Definitions
The following terms shall bear the following meanings in these Booking Conditions:-
“Child” means a person under the age of 12 years on the relevantreturn date of travel;
“Hala Abu Dhabi”, “we” or “us” means Hala Abu Dhabi a division ofEtihad Airways PJSC a company registered in Abu Dhabi whoseprincipal place of business is at P.O. Box 35566, Abu Dhabi, UnitedArab Emirates;
“Force Majeure” means any unusual circumstance beyond our control including but without limitation war or threat of war, terroristactivity, adverse weather conditions, industrial dispute, closure ofairport or technical difficulties;
“Holiday & Service” means the holiday or service booked by you or on your behalf with us;
“Lead Name” means the first named customer on any product booking;
“Significant Change” has the meaning set out in section 6;
“Agent” means any Preferred Sales Agent, Tour Operator or Travel Agent through whom your product with us is booked;
“UAE” means United Arab Emirates; and
“You” means any customer who is or may be considering the booking of any product and includes all members of any party whoare booking together.
1. The Contract
1.1 These conditions and other information in all Hala Abu Dhabi’sbrochures, price booklets, separate publicity material and our website form the contract between you and us. All products are subject to availability and these booking conditions. In the event ofany conflict between these booking conditions and any of the brochures, price booklets, separate publicity material or our website,these booking conditions will prevail.
1.2 You are recommended to read these booking conditions carefullyand in the event that there is anything, which you do notunderstand, contact Hala Abu Dhabi or your Agent (if you havebooked via an agent) for clarification.
1.3 You need to be aware that these conditions contain a limitation of our liability to you and of our obligations in relation to any services and product, which you book.
1.4 These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchased and use on your Holiday.
1.5 When you have booked and paid for your service and we haveissued a confirmation or receipt to you or to your Agent, a contractexists between you and us and our terms and conditions apply to this contract.
1.6 The Lead Name guarantees that he or she has full authority tomake the booking on behalf of all customers named in the bookingand guarantees to pay all sums which are or may become due for all products and services booked.
1.7 The purchase and sale of the product shall take place (or shallbe deemed to take place) and come into effect in the UAE, whatever the circumstances of your booking. Notwithstanding any conflict oflaws principles, these booking conditions and any contract betweenyou and us shall be governed exclusively by the laws of the Emirate of Abu Dhabi and the federal laws of the UAE, and the Civil Courts ofthe UAE in Abu Dhabi shall have exclusive jurisdiction to determineany dispute or claim that arises out of or in connection with thecontract with you or its subject matter or formation (including non-contractual disputes or claims).
2. How to book
2.1 Bookings can be made through Hala Abu Dhabi or Etihad Holidays Sales & Servicing Team, Sales Offices or directly with the Hala Abu Dhabi Call Centre +9712 5990700 in the UAE, via www.halaabudhabi.com or through an Agent.
2.2 When a booking is made via an Agent, all communication withHala Abu Dhabi must be made via the Agent. In that case, all monies paid by you to the Agent are held by the Agent as your agent untilthe booking is accepted and confirmed by Hala Abu Dhabi.
2.3 When bookings are directly made via Hala Abu Dhabi, correspondence will be sent to the email address provided at the time of booking.
2.4 The lead name aged in the booking must be 21 years or above.
3. Payment
3.1 The full price of any services booked shall be due and payable at the time of booking.
3.2 We accept cash, bank transfers, credit and debit cards. Surcharges may incur for bookings paid by credit & debit card.
3.3 Once full payment has been received for a confirmed booking,Hala Abu Dhabi will issue a Travel Itinerary/ Voucher for all services booked. These vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier.
4. Price
4.1 All our prices are quoted in AED and/ or US$, (unless otherwise specified). Before confirming the booking we will provide you or your Agent with current pricing for all products and services booked including the price of any supplements, upgrades or additional services you have requested.
4.2 The only additional charges we may pass on to you are thoseimposed by the UAE or other regulatory bodies and/or airlines.
