Tour Operator Terms and Conditions
IGLU.COM PACKAGE HOLIDAY BOOKING CONDITIONS
The following booking conditions ("Booking Conditions"), the confirmation invoice, together with the General Information contained on our website form the basis of your contract with Iglu.com Ltd, 2nd Floor, 165 The Broadway, Wimbledon, SW19 1NE, company registration number 03629676. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these Booking Conditions and agree to them.
These Booking Conditions apply to "packages" we have sold to you as an "organiser", in accordance with the provisions of the Package Travel and Linked Travel Arrangements Regulations 2018 ("PTR"). All references in these Booking Conditions to a "package holiday", "booking", "contract", "tour" or "arrangements" shall be taken to mean Packages, as defined under the PTR.
If you have made a booking for a package holiday or other travel service(s) with a third party, which we have sold to you as an agent for that third party (please check your confirmation invoice), then your booking will be subject to our Agency Terms of Business, which can be found here.
In these Booking Conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires. "We", "us" and "our" means Iglu.com Ltd.
We do not own or provide any of the services, facilities or travel arrangements which make up your package holiday. These are provided by third parties whom we arrange to provide the services, facilities or travel arrangements which make up your package holiday (the "suppliers").
1. Making your booking
The first named person on the booking ("party leader") must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all members who are under 18 when the booking is made. By making a booking the party leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.
Subject to the availability of your chosen arrangements, we will confirm your holiday by issuing a confirmation invoice.
The confirmation invoice will be sent to the party leader. Please check this carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation, acknowledgement or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 24 hours of you receiving it. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so.
If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the package holiday is suitable for you.
In order to confirm your chosen holiday, a deposit amount advised to you by your reservation agent (or full payment if booking within 17 weeks of departure) must be paid at the time of booking. Initial payments must be made by debit card, credit card or bank transfer.
The balance of the holiday cost must be received by us not less than 17 weeks prior to departure. This date will be stated on your confirmation invoice. Reminders may not be sent prior to the due date. Balances must be paid by bank transfer, cheque or our Direct debit scheme. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we reserve the right to treat your booking as cancelled by you. In this case, we will be entitled to keep all deposits paid and recover any of the charges due as set out in clause 6. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 6 depending on the date we reasonably treat your booking as cancelled.
3. Your contract
A binding contract between us comes into existence when we dispatch our confirmation invoice to the party leader. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us ("claim") (except as set out below).
We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the ABTA arbitration scheme (if the scheme is available for the claim in question and you wish to use it – see clause 13) or by the courts of England and Wales only unless, in the case of court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
4. The cost of your holiday
Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking. The prices shown on our website were calculated on 27 June 2018 on the basis of then known costs and exchange rates of £1 to US$1.3148 or £1 to €1.1338 as shown in the Financial Times Guide to World Currencies on that date.
We reserve the right to increase or decrease the prices of unsold holidays at any time. We also reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. Once the price of your chosen holiday has been confirmed, then, subject to the correction of errors, we will only increase or decrease the price in the following circumstances.
We may change the price of your package holiday after we have issued our confirmation invoice in order to pass on to you changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees on the travel services included in your booking imposed by third parties other than the suppliers, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) the exchange rates relevant to the package holiday. We shall only be able to change the price in this way if we notify you of any price increase at least 20 days before the start of your package holiday, together with a calculation and an explanation for this change. If the price of your package holiday is increased by more than 8% of its total price, then you may:
- accept and pay for the price increase;
- reject the price increase and terminate your package holiday with a full refund; or
- reject the price increase, terminate your package holiday and take an alternative one if we decide to offer this. If you decide to take an alternative package holiday, we will inform you of its impact on the price of your booking. If the alternative package holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with clause 11 below.
We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the price increase. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled to terminate the package holiday and provide you with a refund. If you decide to reject the price increase and terminate your package holiday with a full refund, you may also be entitled to compensation in accordance with clause 11 below.
You will be entitled to a price reduction corresponding to any decrease in the costs described above which occur after you have booked but before the start of your package holiday, although we will be entitled to deduct our administrative expenses of this process. You will be entitled to ask for a breakdown of these administrative expenses.
