8 - 21 days of departure 90% of the cost of the holiday is forfeited.
- Within 7 days of departure 100% of the cost of the holiday is forfeited.

All cancellation charges apply to each person covered by a booking. As cancellation cover applies immediately, any insurance premium paid is not refundable.

(b) Airfares scheduled tickets, attraction tickets. Cancellation of holiday involving ticketed scheduled flights will incur the above charges together with additional charges made by the airline.
(c) Without prejudice to clause 3{a} above, NO TICKETS SHALL BE RELEASED UNTIL SUCH TIME AS ALL MONIES DUE AND OWING TO THE ORGANISER BY THE CONSUMER {as defined above} ARE PAID IN FULL.

CANCELLATION FOR NON-PAYMENT If the holiday is not paid for by the due date, the Organiser shall have the right to cancel the holiday. If the Organiser, at the request of the Consumer or Retailer, agrees to delay cancellation of the holiday, then if the Organiser subsequently cancels for non-payment, the cancellation charges set out in clause 3 shall apply and be payable by the Consumer.
Full payment is required at the time of booking for web fares for high season dates, such as but not limited to Easter & Christmas holidays and Mid term breaks.

**4. TRANSFERRING YOUR BOOKING**

(a) You may transfer his booking to a person who satisfies all the conditions required to be satisfied by a person who takes the holiday having first given the Organiser or Retailer reasonable notice in writing of his intention to do so before the departure date (such notice shall not be less than 7 days prior to the date of departure).The transferee of the Consumer must sign a Booking Form and comply with any other requirements of the Organiser applicable to the holiday.
(b) A Consumer who transfers a holiday booking shall be jointly and severally liable with the transferee to the Organiser or Retailer for payment of any balance due in respect of the holiday and for a substitution fee of ?32 per person substituted, subject to a maximum of €130 per booking (or such other greater sum as may be authorised).
(c) Insurance is not transferable.
(d) The Consumer who transfers a holiday booking and the transferee should be aware that some suppliers, such as carriers, impose cancellation fees and apply restrictions which are not within the control of the Organiser and for which the Organiser shall not be held liable.

**5. ALTERATION AND CANCELLATION BY THE CONSUMER**

Changing your booking If after acceptance by the Organiser a Consumer wishes to alter a holiday, the Organiser may do so at its discretion if practicable, to facilitate that change. A request for alteration must be made by the Consumer in writing to the Retailer (who shall forward same to the Organiser) or where the booking has been made directly with the Organiser to the Organiser and must be accompanied by a payment of €32 per person, which payment is not refundable. If the alteration is impracticable the original holiday arrangement shall continue to apply. No alteration by the Consumer shall be effective until such time as the Organiser issues written confirmation of acceptance of such alteration and the contract between the Organiser and the Consumer shall be thereby amended to include such alteration. If only some of the Consumers booking request a change, which is found to be practicable a price adjustment for all Consumers on the same booking may be payable and must be discharged on the date shown in the Organiser’s written confirmation of such change. If default is made by the Consumer in complying with the foregoing requirements, the Organiser shall have the right to cancel the holiday in accordance with clause 3 and the cancellation charges as provided for in clause 3 are payable by the Consumer. Once travel has commenced, no changes or alterations may be made by the Consumer and no refunds shall be made by the Consumer and no refunds shall be made in respect of flights or other travel arrangements, which are not availed of. Unfortunately, our Turkey and Lapland charter bookings, cannot be transferred to another future year. 

Cancelling your booking
You may cancel your booking at any time before the start of your holiday in return for payment of the cancellation fees details of which are set out in clause 3 above. You also have the right to cancel your booking before the start of your holiday, without paying cancellation charges, in the event of unavoidable and extraordinary circumstances (see clause e(f)) occurring at the place of destination or its immediate vicinity and significantly affecting the performance of your package or which significantly affects the carriage of passengers to the destination. You will be entitled to a full refund of any monies you have paid (except for any insurance premiums, unless you can show us that you cannot reuse your policy), but shall not be entitled to additional compensation.

**6. SPECIAL REQUESTS**

Special requests (e.g. ground floor accommodation, sea view, etc.), shall be communicated by the Consumer in writing to the Organiser or Retailer at the time of making the booking. The Organiser shall use reasonable endeavours to fulfil such requests. However, special requests cannot be guaranteed and do not form part of the contract. No liability shall attach to the Organiser for failure to comply with a special request. Special requests cannot be processed within six weeks of departure. *Please note when booking car hire that the car make and model cannot be guaranteed and are on a request basis.

**7. ACCOMMODATION ON REQUEST**

Where accommodation is “on request” an additional administration charge of €32 will be payable by the Consumer. This charge will be credited to the cost of the holiday once a booking is confirmed. If the Organiser is unable to obtain the particular accommodation requested by the Consumer, the Organiser shall take all reasonable steps to make a comparable alternative available to the Consumer. If the accommodation requested by the Consumer cannot be confirmed or an alternative offered or if the alternative offered is not acceptable to time Consumer, the Consumer shall be entitled to a refund of all monies paid to the Organiser less a €32 administration charge per person.

**8. ALTERATIONS AND CANCELLATIONS BY THE ORGANISER**

(a) Without prejudice to your statutory rights, we reserve the right to, cancel, curtail or make changes to your holiday arrangements at any time, including when there are not enough people booked and we have notified you of the minimum number required. In these circumstances we’ll let you know based on the duration of your holiday as follows:

Duration of your package Notice of Cancellation
More than 6 days 20 days before departure
Between 2 and 6 days 7 days before departure
Less than 2 days 48 hours before departure

If we cancel your booking, we will pay you compensation in accordance with clause 8 (c) below, unless the reason for the cancellation was due to UECs or where the minimum number of persons required for the package to take place has not been reached, or for non-payment of your balance.
(b) i If prior to the departure date there is a cancellation alteration, change or curtailment relating to a holiday, which results in more than 18 hours change in the time of departure or a change of resort or in the type of accommodation offered, or some other change which fundamentally alters the holiday, the Consumer shall be entitled to withdraw from the contract without penalty or to accept the alteration to the contract.
(b) ii The Consumer shall inform the Organiser or the Retailer (as appropriate, in light of the Organisers instructions) of his decision to accept the alteration to the contract or to withdraw from the contract, in writing within 7 days from the date upon which the Consumer was notified of a circumstance falling within clause 8(b) i Where the Consumer confirms acceptance of the alteration to the contract, the contract between the Organiser and the Consumer shall be thereby amended to include ‘such alteration.
(b) iii Where the Consumer withdraws from the contract pursuant to clause 8 (b)i or where the Organiser, for any reason other than the fault of the Consumer, cancels the package prior to departure the Consumer is entitled (a) to take a replacement package of equivalent or superior quality if the Organiser (whether directly or through a retailer) is able to offer such a replacement, as may be offered by the Organiser; or (b) to take a replacement package of lower quality if the Organiser is able to offer such a replacement and to recover from the Organiser the difference in price between that of the package purchased and the replacement package, as may be offered by the Organiser; or (c) to have repaid as soon as possible all the monies paid under the contract.
(b) iv In the event that the offer of an alternative holiday is not accepted by the Consumer, in writing within such time as shall be determined by the Organiser from the date of the issue of the alternative holiday the organiser shall assume that the consumer has declined such offer and the consumer shall only be entitled to return of payments made.
(c) Further, where the Organiser cancels, alters, changes or curtails the holiday as contemplated in sub-paragraph (b)i of this clause the Consumer shall be entitled to receive compensation in accordance with the scale set-out in this sub-paragraph. No compensation shall be payable where the alteration is for reasons referred to in sub-paragraphs (a) of this clause or where the Consumer accepts the alterations provided for in clause 8 (b)ii.

