We, “us,” and “our” refer to Pinoy Tourism LTD UK, trading as Schengen Visa Assistance UK with registered office address at 1st floor, office no. 168 Earls court Road, London SW5 9QQ. These Booking Conditions, as well as our privacy policy, any other written information we brought to your attention before we confirmed your booking, and where your holiday is booked via our website, our website terms and conditions of use, apply to your booking.
Before making any reservations, please carefully read these booking conditions. In these booking conditions, references to “you” and “your” refer to all parties listed on the reservation, including any that are later added or substituted.
By making a booking, you agree on behalf of all persons detailed on the booking that he/she:
Packages we organize: When we combine and sell you two or more different travel services for the same trip or vacation, such as a flight and hotel or hotel and car rental, your contract(s) will be with the supplier(s) or principal(s) for whom we act as agent, but we will accept responsibility for performance of those contracts as a package organizer in accordance with the Package Travel and Linked Conditions of Carriage. When you book a package that we put together, Section B outlines the terms and conditions that will also apply in addition to Section A For more information on what makes up a package and how your package will be financially secured, see Clause 2 below and Section B, Clause 5.
Note: If, after choosing and paying for one travel service, you decide to book additional travel services through our company for your trip or vacation, you will NOT be eligible for the rights granted by the Package Travel Regulations to travelers who purchase packages, and we will not be held liable for the fulfillment of individual travel services.
Third-party-organized packages: Be aware that occasionally we offer for sale a package that has been arranged by a tour operator or principal acting on their behalf. The tour operator/principal is then in charge of your package and your financial security, and we just serve as an agent. All such reservations are subject to Section A. If a flight is part of the tour operator’s or principal’s package, it will be covered by their ATOL, and the name and ATOL number of the ATOL holder will be specified in your booking confirmation.
Customer Services, Schengen Visa Assistance, 337 Forest Road, London, United Kingdom, or send an email to info@schengenvisaassistance.co.uk for all inquiries regarding customer service or your reservation.
We will make arrangements for you to sign a contract with each of the third-party suppliers of your travel arrangements (such as tour operator, airline, cruise operator, accommodation provider, car hire provider, and transfer provider) as stated on your booking confirmation when you make your reservation. The moment we send you the booking confirmation, you and we are entering into a contract.
You’ll be bound by these terms and conditions as well as those of the third-party suppliers, who have their own terms and conditions that govern the services they offer, and which are also subject to these Booking Conditions. If there is a disagreement between a supplier’s terms and conditions and these booking conditions, the supplier’s terms and conditions will prevail, unless they are ruled invalid or unenforceable by English law, in which case the relevant terms and conditions in our booking conditions will take precedence. Because they’ll relate to your relationship with us, certain of our suppliers’ terms may limit or exclude their obligation to you, which may in turn restrict or exclude our liability to you.
International treaties frequently apply to the terms and conditions of suppliers, limiting both their and our obligation. On request, copies of any applicable international treaties and the relevant supplier’s terms and conditions are accessible.
Unless we are the organizer of your package holiday under the Package Travel Regulations, in which case we will accept responsibility for those travel services in accordance with Section B of these Booking Conditions, we accept no liability as an agent for the actions or inactions of the suppliers or for the travel services provided by them.
If we combine and sell to you two or more of the travel services listed below for the same trip or vacation, this will constitute a “Package,” and we will be liable for it as a “organizer” under the Package Travel Regulations as long as those travel services are: bought together from a single visit to our website and chosen by you before you agree to pay; advertised, sold, or charged by us at an inclusive or total price; or advertised, sold, or charged by us at a discounted rate. Section B of these Booking Conditions is a list of our obligations as the organizer.
Note: Where we are the organizer under the Package Travel Regulations, we will still act as agent in relation to the travel services and you will have contracts with each of the suppliers of those travel services.
The travel services, two or more of which can constitute a Package, are:
Other tourist services: Take note that under the Package Travel Regulations, if you have made a reservation that includes lodging, transportation, or car rental along with one or more “other tourist services” as described in (d) above, this will only be considered a Package if the tourist services account for 25% or more of the total value of the services, are promoted as, or otherwise serve as, a crucial component of the Package.
A package will not be created if additional tourist services are chosen and paid for after the transportation, lodging, or vehicle rental service has begun, or if the additional services are inextricably linked to the other components. These reservations will be considered single component reservations and will not be eligible for package travel rights.
