Fair Trading Charter
The Gambia Experience and The Senegal Experience are operated by Serenity Holidays (Serenity Holidays Ltd). We are committed to a policy of fair trading and make every effort to ensure that you have an enjoyable holiday with us. Our terms of trade have been formulated as a result of our responsibilities under law and in no way affect your statutory rights as a consumer. We accept responsibility for the quality of the holidays we provide and the excursions booked with our local representatives. Please read this carefully and keep with you on holiday as it sets out the basis of the contract between you and Serenity Holidays Ltd.
We are a member of ABTA, membership number V5963. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found at www.abta.com
When you make an enquiry or booking with us, information about you is collected. This refers to information such as your name, contact details, travel preferences and any special needs/disabilities or dietary requirements. By giving us these details, you consent for these to be used as necessary in processing your booking and complying with legal requirements (e.g. forwarding passenger lists to airlines). We may also use your details to contact you with information on special offers, new products and forthcoming events from ourselves. Should you NOT wish to receive such information by e-communications please tell us. Some of your information may be considered "sensitive personal data" under the Data Protection Act 1998, which will only be used when it is necessary for us to communicate your needs to a hotel or airline. For more information - please refer to our 'Privacy Statement' shown on our website www.gambia.co.uk
We sell the following arrangements:
A "package holiday" is a combination of at least two of the following services (a) transport, (b) accommodation or (c) other tourist services (not ancillary to any transport or accommodation and forming a significant part of the arrangements) where booked through us at an inclusive price.
Accomodation or Flight only
If you book accommodation or flight only through us, we will accept responsibility for your booking in accordance with the terms set out in the relevant sections below. As this is a single component, the Package Travel, Package Holidays and Package Tours Regulations 1992 do not apply.
If you book at package holiday through us the Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked.
For packages that include flights we provide this security by way of an ATOL (number 1866) administered by the Civil Aviation Authority.
When you buy an ATOL protected air holiday package or flight only arrangements, you will receive a confirmation invoice from us (or via your travel agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser's Licence number . In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information visit the ATOL website at www.atol.org.uk. The price of our air holiday packages includes the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.
For packages that do not include flights, as a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT) Serenity Holidays Ltd has provided a bond to meet the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992. In the event of Serenity Holidays' insolvency, protection is provided for non-flight packages commencing in and returning to the UK and other non-flight packages excluding pre-arranged travel to and from your destination. Please note that packages booked outside the UK are only protected when purchased directly with Serenity Holidays Ltd.
In the above circumstances, if you have not yet travelled you may claim for a refund, or if you have already travelled, you may claim repatriation to the starting point of your non-flight package.
Flight only arrangements are protected by our ATOL (number 1866) as described above.