Notification period prior to departure date. Compensation per person
Within 8 Weeks €20.00
Within 6 Weeks €32.00
Within 4 Weeks €45.00
Within 2 Weeks €64.00
(f) In these Terms and Conditions, the term unavoidable and extraordinary circumstances means a situation beyond our control (or your control, if you are invoking such a situation), the consequences of which could not have been avoided even if all reasonable measures had been taken, including warfare, other serious security problems such as terrorism, significant risks to human health, such as the outbreak of a serious disease, at the travel destination, or natural disasters such as floods, earthquakes, or weather conditions which make it impossible to travel safely to the destination as agreed in your booking, natural disasters, fire or other destruction of any vessel, craft or vehicle to be used in connection with a holiday, riots, civil commotion, exercise of legislative, municipal, military or other authority, strikes, industrial action, requisition of equipment, mechanical breakdown, shortage of fuel, insolvency or default of any carrier or service supplier connected with a holiday, fraud perpetrated against us or any other reason beyond.

**9. INSURANCE**

It is a condition of this contract that the Consumer is covered either by the travel insurance scheme arranged by the Organiser or covered by another travel insurance scheme which furnishes the Consumer with at least the same level of cover as that afforded by the travel scheme arranged by the Organiser. 

The Consumer’s attention is drawn to the exclusion clauses and excesses on the insurance policy and to the obligation contained therein to disclose any material facts arranged by the Organiser. It is the responsibility of the consumer to read their insurance policy before they travel and check that the insurance scheme provides the consumer with the desired level of cover.. It is the responsibility of the Consumer to check that the Insurance cover scheme provides the Consumer with his desired level of cover and report any pre existing illness to the Insurance Company. 

Clients booking Insurance policy with Sunway through Blue Insurance / Whitehorse Insurance must submit their claims directly and the contact details for claims forms is tel: 0818 946910 Email: Claims@white-horse.ie. Emergency Assistance Number whilst abroad is +44 1733 224 892. In so arranging Insurance cover for the Consumer the Organiser is acting as agent of the relevant Insurer and shall not be responsible to the Consumer for any default by the Insurer under that policy. All claims made against the insurance policy shall be made directly to the Insurer. The Consumer shall be responsible for making any special or increased Insurance arrangements which he deems necessary. The Organiser reserves the right to levy an administration charge in respect of any additional work or expenditure incurred by the Organiser in assessing the adequacy of the cover afforded by the alternative travel insurance being taken out by the Consumer.

**10. PRICE CHANGES**

All prices quoted are per person in Euro. Hotel prices are from prices based on a minimum of 2 persons sharing a twin room. Apartment prices are based on full occupancy sharing. Child prices are only available over and above the minimum full fare paying passengers.
Prices are based on tariffs and exchange rates current and appropriate at the time of publication.

If any of these vary, the cost of the holiday may increase or decrease accordingly. Any such increase/decrease must be paid by or refunded to the Consumer. During the period of twenty days prior to departure date, the price specified in the Contract shall not be increased by the Organiser. The circumstances in which the prices may be varied shall only be to allow for changes in:
(a) Transport costs including the cost of fuel,
(b) Dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports, or
(c) The exchange rates which apply to the particular package.
It the price increase exceeds 8% of the total price of your booking (excluding any insurance premiums or amendment charges), you can either: -
(i) accept the proposed change; or
(ii) cancel your booking and receive a full refund of all the monies you have paid to us [except for any insurance premiums (unless you can show us that you cannot reuse your policy) and any amendment charges]

**11. THE CONSUMER’S RESPONSIBILITIES**

(a) The Consumer shall check all travel documentation immediately it is furnished to him. If the Consumer considers any document is incorrect or has a query in relation to its contents, he shall forthwith notify the Retailer or the Organiser of his concern and the Organiser shall respond as soon as possible.
(b) The Consumer is solely responsible for ensuring that he/she presents himself at the port of departure in sufficient time prior to the designated departure time to complete embarkation requirements. If the Consumer arrives after the check-in time stipulated in the travel documentation provided to the Consumer, the Organiser shall not be obliged to carry the Consumer and shall be entitled to treat the holiday as having been cancelled by the Consumer. It is also the Consumer’s responsibility to ensure all travel documents ie. passport’s and visas are in order.
(c) The Consumer is restricted by the regulations of carriers and executive authorities with regard to the weight, type and contents of baggage which he may take on board the craft and/or vehicles which will be used in connector with the holiday. The Consumer shall be responsible for ascertaining any limitations which apply in this regard and shall not present himself at the port of departure with any prohibited item in his luggage or on his person or with items which exceed weight or dimension restrictions applicable.
(d) The Consumer hereby agrees that he shall abide by all instructions or directions given by a member of the Organiser’s staff or any crew member of a carrier’s craft or vehicle used in connection with the holiday and hereby agrees to indemnify the Organiser against any loss or injury suffered or incurred by any other person as a consequence of the Consumer’s failure to act in accordance with any such direction or instruction.
(e) It is also the sole responsibility of the Consumer to ensure that he/she is in possession of all travel documentation i.e. passports, visas (where relevant) and that same are in order. The Consumer hereby agrees to indemnify the Organiser for any costs incurred by the Organiser as a consequence of the Consumer being denied transportation entry as a consequence of the Consumer failing to have their travel documentation , passport or visa (if required) not in order.
(f) Important Information for passengers travelling to the USA or via the USA Effective January 12, 2009, all travellers from Visa Waiver Programme(VWP) countries (which includes Ireland) will have to register with ESTA “Electronic System for Travel Authorisation” prior to boarding an air carrier or water vessel bound to the USA. Passengers can register at the following website:https://esta.cbp.dhs.gov an approved travel authorization via ESTA is:
• Required for all VWP travellers prior to boarding a carrier to travel by air or sea to the U.S. under the VWP beginning January 12th 2009.
• Valid, unless revoked, for up to two years or until the traveller’s passport expires, whichever comes first;
• Valid for multiple entries into the U.S. As future trips are planned, or if an applicant’s destination addresses or itineraries change after their authorization has been approved, they may easily update that information through the ESTA Web site; and
• Not a guarantee of admissibility to the United States at a port of entry. ESTA approval only authorises a traveller to board a carrier for travel to the U.S. under the VWP. (For additional information, please visit “For International Visitors” at www.CBP.gov/travel. Please note passengers who fail to pre-register with ESTA from January 12th 2009 onwards may be denied boarding, experience delayed processing or be denied admission at a U.S. port of entry. Please note, it is the passenger’s responsibility to pre-register with ESTA.
(g) Pursuant to Regulation EC261/04 airline passengers are granted rights including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights will be publicised at EU airports and will also be available from affected airlines. HOWEVER, YOU SHOULD NOTE THAT REIMBURSEMENT OF THE COST OF A FLIGHT THAT FORMS PART
OF YOUR HOLIDAY IS THE RESPONSIBILITY OF YOUR HOLIDAY AIRLINE AND WILL NOT AUTOMATICALLY ENTITLE YOU TO REIMBURSEMENT OF THE COST OF YOUR HOLIDAY FROM US.
(h) In cases of flight delays and cancellations, passengers are entitled to receive assistance including the provision of refreshments, meals, and accommodation where appropriate from their airline and passengers should seek details of their entitlements from their airline in the event of a flight delay and or flight cancellation occurring. The Organiser does not accept any liability for any costs incurred in such circumstances.
(i) The accommodation booked must only be used by those persons named on the Confirmation Invoice. You are not allowed to share the accommodation or let any person not named on the Confirmation Invoice stay in the accommodation which you have booked.