Packages put together by a third party tour operator or principal: If we sell two or more travel services that have already been combined as a Package by a third party tour operator or principal, the tour operator or principal will be the organizer and responsible for your Package under the Package Travel Regulations.
Whether a Package has been ordered and who is accountable for your Package will be made clear in your booking confirmation. For information on our obligations and liabilities while selling a Package as an organizer, see Section B.
Bookings may be done through phone, online at www.schengenvisaassistance.co.uk, or in person at our agency’s location. All reservations are based on space being available at the time of reservation. When you make a booking request, we will confirm the availability of the travel services you have selected. However, we do not guarantee that any of the travel services we promote, including those on our website, will still be available at the time of booking.
When you make an online reservation, the order summary email that is sent to you is NOT a binding contract accepting the supplier’s ability to provide the requested travel services; rather, it is an acknowledgement that we have received your offer. If the requested travel services are in fact available as described on our website, we will then send you a booking confirmation, at which point your contract with us becomes enforceable and you are bound by the terms of the agreement to purchase the requested travel arrangements.
It is your obligation to verify that the names on the booking confirmation correspond to the travelers in your group’s passports and that the travel schedule meets your needs. Once tickets and other travel documentation are issued, changes are seldom feasible and may result in additional fees. Regarding change and cancellation costs, see Clause 6.
When you get all of your travel papers, please double-check that the information is correct—including names, dates, and times—and let us know right away if there are any mistakes or omissions. Additionally, unless otherwise noted, all provided flight tickets are non-refundable, non-changeable, and non-transferable.
Financial security: You will obtain an ATOL Certificate when you purchase an ATOL-protected flight from us. You may find information on what is financially protected, what this implies for you personally, and who to contact if something goes wrong on the list provided. When making a reservation, you will be informed if your flight is ATOL protected, and if it is, an ATOL certificate will be sent to you. For further information on ATOL protection, see Clause 8.
Seat availability and cost are at the airline’s exclusive discretion. The flight timings displayed are tentative and are subject to change in accordance with the airline’s booking policies. The majority of airlines specify that reservations are non-refundable.
Airfares: In order to secure the quoted fare, please make payment within an hour of your booking being confirmed. Airfares can rise fast after an initial quotation. You will have the option to cancel and get a full refund if you do not wish to move through with the booking if the fare has changed by the time you complete payment.
Please be aware that some flights may be indirect and use alternate airports. When booking an indirect ticket, you will be given complete information about any flight stopovers.
Luggage allowance: Depending on the route and the airline, the free baggage allowance granted to the customer varies greatly. The regular luggage allowance that the airline permits is included in our costs. Your airline’s booking terms will detail the allowance to which you are entitled. Depending on the terms and regulations of the specific airline, which you should consult, some airlines may permit the inclusion of additional luggage after the booking has been made.
Some airlines view hold luggage as an extra that may be purchased. When you book with an airline that does charge for hold luggage, the opportunity to add this extra service will be presented to you at the time of booking. It is not included or reflected in our headline rates. The regular hand baggage allowance specified in the airline’s booking restrictions, which is often between 5 and 10kgs, will apply if you decide not to bring any hold luggage on your journey. However, please verify your ticket confirmation as this information will be included. Bags can only be as big as what the particular airline allows for carry-on luggage. Refer to airline booking conditions the for further details.
Please note many countries including the UK have importing food, plant and animal products. You should ensure that you do not carry any restricted items.
Check-in: The email we provide you as confirmation of your reservation includes information on check-in processes. Some airlines will demand that you check in online; if this is needed, failing to do so can result in check-in costs at the airport that you will be responsible for paying. You are solely responsible for adhering to the airline’s check-in policies and doing so in enough of time for your journey. In the event of a no show or a delayed check-in at the airport, tickets cannot be altered or reimbursed. We advise that you get to the airport three hours before your flight to give yourself enough time for security and check-in procedures. Usually, check-in desks close 60 minutes before departure.
Changes and cancellations: The majority of airline reservations are non-refundable, and any changes or cancellations will result in fees. For more information, please refer to Clause 6 below and the booking restrictions of each particular airline. Please get in touch with us if there are any changes or cancellations because we are your booking agent (see Clause 6 below).
The cost of your trip includes all applicable taxes, as well as any other costs that were known at the time of booking. When such additional taxes, fees, charges, and expenses cannot be estimated before you make a reservation, you will be provided a breakdown of the possible additional costs.
