2. Booking
2.1 By making a booking, you agree on behalf of all persons
detailed on the booking that you have read these booking conditions and agree
to be bound by them and you are over 18 years of age.
2.2 When you make your booking you must pay the relevant
deposit as specified at the time of booking. If you believe that any details on
the booking summary (or any other document) are wrong you must advise us
immediately as it may not be possible to make changes later, you may incur
charges to make changes and it may harm your rights if we are not notified of
any inaccuracies in any document immediately.
2.3 Please check that all names, dates,
and timings are correct on receipt of all documents and advise us of any errors
immediately. We might add admin charge for changes to documents, and you will have to pay any charges made by
suppliers. Please ensure that the names given are the same as in the relevant
passport.
3. Payment
3.1 You will be required to pay a deposit or make full
payment for your booking at the time of booking. Where you only pay a deposit,
you must pay the full balance by the balance due date notified to you. If full
payment is not received by the balance due date, we will notify the supplier
who may cancel your booking and charge the cancellation fees set out in their
Booking conditions. Except where otherwise advised or stated in the booking
conditions of the supplier concerned, all monies you pay to us for arrangements
will be held on behalf of the supplier(s) concerned.
4. Your Contract
4.1 When making your booking we will
arrange for you to enter contracts with the suppliers (tour operator, airline,
or other supplier) named on your booking summary. For most bookings we act as
an agent for the supplier, but we act as your agent when making a booking with
most no-frills airlines. Details will be given at the time of booking. The
supplier's booking conditions will apply to your booking, and we advise you to
read these carefully as they contain important information about your booking.
They may limit or exclude the supplier's liability to you, as well as in
accordance with applicable International Conventions. Please ask us for copies
of these if you do not have them. Until a component has been confirmed by the
individual supplier, no contract has been formed.
4.2 You may wish to purchase flights, hotel, car rental, transfers,
or other services on our website. Each component will be provided by different
third-party providers of the products you have selected. Your contract will be
with the individual suppliers and not with us. As an agent we accept no
responsibility for the acts or omissions of the supplier or for the services
provided by the supplier. However, depending on which arrangements you book
with us a combination of travel services may be a package under the Package
Travel Regulations for which we are responsible as package organiser (see
“Where we are package organiser” below).
5. Flights
5.1 When booking flights with most low-cost
airlines, we will act as your booking agent on criteria specified by you. In
relation to such bookings, you appoint us to source those flights on your
behalf and you are our principal. We will arrange for you to enter into a
contract directly with the airline concerned. Your payment obligations will be
as agreed between you and us. In all other respects, you will be subject to the
airline's terms and conditions which you must refer to on the relevant
airline's website. You are advised to read these carefully prior to requesting
us to book your flight. By making a booking for which we are acting as your
agent, you specifically agree to the terms of this clause. We accept no
liability in relation to any contract you enter into with the airline, or their
acts or omissions, or for the flight service itself.
5.2 Charter flights: When you book your
charter flight through us, we act as an agent for the charter flight provider
who holds an ATOL. The contract will be between you and the charter flight
provider.
6. If You Want to Change or Cancel Your
Flight-Holiday
6.1 Any cancellation or amendment request
must be sent to us in writing by the lead passenger and will not take effect
until received by us. If you cancel or amend your booking the supplier may
charge the cancellation or amendment charge shown in their booking conditions
(which may be 100% of the cost of the travel arrangements). We may collect this
on their behalf, and you also must pay us any applicable administration
charges.
7. Changes or Cancellations by the
Supplier
7.1 We will inform you of any changes or
cancellations as soon as reasonably possible. If the supplier offers
alternative arrangements or a refund, you will need to let us know your choice
within the time frame we stipulate. If you fail to do so the supplier is
entitled to assume you wish to receive a full refund. Except where we act as
package organiser (see “Where we are package organiser” below), we accept no
liability for any changes or cancellations made to your arrangements by the
supplier under your contract with them.
