These general conditions comply with the provisions of Decree-Law 61/2011 of 6 May, as amended by Decree-Law 199/2012 of 24 August.
This information is binding on the agency unless otherwise stated in these conditions:
- If changes in the following conditions have been clearly communicated to the customer in writing before the conclusion of the contract and are duly provided for in the programme;
- Any alterations after the signing of the contract depend on the prior agreement of the parties, except as provided for in the "impossibility of compliance" clause.
A organização técnica das viagens é da ATLANTIDA VIAGENS E TURISMO S.A, com sede na Avenida Conde Valbom Nº 6 | 3º andar, 1050-068 Lisboa, Contribuinte Fiscal n.º 502 607 971, com o capital social realizado de 10.000.000 €, matriculada na Conservatória do Registo Comercial de Lisboa, com Alvará Nº. 2006.
Upon registration the customer must deposit 25 % of the service price and pay the remaining 75 % up to 21 days before the service starts. If the enrolment takes place 21 days or less before the start date of the service, the full price of the service must be paid at the time of enrolment.
ATLANTIDA VIAGENS E TURISMO S.A reserves the right to cancel any booking that has not been paid for under the conditions mentioned above. Reservations are subject to the suppliers obtaining confirmation of all services.
Complaints may only be considered if submitted in writing to the agency within 30 days of the end of the provision of services.
In the event of a claim for non-compliance with the contracted services, the customer may trigger the Travel and Tourism Guarantee Fund provided for under the terms of Decree-Law 61/2011 of 6 May in its current wording, and for this purpose submit the respective claim to the following Alternative Dispute Resolution Consumer Entities (Law no. 144/2015 of 8 September):
With the Customer Ombudsman because ATLANTIDA VIAGENS E TURISMO S.A is a member of the Customer Ombudsman for Travel Agencies and Tourism www.provedorapavt.com. To take advantage of this service you must submit your complaint in writing within 20 working days after the end of the trip. The agencies are bound to timely comply with the decision issued by such entity.
ii) To Turismo de Portugal I.P in www.turismodeportugal.pt within 30 days: (i) after the end of the trip; (ii) the cancellation of the trip imputable to the agency; (iii) the date of knowledge of the impossibility of its realisation due to a fact imputable to the agency; (iv) the closure of the establishment.
iii) At any of the entities listed on the website of the Directorate General for the Consumer http://www.consumidor.pt
1.The agency is responsible for baggage in accordance with the law;
2.The customer has the obligation to complain to the service provider at the moment of subtraction, deterioration or destruction of luggage.
3-In international transportation, in case of damage to luggage, the complaint must be made in writing to the carrier immediately after the damage is verified, and no later than 7 days after delivery. In case of delay in the delivery of the Baggage the claim must be made within 21 days from the date of delivery of the Baggage.
4.The presentation of such a claim will be an essential basis for the activation of ATLANTIDA VIAGENS E TURISMO S.A.'s responsibility over the entity providing the service.
The liability of the agency will be limited to the maximum amount payable by the service providers under the Montreal Convention of 28 May 1999 on International Carriage by Air and the Berne Convention of 1961 on Carriage by Rail.
With regard to maritime transport, the liability of travel agencies in respect of their customers for the provision of transport, or accommodation, where appropriate, by shipping companies, in the event of damage resulting from their intent or negligence, is limited to the following amounts:
(a) €441,436, in the event of death or personal injury;
b) € 7,881 in case of total or partial loss of or damage to luggage;
c) € 31,424, in case of loss of a motor vehicle, including luggage contained therein;
d) € 10,375, in case of loss of luggage, accompanied or not, contained in a motor vehicle;
(e) € 1,097, for damage to luggage as a result of damage to the motor vehicle.
When applicable, the liability of travel and tourism agencies for the deterioration, destruction and removal of luggage or other items, in tourist accommodation establishments, while the customer is staying there, is limited to
a) € 1,397, globally;
b) € 449 per article;
c) The value declared by the customer, regarding the articles deposited in the custody of the tourist accommodation establishment.
The liability of the agency for non bodily injury may be contractually limited to the amount corresponding to five times the price of the service sold.
For each booking the following amounts will be charged
- Portugal: € 15
Expenses for changes:
For each change (names, dates, type of flat or room, travel): € 15
Please note that the acceptance of such changes is subject to acceptance by the respective suppliers.
The customer must have all personal or family documentation in good order (identity card, military documents, authorisation for minors, visas, vaccination certificates and other documents that may be required). The agency declines any responsibility for refusal to grant visas or for not allowing the customer to enter a foreign country; the customer is responsible for any and all costs that this situation may entail.
Customers (regardless of age) travelling within the European Union should be in possession of the respective civil identification document (passport, ID, Citizen Card);
To obtain medical assistance they must be holders of the respective European Health Insurance Card;
Nationals of non-EU countries should consult specific information about the documentation required for travel with the embassies / consulates of their countries of origin;
Customers (regardless of age) who travel must be in possession of the respective civilian identification document (passport) as well as the visa if required (obtain this information from the agency at the time of booking);
Nationals of non-EU countries should consult specific information regarding the documentation required for travel with the embassies/consulates of their countries of origin;
If the tour suppliers concerned allow, whenever a customer, booked for a particular tour, wishes to change his booking to another tour or to the same tour departing on a different date, or other possible change, he must pay the fee as change expenses. However, when the change takes place 21 days or less before the date of departure of the trip for which the customer is booked, or if the service providers do not accept the change, he will be subject to the expenses and charges under the heading "withdrawal (termination) ".
Once the trip has begun, if a change in the contracted services is requested for reasons not attributable to the agency (e.g. extension of the nights stay, change of flight), the prices of the tourist services may not correspond to those published in the brochure that motivated the contract.
