Terms and Conditions
The conditions set out below are all concerned with arrangements you make for travel to your chosen opera. You must appreciate that OperaTravels legal liabilities to you in relation to travel arrangements are very different to their legal liabilities to you in relation to Events. All these liabilities are detailed below. However, we want to emphasise from the start as clearly as possible that OperaTravel has no control of or involvement in Events and OperaTravel cannot have any responsibility to you for anything which goes wrong with an Event, such as a cancellation or a postponement.
The following booking conditions, which you must read carefully, reflect the above and set out the terms and conditions of the contract between you and OperaTravel. The terms we, us and our as used in these terms and conditions mean OperaTravel. Section A details the conditions which apply if the purpose of your travel is to attend an Event or you are booking an Event through us. Our obligations in relation to travel arrangements vary depending upon whether or not what you book with us is a package as defined by the Package Travel, Package Holidays and Package Tours Regulations 1992 (for UK departures) or the Package Holidays and Travel Trade Act 1995 (for Ireland departures), collectively referred to in these conditions as the Package Travel Regulations. Section B details the conditions which apply to a package booking. Section D details the terms which apply to any type of travel booking.
A. Events and Event Tickets
When we book an event ticket for you, our responsibility is limited to the arranging of the tickets. We do not have any responsibility for the supply, provision or conduct of the event itself, and those responsible are not our suppliers. The tickets may contain important information and conditions which you must read carefully. Tickets are non-transferable unless otherwise stated. Unfortunately, whilst rare, events can be cancelled, postponed, rescheduled, abandoned or curtailed at short notice or even without notice. We make every effort to obtain and pass on to you up to date information regarding events. This information is based on details supplied to us but we cannot guarantee its accuracy or that changes will not occur. The cancellation of an event or the non-appearance of a player are entirely outside our control and outside our contractual responsibility and we cannot accept any responsibility for them. We cannot, therefore, accept any responsibility or pay any refund, compensation or another sum for any changes in or cancellation of any advertised or confirmed programme or itinerary, even where this involves the cancellation of an event which may have been your main reason for making your booking. We will always do our best to find a suitable alternative, but cannot promise to be able to do so. If however, we obtain a refund from the organiser, this will be passed on to you. We accept no liability for either the validity of any tickets you purchase or for any cancellation or alteration of the event. No refund or compensation or another sum will be paid by us. If we are able to change our services to coincide with the re-arrangement of the event we will inform you of the changes and any addition or reduction in costs that may apply. In some cases, we will not be able to alter arrangements and we will continue to supply the original travel services which we have agreed to supply you. This applies even where there has been the cancellation of an event which may have been your main reason for booking. In addition to the above, please also note the following important information:
A1. Theater / Venue Admission and Facilities
Admission to stadium/venues is controlled by the opera organizer, theatre officials and/or the police. Where we provide you with a ticket for an event, our responsibility is limited to the provision of the ticket itself and this does not guarantee your admission to the stadium. Your actions or behaviour or the behaviour or actions of others may result in you being denied entry to the stadium/venue. Such circumstances are beyond our control and we accept no responsibility if this happens. We accept no liability whatsoever for either the quality of any event or stadium/venue facilities or for any injury sustained in the stadium/venue or in the vicinity of the stadium/venue or during the event (except where such injury is caused by our negligence). Theater and Ticket regulations apply which will be stated on your ticket or available on request from the opera organizer.
Tickets, event organizers, theatre or OperaTravel will not issue duplicate/replacement tickets. OperaTravel Accept no responsibility for lost or stolen tickets.
A3. Theater/Association Membership Requirements
The issuing of event tickets may be restricted to supporters who satisfy certain eligibility criteria as determined by clubs or associations connected with the event. We do not determine your eligibility for tickets but we have the right to refuse to accept a booking or cancel a confirmed booking where you have failed to comply with any theatre/association membership requirements advised to us by the theatre/association. Cancellation can be made any time up to the event and any refunds will be at the discretion of OperaTravel depending on whether OperaTravel has incurred costs in relation to the booking.
B. Registered Adress
OperaTravel registered office is: Kemp House, 152 - 160 City Road, London EC1V 2NX Telephone: 020 8629 1154 (Mon-Fri, 09.00 - 16.00)
B1. Overseas Booked Excursions
We do not provide Overseas Booked Excursions or Pre-booked Excursions and they are supplied by our third party suppliers and are subject to the clause Suppliers Conditions at section D9 below. Overseas Booked Excursions do not form part of your package and are not governed by the Package Travel Regulations. We do not have any responsibility or liability whatsoever for anything which may go wrong on an Overseas Booked Excursion. We, our servants, employees or agents are acting depending upon the actual Overseas Booked Excursion, either as agents for the relevant Overseas Booked Excursion supplier or as agent for you. In any event, the contract for any Overseas Booked Excursion is between you and the Overseas Booked Excursion provider. It is your responsibility to note carefully any conditions of contract contained in any Overseas Booked Excursion literature, ticket or receipt you are given.
