Special terms and conditions for Elämys Group travel

Terms of payment and invoicing

Elämys Group travel services is subject to the Act on Travel Service Combinations (which entered into force on 1 July 2018), the General Terms and Conditions of Package Travel, and Special Terms and Conditions for Elämys Group travel services. A contract becomes binding once an initial payment is made to the organiser by the given due date (General Terms and Conditions of Package Travel 3.1).

The price of a trip only includes services specifically mentioned in the travel itinerary and during the booking process. Compulsory aviation taxes mentioned in the airline ticket are included in the price. However, the customer is responsible for paying any local airport taxes and fees to local officials when departing the destination. In countries within the European Union, the value-added tax is included in the price of the trip. The travellers are responsible for checking the departure times of both their outbound and inbound flights 24 hours prior to the trip.

The responsible organiser of Elämys Group travel is Milargo Ltd Oy (hereinafter referred to as Elämys Group), which has deposited a security as a guarantee for insolvency for the Finnish Competition and Consumer Authority (FCCA). Elämys Group’s registration number with the FCCA is 3949/00/Mj.

  1. The traveller’s responsibilities

The traveller must observe any instructions and orders regarding the execution of the trip, given by the tour leader, the authorities, the organiser or the organiser’s representatives, as well as any applicable transportation rules and guidelines.

The traveller is responsible for obtaining any advice specific to their personal health concerns. The traveller must notify the organiser beforehand of any special needs regarding their health.

The traveller is responsible for the validity of their travel documents. Elämys Group is not responsible for any acquisition costs regarding the customer’s travel documents.

The traveller or the travel group leader is responsible for providing correct information on time regarding travel dates, traveller names, dates of birth and other personal information, or travellers’

special needs. Elämys Group cannot be held liable for any losses resulting from inaccurate or incomplete information having been provided by the traveller or the representative of a traveller group.

For flights and cruises, Elämys Group follows the rules of airlines and shipping companies regarding travelling when pregnant. The customer must check the rules of each airline and shipping company before travelling.

If the traveller fails to use all or part of the booked trip or is late, the traveller is not entitled to any compensation for the completely or partly unused trip.

If the trip consists of several flights, the airline ticket must be used in the order determined when booking. If some of the flights shown on the ticket are not used, the booking for the other flights is automatically cancelled, and the traveller is not entitled to any compensation for the cancelled or unused flights.

The travellers are responsible for bringing their travel confirmation and up-to-date travel documents with them when travelling (confirmation for an electronic airline ticket as well as any documents/vouchers regarding accommodation and possible additional services).

  1. Payment terms and prices

The travel price is determined when booking. Possible discounts are not granted retroactively. Benefits and discounts will not be transferred to a new booking if the destination, hotel or departure date or time is changed. There is a limited number of discount packages available.

If the customer individually puts together a travel package on the Elämys Group website, the total travel price must be paid when booking. With quota-based group travel organised by Elämys Group, the booking is confirmed by paying the booking fee when booking. The amount of the booking fee depends on the nature of the trip and the services included. The amount of the booking fee is included in the itinerary. If the departure is in less than 45 days, the total price must be paid when booking with all travel types.

When booking online, the payment can be made using the available payment methods, and when booking with our customer service, the payment is made using a credit card or an invoice.

It is the traveller’s responsibility to make sure before confirming the trip that all information on the booking is correct. The information is also printed on the airline ticket, so make sure that you have selected the correct sex. For correcting faulty information, Elämys Group will charge the airline’s costs and a service fee according to the price list.

If the online booking process is interrupted or, for some other reason, a representative of a travel group or a traveller does not receive an electronic travel confirmation and other travel documents for a paid trip at the provided e-mail address, Elämys Group customer service must be notified immediately.

The first traveller on the booking, i.e. the representative of the travel group, is responsible for notifying Elämys Group customer service if the travel documents for a paid and confirmed trip have not arrived by e-mail within 24 hours of booking. Electronically delivered travel documents include the travel confirmation, confirmation for an electronic airline ticket, hotel vouchers, and possible airport transport and day trip vouchers. All travel documents are sent to the representative of the travel group.

In order to receive a discount for an extra bed, there must be at least two (2) full-paying persons staying in the room/apartment (or more in some room types). If an extra bed is available for the room/apartment in question, the person using the extra bed receives a discount for the extra bed.