4.3 We reserve the right to change the price of any of the hotels, excursions and other services shown on our website, brochures, pricebooklets and other separate publicity material
4.4 Unless otherwise specified your price does not include:
Passport, visa and travel insurance
Cots, car seats, except for Hala’s Safari vehicles and food forinfants
Meals other than breakfast and unless otherwise specified
Room service, minibar, hotel extras and hotel car parking
Porterage personal expenditure, tips, laundry
Transport cost to your departure airport unless specified
5. Changes or cancellation by you
5.1. Changes
5.1.1 If you wish to change your booking after the confirmation has been sent and full payment has been made, the Lead Name shouldcontact their Agent if they booked via an Agent; or Hala Abu Dhabi ifthey booked directly . All changes are subject to availability and have to be advised in written form.
5.1.2 Amendments for particular travel arrangements might not be possible after confirmation; hence a cancellation charge of up to 100% might apply.
5.2. Cancellations
5.2.1 If you or any member of your party wishes to cancel yourbooking once a booking has been confirmed and an invoice orreceipt has been issued, the Lead Name must notify their Agent (orHala Abu Dhabi if the booking was made directly with Hala Abu Dhabi) in writing. The cancellation charges you will be required to pay, will be calculated on the basis of the date we received the writtennotification and the booked departure date. Please note we cannot refund amendment fees.
5.2.2 Cancellation charges vary according to the type of service booked. You will be advised at the time of booking of the relevantcancellation terms and conditions.
5.2.3 Specific and more restrictive cancellation charges will apply during peak periods e.g. public holidays, exhibitions, conferences, special events, Eid Holidays, Christmas and New Year which will be advised at the time of booking.
5.2.4 Hala Abu Dhabi Stopover Packages
The below cancellation policy is applicable for the Stopover program, exceptions might apply for different hotels. More restrictive cancellation charges are applicable as mentioned under point 5.2.3.
Prior to scheduled date of arrival Cancellation charge 2 days or less & no show 100%
5.2.5 For your own interest we strongly recommend that you arrangecover with a comprehensive holiday insurance policy to travel and cover any eventuality of cancellation.
5.2.6 For any groups of ten or more customers travelling together special terms & conditions apply, which will be advised during thebooking process.
6. If we have to change or cancel your booking
6.1 We will do our utmost to deliver your product as booked. As we plan the arrangements many months in advance we may occasionally have to make changes and reserve the right to do thisat any time.
6.2 If we have to make a Significant Change (as defined below) in circumstances where there has been no Force Majeure, we will notify the Lead Name or your Agent as soon as practically possible and youwill have one of three options:
- Accepting the changed arrangements;
- Transferring to another product offered by us and paying orreceiving a refund for any price difference; or
- Cancelling the services and receiving a refund of all moniespaid to us (excluding any travel insurance)
6.3 Significant changes are limited to changes involving:
- A change of accommodation to a lower star grading; or
- Length of Holiday by more than 12 hours (excluding transportdelays once you have checked-in)
- Your product selection and preferred date of the booking
7. Refunds
7.1 In cases where any part of your Holiday is on a request basis, the deposit or final payment will only be refunded in full if Hala Abu Dhabi is unable to confirm the booking and no cancellation charges apply to any confirmed components of the Holiday.
7.2 No refunds will be available on unused services.
7.3 Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Hala Abu Dhabi for the booked services which will be refunded in the form of a cheque to the original payee on presentation of valid identification.
7.4 All refunds will be processed within 21 days of the presentation of the original travel documents and invoice to Hala Abu Dhabi.
8. Our liability to you
8.1 We accept responsibility for ensuring that the travel arrangementsyou book with us are supplied as described in our brochure or on ourwebsite. If any part of these travel arrangements is not provided as promised, we will pay you appropriate compensation if this hasaffected your enjoyment of your travel arrangements. We accept responsibility for the acts and / or omissions of our employees andagents. Our liability in all cases (including in cases of gross negligence) except for death or bodily injury shall be limited to a maximum of the cost of your Holiday and any reasonable directly attributable costs.
