In the sale of charter flights Globepost Limited (part of the lastminute.com plc group) acts as agent for various third party suppliers. The contract for the charter flight will be between you and the relevant supplier and you will be subject to their terms and conditions. For your ease of reference those terms and conditions are listed below.
In addition as we incur cost in administrating cancellations and modifications, if you ask us to administer any relevant cancellation and/or amendment on your behalf we will charge an administration fee of £45. Please be aware that this fee will be in addition to any charge you may have to pay the supplier.
1. Terms and conditions when the supplier is Avro
All bookings are subject to the following terms and conditions. Please read them carefully. In these terms and conditions “we” “us” and “our” means Avro PLC or Cosmos Holidays plc.
We sell flights. Your contract will be with us and is subject to the terms and conditions below.
The Head Office of Avro PLC & Cosmos Holidays plc is at Wren Court, 17 London Road, Bromley, Kent, BR1 1DE. Both companies are Registered in England – Avro No:1779584, Cosmos No:209864 and our Registered Address is Prospect House, London Luton Airport, Luton, Beds LU2 9NU. Both Companies are members of ABTA:-Avro No:V1021, Cosmos No:V0531. When you buy an ATOL protected flight from us, you will receive a confirmation invoice or email from us (or from our authorised Travel Agent if you didn't book direct with us) confirming your arrangements and your protection under our Air Travel Organiser's Licence number. Avro ATOL:1939 -Cosmos ATOL:2375. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk
Once you have booked and paid your deposit or full payment as applicable, we will reserve your flight on the basis of these terms and conditions. Your booking will be taken as confirmed in respect of all persons named on your booking and a binding contract between us will come into existence when we send our Confirmation Invoice to you.
Your contract with us and all matters and disputes which arise out of it is governed by English Law. We both agree that any dispute, claim or other matter will be dealt with by the English Courts unless you live in Northern Ireland or Scotland, in which case the courts of Northern Ireland or Scotland (as appropriate) will deal with any disputes.
N.B. Your calls may be recorded or monitored as part of our customer service training scheme. A copy of our privacy statement is published on our Websites:-avro.co.uk or cosmos-holidays.co.uk. Alternatively, you may wish to request a copy from us on 0871 423 8551. Calls cost 10 pence per minute plus network extras.
1. How do I make a booking?
You can make your booking through a travel agent or through our website www.avro.co.uk or by telephoning us direct on 0871 423 8550. Calls cost 10 pence per minute plus network extras. All monies you pay to one of our authorised travel agents for your booking with us will be held by the agent, unti they are paid to us or refunded to you. Full payment for bookings made via our Website is required at the time of booking. For all other bookings you must pay a deposit, you will be advised of the amount at the time of booking. There may be an Administration Charge if you book within 10 weeks of departure.
Insurance premiums (if required) are due at the time you make your booking. You must pay the rest of your balance (if applicable) 12 weeks (84 days) before you depart. If for any reason the balance is not received by us or your Travel Agent on time, we or your Travel Agent will write and tell you that the payment is overdue. If it is still not received by us or your Travel Agent within 7 days of the written reminder being sent out, we will be entitled to treat your booking as cancelled by you and keep your deposit. If we do not cancel straight away because you have promised to make payment, you must in addition pay the cancellation charges shown in section 7 depending on the date we reasonably treat your booking as cancelled. If you book your travel arrangements 12 weeks or fewer before departure you must pay the full cost at the time of booking.
Payment can be made by credit/debit card, but if you wish you may pay the balance by cheque or postal order. For any payments made by credit card, there will be a processing charge which will be advised to you at the time of booking.
2. Following confirmation of your travel arrangements, we will issue a confirmation invoice. Please check the invoice and all other documents you receive from us (including itineraries, any tickets and insurance details) as soon as you receive them. Contact us immediately if any information which appears on the confirmation seems to be incorrect or incomplete, as it may not be possible to make changes later. You will be responsible for any costs and expenses involved in doing so except where we made the mistake. We regret we cannot accept responsibility for any inaccuracies due to any Booking Conditions mistake on our behalf if we are not notified of these within ten days of our sending it out (five days for flight details). We will, however, do our best to rectify any inaccuracies notified outside these time limits and there are good reasons why you did not contact us within the time limit.
We reserve the right to decline to confirm or cancel any booking(s) where we, in our reasonable opinion, suspect the booking may be fraudulent including but not limited to where booking details are not consistent.
To the best of our knowledge all our published information is correct at the time of publication. It does not commit any of the carriers/independent organisations mentioned or any carrier whose services may be used by us in the course of any flights. Please note, advertised information and prices may have changed by the time you come to book your chosen travel arrangements. Whilst every effort is made to ensure the accuracy of information and prices, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements with your travel agent or us at the time of booking. Where there appears to be an obvious pricing error your travel agent has an obligation to point out such pricing errors to us.
Our Obligation To You
3. If we change or cancel your flight before you leave. Our programme is planned many months in advance and occasionally we may have to make changes to and correct errors in published details both before and after bookings have been confirmed and we may also cancel confirmed bookings. We must reserve the right to do so.
Occasionally, we have to make a “significant change”. A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know, we can reasonably expect to have a significant effect on your travel arrangements. Significant changes are likely to include (but are not limited to) the following changes when made before departure.
A change in the time of departure or return by more than 12 hours from the original.
A change of your departure airport (except between any of Gatwick, Heathrow, Luton and Stansted).
A change of destination airport where the new destination airport is reasonably more inconvenient for you.
A change in your flight from a day flight to a night flight if the time of your departure has changed by more than 4 hours. A night flight is one planned to depart from the UK between 22.00 and 05.59 hours.
If after making your booking we are advised that an aircraft will stop en route, we will advise you as soon as reasonably possible. However, such a change will not constitute a significant change.
If we make a significant change or cancel your booking we will tell you as soon as possible. If there is time to do so before departure, we will offer you one of the following options.
(1) accept the change and receive compensation as shown in scale A below, or (2) cancel or accept the cancellation and receive a full refund with compensation as shown in scale B below or (3) (if we can and there is time to do so before departure), we will also offer you at least one alternative charter flight of equivalent or higher standard (if this is less expensive than your original flight we will refund the difference but if it is more expensive we will not ask you to pay any more) together with compensation as shown in scale A/B below as appropriate. If you decide not to take the alternative we specifically offer you, you may purchase any other available flight from us at the applicable price. NB. The compensation shown below is the minimum we will pay you depending on the exact circumstances and the date the change or cancellation is made.
Minimum Compensation for each full fare-paying passenger
Scale A If you accept
No. of days notice we give you before departure Compensation in £’s sterling
0 -7 Days 40
8 -14 Days 30
15 -28 Days 20
29 -56 Days 10
57 – 70 Days 5
71 Days or more Nil
Scale B If you cancel
No. of days notice we give you before departure Compensation in £’s sterling
0 -7 Days 20
8 -14 Days 15
15 -28 Days 10
29 -56 Days 5
57 – 70 Days 5
71 Days or more Nil
However, compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of any of the events listed in clause 4 (Important note) below. No compensation is paid for minor changes. A minor change is any change which we could not reasonably expect to have a significant effect on your travel plans. No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).
Very rarely, we may be forced by "force majeure" (see clause 4) to change your return flight after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
At the time of making your booking direct with us or through your travel agent, we will advise the most up to date timings before the booking is confirmed. Timings are for guidance only and may change. The actual timings will be shown on your itinerary for ticketless flights or on your tickets, which you must check very carefully. It is possible that timings may be changed even after itineraries/tickets have been dispatched -we will contact you as soon as possible if this occurs.
4. Important Note
Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept any liability, pay compensation or welfare expenses where the performance of our contractual obligations is prevented or affected or you otherwise suffer any damage or loss as a result of circumstances or events beyond our control. Such circumstances and events include (but are not limited to) war, threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire, technical problems with aircraft or transport, closure or congestion of airports, runways, bad weather, epidemics or health risks, insolvency of airlines and all similar events beyond our control.
5. If you want to change or cancel your booking If you want to change your booking details in any way, we will try to help you, although we cannot guarantee that we will be able to do this. The following charges apply for changes in addition to any difference in price. If there is any increase in the fare available at the time you request any change, you will be liable to pay the higher fare. You will also have to pay any additional costs or charges incurred or imposed by any of our suppliers. We cannot transfer insurance premiums.
Name Change
Time before departure when change request is received by us Cost in £’s sterling per name change
71 days or more 30
57 – 70 Days 30
29-56 days 40
15-28 days 40
0-14 days 50
Other Changes
Time before departure when change request is received
by us
Cost in £’s sterling per change
71 days or more 30
57 – 70 Days 40
29-56 days Cancellation charges apply
15-28 days Cancellation charges apply
0-14 days Cancellation charges apply
If you want to cancel the whole or part of, your booking after we have accepted it, the passenger who made the booking must send signed instructions to your travel agent or us. We will ask you to pay cancellation charges on the scale shown below. These charges reflect our estimated loss as a result of dealing with your booking to the point of cancellation and any other losses we may sustain. If you have booked direct with us on the Web and have therefore paid in full at the time of booking, a sum equivalent to the current Deposit (£100) will be retained.
