is important to us. This statement explains how we collect, use, transfer and
store your personal data. We would encourage you to read this
IMPORTANT INFORMATION AND WHO WE ARE
About this privacy notice
privacy notice explains how Hessle Travel collects and processes your personal
information. We would encourage you to read this information.
It is important
that you read this privacy notice together with any other privacy notice or fair
processing notice we mayprovide on specific occasions when we are collecting or
processing personal data about you so that you are fully aware of
how and why
we are using your data. This privacy notice supplements the other notices and is
not intended to override them.
Who’s responsible for your personal
We refer to Hessle Travel in this statement. Hessle Travel is
responsible for this website and is the ‘data controller’ for your data
(collectively referred to as “Hessle Travel”, “we”, “us” or “our” in this
How can you contact us?
We have appointed a data
protection manager to oversee compliance with this privacy notice. If you have
any questions about this privacy notice or how we handle your personal
information, please contact the Data Protection Manager at
email@example.com or by writing to: Data Protection Manager, Hessle
Travel, 19 Prestongate, Hessle, HU13 0RD.
You can also contact us using the
contact details on our website.
If you do not think that we have processed
your data in accordance with this notice you should let us know as soon as
possible. You have the right to make a complaint at any time to the Information
Commissioner's Office (ICO), the UK supervisory authority for data protection
issues (www.ico.org.uk). We would, however, appreciate the chance to deal with
your concerns before you approach the ICO so please contact us in the first
Changes to the privacy notice and your duty to inform us of
We may change this privacy notice from time to time. You should check
this notice occasionally to ensure you are aware of the most recent version.
It is important that the personal information we hold about you is accurate and
current. Please keep us informed if your personal information changes during
your relationship with us.
Links to other websites
This website may
include links to third-party websites, plug-ins and applications. Clicking on
those links or enabling those connections may allow third parties to collect or
share data about you. When you leave our website, we encourage you to
the privacy notice of every website you visit as we do not control those.
KIND OF INFORMATION WE COLLECT ABOUT YOU
Personal data, or personal
information, means any information about an individual from which that person
can be identified.
It does not include data where the identity has been
removed (anonymous data).
We may collect, use, store and transfer different
kinds of personal data about you (and about any other person you include on
your booking) which we have grouped together as follows:
includes your name, title, date of birth, gender and passport details.
Contact Data includes your address, email address and telephone numbers.
Sensitive Data includes information concerning medical conditions, disabilities,
religious or philosophical beliefs and criminal convictions and offences.
Financial Data includes bank account and payment card details.
Data includes details about payments to and from you and other details of
products and services you have purchased from us.
Technical Data includes
internet protocol (IP) address, your login data, browser type and version, time
zone setting and location, browser plug-in types and versions, operating system
and platform and other technology on the devices you use to
Profile Data includes your username and password, purchases or
orders made by you, your interests, preferences, feedback, survey and
Usage Data includes information about how you use our
website, products and services.
Marketing and Communications Data
includes your preferences in receiving marketing from us and our third parties
and your communication preferences.
We also collect, use and share Aggregated
Data such as statistical or demographic data for any purpose. Aggregated Data
may be derived from your personal data but is not considered personal data in
law as this data does not directly or indirectly
reveal your identity. For
example, we may aggregate your Usage Data to calculate the percentage of users
accessing a specific website feature. However, if we combine or connect
Aggregated Data with your personal data so that it can directly
identify you, we treat the combined data as personal data which will be used in
accordance with this privacy notice.
Apart from the Sensitive Data
referred to above, we do not collect any other Special Categories of Personal
Data about you (this also includes details about your race, sex life, sexual
orientation, political opinions, trade union membership and
your genetic and biometric data).
Information about other people
are responsible for ensuring that the other members of your travel party are
supplying their personal data to us to make a booking or other purchase on their
If you fail to provide personal data
Where we need to collect
personal data by law, or under the terms of a contract we have with you and you
fail to provide that data when requested, we may not be able to perform the
contract we have or are trying to enter into with you (for
provide you with our products and services). We will notify you if this is the
case at the time.