8.2 We accept no responsibility for any delays or cancellations or non-availability of any meal or service due to Force Majeure.
8.3 In rare cases errors may occur when inputting prices into our reservations system or when printing our brochure. We regret that any contract entered into on the basis of an erroneous price will be void. Accordingly, you cannot seek to rely on an erroneous price when booking a holiday. In the unlikely event of a booking being made following a systems error we will advise you as soon as possible and offer you the choice of either a cancellation with a full refund or continuing with your arrangements upon payment of the difference in price applicable.
8.4 You should note that the acceptance of any liability on our part in any circumstances is subject to the amount of any claim against Hala Abu Dhabi being reduced by any amount paid to the claimant from time to time for the same claim such as (1.3 General Notes for Hala operated Tours & Safaris) any employee, agent or supplier of Hala Abu Dhabi who is in any way responsible for the death, injury or illness you suffer and / or (1.3 General Notes for Hala operated Tours & Safaris) under any relevant insurance policy held by the claimant.
8.5 If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your Hala Abu Dhabi booking arrangements, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs and benefits received under any relevant insurance policy to ourselves. In any case, we limit the cost of our assistance to you or to any one booking form to maximum AED 10,000/-.
8.6 If we make arrangements for you with any third party to provide any services other than carriage by air, or if we issue a ticket or voucher provided by a third party such as surface transportation, hotel reservations, car rental, or any other activities, in doing so we act only as your agent. We will have no liability to you for any such services we arrange for you unless any loss or damage is caused solely by our gross negligence and in such case our liability shall be subject to clause 8.1. The terms and conditions of the third party service provider will apply. Such conditions are available from us upon request.
9. Your responsibility
9.1 You must ensure that you and all customers named on your booking have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from yourfailure to meet these requirements. Please check with theappropriate tourist board/embassy of the destination you aretravelling to prior to departure to ensure you have fulfilled any visa/passport requirements in good time before you depart.
9.2 You are responsible for providing all information to us which weor any airline or other carrier or customs or governmental body mayrequire. This may include information about your name, passportnumber, nationality, date of birth, gender, country of residence, travel history, occupation, home address, point of origin, finaldestination and address at destination.
9.3 You are responsible for ensuring that any existing medicalconditions or disabilities, which may require assistance, are declared to us before you book your Holiday or, if newly diagnosed, before thedate of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses toaccept you or any member of your booking as a passenger if thisinformation is not made known to us. In all circumstances it remainsyour responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have bookedand undertaken and also that you have taken the relevant travel andmedical insurances. We reserve the right to ask for further medicalinformation from you if you notify a health matter to us and to refuse or cancel your Holiday in our absolute discretion.
9.4 You are responsible for the behavior of yourself and allcustomers named on your booking. We or our suppliers reserve theright to refuse your booking or to remove you and/or any member ofyour booking from any arrangement if you or any member of your booking is reasonably deemed to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred byyou or any member of your booking under these circumstances, andyou may face criminal prosecution.
9.5 You are reminded that the Guest Guide of our vehicles have absolute authority over the vehicle and its guests whilst boarding orin motion. The Guest Guide or other authorized representative of Hala Abu Dhabi can refuse to carry anyone if they are unruly or areotherwise unfit to travel or are a danger to the experience or otherguests. If you are refused carriage in these circumstances your services will terminate immediately and will be considered as acancellation by you in accordance with Section 5.2 in such circumstances we will have no further responsibility or liability to youor any member of the booking.
9.6 If you participate in any activity (including any sports, watersports or desert sports) whilst on Holiday such participation is at yourown risk and it is your own responsibility to obtain the relevantinsurance.
9.7 If you receive any medical services whilst on Holiday you acknowledge and agree that such services shall be taken at yourown risk and it is your own responsibility to consult appropriatehealth professionals on any matter relating to your health and well-being.
10. Insurance
10.1 For your own interest we strongly recommend that you arrangecover with a comprehensive holiday insurance policy to travel on any of our services.
