All cruises and combined cycling tours and cruises with the MS Primadonna shall be conducted by Donauschiffahrts-Gesellschaft mbH, Linz – DSGL for short. (= 100 % Subsidiary of the Donau Touristik GmbH) In addition to the operational handling, DSGL can act as an agent for other services and/or as an operator for package trips.
CYCLING TOURS AND TOURS WITH OTHER SHIPS
All cycling tours and all other cruises as well as combined cycling cruises shall be conducted by Donau Touristik GmbH. Donau Touristik GmbH acts as an agent for tours of other tour operators not belonging to the group of companies and/or as a tour operator for package tours. The General Conditions of Travel shall apply equally to DSGL Donauschifffahrts-Gesellschaft mbH, Linz and to Donau Touristik GmbH, Linz. You can also find the most recent version online at www.arb.donaureisen.at, www.arb.radferien.com and www.msprimadonna.at/arb.
Adapted to the Austrian Package Travel Act (PRG), Federal Gazette 1 No. 50/2017 and to the Austrian Warranty Law Amendment Act, Federal Gazette 1 No. 48/2001, the General Conditions of Travel of Donau Touristik GMBH (DT) and Donauschifffahrts-Gesellschaft mbH Linz (DSGL), A-4010 Linz/Donau shall apply regular. These form the basis of the travel contract. On request (firstname.lastname@example.org or by phone +43 732 2080) we will send them to you free of charge.
The basis for these General Conditions of Travel was discussed collectively in the Consumer Policy Advisory Council of the Federal Ministry for Health, Sports and Consumer Protection in accordance with Section 73 (1) of the Austrian Industrial Code of 1994 and Section 8 of the Order of the Minister for Economic Affairs, in the version of 1994, on the Performance Regulations for the Travel Agency Industry. The full wording is enclosed with your booking confirmation.
Donau Touristik GmbH is a travel agency, tour operator and Donauschifffahrts-Gesellschaft mbH (DSGL) is a shipping company and travel agency. A travel agency can act as an agent and/or as an operator. The agent takes on the obligation of endeavouring to answer a demand for services to be performed by others. The operator is the company that either offers several tourism services for an all-inclusive price (package travel/tour operation) or promises to provide individual tourism services on its own account and, to this end, generally provides its own brochures, advertisements and so on. A company that acts as a tour operator can also act as an agent if third party services are arranged (e.g. optional excursion at the holiday destination), provided that it advises customers of this agency function. The following conditions shall constitute the contractual text that travel agencies usually use when they conclude contracts with their customers/travellers as agents or as operators. The special conditions of the respective tour operators, transport companies (e.g. rail, boat) and the other service providers shall take precedence.
THE TRAVEL AGENCY AS AN OPERATOR
The following conditions shall be the basis of the contract that is concluded between the booker and the operator either directly or via an agent. In the event that the contract is concluded directly, the operator shall fulfil the agent’s obligations correspondingly. The customer shall accept the present GENERAL TRAVEL CONDITIONS. Deviations shall be indicated in the promotional materials in accordance with Section 8 of the Performance Regulations.
1. Booking/conclusion of the contract:
The booking must take place in writing by post or e-mail and shall be binding after the booking confirmation or invoice has been issued. If the booking is made by the traveller by phone, we will confirm by e-mail or by mail within 1 week. Bookings shorter than 1 week before arrival are subject to a surcharge of € 25.00/booking.
A down payment of 10 % of the package price must be paid when the booking is made. Balance payments must be paid no earlier than 20 days before the start of the trip, without being requested again. If the content of the booking confirmation / invoice deviates from the content of the booking, this must be regarded as a new offer on the part of the operator, which the customer may accept within 3 days. Therefore, the booking confirmation / invoice must be checked immediately. If a payment is not made in spite of being due, the operator may withdraw from the contract. If the full price has not been paid by 3 days before arrival at the latest, a fee of € 5.00 shall be charged for additional expenditure. As the travel documents are partly sent by post, it cannot be guaranteed that these will reach the customer on time in the event of a late payment. Only one discount granted by the tour operator can be redeemed at a time, a combination of several discounts is not possible, unless this is marked accordingly on the website or advertisement. In the case of cruises and combined cycling tours and cruises, the cabin numbers shall be assigned exclusively by the operator and shall be communicated when the travel documents are sent. In individual cases, the cabin may be changed on board. This shall be at the discretion of the operator or shipping company. The categorisation of the boat does not correspond to any official rating system.
