Booking terms & conditions

These Booking Conditions, together with our Privacy Policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract Travel Nation Limited, Registered Office: 2nd Floor Nucleus House, Lower Mortlake Road, Richmond, England, TW9 2JA, Company No: 04338219 (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.  

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

  1. has read these Booking Conditions and has the authority to and does agree to be bound by them;
  2. consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
  3. is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
  4. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Please Note: We act in the following capacities, as a Package Organiser in the sale of Package Holidays (please see clause 29 for further details) and as a Principal in the sale of ‘single service’ bookings (i.e. a flight only, accommodation only or other single service booking). As a result, our obligations to you will vary depending upon whether you book a Package Holiday with us or whether you make a single service booking. We have set our differing obligations out below as clearly as possible

  1. Section A contains the conditions that will apply to all bookings you make with us;
     
  2. Section B contains the conditions which will apply when you make a booking with us where we act as the Package Organiser; and
     
  3. Section C contains the conditions which will apply where you make a single-service booking with us, where we are acting as Principal.

Section A – applicable to all bookings

 1. Booking and paying for your arrangements

A booking is made with us when you pay us a deposit (or full payment if you are booking within 70 days of departure or if full payment is otherwise required at the time of booking) and we issue you with a  booking confirmation. We reserve the right to return your deposit and decline to issue a booking confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you.

If your confirmed arrangements include a flight that is covered by the ATOL Scheme, we will also issue you with an ATOL Certificate. If we do not issue you with an ATOL Certificate, then your flight is not ATOL protected.

Reservations are made on the understanding that you will check all details on your booking form immediately and advise us of any discrepancies. Each traveller’s first and last name should be spelt exactly as they appear in their passport. As it is not usually possible to change names or spellings in airline reservations, if names are spelt incorrectly, the sooner we are advised of this, the better the chances are of us being able to make a fresh reservation at the same fare with the correct spellings. If airline tickets are issued with incorrect name spellings or middle names instead of first names, airlines may still impose standard cancellation charges and insist that a new reservation be made and paid for. We will not be responsible for any costs incurred to correct them, please note this could be up to 100%. Please also check that your address and post-code are correct.

The balance of the cost of your arrangements (including any applicable surcharge) is ordinarily due not less than 70 days prior to scheduled departure. We will advise you if full payment is due, within a different timeframe, at the time of booking (this may be the case for flight bookings, for instance, where payment is ordinarily due within 10 days or less of booking). Air tickets will be issued when payment is received.

If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in either Section B or Section C below, as applicable, will become payable.

You can pay us by the following methods, fee free:

  • Bank transfer
  • Credit card (Mastercard/Visa/American Express);
  • Debit card (Maestro/Visa Debit);
  • Cheque;

Cheques should be made payable to ‘Travel Nation’.

2. Dispatch of travel documents

Our policy is to issue and email all of your travel documents together 4-6 weeks prior to departure.  You should let us know if you have not received your e-ticket confirmation and other travel documents within this period or in sufficient time.

3. Accuracy of advertising material

We endeavour to ensure that the descriptions, holiday information and prices both on our website and in our advertising material are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.

Whilst every effort is made to ensure the accuracy of such information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking.

4. Travel Insurance

Adequate travel insurance is a condition of your contract with us. You must take out a policy of insurance in order 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; costs associated with missed flight connection and other expenses.  Failure to disclose relevant information may 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.

We are an appointed representative of Campbell Irvine who are authorized and regulated in the UK by the Financial Conduct Authority (FCA). Full details can be found on the FCA website www.fca.org.uk.

See our insurance page for more details of travel insurance offered by us which you can purchase online.

5. Special requests

If you have a special request, (e.g. dietary, seating, disability, entry of frequent flier numbers into your reservation) please let us know when you make the booking. We will do our best to ensure that your request is met by passing it on to your service provider. It is understood however that these cannot be guaranteed.

If you have any special requests, you must advise us at the time of booking and we will pass any reasonable requests on to the relevant supplier. We regret we cannot guarantee requests will be met. Failure to meet any special requests will not be a breach of contract on our part.  Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. 

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests. 

6. Cutting your holiday short

If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of the travel services provided we will not offer you any refund for that part of your holiday not completed or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

7. Accommodation ratings and standards

Accommodation ratings are displayed as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation or other travel arrangements. 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.

8. Disabilities and medical conditions

If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking.  In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed.  If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel or pass on any additional costs necessary to accommodate your disability or other condition, when we become aware of these details.