**12. LIABILITY**

The Organiser shall not be liable for any damage caused to the Consumer by the failure to perform the contract or the improper performance of the contract where the failure or the improper performance is due neither to any fault of the Organiser or Retailer acting on the Organiser’s behalf nor to that of another supplier of services because:
(a) The failures which occur in the performance of the contract are attributable to the Consumer;
(b) Such failures are attributable to a third party unconnected with the provision of the services contracted for, and are unforeseeable or unavoidable; or
(c) Such failures are due to (i) UECs beyond the control of the Organiser, the Retailer acting on his behalf or other supplier of services, the consequences of which could not have been avoided, even if all due care had been exercised; or (ii) an event which the Organiser, the Retailer acting on his behalf or the supplier of the services, even with all due care, could not foresee or forestall. In the case of damage other than death or personal injury or damage caused by defamation or by the wilful misconduct or gross negligence of the Organiser the amount of compensation which will be paid to the Consumer will be limited to, in the case of an adult an amount equal to three times the cost of the booking. The Organiser’s liability will not exceed any limitation applicable under any international convention governing or relating to the provision of the service complained of in the place where they are performed or due to be performed, even if that convention has not been ratified or applied in the Republic of Ireland.
In the event of any liability on the part of the Organiser for injury, illness or death, no payment will be made unless the following conditions are complied with:
(I) The Consumer must advise the Organiser in relation to the injury or illness while the Consumer is at the resort and must also write to the Organiser within one month after the completion of the holiday;
(II) The Consumer must transfer any rights that the Consumer has, in respect of such injury, illness or death against any person to the Organiser;
(III) The Consumer must co-operate fully with the Organiser to enable the Organiser or its insurers to enforce such rights.
In respect of international air travel, the Warsaw Convention 1929 (including as amended by the Hague Protocol of 1995 and by any of the additional Montreal Protocol of 1975) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961, in respect of carriage by sea, the Athens Convention 1974 and the EU Regulation 3291/2009 (‘The Athens Convention); in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. For the Avoidance of doubt, this means that the Organiser is to be regarded as having all benefits of any limitations of compensation contained in any of these conventions or any other international conventions applicable to the Consumer’s holiday.
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention. Compensation in the case of death or injury: There are no financial limits to the liability for passenger injury or death. For damages up to 113,100 SDRs (special drawing rights) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving it was not negligent or otherwise at fault. Advance payments: If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to the compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs. Passenger delays: In the case of a passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,694 SDRs. Baggage delays: In the case of a passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,131 SDRs. Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to 1,131 SDRs. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of checked baggage, the carrier is liable only if at fault. Higher limits for baggage: A passenger can benefit from a higher limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information: The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002 and national legislation of the member states).

**13. COMPLAINTS**

(a) Without prejudice to the Consumers rights under clause 13(b) If the Consumer wishes to make a complaint in relation to a holiday, he must immediately inform the Organiser’s representative at the location where the Consumer is when the complaint arises and shall if the Organiser requires, complete a form setting out the detail of the Consumer’s complaint. If the Consumer fails to comply with such requirement, the Organiser shall be entitled to recover the cost from the Consumer of any additional expense incurred by it in carrying out subsequent investigation of a complaint, which is found to be unjustified.
(b) The Consumer shall be obliged to notify the Organiser in writing of any complaint not later than 28 days after his return to the port of departure or termination of the holiday whichever is the earlier and no complaint received thereafter shall be entertained.

**14. ASSISTANCE WE WILL PROVIDE TO YOU IF YOU ARE IN DIFFICULTIES ON HOLIDAY**

If you are in difficulties and you have contacted us looking for assistance, we will provide you with appropriate assistance, without undue delay, in particular by:
• Providing appropriate information on health services, local authorities and consular assistance; and 
• Assisting you in making distance communications and helping you find alternative travel arrangements.
If the difficulty for which you require assistance was caused intentionally by you or through your negligence, we shall not be liable for the costs of any alternative travel arrangements or other such assistance you require and we reserve the right to charge you a reasonable fee for any assistance we provide, which will not exceed the actual costs we incur.

**15. GOVERNING LAW & JURISDICTION**

Our Agreement with you shall be governed and construed in accordance with the laws of Ireland and each of the parties hereby submits to the exclusive jurisdiction of the Courts of Ireland in regard to any matter arising from or touching the Agreement.

**16. NOISE PROBLEMS**

The Consumer acknowledges and agrees that the behaviour of the other holiday makers (be they clients of the Organiser or otherwise) is a matter outside the control of the Organiser and that the Organiser is not liable for any disruption, inconvenience, disturbance or diminution of enjoyment of the Consumer’s holiday arising from the misbehaviour of the other holiday makers. In the event of the Consumer complaining to the Organiser of the behaviour of the other holiday makers, the Organiser will, if such complaint is justified, use reasonable endeavours by requesting the owner or manager of the accommodation to move the offending holiday makers or alternatively to move the Consumer to a quieter part of the premises, but shall not be responsible for the action or lack of action taken by the owner or manager on foot of such a complaint.

**17. IDENTITY OF CARRIERS**

We are obliged to inform you, at time of booking, of the identity of the operating air carrier(s) which is due to perform, or likely to perform, your flight and if there are any changes to the operating air carrier(s) we are obliged to inform you any such change(s)as soon as possible. If we don’t know the identity of the operating carrier(s) at the time of booking, we must inform you of same as soon as such identity is established. In all cases, we are obliged to inform you of the identity of the operating carrier at check-in or on boarding, where no check-in is required for a connecting flight in accordance with EU Directive – (EC) No.2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community Blacklist’, which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list en.htm

**18. NO SNOW**

Most of the activities included in our Lapland program depend for their successful accomplishment on adequate snow conditions both prior to and during operation. We or our agents are not responsible for the weather conditions. Air temperature, sea state, cloud cover, rainfall and terrain conditions are just some of the factors that can affect the operation of excursions, visibility of natural phenomena and sightings of wildlife. Tour dates are operated in good faith based on our experience and that of our suppliers. However we, or our agents, may have to change itineraries or cancel excursions at any time prior to departure or during a tour. If we do so, it is with your interest in mind and we regret the necessity of having to point out that we do not accept any liability for compensation in respect of such changes, or cancellations due to weather conditions.

##B: FLIGHTS

The following Terms & Conditions apply when you book Flight Only with us.

**1. Contract**

Any booking made or order placed by you, whether through the SUNWAY website or otherwise, shall be deemed an offer by you to purchase the relevant items subject to these booking conditions. Note that SUNWAY are selling the tickets as agents for the Airlines, which means the contract for the flight product will be between you and the airline. 
Please note that for each ticket there are additional terms which are specific to that fare which is available on request. Most instant purchase tickets are non-refundable when cancelled. You are responsible for complying with any airline’s terms in relation to check-in times, reconfirmation of flights or other matters. In relation to flight tickets, you are required to use all flight coupons in order of sequence. If this requirement is not met the airline may void the ticket.