A change in the traveller is possible if the replacement person meets all the conditions for participation and if the substitution takes place no later than 7 days before departure. The transferor and the transferee shall be jointly liable for the additional costs incurred by the transfer. In the event of a change with respect to the participants, boarding, accommodation, transport, itinerary or offer, a rebooking fee of € 25.00 shall be charged; from 10 days before arrival, the fee shall be € 50.00. Excluded from this are changes to arrival dates, here the stated cancellation conditions apply (see 7.1.). If a train return package is included in your trip, it is no longer possible to change the booked date.
Hotels: Our categorisation with suns ☼ is based on our experience and the stars of the national hotel classification. If the named hotels are fully booked for individuall cycling tours, we will reserve the same category if possible and refund € 5,- per person per night. If only one category below or the neighbouring town (max. 10 km) is possible, we offer a refund of € 10.00 per person per night. You will receive your hotel list about 2 weeks before arrival. Our partner companies are careful to take safe hygiene measures against COVID-19 into account. Please also note the official regulations of the respective countries, which means that services may have to be adapted to the current situation (e.g. packed lunch instead of breakfast, limited wellness area, etc.). Please check our website before of your arrival date whether there have been any (corona-related) changes in services at the hotel.
3. Content of the contract, information and other ancillary services:
The customer shall be responsible for compliance with all the applicable passport, visa, customs, foreign currency exchange, airport and health regulations, as well as for the completeness of his travel documents, himself. The customer is responsible for complying with the official regulations regarding COVID-19 in accordance with the valid decrees of the respective country or federal state at the time of arrival. Participation in the trip shall be at the customer’s own risk. Every participant shall be responsible for compliance with the road traffic regulations himself and for ensuring that he meets the physical requirements for the trip. The participation of minors shall only be possible in the company of a parent or legal guardian. In the case of cruises and combined cycling tours and cruises, minors may only book a cabin to share with an adult. The operator reserves the right to approve the booking of a minor separately or to limit the total number of minors on the cruise. The boats do not have any special facilities for children.
In addition to the agent’s obligations to provide information, the operator must provide sufficient information about the service that it offers. The descriptions of the services in the catalogue or brochure that was valid at the time of the booking and the other information contained therein shall be the subject of the travel contract, unless agreements to the contrary are made during the booking. The specified stops shall be the main intermediate destinations.
4. Trips with special risks:
In the event of trips with special risks, the operator shall not be liable for consequences that arise in the course of the occurrence of the risks if this takes place outside the scope of its obligations.
5. Legal bases in the event of disruptions to services:
The customer shall have a warranty claim in the event that the service is not performed or is poorly performed. The customer agrees that the operator shall provide him with a faultless service or improve the poor service within a reasonable period in lieu of his right to rescission or a reduction in the price. A remedy may be provided by rectifying the deficiency or by providing an equivalent or higher value replacement service that meets with the express consent of the customer.
If the operator or its assistants culpably infringe the operator’s obligations arising from the contractual relationship, the operator shall be obliged to compensate the customer for the resulting damages. Insofar as the tour operator is responsible for persons other than its employees, it shall only be liable - apart from in cases of personal injury - when it cannot prove that these acted neither with wilful intent nor with gross negligence. With regard to the transportation of baggage, the operator shall bear no liability for items that are not usually carried in the luggage (e.g. laptop, wine bottles, etc.).
5.3. Notification of deficiencies:
The customer must immediately notify a representative of the operator or the operator itself of any deficiency in the fulfilment of the contract that he discovers during the trip. This requires him to have been made aware of such a representative and for the latter to be accessible on the spot without notable effort. Failure to make this communication shall change nothing with respect to the warranty claims of the customer described under 5.1. It may, however, be regarded as a contributory negligence and, in this respect, reduce his possible claims to compensation. The operator must, however, have informed the customer of this notification obligation either directly or through the agent. At the same time, the customer must also have been informed that a failure to report the deficiency will not affect his warranty claims, but may be regarded as a contributory negligence. If applicable, it is recommended that the operator be informed of deficiencies directly, in the absence of a local representative, and that a remedy be demanded (7-days hotline: 0043 664 326 1577).