Cancellation charges
Time before departure
When we receive change
request.
Cancellation charges are shown as a percentage of the total
booking cost. Fees referred to in clause 6 are non refundable.
71 days or more Deposit
57 – 70 Days 40%
29-56 days 60%
15-28 days 80%
0-14 days 100%
6. Fees
Insurance premiums, credit card charges, the ATOL Protection Contribution (APC), charges for pre- booked or extra leg room seats, name change and other amendment fees are not refundable in the event of your cancellation. However, if you have taken our travel insurance you may be able to recover the cancellation charges less the applicable excess from the insurance company depending on the reason for your cancellation. Claims must be made to the insurance company direct.
7. Travel Insurance
When you book travel arrangements with us, you must take out the travel insurance we offer or another policy that offers the same or greater protection. You have the right to cancel the policy you purchase from us, and receive a full refund if you cancel our insurance within 14 days of making the booking, providing that you have not travelled or made a claim on the policy. The cost of medical treatment, repatriation and other services overseas can be high. An insurance policy cannot be transferred to another person under any circumstances. Please read your policy details carefully and take them with you when you travel. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We do not check alternative insurance policies.
8. Behaviour
You must be responsible for the behaviour of yourself and your party. We can refuse to accept you as a customer or refuse to continue dealing with you by terminating your arrangements if your behaviour, or the behaviour of any member of your party, is, or is likely to be, in our reasonable opinion, or in the reasonable opinion of the Captain of the Vessel, the Airline Pilot, Accommodation supplier, or any other person in authority, disruptive, upsetting or dangerous to yourself or anyone else, or if you have caused, or are likely to cause, damage to property. We will not pay any refund, compensation or any other sum whatsoever or any costs or expenses incurred by you or your party if we have to terminate your arrangements due to any of the above or similar unacceptable behaviour. In this situation we will have no further responsibility for you (including your return travel arrangements). If your unacceptable behaviour means you are not able to board an outbound flight from the UK (or any ferry, train or other transportation) then we will treat your booking as cancelled from that moment and you will be liable for any cancellation charges as shown in the table in Clause 5.
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 must be paid direct at the time to us or to any other supplier or any person in authority. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions.
9. Travel Documents
The passport, visa and health requirements applicable at the time of printing to British citizens for the flights we offer are shown, on the Foreign and Commonwealth Office website: www.fco.gov.uk. A full British passport presently takes approximately 12 weeks to obtain although at certain times of the year this may be longer. Requirements may change and you must check the up to date position in good time before departure. All airlines now require first and last names. This must be the name that appears on your passport which must also be the name given for your booking with us. It is your responsibility to ensure this information is correct on your invoice and other documentation, or the person concerned will be refused carriage. British Citizens must hold a 10-year British Passport valid for at least 6 months after their return date of travel, and for certain destinations longer. If you are travelling to the USA every traveller (including children) must have an (Electronic System for Travel Authority (ESTA) and their own machine-readable passport. Anyone without a machine- readable passport will need a visa to travel to the USA. ESTA is a web-based, on-line form for citizens and eligible nationals of the previous ‘Visa Waiver Program’. To apply for advance authorisation to travel to the United States, you must go to:-https://esta.cbp.dhs.gov
In order to comply with UK and Foreign Government security requirements, you are required to go to a designated website & provide personal data as determined from time to time by the UK E-Borders Agency, Advance Passenger Information System (APIS) and “SecureFlight”. Please also see our website for our Data Protection & Privacy Policy.
Information on traveller’s health is available from the Department of Health in their leaflet “Health Advice for Travellers” available free from your local DoH office, or by calling 0800 555 777, on their website: www.nhs.uk/healthcareabroad where you will also find all the information you need about how UK Residents can obtain free or reduced-cost healthcare when visiting a European Union country using an EHIC Card. You can get a card from the NHS Website or by calling 0845 606 2030.
It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel.
10. Special Requests
We will try to pass on any special requests you tell us about when you book but we cannot guarantee they will be met. We will not always be able to tell you before you leave if we cannot meet your special requests. If your special request is vital, it must be specifically agreed with us before or at the time you book your travel arrangements. We promise to comply with any special request which we have specifically agreed. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a 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.
11. If you have a problem
If you have a problem with any aspect of your flight, you must report it to the Airline or other supplier or their agent as soon as possible, certainly within 7 days. If your problem cannot be resolved, you must write to our Customer Services Department within 28 days of the date you travelled on the flight on which you experienced the problem, providing your booking reference. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within twelve months of the date of return from holiday. Outside this time limit arbitration under the Scheme may still be available if we agree, but the ABTA Code does not require such agreement. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
12. Flight Information
The flights referred to are planned to be operated by UK and European charter airlines including our sister company Monarch Airlines. We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight. We reserve the right to change airlines, aircraft types or destination airport at any time. Except for a change of destination airport, any such change will not constitute a significant change entitling you to cancel or take an alternative flight without paying our normal charges. All UK Charter Airlines have a strict no smoking policy throughout the aircraft. In accordance with EU Directive – (EC) No.2111/2005, Article 9, we are required to bring to your attention the existence of a ‘Community list’, which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at www.europa.eu
13. Conditions of suppliers.
Independent suppliers provide the services which make up your flights. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request either from us or from the supplier concerned.
14. Liability
In respect of the Charter flights we sell we enter into a direct contract with you to ensure that you are protected by CAA ATOL Regulations (see above). In the event that we are found liable in relation to the flight itself or for the airline's acts or omissions in any respect or on any basis whatsoever, the maximum amount of compensation we will have to pay you will be limited to the maximum amount the airline would have to pay you in accordance with applicable International Convention(s) or Regulation(s) (for example, the Warsaw Convention as amended, and the Montreal Convention 1999 for international travel by air and/or for airlines with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability No. 2027/97 as amended by EC Regulation No. 889/2002 for national and international travel by air). Please note, the airline is also entitled to limit it’s liability to you in accordance with such applicable International Convention(s) or Regulation(s). Where an airline 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. Similarly, any claims under EC Regulation 261/2004 – the Denied Boarding Regulations 2004 must be pursued directly with the airline responsible. When making any payment, we are entitled to deduct any money which you have received or are due to receive from the airline for the complaint or claim in question. Air carrier liability notice for passengers and their baggage
NB. The information notice below is required to be given by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of the Regulation or the Montreal Convention. It does not form part of the contract between the carrier(s) and you. No representation is made by the carrier(s) as to the accuracy of the contents of this notice.
Please note however that the notice is inaccurate. It states that for damages up to 100,000 SDRs the air carrier cannot contest claims for compensation. However, the Regulation and the Montreal Convention state that for damages up to 100,000 SDRs in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, the carrier cannot exclude or limit its liability except where there is contributory negligence. Also the limit of the air carrier's liability for baggage delays, destruction, loss or damage to baggage is 1,000 SDRs in total and not, for example, 1,000 SDRs in respect of delay and 1,000 SDRS in respect of damage where both have occurred to the same baggage. The statement that if the name or code of an air carrier is indicated on the ticket, that carrier is the contracting carrier, does not apply in all cases.
Compensation in the case of death or injury.
There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approx. £95,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
Advance payments
If a passenger is killed or injured, the air carrier must make an advance payment to cover immediate economic needs within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRS (approx. £15,000).
Passenger Delays
In case of passenger delays, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,150 SDRS (approx. £3,900).
Baggage Delays
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1.000 SDRs (approx. £950).
Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approx. £950). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
Higher limits for Baggage.
A passenger can benefit from a higher liability limit by making a special declaration at the latest at check in and by paying a supplementary fee.
Complaints on Baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger’s disposal.
Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
Time limit for action
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
Basis for the information
The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of Member States.
ESSENTIAL INFORMATION
1. What's included in the price?
•
Flight(s) to and/or from your destination airport. All Airport and security charges in the UK and abroad and compulsory Government Taxes and VAT.
•
Hand baggage
One item of hand baggage per person.
Maximum weight of hand baggage must not exceed 5kg per person.
Total dimensions of hand baggage must not exceed 56cm x 45cm x 25cm.
2.
And What's Extra?
a.
Travel insurance: see section 7
b.
An administration fee for late bookings applies to ensure you have all the correct documentation for your flight. Please ask at the time of booking for further details.
c.
Hold Baggage -Your flight price does not include hold baggage (bags you check-in). However you may add 20kg of hold baggage allowance when you book your flight. It is a good idea to book this in advance as you will be charged an excess fee if you arrive with hold baggage when you check-in at the airport prior to departure and it was not pre-booked.
d.
Excess baggage charges and fees for carriage of sport or other equipment. Most Airlines levy a charge for the carriage of golf clubs and a non-refundable administration fee for the provision of oxygen. For further information and prices please contact us on 0871 423 8551. Calls cost 10 pence per minute plus network extras.
e.
Anything else not specifically included in the cost of your chosen flights.
f.
