In the following information “us” “we” and “our” means Calls-on-Line Limited (“COL”) “you” and “your” means you and all members of your party (including anyone who is added or substituted at a later date.)

Please note that COL provides accommodation and transport from a wide range of accommodation providers and carriers.  Such travel arrangements will be subject to the terms and conditions of each supplier as part of your Booking Terms and Conditions with us (either as agent for the supplier or as part of our holiday package).  The relevant terms and conditions can be found on the appropriate suppliers websites, if not you may contact us for the same.

YOUR CONTRACT

These Booking Terms and Conditions constitute the entire agreement and understanding between you and COL. By proceeding with a booking, you acknowledge that you have read and understood all of the Booking Terms and Conditions and agree to be bound by them.

When a booking is made the “lead name” on the booking guarantees that he/she has the authority to accept these terms and conditions on behalf of the other passengers in the party. Your contract is with The Global Travel Group Plc.  When all appropriate payments and, where required, a signed booking form have been received from you, your holiday will, (subject to availability) be confirmed by the issue of a confirmation invoice.  When we have issued the confirmation invoice a contract will exist.  Please check this invoice carefully as soon as you receive it. Contact your originating booking office immediately in the event of a discrepancy.  If you wish to change your holiday at a later date you may incur additional fees.  The contract is governed by English Law and the jurisdiction of the English Courts.  You may choose the jurisdiction of Scotland or Northern Ireland if this is where you live.   

All brochure descriptions are made in good faith.  Every care is made to ensure accuracy, however advertised information and prices may have changed by the time you come to book your holiday.  You must therefore ensure you check ALL details of your chosen holiday (including the price) with us at the time of booking.  

ONLINE HOLIDAY BOOKING

By clicking to book a holiday / hotel or flight and entering your personal and payment details on our website, you are making us an offer to purchase the product.  At this point we contact the tour operator/hotel supplier for whom we are acting as a travel agent.  Each tour operator / supplier will still require a short period of time to check to see if your chosen holiday / hotel is still available.  Although the email confirmation sent to you is NOT contractual acceptance of our ability to provide this product, it is an acknowledgement that we have received your offer, and should the product be available as detailed on our website you have entered into a legally binding agreement to purchase this product.

Once we have received confirmation from the tour operator / hotel supplier, we will contact you via email and/or telephone to let you know that the holiday has been booked.  The contract is formed when we have received your booking reference number from the tour operator / hotel supplier.  Please note that once your booking has been confirmed to us, you can only cancel the holiday in accordance with the relevant tour operators' terms and conditions which may impose cancellation charges.  Equally you may also be subject to our cancellation charges to cover our administration costs. Unless otherwise stated, transfers are excluded from online bookings.

Customers should also note that each booking is treated separately on our online holiday booking system. If larger groups want to be sure of sufficient availability for any flights / hotels they should call our call centre. If two parts of the same group make two separate holiday bookings and the holiday availability expires between the two bookings we regret therefore that we are unable to cancel the first booked holiday without applying cancellation charges as levied upon us by the tour operators.

CHOOSING YOUR HOLIDAY

It is extremely important that you choose the holiday that is right for you.   Our staff are always happy to advise but this can only be an opinion. If you are unsure about the suitability of a holiday you must seek supplementary information which can be obtained from sources such as libraries, tourist offices and the internet.

ACCOMMODATION/RESORT DESCRIPTION

We categorise all accommodation to give a general guide.  Please note standards can vary between accommodation of the same class in different countries and even in the same country. For example city accommodation may generally have higher standards than beach resort accommodation. It is important to read carefully the individual accommodation descriptions. A comparison of cost may also give some idea of how accommodation in the same resort/country is likely to compare in terms of general standards. Accommodation, whatever the rating, is based on a twin or double standard room, unless otherwise stated. 

INFORMATION ACCURACY

Due to the ongoing development of some resorts/hotels, subsequent changes can happen resulting in facilities being unavailable and/or building work being started.  Tours or excursions may change as a result of local conditions. These are beyond our control but we endeavour to provide you with up-to-date information.  Please note we may be notified AFTER changes have occurred.  Flight times and carriers are given for guidance only as there may be changes. Final details will be shown on your tickets.

AREAS SURROUNDING ACCOMMODATION

Please note that areas surrounding the accommodation including for example the sea, beach, roads and landscape do NOT form part of the holiday description and have NOT been inspected.  You are responsible for taking responsibility for the safety of yourself and members of your party.

