Terms & Conditions - Sound Travel
Existing Member? Sign In | New Member? Register Here

Booking Terms and Conditions

 

These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Mill Park Leisure Ltd, a company registered in England and Wales under company number 09109887, whose registered office address is at 46 Rolle Street, Exmouth, Devon, EX8 2SQ trading as “Sound Travel” (we” or “us”). 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. 

 

We act in the following capacities: as a Package organiser, a Flight-Plus provider, and as an agent to help you to arrange individual holiday products. Our obligations to you may vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible. Section A contains the conditions which will apply to all bookings. Section B applies to agency bookings (including Flight-Plus), and Section C applies to Package bookings.

 

SECTION A – APPLICABLE TO ALL BOOKINGS

 

Booking

By making a booking, you agree on behalf of all persons detailed on the booking that you have read these terms and conditions and agree to be bound by them; you consent to our use of information in accordance with our Privacy Policy; you confirm that you are over 18 years of age; and you accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

 

When you make your booking you must pay the relevant payment as specified at the time of booking. If you believe that any details on the confirmation invoice (or any other document) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

 

Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport.

 

The booking information that you provide to us will be passed on only to the relevant supplier/principal of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are traveling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes.

 

If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant supplier/principals, whether in the EEA or not, we will be unable to provide you’re booking. In making this booking, you consent to this information being passed on to the relevant persons. Full details of our data protection policy are available upon request.

 

Payment

You will be required to pay a deposit or make full payment (if booking within 60 days of departure) for your booking at the time of booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you which will be no later than 60 days prior to your departure.. 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 and you may be subject to our administration charges detailed in these conditions.  Where you have booked a package, you will be subject to our cancellation charges.  See section C below.

 

Special Requests

If you have any special requests (for example dietary requirements or room location), please let us know at the time of booking. We will pass on all such requests to the supplier/principal but we do not guarantee that they will be met and we will have no liability to you if they are not.

 

Insurance

Adequate travel insurance is a condition of your contract with either us or the supplier/principal in question, as applicable. 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; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

 

Accommodation Ratings and Standards

Accommodation ratings are displayed as provided by the supplier/principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between supplier/principals. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

 

Safety standards in some countries may differ from those applicable in the United Kingdom. All properties comply with applicable health and safety regulations. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information.

 

Number of Nights

The ‘No of Nights’ stated on our documentation refers to the number of nights’ accommodation booked. Please note: when travelling on flights departing the UK after midnight, your room will be reserved from the previous day. You must therefore, normally check out of your room by 12 noon on the day before a night flight home or on the departure for an evening flight.

 

Room Allocation

After registration, on arrival at your accommodation, you will be allocated a room. It is your responsibility to verify the check-in and check-out times directly with your accommodation supplier/principal. Please note that local taxes and expenses will be payable to your accommodation supplier/principal in resort on check-out.

 

Accommodation Facilities

Please note where it is stated that hotels have facilities such as tennis courts, the hotel may make charges and equipment is not always provided. The periods of operation of air conditioning/central heating are at the discretion of the hotelier. Where satellite TV is provided, at least one English channel will normally be available.

 

Building Work

From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. Often we do receive advance notice of when it will begin, in which case you will be informed prior to making your booking or within a reasonable time of us being notified. If in any case you have not been informed, and we consider the work will have a significant effect on your stay, we will then review the option of partial or full refund.

 

Disabled Clients

We are able to make enquiries of the supplier/principal about the suitability of arrangements for you and provide replies prior to booking. You must make all requests in advance before a booking is confirmed.

 

Behaviour

Please be aware that the booking conditions of the supplier/principal will normally state that your stay can be terminated, with no refund, if the behavior of your party falls below an acceptable standard. Supplier/principals will also often require you to pay for any damage you cause to the accommodation in resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier/principal or any third party as a result of your conduct.

 

Passports, Visas and Health

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier/principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Most countries now require passports to be valid for at least 6 months after your return date.