An arrival tax of £10 is required in Turkey, payable in sterling, Scottish notes or Euros. Baggage allowances may be subject to change at any time, so please double check these details prior to travel.
3. When can I expect to receive my tickets?
There is an increasing trend towards e-tickets / ticketless travel, but normally, you will receive your itinerary or tickets about 3 weeks before departure. If you book your flights close to your departure date, it may be necessary to collect your tickets at the point of departure and a fee for this service will be charged at the time of booking.
4. Infants
An infant requires a passport. Infants have no baggage allowance. One infant less than 2 years old on the date of the return journey may sit on a parent's lap on a flight for which there will be a fee. You may purchase a seat for your infant provided you bring along an approved child's car seat. Further information is available upon request.
5. Unaccompanied Minors
We may only accept bookings made by an “adult” – i.e., a person aged 16yrs or older. Children under 16 years of age on the date of travel must be accompanied by someone aged 16 years or over. Please contact us for more details.
6. When should I check in?
Please check-in for your flight approximately 2.5 hours before the departure time on your ticket. We are unable to confirm specific seats. If you arrive at the airport later than the specified check-in time we will not accept responsibility if you are unable to travel. Your ticket cannot be transferred or refunded. For security reasons all members of your party must be present when checking in for a flight.
7. Information about my destination
There may be information from the Foreign Office relating to the country you are visiting. For details you can telephone the Foreign Office on 0845 850 2829 or visiting their website at www.fco.gov.uk. You can also contact your travel agent.
8. Are there any health regulations?
If you are pregnant, please check to ascertain whether the airline on which you will be flying will accept your reservation as restrictions may apply, before you confirm your booking. Lengthy periods of immobility can increase the risk of Deep Vein Thrombosis (DVT), but there are simple steps you can take to reduce susceptibility. Take plenty of non-alcoholic drinks, get up and move about whenever possible, do some simple leg and foot exercises. Your airline may demonstrate the type of exercise. Consult your GP if you are concerned about your fitness to fly.
Valid for all bookings made from 1 October 2011
Published Sept 2011
2. Terms and conditions when the supplier is Teleticket
When you make a booking you guarantee that you have the authority to accept, and do accept on behalf of your party, these Terms and Conditions. You also guarantee that you are at least 18 years of age. Please therefore read these Terms and Conditions carefully. All flight bookings are made by you and accepted by us subject to these Terms and Conditions. Any variations to these Terms and Conditions shall only be valid if they agreed to by a director of the company (detailed below) in writing.
Your contract for your flight is with Airborne Representation Limited T/A Teleticket (company registered number: 05991705), whose principal office is at 4th Floor 20 New Road Brighton, BN1 1UF. When you buy an ATOL protected air flight from Teleticket you will receive a confirmation invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 9412. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advanced booking. For further information, visit the ATOL website at www.atol.org.uk. The price of our air flight includes the amount of £1 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. It is also agreed by both parties that this contract is deemed to have been made at our offices and is subject to the laws of England and any dispute or claim under it will be submitted to the non-exclusive jurisdiction of the English courts (if you live in England or Wales) or the Scottish courts (if you live in Scotland). Any money paid by a customer to a travel agent in respect of flights is held by the travel agent on our behalf under the standard terms which apply to our ATOL licence issued by the Civil Aviation Authority.
When you book a flight with us you accept responsibility for the proper conduct of you and your party. We reserve the right to terminate your booking, or that of any member of your party, due to misconduct.
1. Making your reservation
2. Prices and costs
The costs of your flights are as listed on our website and as detailed in your booking. There may be additional costs that you will have to pay in connection with your flight or holiday, including but not limited to:
The cost of your flight includes all applicable taxes and fuel supplements. If you wish to pay for your booking using a credit card, we will charge you a percentage of the cost of the flights to you at the time of taking your payment for the flights, as notified to you at the time of your booking. We reserve the right to alter the price of your flight as shown on the website and you will be advised of the correct cost at the time of booking. Once you have made your booking and paid a deposit (or in the case of Super Fares flight, paid the cost of the flight in full), we will not increase the price of your transport arrangements. Changes in transportation costs, including the cost of fuel, taxes or other fees chargeable such as landing taxes or embarkation fees, mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure. We will absorb and you will not be charged for increased costs up to a total amount which is equal to 2% of the price of your confirmed transport arrangements (which excludes insurance premiums and any amendment charges). If increased costs exceed the 2% will we levy a surcharge for this sum, plus an administration charge of £1.00.
If any surcharge is greater than 10% of the cost of your transport arrangements (which excludes insurance premiums and any amendment charges) you will be entitled to cancel your booking and receive a refund of all monies paid to us except for amendment charges. You have 7 days from the issue date printed on the surcharge invoice to tell us if you want to cancel your booking for this reason. If you do not do so, we are entitled to assume you do not wish to cancel and will be liable to pay the surcharge. Any surcharge must be paid with the balance of the transport arrangements (if this is for Value Fares flights when a deposit and balance are payable separately) or within 7 days of the issue date printed on the surcharge invoice, whichever is the later. We shall not levy a surcharge within 26 days of departure. If the price of your Value Fares flight go down due to the changes mentioned above, by more than 2% of the cost of your flight, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel arrangements due to contractual and other protection in place.
3. If you wish to change your flight
Super Value flights cannot be changed once booking confirmation has been sent by us for your booking.
If after we have issued the written confirmation of your booking to you, want to change your flight, we will do our best to meet your requirements, but we cannot guarantee that we will be able to do this. If the charge involves a reduction in passenger numbers then these will be subject to our cancellation policy as set out in these Terms and Conditions. If we are able to change your flights, we shall be entitled to charge an administration fee of £60 per passenger, together with any additional cost of the fare for the changed flight .
4. If you wish to cancel your booking
If you wish to cancel your booking for you or on behalf of any other member of your party, written notice must be sent to us at our principal offices by recorded delivery, facsimile or email to admin@teletickettravel.com. The cancellation is only effective from the date written notice of cancellation is received in our offices. In the event of cancellation the following charges apply:
If you wish to cancel your Super Value flight, then the cancellation charges application to the cancellation of your booking are 100% of the price paid for the flight after the booking has been accepted by us.
If you wish to cancel your Value Fares flight then the cancellation charges applicable to the cancellation of your booking are calculated as follows. The charge depends on the period of time between when we receive your notice of cancellation before the departure date . Cancellation charges are a percentage of the total booking cost as follows:
| Outside 42 days | loss of deposit |
| Between 36 - 41 days | 80% cancellation charge |
| Between 0 - 35 days | 100 cancellation charge |
Any administration charges incurred prior to the cancellation of a booking must be paid in full by you when the booking is cancelled.
5. If we alter your booking
The flights are planned many months in advance and occasionally we have to make changes to your flight. We may need to makes changes that are not significant and to correct minor or obvious errors in your booking details at any time without liability to you. We reserve the right to make such changes for any reason whatsoever at any time. Most changes are of a minor nature and we will advise you or your travel agent of them as soon as possible before your departure or your return. Flight timings and departure airports are for guidance only. The details as then known will be stated on your latest dated documentation that should be checked when you receive it, or will be notified to you as soon as reasonably possible if there is time before your departure and in all cases at check-in or at the boarding gate. Any changes to your flight will fall into one of the categories below.
Minor change
If we advise you of a minor change you may cancel your booking, but full cancellation charges will apply, in accordance with Clause 4, however compensation payments will not apply.
Any change of more than 12 hours and less than 15 hours is classed as an Intermediary change and you will be offered the opportunity to cancel your booking with a full refund of all monies paid, however we will be under no further liability to you whatsoever. If we have to make an intermediary change compensation payments will not apply.
If we make a major change to your flight, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. Major changes to your booking will not be made 14 days prior to departure unless for reasons of force majeure.
c) Change of your chosen resort airport.
Should you decide not to accept an intermediary or major change that is advised to you prior to your departure you may cancel your booking within either 7 days of the receipt of notification thereof, or 3 days of the receipt of notification thereof if departure is within 7 days of the notification of the change, but no later than the day before departure and we will refund all monies paid by you unless a more suitable flight becomes available in the interim. You have the choice of either accepting the change of arrangement, accepting an offer of alternative travel arrangements of comparable standard from us (if available) or cancelling your booked flight and receiving a full refund of monies paid. If we do not receive notification within these timescales we shall be entitled to assume the change has been accepted and no monies will be refunded. Your notification of cancellation must be sent to our operations department by recorded letter, facsimile or email to admin@teletickettravel.com. Compensation payments will be made when a major change arises, except where the major change arises due to reasons of force majeure, in line with the following compensation scales.
Period before scheduled departure date, within which notification of change is received by you or your Travel Agent, Compensation per person will be:
| More than 6 weeks | Nil |
| Between 4 - 6 weeks | £10 |
| Between 1 - 4 weeks | £15 |
| Less than 1 week | £30 |
Compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Teleticket does not offer compensation for inconvenience or loss of personal / business time caused by schedule changes or flight delays. Similarly, it is not possible to obtain refunds for any unused accommodation or facilities in the event of any schedule changes or delays.