SINGLE/TWIN OR DOUBLE ROOMS

It is an unfair fact of life that single travellers often have to pay over the odds for a room.  We have negotiated some super deals and are delighted to offer you some of the widest choice of single saver offers in the market today. However please note that the standard and location of these single rooms is not always as good as that of twin/double rooms even when you pay the single supplement.

TRIPLE/QUAD ROOMS

A third or fourth person sharing a room either occupies existing beds or has an extra bed (which may be of camp bed style or a sofa bed) placed in a double/twin room. As conditions may be cramped you may wish to consider booking additional rooms.

BOOKING A ROOM FOR EARLY ARRIVAL OR LATE DEPARTURE Generally, your accommodation will be available from 2pm on the date of arrival, and is to be vacated between 10am and noon on the date of departure, irrespective of your arrival or departure times. Should you wish your room to be available outside of these times it may be possible to reserve the room at the time booking.  This is subject to availability and could incur additional costs which are normally paid locally. Should we not be able to accommodate your request, you may also ask at reception (if applicable) on your date of arrival or at any time during your stay.

ROOM UPGRADE/HONEYMOON/ANNIVERSARY OFFERS

When the offer of a room upgrade is mentioned, it is usually an upgrade to the next category of room (not suite) available within the establishment. We will of course do everything possible to arrange this, but it is not always possible to guarantee the provision of, for example, a double bed for honeymoon couples. In order to qualify for any offers your stay and/or holiday must be started and completed within the date band as specified.

PASSPORTS/VISAS

British citizens will need a full 10 year passport to travel to the destinations we feature and are generally required to have 6 months remaining on it after the date of return.  Please note all children are now required to have their own passports.  Some destinations also require visas.  We recommend you seek advice from the Foreign Office regarding your holiday destination prior to booking your holiday.  If you or any member of your party does not hold a British/EU passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. We regret we cannot accept any liability if you or any member of your party are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, costs, surcharges or other financial penalty being imposed on or incurred by us or we incur any expense as a result, you will be responsible for reimbursing us accordingly.

HEALTH

You should take up-to-date health advice about the health precautions you will need to take prior to departure.  Information on health is contained in the Department of Health’s leaflet (Health Advice for Travellers) which can be obtained by telephoning 0800 555 777.  Further information can be obtained by visiting www.hpa.org.uk OR www.fco.gov.uk .  Standards of hygiene and safety in other countries may differ from those in the UK so please take care, particularly with your choice of food or drink.

CHILDREN ON HOLIDAY

Discounts are available for children and offers are subject to availability of triple or quad rooms.  Please note infants under the age of 2 years on the date of return flight may pay a fee when travelling in economy class (other classes of air travel are available on request), please ask at the time of booking.  This fee is for an infant sitting on an adults lap.  There is no entitlement to a separate seat on the aircraft for an infant if the flight is full. International airline regulations allow only one infant per adult. Any charge for a baby cot in the room and supplementary board basis are mostly paid by the guest direct to the establishment.  Some destinations, owing to their lack of special child or medical facilities may not be suitable for very young children but we will be happy to advise which accommodation or resorts we think are most suited to your requirements. Should any child qualify for a “Free Child Place” (where applicable) it should be noted that the same are normally required to share the same room as their parents. On some occasions, the child may also be required to share the same bed.

HOLIDAY SEASONS

Most of the destinations we feature/advertise are available all year round. However in low season it may be necessary for establishments to scale down or even withdraw some of their facilities.  During peak periods, establishments often experience full occupancy which may result in a livelier atmosphere and slower service.

PUBLIC HOLIDAYS

Religious festivals, public holidays and local events may affect the provision of facilities and entertainment. We suggest that you take this into consideration when selecting your departure date. We will be happy to advise you at the time of booking.  For additional information, please consult local libraries, tourist offices and/or the internet.

OTHER GUESTS

Many establishments, especially in cities and major beach resorts, accommodate conventions and conferences.  Also, at certain times of the year, some destinations have an influx of groups such as students, associations or clubs. The accommodation we feature is often shared with guests from many other countries with different cultures and customs and we have no control over the acceptance of bookings at the accommodation we feature other than our own. We are, therefore, unable to accept responsibility for any limitation of facilities due to such groups or inconvenience that their activities may cause you.