 

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances.

 

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk

 

Complaints

Where we are acting as agent, the contract for your arrangements is between you and the supplier/principal and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier/principal or their local supplier/principal or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

 

If you wish to complain when you return home, write to the supplier/principal. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish - please contact us.

 

Where you have booked a package holiday with us, please inform the relevant supplier (e.g. your hotelier) immediately and contacting us on the numbers listed on our website. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

 

You can access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

 

 

Financial Protection

 

We provide financial security for package holidays and Flight-Plus arrangements through our membership with the TTA (membership number: Q5004). The TTA provides total financial protection for the customers of TTA Members' in the event of a TTA Member's financial failure. The financial protection involves two aspects.  Firstly, every TTA Member operates a Trust Account.  Every single penny received from a customer must be deposited into the TTA Member's Trust Account.  The Trust Account is supervised by an independent Trustee. Secondly, in addition to the Trust Account, every TTA Member will issue a Stand Alone Safe Seat Plan Guarantee to each passenger.  This is a Guarantee from the TTA to the customer of their financial protection. Therefore, the Trust Account and the Guarantee will ensure that all the money which a customer has paid to a TTA Member is safely protected.

When you buy a package holiday or Flight-Plus arrangements from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are 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.

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.

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 any event which we or the supplier/principal of the service in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and all similar events outside our or the supplier/principal concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.

 

 

 

Law and Jurisdiction

 

These Terms & Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

 

Conditions of Supplier/Principals

Many of the services which make up your holiday are provided by independent supplier/principals. These supplier/principals 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/principal'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/principal concerned.

 

Data Protection and Privacy

Please see our data protection and privacy policy for full information regarding the way in which we use and store your personal data.

 

 

SECTION B: AGENCY BOOKINGS AND FLIGHT PLUS ARRANGEMENTS

 

This section applies to bookings we make for you when acting as agent. 

 

Your contract

When making your booking we will arrange for you to enter into a contract with the supplier/principal (hotel/tour operator/airline or other supplier/principal) named on your receipt. As an agent we accept no responsibility for the acts or omissions of the supplier/principal or for the services provided by the supplier/principal. The supplier/principal’s terms & 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.

 

You may wish to purchase flights, hotel, car rental, transfer services or other services on our website.  Each component will be provided by different third party providers of the products you have selected. Your contract will be with the individual supplier/principals and not with us.  Since you create your own travel arrangements by adding each component separately to create your own bespoke booking, this is not a package and therefore you are not protected under the Package Travel Regulations (see section C below); and unless you book a Flight-Plus, your booking may not benefit from ATOL protection either. Until a component has been confirmed by the individual supplier/principal, no contract has been formed.

 

Cancellation and Amendment

Any cancellation or amendment request must be sent to us in writing and will not take effect until received by us. If you cancel or amend your booking the supplier/principal may charge the cancellation or amendment charge shown in their Terms and Conditions (which may be 100% of the cost of the travel arrangements) and you must pay us the administration charge stated below.

 

Changes or Cancellations by the Supplier/Principal

We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier/principal offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so the supplier/principal is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier/principal under your contract with them.

 

Administration Charges

In certain circumstances we may apply an administration charge for the services we provide:
 

SERVICE

ADMINISTRATION CHARGE

Cancellation or amendment

Supplier/principal’s charge + £15 per booking

Special requests after booking has been confirmed

Supplier/principal’s charge + £10 per booking

Credit card charge

2% per booking

 

Payment

If you have paid a deposit, you must pay the full balance by the balance due date notified to you which will be no later than 60 days prior to your departure date.  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 booking conditions and you may also be liable for our own administration charges set out above. Except where otherwise advised or stated in the booking conditions of the supplier/principal concerned, all monies you pay to us for arrangements will be held on behalf of the supplier/principal(s) concerned.