9. Insolvency protection

We provide financial security for flight-inclusive packages and ATOL protected flight only sales by way of  our Air Travel Organiser’s Licence number 9828, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: [email protected].

When you buy an ATOL protected product 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.  For further information, visit the ATOL website at www.atol.org.uk.  The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA).

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 (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).

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 re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

We provide full financial protection for our package holidays which don’t include flights and for any single service bookings you may make which are not flight only sales (e.g. accommodation only, car hire or tour bookings), by way of a bond held by ABTA (ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk, ABTA Number: Y1114).

10. Force Majeure

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.

Brexit Implications: Please note that certain overseas travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports etc. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

11. Complaints

We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the service provider who will endeavour to put things right. If your complaint is not resolved locally, please contact [email protected] or call us via the emergency contact details that can be found in your booking documents.

If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office, ideally within 28 days of the end of your stay, giving your booking reference and all other relevant information. This will assist us to quickly identify your concerns and speed up our response to you.

Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 18 for further details.

You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

12. Your responsibility

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

13. Visa and passport requirements

Please ensure that you are fully aware of all passport and visa requirements and that you allow sufficient time to obtain them. It is your responsibility to check and fulfil the passport, visa and immigration requirements applicable to your chosen holiday. We provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates as applicable. Requirements do change and you must check the up to date position in good time before departure.

The visa advice on the booking confirmation we provide to you is for British passport holders travelling on 10-year passports that were issued in the United Kingdom. Visa requirements are only noted for those countries listed on your itinerary. If you intend visiting or transiting through other countries, please ensure you are fully aware of all relevant visa and passport requirements. If you are not a British passport holder please check your own specific circumstances with the relevant Embassies and/or Consulates as applicable.

If the visa requirements or entry/exit conditions change for a country you will be travelling to/through after you have confirmed your travel plans and arranged any visas, we will do our best to help. However we are not responsible for any unavoidable re-arrangements and cancellation costs that may be incurred by you.

It is essential that you travel with a passport that has a minimum validity of 6 months remaining at all times as this is an immigration requirement for most countries outside of Europe. Please also ensure there are sufficient blank pages in your passport to allow for any visas which may need to be obtained en-route. Passports should be Machine Readable for travel to/via the USA.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa or immigration requirements. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa or immigration requirements.

14. Vaccination and health requirements

Health facilities, hygiene standards and disease risk vary worldwide. You should obtain health advice on your specific needs as early as possible and it is your responsibility to ensure that you have fully complied with all health and immunisation requirements of the countries you may be visiting. If you fail to do so, the company has no liability for any cost, loss or damage which you suffer as a result and nor will we refund the cost of any unused portion of your travel arrangements. You should always discuss your particular needs with your own Doctor or Medical Professional.

If you are travelling to a country or area where transmission of the Zika virus has been confirmed, you should follow the advice of the National Travel Health Network and Centre and discuss your travel plans with your healthcare provider, particularly if you are pregnant.

For current medical advice for travel, please visit the NHS website www.fitfortravel.nhs.uk or www.travelhealthpro.org.uk

15. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

16. Safety standards

It is the requirements and standards of the country in which your booked arrangements will take place that apply and not those of the UK. These requirements and standards will not be the same as the UK and may typically be lower.

17. Foreign Office Advice

You are responsible for making yourself aware of Foreign Office advice with regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see clause 10).

18. ABTA

We are a Member of ABTA, membership number Y1114. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

19. Advance passenger information

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before your first departure. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. Where we collect this data, we will treat it in accordance with our privacy policy

20. Delays, flights and conditions of carriage

If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact the airline or other transport supplier concerned immediately. If you miss your flight and cannot resolve the issue with your airline, we would ask that you also contact us to let us know.          

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. Further information is available from the Civil Aviation Authority.  If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. 

We cannot accept liability for any delay which is due to any of the reasons set out in clause 10 of these Booking Conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time). 

Carriage is subject to the applicable tariffs, conditions of carriage of the airline you are flying with and conditions of contract and other important notices. Conditions of carriage are available on application at the office of the carrier or on the carrier's website or via ourselves, on request.

The carrier(s), flight timings and types of aircraft shown detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest flight timings will be shown on your e-tickets which will be despatched to you approximately 4-6 weeks before your first departure.  You should check your original booking confirmation and also e-tickets very carefully immediately on receipt to ensure you have the correct flight times.  If flight times change after e-tickets have been dispatched we will contact you as soon as we can to let you know.

Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban_en) detailing air carriers that are subject to an operating ban with the EU Community.

E-tickets (electronic flight tickets) will be emailed to you when your flights have been confirmed, paid for and issued. The times shown on all e-tickets are local times. We recommend that you check in for all flights at least 3 hours prior to the departure times on the travel documents.

Any change in the identity of the carrier, flight timings, and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. Air travel is subject to operational decisions of carriers and airports which may result in delays and diversions. Please note we will endeavour to inform you of any airline schedule changes in advance, but this is not always possible when schedule changes are made close to departure.  We recommend that you look on the relevant airline’s website for up to date timings 24 hours before each flight that you take. We cannot accept liability for the consequences of flights missed owing to airline schedule changes.

Most airlines offer cheaper fares for infants or children travelling with an adult. To qualify as an infant, an infant must be under 2 years of age at the date of the last flight on the booking. To qualify as a child, a child must be under 12 years of age on the date of the last flight on the booking.

Our advertising material is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

21. ‘Awaiting schedule’ flights

Any flights in your booking confirmation with the status "awaiting schedule" will be managed and confirmed by us once the airline schedule is released for sale.  Airlines release their schedules approximately 10-11 months prior to each flight date, at which point we will manage and confirm reservations.  If for any reason we cannot offer the same route or date once flights come into system range (e.g. if the airline has ceased operating the specific date or route), we will advise and consult with you on the best alternative with associated costs and confirm thereafter.

22. Flight reservations held elsewhere

When you make a booking with us it is essential that you cancel identical reservations provisionally held elsewhere as airline reservation systems will automatically cancel 'duplicated' bookings. If this happens, we will re-book your seats free of charge if they are available. If your seats are not re-bookable at the same fare, time or date, we will not be liable for any additional costs.

23. Failing to check-in for a flight (no shows)

If you fail to show up for a flight on which you are booked, airline reservation systems are likely to auto-cancel all of your subsequent flight reservations. Whilst it may still be possible to re-book the seats, there will be a charge to re-book.  Moreover, it may not be possible to get seats back on the onward dates that you had been holding. You are strongly advised to let the airline know beforehand if you are unable to check-in for your flight.

To voluntarily remove a flight sector from your itinerary, and continue your trip on a subsequent flight, is classified by airlines as a ‘re-route’ and requires e-tickets to be re-issued. If your ticket permits a re-route there will be an airline charge to do this. Please refer to your ticket conditions or contact us for a costing. If you want to re-route your ticket, we will be happy to assist.

24. Changing a date or route on your e-ticket

If you want to skip one of the flights on your itinerary or change the route you originally booked, we may be able to assist (subject to this being possible on your particular ticket) or offer advice. Please contact us with details of your proposed change of plan and we will do our best to help. 

When a change to a flight is confirmed, any airline fees paid to pre-book seating on the original flight(s) are lost.  Airline fees to pre-book seating on the new flight(s) will apply.

25. Airline ticket rules

Airlines and airline alliances are at liberty to change their ticket rules at any time. Changes to airline ticket rules can include, but are not limited to: alterations to bookable flight numbers, destinations and airlines that can be booked, definition of fare seasons, date or route change charges, code share agreements and ticketing deadlines. Please note that the rules that apply to airline reservations are the ones that exist on the day the e-tickets are paid for in full and issued, not those that apply on the day that the reservation is made. If e-tickets are subsequently reissued with a different routing or a new departure date the prevailing rules on the date of the reissue will apply.

26. Passenger taxes and fuel surcharges

These are mostly payable in advance and are included in your overall ticket price and are only fixed when your e-tickets have been paid for and issued. In a few locations however, taxes are still collected on departure. If you re-route your ticket whilst travelling, airlines will recalculate taxes and fuel charges at prevailing rates and pass on any increases to you. These taxes and charges are imposed by governments, airlines and airports and change without notice. The company has no control over this aspect of your travel arrangements.

27. Conditions of suppliers

Many of the services which make up your holiday are provided by independent suppliers. These suppliers provide these services in accordance with their own terms and conditions which will form part of your contract. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

28. Law and jurisdiction

These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

Section B: Package holiday bookings

This section only applies to Package Holidays booked with us, where we are acting as the Package Organiser (please see clause 29 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions.   

29. Definition of a package

Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of these Booking Terms and Conditions.