**2. Reservations**
Be aware that certain airlines do not maintain “real time” seat availability in the airline reservations system to which we connect. Whilst every effort is made to reflect the true situation, instances may occur when airlines cancel sales. SUNWAY will advise you if this isthe case and will do all they can to reinstate your booking.

**3. Tickets**
If it is not possible to get your flight tickets to you (e.g. because your travel date is imminent) we may insist that you have an “e-ticket” or a TOD (ticket on departure) generated. A TOD is when you will have to pick up your ticket at your point of departure. We will ensure you know exactly where to pick up your tickets. Where an airline provides e-ticketing on a specific route this will be the only ticketing option made available. Electronic tickets are stored in the airline’s computer rather than printed on paper. The service is similar to the traditional paper ticket process but eliminates the time and hassle associated with purchasing or exchanging a paper ticket. When you arrive at the airline check in desk you will be required to present an official form of identification (i.e. passport) to receive your boarding pass. Please note that you must print out your confirmation page or confirmation email to show to the airline. Because your e-ticket is held in the airline’s computer, you cannot forget it or lose it. More importantly, your e-ticket cannot be stolen, saving you the cost of a replacement ticket. You do not have to wait for your eticket to be delivered to you.

**4. Flight Reconfirmation**
All onward and return flights must be reconfirmed with the relevant airlines at least 72 hours prior to the commencement of that leg of the journey unless specifically informed otherwise by that airline. SUNWAY accepts no responsibility for bookings cancelled due to non-compliance with rules set by that particular airline. SUNWAY also take no responsibility for any flight rescheduling en route.

**5. Passports/Visas/Health Requirements**
It is incumbent upon you the client to ensure that you meet the passport, visa, health requirements of the countries you wish to visit and those that you transit (even if it is for a plane change) and that you contact the relevant Embassy for information in this regard. Many countries require that your passport should be valid for a period of (a minimum) six months from the date of arrival into that country. SUNWAY does not accept any responsibility if you should be denied boarding or deported due to non-fulfilment of the above. All passengers including children under 16 require individual passports

**6. Insurance**
Sunway strongly urges you to carry appropriate travel Insurance to cover you for cancellation, health, baggage etc.
We do recommend that you read the terms, conditions and exclusions of your travel insurance upon receipt, which are detailed in the Policy Wording including the Hazardous Activities section before taking part in any activities when abroad. Please also read fully the additional optional extras available on the Travel Insurance policy and advise if you wish to upgrade your Insurance policy too add these.
Please note that your policy contains a health check condition which applies to anyone travelling or a family member who is ill and as a result could give rise to you cancelling or curtailing your trip. We would recommend that you read this section carefully and declare any pre-existing medical condition to health check on Tel 0818 286 537. Please note that the policy does not cover you or any travelling companions or any close relatives diagnosed with a terminal prognosis or those awaiting the results of tests or investigations. During your trip, if you become seriously ill or injured or are admitted to hospital or if you need to curtail your trip, you should contact Mapfre Assistance on 00353 91 560 616.If you also have private health insurance such as VHI, Quinn or Aviva, it is recommended that you also contact their emergency assist number (see policy document).

**7. Airline regulations/conditions of carriage**
Please note that in all transactions SUNWAY acts as agents of the airlines you have chosen to book on. Conditions of carriage are available on request. Please note: Some airlines charge for the carriage of second bag. Please refer to airlines website for further details.

**8. Cancellation / Amendments**
If you need to change or cancel your travel plans, it is your responsibility to notify SUNWAY in writing of such request. Most tickets are non-refundable, but some can be amended for a change fee, plus any applicable penalties. Most scheduled airlines do not allow name changes. SUNWAY can apply the relevant administration fee per booking for any modifications, changes or cancellations to fares. This will be regardless of the price or face value of the fare. In addition to the SUNWAY charges, most airlines also have a penalty or cancellation fee for any changes or cancellations to fares.

**9. Refunds**
If you want to cancel your journey it is important that you notify us in writing with utmost urgency. This enables us to cancel your reservation with the airline. Please note most instant purchase tickets are nonrefundable when cancelled. If you already have your ticket please submit it to us. Tickets must be sent To Sunway Travel, Marina House, Clarence Street, Dun Laoghaire, Co. Dublin.
On receipt of the ticket we will send you an acknowledgement that we have received it. Those tickets which are refundable or cancelled by us will be processed and refunded back to your credit card in approximately 16 weeks from our receipt of the ticket. Some tickets may need to be submitted to the airline for the cancellation and/or refund to be authorised. In this event your refund request may take longer, but we will advise you in our acknowledgement of the expected turnaround period. Please note that most Airlines do not refund on part used tickets. Tickets which are returned more than 1 year from date of issue are classified as expired tickets and must be submitted to the airline for their authority to refund.

**10. Lost Tickets**
If you lose your tickets, it may be possible to re-issue them for a fee. The amount payable will depend on the circumstances of the loss and how close to the travel date you discover it. However, not all tickets can be re-issued; which is another good reason for ensuring you have sufficient insurance cover. Tickets will be dispatched to you in accordance with your instructions and we accept no responsibility for their delivery. Lost tickets which cannot be reissued are refunded at the sole discretion of the airline; these refunds can take up to one year to be authorised.

**11. Liability**
As SUNWAY acts as agent this will mean that it will have no contractual liability to you in respect of the flight product. However, it may still be liable to you if it has been negligent; it has misrepresented important information or has been in breach of any other relevant law.

**12. Unreasonable behaviour**
If in the reasonable opinion of a person acting in authority you are not fit to travel, he or she may refuse to let you board the aircraft. Normally this happens if such person thinks you are likely to disturb or harm other passengers. In this case your contract with SUNWAY will end immediately and we will no longer be responsible for you

**13. Seat Assignments**
Airlines reserve the right to change seat assignments/allocations up to the point of check-in. Seats assigned at time of booking or prior to check-in are never guaranteed.

##C: ACCOMMODATION ONLY

The following Terms & Conditions apply when you book Accommodation Only with us.

*1. Legal Capacity:* When we book accommodation for you we are acting as your agent and in such circumstances our role is limited to the following services unless otherwise specifically agreed in writing: -(a) the effecting of a reservation; (b) the procuring of confirmation of such reservation; (c) the forwarding of consideration tendered by you for such reservation to the accommodation supplier; & (d) the confirmation on your behalf of your, the consumer’s, acceptance of the accommodation supplier’s terms and conditions. A copy of any accommodation supplier’s terms and conditions are available on request. When we deal with you as your agent we have no contractual liability for the services, which we have purchased on your behalf.

*2. Prices & Fees:* Prices stated are on per room per night basis and include VAT unless otherwise stated. Resort fees, extra bedding such as cots and rollaway beds are payable locally in some hotels but can be requested through us. Unless otherwise stated, breakfast, lunch and dinner are not included. Star ratings may differ according to the country where the hotel is located and are out of our control.

*3. Photographs of Rooms:* Please be aware that the hotel room photos are only a depiction of the type of rooms on offer and may not represent the actual room provided.

*4. Modifications/Cancellations:* If you wish to cancel your hotel room, please contact our Operations Department by telephone on 01 2311800. We also accept email cancellations on admin@sunway.ie. It is essential to include your booking number, registered email address and details of your cancellation. In the event of cancellation for whatever reason you shall be liable to pay SUNWAY the relevant administration fee per person. This could be in addition to any cancellation charges & local taxes any hotel may impose.

