Fraser Campbell Travel – Tour Operator Terms of Business

Version 1 – September 2026

1. Introduction

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

Below we have outlined our Booking Conditions/Terms of Business when acting as the ‘tour operator’ and or ‘principal’, which together with our Privacy Statement, Website Terms of Use and further information which is available to you prior to booking with Fraser Campbell Travel forms the contract between You, the ‘client’ and Us the ‘company’. Please ensure you read, understood and agree with all terms prior to booking any arrangements with Fraser Campbell Travel.

Please note, if you have booked a cruise only or flight inclusive cruise product, where flights have been arranged by the cruise operator, the below terms will not apply to you, please refer to Fraser Campbell Travel’s Agent Terms of Business. We shall inform you, upon request, prior to booking which Booking Conditions/Terms of Business shall impact your booking, Fraser Campbell Travel shall also confirm which Booking Conditions/Terms of Business will impact your booking on written confirmation once a booking has been made.

In these Booking Conditions/Terms of Business, ‘We, Us, Our’ refers exclusively to Fraser Campbell Travel, which is trading as Fraser Campbell Travel Ltd, Company Number: 15597311, registered at 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM. ‘You’ and ‘Your’ refers to all individuals named on the booking, this includes all additions and substitutions to a booking at any time. The term “Lead Name” refers to a named member of the booking party who is over the age of 18 years old, carrying the legal capacity to do so and makes the initial payment at the time of booking.

By booking with Fraser Campbell Travel, you agree and that you have read, understood and accepted all aspects of the Booking Conditions/Terms of Business of the holiday contract, Fraser Campbell Travel’s Privacy Statement, Website Term of Use and further information which is available to you.

2. Booking

2.1 While selecting your holiday booking with Fraser Campbell Travel, it is essential to understand and accept the laws and requirements of all countries you are planning to visit. Please visit the Foreign, Commonwealth & Development Office website https://www.gov.uk/foreign-travel-advice for important, up-to-date travel advice.

2.2 A booking is secured by paying the full required deposit, once a booking has been made, a binding contract between the company and the client will be formed and accepted. During the time of booking the ‘Lead Name’ on each booking will guarantee that they have the legal authority and capacity to act on behalf of other named persons on the booking.

2.3 It is the responsibility of the ‘Lead Name’ to ensure you have read and understood the Booking Conditions/Terms of Business, Privacy Statement, Website Term of Use and Confirmation of Booking information.

2.4 For any bookings which include any flight arrangements which have been arranged by Fraser Campbell Travel, you shall receive an ATOL Certificate in your Booking Confirmation Information. If there is any incorrect information or information which needs to be amended, please contact Fraser Campbell Travel immediately to rectify this information as this may not be able to be changed later. If there are any incidences where incorrect information has been provided on an ATOL certificate, you must contact Fraser Campbell Travel within seven (7) working days of booking.

2.5 If you or your party has any questions regarding any aspect of the binding contractual requirements of your booking, our staff will be more than happy to discuss this at any point.

3. Price & Payment Terms

3.1 As forementioned, a binding contract is created between ‘you’ and the ‘company’ when the payment of the full deposit has been received by Fraser Campbell Travel. The amount of deposit will vary depending on the supplier/s and or operator/s We use. Until the full deposit has been paid, Fraser Campbell Travel reserves the right to cancel and or amend any arrangements and prices agreed upon as the binding contract has not been formed.

3.2 All prices quoted and contract at Fraser Campbell Travel are valued in Great British Pounds (GBP).

3.3 On some bookings, the operator/s may add additional forms of incentive for the client/guest in the form of Onboard Credit. Please note, each operator will vary on the currency they use in their contracts. Onboard Credit Currency, if any value is applicable to Your booking, will be outlined on the Booking Confirmation.

4. Financial Protection

4.1 Fraser Campbell Travel holds an Air Travel Organisers Licence (ATOL) issued by the Civil Aviation Authority (CAA) under number 13004This provides financial protection when you purchase flight inclusive holidays or travel arrangements through us.

4.2 When your booking is protected under our ATOL, you will receive an ATOL Certificate at the time of booking. This confirms which parts of your travel arrangements are financially protected and who is responsible for providing that protection. Please keep this document safe and take it with you on your holiday.

4.3 If the travel provider named on your ATOL Certificate stops trading, the CAA may arrange for your return to the United Kingdom if you are already abroad, or provide a refund for any money paid in advance.

4.4 Please note that not all travel services are ATOL protected. For example, holidays that do not include flights or reservations purchased on their own may fall outside the scope of ATOL. Where your arrangements are not ATOL protected, we will make this clear on your documents at the time of booking.