When you accept the major or the intermediate change, the contract between us will be varied to incorporate the change.
6. If we cancel your booking
We will not cancel your booking after the date specified on the final invoice for payment of the full balance (for Value Fares, or for the full price of Super Value fares as applicable) unless that balance has not been paid or such cancellation is due to reasons of force majeure. For the purpose of this section a cancellation includes a change of flight time of more than 24 hours or a change of airport to one which is substantially less accessible to you which does not include changes between Gatwick, Heathrow, Luton and Stansted or where coach transfers are offered. If we are forced to cancel your booking for any reason after the date on which final payment is due then we will offer an alternative flight of equivalent value or a flight of lesser value and refund the difference (if available) or make a full refund of all monies paid if either there is no alternative flight or the alternative flight is unacceptable to you.
‘Force majeure’ means any unusual or unforeseen circumstances beyond our control, including (without limitation) war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, civil strife, technical problems with aircraft or transport, closure or congestion or airports or ports, bad health risks or other similar events beyond our control.
7. Liability
You are responsible for ensuring that you and all members of your party comply with these Terms and Conditions and any other rules, laws, regulations or orders in relation to your booking.
If the contract we have with you is not performed or is improperly performed by us or our suppliers, we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However, we will not be liable to you where any failure in the performance of the contract is due to:
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of two times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
You can ask for copies of these international conventions from our principal office set out above.
The flights detailed on our website are planned to operate by UK and European charter airlines. We are not always in the position to confirm the airline, aircraft type and airport of destination which will be used in connection with a flight. We reserve the right to change airlines, aircraft type or destination airport at any time. Except for a change of destination airport, any such change will not constitute a major change entitling you to cancel or take an alternative flight without paying charges as set out in these Booking Terms and Conditions. All UK charter airlines have a strict no smoking policy throughout the aircraft.
In accordance with EEC Directive (2111/2005), Article 9, we are required to bring to your attention the existence of a ‘community list’, which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at www.europa.eu.int.
Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your flight cost from us. Your right to a refund and/or compensation from us is set out in Clauses 5 and 6. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users’ Council on 020 7240 6061 (http://www.auc.org.uk).
8. Check-in
Remember, flight timings in our brochures and on our website are for guidance only and are subject to change. The times quoted on your documentation are local times. All passengers must check in at least 120 minutes (2 hours) before the latest flight departure time advised by us regardless of any delay, or any such other period notified to you by us. Seats are not pre-bookable and you are therefore more likely to get the seats which meet your requirements if you check in early. If your outbound reservation is not used, then your inbound reservation is automatically cancelled. We will not be responsible if you arrive late for the specified check-in time or for the flight, nor can we accept any responsibility for any loss by you of your holiday travel tickets, vouchers or coupons.
There are a number of reasons for which you could be refused boarding or entry:
In any of the above circumstances we will not be responsible for any costs you may incur nor will we make any refunds to you in relation to these incidents.
9. Travel Documents
The passport, visa and health requirements at the time of booking for flight we offer are shown on the Foreign and Commonwealth Office website (www.fco.gov.uk). It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any other immigration requirements, before travel. If you or any member of your party is not a British Citizen or holds a non-British passport, you must check passport and visa requirements with the embassy or consulate of the country(ies) to or through which you are intending to travel. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
10. Special Requests
We will try to meet any special requests you tell us about before you leave but we cannot guarantee these. If we cannot meet your special request, we will not pay any compensation and will not have any liability. We will not always be able to tell you before you leave if we cannot meet your special requests.
11. Infants
One infant less than 2 years old on the date of the return journey may sit on a parent’s lap on a flight and will be charged an administration fee. You may purchase a seat for your infant provided you bring along a child’s car seat approved by us. Further information is available upon request.
12. Unaccompanied Minors
We do not accept bookings for any children travelling alone under 16 years of age on the date of travel unless accompanied by an adult aged 18 years or over. Please contact us for more details.
13. Complaints
In the unlikely event that you have a complaint about any aspect of your travel arrangements and in order that we have the opportunity to investigate any problems, any comments should be raised at the earliest opportunity at a local level in order to see whether such complaint can be dealt with at the time of such an incident occurring. If your complaint cannot be resolved locally, you must make any such complaint to us in writing within 28 days of your return to the UK. If you do not send us notification of your complaint within this time then this may affect our ability to resolve your complaint under these Terms and Conditions. Please write to our Customer Relations Manager, 4TH Floor, 20 New Road, Brighton, BN1 1UF quoting your booking reference number when making any such complaint.
14. Travel insurance
You must take out travel Insurance and it is entirely your responsibility to deal with this and to ensure that you have sufficient cover for your needs.
15. Health regulations
You are recommended to obtain a copy of the leaflet "Health and Advice for Travellers" published by the Department of Health which is available from most post offices or by telephoning: 0800 555 777, prior to travel. If you are pregnant, before confirming your booking please check to ascertain whether the airline on which you will be flying will accept your reservation as restrictions may apply.
16. Data Protection
Personal data collected by us about you and those in your party will be collected and used in accordance with our Privacy Policy available on our website.
3. Terms and conditions when the supplier is Anatolian Sky
Booking Conditions
When we accept your deposit or payment and issue our confirmation invoice, a contract exists between us. These booking conditions along with other information set out the terms and conditions of the contract between us. We reserve the right to refuse any booking.
Conditions
No variations to these conditions shall be valid unless agreed by us in writing. Anatolian Sky is a trading name of World Sky Travel Ltd., (administrative offices: Anatolian House, 81 Warwick Road, Solihull,West Midlands, B92 7HP) and are members of ABTA. It is agreed by all parties that this contract is deemed to have been made at our administrative offices and that disputes arising from the contract will be heard in the English courts, unless the customer chooses Scotland or Northern Ireland.
Your protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by the Civil Aviation Authority under ATOL number 2672.
If you book arrangements other than a package holiday, your monies are protected by way of a bond held with ABTA.
ABTA
We are a member of ABTA, membership number G4234/V4937. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found at www.abta.com
Your obligation to us
1. Paying for your arrangements
(i) Once you have chosen your itinerary, paid us (or your travel agent) an initial deposit of £125 (£200 for 2 Centre holidays and Anatolian Tours, 25% for tailor-made holidays) per person and it is confirmed, we will issue a confirmation invoice at which time a contract will exist between us. Any money you have paid to a travel agent for the arrangements booked with us is held by them on our behalf.
(ii) The deposit is part payment of the holiday and the balance must be paid before the date specified on the invoice, which is normally no later than 8 weeks before the departure date. Please note if we do not receive final payment by the date specified, we reserve the right to treat your booking as cancelled by you and you will lose your deposit.
(iii) Full payment is required for all bookings made within eight weeks of departure. Please note that all payments made by credit card for your final balance payment (this excludes your deposit payment) will be subject to a 2% surcharge.
Surcharges
Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes, embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one or cancelling and receiving a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refun of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
2. If you change your arrangements
If after the contract has been completed you want to change your holiday, we will do our best to meet your requirements where it is physically possible for us to do so. If we can make the required alteration e.g. to departure airport, date or duration, there will be an administration charge of £20 per person per change. Please note that if any such changes incur costs which exceed this amount, these charges will be passed on to you. Unfortunately, departure dates can only be amended within the same season, otherwise normal cancellation charges will apply. No charge will be made, however, for amendments which involve solely the addition of car hire, insurance or additional arrangements if extra clients are travelling on the same holiday. All amendments must be notified to us in writing. If the number of persons booked changes, the holiday price will be recalculated on the basis of the new party size.
3. If you cancel your arrangements
If you or any member of your party has to cancel from the booking or cancel the entire booking once it has been accepted by us, written notification must be sent to us by recorded delivery post and charges will be applied from the date the letter is received according to the scale below. The charges are applied as a percentage of the holiday cost excluding amendment charges and insurance premiums which are non refundable in the event of cancellation.
More than 56 days Loss of deposit
42-56 days 40% of holiday cost
29-42 days 50% of holiday cost
15-28 days 60% of holiday cost
7 -14 days 90% of holiday cost
Less than 7 days 100% of holiday cost
Important note: It is a condition of booking that you take the holiday insurance we recommend or arrange insurance for your party with comparable or better cover. If you have taken out holiday insurance you may be able to recover the cancellation charges or any other losses, please check your policy for details.
Our commitment to you
1. If we change your arrangements
Arrangements for your holiday are made many months in advance and occasionally it may be necessary to make changes to those arrangements. In the unlikely event of such changes arising we will endeavour to inform you (or your travel agent) as soon as is reasonably possible. However occasionally we have to make a major change, this is one made before your departure involving a change of resort or your accommodation to a lower classification, in either case for a substantial part of the holiday. Please note that in the case of a change to accommodation to the same or higher classification within the same resort, no compensation is payable. A change of airport (except changes between Gatwick, Heathrow, Luton and Stansted) or a change in flight times by more than 12 hours are also major changes.