5.4. Special laws for liability:
In the event of flights, the operator shall be liable in accordance with the Warsaw Agreement and its supplementary agreement; in the event of rail and bus trips, it shall be liable in accordance with the Austrian Railway and Car Liability Act. In the event of boat trips, Donau Touristik GmbH and Donauschifffahrts-Gesellschaft mbH shall be liable in accordance with the Austrian Inland Waterways Act and this general conditions of travel.
5.5. Transportation of luggage:
If the luggage is transported, it shall naturally be subject to more stress. It is recommended that items of luggage that are as robust as possible are used. Only 1 item of luggage can be transported per person. No liability can be accepted for visual damages and damages to handles, straps or wheels that arise from the customary use. For damages to or the loss of luggage, we shall be liable for 1 item of luggage/person up to max. € 700.00. During the transportation of luggage, we shall only be liable if these damages were culpably caused by our legal representatives, deputies or vicarious agents and are reported to us immediately after they become apparent. The conclusion of an assumption of liability for damages to luggage is strongly recommended. Cash, documents and valuables must be held by the customer himself; they should not be left in the luggage (see also 5.2). In the event of the transfer of luggage within a state, it may be locked.
5.6. Exclusion of liability for the customer’s own bicycles:
The transportation of the customer’s bicycles shall only be possible at the customer’s risk, as the available transport trailers have fixed positions for the operator’s bicycles and the securing of other bicycles is only possible to a limited extent. If Donau Touristik GmbH takes on the transportation of the customer’s own bicycles, any resulting claims for compensation on account of damages, loss or theft shall be excluded, unless Donau Touristik GmbH is responsible for wilful intent or gross negligence and the customer has made a complaint to the driver upon receipt/return of the bicycle. Therefore, in your own interests, we recommend an insurance policy for your own bicycle during the return transfer to a parked car. Such an insurance policy shall cost € 69.00 or € 85.00 for each journey. No options for the placement of the customer’s own bicycles may be provided; any liability of Donau Touristik GmbH shall be excluded. Customer’s own e-bikes: any costs incurred for charging e-bikes shall not be included and shall be payable on the spot. So-called „fatbikes“ (= bikes with extra-wide tires) are excluded from return transfer services and cannot be transported without further information.
5.7. Exclusion of liability for a private car park - operator Donau Touristik GmbH
For unattended car parks that are operated by Donau Touristik GmbH itself (e.g. Passau), use shall be at the customer’s own risk; no liability is assumed for damages caused by third parties. Germany’s Road Traffic Regulations shall apply.
5.8. Exclusion of liability for cycle paths:
The condition of the cycle paths is constantly changing and it is not possible for the operator to constantly monitor the cycle paths. The operator may not provide up-to-date information about the precise condition of the cycle paths. Therefore, the operator shall not be liable for incidents that are triggered by a poor condition of the cycle paths or alternative routes (detours).
5.9. Special situation cruises and combined cycling tours and cruises:
A riverboat is, on the one hand, a “holiday hotel”, but also, on the other hand, a working vessel that moves by motor power and must be constantly serviced, even at night. Passages through locks and under bridges are associated with disruptions. This is the case for all river cruises and is unavoidable. Please remember that river boats are restricted in terms of their size and are not, therefore, comparable with seagoing vessels. The cabins provide less space, but are also comfortably furnished. Changes in the water level (low water or high water) for cruises and combined cycling tours and cruises may make a change in journey times, a transfer to a different boat, a transfer between different points of the route by bus or rail or a shortening of the journey necessary. Measures to this effect may, under certain circumstances, only be decided at short notice during the trip. These shall not constitute grounds to withdraw from the trip. In this respect, they also do not justify claims (e.g. for compensation) by the customer against the operator. The same shall apply in the event of officially ordered repairs to locks and bridges that were not announced in advance or in the event of blameless damage to the motor or drive of the boat.
Missing the departure: if a passenger misses the boat’s departure through his own fault, the costs for transport to the next port and possibly for an additional overnight stay and/or an additional docking fee shall be borne by the passenger in full. The captain may cast off before the planned departure time depending on the traffic volume or for other operational reasons as soon as the reception reports that there are no more passengers onshore or, on the day of arrival up to the planned departure time, no more guests are missing.