HOW YOUR PERSONAL INFORMATION IS COLLECTED
different methods to collect data from and about you including through:
Direct interactions. You may give us your Identity, Contact, Financial,
Sensitive and Transaction Data by filling in forms or by corresponding with us
online or by post, phone, email or otherwise. This includes personal data you
provide when you:
apply to purchase our products and services;
our goods and services;
subscribe to our services or publications;
marketing to be sent to you;
enquire about our community involvement;
competition, promotion or survey;
or give us some feedback.
technologies or interactions. As you interact with our website, we may
automatically collect Profile and Usage Data. We will also collect Technical
Data about your equipment, browsing actions and patterns. We collect this
personal data by using cookies, server logs and other similar technologies.
Third parties or publicly available sources. We may receive personal data
about you from various third parties and public sources as set out below:
Identity, Contact and Sensitive Data from schools or other organisations making
a party booking on your behalf and carers or other healthcare providers in
relation to your booking.
Contact, Financial and Transaction Data from
providers of technical, payment and delivery services.
Contact Data from data brokers or aggregators.
Identity and Contact Data from
publicly available sources such as social media.
Technical Data from the
analytics providers; advertising networks; and search
HOW WE USE YOUR PERSONAL INFORMATION
important that you understand what we’ll do with the data that we hold about
We will only use your personal data when the law allows us to. Most
commonly, we will use your personal data in the following circumstances:
Where we need to perform the contract we are about to enter into or have entered
into with you.
Where it is necessary for our legitimate interests (or those
of a third party) and your interests and fundamental rights do not override
Where we need to comply with a legal or regulatory
Generally, we do not rely on consent as a legal basis for
processing your personal data other than in relation to the collection and use
of Sensitive Data and sending third party direct marketing communications to you
via email or text message. You have the right to withdraw consent to marketing
at any time by contacting us.
Purposes for which we will use your
We have set out below, in a table format, a description
of all the ways we plan to use your personal data, and which of the legal bases
we rely on to do so. We have also identified what our legitimate interests are
where appropriate. Note that we may process your personal data for more than
one lawful ground depending on the specific purpose for which we are using your
Type of data
Lawful basis for processing including
basis of legitimate interest
To carry out our obligations arising
connection with any contracts
entered into between you and us,
you and a third party
(a) To communicate with you
regarding your booking or other
(b) Manage payments, fees and
(c) Collect and recover money
owed to us
(d) Resolve complaints
(f) Marketing and
Performance of a contract with you,
including the use of data relating to
convictions and offences which may be
required for VISA
requirements or, for
example, to secure car hire
(b) Compliance with a
including compliance with anti-money
legislation relating to foreign
(c) Necessary for
our legitimate interests (to
recover debts due to us)
(d) The provision of
and health care in relation to data relating to
(e) Consent in relation to the processing of
Sensitive Data such
as your religious or
To manage our relationship with
you which will include:
(a) Notifying you about changes to
(b) Asking you to leave a review or
take a survey
(c) Recording telephone
(d) Marketing and
(a) Performance of a contract
(b) Necessary to comply with a legal
for our legitimate interests (to
keep our records updated, to study how
customers use our products/services and for
colleague training and customer
To enable you to subscribe for our
newsletter, take part in a
draw, promotion or competition or
complete a survey
(e) Marketing and
(a) Performance of a contract with you
(b) Necessary for our legitimate
study how customers use our
products/services, to develop
them and grow
To administer and protect our
(including troubleshooting, data
analysis, testing, system
maintenance, support, reporting
and hosting of data)
(a) Necessary for our legitimate interests (for
running our business, provision of
administration and IT services, network
security, to prevent fraud and in the context
of a business reorganisation or
(b) Necessary to comply with a legal
To deliver relevant website
content and advertisements to you
and measure or understand the
effectiveness of the advertising we
our legitimate interests (to
study how customers use our
products/services, to develop them, to grow
our business and to inform our
(e) Marketing and
To use data analytics to improve
our website, products/services,
marketing, customer relationships
Necessary for our legitimate interests (to
define types of customers
for our products
and services, to keep our website updated
to develop our business and to
inform our marketing strategy)
recommendations to you about
goods or services that may be
interest to you
(f) Marketing and
Necessary for our
legitimate interests (to
develop our products/services and grow our
We strive to provide you with choices regarding
certain personal data uses, particularly around marketing and advertising.