11. Complaints
11.1 We plan our arrangements with great care, and in the unlikelyevent of a complaint about any aspect of your stay, it should bereported immediately to the Hala Abu Dhabi’s local representative orto the Hala Abu Dhabi Operations Team (+9712 599 0700), who willgive a priority response to resolve in-resort issues.
11.2 Should the matter not be resolved while you are in resort, any complaint must be submitted in writing within 30 days of return fromyour Holiday to your Travel Agent or to Hala Abu Dhabi’s, GuestRelations Department, P.O. Box 35566, Khalifa City A, Abu Dhabi,United Arab Emirates, or by e-mail to feedback@etihad.ae
11.3 We regret we cannot accept claims outside this period.
Abu Dhabi Stopovers 2019 - Terms and conditions
General terms and conditions:
- The “Stopover programs” are available to guests from all origins on the Etihad global or Etihad Airways Partners (EAP) network when transiting via Abu Dhabi to any destination on the Etihad global or EAP network. The offer is only available for transiting guests.
- The offers are valid on Etihad Airways Partner operated flights provided that at least one of the two flights link with Abu Dhabi (inbound or outbound).
- The stopover conditions of the applicable fare of your ticket will apply, including additional charges for adding a stopover plus any applicable taxes. Please read the terms and conditions on your ticket carefully. A minimum of 2 nights stay is required and the Abu Dhabi Stopovercan be booked on both directions. The complimentary Premium Stopover can only be availed in one direction and the second stay will be payable by the Guest at the Abu Dhabi Stopover rates. Additional nights can be booked in conjunction with the complimentary Premium Stopover at the applicable rate.
- “Stopover programs” are subject to daily hotel allocation and as a result, all accommodation is subject to availability.
- Rates offered are starting prices and are per person per night based on twin share. The final pricing is subject to availability and seasonality. We reserve the right to change the rates of any of the hotels, excursions and other services.
- Hotel rates are inclusive 10% service charge, 3.5% tourism fee, 2% municipality fee and 5% VAT known at the time of producing this tariff. Hala Abu Dhabi reserves the right to adjust without prior notice the quoted rates accordingly to reflect any increase or changes in the amount of government or municipality fees and/or taxes as applicable in each of the Emirates in this tariff.
- For hotel bookings in Abu Dhabi an additional fee of AED 10 per room/ night is applicable and has to be paid directly by the guest at the hotel.
- For hotel bookings in Dubai an additional fee (Tourism Dirham) will be applicable and has to be paid directly by the guest at the hotel.
- Abu Dhabi Stopover is valid for travel & hotel accommodation from 01 January 2019 to 31 December 2019, excluding Blackout dates during major events (e.g. Formula 1, ADIPEC) and conferences. Please check at the time of booking.
- The offers are only valid for adults traveling on return tickets and the lead person on the booking must be at least 21 years old.
- “Stopover programs” are a voluntary promotion run by Etihad Airways and EAP and can be withdrawn at any time at the discretion of the airline(s).
- All accommodation must be pre-booked prior to the arrival date at the hotel. Hotel reservations must be made minimum of 72 hours (3 days) prior to arrival for the request to be processed. This is not a guarantee of confirmation. Any reservations made directly with a hotel do not qualify for the offer and cannot be amended by Etihad/ EAP/ Hala Abu Dhabi without exception.
- This offer cannot be used in conjunction with any other promotion run by Etihad, EAP or the participating hotels. Hotel accommodation is subject to availability and we reserve the right to offer an alternative hotel of a similar standard. No liability will be accepted where flight bookings have been made and/or tickets issued if no hotel availability exists.
- A maximum occupancy of two adults and one child below 12 years on existing bedding is applicable for Abu Dhabi Stopover. Extra beds are available upon request and will be payable directly with the hotel. It is not possible to upgrade to a higher class of room/suite as part of the Stopover program.
