Your Key Rights | Walt Disney Travel Company

This page sets out important information for your key rights, when you book your holiday with Walt Disney Travel Company.

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018 or Directive (EU) 2015/2302 as applicable. Therefore, you will benefit from all rights applying to packages. The Walt Disney Travel Company International or Euro Disney Vacances for Disneyland Paris Hotel and Ticket packages, will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, the Walt Disney Travel Company International has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes become insolvent. More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 or Directive (EU) 2015/2302 as applicable.

If your Package booking with Walt Disney Travel Company International was made on disneyholidays.com or disneyholidays.ie (Europe or Ireland website in €) your booking will be protected by the financial protection provided through International Passenger Protection Limited with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company.

All flight-inclusive holidays purchased in the UK on this website or via our call centre are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please review your certificate to ensure that everything you booked (flights, hotels and other services) is listed on it. ATOL protection does not apply to holidays listed on the website that do not include a flight. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.caa.co.uk

Walt Disney Travel Company International is a Member of ABTA which means you have the benefit of ABTA's assistance and Code of Conduct. If you are a UK resident Walt Disney Travel Company International will provide financial protection for your money when you buy a non flight inclusive package holiday. If you buy other travel arrangements such as accommodation only this protection doesn't apply. If your Package purchased in the UK does not include any flight(s), one of our ABTA bonds (30 Park Street, London, SE1 9EQ, www.abta.com) will financially protect your booking for Walt Disney World Bookings ABTA number W1803 and for DLP Bookings ABTA number P6684. If already abroad, you will be returned to the point where your contracted arrangements with us commenced.

Please go to https://abta.com/ for a copy of the guide to ABTA's scheme of financial protection.

Your key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 and Directive (EU) 2015/2302 are set out below:

Travellers will receive all essential information about the package before concluding the package travel contract.
There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. 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, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible 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 or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured.

The Walt Disney Travel Company International, a division of The Walt Disney Company Limited has taken out insolvency protection with ATOL for flights inclusive packages in the UK, ABTA for non flights inclusive packages in the UK and with International Passenger Protection Limited with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group for packages sold on disneyholidays.com or disneyholidays.ie, Europe or Ireland Section in €, (the entity in charge of the insolvency protection, e.g. a guarantee fund or an insurance company).

If services are denied because of The Walt Disney Travel Company International's insolvency, travellers may contact: For Flight inclusive packages sales in the UK CAA, the authority governing ATOL financial protection via Consumer Protection Group, 5th Floor, 11 Westferry Circus, London, E14 4HD, Tel: 0333 103 6700 (9am to 5pm) , from outside the UK: +44 333 103 6700, claims@caa.co.uk.

For non flight inclusive packages sales in the UK ABTA on ABTA Ltd, 30 Park Street, London, SE1 9EQ, 020 3117 0500 customerinformation@abta.co.uk For packages sales on disneyholidays.com or disneyholidays.ie Europe or Ireland Section in € International Passenger Protection Limited via Compliance Officer, Liberty Mutual Insurance Europe SE , 20 Fenchurch Street , London EC3M 3AW, Tel: +44 (0) 20 3758 0840 - Email: complaints@libertyglobalgroup.com quoting your policy and/or claim number or the alternative contact details specified here.

The Package Travel and Linked Travel Arrangements Regulations 2018 or Directive (EU) 2015/2302:

PASSENGER PROTECTION POLICY FOR INSOLVENCY COVER IN RESPECT OF THE DIRECTIVE (EU) 2015/2302 OR THE LOCAL APPLICABLE LAW IN THE COUNTRY OF RESIDENCE OF THE INSURED PERSON ON PACKAGE TRAVEL & LINKED TRAVEL ARRANGEMENTS

If you have booked Package Travel or Linked Travel Arrangements with The Walt Disney Travel Company International, a division of The Walt Disney Company Limited (the PolicyHolder) then an insurance policy has been arranged by the PolicyHolder at their expense in the event of their insolvency. This policy has been arranged through International Passenger Protection Limited with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company.

The person(s) named on the Confirmation and Deposit Receipt will be reimbursed subject to Policy and Conditions in respect of their net ascertained financial loss sustained arising from cancellation or curtailment of their travel arrangements that constitute a Package Holiday or Link Travel Arrangement due to the insolvency of the Policyholder. This Insurance will reimburse the Insured Person(s) in respect of:

Loss of either deposit(s) or the full price of the accommodation and all travel services or charge(s) paid in advance by the Insured Person(s) to the Policyholder for Travel Service Arrangements purchased by the Insured Person(s) that cannot be provided as a consequence of the Financial Failure of the Policyholder or
The provision of repatriation services by the Insurer and additional costs reasonably and necessarily incurred following curtailment of any Travel Service Arrangements to enable the Insured Person to either:
(i) continue with and complete the scheduled journey or Travel Service Arrangements. The amount payable under this policy in respect of accommodation is limited to the additional cost incurred by the Insured Person(s) in securing such accommodation of the same or similar standard as enjoyed prior to the interruption of the Travel Service Arrangements; or
(ii) return to the country of departure if travel has already commenced and the contract between the Insured Person(s) and the Policyholder involved the carriage of passengers. The amount payable under this policy is limited to the additional cost incurred by the Insured Person(s) in respect of the same or similar standard of transportation as enjoyed prior to the interruption of the Travel Service Arrangements and, if necessary, the financing of accommodation prior to the repatriation.