Depending on when you make your booking in relation to the trip departure date, you will either need to pay an installment/deposit on account of the whole amount or the full balance at the time of booking in order to reserve your preferred travel arrangements. You must also pay any required booking fees as well as insurance charges.
If just a portion of the total is paid, the remaining amount must be paid in full by the due date specified in your booking confirmation, or earlier. If this is not done, the principal(s) or supplier(s) may cancel the reservation and charge cancellation costs according to their terms and conditions.
Cancellations: Booking cancellations are welcome at any time. Requests for cancellations must be made in writing to Customer Services, Schengen Visa Assistance, 337 Forest Road, London, United Kingdom, E175JR, or by email to info@schengenvisaassistance.co.uk, by the lead name on your reservation. Cancellations are not effective until we receive your written notice of cancellation from you. The principal(s) or supplier(s) may have the right to impose a cancellation fee upon receipt of your cancellation request in accordance with their terms and conditions. Depending on when the cancellation happens, the charge might be as high as 100% of the cost of the trip service. Typically, flights are not refundable beyond the date of booking. Additionally, we charge an administration fee since it takes money for us to execute your cancellation request fee per passenger as set out in Clause 21.
Amendments: Any changes to your reservation must be made in writing and sent to the following addresses: info@schengenvisaassistance.co.uk or by mail to Customer Services, Schengen Visa Assistance, 337 Forest Road, London, United Kingdom, E175JR. After your reservation is confirmed, we cannot guarantee that it can be changed; this will rely on the policies of the travel service provider(s) (s). You would be required to pay an amendment fee per passenger as outlined in Clause 21, in addition to the airline/supplier amendment costs, for any requests other than those to increase the number of people in your party/booking (if any).
Many of the proprietors or suppliers of the travel services that we sell require you to get enough travel insurance in order to protect you and your party as a condition of making a reservation with them. We highly advise you do the same. Additionally, certain locations have made purchasing travel insurance mandatory; we will let you know which locations require it. We advise that your insurance coverage at the very least protects you against the cost of your own cancellation, the cost of medical care (including repatriation in the case of an accident or sickness), the loss of luggage and money, and other charges.
With Globalshield International Limited, doing business as Holiday risk (“Holiday risk”), we may arrange travel insurance on your behalf. For further information, please visit our website (“schengenvisaassistance.co.uk”). We serve as Holidayrisk’s designated representative and are accredited and subject to Financial Conduct Authority regulation (firm Reference Number 308028). Travel Insurance Facilities Group (TIF) and Union Reiseversicherung AG cover Holidayrisk travel policies (URV). Please carefully review all insurance papers to make sure that all the facts are accurate and that you have submitted all necessary information. The validity of the insurance coverage might be impacted if this is not done.
We offer financial protection for our flight services and are a third-party agent of an ATOL holder. Our PTS is granted by the Civil Aviation Authority and is available at Gatwick Airport South in West Sussex, TH6 0YR, by phone at 0333 103 6350 and through email at claims@caa.co.uk. An ATOL Certificate will be sent to you if you purchase an ATOL-protected flight from us. You may find information on what is financially protected, what this implies for you personally, and who to contact if something goes wrong on the list provided.
You will be covered by the organizer’s ATOL when we act as an agent for the organizer to sell a flight or non-flight package, and your booking confirmation will include information about the ATOL holder, including name and number. Please refer to Section B, Clause 5, which will apply in cases where we act as the organizer and sell a flight package.
In cases where your flight is ATOL protected, we or the providers of the services you purchased will give you those services (or a suitable alternative). In rare circumstances, if we or the supplier are unable to do so due to insolvency, another ATOL holder may be able to offer you the services you have purchased or a suitable substitute (at no extra cost to you). You consent to the alternative ATOL holder performing those duties in those situations, and you consent to pay any money still owed to that alternative ATOL holder by you as per your contract. You acknowledge, however, that in some circumstances it won’t be possible to select a substitute ATOL holder, in which case you will be able to file a claim with the ATOL programmer (or your credit card issuer where applicable).