In accordance with EU regulations we are required to advise you of the actual carrier operating your flight/connecting flight/transfer.We do this by listing carriers to be used or likely to be used as follows: Turish Airlines, Kibris Turkish Airlines, Monarch, First Choice, Excel, My Travel, ASH Travel Agency and Unique Cyprus Travel.
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours and changes to aircraft type.
Should a major change arise we will of course notify you immediately and you will have the choice of either:
a) accepting the changed arrangements.
b) accepting an offer from us of another holiday (subject to availability). If this is of an equivalent or higher standard you will not have to pay more but if it is of a lower standard we will refund the difference in price.
c) cancelling your holiday and receiving a full refund of all monies paid. In addition to this we will pay you compensation, per person in your party, in accordance with the scale below:
More than 56 days Nil
43 - 56 days £5
29 - 42 days £10
15 - 28 days £15
0 - 14 days £20
Compensation relating to a child place is half the amount shown above.
When the major change has been made as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which could not be avoided even with all due care, we cannot offer any compensation.
Advance registration
At the time of booking it may not be possible to confirm flight details, due to airline schedules not being finalised. Should this be the case, you will be informed at the time of booking and on your confirmation invoice. The deposit paid will confirm your accommodation only. If your chosen flights are not confirmed or a suitable alternative offered, a full refund of any money received by us will be given.
Force majeure
This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. Such events may include, but are not limited to, war, riot, industrial dispute, terrorist activity and in consequences, natural or nuclear disaster, fire, adverse weather conditions.
2. If we cancel your arrangements
If we are forced to cancel your arrangements we will inform you (or your travel agent) as soon as possible. We will offer you the choice of an alternative of at least comparable standard (if available) or a full refund of all monies paid to us in respect of your arrangements. We will not cancel your arrangements after the date specified on the final invoice for payment of the full balance unless that balance has not been paid by you or unless it is due to reasons beyond our control as detailed in the paragraph entitled Force majeure‚ above. If we are forced to cancel your holiday/flight for any reason after the date on which final payment is due, then in addition to the above options we will also pay compensation as detailed in paragraph 1 above. These compensation payments will not be paid to you if the cancellation is due to reasons beyond our control as detailed in the paragraph entitled ‘Force Majeure’ above.
Our responsibility
1.We accept responsibility for ensuring that your travel arrangements, which you book with us, are provided as described on this website. If any part of your travel arrangements is not provided as promised, due to the fault of our employees, agents or suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. In all cases except personal injury, death or illness, our maximum liability is limited to three times the holiday price paid to us (excluding insurance premiums and amendment charges). This clause is subject to force majeure and the other terms of these booking conditions.
2.We are not responsible for a failure to perform the contract or for the improper performance of the contract where this failure is due to:
a) your own acts or omissions or
b) those of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or
c) an event which either ourselves or the supplier of the service in question could not have foreseen or been avoided even with all due care.
3. Please ensure that you notify any claim in accordance with the complaint procedure set out below. Where any payment is made to you or any member of your party, that person must also assign to, ourselves or our insurers any rights they may have to pursue any third party.
4. In all cases, our liabilities in respect of air, sea, rail or road carriers and providers of accommodation are limited as if we were carriers/providers of accommodation within the applicable international conventions; Montreal Convention in respect of travel by air, Athens Convention in respect of travel by sea, Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. You can ask for copies of the transport companies contractual terms, or the international conventions, from our offices (Anatolian House, 81 Warwick Road, Olton, Solihull, B92 7HP or phone 0845 365 10 11).
Prompt assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances. Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. Unless the excursion is operated by our own local company, for any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us; in this case, we are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the excursion operator. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk
Your responsibility
Check in for both outward and return flights is at least 2 hours prior to the departure times shown on the travel documents. The company can accept no responsibility for clients who arrive late for the check in and miss their flight as a result, nor can we accept responsibility for any loss by you of your holiday/flight travel tickets, vouchers or coupons. If you have booked flight only it is very important that you reconfirm your return flight at least 48 hours before departure. The company can accept no responsibility for clients whom fail to meet this requirement and as a result miss their return transfer/flight due to a time change or similar circumstances. All clients undertake to behave with propriety and in such a manner as in no way to cause or be likely to cause damage, distress, danger or annoyance to other clients, property and/or any third party. The contract of any client in breach of this clause will be terminated and neither we nor the providers of the service in question will have any further contractual obligations to you.
Complaints
Should you have any complaints about any aspect of the arrangements, you must inform the relevant supplier of the service concerned and also our representative, thus giving us the opportunity to resolve any problems immediately. If the problem cannot be resolved you must obtain a Client Comment Form from the representative for completion. In the unlikely event that an amicable solution cannot be found, please ensure that you write to our Customer Relations Department within 28 days of your return requesting a Client Dissatisfaction Form which the party leader must complete with full and final details of any dissatisfaction. Please note that if we receive any complaints outside of this period, it may affect your rights under this contract. Disputes arising out of, or in connection with, this contract which cannot be amicably settled may be referred to Arbitration, if the customer so wishes, under a special scheme arranged by ABTA and administered independently by the Chartered Institute of Arbitrators. This scheme provides a simple and inexpensive method of Arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from www.abta.com. This scheme does not apply to claims for an amount greater than £5,000 per person or £25,000 per booking form; neither does it apply to claims which are solely in respect of injury or illness. Claims can, however, include an element of injury or illness subject to a limit of £1,000 on the amount that can be awarded in respect of this element. The application for Arbitration must be received by the Chartered Institute of Arbitrators within 9 months of the date of return from holiday. Outside this time limit Arbitration may still be available if the company agrees but the ABTA Code does not require such agreement. We have taken every care in ensuring that the information on this website is correct at the time of publication. However we are sure you will appreciate that subsequently minor alteration may arise. In such cases and if we are forewarned we will make every effort to advise you as soon as reasonably possible.
Passport information
Non British passport holders must refer to the embassy of the country they wish to visit to establish what (if any) visas they require. At the time of publishing, British passport holders are required to purchase a visa on arrival in Turkey at a cost of £10 payable by a £10 sterling (not Scottish) banknote. In all cases passport holders should have a minimum of 3 months validity after your return home. Visas are not required for Northern Cyprus. Travellers who may wish to visit Southern Cyprus on their passport at a later date are advised to ask the immigration staff to put the entry stamp on a separate sheet of paper rather than in their passport to avoid future problems.
Flight delays
If there is a significant flight delay, the airline should provide you with refreshments according to the time of day. Travel insurance does offer cover against extensive delays and it is a condition of booking that you purchase such cover.
Holiday participation
Please note that we reserve the right to terminate without notice the holiday arrangements of any client who, in our absolute discretion, behaves in a way which is disruptive and affects the enjoyment of other holiday-makers, or in a way which threatens to cause or does cause distress, annoyance, damage, or danger to Anatolian Sky staff, customers or to our suppliers. In the event of such termination no compensation will be paid and the client will be liable for any costs incurred as a result of their behaviour or of the termination of this contract. Airlines have the right to refuse to carry, at the absolute discretion of the captain, any passenger who they feel for whatever reason may be disruptive to fellow passengers or airline staff.
4. Terms and conditions when the supplier is Kiss Flights
Your Financial Protection
When you purchase an ATOL protected air package or flight from us you will receive a confirmation invoice from us (or via our authorised agent through which you booked) confirming your arrangements and your protection under our Air Travel Organisers Licence number (ATOL 4233). In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk.
Not all holiday or travel services offered and sold by us will be protected by the ATOL scheme. Please ask us to confirm what protection may apply to your booking.
Your contract with us and all matters or disputes arising out of it are governed by English law and subject to the jurisdiction of the English courts. You may choose the law and courts of Scotland and Northern Ireland to deal with any disputes if you are resident there.
Kiss Flights does not operate the flight. The flight will be operated by the airline and your carriage on the flight will be subject to the airline’s conditions of carriage (which are available on request) and also to any applicable international conventions.
Unaccompanied minors will not be accepted for travel. In order to travel children under 16 must be accompanied by an adult aged 18 or over. We reserve the right to cancel any bookings made where by this criteria is not met.
1. Is the basic flight price guaranteed?
Yes, Kiss Flights guarantees the basic flight price against currency fluctuations.
The basic flight price includes: (a) the fare; (b) UK airport duty; (c) security levy; (d) taxes. The price shown on your confirmation invoice is the amount that you will pay for your flight.
You may be asked to pay the following additional amounts that are not included in the basic flight price: (a) arrival/departure taxes or security levies imposed by the destination country; (b) any charges set out in condition 5 below “Can I change my reservation with Kiss Flights”; (c) any additional ticket collection charge set out in condition 8 “When will my tickets arrive,” (d) any applicable charges for special requests (see condition 13); (e) any supplementary fee charged by the airline if you make special declaration in respect of your baggage (see condition 9).