5. Changes by you
Should you wish to make any changes to your confirmed holiday, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can assist, an amendment fee of £25 per person/per booking will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers or any third party. Please note: For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.
You may transfer your package holiday to another person who satisfies all the conditions applicable to the package holiday, subject to you and the other person accepting that you will both be liable, jointly and individually, for full payment of any balance due to be paid and any fees, charges or other costs arising from the transfer. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £25 per person must be paid before the transfer can be made.
We shall notify you of the full costs upon receipt of your request to transfer. In order to take advantage of this possibility, you must contact us at the details set out in clause 24 below. You will need to give us reasonable notice of this change so that we can make the necessary arrangements, but 7 days before departure shall be considered to be reasonable.
6. Cancellation by you
You, or a member of your party, may cancel your booking at any time by giving us written notice by an email properly addressed to the email address set out in clause 24 below. Any such notice of cancellation must be given by the party leader. If you notify us by email you should receive a reply within 24 hours; if you do not receive one you should assume your email has not been received and must contact us again immediately.
As we may have incurred costs in relation to a cancelled booking (including, without limitation, charges which are imposed on us by our suppliers), you will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as follows (please ask if you would like to understand how these charges are calculated):
|Number of days notice||Amount of you must pay|
|106 Days +||Loss of Full Deposit|
|42-105 Days||50% of holiday cost*|
|28-41 Days||70% of holiday cost*|
|8-27 Days||90% of holiday cost*|
|0-7 Days||100% of holiday cost*|
|(*or deposit if greater)|
In addition a flat fee of £25.00 per person will be collected.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.
For all bookings, where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.
It is important that you have sufficient insurance in place to cover you (and your group) whilst you are away. It is a condition of your booking that you have such suitable insurance cover in place. Please ensure that you have a valid travel insurance policy in place from the time of booking, to cover you for the countries and activities you may be undertaking on your holiday. You should contact us to discuss this if you do not already have insurance in place.
Details of the policy we offer are shown at www.igluextras.com.
Please read your policy details carefully and take them with you on holiday. We do not check alternative insurance policies.
8. Changes and cancellation by us
As the arrangements which make up your package holiday are planned many months in advance, from time to time we may need to make a change to your package holiday. We reserve the right to do so at any time. Most changes are minor changes, however, occasionally we have to notify customers of a significant change that we are constrained to make to the main characteristics of the package holiday, or where we cannot fulfil any of your special requirements which we have accepted.
In the unlikely event that we have to make a significant change to your package holiday, we will tell you as soon as reasonably possible. You will then have the option to:
- accept the proposed change. If this results in a package holiday of lower quality or cost, you may be entitled to a price reduction in accordance with clause 11 below;
- reject the proposed change and terminate your package holiday with a full refund; or
- reject the proposed change, terminate your package holiday and take an alternative one if we decide to offer this. If you decide to take an alternative package holiday, we will inform you of its impact on the price of your booking. If the alternative package holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with clause 11 below.
We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the proposed change. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled to terminate the package holiday and provide you with a refund.
If you decide to reject the proposed change and terminate your package holiday with a full refund, you may also be entitled to compensation in accordance with clause 11 below.
We may not give you any of the above options in the event that a change to the purchased package holiday is a minor change. Please note that a change of flight time of less than 12 hours, a change of airline or aircraft (if originally identified), a change of departure or destination airport to one within the same region, or a change of accommodation to another of the same or higher standard usually qualify as minor changes.
On rare occasions, we may have to cancel your package holiday and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative package holiday if we are able to do, and inform you of its impact on the price of your booking. If the alternative package holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with clause 11 below. If we cannot offer you an alternative, or even if you just prefer, we will provide you with a full refund of any payments made for the package holiday.
You may be entitled to compensation as a result of our cancellation of your package holiday in accordance with clause 11 below, except where we are prevented from providing the package holiday because of Unavoidable and Extraordinary Circumstances and we notify you of the cancellation without undue delay before the start of your package holiday.
We typically offer the following compensation payments in the event of a significant change or a cancellation by us:
Significant changes & cancellation
Cancellation by us in circumstances other than as described in clause 9
Changing your accommodation to one of lower rating or in a different resort
Changing the UK airport you fly from or to one which is more inconvenient for you (except where the change is from one London airport to another)
Changing the date you leave the UK
Changing the time of your flight by more than 12 hours
These scales are based on the number of days before your departure we tell you about a 'significant change' or cancellation, but see clause 9 about 'Unavoidable and Extraordinary Circumstances'.