  1. Services included in the travel price

The basic price of Elämys Group travels includes:

  • Transportation (aeroplane, train, bus, or ship) in economy class from the place of departure to the destination and back
  • Luggage on flights as far as airline ticket rules allow
  • Accommodation and possible meals at destination
  • Meals on intercontinental flights
  • Travel documents delivered by e-mail

The basic price of Elämys Group travels does not include:

  • Service fees
  • Meals on European and Middle Eastern flights
  • Land or connection transportation in the country of departure (unless otherwise mentioned in the itinerary)
  • Guide services at the destination (unless otherwise mentioned in the itinerary)
  • Airport transportation at the destination
  • Separately bought day trips
  • Trips at the destination
  • Meals, beverages, and tips
  • Passport and visa costs
  1. Travel confirmation information and travel documents

The first traveller on the booking, the representative of the travel group, is responsible for the bookings and the correctness of the provided information, and after receiving the travel confirmation, they must inspect it without undue delay. The names must match the information on the passport or identity card used as the travel document. Elämys Group customer service must be notified immediately of any errors in travel dates, transportation and travel information, and possible additional services.

By paying for the trip, the representative of the travel group confirms the correctness of the travel package contract, and the contract becomes binding. Correcting errors or faults later may incur significant costs (for instance a new airline ticket due to an error in a name).

The representative of the travel group is responsible for making sure that the provided contact details (phone number and e-mail address) are such that the travellers may be contacted before and during the trip. The organiser cannot be held liable for any losses or possible costs resulting from inaccurate or incomplete information provided by the traveller or the representative of a traveller group.

The traveller is responsible for observing the organiser’s instructions and ensuring that they have the necessary documents for their trip (e.g. passport, visa, vaccination certificates) and that these documents are correct and match each other.

The representative of the travel group is responsible for making sure that there is at least one adult traveller on the booking. Depending on the destination, the age of majority in e.g. hotels may be as high as 23 years.

  1. Important to note when travelling with a child

An infant of under 2 years old is not entitled to a separate seat on a flight nor an individual bed in accommodation. If a separate seat and bed are required for the infant, their booking must be processed as that of a child of 2 to 11 years old. If the infant turns 2 years during the trip, the booking must be made for a child of 2 to 11 years old, and they must have a separate seat on a plane.

When travelling with children and wanting to secure extra beds for them, the traveller must check the availability of extra beds from the Elämys Group customer service. In the online booking system, some of the accommodation options enable booking a child to a room without an extra bed, which means that the child will share a bed with an adult on the same booking.

Discounts for children

Airlines usually grant a discount for children of 2 to 11 years old. Discounts for children granted by hotels vary according to the destination and the hotel. Child discounts in hotels usually require booking an extra bed for the child.

In Elämys Group’s quota-based group travels, child discounts may also be granted for children over 11 years old but under 18 years old. Information on the child discount age limits and discounts can be found in the itinerary. More detailed information is available from Elämys group customer service.

Read more about travelling with a child on the Ministry for Foreign Affairs website at https://um.fi/parental-consent-for-a-child-s-holiday-travel. Under Finnish law, parents who have joint custody of a child must jointly decide all matters concerning the child, and one parent (or any other person) does not have the right to take the child abroad without the consent of the other parent (or both parents). Transport companies, accommodation businesses, and travel destination authorities may restrict the right of under 18-year-olds to travel without a parent. Always remember to check the requirements considering minors from the authorities of the departure, destination, and transit countries, because some countries have detailed instructions on what kind of consent they require. An unaccompanied under-18-years-old must have a consent form signed by a parent, and the formal requirements may vary. A consent form is a document which includes information on the trip as well as the parents’ signatures and contact details. The child must have the consent form with them when travelling, and it must be presented to authorities, transport companies, and accommodation businesses when requested.

  1. Group travel

A group consists of a minimum of eight (8) persons on the same booking and travelling together. A requirement for a group booking is that the booking has been made through Elämys Group’s customer service. Group-specific terms and conditions and prices may be applied in group bookings, and they will be specified in a separate group travel offer provided to the group in question.

  1. Campaign offers

Elämys Group reserves the right to target campaign offers and booking benefits at new bookings. In these cases, a new booking is a booking made during the validity period of the campaign or booking benefit. With campaign offers and booking benefits, rules and instructions published with each campaign also apply. The offers and benefits are personal and cannot be transferred to another traveller with a name change and will not be granted retroactively.  Campaign offers do not apply to bookings made before the campaign period. Campaign offers and booking benefits do not apply to group or special trips.

