Solo Travellers Booking Terms and Conditions

SOLOTRAVELLERS –  BOOKING TERMS AND CONDITIONS

These are the terms of business (the “Terms”) on which we SOLO TRAVELLERS LIMITED, a company registered in England and Wales under company no. 07606246 (“Solo Travellers”; “we”; “us”; “our”), process a booking for your travel requirements.

By completing a booking with us you are accepting the Terms including our booking conditions.

The contract formed is between Solo Travellers and you, who are any private person travelling or intending to travel on a trip operated by us including any person who is added or substituted after booking. We agree that English law will apply to our contractual relationship and to any dispute, claim or other legal matter which arises between us (except as set out below). We also agree that any dispute, claim or other legal matter which arises between us must be dealt with by the Courts of England and Wales, Scotland or Northern Ireland dependent on where you live.

If we are assisting you with the ordering and/or processing of items, which are not included in the travel package that we are selling to you; e.g., airplane travel, you will be entered into a contract directly with the providers of the travel related services; including, among others, airlines, hotels, other accommodation providers and transfer providers (“Your Service Providers”).

The information appearing in our brochures and on our website on www.solo-travellers.com (the “Website”) together with our Privacy Policy will also form the basis of your contract with us. All references in the Terms to “trip”, “booking”, “contract” or “arrangements” mean such trip arrangements you have ordered via us unless otherwise stated. References in the Terms to “send” and “in writing” or similar include communication by e-mail.

How to make a booking

Bookings can be made via the Website. We emphasise the importance of making a booking at the earliest opportunity, because of the small group nature of our trips.

To secure your booking we must receive a deposit per person of the fixed amount advertised on the trip details page on the Website at time of booking, or full payment if booking is within 60 days of the start of your trip or at an earlier stage for some trips.

A higher deposit will be payable if any of Your Service Providers requires additional payment at the time of booking or prior to balance due date. On occasions, full payment for a service such as your flights may be required at the time of booking. The applicable deposit will be confirmed at the time of booking.

All travellers (including anyone who is added  at a later date) will be deemed to have agreed to the following conditions:

  1. they have read and accepted the Terms and information pages contained on the Website.
  2. they do not suffer from any pre-existing medical condition or disability which may prevent them from participating in the trip. If you suffer from any medical condition or disability which will or may affect the trip arrangements, please contact your GP to ensure you are fit to travel before making your booking. Please also make us aware at time of booking.
  3. the person making the booking confirms that he/she is 18 years old or thereover and has full authority to enter into a contract on the basis of the Terms on behalf of all persons named on the booking. The person will be the single point of communication relating to the full booking and confirms that all persons covered by the booking are fully aware of and accept the Terms. That person also consents to the use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements).

Booking details

Reservations are made on the understanding that you will check all details on your invoice/itinerary immediately and advise us of any discrepancies. Each traveller’s first and last name should be spelt exactly as they appear in their passport. As it is not usually possible to change names or spellings in airline reservations, if names are spelt incorrectly, the sooner we are advised of this, the better the chances are of us being able to make a fresh reservation at the same fare with the correct spellings. If airline tickets are issued with incorrect name spellings or middle names instead of first names, airlines may still impose standard cancellation charges and insist that a new reservation be made and paid for. We will not be responsible for any costs incurred to correct them, please note this could be up to 100%. Please also check that your address and post-code are correct.

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements.

Booking confirmation

We will send a booking confirmation by automated e-mail. Please check it carefully and contact us immediately if it is incorrect, as it may not be possible to make changes later.

A booking is accepted and becomes definite only from the date when we issue a booking confirmation to you. It is at this point that a contract between us comes into existence. If you book online, any acknowledgement of your booking request we send to you in the meantime is not a confirmation of your booking. Before your booking is confirmed and a contract comes into force, we reserve the right to increase or decrease the prices. We reserve the right to decline any booking at our discretion. We will communicate with you by e-mail. You must therefore check your e-mails on a regular basis. We may also contact you by telephone and/or post if we cannot, for whatever reason, contact you by e-mail. It is your responsibility to ensure we have up to date contact information for you at all times. Certain documents may need to be sent by post. You should contact us by e-mail if you need to do so for any of the reasons mentioned in the Terms. 