The Trustees of the Air Travel Trust may pay you (or grant you a benefit) under the ATOL system if we or the providers named on your ATOL certificate are unable to deliver the services indicated (or a suitable substitute, through an alternative ATOL holder or otherwise) due to insolvency. You consent that in exchange for such a payment or benefit, you will irrevocably assign to those Trustees any claims you may have about the non-provision of the services, including any claims you may have against us, the travel agency (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Except in the case of a very late booking, in which case papers can be delivered within 24 hours, all travel documents (such as tickets or insurance policies) will be given to you via email within 48–72 hours after complete payment of your booking or by mail upon request. No responsibility will be assumed by us once papers are mailed to you unless the loss of the documents is the result of our fault. In such cases, you are responsible for any fees associated with reissuing tickets or other documentation. Reissues of documents are only permitted up to 7 days before to departure. If required, you can ask for delivery via another method E.g. courier provided that this is at your cost.
It is your responsibility to inform us of any medical conditions and reduced mobility before you book so that we can ensure suitability of your trip for your particular needs. It is your responsibility to check, fulfill, and confirm your own specific circumstances with the relevant Embassies and/or Consulates and your doctor, as applicable, despite the fact that we can provide general information about the passport, visa (including an estimated time to obtain), and health formalities in your destination countries. Requirements might vary; therefore it’s important to check the current situation before leaving.
Please take special note that for all air travel within the British Isles, airlines require photographic identification either a passport or driving license.
Passports: Most countries now require passports to be valid for at least 6 months after your return date.
Visas: In certain nations, a transit visa is necessary to enter the country and connect to another. If a transit visa is necessary for your trip, we will let you know. For the most recent information on visa entrance requirements, please visit https://www.gov.uk/foreign-travel-advice on the website of the UK government.
For all travel to the USA and transit through the country, an ESTA visa is a required; for all travel to Australia and transit through the country, an ETA visa is a necessity. Please verify your flight’s path if there are any changes that require you to transfer between two different airports. If necessary, you must also prepare for a transit visa.
Travel to the USA is subject to additional requirements, and each traveler is required to have a machine-readable passport. Check https://uk.usembassy.gov, please.
You should get a completed and issued form EHIC before departing for any European vacations.
Non-British passport holders, including other EU citizens, should consult the Embassy, High Commission, or Consulate of your destination or the country or countries you are travelling through for the most recent information on passport and visa requirements.
Security: The Foreign and Commonwealth Office’s most recent travel advice may be found at https://www.gov.uk/travelaware. See Section 17.
Children: If a youngster is travelling alone or without a parent, the airline will often want additional documents, therefore we must be informed in advance. Any refusal to embark or delays brought on by a failure to get the necessary paperwork are not our fault.
Pregnancy: The majority of airlines maintain the right to deny boarding to a woman who is many months along in her pregnancy. Therefore, if you or a member of your party is pregnant (or becomes pregnant before departure), please let us know when making your reservation so we may verify the applicable airline’s policy and provide you the appropriate advice. It could be necessary to obtain a doctor’s certification attesting to your fitness for travel. If we were not informed of the pregnancy or if the advice we gave was not followed, we do not assume responsibility for anybody who is refused travel due to pregnancy.
If you are unable to travel or have any other loss as a result of failing to comply with any passport, visa, immigration, or health procedures, we disclaim all liability. You undertake to compensate us for any penalties or other damages that we incur as a consequence of your failure to adhere to any such procedures or requirements.
Please be aware that entrance and visa requirements are subject to change at any time, therefore it is your obligation to make sure you have the appropriate visa and meet the necessary medical standards. Due to missing or inaccurate travel documentation, Schengen Visa Assistance is not responsible for any delays or modifications to your travel schedule. For more information, go here.
Please make sure that you arrive at the airport well before check-in time and that all of your travel, passport, visa, and insurance documentation are in order (see Clause 4). (Check-in). Prior to departure, it might be required to confirm your flight once more with the airline. Please ask us for your airline’s contact information so you may verify any changes to the planned itinerary and confirm your travel at least 72 hours prior to your departure. When confirming, make a note of any reference numbers or contact information. You could not be allowed to board the plane if you don’t reconfirm, and it’s doubtful that you’ll get your money back.
Passenger Locator Forms must be completed by all travelers 48 hours before they arrive in the UK or cross the UK border. For the form, click here.
Depending on the location, travelers might need to take a PCR test a few days before their flights, so it’s best to get the most recent information from the relevant embassy before leaving. For more information, go here.