4.5 Your responsibilities

• You must check your ATOL Certificate carefully and ensure that all elements of your travel arrangements are listed correctly.
• If anything appears incorrect or missing, please contact us immediately.
• ATOL protection relates solely to financial protection in the event of supplier failure. It does not replace the need for comprehensive travel insurance to cover medical, cancellation, or personal risks.

4.6 Limits of protection
The ATOL scheme will only provide protection where the travel organiser or supplier has ceased trading and where your booking meets the criteria of the ATOL scheme. Acceptance of assistance under the ATOL scheme may require you to assign your rights against the failed travel provider to the Trustees of the Air Travel Trust.

5. Travel Trust Association

5.1 Fraser Campbell Travel is proud to be a member of Travel Trust Association (Membership Number: X8771. This means that We will abide by the Travel Trust Association’s Code of Conduct throughout your booking with Fraser Campbell Travel. This benefits You, as Travel Trust members provide a high standard of service.

6. Client Amendments to Reservations (up to Cancelation)

6.1 At Fraser Campbell Travel, we understand that holiday arrangements may need to be cancelled or amended to suit the clients needs.

Cancelations

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

6.3 If one or more persons are cancelled from a Fraser Campbell Travel booking, this may increase the per person price for the clients still planning to travel. Should a change in pricing occur, this will be discussed at the time of the cancelation request. If the new per person price is accepted, the persons still wishing to travel will be liable to pay the per person price increase. Any changes person travelling on a booking must be requested by the “Lead Name” if the ‘Lead Name’ is not able to action the cancelation request, Fraser Campbell Travel must receive an instruction, in writing from the “Lead Name” or the “Lead Name’s” Legal Power of Attorney (LPA).

6.4 As operators impose a cancelation fee for any cancelation request, you will have to adhere to the cancelation fees set by Fraser Campbell Travel. The below table outlines the cancelation charge for any booking made by Fraser Campbell Travel, these shall apply to all bookings with the exception where the operator/s demand a charger charge, where this will be communicated to you before the cancelation is processed.

6.5 Cancellation by You in the Event of Unavoidable and Extraordinary Circumstances

To rely on this clause, you must be able to demonstrate, at the time you wish to cancel, that it is not reasonably possible for your holiday to proceed.

For the purpose of this clause, “unavoidable and extraordinary circumstances” may include, for example: acts of war, significant security issues such as terrorism, major risks to human health (including serious disease outbreaks at the destination), or natural disasters such as floods, earthquakes or severe weather that directly affect travel or holiday arrangements.

This condition 4 explains your cancellation rights. Please note that there is no automatic right to cancel your holiday under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• Fraser Campbell Travels Ability to Amend Reservations

• Pricing Changes – We may adjust the price of your holiday after you have booked, but only in specific circumstances. These include changes to the cost of fuel or other power sources, changes to taxes or fees imposed by third parties such as tourist taxes, landing or embarkation or disembarkation fees at ports or airports, or fluctuations in exchange rates. No price changes will be made within twenty days of your departure date.

If the cost increases, we will pass on the amount of that increase to you in line with this clause. However, if the total increase is more than eight percent of the price of your holiday, you may choose to:

1. Accept an alternative holiday of a similar standard, if available. If the alternative holiday is of a lower price, we will refund the difference, or
2. Cancel your holiday and receive a full refund of all monies paid, excluding any amendment fees already charged.

If the cost of your holiday decreases due to the same cost changes, we will provide a refund of the difference, minus any reasonable administrative expenses incurred. Please note that not all travel costs are purchased in local currency, and some changes may not affect the price of your holiday due to contractual arrangements and financial protections we have in place.

7.2 Non-Pricing Changes – When you confirm your holiday, you accept that we may need to make changes to the services included. Where a change is considered minor, we will aim to let you know as soon as it is practical to do so, provided there is sufficient time before you travel. We will not offer compensation or accept liability for minor alterations. Minor changes include, for example, a change to flight times by less than twelve hours, a change in aircraft type, a switch to accommodation of the same or higher standard, or a change in air or sea carrier.

However, if we are obliged, due to reasons outside of our control, to make a significant change to one of the key elements of your holiday, you will be entitled to the options below.

1. We will contact you to outline the change. You may then choose to:
   • Accept the revised arrangements,
   • Cancel your booking and receive a full refund of all monies paid, or
   • Accept an alternative holiday, if one is available. If the alternative option is lower in price, we will refund the difference.

We will explain how to inform us of your decision. Please respond within seven days of receiving our notification. If we do not receive your response, we will send one further request. If no response is received after that, we will treat this as your agreement to the revised arrangements.

2. If you cancel due to a significant change, we will also pay compensation as shown in the table below, unless the change results from unavoidable and extraordinary circumstances (as defined in clause 4). This payment does not prevent you from pursuing a higher amount if you are legally entitled to do so.