A “Package holiday” exists if you book a combination of two of the following separate travel services:

(a) transport;

(b) accommodation;

(c) rental of cars, motor vehicles or motorcycles (in certain circumstances);

(d) any other tourist service not intrinsically part of one of the above travel services;

provided that those separate travel services are purchased together during a single phone call with our telephone booking line and are selected by you before you agree to pay; are combined by us, at your request, before a single contract on all services is concluded; are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.

IMPORTANT NOTE: Please note that:

  1. where you have booked a Package that lasts for less than 24 hours and which does not include overnight accommodation; or
  2. where you have made a booking which consists of not more than one type of the travel services listed at (a) – (c) above, combined with one or more tourist services (as listed at (d) above), this will not create a Package where the tourist services:
     
    • do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
    • are selected and purchased after the performance of the transport, accommodation or car rental has started.

These bookings will be treated as “Single Service” bookings and will not be afforded the benefit of the rights under the PTRs, please see Section C of these Booking Terms and Conditions for the terms applicable to such arrangements.

30. If you change your package booking

Before payment in full has been made and / or e-tickets have yet to be issued, we will do our best to help and will make changes to your flight booking free of charge where possible. The company reserves the right however to charge an amendment fee of between £10 and £100 per person depending on the amount of work involved. If you wish to cancel your original booking and make a completely new booking, all applicable deposits paid on the original booking will be forfeited.

After final payment has been made: Travel documents are issued when final payment is made. Amendment charges may apply if you ask us to make changes to your booking after e-tickets have been paid for and some changes at this stage may be treated as cancellation and can incur cancellation charges of up to 100%. Re-routing your itinerary, adding or reducing the number of stops, and changing the departure flight from the UK are likely to incur the most severe charges at this stage. Some e-tickets have associated special ’add-on’ fares such as UK regional feeder flights or domestic flights in a stopover country or in the final destination. These cannot be added after the main ticket has been issued. Any charges for making amendments are outlined on your booking confirmation when you book with us.

With the exception of the outbound date / flight, most e-tickets are date changeable for free or an airline charge and are subject to seat availability. If you wish to make changes while you are travelling, see here for details of our date change service. Changes to the outbound flight always have more stringent conditions. Please ask us for details if you wish to alter this date or flight. Some flights operate on a seasonal basis (e.g. winter only / summer only).  If you wish to voluntarily change a flight to a season not operated by the original airline, a re-route fee will apply.

Please note changes to the outbound date or flight from the UK always attract much higher fees and sometimes entail a cancellation of the original ticket, which may entail up to a 100% cancellation charge. 

Please note our opening hours when requesting changes, in urgent circumstances if you wish to make changes and our office is closed you should contact the carrier or supplier directly. We cannot be held responsible for any additional costs incurred if you deal with a carrier or supplier directly, or for any amendments requested outside of our office hours. While we will endeavour to process all amendment requests swiftly, for any urgent booking amendments (within 7 days of travel) we request you call our office on 01273 005179 (option 2) to ensure immediate processing of your request.

31. Transfers of package bookings

If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

  1. that person is introduced by you and satisfies all the conditions applicable to the holiday;
  2. we are notified not less than 7 days before departure;
  3. you pay any outstanding balance payment, an amendment fee of £50 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
  4. the transferee agrees to these booking conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 32 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

32. If you cancel your package booking before departure

If you or any other member of your party decides to cancel your confirmed booking you must notify us by telephone, followed by confirmation in writing, immediately. Your notice of cancellation will only take effect when it is received in writing by us and will be effective from the date on which we receive it. The person to notify us of any cancellation must be the same person who made the original booking.

Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.

Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges. If you cancel your trip in full prior to paying your balance, all applicable deposits will be forfeited. Once you have paid for your travel arrangements, cancellation charges (which may be up to 100% of the cost of cancelled arrangements) will be payable depending on the nature of the booking. The cancellation conditions that apply to each booking are shown on your booking confirmation.

Any refunds due will be processed via the original method of payment. Visa processing fees and travel insurance are 100% non-refundable.

Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

Cancellation by you due to unavoidable & extraordinary circumstances:   

You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.  Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

In such circumstances where the Foreign Commonwealth Office (FCO) advise against travel to your destination(s), you may terminate your contract without paying any termination fee if your trip is due to depart within 30 days from the date the FCO has changed the advice (or you may defer your trip start date or transfer your trip to an alternative destination). These options are not available for trips due to depart to more than 30 days from the date the advice changed. For trips due to depart outside the 30 day period, we will continue to review the FCO advice regularly and we will notify you no later than 30 days before your trip start date and if the FCO advice hasn’t changed, offer you the aforementioned options. If your trip start date is outside the 30 day window and you wish to cancel your trip due to FCO advice, our normal cancellation fees will apply and you will be liable to pay these.