Promotional offers from us
We may use your Identity, Contact, Technical,
Usage and Profile Data to form a view on what we think you may want or need, or
what may be of interest to you. This is how we decide which products, services
and offers may be relevant for you
(we call this marketing).
receive marketing communications from us if you have requested information from
us or purchased goods or
services from us or if you provided us with your
details when you entered a competition or registered for a promotion.
We will get your express opt-in consent before we share
your personal data with any internal or external third parties for
We won’t use your personal data for marketing
purposes at all if you’ve told us not to. You can ask us or third parties to
stop sending you marketing messages at any time by following the opt-out links
on any marketing message sent to you or by
contacting us at any time.
You can set your browser to refuse all or some browser cookies, or to
please note that some parts of this website may become inaccessible or not
Change of purpose
We will only use your personal
data for the purposes for which we collected it, unless we reasonably consider
that we need to use it for another reason and that reason is compatible with
the original purpose. If you wish to get an explanation as to how the
processing for the new purpose is compatible with the original purpose, please
If we need to use your personal data for an unrelated purpose, we
will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or
consent, in compliance with the above rules, where this is required or
permitted by law.
SHARING YOUR PERSONAL INFORMATION
We may have to
share your personal data with the parties set out below for the purposes set out
in the table in paragraph 4 above.
Management Service Partners such as
The Midcounties Co-operative Group who provide administrative services and
undertake management reporting.
External third parties including the
Travel companies, airlines, hotels, insurers and other
organisations involved in performing your contract.
bodies such as the Civil Aviation Authority and ABTA.
Government bodies or
other organisations in the UK and in other countries, such as those responsible
border control, security and anti-terrorism.
Organisations that provide foreign exchange services in respect of travel money
Organisations to which we may outsource certain of our activities,
such as printing, mailing and distribution services.
provide customer identity and address verification services.
doing research for us.
Organisations for the detection, investigation and
prevention of crime, such as the National crime Agency in respect of money
Financial organisations for purposes such as payment
processing, finance plans and refunds.
Third parties to whom we may choose
to sell, transfer, or merge parts of our business or our assets. Alternatively,
we may seek to acquire other businesses or merge with them. If a change
happens to our business, then the new owners may use your personal data in
the same way as set out in this privacy notice.
acting as processors or joint controllers including lawyers, bankers, auditors
and insurers who provide consultancy, banking, legal, insurance and
We require all third parties to respect the security of
your personal data and to treat it in accordance with the law. We do not
allow our third-party service providers to use your personal data for their own
purposes and only permit them to process your personal data for specified
purposes and in accordance with our instructions.
It may be necessary to pass your booking details to third parties, such as
airlines, hotels and transfer providers, situated outside of the European
Economic Area (EEA) in order to perform our contract with you. Whenever we do
so, we will try to make sure that your personal information is adequately
KEEPING YOUR INFORMATION SECURE
We have put in place
appropriate security measures to prevent your personal data from being
accidentally lost, used or accessed in an unauthorised way, altered or
disclosed. For example, all information you provide to us is stored on our
secure servers which means that your information can’t be read by anyone who
doesn’t need to see it. Any payment transactions will be encrypted using SSL
technology. When you get in touch with us, we’ll ask you a couple of security
questions before we share any personal details just to check it’s you. In
addition, we limit access to your personal data to
those colleagues, agents,
contractors and other third parties who have a business need to know. They will
only process your personal data on our instructions and they are subject to a
duty of confidentiality.
Where we have given you (or where you have chosen) a
password which enables you to access certain parts of our site, you are
responsible for keeping that password confidential. We ask you not to share a
password with anyone.
We strongly recommend that you do not disclose your
Hessle Travel account log in details to anyone. Please always remember
to logout of your account when you have finished using our website.
also put in place procedures to deal with any suspected personal data breach and
will notify you and any applicable regulator of a breach where we are legally
required to do so.
How long will you use my personal
We will only retain your personal data for as long as necessary to
fulfil the purposes we collected it for, including for the purposes of
satisfying any legal, accounting, or reporting requirements.