2. How much is due when I make my reservation?
When you make a booking, you must pay the deposit and any insurance premiums due. We will send you, or your travel agent, a confirmation invoice stating the balance of monies owing. If the departure date is within 8 weeks of booking then the total balance which includes optional extras is expected and due at the time of booking. All bookings made and accepted are subject to these booking conditions.
Group Bookings, those with 10 or more passengers, must be made through our Reservations team on 0871 737 4155. If Group Bookings are made via Viewdata or on-line then please note that they may be subject to cancellation or a fare increase.
3. What happens if you cancel or change my flight?
Our flying programme is planned many months in advance and although unlikely, from time to time, we may have to make changes to confirmed bookings or cancel your flight for commercial or operational reasons.
If after confirming your booking we are advised that an aircraft will stop en route, we will advise you as soon as reasonably possible. However, such a change will not constitute a Major Change. If we make a Major Change or cancel your booking we will tell you as soon as we are able to.
We do not pay compensation for, or inform you of changes other than Major Changes. We will inform you, however, of a change in the time of your return or departure flight if the change, though not a Major Change, is of more than 2 hours.
In the case of a Major Change within 8 weeks of your departure you will have the choice of: (a) accepting the changed arrangements; (b) not accepting the changed arrangements and receive a full refund plus the compensation set out below. The compensation below is the minimum compensation we will pay depending on the circumstances and the exact date of change or cancellation.
Where your flight is cancelled within 8 weeks of your departure, if available, accepting an alternative flight of equivalent or higher standard (where the alternative is cheaper, the difference would be refunded to you) plus the compensation mentioned below.
The following made before day of departure constitute a Major Change: (a) change in the departure time or return by more than 8 hours, (b) a change in UK departure airport on your outward/return flight to one which is more inconvenient to you; c) a change in your flight from a day flight to a night flight if the time of your departure and/or return has changed by more than 4 hours. A ‘night flight’ means one that is planned to depart from the UK between 22.00 and 05.59 and arriving back in the UK between 24.00 and 05.59.
Period before departure within which a Major Change is notified: |
Compensation per full fare paying passenger (excluding infants): |
Greater than 56 days |
£nil |
55 - 29 days |
£10 |
28 – 15 days |
£15 |
14 – 8 days |
£20 |
7 – 0 days |
£25 |
Compensation payments will not be made by us for any cancellation/changes caused as a result ‘force majeure’. Force Majeure means any inability by us to perform our contractual obligations resulting from any cause or reason whatsoever beyond our reasonable control. This includes, but is not limited, to acts of war (whether war is declared or not), the threat of war, riots, civil disturbances, industrial disputes, terrorist activity, natural disasters, fire, technical problems to transport, airline failure, closure or disruption to airspace or airport.
4. What is Kiss Flights Liable for?
We accept responsibility for the acts and/or omissions of our employees and agents while acting within the scope of, or in the course of their employment or agency with us. We also accept responsibility for any deficiencies in the services that we are contractually obliged to provide, or the failure of such services to reach a reasonable standard. We do not accept responsibility in respect of death, bodily injury or illness of any person taking one of our flights, except when caused by the negligent acts and/or omissions of our employees or agents while acting within the scope of, or in the course of their employment or agency with us. All our flights and arrangements have been purposely designed to allow for some un-scheduled changes. You will appreciate we cannot be held responsible for changes outside our control resulting in a missed or delayed connection. At all times a representative or agent will be on hand to ensure that any problems are overcome as quickly as possible.
Your carriage on the flight will be subject to the airline’s conditions of carriage (available on request) and also to any applicable international conventions. Your right to compensation for any loss that you might suffer as a result of any cancellation or delay in your flight will be determined by the airline’s conditions of carriage and any applicable international conventions.
Regulation (EC) No. 261/2004 requires the airline that operates or intends to operate your flight (NOT Kiss Flights) to pay you compensation/provide you with assistance (refreshments and accommodation) where you are denied boarding, your flight is delayed or is cancelled. In such situation, the airline in question is required to provide you with written notice of the rules for compensation and assistance.
Please note that you are not entitled to receive compensation from us in addition to receiving compensation from the airline.
In all respects, our liability is limited in the manner permitted by the relevant international conventions and the conditions of carriage of the airline, which are available upon request from this office.
5. Can I change my reservation with Kiss Flights?
If you want to change your reservation in any way and we are able to accept the change, then the following charges will apply. Time scales refer to the date of receipt of your instructions in writing. Cancellation charges are outlined in section 6. More than 42 days before departure - £20 per person per change. Less than 42 days before departure – cancellation charges apply except for a name change, which is charged at £40 per name, except the day of departure when a charge of £50 per name will be levied. Name changes made within 14 days of departure, but not on the day of departure itself, will incur an additional ticket collection charge of £15. The following exceptions apply:
a. For any change to a booking, the basic price will either remain the same as the price quoted at the time of booking provided the booking price has not increased or, if there is such increase, you will be liable to pay the difference between the original booking price and the changed booking price (excluding supplements). If the flight is full then we calculate the fare difference by comparing it to the latest selling price for the flight.
b. We cannot accept any changes from a full priced flight to a special offer flight
Please note that Tickets cannot be transferred to another person after the initial departure date
6. What do I do if I need to cancel my reservation with Kiss Flights?
If you wish to cancel your flight with us, then the cancellation must be in writing and from the person in whose name the booking was made and to whom our invoice is addressed (or through the travel agent through whom the booking was made). The cancellation will take effect only when we receive your written notice of cancellation.
Your balance is due at 8 weeks prior to your departure. If this is not received then we will notify you in writing that the payment must be made within 7 days. If after that 7 day period we have not received the payment due we will treat this as a cancellation by you.
The following charges are made to compensate us for the expected loss and expense, which we will incur as a result of your cancellation, as we start to incur costs from the moment you make your booking. Administration fees and optional items including Excess baggage, Insurance and Group Seating are non-refundable. The following charges apply:
Period before departure date that written instruction is received: |
Cancellation charge: |
42 or more days |
Deposit only plus any administration fees including optional items |
41 – 29 days |
50% of total flight cost plus any administration fees and optional items |
28 – 22 days |
60% of total flight cost plus any administration fees and optional items |
21 – 15 days |
80% of total flight cost plus any administration fees and optional items |
14 – 0 days |
100% of total flight cost plus any administration fees and optional items |
If the reason for your cancellation falls within your insurance policy, normally the insurance company should refund any charges to you less any excess charges.
If you don’t cancel your flight prior to departure but require a written confirmation that you did not travel for insurance purposes, a £15.00 fee per booking will apply.
7. How do I book with Kiss Flights, what and when do I pay?
The person in whose name the booking is made (the lead name) acts on behalf of all other persons named, and becomes responsible to us for all payments in respect of the booking. Your reservation will be confirmed at the time of booking when we give you a unique Booking Reference number. Infants under the age of 2 years on the return date are charged an administration fee of £20 for short haul flights (whose scheduled duration is less than 6 hours) and of £40 for other flights whose scheduled duration is 6 hours or more providing they do not occupy a seat. Please note that it is a condition of booking that you are adequately insured on your flight. Please contact Kiss Flights for details of the schedule of cover we can offer.
If you make your booking within 8 weeks of departure, the flight is confirmed as soon as verbal confirmation is given over the telephone or your travel agent confirms the booking on Viewdata or via our website and we give you a unique booking reference number. If, therefore, you subsequently cancel your booking, you will be liable to pay the cancellation charges at condition
6 “What do I do if I need to cancel my reservation with Kiss Flights?”
If your departure date is within 8 weeks of booking, the total flight costs, insurance premium and any optional extras must be paid in full at the time of booking. In all other cases, we must receive the balance of the flight cost at least 8 weeks before the departure date otherwise your booking will be cancelled and you will be liable for the cancellation charges shown in condition 6 “What do I do if I need to cancel my reservation with Kiss Flights”. Payment must reach us in sufficient time for us to clear it through your bank. We will not accept responsibility for any postal delays.
If your flight is arranged through a travel agent and not us, then the travel agent will hold all monies for us as our agent. For flights booked within 8 weeks of the departure date, we must receive confirmation that the travel agent has received full payment when the booking is made. Any travel agent requesting that you pay otherwise in accordance with these terms and conditions and in particular is requesting the balance of monies in advance of 8 weeks before the departure date will hold such monies on behalf of Kiss Flights until such time as payment is due under these Booking Conditions.
8. When will my tickets arrive?
Tickets will be dispatched 14 days prior to the departure date. However, if your reservation is made within 14 days of your departure date then there will be an administration fee per person charge applied to collect your tickets at the point of departure. Details of this charge are available on our Website at www.kissflights.com (or on request). A charge of approximately £15.00 per ticket will be made in resort should you require replacement tickets.
9. What happens if I lose a piece of baggage?
Under the terms of various international conventions, whilst your personal effects and baggage are in the hands of the airline, the airline is liable for the safety of such baggage. If your baggage is lost or damaged between the time of airport check in, and the recovery of the baggage from the carousel at the end of the flight then the airline is under a duty to pay compensation. The amount of any compensation is determined by the international convention, details of which are on the reverse of your flight tickets. In case of loss or damage a property irregularity report must be completed before you leave the airport. Should your claim be in excess of the airline’s compensation level then you should approach your insurers to see if they will pay the difference. Where the value of your baggage is more than £800 you should inform the airline at the check-in desk or ensure that it is fully insured prior to travel, as without this neither Kiss Flights nor the airline will accept liability for loss or damage for amounts above £800.