We will help you with any concerns in our position as your agent; you may reach our Customer Services at 337 Forest Road, London, United Kingdom, E175JR, or info@schengenvisaassistance.co.uk. Any questions or issues with the travel arrangements should, however, be directed to the principal(s) or supplier(s) in the first instance as the contract(s) for your travel arrangements are between you and them. If you experience a problem with your travel plans while you are on vacation, you must notify it right away to the principal/supplier, their local supplier, or agent. There will be fewer opportunities for the principal or supplier to look into and address your concern if you don’t follow this approach. Because of this, your right to compensation can be limited or you might not get any at all.
When you go home, if you want to complain, write to the supplier or principle. The name, address, and phone number are all listed in any confirmation documentation we provide you. If you would want assistance with this, we will be happy to provide it. Please contact Customer Services at 337 Forest Road, London, United Kingdom, E175JR or info@schengenvisaassistance.co.uk
Your contract is with the principal/supplier, and its booking terms are applicable. We take no liability for the actual provision of the travel arrangements in our capacity as agent. We are only responsible for making the reservation in line with your instructions. We transmit over information regarding your travel plans in good faith, but we take no responsibility for it. However, if we are held responsible for you in any way, the most we might be held responsible for is double the fee we received for making your reservation (or the appropriate proportion of this if not everyone on the booking is affected).
We do not restrict or eliminate our responsibility for wrongful death or other types of harm brought on by our carelessness or the negligence of any of our employees acting in the course of their jobs.
Note: The extra terms and conditions in Section B will be applicable in cases where we are designated as the organizer of a Package under the Package Travel Regulations.
If our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond our (or a supplier’s) control, the consequences of which could not have been avoided even if all reasonable precautions had been taken (“Unavoidable and Extraordinary Circumstances”), we will not be liable or pay you compensation, unless expressly stated otherwise in these Booking Conditions. Unavoidable and extraordinary circumstances, as used in these booking conditions, include, but are not limited to, war and acts of terrorism (and their threat), civil unrest, grave risks to human health, such as the outbreak of a serious disease at the travel destination, natural disasters like floods or earthquakes, or weather conditions that make it unsafe to travel to or stay at the travel destination, and the act of terrorism itself.
Brexit Implications: Please be aware that the United Kingdom’s decision to exit the European Union may have an impact on some travel services. This might involve changes to the visa rules for British nationals travelling to, within, or through the EU, as well as the inability to access specific ports and airports. Rest assured that we are keeping an eye on this and will let our customers know as soon as we learn of any confirmed reservations that may be impacted. We would treat any such modifications as unavoidable and unusual circumstances in the conditions outlined above, but we would make every effort to offer acceptable alternative arrangements or refunds when available. As a result, we will not be responsible for compensating you in any way.
All ratings are either those offered by the pertinent provider or our own average ratings based on our knowledge of the market and consumer feedback. Our own ratings are prominently displayed and are meant to serve as a reference to the amenities and services you may anticipate from your lodging. There may be differences in standards and ratings across nations and providers. We cannot vouch for the veracity of any ratings provided. We took reasonable steps to determine the official rating of the lodging and to include it in the website’s description of the lodging.
Every description and piece of information we publish online or otherwise on behalf of a supplier is meant to provide readers a basic notion of the services that supplier offers. On our website, not all pertinent service information may be found. All of the services are based on availability. Please get in touch with us if you need any more information about any travel plans or other services.
You are responsible for being familiar with Foreign Office recommendations about the security of the nations and regions you will be visiting and for making decisions in accordance with those recommendations (see https://www.gov.uk/travelaware). The Foreign Office’s recommendation to stay away from or leave a certain nation might qualify as an Unavoidable and Extraordinary Circumstance under Clause 14 above.
You must act in an appropriate and orderly manner and refrain from interfering with others’ pleasure. If the supplier/principal, or another person in authority, believes that your behavior, or that of any member of your party, is causing or is likely to cause distress, danger, or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the supplier/principal reserves the right to immediately cancel your booking with no further obligation to you. You and each member of your party will be held jointly and severally accountable for any loss or damage brought on by your behavior, and you and your party may also be compelled to make such payments and liable for any damage or losses caused. Prior to leaving, full payment for any such losses or damages must be made immediately to the supplier/principal. If you don’t pay, you’ll be liable for covering any claims (including legal fees) later brought against us as a result of your behavior as well as all expenses we incur in bringing a claim against you.
