- Your Travel Booking
Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old at the time of booking and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations.
It is a condition of your booking with us that you and all other members of your party are adequately insured on holiday. Any person who is under 18 years old must not be included in your booking.
The combination of travel services offered to you is not a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will not benefit from all EU rights applying to packages.
- The Price You Pay
All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time.
We reserve the right to increase the price of your holiday after you have booked but no later than 20 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made and will provide you with justification and a calculation of how the increase has been calculated. After a Confirmation Invoice has been sent to you, any increase to your holiday price will only be as the result of the direct consequences of changes in:
1. The exchange rates relevant to the package
If any of the costs detailed above decrease before your departure date, you will not be entitled to a price reduction.
If the increase is more than 8% of the holiday price (calculated as above), then: –
1. You may cancel your holiday booking within 14 days of the Amendment Invoice date and receive a refund of all monies paid to us except any amendment charges; and
2. the increase will be considered a Major Change as described in section 4 below and, unless you choose to cancel under paragraph 1 above, you will be entitled to the alternatives set out in section 4 for those circumstances, but in either case you will receive compensation in accordance with section 4.
The price quoted on the last Amendment Invoice issued is guaranteed, unless you change your holiday booking. Any increases in our costs which occur after the last Amendment Invoice has been sent will be borne by us. Should you instruct your credit/debit card company to “charge back” any payment(s) properly due from you in respect of your booking, we will charge you a fee of £25 per incident and associated costs. We further reserve the right to cancel your booking and/or take legal action against you for all outstanding payment(s).
- If We Cancel Your Booking
We aim to provide your holiday as booked. But if, for example, you do not pay the balance of the holiday price on time, we may cancel it.
We may also cancel your holiday when there are not enough people booked in your group and we have notified you of the minimum number required. In these circumstances we’ll let you know based on the duration of your holiday as follows:
Duration of your package
Notice of cancellation
More than 6 days
20 days before departure
Between 2 and 6 days
7 days before departure
We reserve the right to cancel your holiday in any circumstances but if we cancel your holiday, except where this is because you have not paid, you can either have a refund or accept a replacement holiday from us of equivalent or similar standard and price, if we are able to offer you one. We may offer you a replacement holiday from another company in our group. Should you choose this option the terms and conditions of your holiday will not change and these conditions will still apply to your booking. In either case, we will pay you compensation, using the scale shown (unless we cancel your holiday because you do not pay us the balance of the holiday price or because of one of the events listed in the ‘Important Note – Events Beyond Our Control’, or there are not enough people booked on your holiday) and we will always refund the difference in price if the replacement holiday is of a lower standard and price.
- If We Change Your Booking Details
We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes. We reserve the right to do this at any time. We will let you or your travel agent know about any important changes when you book. If you have already booked, we will let you know as soon as we can.
MajorChangesTo Your Holiday
Occasionally, we have to make major changes to the accommodation making up your holiday with us.
Major changes to your holiday for which we will pay compensation unless the change is for reasons beyond our control (see ‘Important Note – Events Beyond Our Control’), using the scale shown, may include a price increase of more than 8%, or a significant change to any of the main characteristics of the travel services including a change in accommodation to that of a lower category, a change in the events offered. These changes are only examples and there may be other significant changes which constitute major changes.
If we tell you about any of these changes after we have confirmed your holiday booking, you may either:
– accept the new arrangements offered by us; or
– accept an alternative of similar standard and price, at the date of the change, if we are able to offer you one. or
– cancel your holiday with us and receive a full refund of all monies paid.
If The Change Is Not Acceptable To You
If any major change indicated above is not acceptable to you, you can cancel your holiday booking. In this case, we will refund all the money you have paid us and we will not pay you compensation.
Important Note – Events Beyond Our Control
Events beyond our control include but are not limited to: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, any failure to secure relevant flying rights, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events.
6. Our Responsibility For Your Holiday
We will arrange for you to receive the travel services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us. Except where we are a Booking Agent we are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you).
We have taken all reasonable care to make sure that all the services which make up your holiday advertised by us are provided by efficient and reputable businesses. These businesses should follow local standards. However, overseas safety standards are generally lower than in the UK.
YOUR AGREEMENT WITH US
7. Your Contract
By asking us or your travel agent to confirm your booking, you are accepting on behalf of all persons travelling on this booking that the terms of this Agreement, which incorporate the information, restrictions and obligations set out on our website constitute the entire agreement between us with regard to your booking and your travel arrangements. You also consent to our processing personal information about you and other members of your party. Where the context permits, reference to “you” and “your” will include you and all persons travelling on this booking. Your contract with us shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matter arising under or in connection with your contract with us. You may however choose to submit to the law and jurisdiction of Scotland or Northern Ireland if you are resident in either of these jurisdictions but not to any other law and/or jurisdiction.