Your financial protection

You can book your flights, accommodation and transfers with confidence, because Solo Travellers is licenced by the Civil Aviation Authority (CAA) as an Air Travel Organiser (ATOL number T7476). This financial protection scheme ensures that in the very unlikely event of our insolvency you will be refunded in full if travel has not already commenced or that you will be able to continue your travel arrangements using a suitable alternative.

We are also member of the Travel Trust Association (TTA) that provides 100% financial protection for our customers regardless of what service they have booked or how much they have paid. Every single penny is secured in the trust account and guaranteed by the TTA. Our TTA membership number is.

Our responsibility for your trip

We accept responsibility for the arrangements we agree to provide or arrange for you under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your booking confirmation.

Subject to the Terms we will pay you reasonable compensation, if we or our suppliers negligently perform or arrange those services and we do not remedy or resolve your complaint within a reasonable period of time. 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 possibly also suppliers do or do not do if they were at the time acting within the course of their employment or carrying out work we had asked them to do.

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.  

As set out in these conditions, we limit the maximum amount we may have to pay you for any claims you may make against us. We do not, however, limit or exclude our liability for death or personal injury caused by the negligence of ourselves or our employees (providing they were at the time acting within the course of their employment). Where we are found liable for loss of and/or damage to any luggage or personal possessions, the maximum amount we will have to pay you is £50 per person affected . Therefore, you must ensure you have appropriate travel insurance to protect your personal belongings.

Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation which applies to the travel arrangements in question were that claim made against it (for example, the Warsaw Convention 1929 as amended or unamended and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention 1974 for international travel by sea and COTIF, the Convention on International Travel by Rail. Please note: where a carrier would not be obliged to make any payment to you under the applicable international convention or regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the carrier or hotelier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.

Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the limitation does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs in advance. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

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, 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. We cannot accept liability for any business losses.

You must provide us and our insurers with the assistance we may reasonably require. You must also tell the supplier concerned about your claim or complaint. 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.

Service providers generally reserve the right to cancel or alter arrangements at any time. We will notify you of any cancellation as soon as we are notified of it, but we cannot accept any liability in relation to any cancellation.

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: (a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party; or (b) the act(s) and/or omission(s) of a third party not connected with the provision of your travel arrangements and which were unforeseeable or unavoidable or – ‘force majeure’ as defined herein.

Excursions, activities and general area information: We may provide you with information (before departure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting. We may not have any involvement in such activities or excursions which may not be run, supervised or controlled by us. We cannot accept any liability on any basis in relation to such activities or excursions if we have not been involved as organisers of the activities or excursions. We do not however exclude liability for the negligence of ourselves or our employees resulting in death or personal injury.

We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities or excursions referred to on our website and in our other advertising material are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities or excursions which can reasonably be expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking.

Force majeure

We do not accept responsibility for any expenses or costs incurred by you as a result of changes or cancellations that are due to unusual or unforeseeable circumstances beyond our control (“Force Majeure”). These can include war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, governmental action or accommodation ceasing to be available. Please note that we include a situation where the United Kingdom leaves the European Union without a transitional arrangement as a Force Majeure event.

All bookings made, even if arranged at the same time, are to be considered separate and independent bookings. Where providers of airline transportation, accommodation or other elements of your travel arrangement or Your Service Provider initiates a change or cancellation to a booking, your ability to cancel or change any other bookings is not necessarily affected. For example, if your accommodation booking is changed or cancelled by Your Service Provider, the booking conditions of your flight booking (including cancellation charges) will still apply, and vice versa.

Credit Card Fraud Protection

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with our Privacy Policy.

Brexit implications

Travel arrangements could be affected as a result of the United Kingdom’s decision to leave the European Union. This may include unavailability of certain flights, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. You can rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

Single supplement

We will wherever possible arrange for room sharing of the same sex where requested. If, however, there are uneven numbers, you may be asked to pay the single supplement.

Deposits and payments

The requested deposit must be paid at the time of booking (this amount varies from trip to trip) and full monies are due 60 days before departure date for travel.  Deposits are non-transferable and non-refundable.

Final payment is normally due 60 days before the start of your trip / departure date, though for certain trips, full payment must be received sooner. On many flight bookings payment is due within 10 days or less of booking. The date by which the balance is due is shown on the booking confirmation which we email to you. You are also free to pay the balance before the final payment date shown on your booking confirmation if you wish.

If the balance is not paid on time, reservations cannot be guaranteed and we reserve the right to cancel your booking, retain your deposit and apply the applicable cancellation charges.