B2. Changes Made By Us Before Travel
From time to time we may have to change details of the package you have booked. If any change will have a significant effect on your package, we will tell you about it before your package, if there is time. Changes we will tell you about include: A change of the time of a scheduled event venue so that you do not miss the event or the start of the event. If we downgrade your accommodation by a lower official rating. If you do not want to accept a significant change, which we will tell you about before you depart, we will, if we are able to do so, offer you an alternative package of equivalent or closely similar standard and price at no extra cost. If you do not wish to take the alternative we offer you, you can choose a different package offered for sale by us and pay, or receive a refund of, any price difference. Any change which is not deemed to be significant, as outlined in the section entitled Changes made by us before travel, will be classed as a minor change. We will endeavour to tell you about a minor change before you travel.
C. Price Changes
Price increases may occur any time prior to departure, you will be liable to pay any such increases in full. If, before you book, we know of circumstances that may cause an increase in the price of your booking after you have paid, we will endeavour to provide details to you. For example, this may include extra costs associated with repositioning aircraft or changes in supplier costs advised at short notice.
C1. Our Liability to You
Our obligations under our contract are limited to using our reasonable skill and care to arrange for the provision of the services and/or accommodation included in your booking by independent third parties. We have no responsibility or liability for the provision of the actual transport services, accommodation or the event or for the acts or omissions of the provider concerned or any of its/their employees, agents, suppliers or subcontractors. The transport providers conditions of carriage will apply to your contract (see Suppliers Conditions in section D). We are not an airline or air carrier, or train, coach or ferry operator and do not enter into a contract for carriage with you. We do not provide or undertake to provide any transport services; we simply agree to arrange these where included in your travel arrangements.
C2. Opera Package
When you book a package, accommodation will be reserved for you as agreed in our contract. Where a fixture is rescheduled for any reason whatsoever to a kick-off time within 36 hours of the previously confirmed time, we will, subject to availability, offer you the option to change the stay in your accommodation booking to coincide with the fixture change. This change does not constitute a significant change and no refund will be payable if you cancel your Opera package.
D. Data accuracy
The person who signs the booking form or completes the booking online or over the telephone is the lead name. He or she must be a minimum age of 18 and is responsible for payment of the total booking price, and subsequent cancellation/amendment charges that may be payable. He/she also agrees to provide accurate and full information to the remainder of the traveling party in relation to the booking, including any changes thereto and confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions, and all other information provided on our website. Please ensure that all information relating to names and passport details provided at the time of reservation is accurate. Following your booking, you will receive electronically a confirmation you are requested to immediately check this for any errors. If the data in your confirmation is not correct you will need to contact OperaTravel to advise us. OperaTravel is not liable for damages or costs if it subsequently transpires that the data provided is not correct. Any extra costs associated with the amendment of a reservation due to false or incomplete passenger details being provided will be added to your account and must be paid in full before the adaptation can be carried out.
D1. Payment terms
Full payment is required at the time of booking for groups of 9 or less. Larger groups may contact us regarding this matter. If you are purchasing a travel insurance policy through us, the premium for this will also be payable at time of booking.
D2. Method of Payment
We accept payment by Visa, Mastercard, American Express and PayPal. Please note that payments made to us via PayPal will be credited to our head office account held in The Netherlands under the name TravelGroep B.V.
It is a condition of our contract with you that you have suitable insurance cover for all bookings which are not Day Trips, even where you book a Day Trip we strongly recommend you arrange appropriate cover.
D4. Changes you make before travel
If you want to change the arrangements you have booked in any way, we will try to help you, although we cannot guarantee that we will always be able to do this as changes are subject to availability at the time and to the transport providers terms and conditions. Please note there will be an administration fee for this service. Please contact us for the relevant price. If you are not satisfied with any aspect of your travel arrangements please complain as soon as possible to the relevant person (for example, the hotel management). If they cannot help you must contact us at the telephone number supplied to you on your invoice/receipt and we will do everything reasonably possible to sort the problem out. If you are still not satisfied please write to our offices via email within 28 days of returning home. It is difficult and sometimes impossible properly to investigate a complaint if we are not told about it reasonably quickly once your trip is over.
D5. Passports & Visas (British & Irish Citizens) and Health Requirements
It is your responsibility to ensure that you and all those travelling with you have a valid passport and any necessary visa and that you have obtained any necessary vaccinations to gain entry to any country you are visiting. It can often take some time to obtain a passport or visa, therefore, you should apply well in advance. In peak periods it is advisable to allow at least 4 weeks. However, passport and visa regulations and health requirements can change at any time, therefore, we recommend that you check passport/visa requirements with the Embassy or Consulate of the country you intend to visit and that you consult your GP. Travel advise, including health requirements can also be obtained from the UK Foreign Office(www.fco.gov.uk) and Irish Foreign Affairs (www.foreignaffarirs.gov.ie). Also, visit websites such as www.nathnac.org.uk and www.hpa.org.uk for information. If you are visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC) or in Ireland an E111 form from your local health board, and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it. We will have no liability to you if you or any member of your party travel without then correct passport and visa or without the necessary vaccinations, and you will have to pay to us any costs which we incur through helping you because of any such failure on your part.