  1. Changes to and cancellation of the travel package contract by the customer before the start of the trip

Elämys Group trips are considered special-term and special-nature trips where change and cancellation costs are determined in accordance with exceptional regulations such as the booking and sales terms of airlines and other travel service providers in the travel package, binding the organiser. With Elämys Group trips, air transport is based on scheduled flights, and the trips are individually compiled travel packages not based on quotas acquired beforehand, unless otherwise mentioned in the travel description.

Due to the special nature of the travel package, change and cancellation terms are stricter than in the General Terms and Conditions of Package Travel (4.4). Cancellation and change situations are processed individually. If the traveller wishes to change or cancel a booking, they must contact Elämys Group customer service immediately.

With individually compiled travel packages, the selected flights and other travel services are confirmed automatically immediately after payment, which is also when the service providers’ booking and sales terms which bind Elämys Group enter into force. Often the booking and sales terms or airlines and other travel service providers do not allow repayment after booking confirmation in change or cancellation situations, which is why the possible repayment may be very limited or not possible at all.

For cancellations and changes in accordance with the General Terms and Conditions of Package Travel and these special terms and conditions, Elämys Group charges an administrative fee according to the Elämys Group price list as reasonable compensation for the work caused by the cancellation. The organiser shall instruct the traveller to obtain sufficient insurance to cover accidents and property damage as well as cancellations.

The traveller’s right to cancel the booking before the start of the trip

The traveller has the right to cancel their booking at any time before the start of the trip. The cancellation fee is based on the actual costs charged from Elämys Group in accordance with the booking and sales terms of the airline tickets and other travel services. In addition to the cancellation fee, we charge our administrative costs in accordance with the organiser’s price list to cover the costs caused by the extra work.

The selling and alternative use of scheduled flight-based and individually compiled Elämys Group trips in cancellation cases is not possible. The cancellation fee is not higher than the price of the travel package, deducted by possible cost savings caused by the cancellation. By request of the traveller, Elämys Group will provide the justifications for the cancellation fee amount and how it is targeted at different parts of the travel package.

The traveller’s right to change the travel package contract or transfer it to another person before the start of the trip

Before the start of the trip, the representative of a traveller group can make changes to the group’s bookings alone or together with the individual traveller requesting the changes. The traveller has the right to make changes to passenger details on their booking or transfer the package to another person as long as the other person satisfies the terms and conditions of the package.

Due to the special nature of the scheduled flight-based and individually compiled Elämys Group travel packages, transferring the contract to another person or changing passenger details may in some cases cause the cancellation of the airline ticket and other travel services and the booking of new ones.

The costs caused by this are determined by the transfer or change time, availability, seat situation, and prices. The costs are also affected by the actual costs charged from Elämys Group based on the booking and sales terms of the airline tickets and other travel services and the administrative fees in accordance with the Elämys Group price list, to cover costs caused by the extra work. A transfer or change incurs significant costs if the old airline ticket or another travel service cannot be compensated, and the new flight or other service such as accommodation may be more expensive than the earlier one. (General Terms and Conditions of Package Travel 7.2.).

  1. Changes to bookings made by Elämys Group

If Elämys Group makes changes to a booking, the traveller must notify Elämys Group within seven (7) days of receiving the information or in accordance to a separately determined schedule if the change is not acceptable. If Elämys Group does not receive an answer within the time frame, the change is regarded as an accepted part of the travel package contract. Change notifications are sent by e-mail.

  1. Paid additional services

Additional services (such as event tickets and trips at the destination) are ordered by the traveller’s request and booked individually. If the booking of the additional service is not a part of the trip’s booking process on the Elämys Group website, a fee in accordance with the Elämys Group price list is charged in addition to the price of the additional service.

Bookings become binding after confirmation, and the booking and sales terms enter into force at the time of confirmation. Due to the special nature of additional services, change and cancellation terms are stricter than in the General Terms and Conditions of Package Travel (4.4). Cancellation and change situations are processed individually. If the traveller wishes to change or cancel a booking, they must contact Elämys Group customer service immediately.

