When you climb with us, all of our Package Holidays (ie trips that have accommodation included in the price) are fully compliant with EU Package Travel Regulations. We are proud to be a member of ABTOT, the Association of Bonded Travel Organisers Trust Limited, which gives you the reassurance that you are in safe hands, booking with a member of a well known and well respected travel trade organisation.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Alpine Guides Ltd, membership number 5394 and in the event of their insolvency, protection is provided for the following:
- 1. non-flight packages and
- 2. flight inclusive packages that commence outside of the EEA, which are sold to customers outside of the EEA.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the EEA are only protected by ABTOT when purchased directly with Alpine Guides Ltd.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
Dealing with Complaints
We work hard to ensure that you enjoy the best holiday possible whenever you climb with us. If however, at any point you have a complaint about the guiding or other services you receive during your holiday, you must notify ourselves or the guide involved as soon as possible in order to give us the opportunity to put things right. Non of our guides have authority to promise refunds or compensation on behalf of Alpine Guides Ltd. Only the company directors are authorised to make such decisions.
If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.
Details of this scheme are available from The Travel Industry Arbitration Service, administered by Dispute Settlement Services Limited
9 Savill Road
This scheme cannot however decide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.