Travel and cancellation insurance

The European Health Insurance Card (EHIC) only provides basic medical insurance within EU countries and is not an insurance policy. There may also be sudden changes to such insurance coverage should the United Kingdom leave the European Union without transitional arrangements.

You must have adequate travel insurance, since this is mandatory on all our trips. In addition to peace of mind, this may provide cancellation cover prior to your departure and practical and financial assistance should things go wrong whist you are travelling. We cannot accept responsibility for any persons who fail to take out adequate travel insurance.

Despatch of travel documents

Our policy is to issue and email all your travel documents together 2 weeks prior to departure.  You should let us know if you have not received these or other travel documents within this period or in enough time.

Changes by you

We do not normally offer our customers the possibility of changing the travellers and/or travel arrangements as indicated on the booking confirmation/invoice.

Cancellations by you

If you cancel your booking you must immediately advise us in writing by email. Cancellations charges are as follows:

Deposits or full fares paid for all bookings with flights on low cost airlines such as Ryanair and EasyJet will be non-refundable at any time. Other airlines will be referred directly to the airline and the airline cancellation fees and ticket rules will apply as described herein.

You or any of your party may cancel your booking at any time providing that we receive written notification from those who are no longer travelling. You must receive and retain written acknowledgement from Solo Travellers as proof of receipt by us of your notification to cancel. Cancellation charges apply from the date we receive written notification from the person/people cancelling.

If you cancel your trip in full prior to paying your balance, all applicable deposits will be forfeited. Once you have paid for your travel arrangements, the following cancellation charges are applicable:

Deposits and low-cost flights are non-refundable at all times

Cancellations 60-0 days before trip start / departure date = 100% of trip cost non-refundable.

Cancellation of a portion of your travel arrangements means that the deposit allocated to that portion will be forfeited. 

Please note that if one or several members of a party cancels, this may increase the costs of both the cancellation charge and the holiday for those people who still wish to travel, e.g., to cover the costs of ground arrangements being divided by a lesser number of travellers. In these cases, the person or people cancelling will be liable for these additional costs.

Any refunds due will be processed via the original method of payment. Visa processing fees and travel insurance are 100% non-refundable.

We strongly recommend you take out travel insurance at the time of booking as this will cost no more than taking it out closer to departure but may also provide cover for cancellation costs.

Changes or cancellations by us

We always do our best to deliver all trips as advertised; however, we have to reserve the right to change any of the facilities, services or itineraries described on the Website at any time before or after your booking is confirmed. If a significant change has to be made, we will inform you as soon as reasonably possible, if there is time before departure

Some of our group trips require minimum numbers and if these are not achieved we have the right to cancel the trip and refund your deposit and other monies paid.

If we are your booking agent for air transportation, your contract with Your Service Providers may allow them to cancel or amend bookings. We will ensure that you are promptly notified of any significant changes, but accept no liability for any changes or costs incurred which may result.

You will have the choice of either accepting the change of arrangements of comparable standard from us, or cancelling your booked arrangements and receiving a full refund. We will pay compensation in respect of any significant changes that we make to your booking, using the scale below. These may include (but are not limited to) the following changes: a change in accommodation to that of a lower official category, a change of UK departure airport, except between London airports, a change of supplier, a change in the time of your departure or return flight by more than 12 hours.

This standard payment will not affect your statutory or other rights. We will only make one payment for each full fare paying adult in the booking. Any children not paying the full adult fare will receive 50% of the listed amount. If the value of your booking is less than the compensation outlined, we will pay compensation only to the value of the booking.

Period before departure when a                    Compensation payable per person

significant change is notified 

More than 60 days                                                      £00

59-29 days                                                                   £10

28-15 days                                                                   £20

14-0 days                                                                     £40

Compensation will not apply if a significant change is made for reasons beyond our control; i.e., Force Majeure events as herein defined, and where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements.

Refunds

If you return any unused flight tickets or other travel documents to us, we will submit them to the supplier or Your Service Provider to be assessed for refund. Refunds are forwarded to you less any applicable cancellation and administration charges that are levied by the service provider and Solo Travellers. Refunds on unused portions of airline tickets and other unused services are always less than the pro-rata proportion of the fare paid. In many cases, tickets will have no refund value at all.