Important Information

Compensation will not be payable where:

1. The change is minor.
   b. The significant change or cancellation takes place more than 110 days before departure.
   c. You accept the revised holiday or accept an alternative offered.
   d. Your arrangements are cancelled because you did not pay in full by the required date.
   e. The change results from adjustments requested by you.
   f. The change or cancellation occurs due to unavoidable and extraordinary circumstances (see clause 10).

7.3 Right to Cancelation – We reserve the right to cancel your holiday or any part of it at any time. In the event that we need to cancel, we will notify you as soon as it is reasonably possible for us to do so, taking into account the circumstances of the cancellation.

If we cancel your holiday due to reasons other than your failure to comply with your payment obligations, or any other failure on your part, you will be entitled to either:

1. A full refund of all monies you have paid to us for the cancelled elements of your booking, or
2. An alternative holiday of a similar standard, if one is available. If the alternative is of a lower price, we will refund the difference.

Compensation will not be payable where the cancellation arises from circumstances outside of our control, including but not limited to unavoidable and extraordinary circumstances (as defined in clause 10), or where any refund or compensation is provided directly by the cruise line, airline, hotel, tour operator or other supplier involved in your booking.

Where compensation is offered by the operator providing the travel service, we will pass this directly to you once received by us. We will not be responsible for providing compensation beyond that which the operator has confirmed.

• Operator Amendments to Reservations

8.1 Fraser Campbell Travel partner with many cruise and river cruise operators. Operators reserve the right to amend all aspects of Your holiday experience with them, this includes but is not limited to, change of itinerary (ports and time in port) for any reason, change of cabin/stateroom location, change to dining time, change to bed configuration in the cabin/stateroom, change to the operators shore excursions, change to boarding time or departure time.

8.2 In very rare circumstances, some operators may oversell a particular sailing/cruise or may have to reduce their operating capacity, this would result in some clients being asked to forfeit their sailing on that date for compensation and or an alternative suitable arrangement. In these circumstance Fraser Campbell Travel will advocate for Our clients to remain on the current arrangement, however, if the operator’s decision can overrule Fraser Campbell Travel in these circumstances.

• Fraser Campbell Travel’s Responsibility

9.1 We act as the organiser of your package in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018. We are responsible for ensuring that the travel services that form part of your confirmed package are provided in accordance with the details shown on your confirmation invoice and in the information provided to you before booking.

We are not responsible for, and will not accept liability for, any services or arrangements that are not expressly included in your confirmed package. This includes any additional services which you arrange directly with other suppliers while travelling.

9.2 We will not be responsible for, nor will we pay any compensation for, any personal injury or death unless it can be proven that it resulted from Our negligence. Negligence from one of Our suppliers will need to be addressed directly with the supplier.

9.3 We will not be responsible for, nor pay compensation in respect of, any injury, illness, death, loss, damage, expense or claim if it results from:
a. The actions or omissions of the person affected.
b. The actions or omissions of a third party who is not connected with the provision of your contracted travel services and which could not have been foreseen or avoided.
c. Unavoidable and extraordinary circumstances, as described in Clause 6.5 of these terms.

9.4 We place limits on the amount of compensation that may be payable if We are found liable under this clause:

1. Luggage and Personal Belongings
   For loss or damage to luggage, personal possessions or money, the maximum amount we may be required to pay is an amount equal to the excess on your own travel insurance policy. You are required to have adequate travel insurance in place to cover such losses.
2. b. Claims Not Involving Injury, Illness or Death
   For all other claims that do not involve personal injury, illness or death, the maximum compensation we may be required to pay will be no more than three times the total price paid by or on behalf of the person making the claim. This limit applies only where you have received no benefit at all from the package.
3. International Travel and Accommodation Claims
   Where claims relate to international travel by air, sea or rail, or hotel stays, Our liability will be limited as if we were the carrier under the relevant international Conventions. These include, for example, the Warsaw or Montreal Convention (air), the Athens Convention (sea), the Berne or Cotif Convention (rail), and the Paris Convention (hotels). The conditions of carriage of the relevant transport company also apply to Your booking and form part of your contract with Us.
4. Flight Disruption Compensation
   If you are entitled to compensation or assistance under EC Regulation 261 2004 due to flight disruption, Our liability will be limited to the entitlements under that Regulation. Any disruption compensation requests should be handled directly with the carrier.

We may deduct any sums that You have received or may be entitled to receive from the service provider or carrier when making any payment to you.

5. If Services Are Performed Improperly
   If We or Our suppliers fail to perform the services included in your package with reasonable skill and care and this affects your enjoyment of your travel arrangements, you may be entitled to an appropriate reduction in price, compensation or both.

You must inform us without undue delay if You believe any part of Your travel services has not been provided properly. You must also be able to show that We or Our supplier failed to use reasonable skill and care.