MEALS

Meals if included are based on table d’hote menus or a meal voucher system unless specified otherwise. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast (on half board) or lunch (on full board) on the day of departure.  No refunds on meals “not taken” can be given. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d’hote menu and cannot be guaranteed. Please note, if you book accommodation on an “all-inclusive” basis, accommodations differ in their “all-inclusive” offerings and this will be detailed to you at the time of booking. Assumptions should not be made that accommodations booked on this basis will include for example “branded” spirits i.e. they may offer local alternatives.

UNUSED SERVICES

Please note that we can NOT offer refunds for those services, including meals, you choose not to use during your holiday.  Any changes that you may make when on holiday will incur additional charges.

FLIGHTS:

There are varying types of flights that we may book as part of your package i.e. Charter, No Frills, Full Published, Inclusive Tour and Consolidated flights. Any flight element of your holiday is provided by an independent supplier or airline. Each supplier/airline have their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier/airlines liability to you, usually in accordance with applicable International Conventions (see “Our Responsibilities”). Copies of the relevant parts of these terms and conditions are available on request from us or the supplier/airline concerned.

Please note: the carrier reserves the right to refuse carriage to any person who has acquired a ticket in violation of applicable law or carriers’ tariffs, rules or regulations. Right of refusal may now be granted to airlines under new and stringent anti-terrorism laws.

WE WOULD LIKE TO DRAW YOUR ATTENTION TO THE FOLLOWING:

CHARTER FLIGHT:

A charter flight is invariably where an ATOL licensed Tour Operator such as AVRO, Unijet, Freedom Flights or Thomas Cook etc has “chartered” their own aircraft.  Charter flights are most common to “beach /sunshine” destinations, however they should not be confused with “No Frills Airlines” who may fly to the same destination.

Charter Flight Conditions:

Full terms and conditions relating to individual charter airlines may be found in the relevant charter airline brochures or available on request from us or the supplier concerned. By booking with us, you are agreeing to these terms and conditions.

NO FRILLS FLIGHT:

A “No Frills” flight may be one of the following Airlines: Easyjet, BMI Baby, Flybe, Jet2 and Ryanair.  “No Frills” Airlines are most common to “city and beach/sunshine” destinations where the flight time is normally less than 3 hours.

No Frills Flight Conditions

It should be noted, that “No Frills” airlines operate independently of each other and are normally quite inflexible. Furthermore, they will invariably charge more for amendments once the booking has been made and levy “severe” cancellation charges. By allowing or asking us to book a “No Frills” flight on your behalf, we regret and you accept that we are unable to take any responsibility for flights changes, or cancellation made to any part of your reservation by the “No Frills” airline. For the avoidance of doubt, when we book a “No Frills” flight on your behalf, you are agreeing to the “No Frills” airline booking conditions. We will, of course, endeavour to change / amend all other components of your package without charge through co-operation with our suppliers in the event of a cancellation or change by the “No Frills” airline, however, cannot guarantee this will be the case. We are, therefore, obliged to inform you that compared to charter airlines, your reservation carries financial risk. We would also like to refer you to “Changes or Additions to Your Holiday” -

FULL PUBLISHED/CONSOLIDATED/INCLUSIVE TOUR FLIGHTS

A “Full Published/Consolidated or inclusive tour” flight is normally identified as a flight operated by a “National Carrier” such as British Airways, KLM, Air New Zealand, Cathay Pacific etc.. “Full/Published/Consolidated” flights are most common to major city destinations throughout the world.

Full Published/Consolidated & Inclusive Tour Flight Conditions

When we book a “Full Published/Consolidated” flight your behalf, it should be noted Full Published/Consolidated airlines normally levy “severe” cancellation/amendment charges dependent on the type of ticket booked. We would also like to refer you to “Changes or Additions to Your Holiday”

UPGRADING YOUR FLIGHT & FLIGHT SEAT REQUESTS

Unless you have pre-booked your seats (where this facility is available), it may not be possible to obtain seats together. Please bear in mind that even when you do pre-book seats, in most cases we will not be able to confirm the actual seat numbers or position on the aircraft. Where possible, we will offer you a further range of upgrade options designed to give you a more comfortable journey at a reasonable supplement.

DIRECT FLIGHTS

The flight routings used in connection with our holidays may be based on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft on route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for re-fuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary.  Please check with your Travel Agent and/or our Sales staff at the time of booking.