You may request from us a refund of UK government air passenger duty (APD) for any ex-UK flight you choose to cancel. Such a request must be received within 28 days of the cancellation being made and is subject to a £25 administration fee per person. Please note that refunds normally take at least 12 weeks to process. We strongly advise that you take out travel insurance when you pay for your tickets as this may provide cover for cancellation costs.

Airline schedule changes and flight delays

We have no control over airline schedule changes and accept no liability for costs or for providing a refund on unused services which may arise as a result of such changes. Please note that for flights on any carrier departing from an EU member state or travelling to an EU member state on an airline based in an EU member state, that you will be entitled to protection under EU regulation 261/2004.

Delay and denied boarding regulations

We cannot accept liability for any delay unless it has a material effect on your holiday arrangements. If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline in circumstances which would entitle you to claim compensation or any other payment from the airline under EC Regulation No 261/2004 – the Denied Boarding Regulations 2004, you must pursue the airline for the compensation or other payment due to you. EC Regulation No 261/2004 only applies to flights departing from the EU and on flights operated by EU carriers that are returning to the EU. Non EU carriers operating flights departing outside of the EU may have less favourable compensation rules.  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.

Special requests

If you have a special request, (e.g. dietary, seating, disability, entry of frequent flier numbers into your reservation) please let us know when you make the booking. We will do our best to ensure that your request is met by passing it on to the providers of air transportation or Your Service Providers. It is understood however that all requests cannot be guaranteed. Failure to meet any special requests will not be a breach of contract on our part.  Confirmation that a special request has been noted or passed on to Your Service Providers or the inclusion of the special request on your confirmation 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 or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before making your booking so that we can assist you in considering the suitability of the arrangements and/or 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 or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

Flights and conditions of carriage

Carriage is subject to the applicable tariffs, conditions of carriage of the airline you are flying with and conditions of contract and other important notices. Conditions of carriage are available on application at the office of the carrier or on the carrier’s website.

Transport timings and routings are provided by the airlines and other carriers concerned. They are subject to change as a result of air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time, over which Solo Travellers has no control. We cannot make any special arrangements for you or reimburse you for any additional costs or unused products if you are delayed since such matters are at the sole discretion of the airline concerned.

Air travel is subject to operational decisions of carriers and airports which may result in delays and diversions. Please note we will endeavour to inform you of any airline schedule changes in advance but this is not always possible.  We recommend that you look on the relevant airline’s website for up to date timings 24 hours before each flight that you take. We cannot accept liability for the consequences of flights missed owing to airline schedule changes.

Passport and visa requirements

Please ensure that you are fully aware of all passport and visa requirements and that you allow sufficient time to obtain them. The specific passport and visa requirements, and any other immigration requirements, are your own responsibility and you should confirm these with the relevant embassies and/or consulates. Neither we nor our Service Providers accept any responsibility if you cannot travel due to you not having complied with all passport, visa and immigration requirements.

It is essential that you travel with a passport that has a minimum validity of 6 months remaining at all times as this is an immigration requirement for most countries outside of Europe. Please also ensure there are sufficient blank pages in your passport to allow for any visas which may need to be obtained en-route. Passports should be Machine Readable for travel to/via the USA.

Travel to the USA (including transits and touchdowns in the USA) 

Visa Waiver Program (VWP) travellers must have a valid e-Passport, along with a valid Electronic System for Travel Authorization (ESTA) for travel to the United States. If your passport was issued before October 2006 and it is not an e-Passport, you must obtain a visa or a new e‑Passport.

Vaccination and health requirements

You should consult with your own GP or Practice Nurse for any existing health conditions that may affect your travel. Such health advice on your specific needs should be obtained as early as possible and it is your responsibility to ensure that you have fully complied with all health and immunisation requirements of the countries you may be visiting. If you fail to do so, Solo Travellers has no liability for any cost, loss or damage which you suffer as a result and nor will we refund the cost of any unused portion of your travel arrangements.

You can find the National Health Service website with destination specific health and vaccination requirements here: https://www.nhs.uk/conditions/travel-vaccinations/

Travel advice

You are advised to check up to date travel advice about your destinations on the UK Government website. This site provides the latest travel advice including safety, security, and terrorism threat levels, health issues and travel warnings. Where conditions change within different areas of a country, this information is broken down into relevant regions.