*5. Force majeure:* We will not be liable for any changes, cancellation, effect on your booking, loss or damage suffered by you or for any failure by the accommodation providers and/or us to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) if the non-performance is caused by force majeure. By way of example force majeure includes, but is not limited to, war, revolution, terrorist act, closure of borders, epidemic, natural catastrophe or other causes that seriously affect both parties and in particular the place where the accommodation provider is located as well as our country of origin and other unforeseeable causes beyond our control.

##D: Car Hire, Theme Park Tickets, Excursions.

The following Terms & Conditions apply when you book Car Hire or Theme Park Tickets or Excursions only with us.

*1. Legal Capacity:* When you book car hire or Theme Park Tickets or Excursions only through us you are entering into a contract with the suppliers of their services who have their own standard terms and conditions which will apply to your contract with them. A copy of any Suppliers terms and conditions are available on request. By asking us to confirm your booking, you are accepting that the terms of this agreement (and the conditions of any contract made with your suppliers) apply to your booking and the car hire arrangements you have booked.

Contract: Sunway is selling the tickets as agents for the car hire company or theme park/excursion provider, which means the contract for the service will be between you and the supplier. Please note that each supplier has its own booking terms and conditions which you will be required to accept (a copy of which is available on request) *Please note the car make and model cannot be guaranteed and are on a request basis.

*2. Information regarding documentation required to hire a car.* Sunway does not accept any responsibility if you should be denied car hire due to non-fulfilment of the above.

*3. Cancellation / Amendments:* If you need to change or cancel your travel plans it is your responsibility to notify Sunway in writing of such request. Most car hire companies apply cancellation charges

*4. Limitation of Liability:* As Sunway acts as agent this will mean that it will have no contractual liability to you in respect of the operation of the car hire. This means that in the event of you suffering personal injury, illness or death as a result of any act or omission of your car hire company or you having any complaint about the quality of the services provided or having any other complaint at all, your sole right of redress will be against the car hire company who provided such service and that we will be under no liability at all (whether in contract, tort or otherwise). Without prejudice to paragraph 1 hereof, in the event that we are found liable on any basis whatsoever in relation to your booking our maximum liability to you, if Sunway is found to have been at fault in relation to any service that Sunway provided (as opposed to any service provided by the car hire company for whom Sunway is not responsible) is limited to the cost of the booking in question.

We do not exclude or limit liability for death or personal injury that arises as a result of our negligent act or omission or our employees whilst acting in the course of their employment.

We shall not be liable for any indirect, special or consequential loss, including economic loss, which term shall include loss of profits, loss of use of profits, business, revenue, and goodwill or anticipated savings.

##E: Cruise Only

The following Terms & Conditions apply when you book Cruise Only with us.

*1. Legal Capacity:* When we book a cruise for you we are acting as your agent and in such circumstances our role is limited to the following services unless otherwise specifically agreed in writing: -(a) the effecting of a reservation; (b) the procuring of confirmation of such reservation; (c) the forwarding of consideration tendered by you for such reservation to the accommodation supplier; & (d) the confirmation on your behalf of your, the consumer’s, acceptance of the Cruise supplier’s terms and conditions. A copy of any Cruise supplier’s terms and conditions are available on request. When we deal with you as your agent we have no contractual liability for the services, which we have purchased on your behalf.

*2. Prices & Fees:* Prices stated are on per person per cruise basis and include VAT unless otherwise stated. Transfers, unless specified are not included. Extras, such as gratuities, beverages, shore excursions, beauty centres & spas, room service, Casino, video games and golf, internet and Wi-fi are not included. Unless otherwise stated, breakfast, lunch and dinner are not included.

*3. Photographs of Ships and cabins:* Please be aware that the cabin room photos are only a depiction of the type of rooms on offer and may not represent the actual room provided.

*4. Modifications/Cancellations:* If you wish to cancel your Cruse, please contact our Reservations Department by telephone on 01 2311800. We also accept email cancellations on cruise@sunway.ie. It is essential to include your booking number, registered email address and details of your cancellation. In the event of cancellation for whatever reason you shall be liable to pay SUNWAY the relevant administration fee per person. This could be in addition to any cancellation charges & local taxes any hotel may impose.

*5. Force majeure:* We will not be liable for any changes, cancellation, effect on your booking, loss or damage suffered by you or for any failure by the cruise providers and/or us to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) if the non-performance is caused by force majeure. By way of example force majeure includes, but is not limited to, war, revolution, terrorist act, closure of borders, epidemic, natural catastrophe or other causes that seriously affect both parties and in particular the place where the accommodation provider is located as well as our country of origin and other unforeseeable causes beyond our control.

##F: Escorted Tours Only

The following Terms & Conditions apply when you book Escorted Tours only with us.

*1. Legal Capacity:* When we book an escorted tour only for you we are acting as your agent and in such circumstances our role is limited to the following services unless otherwise specifically agreed in writing: -
(a) the effecting of a reservation; (b) the procuring of confirmation of such reservation; (c) the forwarding of consideration tendered by you for such reservation to the tour supplier; & (d) the confirmation on your behalf of your, the consumer’s, acceptance of the escorted tour supplier’s terms and conditions. A copy of any escorted tour supplier’s terms and conditions are available on request. When we deal with you as your agent we have no contractual liability for the services, which we have purchased on your behalf.

*2. Prices & Fees:* Prices stated are on per person per tour basis and include VAT unless otherwise stated. Extras, such as gratuities, optional excursions, laundry, phone calls, Porterage at train stations, mini bar, beverages, shore excursions, room service, internet and Wi-fi are not included.

*3. Modifications/Cancellations:* If you wish to cancel your escorted tour, please contact our Reservations Department by telephone on 01 2311800. We also accept email cancellations on tour@sunway.ie. It is essential to include your booking number, registered email address and details of your cancellation. In the event of cancellation for whatever reason you shall be liable to pay SUNWAY the relevant administration fee per person. This could be in addition to any cancellation charges & local taxes any hotel may impose.

*4. Force majeure:* We will not be liable for any changes, cancellation, effect on your booking, loss or damage suffered by you or for any failure by the cruise providers and/or us to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) if the non-performance is caused by force majeure. By way of example force majeure includes, but is not limited to, war, revolution, terrorist act, closure of borders, epidemic, natural catastrophe or other causes that seriously affect both parties and in particular the place where the accommodation provider is located as well as our country of origin and other unforeseeable causes beyond our control.

##G: GENERAL

Applicable to All Services Booked with Us


##DATA PROTECTION

Please see our privacy policy https://www.sunway.ie/privacy-policy.asp for full information regarding the way in which we use and store your personal data.

2. Governing Law & Jurisdiction: Our Agreement with you shall be governed by and construed in accordance with the laws of Ireland and each of the parties hereby submits to the exclusive jurisdiction of the Courts of Ireland in regard to any matter arising from or touching upon this Agreement.

3. Errors and Omissions: If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund.

4. Sunway accept no responsibility for services or facilities which do not form part of our agreement with you ie. where they are not detailed on your confirmation invoice or where they are not advertised in our brochure or on our website. For example if an airline cancels a flights, we are not responsible for any pre departure car parking, hotel, taxis any other personal travel arrangements except where they have been booked through us and form part of your contracted arrangements with us. In resort we are not responsible for any excursion, service or facility which your hotel or any other supplier agrees to provide for you while you are away.

5. Whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Sunway Travel, and for whom Sunway Travel acts only as an agent. If you decide to buy and excursion or an activity, your contract will be made with the local company which provides it and it will not form part of your package with Sunway Travel. The contract may be subject to the excursion/activity providers’ terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. Sunway travel accepts no liability for any breach of contract or negligent act or omission of any excursion/activity provider. Some excursion/activity may contain an element of risk or require a good level of fitness, and, if in doubt, you should make direct enquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy. Please note that in some destinations we work closely with some excursion providers and may occasionally provide them with Sunway branded equipment, such as stationary, clothing etc. to make it easier for our guests to identify these excursion providers.

We may also provide details of certain excursion providers in our welcome packs provided to guests upon arrival at the resort. This does not suggest any association or recommendation of these excursion providers by Sunway Travel.


##ONLINE ACCURACY & CONSUMER INFORMATION
We have taken great care to ensure that all the information contained in our Brochures and on our Website is accurate and correct. No details have been wilfully misrepresented and, whilst every effort has been made to be completely factual and accurate, there may be circumstances beyond our control where details have changed since our original descriptions were agreed. Much of the information is planned many months in advance, however, if at any stage we are informed of changes or alterations to properties, flight timings, or fluctuating rates, then we will pass these changes to you as soon as is practicable. Generic photographs contained in our Brochures and on our Website do not necessarily absolutely represent the particular resorts, beaches or amenities adjacent to the properties (or the actual hotel room, apartment, layout, décor, view etc. you might occupy or experience). They are however, absolutely representative of the resorts / amenities / beaches available in the area or of the actual room / apartment in a particular property. Sometimes, especially in low season months, facilities in some properties or resorts may close down or operate at certain times only. Equally, repairs may need to be carried out or maintenance work become necessary. Such matters are wholly beyond the control of Sunway Travel and no liability shall attach to us for any disappointment or diminution of enjoyment caused as a result