Our responsibility for your booking

Your contract is with the supplier/principal and its terms and conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. In the event that the supplier/principal cannot provide the Arrangements as a result of over-booking, we will attempt to inform you as soon as possible should we become aware of this but cannot be not responsible for the supplier/principal’s failure and have no further liability to you. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. 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 have earned 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.

 

Flight-Plus bookings

Booking a Flight-Plus provides you with protection under our ATOL in the event of supplier/principal insolvency, but we are still acting as agent for the individual supplier/principals and a Flight-Plus booking does not constitute a package as described in section C below. 

 

A Flight-Plus exists where you request to book a flight out of the UK, or a flight into the UK where you departed from the UK by another means and on the same day, the day before or the day after, you also request to book either living accommodation or self-drive car hire which takes place outside the UK and is supplied under or in connection with your flight.  In all cases the services must cover a period of more than twenty four hours or include overnight living accommodation in order to make them a Flight-Plus.   If in connection with the flight, you also book any other tourist services which are not ancillary to flight or living accommodation and which account for a significant proportion of the Flight-Plus, they will also form part of the Flight-Plus.

 

A Flight-Plus will also exist where on the same day, the day before or the day after you have requested to book: a) a non flight inclusive Package, you request to book a flight out of the UK, or a flight into the UK where you departed from the UK by another means or b) a flight inclusive Package, you request to book accommodation or self-drive car hire outside the UK. (A Package exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:-(a)  transport; (b)  accommodation; (c)  other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the Package.)  Please note that a single flight which begins and ends in the United Kingdom will not form part of a Flight-Plus.   Where you request to book a Flight-Plus, we will be a Flight-Plus Arranger in accordance with the definitions set out in Regulation 25 of The Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.  Please note that where you book a low cost flight only and make payment directly to the airline, this will not constitute a Flight-Plus.

 

Our liability for Flight-Plus bookings

In these conditions, the failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the ATOL Regulations 2012.  If, before your intended departure on a Flight-Plus we become aware that any part of your Flight-Plus will not be provided a) because of the insolvency of any person concerned with the provision of the arrangements making up a Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we will make reasonable endeavours to provide you with suitable alternative arrangements at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of your Flight-Plus.

 

If, after your intended departure on a Flight-Plus we become aware your flight arrangements will not be provided a) because of the insolvency of any person concerned with the provision of the flight accommodation making up your Flight-Plus or b) because the ATOL holder providing your flight accommodation is insolvent, cannot or will not be able to meet, or will fail to meet its obligations to its customers, we or the CAA will seek to provide you with suitable alternative transport back to the place of departure or to another return point to which you have agreed. 

If, after your intended departure on a Flight-Plus we become aware that your living accommodation or car hire will not be provided because of the insolvency of any person concerned with the provision of the living accommodation or car hire making up your Flight-Plus, we will seek to provide you with suitable alternative living accommodation or car hire at no extra cost. If it is impossible to make such arrangements, we will give you a full refund of all monies paid to us in respect of all unused flight accommodation, living accommodation, car hire and other tourist services forming part of your Flight-Plus.

 

Where suitable alternative arrangements are provided as set out in this section, we will where appropriate, pay you reasonable compensation, to include any incidental expenses reasonably incurred by you and evidenced by receipts. Compensation will not be payable if living accommodation or self drive car hire is offered by us and accepted by you with a higher price than that originally booked and is supplied in the same location as originally booked where no additional payment is made by you.

 

If cancellation occurs for reasons other than relating to insolvency, we will not be liable to pay you compensation and the above options will not be available.  As agent, whether or not we have sold you a Flight-Plus, we will not be liable in respect of quality complaints, any general losses, distress or disappointment suffered by you in relation to your booking, and any such claims must be directed to the relevant supplier/principal of the element in question.  We will not make suitable alternative arrangements or pay you compensation in respect of any tourist services forming part of your Flight-Plus.  A refund will be given in respect of these services in the event of insolvency but we will have no further liability.

 

SECTION C: PACKAGE HOLIDAY BOOKINGS

 

This section only applies to Package Holidays booked with us as Organiser.