10. What about health and travel documentation?
It is the responsibility of the travel agent and/or the passenger to obtain any necessary and relevant information in order to comply with the travel and health requirements of any country you may wish to visit. If failure to obtain any such documents results in fines, surcharges or other financial penalty being imposed upon Kiss Flights then you will be liable to reimburse Kiss Flights accordingly.
Please consult your own doctor if necessary, to enquire about specific health precautions deemed prudent for the country / resort you intend to visit, and the requirements for appropriate medication/ inoculations complied with.
11. Should I reconfirm my inbound flight?
It is a strict condition of booking that you confirm your inbound flight details with the local office noted on your itinerary (not the airport authorities) not more than 48 hours and not less than 18 hours prior to the previously notified flight time. Kiss Flights cannot accept any liability if you fail to comply with this condition and, due to a flight change, miss your return flight.
12. What happens if I complain about my flight?
If a problem arises during your flight, it is important that you advise the supplier and/or representative at the earliest opportunity, who will endeavour to put things right. If your complaint cannot be resolved locally, to allow a proper investigation of it, please submit a written follow up complaint within 28 days of your return to the UK to our office: 7th Floor, Norfolk House, South Terminal, Gatwick Airport, West Sussex, RH6 0NN, quoting your booking reference number.
13. Special requests
Kiss Flights contracts blocks of seats from airlines and bookings are made within these block allocations, but no specific seats can or will be confirmed. Kiss Flights will make every effort to meet your requests although they cannot be guaranteed.
14. Regulations
Many Airlines specify that both the outbound and inbound parts of the air ticket must be used and in the event that the outbound flight is not used, the passenger will not be allowed to return on the inbound charter flight. Should anyone check in less than 120 minutes before the ticketed departure time, admission to the flight is likely to be refused. Should anyone be refused admission to the flight or to the destination country by the airline or government authority, then we are powerless to assist and cannot be held responsible. In all such cases we will not be liable for any costs or damages involved.
15. Contract
Your contract for the flights is with Kiss Flights, Kiss Flights is a registered trading name of Flight Options Ltd and is registered in England having Registration Number 3118893 and having its registered office at 28 Churton Street, London, SW1V 2LP.
These Booking Conditions are valid from 22 January 2009 for bookings made on and thereafter until further notice and were correct at time of going to print. As they can be subject to change, and to check at time of booking, please view the latest version of the Booking Conditions at our website www.kissflights.comPlease read these terms and conditions carefully. They apply to all the travel arrangements detailed on your invoice, and they deal with both your and our rights and obligations.
1. Contract
Your contract will be with Canadian Affair which holds an Air Travel Organisers Licence (ATOL 3971) which protects you financially. Canadian Affair is a trading division of The Airline Seat Company Ltd (TASC). Registered office; Hillgate House, 13 Hillgate St, London W8 7SP. Registration No3030025.
When you book a flight or travel arrangement, our contract with you takes effect as soon as payment has been accepted and a confirmation invoice has been issued. If you are booking within 28 days of your scheduled departure date, the contract between us will start when your booking is confirmed by us in writing or via e/documents. Once the contract is made we are responsible for providing the flights you have booked and you are responsible to us to pay for them, in each case subject to these terms and conditions.
Please note: It is important that you check carefully the written confirmation/e-documents of your booking when received or, if booking late, that all the details are as you requested. Our responsibility is to provide you with the flights you have booked and that have been confirmed to you. If you want to cancel or change your booking at a later date you may have to pay amendment or cancellation costs. These could be as much as the cost of the whole flight. In parties of two or more people the person who makes the booking, by contracting with us, accepts responsibility for booking conditions and making payments to us for all members of the party. No changes or refunds are permitted on instant purchase bookings.
2. Booking:
If the flight is departing outside 10 weeks and is available we will make a provisional booking over the telephone and hold an option for up to one working day. No options may be held on instant purchase fares. One way journeys will incur a one-way flight supplement. We strongly recommend that our Travel insurance is taken out at the time of booking; this will protect you from unexpected circumstances leading to cancellation. Luggage Allowances are set by our airline partners and are strictly adhered . Allowances are stated on your travel Itinerary or on our website. Canadian Affair takes no responsibility for payments arising due to excess baggage. For further information on baggage and excess charges please visit www.canadianaffair.com. Instant purchase flights are payable in full at the time of booking.
3. Deposit
The deposit for flight bookings is £100 per adult and child over 2 years of age. Deposits for bookings with flights and land arrangements is £100 per person for the flights and an additional 10% of the total land arrangement costs. Land only bookings will be subject to a £25 fee and full payment is required at time of booking. Deposits for individual cruise companies vary, these deposits will be explained at time of booking. All cruise deposits will be additional to any deposit required for flights or any other ground product. If you are paying by cheque, we must receive your deposit within 5 working days, otherwise your booking will automatically lapse. Upon receipt of your deposit a confirmation invoice with your full booking details, showing the balance due for your travel arrangements will be sent to you. If a booking is made within ten weeks of departure then the whole sum for the travel arrangements is payable at the time of booking. We do not apply a credit card levy when paying deposits.
4. Final payment
The final balance for flights and some ground arrangements is due ten weeks prior to departure. You must contact us directly or visit our website to make full payment, Your final payment will not automatically be debited from your credit/debit card. Payment of balance or part payment by credit or charge card, at any time, will be subject to a 2%-2.5% levy. If paying your balance by cheque or debit card there will be no surcharge. Failure to make full payment on time will result in your booking being cancelled and deposit being lost. Final balance payment of Rocky Mountaineer Railtours, Cruise and Motorhome bookings is required 12 weeks prior to departure.
5. Tickets
Unless advised otherwise we are now a ticketless operator. You will receive a Travel Itinerary 4-6 weeks prior to departure which you will be required to take with you for all your flights, this will either be posted to you or emailed via e-docs. You must read this document in full as this will have your most up to date flight details on it, an e-doc Travel Itinerary must be printed and taken with you for check in. If booking within one week of departure a late booking fee will apply and you will collect your itinerary at the airport.
6. Our liability to you:
We accept responsibility for ensuring that all component parts of the travel arrangements which you book with us are supplied to you as described in our brochure and to a reasonable standard.
We have taken all responsible and proper steps to ensure that arrangements have been made for all the components booked which are advertised in our brochure and that the suppliers of the various services which will be provided to you as part of the travel arrangements are efficient, safe and reputable businesses, and that they comply with the local and national laws and regulations of the country in which they provide those services. Where it is known or advised we take every precaution to inform clients of any building works taking place in or near hotels that are part of the holiday stay, reasonable works and renovations are common with stays in all major cities or tourist resorts.
We have no direct control over the provision of services to you by suppliers. However, subject to the note below we will pay to our clients the equivalent of such damages as they would be entitled to receive under English Law in an English Court for any personal injury to the client, including illness or death, caused by the failure to perform or the improper performance of, such services by the servants or agents of ourselves or any of our suppliers contracted or subcontracted by us to provide any part of the arrangements for your holiday as described in this brochure where such failure or improper performance is due to the fault of such person and not to an event which such person could not foresee or forestall even if they had taken all due care. Our liability will be limited in accordance with the contractual terms of the companies that provide the transportation for the travel arrangements and any relevant international convention, for example the Montreal Convention.
Note: We will make payments as stated above provided (a) the injured clients notify us of any claim for personal injury within three months of their return flight booked; (b) they assign to TASC any rights against a supplier or any other person or party they have relating to the claim; (c) they agree to co-operate fully with us should we or our insurers wish to enforce those rights which have been assigned to us or to which we are subrogated and (d) such payment will be limited in the case of transport by air, sea or rail to that allowed by the Montréal Convention of 1999 on International Carriage By Air, the Bern Convention of 1961 on carriage by rail and the Athens Convention of 1974 on carriage by sea.
Acceptance of the services of TASC implies acceptance of the conditions and knowledge and acceptance of the general information in our current brochure. All rights and liabilities conferred upon a client by TASC acceptance of his booking shall not be transferable to any other person under any circumstances. The client in whose name the booking is made is responsible for ensuring that every member of his party abides by and respects the above conditions.
TASC has been granted an Air Travel Organisers Licence. Our ATOL number is 3971, this ensures your money is fully protected irrespective of the method of payment. We hold an ABTA licence (ABTA W131X). We also hold an IATA licence (IATA 91253746). ABTA and ATOL members help holiday makers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s code of conduct. For further information about the ABTA code of conduct please visit www.abta.com
7. Amendments:
Changes made to standard bookings will incur cancellation charges as shown below. If the number of persons in a booking changes, the overall price will be recalculated on the basis of the amended party size. No changes or amendments are permitted on instant purchase fares. Fare conditions and amendment fees for scheduled airlines are available on request. A separate cancellation charge as below will be made in respect of any persons cancelling and the booking will be re-invoiced accordingly.
