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”, “Travel Nation”). 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 resident in the United Kingdom 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; and
  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 Packages (please see clause 31 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) and as agent.

As a result, our obligations to you will vary depending upon whether you book a Package with us or whether you make a single service booking or as a booking agent to help you arrange or book travel arrangements products sold by a third party tour operator/suppler (“Supplier/Principal”). Our differing obligations are set out below, in the following separate sections:

  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 Package booking with us where we act as the Package Organiser;
     
  3. Section C contains the conditions which will apply where you make a single-service booking with us, where we are acting as Principal; and                 
     
  4. Section D contains the conditions which apply to agency bookings (such as single service or Package bookings that we sell on behalf of a Supplier/Principal).

Unless these Booking Conditions state otherwise, any reference to European Union law and/or International Conventions in these Booking Conditions that is directly applicable or directly effective in the United Kingdom is a reference to how it applies in England and Wales. This includes where the law has been retained, amended, extended, re-enacted or given effect on or after 11pm on 31st January 2020 (including the transition period).

Section A:  APPLICABLE TO ALL BOOKINGS

This Section A is applicable to all bookings you make with us and should be read in conjunction with the relevant additional section set out below.

  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 45 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.

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.

Depending on the service you book a binding contract between:

  1. between you and us (where we are acting as principal); or
  2. you and the Supplier/Principal (where we are acting as an agent);

will come into existence as soon as we issue you (or your travel agent) with the booking confirmation that will confirm the details of your booking in writing to the first named person on the booking.

Reservations are made on the understanding that you will check all details on your booking form and/or ATOL certificate immediately and advise us of any discrepancies as it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out. 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
  • Debit card (Maestro/Visa Debit);
  • Credit card (Mastercard/Visa/American Express);
  • Cheque.

Cheques should be made payable to ‘Travel Nation’.

Any money paid to an authorised agent of ours is held by that agent on trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on trust without any obligation to pay that money to us.

Please note that where you make a booking through an authorised agent of ours, and that agent books additional arrangements for you which are not provided by us, either separately or to make up a Package, your booking for those additional arrangements will not be with Travel Nation and is likely to be with the supplier of those additional arrangements.

  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

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.

  4. Prices

We reserve the right to amend advertised prices at any time. 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.

Where you have booked a Package, additional terms and conditions apply, please see clause 31 for further information.

  5. Travel Insurance

Adequate travel insurance is a condition of your contract with us or the Supplier/Principal. 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.  You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. Failure to disclose relevant information may affect your insurance. If you choose to travel without adequate insurance cover, neither we nor the Supplier/Principal will be liable for any losses howsoever arising 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.

  6. 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. Whilst every effort will be made by us (or the Supplier/Principal, where we are acting as an agent) to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. Failure to meet any special requests will not be a breach of contract on our part unless the request has been specifically confirmed by us.  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. 

  7. 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.

  8. 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.

  9. Disabilities And Medical Conditions

We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. 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. 

Acting reasonably, if we are unable to properly accommodate the  needs of the person concerned, we must reserve the right to decline their reservation, not confirm the booking, 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.

  10. 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 to customers who book and pay in the United Kingdom and also depart from the United Kingdom.

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 Packages 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  our bonds which are  held by ABTA (ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk:

  11. Force Majeure

Except where otherwise expressly stated in these Booking Conditions we (or the Supplier/Principal, where we are acting as an agent) 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, our supplier’s, or the Supplier/Principal or our/their 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, epidemics or pandemics (including but not limited to the ongoing effects of Covid-19 and any future strain of the coronavirus), plague, 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, border restrictions, quarantine requirements, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.

Brexit Implications: please note that certain 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 or the Supplier/Principal’s control, any such changes would be treated as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we or the Supplier/Principal will not be liable to pay you any compensation.

With the exception of bookings falling under section B Package bookings, if your booking is cancelled or curtailed for reasons of force majeure or other unavoidable events beyond our control, or our suppliers control, we are bound by the conditions of that airline or supplier.  If this situation occurs before departure, a refund or credit for future travel will be provided, subject to the relevant airline or supplier policy at the time of cancellation. If this situation occurs after departure, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result. Once you have chosen one of these options of a refund or a credit for future travel, you no longer have rights in relation to the other option.  We cannot be held responsible for any airline or supplier failing to issue a refund, either promptly or at all, in accordance with their legal obligations to you. 