8. Our Service Charges
8.1 In certain circumstances we apply service charges which
will be shown on your booking confirmation as follows:
• "Administration Fee for Supplier Failure Cover"
(see “Your Financial Protection” below)
• "ATOL fee" (see “Where we are package organiser”
below)
• "Service Charge" – a charge for the booking
agency services we provide to you.
Please note that the term Service Charge does not refer to us putting together
a holiday package, it is our standard charge for the service of acting as
booking agent.
9. Our responsibility for your booking
9.1 Your contract is with the supplier and its booking
conditions apply. Unless we act as package organiser (see “Where we are package
organiser” below), as agent, we accept no responsibility for the actual
provision of the travel services. Our responsibilities are limited to making
the booking in accordance with your instructions. We accept no responsibility
for any information about the arrangements that we pass on to you in good
faith.
10. Complaints
10.1 The contract for your arrangements is between you and
the supplier and any queries or concerns should be addressed to them. If you
have a problem whilst on holiday, this must be reported to the supplier or
their local supplier or agent immediately. If you fail to follow this procedure,
there will be less opportunity to investigate and rectify your complaint. The
amount of compensation you may be entitled to may be reduced or you may not
receive any at all depending upon the circumstances.
10.2 If you wish to complain when you return home, write to
the supplier as set out in your booking confirmation. We will of course assist
you with this if you wish - please contact Customer Services.
11. Your Financial Protection
11.1 Many of the travel arrangements that
we sell are protected in the case of the financial failure of the travel
company. Please ask us about the protection that applies to your booking.
11.2 When you buy an ATOL protected fight or flight inclusive
holiday from us you will receive an ATOL Certificate. This lists what is
financially protected, where you can get information on what this means for you
and who to contact if things go wrong.
11.3 Please note that ATOL protection is
not available for flights with low-cost carriers or where your payment is made
direct to airlines unless they are part of a package (see “Where we are package
organiser” below). Where necessary, we will add supplier failure insurance to
your booking automatically. This protects you by insuring us against the costs
of refunding or replacing your booking if a supplier fails. If applicable, we
will charge an administration fee for supplier failure cover which will be
shown on your booking confirmation.
11.4 We, or the suppliers identified on
your ATOL Certificate, will provide you with the services listed on the ATOL
Certificate (or a suitable alternative). In some cases, where neither we nor
the supplier are able to do so for reasons of insolvency, an alternative ATOL
holder may provide you with the services you have bought or a suitable
alternative (at no extra cost to you). You agree to accept that in those
circumstances the alternative ATOL holder will perform those obligations and
you agree to pay any money outstanding to be paid by you under your contract to
that alternative ATOL holder. However, you also agree that in some cases it
will not be possible to appoint an alternative ATOL holder, in which case you
will be entitled to make a claim under the ATOL scheme (or your credit card
issuer where applicable).
11.5 If we, or the suppliers identified on
your ATOL Certificate, 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
reassigned to another body, if that other body has paid sums you have claimed
under the ATOL scheme.
12. Where we are package organiser
12.1 Depending upon which arrangements you
book with us and how they are booked, your travel arrangements may constitute a
package holiday where we are the organiser under The Package Travel and Linked
Travel Arrangements Regulations 2018.
12.2 Where we are package organiser, we
will still be acting as an agent and your contracts will still be with the
separate travel service suppliers. However, as package organiser we will be
responsible for the performance of the travel services included in your
package, irrespective of whether those services are to be performed by other
travel service providers (our suppliers). If any of the travel services are not
performed in accordance with the package travel contract and we don’t put that
right we may be liable to offer you compensation, but within the limits of the
law and the terms of these booking conditions.
13. Special Requests
If you have any special requests (for example dietary requirements, cots or
room location), please let us know at the time of booking. We will pass on all
such requests to the supplier, but we do not guarantee that they will be met,
and we will have no liability to you if they are not.