Important Information

##BOOKING CONDITIONS Please refer to the Sunway Booking Terms & Conditions for details before completing the Booking Form, please read conditions carefully and if you have any queries please contact your agent. ##PASSPORT, VISA / IMMIGRATION REQUIREMENTS/ HEALTH FORMALITIES It is your responsibility to check and adhere to the Passport, Visa, Health, COVID 19 requirements and Immigration requirements applicable to your itinerary and destination. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates /Medical Doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. ##ESTA USA TRAVEL Important Information for passengers travelling to the USA or via the USA. Effective January 12, 2009, all travellers from Visa Waiver Programme(VWP) countries (which includes Ireland) will have to register with ESTA “Electronic System for Travel Authorisation” prior to boarding an air carrier or water vessel bound to the USA. Passengers can register at the following website:https://esta.cbp.dhs.gov an approved travel authorization via ESTA is: - Required for all VWP travellers prior to boarding a carrier to travel by air or sea to the U.S. under the VWP beginning January 12th 2009 - Valid, unless revoked, for up to two years or until the traveller’s passport expires, whichever comes first; - Valid for multiple entries into the U.S. As future trips are planned, or if an applicant’s destination addresses or itineraries change after their authorization has been approved, they may easily update that information through the ESTA Web site; and - Not a guarantee of admissibility to the United States at a port of entry. ESTA approval only authorises a traveller to board a carrier for travel to the U.S. under the VWP. (For additional information, please visit “For International Visitors” at www.CBP.gov/travel. Please note passengers who fail to pre-register with ESTA from January 12th 2009 onwards may be denied boarding, experience delayed processing or be denied admission at a U.S. port of entry. Please note, it is the passenger’s responsibility to pre-register with ESTA ##CURRENCY Local currencies vary throughout the world so it is important that you check what currency is in use in your chosen destination. ##HOLIDAY REPS Whilst Sunway employ local Representatives in a number of their destinations there are some destinations that do not have a local designated Sunway Representative. Please check at the point of sale what Representative Service is available at your chosen destination. ##COMPLAINTS We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to put things right whilst you are in resort, however, If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our Customer Services department at Sunway, Marina House, Clarence Street, Dun Laoghaire, Co. Dublin. No later than 28days of your return giving your booking reference and all other relevant information. If you experience illness in resort you should report this to the hotel or the local representative or use the 24-hour telephone number printed on your documentation. You should also consult a local doctor. If, on return to Ireland, your symptoms are ongoing, you should make arrangements to visit your local GP. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint. It may also affect your rights under this contract. Warning: the potential consequences of making fraudulent complaints and claims, include being reported to the Police and facing legal proceedings. If the Consumer wishes to make a complaint in relation to a holiday, he must immediately inform the Organiser’s representative at the location where the Consumer is when the complaint arises and shall if the Organiser requires, complete a form setting out in detail the Consumer complaint. If the Consumer fails to comply with such requirement, the Organiser shall be entitled to recover the cost from the Consumer of any additional expense incurred by it in carrying out any subsequent investigation of a complaint which is found to be unjustified. ##COMFORT AND SAFETY Experiencing a different way of life is part of the enjoyment and intrigue of travelling abroad. However, it is worth remembering that when travelling abroad you will also be experiencing different cultures, safety and hygiene standards together with a different attitude to that which you are used to at home. It is widely recognised that Irish standards are amongst the highest in the world and many developing countries including the Mediterranean and North African countries have yet to adopt the level of transportation, accommodation and service standards that we take for granted. It is often difficult, for example, to directly compare local hotel grade systems to our own 'star' ratings. In some cases, local regulations, which are aimed at preserving the historic nature or aesthetic beauty of property, can prevent a hotelier from providing a level of fire safety we are familiar with. At Sunway Holidays we are actively working to raise overseas safety standards and will do our best to make sure your holiday is as safe and trouble free as possible, however we urge you to familiarise yourself with fire and safety notices at your hotel. Please note: most pools and beaches do not have lifeguards. We recommend people drink bottled mineral water whilst abroad. ##MEALS With few exceptions, breakfast is continental breakfast. Half board supplement refers to a buffet dinner unless otherwise stated and in a minority of hotels, lunch maybe substituted for dinner. FB equals full board & AI equals All Inclusive. For details on All Inclusive please see www.sunway.ie. If you have any special dietary needs: e.g. vegetarian - it is essential that you contact us to ensure that your chosen property is suitable. ##EXTRAS Many of the facilities advertised in the hotel and apartments properties are payable locally including but not limited to wellness, beauty , massage, hairdressing, safety deposit box, internet, fax, telephone, tennis, pool tables and other games. These and other costs such as restaurant and bar bills must be paid directly to the hotel either at the time of use or prior to departure depending on the policy of your selected accommodation. Local Resort Tax’s may apply. ##ANIMAL AND INSECTS In many destinations cats, dogs and other animals are allowed to wander at will and there are many that are not domesticated. Please treat any animals you come across with caution and if you are bitten or scratched consult a doctor immediately. Another factor that can alarm Visitors to the warmer climates is the number and variety of insects. Ants, mosquitoes, cockroaches, and wasps for instance are prolific, particularly in the more rural areas and little can be done about them, except regular control measures. They do not mean that your accommodation is dirty or unhygienic, although the sight of them may be disturbing if you are not used to seeing them. ##COTS Cots and high chairs in some hotels and residences may not be equivalent to Irish standard, so we would advise you to check them carefully prior to use. Charges for the use of cots can be levied by the hotel. ##VACATING ROOMS On the day of departure you shall be required to vacate your accommodation mid morning or noon so that it may be prepared for the arriving guests. Some hotels do provide courtesy rooms. Late check-out may be available please check with the Reception Desk. Local charge will apply. ##TRIPLE / QUAD / SINGLE ROOMS Some accommodations have twin or double rooms that can facilitate an extra bed or beds, it should be noted that these beds are either convertible sofa beds or camp beds. Space will be limited in most cases. Single rooms are limited, may be inferior in quality and may not have balconies and can be smaller than twin rooms. The supplement payable for a single is for the convenience of having a room to oneself. ##BAGGAGE The baggage allowance may vary depending on the airline or flight. Please check your confirmation email or itinerary for correct details. In addition one small piece of hand baggage (normally of a size which will fit under an aircraft seat and of not more than 5 Kg in weight) per person may be carried. Baggage in excess of these limits may be refused carriage or incur an excess baggage charge at check–in for your flight which will be payable by you. If you wish to carry any particularly bulky item of baggage (e.g. wheelchairs, pushchairs, windsurfers, golf clubs etc.) please tell us at the time of booking so that we can ask the airline for permission. Carriage of items such as these cannot be guaranteed and may incur an additional charge. Hand baggage requirements are subject to change in accordance with security measures and it is advised that you check before travel for any changes to baggage allowance. It is also advised that you check on the Government website for the current list of prohibited articles on aircraft by following the link for hand baggage rules. Infants under the age of 2, on the date of their return flight, have no baggage allowance. ##PERSONAL SAFETY Be careful when out and about, watch your handbag, wallet/ phone and camera, do not carry passports or more cash than you think you may need. We urge you to use the safe deposit boxes in your hotel/apartment for all valuables. Use caution as you would at home. Make sure that you have adequate insurance cover and are familiar with the procedures required. ##TICKETS AND TIMINGS Tickets are issued approximately 14 days before departure. Please thoroughly check tickets as flight timings are subject to change. Check in time is 2-3 hours before departure. If you miss your flight as a result of your late arrival we will do our utmost to help you find an alternative way of getting to your resort, but all costs incurred will be your responsibility. If we are unable to offer you alternative flights, full cancellation charges will apply. Please check that your passport and/or papers are in order for travel. ##ACCOMMODATION AND RESORTS We have done our utmost to be accurate in our accommodation and resort descriptions but due to maintenance, refurbishment, low season, bad weather, public holidays and religious festivals, sometimes facilities and entertainment may be temporarily withdrawn without notice. Information on public holidays and religious festivals are available from the relevant embassy. ##HOTEL CLASSIFICATION The grading of hotels and apartments can be puzzling to travellers. These standards or ratings should not be compared with those of other countries. Responsibility and liability for accommodation classifications lies solely with the relevant Local Tourist Authorities and does not necessarily bear any relation to the prices we have negotiated individually with Hoteliers. The Authorities can change a grading without prior notice. There are differences between the standards of different hotels of the same grade in most countries of the world. ##ACCOMMODATION ALLOCATED ON ARRIVAL We will sometimes offer holidays where the accommodation is allocated on arrival. This means that you leave the choice of accommodation and resort to our resort office or representatives at the specified arrival airport (and, where relevant, island). Therefore, you will not know the names of the resort or the accommodation, or the facilities they have, until you arrive at your destination. We do not guarantee that you will be allocated one of the accommodations or resorts featured on this website as we are continuously contracting rooms in other resorts and accommodations not featured. We will neither guarantee whether your accommodation will be in a hotel, apart–hotel or apartment complex nor whether it will be a room, a studio or an apartment. Where holidays are for durations longer than 7 nights we will endeavour to ensure that you remain in the accommodation initially allocated to you throughout your stay. However, there is a possibility that you may be moved to another accommodation during your stay. We recommend that if you have specific needs or requirements, or if you wish to ensure that your accommodation or resort has certain features, you book named accommodation and do not choose this type of holiday. ##HOTEL ACCOMMODATION It is significant to remember that the description of hotel rooms in our Brochure and Website apply to standard twin/double bedded rooms. The allocation of rooms is at the discretion of the hotel. Requests for specific rooms or positions within the hotel cannot be guaranteed although every effort will be made by the hotel to comply with your specific request and every effort is made in passing on your request. However, no request can be guaranteed. ##HOTEL FACILITIES Some accommodations list air-conditioning as a feature, but most countries have an energy conservation programme, so you may find in a few accommodations this facility only functions at certain times of the day or night. Please note there are different types of air-conditioning. There is climate controlled air-conditioning and air-conditioning controlled by the Reception desk. It must also be noted that some hotel facilities may, at certain times not function fully. This may be due to many reasons e.g. a pool being emptied or cleaned. These decisions are part of normal hotel running and are at the discretion of the hotel management. If, however, we are made aware of any closure or of any other alterations to the hotel description, we will pass this on to you as soon as we can. TVs may not receive English channels. Please note minimum numbers maybe required to operate