Change and cancellation costs are determined in accordance with the booking and sales terms of additional services, and the traveller is charged the actual costs caused by the change or cancellation as well as administrative fees in accordance with the organiser’s price list. Tickets to events are generally unchangeable, and their cancellation fee is the price of the ticket.

Travel insurance is not included in the travel package, and separately delivered insurance company’s insurance terms and conditions are applied to it.

  1. Elämys Group’s liabilities

Elämys Group uses service providers such as airlines and accommodation booking centres when organising trips. Elämys Group makes agreements with the service providers and, as the organiser, is responsible for the traveller receiving the services they have purchased as per the contract. If the traveller does not receive the service purchased, they must contact Elämys Group customer service or the service provider authorised by Elämys Group at the moment the traveller should have been entitled to receive the service in question.

Elämys Group is not liable for arrangements not included in the travel package such as transit transportation that is separate from the travel package and on a separate airline ticket, or the fulfilling of supplied additional services ordered by the traveller, such as car rentals as separate bookings.

The transport terms of the airline providing the airline ticket and airlines participating in the transport, as well as international aviation regulations, are applied to matters concerning the travel package’s airline tickets, luggage on the flight and other transport-related matters such as in-flight meals.

The star rating system for accommodation options compares the hotels at one destination to each other taking into account the local level, but this star rating is not necessarily the same as the rating given by local authorities.

Elämys Group and service providers are entitled to provide the travellers with better arrangements than required by the booking. Elämys Group is not responsible for providing all travellers with the same benefits.

A change made to a booking by Elämys Group before the start of the trip may entitle the traveller to price reductions in accordance with the General Terms and Conditions of Package Travel. Discounts are paid to the customer after the trip in instances where an error is proven to have occurred and the situation could not have been corrected at the destination. If the situation has been corrected at the destination, it does not automatically entitle the customer to compensation after the trip.

Elämys Group is not liable for event cancellations or postponements. If an event which was originally scheduled to take place during the trip is cancelled or postponed, Elämys Group strives to get a refund from the event organiser for the customer, but does not guarantee any refund. Event tickets often include a disclaimer clause, according to which the ticket will not be refunded if the event is postponed. In such cases, Elämys Group remains responsible for travel arrangements but not for event organising, and therefore Elämys Group cannot guarantee a refund for the event ticket, and an event cancellation does not automatically entitle the customer to a cost-free cancellation of the trip.  The postponement of an event does not entitle the customer to a cost-free cancellation of the trip. If the customer wishes to cancel a trip due to the postponement of an event, the actual costs caused by the cancellation are charged from the customer, including the costs of extra work caused by the trip cancellation.

Elämys Group is entitled to cancel a trip if not enough people have signed up for the trip. The travel organiser is entitled to determine the minimum number of participants for each group trip. The customer must be notified of a cancellation as soon as possible.

Elämys Group is entitled to cancel a trip if its ability to carry out the trip as agreed has been significantly compromised after the conclusion of the contract due to war having broken out at the destination or in its vicinity or a natural disaster, workers’ strikes, or other similar circumstances, or if the trip cannot be run without endangering the traveller’s health or life for some other unexpected reason. Significantly changed conditions at the destination also entitle the organiser to cancel the trip. The customer must be informed of such cancellations as soon as possible.

  1. The organiser’s obligation to provide assistance

In force majeure situations (strikes, epidemics, pandemics, natural disasters, unforeseen political unrest, war, or weather conditions at the destination), Elämys Group will assist the customers in any way possible. If Elämys Group has to interrupt a trip due to the above-mentioned reasons, Elämys Group is responsible for the costs of the early return transport. If the customer wishes to interrupt a trip, although the trip has not been cancelled by Elämys Group, Elämys Group will assist the customer in arranging return transportation at the customer’s expense.

  1. Complaints

If a customer observes an error in the travel package contract, they must notify Elämys Group customer service before the start of the trip, or Elämys Group customer service, tour leader, or service provider authorised by Elämys Group during the trip. Possible compensation requirements after the trip must be presented in writing as soon as possible after the end of the trip.

  1. Deductions on compensations received under other legislation

Any price reduction given or compensation paid to a traveller pursuant to European Union laws governing the rights of travellers or international conventions will be deducted from any compensation payable pursuant to the General Terms and Conditions of Package Travel and these Terms and Conditions.

The traveller has a duty to declare to the organiser any compensation they have received from other parties in connection to breaches of the package travel contract.