6. Your Duty to Follow the Complaints Procedure
   It is a condition of Our acceptance of liability that you follow the complaints procedure set out in these booking conditions and notify us and the relevant supplier immediately of any issue.
7. Assignment of Rights
   If We make any payment to You, You (or Your parent or guardian if under 18) agree to assign to Us or Our insurers any rights you may have to pursue a third party and to provide all reasonable assistance required.
8. Losses We Cannot Accept Liability For
   We cannot accept responsibility for any loss:
   a. That we could not have foreseen based on the information provided to us before Your booking was confirmed.
   b. Relating to business activities.
   c. For indirect or consequential loss of any kind.
9. Services Not Forming Part of Our Agreement
   We cannot accept responsibility for services or facilities which do not form part of Your confirmed package. This includes excursions or activities You choose to book locally, or services offered by Your accommodation separately to our arrangement.
10. Extended Accommodation in Unavoidable Circumstances
    If it becomes impossible for You to return home as scheduled due to unavoidable and extraordinary circumstances, we will provide necessary accommodation where required for up to three nights. This limit does not apply to persons with reduced mobility and those accompanying them, pregnant persons, unaccompanied minors or persons requiring specific medical support, provided we were notified of such needs at least 48 hours before departure.

• Health & Travel Insurance

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

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

• Passport & Visas

11.1 You and all named guests on a booking with Fraser Campbell Travel must have a valid passport with at least 6 months of validity at all times of Your travel. This includes your return date to the United Kingdom. It is Your responsibility to ensure all passports adhere to this requirement as it can affect Your ability to travel and in some incidences, You or a named member of Your booking may be unable to travel.

11.2 It is Your responsibility to ensure You and all named parties on Your booking have the correct and valid visas for travelling countries within your arrangements booked by Fraser Campbell Travel. If you have any questions regarding Visa requirements, please contact a member of our Concierge Team on +442045 860655 please note, we provide general advise and any detailed questions will be referred to You to raise with the specific embassy/consulate.

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

• Data Privacy

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

You can find Our Privacy Policy outlined on Our website: www.frasercampbelltravel.com/legal

• Website Accuracy

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

• Additional Onboard Charges

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

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

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

It is Your responsibility to settle Your account with the Supplier/Principal before disembarking or leaving any property or venue.

• Assistance While Travelling

16.1 Should you, or a named member of the booking party, require assistance while You are on Your travel arrangements booked by Fraser Campbell Travel it is essential that You contact the correct organisation depending on the circumstances of the assistance you require. While on Your travel arrangements, the operator/s and or supplier/s should be your first point of contact in a non-life-threatening or non-emergency incidence. This shall allow for the operator to assist you in a timely and responsive way. If You or a name member of your booking party should feel that the situation has not been resolved appropriately, or that You still require assistance, you should contract Fraser Campbell Travel immediately.

16.2 In life-threatening or emergency circumstances, you should contact the emergency services immediately.

16.3 Fraser Campbell Travel advises to have Your, or any named member of the booking party’s travel insurance company emergency assistance telephone number and policy ID readily available at any point of your travels.

16.3 In the situation where you require urgent assistance from Fraser Campbell Travel to assist with an emergency situation, our dedicated Concierge telephone number is available 24 hours a day, 7 days a week on +442045 860655 or email concierge@frasercampbelltravel.com with the subject line clearly indicating the word ‘EMERGENCY’.

• Excursions

Excursions or activities that you choose to book or pay for while you are travelling are not included as part of the package you have booked with us. Your contract for any such excursion or activity will be with the relevant operator and not with Fraser Campbell Travel. We are not responsible for the operation or performance of these services, nor for anything that occurs during the course of their provision by the operator.

• Complaints

18.1 If during Your holiday you have a complaint regarding Fraser Campbell Travel or the operator/s or supplier/s you have been booked on, you must raise this complaint at your earliest connivence to the operator/s and or supplier/s and to Fraser Campbell Travel. This shall allow the operator/s and or supplier/s and Fraser Campbell Travel to take appropriate steps to remedy Your complaint while you are on holiday. You can reach Fraser Campbell Travel via telephone on +442045 860655 and concierge@frasercampbelltravel.com.

18.2 On your return to the United Kingdom, if a complaint regarding Fraser Campbell Travel or the operator/s and or suppliers has not been remedied, please contact Our Customer Service Team via telephone on +442045 860655 and concierge@frasercampbelltravel.com.] within 28 days. We aim to respond confirmation of the complaint within 5 working days, and We shall work on an appropriate solution to remedy your complaint within 28 days. If the complaint involves operator/s and or supplier/s this may take a longer time if their responses are not within this time.

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

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

• Membership Programme

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

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

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

• Applicable Laws

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