HOW TO MAKE A CLAIM - ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER

Things you must do
You must comply with the following conditions. If you fail to do so, we may not pay your claim, or any payment could be reduced.

You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI EU V2.21 by contacting: Telephone: +31 103120666, Email: ippclaims@nl.sedgwick.com or online at https://www.ipplondon.co.uk/claims.asp
You must provide IPP with any other information we may require.
You must take all reasonable care to limit any loss.
If you are abroad at the time of the Financial Failure of your Tour Operator and do not wish to make your own arrangements to get back to your country of departure then we will provide services to assist with your repatriation

Defence of claims
We may, at our discretion: take full responsibility for conducting, defending or settling any claim in your name; and take any action we consider necessary to enforce your rights or our rights under this insurance.

Fraudulent claims

If you make a fraudulent claim under this insurance, we:
(a) are not liable to pay the claim; and
(b) may recover from you any sums paid by us to you in respect of the claim; and
(c) may by notice to you treat this insurance as having been terminated with effect from the time of the fraudulent act.
If we exercise our right under clause 1. (c) above:
(a) we shall not be liable to you in respect of a relevant event occurring after the time of the fraudulent act. A relevant event is whatever gives rise to our liability under this insurance (such as the occurrence of a loss, the making of a claim, or the notification of a potential claim); and
(b) we need not return any of the premiums paid.

HOW TO MAKE A COMPLAINT
Compliance Officer, Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London EC3M 3AW, Tel: +44 (0) 20 3758 0840 - Email: complaints@libertyglobalgroup.com quoting your policy and/or claim number; or Compliance Officer, Liberty Mutual Insurance Europe SE , 5-7 rue Léon Laval , L-3372 Leudelange, Grand Duchy of Luxembourg , Tel: +352 28 99 13 00 - Email: complaints@libertyglobalgroup.com quoting your policy and/or claim number.
If after making a complaint you are still not satisfied you may be entitled to refer the dispute to an independent organisation. This will depend on where you are based, please see below.
For policyholders and insured persons based in the UK
The Financial Ombudsman Service is a free and impartial service, who may be contacted at: Exchange Tower, Harbour Exchange, London, E14 9SR Tel: 0800 023 4567 - Website: www.financial-ombudsman.org.uk To confirm whether you are eligible to ask the Financial Ombudsman Service to review your complaint find out more at www.financial-ombudsman.org.uk

For policyholders and insured persons based in the EU
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service - this process is free and conducted entirely online. You can access the ODR platform on ec.europa.eu/consumers/odr

For policyholders and insured persons based in Switzerland, The Swiss Ombudsman of Insurance, who may be contacted at: Ombudsman of Private Insurance and of Suva Postfach 1063, CH-8024 Zurich, Switzerland Tel: 044 211 30 90 - Website: www.ombudsman-assurance.ch To confirm whether you are eligible to ask The Swiss Ombudsman of Insurance to review your complaint find out more at www.insuranceombudsman.ch

Alternatively, as Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, all insureds and policyholders are also entitled to refer the dispute to any of the following dispute resolution bodies in Luxembourg: Commissariat aux Assurances, 7, boulevard Joseph II , L-1840 Luxembourg Tel: (+352) 22 69 11 - 1 - Email: caa@caa.lu - www.caa.lu or Service national du Médiateur de la consommation (this is for individual consumers only) Ancien Hotel de la Monnaie , 6, rue du Palais de Justice , L-1841 Luxembourg Tel: (+352) 46 13 11 - Email: info@mediateurconsommation.lu - www.mediateurconsommation.lu or Médiateur en Assurances ACA, 12, rue Erasme , L-1468 Luxembourg Tel: (+352) 44 21 44 1 - Email: mediateur@aca.lu - https://www.ulc.lu/fr/organes/detail.asp?T=2&D=descr&ID=6

Data Protection
Any information you have provided will be dealt with by us in compliance with the provisions of the Data Protection Act 1998. For the purposes of providing this insurance and the handling of any claims or complaints, we may need to transfer certain information which you have provided to other parties.

Sanctions
We will not provide any benefit under this insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation.

Non Assignment
No title right or interest under this policy may be assigned, transferred, conveyed or otherwise disposed of without Insurer's consent in writing. Any attempt to assign rights of interest without the Insurer's written consent is null and void.