We endeavour to recover monies as swiftly as possible on your behalf, and we will refund you promptly once in receipt of monies ourselves from the relevant airline or supplier. For involuntary cancellations we will process any credit or refunds due on your behalf, retaining a standard 10% service fee on all refunds paid after all airline or third party fees. 

  12. Complaints

  1. For bookings where we act as principal and/or package organiser:

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 19 for further details.

  1. For bookings where we act as agent:

Because the contract for your travel arrangements is between you and the Supplier/Principal, any queries or concerns about your arrangements should be addressed to them. If you have a problem with your travel arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, you should write to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you.

If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.

Please note: where we (or the Supplier/Principal) are able to resolve your complaint in destination, you should allow us (or the Supplier/Principal) to rectify the situation. This may include allowing entrance to accommodation in order to fix or maintain air-conditioning or other internal facilities/amenities. Failure to allow access may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

  13. Your Behaviour

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, the opinion of the Supplier/Principal (where we are acting as an agent) 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 / the Supplier/Principal reserve the right to terminate your booking with us immediately. In the event of such termination our liability (or the Supplier/Principal’s where we act as agent) 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.

Neither we nor the Supplier/Principal 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.

Neither we nor the Supplier/Principal can  be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

  14. 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.

It is essential that you travel with a passport that has a minimum validity of 6 months remaining after your return date times as this is an immigration requirement for most countries. Please also ensure there are sufficient blank pages in your passport to allow for any visas which may need to be obtained en-route. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports.

Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European travel arrangements you should carry an EHIC card prior to departure.  For travel taking place on or after 1st January 2020, EHIC provisions have changed and so you should check https://www.gov.uk/visit-europe-1-january-2021 and https://www.gov.uk/guidance/uk-residents-visiting-the-eueea-and-switzerland-healthcare for updates affecting your travel. You may need to apply for a Global Health Insurance Card prior to departure instead.

Up to date travel advice can be obtained from the Foreign, Commonwealth and Development Office, visit https://www.gov.uk/travelaware.

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

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.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. 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 or health formalities.

Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third country nationals may require an airport transit visa when passing through EU Member States. There is the potential for disruption at borders when travelling between the UK and EU Member States and you should allow sufficient time for this when planning any onward travel. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validly requirements. The UK Government passport checker can be found here https://www.gov.uk/check-a-passport-travel-europe.

  15. Vaccination and Health Requirements

Health facilities, hygiene standards and disease risk and containment vary worldwide. You should obtain vaccination and 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. This includes any changes in requirements after your booking is made. This applies to health and immunisation requirements before, during and after your booking as well as any specific requirements of an airline or any other supplier on your booking. If you fail to do so, or are unable to comply with health and immunisation requirements, Travel Nation has no liability for any cost, loss or damage which you suffer as a result and will not be liable to provide you with a refund of all or any of the cost of unused portion of your travel arrangements that you have booked though us. You should always discuss your particular needs with your own Doctor or Medical Professional where necessary.

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. Please note that Travel Nation is only able to provide general advice on this, by way of this clause 15.

  16. 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.

  17. Safety Standards

It is the requirements and standards of the country in which your booked arrangements will take place that apply to the services and/or arrangements provided, and not those of the UK. These requirements and standards will not be the same as the UK and may typically be lower depending on the destination to which you are travelling.

  18. Foreign, Commonwealth and Development Office (FCDO) Advice

You are responsible for making yourself aware of Foreign, Commonwealth and Development Office (FCDO) 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 FCDO to avoid or leave a particular country may constitute Force Majeure (see clause 11).

  19. ABTA

We are a Member of ABTA, membership numbers Y1114 (when we act as organiser or principal) and P7185 (when we act as agent) . 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.

  20. 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.

  21. 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 UK law, where this is applicable to you, 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 UK 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 or any other arrangement 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 or cancellation which is due to any of the reasons set out in clause 13 or clause 11 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 “UK Air Safety list” (available for inspection at https://www.caa.co.uk/Commercial-industry/Airlines/Licensing/Requirements-and-guidance/Third-Country-Operator-Certificates/) detailing air carriers that are subject to an operating ban within the UK.

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 typically be under 2 years of age at the date of the last flight on the booking. To qualify as a child, a child must typically 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.

  22. '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.