We are not liable for the acts or misbehavior of other visitors or anyone who are not associated with your reservation or with us.
We will require personal information from you, including your name, email address, phone number, passport number, and other identifying details, in order to process your booking. We could additionally want information from you that falls under a particular category, such as health and medical data, information about any disability, or information about your religion.
To make your booking, we will process your personal information, including special category information. We will also pass this information along to the appropriate travel service providers or other specific individuals as needed to make your trip arrangements. Additionally, the data may be given to government agencies like customs or immigration if so requested by any authority or as required by law. A company that does credit or security checks may also receive certain information. For the aim of preventing and combatting terrorism and other transnational severe crimes, we will need to provide your information to US Customs and Border Protection if you are travelling to the US. In accordance with the General Data Protection Regulation’s regulations for such transfers, if you leave the European Economic Area, we will send your data to vendors outside of the EEA.
By making your reservation, you agree that the personal data you submit in your booking form may be sent to suppliers and other parties necessary to support your trip plans. For a complete description of how we utilize personal data, please check our Privacy Policy.
PTS Membership Number 5771
How does PTS offer consumer protection?
PTS provides all member businesses with a trust account and insurance concept that guarantees complete customer money protection.
The package travel regulations are properly complied with by PTS members.
Before making a reservation, customers may look up a company’s PTS membership. For peace of mind, just get in touch with PTS directly.
Consumers can speak with PTS directly if they have any questions regarding how their money was used or the vacation that a PTS member provided.
To guarantee trust and confidence when making a reservation with any PTS member, PTS is FCA registered.
SECTION B:PACKAGE HOLIDAY TERMS AND CONDITIONS
This section should be read in connection with Section A of these Booking Conditions and ONLY applies if we organized your package in accordance with the Package Travel Regulations (see Clause 2).
If any member of your group is unable to go on their Package, they may transfer their seat to another person under the following restrictions:
Cancellation fees, as described in paragraph 6 of Section A, may be incurred if you are unable to identify a substitute passenger. Otherwise, no reimbursements will be issued for underutilized services or for customers who do not travel.
In the event that Unavoidable and Extraordinary Circumstances (as defined in Clause 14 of Section A) occur at your vacation destination or in the area and significantly affect the performance of the Package or significantly affect transportation to the destination, you have the right to cancel your Package before departure without paying a cancellation fee. In these situations, we will fully return the money you paid, but we won’t be responsible for compensating you in any way. Please be aware that in these situations, you only have the right to cancel if the Foreign and Commonwealth Office recommends against visiting your destination or the area around it.
We shall use reasonable efforts to notify you as soon as reasonably practicable if there is time before your departure if the provider modifies your travel plans insignificantly, but we will have no further obligation to you. Changing your outbound or return flight by less than 24 hours, changing the aircraft type, switching to a different hotel with a higher standard of living, switching carriers, or making small adjustments to the hotel’s amenities are a few examples of inconsequential alterations. Please be aware that transportation providers, such airlines, may change.
On rare occasions, the supplier or principal may need to materially alter your confirmed travel plans. The following are examples of “major alterations,” when done prior to departure:
Essential change to your journey, missing and disappeared out one or more destination completely.
If the supplier/principal has to significantly alter or cancel your travel plans, we will notify you as soon as we can. If there is still time before your departure, we will give you the option of:
We must receive your notification of your decision as quickly as feasible and within the window of time we allow you to accept it. We will get in touch with you again to ask for notification of your choice if we don’t hear from you within that time frame. If you don’t react once more, we may consider the reservation to be cancelled and reimburse your funds.
If you decide to cancel after being informed of a substantial change and are unable to transfer or reuse your policy, we will fully return any travel insurance payments you have already paid to us.
Liability as organizer: We will accept responsibility for the travel arrangements that make up your package when you book a package for which we are acting as “organizer” under the Package Travel Regulations, as described below, even though we still act as agent for the supplier or principal of your chosen travel arrangements and your contracts will be with the supplier or principal. Therefore, as stated in your booking confirmation, it is our duty to correctly supply all of the travel services included in your Package.