FLIGHT CHANGES

Unfortunately, airlines may occasionally change the type of aircraft on a particular flight without advance warning. Flight timings and days of operation are subject to change and we will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. 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. We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight included in your holiday. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our normal charges. We cannot be held responsible for airline rescheduling/ re-routing flights via other airport/destinations following your confirmation of booking. Unfortunately, Airlines who re-route flights are not obligated to make a refund or reduction of any kind should a change to your original itinerary take place.

FLIGHT DELAYS

In the event of a flight being delayed we will normally arrange for the following to be provided, whenever reasonably practical, and subject to the airport being able to cater for this: - over 4 hours, an appropriate meal, and for delays of at least 8 hours extending beyond midnight, overnight accommodation will be provided whenever reasonably possible. However, this will depend on such factors as the type of flights you have booked (please see FLIGHTS section above) expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays will result in lost holiday time, no refunds are given by accommodation owners for unused accommodation, as rooms are held for delayed arrivals, not re-let. Similarly airlines do not offer compensation for flight delays. It is in recognition of the above that your holiday travel insurance policy normally offers monetary compensation for flight delays.

SMOKING ON FLIGHTS

The majority of airlines have introduced a total no smoking ban on most or all of their flights. Please ask at the time of booking if this information is important to you.

SPECIAL REQUESTS

Where special requests i.e. dietary requests, room location, twin or double bedded room, a particular facility at an accommodation, flight seat requests and/or particular meals etc. are an important factor in the choice of a holiday, you must advise us when the booking is made. We are happy to pass your request on to the relevant supplier but cannot guarantee that it will be met. We will pass on any dietary requests to airlines but we recommend that you check directly with the airline once your tickets have been issued. 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 fulfillment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

TRANSFER VOUCHERS

Please note, where applicable, transfer vouchers will be issued prior to your departure and it is essential that you are able to produce this document to those requiring proof at time of transfer/s.

IF YOU ARE DISABLED

We are not a specialist in offering holidays for disabled customers however we are happy to give you advice and will try to cater for your needs.  In order to assist, we must at the time of booking be provided with full details in writing regarding your disability and any special requirements as a result of this. Where applicable, an appropriate medical form will be sent to you for this purpose and once returned will be passed onto your airline and/or accommodation supplier.

OUR STAFF

We pride ourselves on the quality and friendly professionalism of our staff.  We are committed to continually try and improve our level of service, which may sometimes involve the recording of telephone calls.

YOUR COMMITMENT TO US

When you or your Travel Agent wish to confirm a holiday booking you must, if requested, sign a booking form and pay the required deposit which will be advised to you at that time. If you book within 10 weeks of departure please note that the full balance is payable at the time of booking. By making a booking you are confirming that you understand and have accepted our Terms and Conditions which are the basis of the contract between us.

PRICES

We reserve the right to make changes to and correct errors in advertised prices at any time before your holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking. The prices we advertise may be based on specially negotiated/charter/no frills/published/consolidated airfares which quite often have to be booked in a specific airline booking class. At the time of booking, if there is a lack of availability in the specified class on any particular flight, we will endeavour to secure seats for you in an alternative economy class and the applicable flight supplement will be advised to you at that time. Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, if transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increase or decrease or our costs increase or decrease as a result of any adverse or favourable changes in the exchange rates which have been used to calculate the cost of your holiday. Even in the above cases, only if the amount of the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges), will we levy a surcharge. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges) or alternatively purchase another holiday from us as referred to under “Changes and Cancellation by us”. If a surcharge is payable, there will in addition be an administration fee of £1 per person together with an amount to cover agents’ commission. Although insurance (where purchased through us) does not form part of your contract with us or of any “package”, we will consider an appropriate refund of any insurance premiums you have paid us if you can show you are unable to use/reuse or transfer your policy in the event of cancellation or purchase of an alternative holiday. You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out under “Changes and Cancellation by us” below. If you do not tell us that you wish to choose either of these options within this period of time, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later. 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. We promise not to levy a surcharge within 30 days of departure. You must make payment for any Hotel extras (such as incidental charges, meals, meal supplements, mini-bar, dry cleaning and laundry) prior to your departure from the hotel.  Rates differ according to season. All rates are quoted in Great Britain Pounds unless otherwise stated. Any subsequent change to the basis of your reservation shall be due in Great Britain Pounds unless other wise stated.  All travellers are responsible for paying their hotel, airline, tours, car rentals and cruises, custom fees, gratuities, and hospitality fees associated with their itineraries.