The customer may transfer his or her booking, being replaced by another person who fulfils all the conditions required for the trip, provided that he or she informs the selling agency at least seven days in advance and that such transfer is possible under the terms of the applicable air transport regulations. In the case of cruises and air travel the required period of notice will be fifteen days.
The assignment of the booking shall render both assignor and assignee jointly and severally liable for the payment of the travel price and the resulting additional charges.
Whenever unrelated reasons so justify, the organising agency may change the order of the routes, modify the departure times or substitute any of the scheduled hotels by others of a similar category and location, and shall inform the customer of such change as soon as it becomes known.
When the trip is dependent on a minimum number of participants the Agency reserves the right to cancel the package if the number of participants reached is less than the minimum. In such cases, the customer will be informed in writing of the cancellation within 21 days.
Prices in the programme are based on the cost of services and exchange rates in effect on the date of printing of this programme and are therefore subject to change resulting from variations in the cost of transport or fuel, duties, taxes and exchange rate fluctuations up to 20 days prior to the date of travel.
Once the trip has begun, no refund is due for services not used by the customer due to force majeure or for reasons attributable to the customer, except for refunds by the respective suppliers. If it is not possible to substitute the services with equivalent ones, the organiser gives the customer the right to be reimbursed for the difference between the price of the services foreseen and those actually provided.
If, prior to the start of the trip and due to facts not attributable to the travel agency, it becomes impossible for the travel agent to provide any essential service included in the travel programme, the customer has the right to cancel the trip and be immediately reimbursed for all amounts paid or, alternatively, accept a change and possible variation in price.
If the said facts not attributable to the organiser lead to the cancellation of the holiday, the customer may still choose to take part in another package of an equivalent price. If the alternative proposed package is of a lower price, the customer will be refunded the difference.
The Customer or any of his or her companions are free to withdraw from the trip at any time.
Such cancellation implies that he/she will be responsible for the payment of all the charges that the start and fulfilment of the contract give rise to and also for a percentage of up to 15% of the price of the trip.
When applicable, the customer will be reimbursed for the difference between the amount paid and the amounts mentioned above.
If for reasons not attributable to the customer, the agency has to cancel the package before the departure date, the customer can choose between:
Being immediately refunded all amounts paid, or
Alternatively, choose to participate in another package and be reimbursed for any difference in price that may exist;
The liability of the travel agency that organises the trips included in this programme and arising from the obligations undertaken is guaranteed by a civil liability insurance policy with the Company Zurich Insurance plc - Portugal Branch, policy no. 005592375, in the amount of ¤ 75,000.00 under the terms of the legislation in force.
i)The Value Added Tax, applicable on the date of travel, is included in the price of the service.
The payment of airport taxes must be made by the customer at the time of purchase of the trip or locally at the airports where it is required, which may vary depending on the destination. In any case, Atlântida Travel and Tourism will inform the customer, at the time of registration for the trip, of the form of payment of these fees.
The remaining special conditions will be included in the brochure for each destination and trip in concrete particular conditions - and forming part of the travel contract.
These general conditions may be supplemented by any other specific conditions as long as duly agreed by the parties.
The prices of the programmes are based on the average exchange rate of the dollar, whereby any relevant deviation from this currency may imply a revision of the trip prices under the terms set out in the "price change" clause.
Due to the constant changes in fuel prices on the prices charged there may be a change in the fuel supplement included in the price under the terms set out in the "price change" clause.
The hotel and cruise categories shown in this brochure follow the quality standards of the host country. These can be changed for similar ones when for reasons beyond the agency's control it is not possible to maintain or confirm the existing reservation, and the agency is obliged to inform the customer as soon as it becomes aware of this.
The departure and arrival times are indicated in the local time of the respective country and in accordance with the schedules of the airlines on the date of printing of the programme, and may therefore be subject to change.
Flats - In case the accommodation is contracted in flats, the client is responsible for informing the number of people that will occupy the flat. In the event of more people than booked being present, the flats may refuse entry.
Hotels - The prices shown are per person and are based on double occupancy. Not all hotels have triple rooms and usually an extra bed is placed in the room, which may not be of equal quality. In rooms equipped with twin or double beds, the triple may consist only of those beds.
The list of hotels and flats in the programme is indicative, as is their category, which is subject to local criteria and classifications that are sometimes different from those used in Portugal.
Unless otherwise indicated, drinks are not included in the lunches or dinners foreseen in the respective travel programmes (Half Board and Full Board)
Any specific request from the Client relative to meals is always dependent on the supplier's confirmation and may imply the payment of a supplement.
On trips organised on a full board basis, meals that coincide with flight times, transport to and from the airport or waiting for airline connections are not included.
The entry and exit times on the first and last day will be defined according to the first and last service.
As a rule, without binding character, the rooms can be used from 2pm on the day of arrival and must be left free until 12 noon on the day of departure.
Flats may generally be checked in at 5pm on the day of arrival and must be left vacant until 10am on the day of departure.
Given the diversity of conditions applied to children (destination and supplier) it is recommended to always question the special conditions that may apply to the trip in question.
Children up to two years of age will benefit from a discount of up to 90% on journeys where air transport is used, provided they do not occupy a seat on it, and provided that the services used in hotels, restaurants or other facilities are paid for directly by those accompanying them.
Children between the ages of two and eleven may benefit from a discount of up to 25% on air travel, depending on the airline's tariff rule.
Subject to the possible characteristics of certain journeys, where the aforementioned discounts are not applicable, the Customer must always request information regarding conditions for children.
The agency offers the sale of insurance that can be purchased depending on the trip to guarantee assistance and cancellation costs.