Amounts are per full-fare-paying adult.
|Number of days||Compensation|
|More than 105 days||£20|
In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation payments. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. No compensation is payable for minor changes Very rarely, we may be forced by "Unavoidable and Extraordinary Circumstances" (see clause 9) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
9. Unavoidable and Extraordinary Circumstances
In these Booking Conditions, where we refer to Unavoidable and Extraordinary Circumstances, it means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.
This may cover for example warfare, other serious security problems such as terrorism, significant risks to human health such as the outbreak of a 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 destination as agreed in the package travel contract.
Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 11 below) as a result of Unavoidable and Extraordinary Circumstances.
10. Our responsibility for the performance of the package holiday
(1) We do not own or provide any of the services, facilities or travel arrangements which make up your package holiday. These are provided by third party suppliers whom we arrange to provide the services, facilities or travel arrangements which make up your package holiday. We have a legal duty to exercise reasonable skill and care in making the arrangements for the suppliers to provide the services, facilities and travel arrangements to you.
(2) We also have a liability to you for the performance of the travel services included in your package holiday under the PTR, irrespective of the fact that such travel services are to be performed by the suppliers.
(3) You must tell us immediately of any failure to perform or improper performance of your package holiday (“Failure”). This will give us the opportunity to resolve the Failure whilst you are on your holiday. If we refuse to do so, or if it is necessary to remedy the Failure immediately, then you may resolve the Failure yourself and request reimbursement of reasonable expenses from us. However, these rights will not arise if remedying the Failure is impossible or entails disproportionate costs. In that case, your only right will be to seek a price reduction or compensation in accordance with clause 11.
(4) If a significant proportion of the travel services included in your package holiday cannot be provided as agreed in the booking, we shall offer, at no extra cost to you, suitable alternative arrangements for the continuation of the package holiday. The alternative arrangements shall, where possible, be of equivalent or higher quality than those specified in your booking. Where they are of lower quality you will be entitled to a price reduction as described in clause 11 below. You may only reject the alternative arrangements we offer to you if they are not comparable to what was agreed in the booking or if the price reduction is inadequate. If you do reject the alternative arrangements, or if we are not able to offer them, then you may, where appropriate, be entitled to a price reduction and/or compensation in accordance with clause 11.
(5) If a Failure substantially affects the performance of the package holiday, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your package holiday or terminate your booking without paying a termination fee. If you decide to terminate, then if your package holiday included carriage to the destination, we shall also repatriate you with equivalent transport without undue delay back to your place of departure and at no extra cost to you. You may, where appropriate, be entitled to a price reduction and/or compensation in accordance with clause 11.
(6) If we are unable to ensure your return to your place of departure as agreed in your package holiday because of Unavoidable and Extraordinary Circumstances, we shall bear the cost of necessary accommodation, if possible of equivalent category, for a period not exceeding three nights per passenger. This limitation shall not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we had been notified of their particular needs at least 48 hours before the start of the package holiday.
(7) If a longer period of accommodation than that referred to above is provided for in Union passenger rights legislation (as described in the PTR) concerning your mode of return transport, or such legislation does not allow the transport provider to limit its obligations as described above in the event of Unavoidable or Extraordinary Circumstances, then the limits set out in such legislation will apply instead.
11. Price reductions, compensation for damages and our liability to you
(1) You will be entitled to an appropriate price reduction for any period during which there is a Failure, unless the Failure is attributable to you.
(2) You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Failure except where the Failure is:
- attributable to you;
- attributable to a third party unconnected with the provision of the travel services included in the package holiday and is unforeseeable or unavoidable; or
- due to Unavoidable and Extraordinary Circumstances.