- All extra charges incurred during the stay (e.g. meals, laundry, room service, telephone etc.) are the responsibility of the guest and need to be paid directly to the hotel upon check-out and a credit card will be requested upon check-in as security against other services which are offered at an additional charge.
- In the event of cancellation, please contact the “Stopover” team on AbuDhabiStopover@etihad.ae within a minimum of 2 working days to avoid cancellation charges. Cancellation charges apply where a full 2 days’ notice has not been received prior to arrival at the hotel. Specific and more restrictive cancellation charges will apply during peak periods e.g. public holidays, exhibitions, conferences, special events, Formula 1, Eid Holidays, Christmas and New Year. The cancellation charges for the respective hotel will be informed at the time of booking. Exceptions might apply.
- Tours and Attractions are subject to availability at the time of booking. The ‘2 for the price of 1’ tours and attractions offer must be booked in conjunction with the hotel offer and cannot be booked independently from the hotel booking.
- 24hrs check-in/ check-out provides that guests will have access to their room from the moment they arrive in Abu Dhabi for 24 hours through to the following day. That means that guests who check in at 8 pm can check-out at 8 pm the next day. (Only valid for hotels who offer 24hrs check-in/ check-out.)
- Etihad Airways/ EAP/ Hala Abu Dhabi reserve the right to cancel any Stopover booking that does not meet these terms & conditions.
- Offer exclusions:
- The offers are not available for guests whose final destination is the United Arab Emirates.
- The offers are not valid for guests originating their journey from the United Arab Emirates.
- The offers are not valid for unaccompanied minors or children travelling without an adult over 21 years of age.
- The offers are not valid on staff tickets, travel industry-discounted tickets or group bookings.
- Visas are not provided for Abu Dhabi Stopover within this promotion. UAE Visas can be purchased directly by the guest via the website http://www.etihad.com/en-ae/before-you-fly/visas/
- No liability will be accepted where flight bookings have been made and/or tickets issued if no hotel availability exists.
- The offers are not valid in conjunction with any other promotional offer.
- Premium Stopover – specific terms and conditions
- The offer is valid for bookings made in any Fare Choice within First or Business Class on Etihad Airways only, except for frequent flyer redemption bookings, award upgrades or cash plus miles promotions.
- The offer is not available on tickets issued by Etihad Airways Partner Airlines, e.g. Alitalia, airberlin, Air Serbia, Air Seychelles, Jet Airways, Etihad Regional and Fly Niki.
- The offer is valid for travel & hotel accommodation all year-round, excluding Blackout dates during major events (e.g. Formula 1), Public Holidays (e.g Eid Al Fitr, Eid Al Adha), Peak Season (New Year period) as well as major conferences. Please check at the time of booking.
- The offer is only valid for adults traveling on return tickets and is applicable on one direction only via Abu Dhabi.
- Occupancy up to a maximum two adults only will be offered on bed and breakfast basis for the qualifying number of nights and will include all municipality fees and service charges. It will not be possible to upgrade to a higher class of room/suite.
- Travel companions must travel on the same dates and flights with the guests eligible for the offer to be eligible to share accommodation. If the above criteria are met, the companion may travel in Economy Class.
- The offer consists of up to two (2) consecutive nights free accommodation at a single property for First Class guests and one (1) night free accommodation at a single property for Business Class guests. Additional nights may be purchased consecutively to the free nights offer and must be taken and the stay fully completed within the same offer period. For any flights that do not fall within the specified periods, any other available rate at the time of booking will be offered.
- Bookings cannot be separated to avail multiple free accommodation offers If a booking includes multiple booking classes (e.g. partly in First Class and partly in Business Class), the offer will be based on the booking class on the longer flight sector.
- Partially completed travel will result in the commercial value of the complimentary night’s offer being deducted from any refund claimed on the remaining unused airfare.
- Hotel accommodation is subject to availability and we reserve the right to offer an alternative hotel of a similar standard. No liability will be accepted where flight bookings have been made and/or tickets issued if no hotel availability exists.
Valid from January 2019 until further notice