This clause outlines the rights you have if you wish to cancel a Package booking where we are acting as the Package Organiser. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

33. If we change or cancel your package booking

As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

Changes: If we make a minor change to your holiday, we will make reasonable efforts to inform you as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include a small alteration of your outward/return flights, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:

  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  • A significant change of outward departure time or overall length of your arrangements.
  • A significant change to your itinerary, missing out one or more destination entirely which impacts a significant proportion of your time away.

Cancellation: We will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.

If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:

  1. (for significant changes) accepting the changed arrangements; or
  2. having a refund of all monies paid; or
  3. accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or
  4. if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.

Compensation

In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:

  1. If, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
  2. If we cancel your booking and no alternative arrangements are available.

The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure in which we notify you

Amount you will receive from us, per person*

More than 60 days

Nil

60 – 29 days

£10

28 – 15 days

£20

Less than 15 days

£50

 

*IMPORTANT NOTE: We will not pay you compensation in the following circumstances:

  1. where we make a minor change;
  2. where we make a significant change or cancel your arrangements more than 60 days before departure;
  3. where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;
  4. where we have to cancel your arrangements as a result of your failure to make full payment on time;
  5. where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
  6. where we are forced to cancel or change your arrangements due to Force Majeure (see clause 10).

If we become unable to provide a significant proportion of the arrangements that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

34. Our responsibilities for your package booking

  1. We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
     
  2. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
    1. the acts and/or omissions of the person affected; or
    2. the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or
    3. Force Majeure (as defined in clause 10).
       
  3. We limit the amount of compensation we may have to pay you if we are found liable under this clause:
     
    1. loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
       
    2. Claims not falling under (a) above and which don’t involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
       
    3. Claims in respect of international travel by air, sea and rail, or any stay in a hotel:
       
      1. The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
         
      2. In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
         
      3. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
         
  4. It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
     
  5. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
     
  6. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
     
    1. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
       
    2. relate to any business.
       
  7. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
     
  8. Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

35. Prompt assistance

If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

Section C – Single service bookings

This section applies to all single service bookings that you make with us (e.g. a flight or accommodation only booking) when we are acting in a Principal capacity. Please read this section in conjunction with Section A of these Booking Conditions.

36. If you change or cancel your single service booking

Changes:

If, after confirmation, you wish to change your booking in any way, we will endeavour to make these changes if they are possible. Where we can meet a request, all changes will be subject to payment of an amendment fee of between £10 and £100 per person depending on the amount of work involved, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change.

Certain ticket arrangements may not be changeable after confirmation and any alteration may result in a cancellation charge of 100%.

Cancellations:

If you or any other member of your party decides to cancel your confirmed booking you must notify us by telephone, followed by confirmation in writing, immediately. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. The person to notify us of any cancellation must be the same person that originally signed the booking form.

Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.

If you cancel your trip in full prior to paying your balance, all applicable deposits will be forfeited. Once you have paid for your travel arrangements, cancellation charges (which may be up to 100% of the cost of cancelled arrangements) will be payable depending on the nature of the booking. The cancellation conditions that apply to each booking are shown on your booking confirmation.

Any refunds due will be processed via the original method of payment. Visa processing fees and travel insurance are 100% non-refundable.

Please note that insurance premiums and amendments charges are not refundable in any circumstances.

Important Note: certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us.

This clause 36 outlines the rights you have if you wish to cancel your single service booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

37. If we change or cancel your single service booking

We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.

Very rarely, we may be forced by "force majeure" (please see clause 10) to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

38. Our responsibilities for your single service booking

  1. Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
     
  2. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
     
    1. the act(s) and/or omission(s) of the person(s) affected; or
    2. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
    3. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
    4. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
       
  3. We limit the amount of compensation we may have to pay you if we are found liable under this clause: 
     
    1. loss of and/or damage to any luggage or personal possessions and money,
      The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
    2. Claims not falling under (a) above and which don’t involve injury, illness or death
      The maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.
       
  4. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
     
  5. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
     
  6. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description:
    (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
    (b) relate to any business.
     
  7. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
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