You can find the relevant websites here: https://travelaware.campaign.gov.uk and https://www.gov.uk/foreign-travel-advice 

Baggage allowance

All scheduled airlines have a standard baggage allowance which is included. Weight allowances differ significantly from airline to airline as do dimension limits of checked-in and carry-on baggage. Where you require extra luggage allowance this will have to be added to the booking and paid for. Certain charter airlines and low cost (no frills flight) carriers consider hold baggage to be an optional extra. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold baggage on your trip then you will receive the standard hand baggage allowance as detailed in the airlines booking conditions. If you are unsure of your baggage allowance or your baggage will differ from this, please contact the relevant airline or us.

Online check in

Please note that some no-frills airlines require you to check in online. Where applicable your paperwork includes instructions regarding the online check in procedure. Failure to check in online will result in check in fees at the airport which you will be liable to pay for.

Trip participation and client responsibility

You agree to accept the authority and decisions of our employees and agents whilst on trip with us. If in the opinion of any such person(s) or any other person in a position of authority (such as, for example, an airline pilot or hotel manager), your health, level of fitness or conduct at any time before or during a trip is endangering or appears likely to endanger your health or wellbeing or that of any third party or the safe, comfortable or happy progress of the trip, you may be excluded from all or part of the trip without refund. Where you are excluded, we will have no further responsibility towards you (including any return travel arrangements) and we will not meet any expenses or costs incurred as a result of the exclusion. In the case of ill health, we may make such arrangements we see fit and recover the costs thereof from you. If you commit an illegal act (including, for example, causing any damage) you may be excluded from the trip and we shall cease to have responsibility to/for you as above. No refund will be given for any unused services. 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 made direct 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 and all costs incurred by us (including 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. If you have any medical condition or disability which may affect your active participation in your trip or the trip arrangements of any other person or have any special requirements as a result of any medical condition or disability (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 proposed trip and/or making the booking. In any event, you must give us full details at the time of booking and whenever any change in the condition or disability occurs.

You must also promptly advise us if any medical condition or disability which may affect your active participation in your trip or the trip arrangements of any other person in your party develops after your booking has been confirmed.

Complaints

We pride ourselves on delivering the highest standard of customer service, but in the unlikely event that you have a problem or complaint during your holiday please make the host or tour representative aware so that it can be resolved immediately. If you feel that this has not been dealt with to your satisfaction, please get in touch via email on your return and we will follow up. You should let us know in writing within one month of the arrangements in question. If you fail to follow this procedure, your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.

Website and advertising material accuracy

We endeavour to ensure that the details of all products, including prices, pictures, etc. displayed on the Website are accurate. However, given the high volume of trips offered it is inevitable that, in exceptional cases, mistakes will arise. We cannot accept liability for these errors.

All information provided on the Website is checked by us and our travel partners and is believed to be correct at time of being published. However, please bear in mind that property owners, hoteliers, activity operators and organisers etc. may wish to maintain or improve their facilities at any given time. Circumstances such as these, or weather conditions, time of year etc. may cause some of the amenities we have described to be unavailable or different from those shown on the Website. When we are told of any significant change that may affect your trip, we will always endeavour to advise you.  

Prices

Prices and associated taxes and fuel surcharges can change without warning. Airlines and other service providers are at liberty to change prices at any time. Prices are only guaranteed once travel documents have been paid for in full and have been issued. If we are notified of a pending price increase before your tickets or travel documents have been paid for, where possible, we will provide you with advance warning to give you the option to pay in full to avoid paying the higher rate.

If we are unable to contact you before a ticketing deadline expires or if no advance notice is given by the airline or other supplier, you will be liable to pay the new higher fare. You are free to pay the balance on your booking prior to the final payment date. If you do this, your travel documents will be issued and despatched early, though please bear in mind that cancellation conditions are always more severe after documents have been issued.

Prices quoted are inclusive of all pre-payable airport and government taxes, booking fees, and fuel surcharges. Please note that changes and errors may occur. We reserve the right to correct errors in advertised prices at any time before your trip is confirmed.

Data protection and privacy policy

We will not collect personal information without your knowledge and permission. We will not knowingly disclose your personal information to third parties except Your Service Providers and our suppliers of air transportation, lodging, etc.; however please note that airlines are now required by laws introduced in the United States and several other countries to give border control agencies access to passenger data. Accordingly, any information that the airline holds about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country on your itinerary. Please contact us if you require further information. We will allow you to view, correct or remove your personal information and we will take reasonable steps to protect the security of the personal information we collect from you. Please refer to our Privacy Policy for further information about how we handle your personal data.