  23. Flight Reservations Held Elsewhere

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

  24. Failing to Check-In For a Flight (No Shows)

If you fail to show up for a flight on which you are booked as part of your arrangements with us, 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 rebook your original seats on the onward dates that you had been holding. You are strongly advised to directly 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, please visit https://www.travelnation.co.uk/date-change-service.

  25. 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, please visit https://www.travelnation.co.uk/date-change-service.

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.

  26. 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.

  27. Passenger Taxes and Fuel Surcharges

Passenger taxes and fuel surcharges 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. Travel Nation has no control over this aspect of your travel arrangements.

  28. 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.

   29. Severability

In the event that any term or condition contained in these Booking Conditions is unenforceable or void by operation of law or as being against public policy or for any other reason than such term or condition shall be deemed to be severed from this contract or amended accordingly only to such extent necessary to allow all remaining terms and conditions to survive and continue as binding.

  30. 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 B only applies to Packages booked with us departing from the United Kingdom (UK) or European Union (EU), where we are acting as the Package Organiser (please see clause 31 for further details of when this will be the case). Please read this section in conjunction with Section A of these Booking Conditions.

This section is not applicable for any departures originating from outside the UK or EU.

  31. Definition of a Package

Where your booking is for a Package departing from the UK 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 (as amended) (“PTRs”), as outlined in this Section B of these Booking Conditions.

A “Package” exists if you book a combination of two of the following separate travel services s, for the purpose of the same trip or holiday:

  1. transport;
  2. accommodation;
  3. rental of cars, motor vehicles or motorcycles (in certain circumstances);
  4. 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 Conditions for the terms applicable to such arrangements.

We occasionally sell Packages that are not organised by ourselves but by a third party Supplier/Principal, which we sell as an agent on the Supplier/Principal’s behalf. We will advise you where this is the case prior to you placing your booking. For such sales, this Section B will not apply, please refer to Section D instead.

  32. Pricing of Packages

We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:

  1. the price of the carriage of passengers resulting from the cost of fuel or other power sources;
  2. the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes.
  3. the exchange rates relevant to the Package.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.

We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.

However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice.

Should the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £50.  However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

There will be no change made to the price of your confirmed Package holiday within 20 days of your departure nor will refunds be paid during this period.

  33. Cutting your Package 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 accommodation and 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.​

  34. 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. Travel Nation 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.

  35. If you Change Your Package booking

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 36 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Important Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements (such as flight arrangements).

  36. 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 to your consultant, immediately. Your notice of cancellation will only take effect when it is received in writing by us (which shall be by email only to your consultant) 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. Please note that amendment charges are not refundable in any circumstances.

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, Commonwealth and Development Office (FCDO) 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 FCDO advise against travel to your destination(s), you may terminate your contract (or component within your contract) without paying any termination fee if your trip is due to depart within 14 days from the date the FCDO 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 14 days from the date the advice changed. For trips due to depart outside the 14 day period, we will continue to review the FCDO advice regularly and we will notify you no later than 14 days before your trip start date and if the FCDO advice hasn’t changed, and offer you the aforementioned options. If your trip start date is outside the 14 day window and you wish to cancel your trip due to FCDO 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.

  37. 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 but are not limited to a small alteration of your outward or return flights, changes to aircraft type, changes due to “awaiting schedule” flights (clause 22), change of accommodation to another of the same or higher standard, changes of carriers, change of airport (e.g. Gatwick to Heathrow). Please note that carriers such as airlines 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 by more than 48 hours.
  • 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 11).

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.

  38. Our Responsibilities For Your Package Booking

   A. 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 11).   

  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. Where applicable, 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. Where applicable, in any circumstances in which a carrier is liable to you by virtue of  EC 261/2004 (denied boarding and flight disruption), 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; or

    3. indirect or consequential loss of any kind.

  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.

  B. Covid-19 Limitation of liability: 

We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.  We strongly recommend referring to the Passenger Covid-19 Charter Checklist which sets out what you should be doing at each stage of travel.  Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

  1. If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time.  If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:  a) Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have. Please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by other suppliers; or b) If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to the requirements of clause 35;

  2. If you, or anyone in your booking party incur costs for, or is unable to meet any health, testing (e.g. Covid-19 PCR test), immunisation or quarantine requirements at any stage of your journey.  We will also accept no liability as a result of a change in requirements before, during or after your journey.  We do not expect complying with these requirements to have a significant impact on your enjoyment of the holiday. All measures are taken with the purpose of securing your safety and those around you.  