To determine the
appropriate retention period for personal data, we consider the amount, nature,
and sensitivity of the personal data, the potential risk of harm from
unauthorised use or disclosure of your personal data, the purposes for which
we process your personal data and whether we can achieve those purposes through
other means, and the applicable legal requirements.
Details of retention
periods for different aspects of your personal data are available in our
retention policy which you can request from us by contacting us.
Under certain circumstances, by law you have the right to:
access to your personal information (commonly known as a "data subject access
request"). This enables you to receive a copy of the personal information we
hold about you and to check that we are lawfully processing it.
correction of the personal information that we hold about you. This enables you
to have any incomplete or inaccurate information we hold about you corrected.
Request erasure of your personal information. This enables you to ask us to
delete or remove personal information where there is no good reason for us
continuing to process it.
You also have the right to ask us to delete or remove
information where you have exercised your right to object to
processing (see below).
Object to processing of your personal information
where we are relying on a legitimate interest (or those of a third party) and
there is something about your particular situation which makes you want to
object to processing on this ground. You also have the right to object where
we are processing your personal information for direct marketing purposes.
Request the restriction of processing of your personal information. This enables
you to ask us to suspend the processing of personal information about you,
for example if you want us to establish its accuracy or the reason for
Request the transfer of your personal information to another
If you want to review, verify, correct or request erasure of your
personal information, object to the processing of your personal data, or
request that we transfer a copy of your personal information to another party,
please contact the Data Protection Manager.
No fee usually required
will not have to pay a fee to access your personal information (or to exercise
any of the other rights). However, we may charge a reasonable fee if your
request for access is clearly unfounded or excessive. Alternatively, we may
refuse to comply with the request in such circumstances.
What we may need
We may need to request specific information from you to help us
confirm your identity and ensure your right to access the information (or to
exercise any of your other rights). This is another appropriate security measure
to ensure that personal information is not disclosed to any person who has no
right to receive it.
Time limit to respond
We try to respond to all
legitimate requests within one month. Occasionally it may take us longer than a
month if your request is particularly complex or you have made a number of
requests. In this case, we will notify you and keep you updated.
Complaints to the regulator
If you do not think that we have processed your
data in accordance with this notice you have the right to make a complaint at
any time to the Information Commissioner's Office (ICO), the UK supervisory
authority for data protection issues. You can contact them by going to their
website at ico.org.uk, phoning them on 0303 123 1113 or by post to: Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
This website is operated by
Hessle Travel (“we”, “us” or “our” in these conditions).
Hessle Travel is a
trading name of Hessle Travel, 19 Prestongate, Hessle, HU13 0RD.
We are an
Accredited Body Member of The Midcounties Co-operative Travel Consortium. By
accessing, using, browsing or booking on this website you agree you have
read, understood and are bound by these Website Conditions and by the booking
conditions of the principal you enter a contract with. Nothing on this website
shall constitute an offer to provide
goods or services.
The holidays and
other services on this website are only available for purchase by those who are
aged 18 or over, who are making the purchase from within the UK and who have
a UK address to which booking documentation may be sent. The business and the
services we offer are governed by the applicable laws of England and Wales. We
are not licensed to
trade outside of the United Kingdom therefore we cannot
accept booking requests from individuals who are not based in the UK. We do
not accept bookings made by travel agents or other agents appointed on behalf of
members of the public.
Any bookings made in contravention of these conditions
will be invalid and will be cancelled. In such circumstances, a refund will
be given (less any charges we incur from the supplier), but we also reserve the
right to charge an administration fee of £100 per booking.
and/or representations of any kind, express or implied, are given as to the
compliance of the information shown on this site, the services offered, or
any information relating to such services and our business in any respect with
any laws of any country other than the laws of England and Wales. Access to this
site is conditional on your agreement
that all information contained in it
and all matters which arise between you and us will be governed by English law.
Access is further conditional on your agreement that any dispute or matter
which arises between you and us will be dealt with exclusively by the Courts
of England and Wales (unless you have booked your holiday in Scotland or
Northern Ireland, in
which case any disputes may be dealt with in the local
courts in either country, as applicable). We reserve the right to deny access
to this site at any time without notice. Without prejudice to the foregoing
provisions, we are entitled to the benefit of any applicable exclusions
and/or limitations of liability permitted by the laws of any country found to be
applicable to the information shown on this site and/or to any services offered
via this website.