certain clubs or organised events. ##NOISE/BUILDING WORK On our website we have tried to give a fair description of each resort which may give you some idea of whether it is noisy or peaceful. Of course, which you prefer will depend upon the sort of holiday you are looking for. You may consider that being in the centre of a busy resort, near to all the shops, bars, discos and other entertainments is your ideal. Alternatively, you may consider such things best avoided and want a peaceful holiday. The choice is yours. Noise is a very subjective matter, for instance if you live in a rural area you are likely to find even the resorts described as quiet on this website more noisy than you might expect. Remember life has to go on for the locals. They often start work as early as 6:30 a.m., and motorcycles are a common and popular means of transport. Many locals keep dogs or an assortment of other animals which wake up early! Also these are holiday resorts and generally holidaymakers like to stay up late and the local entertainment tends to continue into the early hours and may be in the open air. It is also a fact of life that even the most idyllic resorts are also working towns/villages for the inhabitants and building works will occasionally be taking place. We have no control over this, but our staff will check regularly for the commencement and progress of any building work near to any of the accommodation featured on this website and will keep us updated. If you are concerned about this, please ring us before you book your holiday and we will advise you if we know of any building works that might affect the holiday you wish to book. After you have booked if we find out about any building works going on near to your accommodation and which we think will affect the enjoyment of your holiday we will notify you. If we think that such works are likely to seriously affect your holiday, we will give you the opportunity to transfer to another holiday or cancel without penalty. ##TIPPING AND PORTERAGE Porterage is not included in the cost of the holidays on this website, although it will be available at the better quality hotels. Especially in more secluded areas, our advice would be to travel as lightly as possible! Tipping is conventional in most countries (provided service is not included in restaurant bills) and 10–15% of the amount of the bill is customary. ##SUNWAY HOLIDAYS INSURANCE It is vital that all clients are adequately insured before travelling. We can therefore arranged comprehensive Travel Insurance with Blue Insurance. If you are taking out insurance cover with Sunway a Policy document will be sent with your booking invoice. Please acquaint yourself with the Terms and Conditions contained therein. Annual Insurance policies may also be purchased. You are strongly recommended to avail of the insurance arrangements, which have been put in place by Sunway however it is completely at your discretion whether you choose Sunway’s insurance or make your own arrangements. It is the responsibility of the Consumer to check that the insurance scheme they choose provides the Consumer with his desired level of cover. In so arranging insurance cover of the Consumer Sunway is acting as the Agent of the relevant insurer and shall not be responsible to the Consumer of any default by the insurer under that policy. Clients booking Insurance policy with Sunway through Blue Insurance / Whitehorse Insurance must submit their claims directly and the contact details for claims form is Tel: 0818 946910 Email: Claims@white-horse.ie. Emergency Assistance Number whilst abroad is +44 1733 224 892. ##HEALTHCHECK If you have availed of Sunway Holidays Insurance you will note that it contains conditions that relate to your health and the health of others who might not be travelling with you but whose well being your trip may depend on. In particular it may not cover medical problems which you or they had ie any pre existing illness before the cover started. Please contact the Medical Health Check number at +353 1 533 7354. If you do not have Sunway insurance, please check your policy carefully. Also to note that Stomach upsets are frequently caused due to over exposure to the sun, unusual food, cold drinks, alcohol and too much fresh fruit (particularly orange juice) and other factors to which our bodies are unaccustomed to. The nearer you can adhere to your usual routine the less chance you have of suffering from stomach complaints. Bring simple remedies from home to help you in the event of tummy and minor discomforts. We advise passengers not to put important medicines in their checked in luggage. ##COOLING OFF PERIOD Our insurance cover allows a 14-day cooling off period. This affords you an opportunity to peruse the policy purchased, should you believe that you have a justifiable reason for cancelling the cover provided by us we will provide you with a refund of the amount paid. ##DEPARTMENT OF FOREIGN AFFAIRS The DFA provides up to date travel information to ensure the safety of Irish citizens travelling abroad. Please visit www.dfa.ie for current information relating to the destination you intend travelling to. We recommend you visit this website before confirming your holiday. ##INFANTS Infants fees vary and are levied for infants that have not reached their 2nd birthday on their return date of travel. Infants must sit on an adults lap. (Cot charges paid locally). To qualify as an infant your child must be under 2 years old on he day of return. OUR CHILDREN The safety of our children is considered paramount. Parents should check that they are happy with operated clubs, playgrounds and facilities provided by the accommodation of residence. Always familiarise yourself with the pool areas and depths. Ensure that you understand the flag markings on local beaches. Our child sharing prices are based on children that have not reached their 16th birthday in apartments (unless otherwise stated) and 12th birthday in hotels before the date of departure. ##PREGNANCY You are advised that normally airlines require a medical certificate of fitness to fly if you are more than 28 weeks pregnant and after 32 weeks of pregnancy you will not be allowed to fly. You are in any event advised to consult your Doctor before travelling. If you are travelling with an infant it is very unlikely that sky cots or bassinets will be available on most of the flights that we offer, however please ask if this is important to you. ##OTHER INFORMATION Licensed as a Tour Operator by the Minister of Tourism and Transport. Licence No. T.O. 101 In the event of legislation by any government to impose VAT duty or any taxes whatsoever which have the effect of increasing holiday costs, we will regretfully have to pass these on to our customers. ##CHARTER FLIGHTS Some flights may touch down at different airports on the inbound and/or outbound flight. This is sometimes at the discretion of the Airline / Captain and we may not necessarily have been notified beforehand. All passengers on our charter flights must comply with the following conditions: a) Each passenger shall ensure that he is in normal health, capable of undertaking the flight contemplated and is in possession of all documents, etc. enabling him to comply with all formalities, regulations etc. whatsoever and whosoever both in respect of himself and his baggage and is responsible for all dues and charges in this connection. b) Each passenger shall ensure that their baggage does not contain anything of a hazardous nature or of a nature prohibited by any country or state involved and that animals of any kind do not accompany them. It should be noted that all charter flight timings are subject to alteration and may change prior to your departure. The final timings shall be confirmed upon receipt of your tickets. Flight delays are the responsibility of the airline and subject to their conditions of carriage. Please note that all times are based on the 24-hour clock system. ##BROCHURE / WEBSITE DESCRIPTIONS The descriptions of resorts and accommodation in this brochure have been compiled with care to ensure they are accurate. However, there may be errors or changes that occur after the date of publication. There may be occasions, particularly in low seasons, when accommodation owners or proprietors of other services may withdraw facilities for maintenance or other reasons. These changes are regrettably beyond our control and we reserve the right to change the particulars in this brochure. However, we will inform you of any known changes at the time of booking. If you have already booked will inform you as soon as possible before your departure, where there is time. ##CONTENT ACCURACY /CONSUMER INFORMATION: HOTEL AND RESORT DESCRIPTIONS We have taken great care to ensure that all the information contained on this brochure and our website is accurate and correct. No details have been wilfully misrepresented and, whilst every effort has been made to be completely factual and accurate, there may be circumstances beyond our control where details have changed since our original descriptions were agreed. Much of the information is planned many months in advance; however, if at any stage we are informed of changes or alterations to properties, flight timings or fluctuating rates, then we will pass these changes to you, as soon as is practicable. Generic photographs contained in our brochure and on our website do not necessarily absolutely represent the particular resorts, beaches or amenities adjacent to the properties (or the actual hotel room, apartment, layout, decor, view etc. you might occupy or experience). They are however, absolutely representative of the resorts / amenities / beaches available in the area or of the actual room / apartment in a particular property. Sometimes, especially in low season months, facilities in some properties or resorts may close down or operate at certain times only. Equally, repairs may need to be carried out or maintenance work become necessary. Such matters are wholly beyond the control of Sunway Travel and no liability shall attach to us for any disappointment or diminution of enjoyment caused as a result. ##MARKETING MATERIAL Using your information, we may from time to time contact you with or make available to you (directly or indirectly) information on offers of goods and services, brochures, new products, forthcoming events or competitions from our holiday divisions. We will tailor the information you receive or see; this will enable us to make available to you more personalised and relevant communications. We may use innovative technologies and work with business partners to achieve this. 2. We will assume you agree to email when you make an e-booking or provide us with your email in other situations such as in-store, competitions, promotions, prize draws and social media. You have the right to ask in writing not to receive direct marketing material from us. If available, you can amend your previous preference on our website, use our "unsubscribe link ", opt-out of personalised emails or refer to our literature containing instructions. Once properly notified by you, we will take steps to stop using your information in this way. Please review our Privacy Notice for more information concerning GDPR. ##PRICES All prices quoted are per person in Euro. Prices featured in our brochure and shown on our website are correct at the time of publication and are given as guidance only. Hotel prices are based on a minimum of 2 persons sharing a twin room. Apartment prices are based on full occupancy sharing. Children do not count towards occupancy prices. A certain minimum number of full fare paying passengers are required depending on the unit type booked and child prices are only available over and above the minimum FFPP (Full Fare paying passengers) Infants are not entitled to baggage allowance. Package holidays prices shown in our brochure and our website are “from” prices and are based on travelling on a specific date. Prices are subject to availability & includes any early booking discount. Flexible holiday prices include return flight and accommodation. Transfers and Baggage Allowances are not always included in our holiday prices but can be added on at the time of booking. Sunway Travel recommend that you always book early to take advantage of early booking prices. The price of your holiday will be confirmed at the time of booking. ##IF YOU HAVE A DISABILITY We have identified hotels throughout our destinations that have rooms suitable for disabled guests. If you do have specific requirements, we would recommend that you contact us before you book and we will be happy to check the suitability of the selected accommodation for your disability or needs. ##EXCURSIONS Excursions or other Tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with Sunway. For any Excursion or other Tour that you book, your contract will be with the Operator of the Excursion or Tour and not with Sunway. We are not responsible for the provision of the Excursion or Tour or for anything that happens during the course of its provision by the Operator. ##MISPRINTS AND ERRORS We take all reasonable care to ensure that the descriptions, prices and information on our website are correct. Regrettably, occasionally, an error will appear. Please contact us and we will tell you of any corrections affecting the holiday you are interested in. We regret that we cannot accept any liability for such errors unless you have followed this procedure. UPDATED: 05 OCTOBER 2021