14. Insurance
Adequate travel insurance is a condition of your contract with either us or the
supplier in question, as applicable. You must take out a policy of insurance to
cover you and your party against the cost of cancellation by you; the cost of
assistance (including repatriation) in the event of accident or illness; loss
of baggage and money; and other expenses. If we have issued your policy, please
check it carefully to ensure that all the details are correct, and that all
relevant information has been provided by you (e.g.,pre-existing medical
conditions). Failure to disclose relevant information will affect your
insurance. If you fail to travel with adequate insurance cover, we will not be
liable for any losses in respect of which insurance cover would otherwise have
been available.
15. Accommodation Ratings and Standards
15.1 Accommodation ratings are displayed
as provided by the supplier. These are intended to give a guide to the services
and facilities you should expect from your accommodation. Standards and ratings
may vary between countries, as well as between suppliers. We cannot guarantee
the accuracy of any ratings given and no warranty is given or implied.
15.2 Safety standards in some countries
may differ from those applicable in the United Kingdom. We strongly advise that
all customers seek to minimise their exposure to injury by familiarising
themselves with relevant safety information.
16. Room
Allocation
After registration, on arrival at your accommodation, you
will be allocated a room. It is your responsibility to verify the check-in and
check-out times directly with your accommodation supplier. Please note that any
local taxes and expenses will be payable to your accommodation supplier in
resort on check-out.
17. Building Work
From time to time, renovation or refurbishment and its
associated noise are unavoidable at a hotel. If we are notified of such works,
we will inform you before you make your booking or within a reasonable time of
us being notified.
18. Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies)
will be sent to you by post or email. Once documents leave our offices, we will
not be responsible for their loss unless such loss is due to our negligence.
You must pay any charges made by suppliers if tickets or other documents need
to be reissued.
19. Passports, Visas and Health
19.1 We can provide general information
about the passport and visa requirements for your trip, but this is for guidance
only and it remains your responsibility to check the requirements before you
travel. Your specific passport and visa requirements, and other immigration
requirements are your responsibility, and you should confirm these with the
relevant Embassies and/or Consulates. Neither we nor the supplier accept any
responsibility if you cannot travel because you have not complied with any
passport, visa or immigration requirements. Most countries now require
passports to be valid for at least 6 months after your return date. For more
information on passports please visit https://www.gov.uk/browse/citizenship/passports
19.2 Please take special note that for all air
travel within the British Isles, airlines require photographic identification
of a specific type. Please ask us for full details. We can provide general
information about any health formalities required for your trip, but you should
check with your own doctor for your specific circumstances. Up to date travel
advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.
20. Final Travel Arrangements
Please ensure that all your travel, passport, visa and
insurance documents are in order and that you arrive in plenty of time for
checking in at the airport. It may be necessary to reconfirm your flight with
the airline prior to departure. Please ask us for details at least 72 hours
before your outbound flight. You should take a note of any reference number or
contact name when reconfirming. If you fail to reconfirm you may be refused
permission to board the aircraft and you are unlikely to receive any refund.
21. Unavoidable and Extraordinary
Circumstances
Except where otherwise expressly stated in these booking
conditions we will not be liable or pay you compensation if our obligations to
you are affected by any circumstances which we or the supplier of the service
in question could not have avoided even if all reasonable measures had been
taken. These circumstances can include, but are not limited to, war, threat of
war, civil strife, terrorist activity and its consequences or the threat of
such activity, riot, the act of any government or other national or local
authority, industrial dispute, natural or nuclear disaster, fire, chemical or
biological disaster, weather conditions which make it impossible to travel
safely to the destination and all similar events outside our control or the
control of the supplier concerned.
22. Behaviour
Please be aware that the booking conditions of the supplier
will normally state that your stay can be terminated, with no refund, if the
behaviour of your party falls below an acceptable standard. Suppliers will also
often require you to pay for any damage you cause to the accommodation in the
resort. We are under no obligation to you if any event such as this occurs. You
agree to indemnify us for the full amount of any claim (including all legal
costs) made against us by the supplier or any third party as a result of your
conduct.
23. Privacy notice
We are committed to respecting your privacy and protecting your personal
information. Our privacy notice is available on our website.
24. Law and Jurisdiction
These booking conditions are governed by English law and the
parties agree to submit to the exclusive jurisdiction of the courts of England
and Wales.