b'us know this at the time you give us your details or, if you do not do so then,Our AITO membershipat any time subsequently. You are generally entitled to ask us (by letter orGreat Rail Journeys Limited is a member of the Association of Independent e-mail) what details of yours are being held or processed, for what purposeTour Operators, an organisation representing over 150 of Britains best and to whom they may be or have been disclosed. We promise to respondspecialist tour operators. Members of AITO strive to create holidays with high to your request within 30 days of receiving your written request. In certainlevels of professionalism and a shared concern for quality, personal service limited circumstances we may be entitled to refuse your request. To improveand customer satisfaction. The Association encourages the highest standards our service, calls may be recorded for training and quality purposes. Please seein all aspects of tour operating and all members are fully bonded for clients our privacy policy for further information at https://www.greatrail.com/things- protection, in compliance with UK and European regulations. Great Rail you-should-know/privacy-statement/ and our policy on privacy and cookies atJourneys - like all other AITO members - are also bound by the organisations https://www.greatrail.com/things-you-should-know/statement-on-cookies/. Quality Charter. For further information about AITO visit www.aito.com or call 020 8744 9280.25. Law & JurisdictionEnglish law (and no other) will apply to your contract and to any dispute, claimAITO Quality Charteror other matter of any description which arises between us (claim) except asAITO is the Association for independent and specialist holiday companies. set out below. We both also agree that any claim (and whether or not involvingOur member companies, usually owner managed, strive to create overseas any personal injury) must be dealt with under the ABTA or AITO Arbitrationholidays with high levels of professionalism and a shared concern for quality Schemes (if the Scheme is available for the claim in questionsee clauseand personal service. The Association encourages the highest standards in all 14) or by the Courts of England and Wales only unless, in the case of Courtaspects of tour operating.proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of EnglandAITO sets criteria regarding ownership, finance and quality which must be and Wales. If proceedings are brought in Scotland or Northern Ireland, yousatisfied before new companies are admitted to membership. All members may choose to have your contract and any claim governed by the law ofare required to adhere to a Code of Business Practice which encourages high Scotland or Northern Ireland as applicable (but if you do not so choose, Englishoperational standards and conduct.law will apply).Financial Security26. Contact Details An AITO member is required to arrange financial protection for all holidays Should you need to contact us our contact details are as follows: and other arrangements(including accommodation only) booked by customers By Mail: Great Rail Journeys Ltd, HQ Building, Hudson Quarter, Toft Green, Yorkwith the member under the AITO logo. This financial protection applies to YO1 6JT customers who are resident in the UK at the time of booking and to most By Telephone: 01904 521900 overseas customers who have booked directly with the member. In doing so, By Email: grj@greatrail.com the member must comply with UK Government regulations.Package Travel Information Members are required to submit details of their financial protection Part 1: General arrangements to AITO on a regular basis.The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements RegulationsAccurate brochures and websites2018. Therefore you will benefit from all EU rights applying to the packages.All members do their utmost to ensure that all their brochures and other We Great Rail Journeys Limited, will be fully responsible for the properpublications print or electronic, clearly and accurately describe the holidays performance of the package as a whole. Additionally, as required by law,and services offered. Professional service and continual improvements All we have protection in place to refund your payments and, where transportmembers are committed to high standards of service and believe in regular is included in the package, to ensure your repatriation in the event that itand through training of employees. Members continually seek to review and becomes/they become insolvent. improve their holidays. They listen to their customers and always welcome Part 2: Key rights under the Package Travel and Linked Travel Arrangementssuggestions for improving standards.Regulations 2018 Travellers will receive all essential information about the package beforeMonitoring Standardsconcluding the package travel contract AITO endeavours to monitor quality standards regularly. All customers shouldThere is always at least one trader who is liable for the proper performance ofreceive a post-holiday questionnaire from their tour operators, the results all the travel services included in the contract of which are scrutinised by the Association. In addition, customers can leaveTravellers are given an emergency telephone number or details of a contactdetailed feedback, accessible from the homepage of AITOs website, or via a point where they can get in touch with the organiser or the travel agent direct link supplied by their AITO tour operator, about their holiday. Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs Sustainable tourism The price of the package may only be increased if specific costs rise (forOur members acknowledge the importance if AITOs Sustainable instance fuel prices), and if expressly provided for in the contract, and in anyTourism ethos, which recognises the social, economic and environmental event not later than 20 days before the start of the package. responsibilities of tour operating. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase,Customer relationsthe traveller has a right to a price reduction if there is a decrease in theAll members endeavour to deal swiftly and fairly with any issues their relevant costs customers may raise. In the unlikely event that a dispute between anTravellers may terminate the contract without paying any termination feeAITO member and a customer cannot be settled amicably, AITOs low-cost and get a full refund of any payments if any of the essential elements of theIndependent Dispute Settlement Service may be called upon by either side package, other than the price, has to bring the matter to a speedy and acceptable conclusion. For further changed significantly. If before the start of the package the trader responsibleinformation about AITO visit www.aito.com or call 020 8744 9280.for the package cancels the package, travellers are entitled to a refund and compensation where appropriate Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed The organiser has to provide assistance if the traveller is in difficulty If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Great Rail Journeys Limited provides insolvency protection for flight-inclusive holidays by virtue of its ATOL, held with the CAA, under ATOL number: 3278, and for non-flight packages with ABTOT (No. 5386). Please see clause 22 of our Booking Conditions for further information. Travellers may contact these entities if services are denied because of our insolvency. Part 3: The Package Travel and Linked Travel Arrangements Regulations 2018 can be found here:https://www.legislation.gov.uk/ukdsi/2018/9780111168479/pdfs/ukdsi 9780111168479 en.pdf135'