Change to bookings: It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. Your booking may also have to be cancelled due to reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid whereupon the liability of Canadian Affair ceases, or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will in accordance with these terms. Please note that carriers used in the brochure may be subject to change. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type or aircraft touch down/stop, change of accommodation to another of the same standard.
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid.
If you wish to cancel: Any client cancelling a booking must do so in writing. The following cancellation charges apply, and are calculated from the date of the written cancellation letter received at our office:
Over 70 days prior to departure |
Loss of deposit |
A cancellation invoice will incur a charge of £15 unless you have advised us accordingly in advance that you will not be using your flight(s). Instant purchase fares are non refundable and non changeable.
Some types of airline fare may be 100% non-refundable (e.g. Instant Purchase Fare) depending upon the airline fare type concerned and conditions applicable to the ticket purchased. Details of the conditions of your particular ticket are available upon request. Cancellation terms for Holland America Line & Celebrity Cruises differ from the above. If you wish to cancel 18–7 days prior to departure you will incur 100% cancellation charges.
Cancellation charges for Rocky Mountaineer Vacations are also an exception to the above. Cancellation of the train tour made within 30 days or less prior to train journey departure will result in 100% cancellation charges and full loss of money. Cancellations out of 30 days will follow our cancellation terms as stated above. We reserve the right to change cancellation terms in line with supplier changes.
Should a client not pay the balance due by the specified time TASC reserves the right to cancel the booking and levy the appropriate cancellation charges, or in accordance with the scheduled airline booking conditions.
Force Majeure: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example but not limited to: war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions.
8. Pricing
We reserve the right to alter the prices of any of the holiday products shown in our brochure. You will be advised of the current price of the holiday before your contract is confirmed. Government action in the United Kingdom or abroad may require TASC to collect additional taxes and surcharges at any time prior to commencement of the holiday.
Airport taxes are shown separately and they include the current UK Air Passenger Duty and the overseas airport taxes where they have to be collected in advance. Some countries and airports have additional taxes or fees, which can only be paid locally by you, you will be advised at the time of booking. Every attempt has been made to ensure details in this brochure are correct at the time of printing.
9. Reconfirmation of flights:
Should you want to check on the day of departure that the flight is running on time, please call the airport locally. We recommend if you are staying longer than 3 weeks, that you call the airport locally to check there have been no schedule changes to your flights.
10. Health Matters:
At the time of publication of our brochure no compulsory vaccinations or other health precautions were necessary for British Citizens travelling to Canada. If you require any advice on recommended precautions for your travel destinations which may include travel outside Canada and/or you are not a British Citizen you should consult your doctor. This is particularly important if you are pregnant, elderly or travelling with young children. If you have a disability or require any special assistance please advise us at the time of booking. The Department of Health publishes leaflets containing advice to travellers on health, and these are available free from your doctor or by telephoning Freephone 0870 155 5455. Additionally British travellers can get up to date information from the Foreign and Commonwealth Office at www.fco.gov.uk/knowbeforeyougo
Passport/Visa requirements: British Nationals travelling to Canada require a full 10 year passport. If you need to obtain a passport you should apply well in advance of your trip. British Citizens, British Overseas Citizens (who are re-admissible to the UK) and British Dependant Territories Citizens DO NOT require a visa to visit Canada. British Visitors passports are not valid for travel to Canada. British Subjects and British Protected Persons DO require a visitor visa to travel to Canada. Please contact the Canadian High Commission by fax: 0207 258 6506 or www.cic.gc.ca
Note: It is your responsibility to have a valid passport and the appropriate visa for your destination, and any visa for transit points if required. All other nationalities and passport holders should contact the Canadian High Commission to check whether a visa is required for your trip. Should your holiday to Canada also involve travel into the USA, you will need to check that your passport and visa requirements are met by the appropriate US authorities. All passengers entering the USA must complete the online Visa Waiver form by visiting https://esta.cbp.dhs.gov/ .
If you are denied check in due to your passport not being valid or being in an unsuitable condition to the authorities, you will not be able to be entitled to a refund. We employ a screening company at all our UK airports and under their recommendation we reserve the right to refuse travel.
Our flights are operated by selected airlines including but not limited to Thomas Cook Airlines and Air Transat using Boeing 757 and Airbus A330 and A310 aircraft. In common with many other transatlantic carriers, our airlines operate a no smoking policy on all flights from the UK. We reserve the right to substitute alternative carriers and aircraft types to those set out above or otherwise. A change of carrier or aircraft type will not give you any right to receive compensation or to cancel your booking except in accordance with our standard cancellation terms, see above. Changes of aircraft due to long delays or technical problems do not warrant compensation.
11. Delays:
Unfortunately there are occasions completely beyond our control when a flight is delayed. The airline will endeavour to provide light refreshment on a delay exceeding 3 hours, a meal at meal times if the delay is more than six hours, and accommodation if appropriate on a longer delay. We will not do this ourselves as such arrangements will be taken care of by the airline. If you have taken out our recommended travel insurance you should have cover against delays. Our handling policies of delays are the same for both UK and Canadian departure airports.
Under EU law you have rights in some circumstances to refunds and/or compensation in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at all airports.
These conditions shall be subject to the law and exclusive jurisdiction of English Law and any disputes you should have will be dealt with in the courts of England.
We reserve the right at our absolute discretion to terminate without notice and liability the holiday arrangements of any person whose behaviour is such that it is likely, in our opinion or that of any accommodation owner/manager, airline captain or any other person in authority to cause distress, danger, damage, or annoyance to other customers, employees, property or to any third party. If prevented from travelling due to any of these reasons our responsibility for the person or person’s holiday will cease automatically. In all cases full cancellation charges will apply and we will be under no obligation whatsoever for any costs incurred.
12. Missed flights:
Neither TASC nor its airline partners accept responsibility for missed connections and will not refund any costs incurred for a missed flight. We advise that Canadian Affair travel insurance only covers missed departures on the first outbound and first inbound flight. Should a client not turn up for their outbound flight, this is classed as a no-show; their return/inbound seat will be automatically cancelled unless you call Canadian Affair directly to advise within 24 hours of your missed departure that the return seat is required. If you fail to contact us your booking will be cancelled with full loss of money. We are a point to point carrier and are not responsible for any forwarding connecting arrangements.
13. Baggage Allowance:
On Air Transat and Thomas Cook Airlines flights economy passengers are entitled to 20kg of hold luggage and 30kgs in Premium/Club Transat; 5kg of hand luggage is allowed in addition per passenger. Infants under 2 receive a baggage allowance of 10kg with Thomas Cook, but do not receive a baggage allowance on Air Transat. Baggage allowances on other carriers vary, please ask for details. Excess baggage charges will be applied by the airline, call or check online www. canadianaffair.com for details of each airlines charges. The carriage and care of baggage is the responsibility of your airline and not Canadian Affair.
14. Unaccompanied Minors (unmins):
Air Transat carry unmins and this must be advised at the time of booking. On Thomas Cook the minimum age for an unmin is 16 yrs, a 16 yr old cannot be responsible for another juvenile on Thomas Cook flights, Only a person of 18yrs or older can be responsible for the guardianship of someone under 16yrs.
15. Special requests:
All special requests (such as meal types, seating request etc) are on a request basis and are never guaranteed. It is the responsibility of the customer to provide Canadian Affair with the full names as per the passports of the people in the travelling party. Passengers with disabilities and who may need extra help to book their flights and holiday should let our sales consultants know and extra help and advice will be given.
16. Pre selection of seats:
We endeavour to deliver the pre selected seats on the day of departure; however there are occasions (aircraft changes due to delays, unscheduled aircraft maintenance or aircraft type change) that this is not possible. We will always try to match up the seat requested and replace the seats in the same seating area & position (i.e window, aisle). Changes such as these are out of our control and we will not refund or offer compensation in these circumstances.
17. Complaints:
We aim to provide the best holiday possible. However if you are not satisfied with your holiday please let us know as soon as possible. Complaints must be made in writing within 1 month of your return date. If you have special needs which prevent you from writing to us, then where possible, we will accept details of the complaint over the telephone. Failure to inform us within one month of return may reduce or extinguish any rights you have to claim compensation from us or any other supplier. Complaint case files will be closed strictly 30 days after the date of final written correspondence, once closed case files will not be re negotiated or re opened. We aim to resolve all complaints by ourselves but if this is not possible your complaint can be considered under a scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Association of Arbitrators. We will give you details of this scheme if you ask. The scheme does not apply to claims over £25,000 in total or more than £5,000 a person, or to claims mainly about illness or injury. To use this scheme you must contact the Chartered Institute of Arbitrators within 9 months of your return date.
18. Privacy Policy:
Canadian Affair has measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies. Full details of our data protection policy are available upon request. We respect your privacy and your details will not be passed on to third parties for marketing or other purposes.
Printed January 2010.