The Co-operative Travel Consortium part of The Midcounties
Co-operative Ltd is a member of ABTA and an Accredited Body of the CAA (who
operate the ATOL scheme), which means you benefit from booking with an ABTA
member and we can sell ATOL protected flights and flight inclusive packages.
Head Office: The Waterfront, 62 Wolverhampton Street,
Walsall, West Midlands,
WS2 8DD. Registered Office: Co-operative House, Warwick Technology Park,
Warwick, CV34 6DA.
Registered in England as a Community Benefit Society under
When you use this website you agree to be bound by the following
You accept financial responsibility for all transactions made
under your name or account
You confirm you are 18 years of age or over and
have legal capacity to make a booking.
You warrant that all information you
provide about yourself or anyone else is true and accurate.
You will not
use this site for speculative, false or fraudulent bookings.
You will not
use this site to transmit threatening, defamatory, pornographic, political, or
racist material or any
material that is otherwise unlawful.
You will not
modify, copy, transmit, distribute, sell, display, license or reproduce this
site or any of its content in any
way, except that one copy of any
information contained within this site that is relevant to you or your booking
be made for personal, non-commercial use.
You will make use of the
security devices that we offer on this site and you will keep any passwords
The booking conditions of the principal contain limitations and
exclusions of liability to any person(s) who books and/or takes any of the
holidays and/or travel arrangements advertised on this site. Cancellation and
amendment charges are payable if a booking or other purchase is cancelled or
amended by you after it has been confirmed. No warranties,
representations of any kind, express or implied, are given as to the nature,
standard, suitability or otherwise of any services offered via this website.
We shall not be liable for any loss or damage of whatever nature (direct,
indirect, consequential or other) which may arise as a result, directly or
indirectly, from the use of any of the
information or material contained in
this website and/or use of or access to any other information or material via
web links from this site or any inability to access or use this website.
These exclusions of liability apply only to the extent
permitted by law. If
any of these exclusions, in whole or part, is found to be unlawful, void or for
any other reason unenforceable, that exclusion or part of the exclusion shall
be deemed severable and shall not affect the validity or enforceability of
the other exclusion(s) or part(s) of the exclusion(s) in question.
this website is free and you access and use it entirely at your own risk. This
site is provided on an 'as is' and 'as available' basis. We accept no
liability in respect of your inability to access or use the site at any time,
nor for any failure
to complete any transaction. We do not warrant that the
site is free from computer viruses or other properties that may cause loss or
damage. We do not accept any liability for any losses or claims arising from the
downloading of viruses, or from the loss, corruption or other adverse effects
to material that is downloaded or to any programs or data already on your own
computer, nor for any website browser incompatibility problems. We accept no
liability for breaches of security arising out of intentional and/or
unauthorised attempts to access this site, for example, by computer hackers. We
accept no responsibility for any material supplied for this site by
independent contributors. The inclusion of any links on this site does not
imply that we endorse or accept any responsibility for the linked site, its
content or its provider. Access to alinked site will be subject to that
site's own terms and conditions, to which you must refer.
We reserve the
right to change or update these Website Conditions from time to time without
prior notice to site users. The current version of the Website Conditions
will be displayed on this website from the date on which any changes come
into effect. Continued use of this website following any changes to the
conditions of use shall constitute your acceptance of such changes.
holidays and prices advertised on this website are not 'live'. Although prices
and availability of holidays are updated very regularly, holidays are subject
to availability and prices can change at any time. When you make a search on our
website for a specific holiday, our website will then check the live
availability and the current price with the tour
system, therefore please allow for changes to occur before your final price is
We may change any of the content of this website at any time
without notice and without liability to you, including adding or removing
discounts, offers, holidays, or other features or services. We take all
reasonable steps to ensure that all information on this website is accurate
but cannot guarantee that this website is free of any errors. If any price shown
on this website is obviously a mistake (i.e. is so low that any person,
acting reasonably, would realise that it cannot be an accurate price), then
any booking made based on such price will not be valid and we will be entitled
to cancel any such booking and to provide you with a full refund. The prices
and discounts shown on this site are applicable to bookings made via this
site only and may vary from prices available via any other booking channels.