  3. Cancelling your holiday, in which case we will impose our standard cancellation charges as at the date of cancellation by you.

  4. If anything related to this entire clause 38 happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs for you:  a) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority;  or b)  fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday.

  5. You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you.

​  39. 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 C applies to all single service bookings that you make with us (e.g. a 'flight only' 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.

  40. If You Change Or Cancel Your Single Service Booking

Changes:

If, after confirmation and/or booking, you wish to change your booking in any way, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all costs quoted for changes will be inclusive of a fee for our service commensurate to 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. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. With flights please also be aware that while this is a single service booking (i.e. flights), the construction of your itinerary may involve multiple airlines and/or separate e-tickets.  Any fees to change flights will be outlined in your booking confirmation when booking with us.

Note: 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 on 01273 320580 and email your consultant directly immediately (please cc in [email protected] into all correspondence).,. 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 40 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.

Where the construction of your single service booking involves multiple airlines and/or separate e-tickets, the conditions associated with each carrier and/or refund timescales may vary and we will advise accordingly. If a policy of credit is adopted by an airline, such credit must be used by the relevant expiry date or be forfeited. We accept no responsibility or liability for expired or unused flight credits.

  41. If We Change Or Cancel Your Single Service Booking

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

Very rarely, we may be forced by "force majeure" as set out in clause 11 to change or terminate all or some of your arrangements.  If this situation occurs before departure, a refund or credit for future travel will be provided, subject to the relevant airline or supplier policy at the time of cancellation. Once you have chosen one of these options of a refund or a credit for future travel, you no longer have rights in relation to the other option.  We cannot be held responsible for any airline or supplier failing to issue a refund, either promptly or at all, in accordance with their legal obligations to you.  If this situation occurs after departure, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

We endeavour to recover monies as swiftly as possible on your behalf, and we will refund you promptly once in receipt of monies ourselves by the relevant airline or supplier. For involuntary cancellations we will process any credit or refunds due on your behalf, retaining a standard 10% service fee on all refunds paid after all airline or third party fees. 

  42. 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:
    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.

We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. 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.

  43. Financial Protection

If you book arrangements other than a Package holiday from us, or single service booking as outlined in this section and originating from the United Kingdom, your monies will not be financially protected. Please ask us for further details.   

Section D – SINGLE SERVICE OR PACKAGE BOOKINGS WHERE WE ARE THE AGENT

This Section D applies to bookings we make for you when acting as agent in the sale of single service bookings or Package bookings. Please read this section in conjunction with Section A of these Booking Conditions. If this is the case, we will make this clear to you upon booking.

  44. Your Contract with the Supplier/Principal

Where we act as agent, we will arrange for you to enter into a contract with the applicable Supplier/Principal (e.g. tour operator/ airline/ cruise company/ yacht company/ accommodation provider) of your chosen travel arrangements, as specified in your confirmation invoice.

As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the Supplier/Principal. The Supplier/Principal’s terms and conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.

  45. Payment

If you have paid a deposit, you must pay full balance by the balance due date notified you. If full payment is not received by the balance due date, we will notify the Supplier/Principal who may cancel your booking and charge the cancellation fees set out in their terms and conditions.

Except where otherwise stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for travel arrangements will be held on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with them.

  46. Changes and Cancellations by You

Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements.

The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure). In addition, you must pay us an administration fee of £50 per booking for any amendments to bookings and an administration fee of £50 for cancellations. We will notify you of the exact charges at the time of amendment or cancellation.

  47. Changes and Cancellations by the Supplier/Principal

A. We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed travel arrangements or to cancel them. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the Supplier/Principal is entitled to assume you wish to receive a full refund. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier but we accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.

B. Please note that we act only as an agent in respect of all bookings we take and/or make on your behalf. When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the arrangement (such as accommodation or a flight), as specified on your booking confirmation, sent on behalf of the Supplier/Principal. All monies collected from you by us as agent, has been paid directly to the Supplier/Principal for your booking arrangements.  Should you raise a chargeback against us in respect of this booking, it will be fully disputed on the basis that we operate as agent only for these Supplier/Principals and are not liable for the contract.

Any claims should instead be made against the Supplier/Principal direct and not against Travel Nation. Please ask us if you need any further details of the Supplier/Principal and/or a copy of their booking conditions to support your claim.

  48. Our Responsibility for Your Booking

Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the travel arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

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