(3) We shall not be liable to pay compensation to you in connection with your package holiday where there are international conventions which limit the extent or the conditions under which compensation would have to be paid by one of our suppliers. These same limitations will apply to us and in an identical manner as if such limitations applied directly to us. These international conventions include (but are not limited to) the Montreal Convention in respect of travel by air (and all earlier related conventions), the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail (Convention concerning International Carriage by Rail (COTIF) of 9 May 1980), the Geneva Convention in respect of travel by road and the Paris Convention in respect of the provision of accommodation. We shall have the full benefit of any limitation of compensation which is contained in these conventions and any other international conventions which govern the travel arrangements which make up the package holiday. Please ask us for copies of these international conventions if you would like to see them.
(4) Our liability will also be limited in accordance with the contractual terms of the suppliers which provide the transportation element of your package holiday and in an identical manner as if such limitations applied directly to us.
(5) Our liability to you in connection with your package holiday shall be limited to a maximum of three times the cost of your package holiday, except in cases involving death, injury or illness where we or suppliers have caused such damage intentionally or with negligence.
(6) If you are granted compensation or a price reduction by another party in relation to the same Failure which you claim compensation or a price reduction from us, then we may deduct the compensation or price reduction you receive from the other party from that which is payable by us.
(7) Except as set out above, we accept no liability for any claims, losses, expenses, damages or liability for your package holiday, except in cases involving death, injury or illness where we have caused such damage with negligence.
(8) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised on our website and we have not agreed to arrange them and any excursion you purchase in resort.
(9) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable holiday maker to refuse to take the holiday in question. Please note, however, our obligation is to exercise reasonable skill and care as referred in clause 10(1) above. We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
(10) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description which (1) 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) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
(11) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 12 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
12. Complaints, problems and prompt assistance while on holiday
If anything is not to your satisfaction during your holiday please immediately inform both us (via the details set out in clause 24 below) and the relevant supplier (e.g. your hotelier) who will endeavour to resolve your problem. It is important you advise us as well as the supplier so we can both help to put things right without delay. We believe it is better for everyone to resolve problems that arise during your holiday promptly so that you can enjoy your holiday.
However, if your complaint is not resolved locally, please follow this up within 28 days of your return home by emailing us at the details set out in clause 24 below, giving your booking reference and all other relevant information. Please keep your letter concise and to the point.
You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
Please note failure to advise of problems whilst on holiday, as described above, deprives both us and the suppliers of the opportunity to investigate and rectify your complaint whilst in resort and this may affect your rights under this contract including reducing any compensation due, potentially to zero.
We shall provide you with appropriate assistance without undue delay if you are in difficulty, in particular by providing appropriate information on health services, local authorities and consular assistance; and by helping you make distance communications and helping you find alternative travel arrangements. Typically, we do not charge for this assistance, although we do reserve the right to charge a reasonable fee for such assistance if the difficulty has been caused intentionally by you or through your negligence.
If you are in difficulty and you need our assistance, please contact us using the details set out in clause 24 below.
We are a Member of ABTA, membership number J0332. 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 cannot 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.
14. Behaviour and damage
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be paid direct at the time to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
15. Conditions of suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 11). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
16. Special requests and medical conditions/disabilities/reduced mobility
If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.
If you or any member of your party has any medical condition, disability or reduced mobility concerns which may affect your holiday or has any special requirements as a result of any medical condition, disability or reduced mobility concerns (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, discuss your requirements, and/or assist 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, disability or your mobility occurs. You must also promptly advise us if any medical condition, disability or reduction in your mobility which may affect your holiday develops after your booking has been confirmed.
Note that some travel providers, have a strict policy in respect to allowing pregnant women to travel once she has entered a specific stage of pregnancy. You must inform us if you, or any member of your party is pregnant or becomes pregnant prior to travel.
17. Travel information
Please note that we can provide general information about the passport and visa requirements for your trip, but 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. Any information supplied by us on these or related matters (such as climate, when to travel, clothing, baggage, personal items etc.) is given as general guidance and in good faith but we do not accept liability for any decisions made on the basis of the information supplied.
The passport, visa and health requirements at the time of booking can be viewed on the Foreign and Commonwealth Office website (www.gov.uk/foreign-travel-advice). It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any other immigration requirements, before you travel. A full British passport presently takes approximately 2 to 6 weeks to obtain. If you or any member of your party is 16 or over and haven't yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. If you or any member of your party is not a British Citizen or holds a non-British Passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) you are travelling to or through. Neither we, nor the suppliers, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. It may be necessary to reconfirm your flight with the airline prior to departure.