We reserve the copyright and all proprietary rights in this website and all its
content. All intellectual property rights (including, without limitation,
copyright and rights in and to databases and trade marks) subsisting in this
site and its content, and in the software and source materials used in
connection with it, are owned by us or by our parent or affiliate
or by our licensors. The trading names and any other marks, logos and graphics
displayed on this website are registered trade-marks and you are not granted
any right or licence to use them.
10. YOUR (AGENCY) TERMS OF BUSINESS
Hessle Travel Terms of Business
TERMS APPLY FOR NEW BOOKINGS FROM 1 JULY 2018. FOR EARLIER BOOKINGS THE TERMS
PROVIDED AT THE TIME OF BOOKING WILL CONTINUE TO APPLY.
otherwise specified, we The Midcounties Co-operative Limited act only as an
agent or sub-agent in respect of all bookings we take and/or make on your
These are the terms on which we will make a booking for your travel
or holiday requirements. When making your booking we will arrange for you to
enter into a contract with the supplier(s) (e.g. tour operator/airline/cruise
company) named on your receipt(s). We can book you a
package holiday with one company or we can book the services that make up
your holiday with different principals or suppliers, in which case you will have
separate contracts with each of them. As agent we accept no responsibility
for the acts or omissions of the supplier(s) or for the services provided by
them. The supplier’s (s’) Terms & Conditions will apply to your booking and
we advise you to read these carefully as they do contain important
information about your booking. Please ask us for copies of these if you do not
have them. We may organise our own packages
as agent for the various travel
service suppliers. In that case these Terms should be read in conjunction with
our Package Holiday Booking Conditions and the Terms and Conditions of the
travel service suppliers. Our Agency Terms are governed by English Law
the jurisdiction of the English Courts. You may however, choose the law and
jurisdiction of Scotland or Northern Ireland if you live there and wish to do
so. All travel arrangements which we provide or which are sold through us are
not an offer by us to
sell any travel arrangements, but an invitation to you
to make an offer to the suppliers of the arrangements. We are free to accept
that offer on behalf of those suppliers or to reject it.
1. Booking and
When you make a booking you guarantee that you have the authority to
accept and do accept on behalf of your party these booking conditions. In
order to confirm your chosen arrangements, you must pay a deposit as required
by the supplier of the arrangements in question (or full payment if requested at
the time of booking). You must also pay
all applicable insurance premiums and
booking fees. Your booking is confirmed and a contract between you and the
supplier will exist when we send you confirmation on their behalf. Please
check your confirmation carefully and report any incorrect or
information to us immediately. Please ensure that names are exactly as stated in
the relevant passport. As we act only as booking agent, we have no
responsibility for any errors in any documentation except where an error is made
by us. Any changes to the details will incur a charge determined by the
supplier(s) booking conditions. 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 be provided to public authorities such as customs or immigration
if required by them, or as required by law. This applies to any special
category (sensitive) information that you give to us such as details of any
disabilities, or dietary and religious requirements. In making this booking, you
consent to this information being passed on to the relevant persons. Certain
information may also be passed on to security or credit checking companies. If
you are travelling to the United States, the US Customs and Border Protection
will receive this information for the purposes of preventing and combating
terrorism and other transnational serious crimes. If you travel outside the
European Economic Area, controls on data protection may not be as strong as
the legal requirements in this country. If we cannot pass this information to
the relevant suppliers, whether in the EEA or not, we will be unable to provide
your booking. Full details of our data protection
policy are available upon
If you have paid a deposit, you must pay the full balance by the
balance due date notified to you. If full payment is not received by the
balance due date, we will notify the supplier who may cancel your booking and
charge the cancellation fees set out in
their booking conditions. If you have
paid a ‘low deposit’ the balance of the full deposit must be paid by the due
date notified to you and then the full balance as that becomes due. Except
where otherwise advised or stated in the booking conditions of the
concerned, all monies you pay to us for arrangements will be held on behalf of
the supplier(s) concerned.
2. Accuracy of Prices
We reserve the right to
amend advertised prices at any time. We also reserve the right to correct errors
in both advertised and confirmed prices. Special note: changes and errors
sometimes occur. You must check the price of your
chosen arrangements at the
time of booking.