PEAK SEASON SUPPLEMENTS

During peak periods such as Christmas and Easter, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services will be provided. The cost of these supplements will be quoted to you at the time of booking.

OUR RESPONSIBILITIES

(1) We promise to make sure that the holiday arrangements forming our contract with you will be provided with reasonable skill and care.   Subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in providing your contracted holiday arrangements.  Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or omit to do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: - - the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or - the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or - “circumstances beyond our control” as defined below.

(3) Please note we cannot accept responsibility for any services which do not form part of our contract. This includes but is not limited to any additional services or facilities which your hotel or any other supplier agrees to provide for you or excursion you purchase in resort. In addition, regardless of any wording used by us in any advertising, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

(4) 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.

(5) As set out in these booking conditions we limit the maximum amount we may have to pay you for any claims you may make against us. Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £50 per person affected, as you are assumed to have taken out adequate and appropriate travel insurance. For all other claims which do not involve death or personal injury, if we are found liable to you on any basis, the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under sub clause (6) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

(6) In respect of international travel, by air, sea and rail, our liability will be limited as if we were carriers under the following Conventions: The Warsaw Convention and the Montreal Convention (international travel by air); The Berne/Cotif Conventions (rail travel); The Athens Convention (international travel by sea) and/or The Paris Convention (accommodation arrangements). 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. Copies of the applicable Conventions are available from us on request.

(7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, if it was not foreseeable  that you would suffer such loss/incur such expense 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 losses or expenses which relate to any business.

(8)Should you become ill while on your holiday, you must, in addition to reporting your illness to the accommodation provider or other supplier, consult a local doctor and also consult your GP upon your return to the UK. If this results in a claim against us, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both doctors.

(9) 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 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 co-operate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

SECURITY, HEALTH AND SAFETY

We take the safety and security of our customers seriously.  If the Foreign Office advises that people should not visit a particular country we will tell you and try to arrange an alternative holiday for you. You may wish to check information issued about your holiday destination.  This information can be found on BBC2 Ceefax, on the internet at www.fco.gov.uk, OR BY CALLING 0845 850 2829.   Standards of hygiene and safety in other countries may differ from those in the UK so please take care, particularly with your choice of food or drink. The suppliers we use are required to meet local health and safety standards and wherever possible we work with our suppliers to raise standards. However you must take all reasonable precautions to protect yourself while on holiday. In particular note all fire procedures (alarm systems may not always be present), the design of swimming pools (lifeguards are unlikely to be present) the height of balconies (which may be lower than expected) and patio & glass doors (toughened glass & warning stickers may not be present).  We recommend that strict supervision is given AT ALL times to infants, children and teenagers.  Where our agents/representatives recommend or use establishments as part of their resort services to you, please note their use of such establishments is operated in good faith and based upon their own views and experiences and therefore contain elements of subjective opinion.  These may NOT have been checked out by us.    Crimes against people and property are a fact of life throughout the world and it is advisable that you are extra vigilant and take extra precautions.  Travellers have the same responsibility for your own personal safety as you do at home.

PAYING FOR YOUR HOLIDAY

After your booking is accepted and where applicable a deposit received, a balance invoice will be sent to you detailing the total cost due. Full payment is due not less than 10 weeks prior to departure. If you do not make all payments in full and on time, we reserve the right to cancel your booking and cancellation charges will apply. If you make a booking within 10 weeks of your departure date, you must pay the full cost of the holiday at the time of booking. All monies paid to an authorised agent for your holiday with us will be held on our behalf until they are paid to us or refunded to you.

CHANGES OR ADDITIONS TO YOUR HOLIDAY

If you wish to change any part of your holiday arrangements after the invoice has been issued, we will do our utmost to make that change, however, we would like to advise you that it may not always be possible. Any request for changes must be made in writing by the “lead passenger” or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge which will be notified to you at that time together with any costs or charges incurred or imposed by any of our suppliers. You should be aware that there may be extra charges applicable dependent on the change you make. Full Published/Consolidated and No Frills airlines normally regard name changes after tickets have been issued as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. We would like to draw your attention to the above flight conditions as these conditions vary from other components of your holiday. Please note it may not be possible to make changes within 28 days of your scheduled departure date.