Details regarding recommended vaccinations and health precautions are also available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org. Information on health is contained in the Department of Health leaflet T7 (Health Advice for Travellers) available from the Department of Health by telephone on 0870 1555455 or via its website www.dh.gov.uk and from most Post Offices.
For holidays in the EU / EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from the Department of Health (see leaflet T7 and the website www.dh.gov.uk). Health requirements and recommendations may change and you must check the up to date position in good time before departure If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
18. Financial security
We provide full financial protection for our flight-inclusive package holidays and ATOL protected flight only sales by way of our Air Travel Organiser's Licence number 2987 issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone +44 (0)333 103 6350, email email@example.com.
When you buy an ATOL protected flight or flight inclusive package holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
When you buy a package holiday that does not include a flight, protection is provided by way of a bond held by ABTA – The Travel Association, 30 Park Street, London SE1 9EQ, www.abta.co.uk.
19. Prices and Website Accuracy
Please note, the information and prices shown on our websites may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the websites and prices, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.
In the event of any flight delay or cancellation at your UK or overseas point of departure, the airline is responsible for providing such assistance as is legally required by the Denied Boarding Regulations (see below). The ferry, tunnel or rail operator is similarly responsible in relation to any delayed or cancelled sea crossing or international rail departure. Except where otherwise stated on our website, we regret we cannot provide any assistance in such circumstances other than information and advice to the extent we are in a position to do so. We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure. Any airline concerned may however provide refreshments etc. We cannot accept liability for any delay which is due to any of the reasons set out in clause 11 of these Booking Conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time). In addition, we will not be liable for any delay unless it has a significant effect on your holiday arrangements.
If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 - the Denied Boarding Regulations 2004. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel 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 have no liability to make any payment to you in relation to the Denied Boarding Regulations or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules you may complain to the Civil Aviation Authority on 020 7453 6888 or by e-mail to firstname.lastname@example.org or see www.caa.co.uk – Referring Your Complaint to the CAA.
21. Safety standards
Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.
In accordance with EU Directive (EC) No 2111/2005, we are required to bring to your attention the existence of a "Community list" which contains details of air carriers who are subject to an operating ban within the EU. The Community list is available for inspection at https://ec.europa.eu/transport/modes/air/safety/air-ban/search_en. We are required to advise you of the actual carrier(s) (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible.
If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of clause 8 "Changes and cancellation by us" will apply. We are not always in a position at the time of booking to confirm the flight timings which will be used in connection with your flight. The flight timings shown on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.
The flight timings given on booking are for general guidance only and are subject to change. Specific instructions relating to departure and travel arrangements will be sent with your air or other travel tickets approximately 2 weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched - we will contact you as soon as possible if this occurs. 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.
23. Brexit and your booking
On 29 March 2017, the United Kingdom submitted notification of its intention to withdraw from the European Union pursuant to Article 50 of the Treaty on European Union ("Brexit"). There is great uncertainty about how this will affect the UK's future relationship with the EU. In particular, Brexit may have a substantial adverse impact on our or our suppliers' ability to perform your booking ("Brexit Event"). For instance, it may be that the airline operating the flight element of your booking will not be able to operate the flight because of the loss or restriction of air traffic or transit rights or the right of the airline to enter any airspace. Or, it may be that one or more of our tour operators will no longer be able to travel to a particular region within the European Union.
For our customers who have yet to depart, our obligations to you under your booking are conditional upon there not being a Brexit Event. If, in our reasonable opinion, a Brexit Event has occurred, we will inform you as soon as possible in writing, upon which we will both be relieved of any further obligations in relation to the booking. If this happens, we will return to you any payments you have made in respect of your booking, which shall be the full extent of our obligations to you. We will not compensate you for a Brexit Event.
For our customers who have already departed, clause 11 of these Booking Conditions shall apply to any Brexit Events concerning your booking.
24. Contact details
165 The Broadway
To amend or cancel your booking, email: email@example.com
For problems during your holiday, email: firstname.lastname@example.org or call (+44) (0)20 8544 6402 during opening hours or emergency numbers supplied on documentation outside these times.
Any concerns once returned, email: email@example.com