The boats’ wastewater system is extremely sensitive. For this reason, signs are attached in the sanitary facilities to provide information about what things or materials must not be disposed of via the drainage pipes. Infringements can be verified for each cabin. The operator shall be entitled to expel the traveller from the boat within 24 hours. Our MS Primadonna has 4 cabins that are suitable for wheelchairs and meet the general European standard. Customers who are dependent upon help or have other special requirements should find out about the options from the operator or the booking travel agency. Overall, the crew can only provide a limited amount of assistance on board. Necessary assistance must be declared 48 hours in advance. If necessary, the operator may demand that a person with restricted mobility be accompanied by another person who is able to provide the necessary assistance.
6. Assertion of any claims:
To make the assertion of claims easier, the customer is recommended to ask for written confirmations of the non-provision or the inadequate provision of services and to secure evidence. Warranty claims may be asserted within 3 years. In the interests of the traveller, it is recommended that claims be asserted directly to the operator after the return from the trip (preferably within 6 months after the contractually intended end). Customer feedback and claims for compensation may only be answered in the event of a concrete breach of the travel contract. Due to the seasonal peak period, an examination of claims for compensation may only take place from the end of the season (= October of the respective year of travel), thus approx. 3-4 months after the receipt of the letter. The limitation period shall amount to 3 years throughout the EU; thus, the customer shall not suffer a disadvantage.
7. Withdrawal from the trip:
7.1. Withdrawal of the customer from the contract:
If essential parts of the contract are changed by the operator, the customer may withdraw from the contract free of charge. The operator is obliged to immediately inform the customer, either directly or via the agent, of the change to the contract, and to inform him that he has the choice of either withdrawing from the contract or accepting the change; the customer must exercise his right of choice immediately. In the event of a withdrawal from a booked trip for other reasons, it is recommended that this is done in writing and by registered mail.
The following regular cancellation conditions shall apply to cycling tours: 10 % of the price of the trip up to 30 days before arrival; 15 % 29 to 20 days before arrival; 20 % 19 to 10 days before arrival; 30 % 9 to 4 days before arrival; 45 % 3 days before arrival or later. For bike tours with included rail package, modified cancellation conditions apply: 50 % of the price of the trip up to 30 days before arrival; 70 % 4 days before arrival; 75 % 3 days before arrival or later.
It shall be a no-show if the customer stays away because he decides not to travel or if he misses the outward journey because of a mishap that has befallen him. In this case, a 75 % cancellation fee must be paid. Services that are not claimed (e.g. if a trip is cut short) shall not be refunded.
For cycling tours where Donau Touristik acts as an agent (marked as partner tours), the cancellation fees apply as listed on our website for the respective tour.
The following regular cancellation conditions shall apply to all cruises and combined cycling cruises with the MS Primadonna, MS Esmeralda as well as Island hopping Croatia: up to 28 days before arrival free of charge - we only retain € 35.00 per person from your deposit as a booking fee. 50 % of the price 27 to 14 days before arrival, 70 % at 13 to 4 days, 3 days or later 90 % of the travel price. The failure to start the trip without prior cancellation is considered as a withdrawal from the trip (= no-show) with a 90 % cancellation fee.
Corona Cancellation Policy: These will be made even more customer-friendly during the Corona pandemic; please refer to our diselevant homepage www.arb.donaureisen.at, www.arb.radferien.com, as well as www.msprimadonna.at/arb for details.
Different cancellation conditions may be listed separately on our website or travel brochure: the cancellation conditions listed at the time of your booking apply.
7.2. Withdrawal of the operator before the start of the trip:
The operator reserves the right to cancel a trip if the minimum number of participants (for cruises and combined cycling tours and cruises: 70 people, cycling tours: 20 people) is not reached (cruises by 21 days before the start of the trip, or by 7 days before the start of the trip in the case of cruises and cycling tours) or due to force majeure (strikes, war or war-like situations, pandemics, natural disasters, damage to the boat or average etc.), i.e. due to unusual and unforeseeable events on which the party that invokes force majeure has no influence and whose consequences could not have been avoided in spite of exercising due care. In the case of cruises and combined cycling cruises, the operator shall have the right to cancel the trip up to 4 weeks before the start of the trip if the execution of the trip is not feasible for the operator after all the options have been exhausted because the costs incurred exceed the limit of what is economically sustainable for the trip, in particular in the case of a substantial explosion in fuel costs (from a fuel price increase of 20 %). This shall not apply if the operator must be responsible for the reasons. Payments made shall be refunded by the operator immediately. Further claims shall not exist.