Many suppliers require you to take out travel
insurance as a condition of booking with them. In any event, we strongly
advise that you take out a policy of insurance in order to cover you and your
party against the cost of cancellation by you; the cost of assistance
(including repatriation) in the event of accident or illness; loss of baggage
and money; and other
expenses. If we have issued your policy please check it
carefully to ensure that all the details are correct and that all relevant
information has been provided by you (e.g. pre-existing medical conditions).
Failure to disclose relevant information will affect
4. Special requests
If you have any special requests (for example dietary
requirements, cots or room location), please let us know at the time of
booking. We will pass on all such requests to the supplier, but we can't
guarantee that they will be met and we will have no liability to you if they
5. Changes and Cancellations By you Any cancellation or amendment
request must be made by the lead name and sent to us in writing, by email or
post, and will take effect on the day we receive it. Proof of posting is not
proof of receipt, therefore you are
advised to also confirm all changes by
telephone. Please ensure that you have received written confirmation of any
changes to your booking prior to travel. Whilst we will try to assist, we
cannot guarantee that such requests will be met. Amendments and
cancellations can only be accepted in accordance with the terms and conditions
of the supplier of your arrangements. The supplier may charge the
cancellation or amendment charges shown in their booking conditions (which may
be as much as 100%
of the cost of the travel arrangements and will normally
increase closer to the date of departure). In addition we may charge an
administration fee of £25 per person.
Most scheduled airlines do not allow
changes, and therefore full cancellation charges will usually apply. Most 'no
frills' airlines have cancellation charges of 100% from time of booking.
By the Supplier We will inform you as soon as reasonably possible if the
supplier needs to make a significant change to your confirmed arrangements or
to cancel them. We will also liaise between you and the supplier in relation to
any alternative arrangements offered by the supplier but we will have no
further liability to you.
6. Our responsibility for your booking Your
contract is with the supplier and its booking conditions apply. As agent, we
accept no responsibility for the actual provision of the arrangements. Our
responsibilities are limited to making the booking in accordance
instructions. We accept no responsibility for any information about the
arrangements that we pass on to you in good faith. However, in the event that
we are found liable to you on any basis whatsoever, our maximum liability to you
is limited to
twice the cost of your booking (or the appropriate proportion
of this if not everyone on the booking is affected). We do not exclude or
limit any liability for death or personal injury that arises as a result of our
negligence or that of any of our employees whilst acting in the course of
7. Financial Protection. All the package holidays we sell,
including those that we might organise for you, come with protection for your
money. If you buy a single travel service then this might not apply. . If we
sell you a Tour Operators Package we may also sell you a separate travel
service from anther supplier. As a Package is not a travel service in itself,
the Tour Operator will be responsible entirely for the Package as the
Organiser. Any other sale would not create a new package or make us an Organiser
according the Package Travel and Linked Travel Arrangements Regulations. Package
holidays are protected by the package organiser and we will provide you with
their confirmation. When you buy an ATOL protected flight or flight inclusive
from us you will receive an ATOL Certificate. This lists what is
financially protected, where you can get information on what this means for
you and who to contact if things go wrong.
A) WHEN WE SELL FACE TO FACE.
after selecting and paying for one travel service, you book additional travel
for your trip or holiday via our company, you will NOT benefit from
rights applying to packages under the Package Travel and
Arrangements Regulations 2018. Therefore, we will not be responsible for the
proper performance of the
individual travel services. In case of problems
please contact the relevant service provider.
B) WHEN BOOKING ONLINE.
after selecting and paying for one travel service, you book additional travel
your trip or holiday via our company, you will NOT benefit from
rights applying to packages under the Package Travel and Linked
Arrangements Regulations 2018. Therefore, our company will not be responsible
for the proper performance of the
individual travel services. In case of
problems please contact the relevant service provider.
C) WHEN WE SEND LINKS
TO OTHER WEBSITES.
If you book additional travel services for your trip or
holiday via this
link/these links, you will NOT benefit from rights applying
to packages under the Package Travel Regulations. Therefore, our company will
not be responsible for the proper performance of those additional travel
services. In case of problems please
contact the relevant service provider.