8. Paying For Your Travel Arrangements
You will be required to pay a deposit to us for each person when you book unless this is within 12 weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent when your booking is made. If it is not specified then it will be the amount that we ask you to pay when you book, even if this is 100% of the holiday price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. The remaining deposit will be due on cancellation or date specified at time of booking or on your confirmation invoice Please note your booking deposit may be increased or there may be a charge payable for some accommodation, where it is necessary to secure specific facilities with full payment at the time of booking. Once confirmed, the booking deposit, additional charges paid and insurance premiums will not be refunded in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise required by law.
Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least 12 weeks before you go on holiday. If you don’t, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 10.
If you pay money for your booking to an agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us.
9. If You Change Your Booking
1. You must ensure all names and details are entered correctly at the time of booking. You will receive an invoice once your booking is confirmed and must contact us straight away if there is something that you need to correct, or if you don’t receive an invoice within 7 days of confirming your booking.
2. Subject to Section 9.4, you may transfer your booking to another person, providing the following conditions are met:
– You provide us with at least 7 days notice and authorise the change in writing, which includes email
– The new lead passenger accepts the transfer and the terms of Our Agreement
– That person complies with the terms of the existing booking
– That person has valid holiday insurance – you cannot transfer your holiday insurance to the new lead passenger.
We’ll charge amendment fees to change a name on a booking outside 14 days to departure; these will be added to the new invoice. The new lead passenger, and you should they fail to pay, will be responsible for the payment of any balance due on that new invoice.
3. We charge an ‘Amendment Fee’ for each detail of your booking we allow you to change, see guide to our amendment fees table below. Please note that more major changes, including but not limited to, travelling later than planned may be treated as a cancellation and incur the appropriate charges in line with Section 10.
4. Please bear in mind that some providers treat changes as a cancellation and charge accordingly, up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you.
5. When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.
Some accommodation is priced according to the number of people staying there. If your party size changes, we’ll recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost per person may go up. This extra cost isn’t a cancellation charge, and it isn’t covered by insurance.
6. Some arrangements cannot be removed once they have been added to your booking. These include: transfers, accommodation options such as room/board upgrades and late checkout rooms. Certain extras, such as excursions, theme park tickets and airport extras may be non-refundable. We will make this clear when you book those arrangements, please check with us if you are unsure at the time of booking.
Guide To Our Amendment Fees
29 days or more to departure
28 – 15 days to departure
14 – 0 days to departure
To change a name, passenger or passenger type
£25 per person
£25 per person
£25 per person
To change accommodation, trip duration and/or to travel earlier than planned*
£50 per person
90% of original cost
100% of original cost
To travel later than planned
Cancellation charges apply – see section 10
Cancellation charges apply – see section 10
Cancellation charges apply – see section 10
* please note there won’t be any reduction in the price you pay, even if your new travel arrangements are cheaper than the original booking.
- If You Cancel Your Booking
If you want to cancel your booking, or part of it, you must contact us as soon as possible. If you have made your booking through a Booking Agent, your agent must advise us of your request to cancel. Once your booking has been cancelled you can expect to receive a cancellation invoice within 14 days. If you don’t please contact us.
To cover the cost of processing your cancellation, and to compensate us for the risk that we may not be able to resell your travel arrangements, we’ll make a cancellation charge on the scale shown below. You are responsible for paying this charge.
Guide To Our CancellationCharges
These charges are based on how many days before your booked departure we receive your cancellation notice, and are a percentage of the total cost of your booking, not including your insurance premium. If you want to cancel one or more passengers on the booking you’ll have to pay a proportion of the applicable cancellation charge for those passengers.
Period Before Departure When Notice Of Cancellation Is Received
Percentage Of Total Booking Price
126 days or more
Loss of deposit
125 – 56 days
55 – 36 days
35 – 0 days
Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. Where extra facilities or transport options, see Sections 8 and 9.4, are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay.
If you booked using a Low Deposit Offer, the full deposit amount stated on your confirmation invoice will need to be paid upon cancellation.
The cancellation charge may be higher for certain travel arrangements, such as coach tours or scheduled airfares. Please ask for details of cancellation charges when you book and check your insurance policy to see if you’d be covered for the cost of any cancellation charges.
- If You Have A Complaint
You must inform us without undue delay, taking into account the circumstances of the case, of any lack of conformity which you perceive during the performance of the travel services included in the package travel contract. If you have a complaint whilst away, you must immediately notify the supplier of the service in question (e.g. your hotelier) and our resort representative and complete a report form whilst in resort. If they are unable to resolve the problem, or a member of our staff is not available, you should contact us straight away by phone/email and we will endeavour to assist. 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.
- Your Conduct
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents in the UK or resort in any risk or danger, on the telephone, in writing or in person.
As a result of your behaviour during any stage of your holiday including on a transfer, in any accommodation, cruise or excursion, we reserve the right to make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result, including but not limited to (i) cleaning, repairing or replacing property lost, damaged or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the cruise for the purpose of removing you. Criminal proceedings may also be instigated.
For the purposes of this section reference to “you” or “your” includes any other person in your party.
- Your Accommodation
Any accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on latest Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay. These charges must be met by you and may have to be paid locally.
- Contacting You
If you book via our website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via telephone or in writing as required in our terms and conditions.