7.3. Withdrawal of the operator after the start of the trip:
The operator shall be released from the fulfilment of the contract if, during the trip, the customer causes lasting disruption to the execution of the trip due to grossly improper conduct despite a warning. This is the case if the organizer can prove 10 % of the travelers complaining about such disruption. The operator’s entitlement to the price for the trip shall remain unaffected by this. In this case, the customer shall be obliged to compensate the operator for the damages if he is at fault. Both the operator and the customer shall have a right to terminate the contract due to force majeure (strikes, war or war-like situations, pandemics, natural disasters, damage to the boat or average etc.). The operator shall then arrange the steps that are necessary after the cancellation of the contract and for the return transfer of the customer, provided that this has been laid down and is not prevented by force majeure. The operator shall have the right to demand compensation for the costs of the services provided. Any additional costs for the return transport or other measures must be borne by the customer.
8. Amendment to the contract for cruises and combined cycling cruises:
In the event of an amendment for which the operator is responsible, the provisions specified in Section 5 shall apply with the following additions. The customer may only reject changes to services or changes to the itinerary and replacement services for important, objectively identifiable reasons. Amendments to the contract or changes to the itinerary may also become necessary in the short term – e.g. only after the start of the trip – due to external circumstances. In the event that the captain declares that the ship cannot proceed, the service provider can transport the passengers by bus, train or another means of transport in order to get them to the place of embarkation or the place of disembarkation – if the latter differs from the place of embarkation. The customer shall not be entitled to alternative transportation or to a choice with respect to the geographical end point of the trip and/or the selected means of transport. In the event that a change to the route, a change or cancellation of planned ports of call or destinations and a shortening of the booked cruise is necessary due to low or high water levels or for other reasons that lie in the realm of “force majeure” and are not within the sphere of influence of the operator or the service provider, the customer shall only be entitled to a reduction in the price of the trip and/or to compensation to an amount that does not exceed the proportional price for the day/days not spent on board. Example calculation: if one day or 1 night of a 7-day or 7-night cruise is missed, the maximum entitlement would be 1/7 (one seventh) of the price of the trip for the cruise. There shall be no entitlement to compensation for any additionally booked services before and/or after the cruise.
In particular, in the event of combined cycling tours and cruises, no replacement transport in other means of transport can be provided if the route is changed or the journey is shortened. The same exclusions of or limitations of liability as mentioned above shall apply for intermediate destinations that are not visited and/or for a shortening of the trip. The service provider shall, however, endeavour – even in the event of “force majeure” – to provide the customer with accommodation on board for the booked duration of the stay – provided that this is safely and nautically possible – and to organise transport to the original planned destination of the trip at the end of the trip, if possible. As cycling is the main motivation for travel in a combined cycling cruise, rather than visiting specific destinations, the service provider shall attempt to offer the guests very good cycling opportunities even when the route is changed. All cycling on planned and unplanned or changed routes shall be at the customer’s own risk. The operator or the service provider shall not be liable for any damages, irrespective of whether these are personal injuries or property damages.
In other respects, the operator is obliged to make every effort to help the customer to overcome difficulties in the event of the non-fulfilment or the inadequate fulfilment of the contract. If a customer ends the trip early, he shall not be entitled to a full or partial refund of the price that has been paid. The operator shall not be liable for any costs incurred, such as accommodation, meals, the return journey. In the event of cruises and combined cycling cruises, a minimum of 25 participants or the minimum number of participants listed separately in the trip description shall apply for shore excursions.
The tour operator reserves the right to adjust the prices in case of hyperinflation of more than 10 % between the printing of this insurance policy and the date of travel. The reference value is the consumer price index Austria 1966. In this case, customers will be informed of the increase at least 3 weeks before departure and have the right to withdraw from the travel contract without cancellation costs.