 

Definition of Package:

A “Package Holiday” exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:-(a) transport; (b) accommodation; (c)  other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package. Where you have booked a Package Holiday with us, we will accept responsibility for it in accordance with these Booking Conditions as an “Organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992.

 

Pricing

The price of your travel arrangements has been calculated using exchange rates calculated at the time of booking using www.XE.com

 

We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays.

The price of your confirmed holiday is subject at all times to variations in:

(i)  transportation costs, including the cost of fuel; or

(ii) dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or

(iii) the exchange rates used to calculate your arrangements.

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, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your confirmed  travel arrangements (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 equivalent or higher quality you will not have to pay more but if it 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 insurance premiums and 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 14 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

 

Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. 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 holiday within 30 days of your departure nor will refunds be paid during this period.

 

Changes by You & Transfer of Booking

If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, 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 changes will be subject to payment of an administration fee of £15 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. 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. A cancellation fee may be payable.

 

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of £15 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us.  If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

                               

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.

                                                       

If you Cancel

 

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. 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. We recommend that you use recorded delivery. Since we incur costs in cancelling your arrangements, you may have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling:

 

Period before departure within which notice of Cancellation by you is received

Amount of cancellation charge

60 days or more prior to departure

Loss of Deposit

42 to 59 days prior to departure

35% of total holiday cost

28 to 41 days prior to departure

50% of total holiday cost

14 to 27 days prior to departure

75% of total holiday cost

Less than 14 days prior to departure

100% of total holiday cost

We will deduct the cancellation charge(s) from any monies you have already paid to us.

 

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.

 

If We Change or Cancel

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 or your travel agent 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 alteration of your outward/return flights by less than 12 hours, 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 major change to your confirmed arrangements. ”Examples of “major 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 change of outward departure time or overall length of your arrangements of twelve or more hours.
  • A change of UK departure airport, as long as that change is not from one London airport to another London airport. London airports are Heathrow, Gatwick, Stansted, Luton and London City.
  • A significant change to your itinerary, missing out one or more destination entirely.

 

Cancellation: We will not cancel your travel arrangements less than 28 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 major 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 major changes) accepting the changed arrangements;
  2. having a refund of all monies paid; or
  3. accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).

 

You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.

 

Insurance If we cancel or make a major change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 

 

Compensation

If we cancel or make a major change less than 28 days before departure, we will pay compensation as detailed below. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

 

Period before departure within which notice of Cancellation or major change is notified to you

Compensation payable per person booking

60 days or more

Nil

59 - 42 days prior to departure

£10

41 - 28 days prior to departure

£20

27 - 14 days prior to departure

£30

Less than 14 days prior to departure

£40

 


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

  • where we make a minor change;
  • where we make a major change or cancel your arrangements more than 28 days before departure;
  • where we have to cancel your arrangements as a result of your failure to make full payment on time;
  • where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
  • where we are forced to cancel or change your arrangements due to Force Majeure.

 

Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.

 

If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.

 

Our Responsibilities to you in respect of Package Holidays

1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these booking conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or supplier/principals’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our suppliers 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 act(s) and/or omission(s) of the person(s) affected;
  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 suppliers 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. for 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 £25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind;
  2. for claims not falling under 3(i) 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 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. for claims in respect of international travel by air and sea, or any stay in a hotel: 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.

 

4) 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. 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.

 

5) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier/principal(s) strictly in accordance with the complaints procedure set out in these conditions. 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 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.

 

7)  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/principal agrees to provide for you. 

 

Delays, Missed Transport Arrangements and other Travel Information

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 us and the airline or other transport supplier/principal concerned immediately.

 

The Package Travel Regulations provide that in the event that you experience difficulties, we will provide you with prompt assistance.  Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier/principal 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 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.

 

 

ACCEPT COOKIESTo give you the best possible experience, this site uses cookies. Using this site means you agree to our use of cookies. We have published a cookies policy, which you should read to find out more about the cookies we use. View cookies policy.