However, if you book any additional travel services A) during the same visit to
or contact with our company, B) during the same visit to our company’s
booking website, or C) via links we provide not later than 24 hours after
receiving the confirmation of the
booking from our company, the travel
services will become part of a linked travel arrangement. In that case we have,
as required by the Package Travel and Linked Travel Arrangements Regulations
2018, protection in place to refund your payments to us for
performed because of our insolvency. Please note that this does not provide a
refund in the event of the insolvency of the relevant service provider.
have taken out insolvency protection with ABTA – The Travel Association. You can
contact ABTA at 30 Park Street, London, SE1 9EQ; firstname.lastname@example.org; 0203 758
8779) if services are denied because of our insolvency.
Note: This insolvency
protection does not cover contracts with parties other than with us, which can
be performed despite our insolvency.
A copy of the Package Travel and
Linked Travel Arrangements Regulations 2018 can be found at
8. Passport, visa
and health requirements. We can provide general information about the passport
and visa requirements for your trip. Your specific passport and visa
requirements, and other immigration requirements are your responsibility and you
should confirm these with the relevant Embassies and/or Consulates. Neither we
nor the supplier(s) accept any responsibility if you cannot travel because
you have not complied with any passport, visa or immigration requirements.
Please note that these
requirements may change between booking and departure.
Most countries now require passports to be valid for at least 6 months after
your return date. Please ask us for full details. We can provide general
information about any health formalities
required for your trip but you
should check with your own doctor for your specific circumstances in good time
before your departure.
9. Accommodation Ratings, Standards and
Information. All ratings are as provided by the relevant supplier. These are
intended to give a guide to the services and facilities you should expect
from your accommodation. Standards and ratings may vary between countries, as
well as between suppliers. We cannot guarantee the accuracy of any ratings
given. All descriptions and content on our website or otherwise issued by us
is done so on behalf of the supplier(s) in question are intended to present a
general idea of the services provided by the supplier(s) in question. Not all
details of the relevant services can be included on our
website. All services
shown are subject to availability. If you require any further details, in
respect of any accommodation or any other services please contact us.
Complaints Because the contract for your arrangements is between you and the
supplier, any queries or concerns should be addressed to them. If you have a
problem whilst on holiday, this must be reported to the supplier or their agent
you fail to follow this procedure there will be less
opportunity for the supplier to investigate and rectify your complaint. The
amount of compensation you may be entitled to may therefore be reduced or
extinguished as a result. If you wish to complain
when you return home, write
to us. You will see our name and contact details in any confirmation documents
we send you. If the matter cannot be resolved and it involves us or another
ABTA member then you have the option to use ABTA’s ADR scheme,
the Chartered Trading Standards Institute. See clause 13 and
Final Travel Arrangements Please ensure that all your travel, passport, visa and
insurance documents are in order and where applicable you arrive in plenty of
time for checking in at the port or airport. For flights it may be necessary to
reconfirm your flight with the airline prior to departure. If you fail to
reconfirm you may be refused permission to board the aircraft and you are
unlikely to receive any refund.
12. Delivery of Documents All documents (e.g.
invoices/tickets/Insurance policies) that require to be posted will usually be
sent to you via Royal Mail. Once documents leave our offices we will not be
responsible for their loss unless such loss is due to our
tickets or other documents need to be reissued all costs must be paid by you.
13. ABTA We are a member of ABTA, membership number N0787. We are obliged to
maintain a high standard of service to you by ABTA’s Code of Conduct. We can
also offer you ABTA’s scheme for the resolution of disputes which is approved by
Chartered Trading Standards Institute. If we can’t resolve your
complaint, go to www.abta.com to use ABTA’s simple procedure.
information on the Code and ABTA’s assistance in resolving disputes can be found
on www.abta.com. You can also access the European Commission Online Dispute
(ODR) Resolution platform at http://ec.europa.eu/consumers/odr/ This ODR
platform is a means of registering your complaint with us; it will not determine
how your complaint should be resolved.
Useful Travel Websites
Passport & Visa - www.ukpa.gov.uk
General health advise - www.dh.gov.uk
We recommend that you check with your GP, Practice Nurse or Travel Health Clinic
for specific guidance.
Foreign & Commonwealth Office advise -