TRANSFERRAL OF BOOKINGS

If you are unable to travel, in certain circumstances which we consider reasonable we may allow you to transfer your booking to another party. 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 /administration fee which will be notified to you at the time must be paid before the transfer can be affected.

IF YOU WISH TO CANCEL YOUR HOLIDAY

If you or anyone on your holiday booking decides to cancel any part or all of your holiday, we must be notified of this decision in writing (not email) by the “lead passenger”. The cancellation will take effect from the day the written confirmation is received.  Please note that if you cancel after the receipt of your travel documents, no refund will be given unless unused tickets are returned to The Global Travel Group Plc. The following scale of charges will apply depending on when the notification of cancellation is received and which component of your holiday you are cancelling.  You should be aware that Hotels may apply higher cancellation charges if a special event is taking place at that time and this will be advised to you at the time of booking.  

For cancellation of:

a)Charter /No Frills/ Full Published/Consolidated/inclusive tour

Flight Element– The airlines cancellation charges (in accordance with their own conditions) will apply. Details of these are available on request. Please also note the conditions listed above under “FLIGHTS”

If you have taken advantage of a special airline fare and paid a higher non-refundable deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge referred to above.

b) Accommodation & Other Elements

Prior to 70 days: Deposit forfeited

69 – 42: 30% of total cost of accommodation /elements cancelled

41 – 34: 70% of total cost of accommodation /elements cancelled

33 - 7: 90% of total cost of accommodation / elements cancelled

Less than 7 days: 100% of total cost of accommodation / elements cancelled

Please note: Suppliers cancellations charges may be more than the deposit we have asked you to pay.  In these circumstances we reserve the right to pass on any additional fees to you.

Please note:  The reason for your cancellation may be covered by your insurance policy.  Please contact your insurance provider to clarify.

CHANGES AND CANCELLATION BY US

We start planning the holidays we offer many months in advance. Occasionally, we have to make changes and sometimes we may even have to cancel confirmed bookings.  We reserve the right to do so at any time and we shall inform you of any changes at the earliest possible time.  Most changes are minor but occasionally, it may be a “significant change”.  A significant change is a change made before departure which include; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away; or a change of accommodation area for the whole or a major part of the time you are away; or an alteration to your scheduled time of departure or return of more than 12 hours. Please note, where your booking includes a “no frills flight”, changes imposed by the airline (for example, change of departure or return time or UK or overseas airport) and the consequent effect on your holiday will not generally be treated as “significant changes” in accordance with this clause as your booking with us is made on the basis that you accept the airline’s right to make such changes without liability on our part – See No Frills Flight above.

If there is time to do so before departure, we will offer you the choice of the following options:-

(a) (for significant changes) accepting the revised arrangements

(b) purchase an alternative holiday from us, of a similar standard to that originally booked if available. Where possible, we will offer you at least one alternative holiday of reasonably equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other available holidays. You must pay any additional price if you choose this option.

(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

In these circumstances, if you wish to accept the reasonable alternative or cancel your holiday, you must inform us within the specified time, or if the time is not specified, within 7 days.  If you do not do so, we reserve the right to assume that you wish to accept the reasonable alternative.  If we have to make a significant change or cancel, we will (as a minimum where compensation is due), pay you the compensation payments set out in the table below depending on the circumstances and when the significant change or cancellation is notified to you subject to the following exceptions.

No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or if the change made is a minor one.

Period before departure Compensation per person a significant change or cancellation is notified to you;

More than 56 days:  nil

56-29 days: £10

28-14 days: £15

less than 14 days £20

Very rarely, we may be forced by "circumstances beyond our control" (see below) 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.

Please note the above options are not available where any change made is a minor one.  

CIRCUMSTANCES BEYOND OUR CONTROL

We will not be liable to you and compensation will not be payable if we are forced to cancel, delay or in any way change your holiday as a result of unusual and/or unforeseeable circumstances which are beyond our control or the control of our suppliers, the consequence of which could not be avoided even if all due care had been taken. Such circumstances are likely to include (but not limited to) technical problems with transport, changes imposed by rescheduling or cancellation of flights by an airline or main charterer, the alteration of the airline or aircraft type, war or threat of war, civil strife, political unrest, government action, industrial disputes, natural disaster, bad weather, actual or threatened terrorist activity.