D6. Special requests
If you have a special request for anything that is not automatically part of the travel arrangements you book through us, please advise us when you book and we will pass this information on to the companies we work with. Our note of your request on your invoice/receipt confirms we have received it and does not guarantee that we, or the relevant supplier, can meet with your request. Where possible they will try to help you, but we cannot guarantee any request unless it is noted on your invoice/receipt and we also confirm the request separately in writing. We must emphasise that verbal confirmations of special requests cannot be taken as a guarantee that they will be met e.g. special meal types on flights.
D7. Information Accuracy
Descriptions of accommodation, destinations, facilities and services we provide are based on information obtained from our suppliers. Sometimes the facilities described will be withdrawn for reasons such as maintenance, bad weather or lack of demand from guests. Where our suppliers advise us about significant changes to descriptions or about the withdrawal of any significant facility, we will tell you as soon as possible. Some activities or facilities may not be available all year round. There may be a charge for some facilities, for example, TVs, safety deposit boxes, sunloungers, parasols, tennis courts, pool tables and air-conditioning. In some places during high season (and even at other times) there is a possibility you will be disturbed by noise from less considerate groups, so please bear this in mind when choosing your destination and accommodation. Any transfer times we quote are approximate and, depending on circumstances, the journey time to your destination may be longer.
D8. Personal Information
We will provide your personal information, as well as any personal information you provide in relation to those other persons who form your booking party, to suppliers and carriers who might be located outside the UK/Ireland and/or EU, to enable the operation of the services requested by you. If you make special requests, which include, but are not limited to, special dietary, religious or disability-related requirements, which constitute sensitive information, the relevant data will also be passed to the relevant suppliers and carriers to enable provision of the services to you.
D9. Your Responsibility
We want all our customers to have an enjoyable and carefree trip. But you must remember that you are responsible for your actions and the effect they may have on others. You have a duty to act responsibly at the event. Stadium officials or the police may refuse your entry or eject you from the stadium if you are or are suspected to be intoxicated, or abusive or your actions/behaviour is felt to be inappropriate or in breach of the theatre rules. In this event, OperaTravel and their suppliers cannot become involved in any dispute. Should this happen, we will not pay compensation, make any refund, reimburse any expenses you suffer as a result or otherwise have any liability to you.
Should you wish to cancel your booking you can do so by sending a request in writing by email. We will cancel your trip, however, are unable to reimburse any component that is already booked and non-refundable. Moreover, we charge a 10% cancellation fee of the total amount of your booking. This is to cover the administration time and effort involved in the cancellation of your reservation.
If you have a cancellation/travel insurance, you can always contact your insurance company to ask for reimbursement. We are more than happy to provide any documentation which they may require, in order to process the claim.
F. Mistake in a passenger’s personal data
The name, title and date of birth that you filled in during your booking must match the ID/passport that you will use whilst travelling. If you made a mistake, please contact us as soon as possible. We will need to contact the airline, hotel and sometimes match ticket provider to make the requested amendments. For this service, we charge a €30 fee plus any additional costs incurred by the service provider (usually only charged by the airline).
G. Flexible terms regarding Covid-19
All our trips are covered by the SGR board (financial protection for people who have purchased package holidays). In addition, we also offer a Money Back Guarantee for trips where the show has been cancelled due to Corona or for which the country of destination has closed its borders. If one of these conditions applies, we will cancel your trip and issue a refund within 30 days.
The Money Back Guarantee on travel does not apply:
If local, restrictive measures apply or are introduced, such as wearing face masks, a curfew or closure of, for example, catering for so long that the actual execution of the trip is not impossible.
The Money Back Guarantee does not apply to shows for which the dates have been moved but only if the event is cancelled or without an audience.
The booker himself (on his/her own initiative) wants to cancel. Our regular terms and conditions apply at this point (see C2)
The Money Back Guarantee does not apply if the trip is cancelled because (a traveller from) the travel group cannot/will not participate (in whole or in part) in the booked trip due to a COVID-19 related reason that is within the personal risk of the traveller(s).
The Money Back Guarantee does not cover if the show is still scheduled to take place with spectators in attendance and the country of destination is safe for travel. Should your country of departure be banned from travelling to the said country, it is your responsibility to cover yourself with travel insurance. For this reason, it is highly recommended that you purchase fully comprehensive travel insurance cover.
The booker is at all times responsible for acquainting himself/herself with all current COVID-19 requirements imposed by both the country of departure and arrival. You must have the correct travel documents and comply with the measures imposed in each country. Always keep an eye on the website of the local government for the current status. If the traveller does not have the correct travel documents and/or does not meet the requirements set by the countries of departure and arrival, the traveller is responsible for all costs arising therefrom. In such a case, the traveller is not entitled to any refund of the purchase amount.
In conclusion and for the sake of clarity, the Money Back Guarantee does not replace cancellation and/or travel insurance.