9. Veranstalter/Absicherung von Kundengeldern:
Die Donau Touristik GMBH, Lederergasse 4-12, A-4010 Linz, Firmenbuch HG Linz, FN 146860x, DVR: 0876194 ist im Reiseinsolvenzabsicherungsverzeichnis GISA mit der GISAZahl 14994814 angesiedelt.
Die DSGL - Donau-Schifffahrts-Gesellschaft mbH, Lederergasse 4-12, A-4010 Linz, Firmenbuch HG Linz, FN 254608z, DVR: 4017662 ist im Reiseinsolvenzabsicherungsverzeichnis GISA mit der GISA-Zahl 30925250 angesiedelt. Die gemäß der Reisebürosicherungsverordnung (RSV) BGBl. II Nr. 316/1999 erforderliche Absicherung der Kundengelder bei Pauschalreisen der Veranstalter Donau Touristik GMBH und DSGL - Donauschifffahrts-Gesellschaft mbH sind unter folgenden Voraussetzungen gegeben: Die Anzahlung erfolgt frühestens 11 Monate vor dem vereinbarten Ende der Reise und beträgt 10 % des Reisepreises. Die Restzahlung erfolgt frühestens 20 Tage vor Reiseantritt. Darüberhinausgehende oder vorzeitig geleistete Anzahlungen oder Restzahlungen dürfen nicht gefordert werden und sind auch nicht abgesichert. Garant und Versicherer ist die Allgemeine Sparkasse OÖ (Donau Touristik GMBH: Bankgarantie/Versicherungsvertrag Nr. 8.434.006 bzw. DSGL - Donauschifffahrts-Gesellschaft mbH: Bankgarantie/Versicherungsvertrag Nr. 6.139.018).
Die Anmeldung sämtlicher Ansprüche ist bei sonstigem Anspruchsverlust innerhalb von 8 Wochen ab Eintritt einer Insolvenz beim Abwickler (TVA – Tourismusversicherungsagentur
GmbH, Ferstelgasse 6, 1090 Wien; Tel.: 013619077, office(at)tourismusversicherung.at) vorzunehmen. Weitere wesentliche Einzelheiten ergeben sich aus den Allgemeinen Reisebedingungen, herausgegeben von der Wirtschaftskammer Österreich. Die Allgemeinen Reisebedingungen erhalten Sie zudem mit Ihrer Buchung. Alle Angaben dieses Sicherungsscheins entsprechen dem Stand Januar 2022.
10. Declaration of consent:
The party to the contract agrees that his personal data, specifically his name, address, email address, sex and telephone number shall be stored by Donau Touristik GmbH and Donauschifffahrts-Gesellschaft mbH for the purpose of sending promotional materials about the offers of the respective companies.
The customer agrees to be informed about new offers without any obligations of the companies Donau Touristik GmbH and Donauschifffahrts-Gesellschaft mbH and to receive the newsletter.
This consent may be revoked at any time by e-mailing info(at)donautouristik.com.
11. Standard information in accordance with Section 4 of the Package Travel Act (PRG), Federal Gazette 1 No. 50/2017:
When you are offered a combination of travel services, this shall be a package trip in terms of the Directive (EU) 2015/2302. Therefore, you can avail yourself of all the EU rights that apply to package travel. The companies Donau Touristik GmbH and Donauschifffahrts-Gesellschaft mbH shall bear full responsibility for the proper execution of the entire package trip. In addition, the companies shall have at their disposal the legally required coverage for the repayment of your payments and, if transport is included in the package trip, to ensure your return journey in the event of its insolvency.
Most important rights under the Directive (EU) 2015/2302:
12. Rental bikes
Handover of bikes effects on arrival at your starting point of your cycle tour. The customer chooses the frame size according to the available rental bikes according to his own height; if the customer has a height of more than 190 cm or less than 155 cm, a written order of special sizes is required at least 2 weeks in advance. The adjustment of the saddle height is made by the customer himself and adheres to the maximum settings specified by the manufacturer. The rental bike is test ridden by the customer at least 250 meters and tested for functionality, especially for lights, bells, brakes, etc. Any defects will be reported immediately on the 7-day service phone number 0043-664 32 61 577. The height of the handlebars may only be changed by a specialist workshop! - In the case of rental e-bikes, the customer is responsible for charging the e-bikes in the designated stations (preferably overnight hotels).