US GOVERNMENT LEGISLATION

(Advanced Passenger Information Scheme) If you are travelling to or transiting (over 8 hours) through the US, Government legislation (Advanced Passenger Information Scheme) requires them to provide the following information at check-in: • Address while in the USA (including post code)

• First Name (as on passport)

• Surname (as on passport)

• Gender

• Date of Birth

• Nationality

• Passport Number and Alien Resident Card (Green Card) if applicable

• Country of issues of Passport and Alien Resident Card (Green Card) if applicable

Clients who are backpacking or on a fly-drive holiday must also provide details of their intended destination. Those connecting to flights outside the US, or boarding cruise ships, are also required to supply details of their plans. We recommend that you check in earlier than usual, to allow for processing of information by the airlines.

BUILDING AND DEVELOPMENT WORK

Many accommodations and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay and we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

WATER/ELECTRICAL SUPPLIES

In many of the less sophisticated destinations we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Establishments do everything possible to maintain full services. However, occasional power cuts and/or water restrictions may be experienced.

ACCOMMODATION

In many establishments, especially beach resorts ‘insects’ in the rooms (i.e. cockroaches etc) are almost inevitable. It should by no means be taken as a sign of dirtiness, simply as a fact of life in these destinations. Furthermore, views from some accommodation may be partly obscured by palm trees and other vegetation that can grow very quickly in tropical climates.

WATERSPORTS AND OTHER ACTIVITIES

Many establishments offer water sports and other sporting activities, in some cases these may be free of charge. Please note that in the interests of your personal safety, the operators of these activities may require that you demonstrate your competence (for example a swimming test) prior to commencement and reserve the right to refuse participation for any reason if they feel this may compromise your or another guests safety. You should also ensure that you are adequately insured prior to venturing into such activities. We do not recommend the use of mopeds/motorcycles and cannot be held responsible for your safety.

HOLIDAY INSURANCE

You MUST take out fully comprehensive travel insurance.  It will normally cover you in the event of cancellation against loss of deposit or cancellation fees and for medical costs in the event of your becoming ill or having an accident whilst on holiday. There are some restrictions on insurance, for example pre-existing medical conditions and you should advise the insurance provider of these at the time the policy is taken out.  It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

BEHAVIOUR

Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, accommodation owner/manager, tour leader or any other person in authority, your behaviour is causing or is likely to cause danger or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. In these circumstances, no refund, compensation or any costs or expenses you may incur as a result of us terminating your booking will be paid. If your actions or those of any member of your party cause damage to the accommodation in which you are staying, you agree to fully indemnify us against any claim (including legal costs) made by the accommodation owner. Finally, you are also liable to make a reimbursement to the accommodation provider for any damage caused, before you end your stay.
BOOKING IF YOU ARE UNDER 18

It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case.  At our discretion, we may accept a booking from someone who is 16 or 17 and not accompanied by an adult providing we have written confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will apply. Please note if booking into a Las Vegas hotel you must be 21 years of age.

LOST ITEMS

If you lose any personal items whilst on holiday, please obtain a written report from the local representative (where applicable), or police, to help with any insurance claim on your return.

IF YOU HAVE A COMPLAINT WHILE YOU ARE ON HOLIDAY

If you have cause for complaint whilst on holiday, you must complete a report form whilst in resort and bring the complaint to the attention of the local representative or agent (if there is one) who will endeavour to rectify the situation. If there is no local representative or agent, you must contact us on the emergency number below.  It is strongly advised that you also communicate the complaint to the supplier of the services in question.  Please note that it is unreasonable not to take action whilst on holiday, to then write a letter of complaint upon return.  If your complaint was not rectified in resort, the lead passenger must write to the agent who made the booking within 28 days of your return from holiday giving your booking reference and concise details of your complaint.   If you fail to follow the above procedure we will have been deprived of the opportunity to investigate and rectify your complaint in resort.  This may affect your right to compensation under this contract. 

CONTACT NUMBER

For after sales service we can be contacted between the hours of 9.00am – 5.30pm, Monday to Friday

24 HOUR EMERGENCY NUMBER

Our 24 hour EMERGENCY duty office number is 0044 7919887614

FINANCIAL PROTECTION

We are a fully bonded ATOL holder, ATOL number 3973.  For further information, visit www.atol.org.uk.