You may be entitled to an appropriate price reduction, compensation, or both, subject to these Booking Conditions, if we (or the supplier/principals) have failed to perform or has improperly performed those travel arrangements and we don’t remedy or resolve your complaint within a reasonable period of time. The amount of such compensation will be determined after taking into account all pertinent factors, including (but not limited to) the extent to which ours, our employees’, or the supplier’s or principal’s negligence affected your Package’s overall enjoyment and the fact that you followed the complaints procedure outlined in these Booking Conditions. Please be aware that if you desire to make a claim against us, it is your duty to demonstrate that we or the Supplier/Principals have failed to perform or incorrectly executed your Package.
If (and to the extent that) any injury, disease, death, loss, damage, expenditure, cost, or other claim of any kind is caused by one of the following, we will not be liable or pay you any compensation.
Limits on liability: We shall cap the amount of damages we could be required to compensate you for if we are deemed accountable under this paragraph and/or the Package Travel Regulations as follows:
Please be aware that we disclaim all responsibility for any damage, loss, expense, or other sum(s) of any description: (a) that we could not have reasonably predicted you would suffer or incur based on the information you provided to us regarding your booking prior to our accepting it; or (b) that relates to any business.
We won’t be held liable for any services or amenities that weren’t included on your booking confirmation or weren’t promoted in our brochure or website. For instance, any trip you arrange while you’re gone, or any service or amenity that your hotel or another supplier agrees to offer.
Due to Unavoidable and Extraordinary Circumstances (see Clause 14 for definition), if it is unsafe for you to return to your starting point on the scheduled return date for your Package, we will pay for any necessary lodging (where possible, of a comparable standard) for a maximum of three nights per person. The 3-night limit does not apply to anyone who need special medical care, as long as we are aware of these needs at least 48 hours before to the start of your Package, pregnant women, unaccompanied youngsters, and people with impaired mobility.
Flight Packages: Through our ATOL, Provided by PTS, given by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, phone 0333 103 6350, email claims@caa.co.uk, we offer financial protection for all of our flight packages. You will obtain an ATOL Certificate from us when you purchase a flight-inclusive package. You may find information on what is financially protected, what this implies for you personally, and who to contact if something goes wrong on the list provided. Visit the ATOL website at www.atol.org.uk for further details. The sum of £2.50 per person that we pay to the CAA as part of the ATOL Protection Contribution (APC) is included in the cost of our fly inclusive plans. This fee is already factored into our listed costs. Not all of the vacation or travel services we provide and sell are covered by the ATOL Scheme. Customers who both book and pay in the United Kingdom are largely covered by ATOL.
You will get the services mentioned on the ATOL Certificate from us or the providers listed there (or a suitable alternative). In rare circumstances, if we or the supplier cannot offer the services you have purchased due to insolvency, another ATOL holder may do so (at no extra cost to you). You consent to the alternative ATOL holder performing those duties in those situations, and you consent to pay any money still owed to that alternative ATOL holder by you as per your contract. You acknowledge, however, that there may be instances when it may not be able to select an alternate ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).
The Trustees of the Air Travel Trust may pay you (or grant you a benefit) under the ATOL system if we or the providers named on your ATOL certificate are unable to deliver the services indicated (or a suitable substitute, through an alternative ATOL holder or otherwise) due to insolvency. You consent that in exchange for such a payment or benefit, you will irrevocably assign to those Trustees any claims you may have about the non-provision of the services, including any claims you may have against us, the travel agency (or your credit card issuer where applicable). Additionally, you concur that if another organization has made payments, any such claims may be transferred to that organization.
If you have reserved a package and have difficulties while on vacation for any reason, we shall provide you with timely help as is reasonable under the circumstances. We will provide you the necessary information, in particular, on health services, local authorities, consular aid, distance communications, and locating alternate travel arrangements. We shall not be responsible for the costs of any alternative travel arrangements or other help you need when you need it but it is not because of any failure on our part, the part of our employees, or the part of our subcontractors. However, any vendor/principal, airline, or other transportation vendor may pay for or offer refreshments and/or suitable lodging, and you should submit a claim directly to them.
If you fail to acquire our prior authorization before arranging your own travel arrangements, we will not be responsible for any costs, fees, or charges you incur in the aforementioned situations, subject to the other provisions of these Booking Conditions. In addition, we retain the right to charge you for our help should the problem be the result of carelessness or willful misconduct on the part of you or a member of your party.
This contract is governed by English Law and the elite or exclusive jurisdiction of the English courts.
The current and existing Terms of Use will be governed by English Law and any disagreement and arguments will be resolute completely by the English courts. Our Terms of Use do not disturb and affect your statutory, constitutional rights.
