Holiday Angels

What these terms cover. These are the terms and conditions on which we sell travel arrangements and package holidays to you. The terms and conditions which apply to your booking depends on what you have booked with us, as follows:

If you have booked a single Travel Arrangement with us, for example a flight-only booking or a hotel-only booking we act as an agent on behalf of the third-party supplier of the flight, hotel, or other travel arrangement in question, and your contract for the Travel Arrangement you have booked will be with that Supplier/Principal.

Alternatively, if you have booked a Package Holiday with us then your contract is with us.

Lead Customer

When you make a booking with us, the first named person on the booking (lead customer) agrees on behalf of all persons named on the booking that he/she:

has read these terms and has the authority to and does agree to be bound by them;
consents to our use of personal data in accordance with our privacy policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
accepts financial responsibility for payment of the booking on behalf of all persons named on the booking.

Making a booking. When placing your booking you must provide us with all information which we require. You must also ensure that all information that you provide is accurate.

Booking confirmation. Your booking is confirmed and a contract between you and the Supplier/Principal (where you have booked a single Travel Arrangement) or between you and us (where you have booked a Package Holiday) will exist when we send you confirmation on our/their behalf.

Your responsibility to check your documents & e-tickets. It is your responsibility to check the booking confirmation, ATOL Certificate (if applicable) and any other documents we send you carefully and to let us know immediately in the event of any error or inaccuracy, as it may not be possible to make changes later. Please ensure that the names on the booking confirmation exactly match the names as spelt in your passport (including all middle names). Airlines offer only electronic confirmation of your reservation, or 'e-ticketing', on all routes.

If we cannot accept your booking. If we or the relevant Supplier/Principal(s) are unable to accept your booking, we will inform you of this in writing and will not charge you. If you have already made payment, we will refund this to you in full. This might be because the Travel Arrangements are no longer available, or because we have identified an error in the price or description of the Travel Arrangements. We reserve all rights to accept or decline your booking with us.

Your booking reference. We will assign a unique reference number to your booking and tell you what it is when we confirm your booking. It will help us if you can tell us the booking reference whenever you contact us about your booking.

You must reconfirm with the airline at least 72 hours before the departure time shown on your ticket to confirm that there have been no changes. This applies to both outbound and return flights. We will not be liable for any additional costs due to your failure to reconfirm flights. Reconfirming your flight at least 72 hours before departure is a minimum requirement.

Price and payment

When you must pay and how you must pay. We accept payment by Visa, Mastercard, American Express, Delta, Maestro, Visa Electron, American Express Pay by Bank Transfer. You must ensure, when making payment to us, that the credit or debit card or bank account you are using is your own or, subject to our agreement, if it is a third party's, that you have their express authorisation to use their credit or debit card and that sufficient funds are available to cover the cost of the Travel Arrangements which you book with us.

If a corporate/business card is used to make payment, then a fee will be charged. This fee stands at 3.5% for a corporate/business AMEX card and 3% for all other corporate/business cards. It is your responsibility to correctly identify the card type at the time of purchase. If you fail to declare that a corporate/business card has been used we reserve the right to debit the card for the outstanding percentage.

When you must pay depends on when you booked, and the type of Travel Arrangement you have booked, as follows:

For flight only bookings: Where you have made a booking of a flight only arrangement, full payment will be required by the Supplier/Principal at the time of booking (unless you are advised otherwise when placing your booking);
For all other bookings:
In order to make a booking, you must pay a non-refundable deposit plus any required pre-payments and insurance premiums. The deposit amount will be notified to you at the time of booking.
If you have paid a deposit, the balance of the cost of your booking is payable not less than 4 weeks before your start date, unless you are informed otherwise at the time of booking. If you fail to pay the balance by the due date, we will notify the Supplier/Principal who may cancel your booking and retain your deposit or, where you have booked a Package Holiday, we will cancel your booking and retain your deposit.
Late Bookings. It will usually be the case that, if you make a booking within 4 weeks of your start date, either we or the Supplier/Principal will require you to make payment of the full amount of your chosen Travel Arrangements, at the time of booking.
Local charges not included in the price. The price of the Travel Arrangements includes all government taxes as applicable at the time of booking that do not have to be paid locally. Those that have to be paid locally by you are extra and are your responsibility (such as international airport departure tax or local resort taxes). You will be advised of the amount of any such local charges where known by us before your booking is confirmed.
Booking Fee. Please note we apply a non-refundable booking fee for the processing of all bookings made with us which is included in the final price advertised. The value of the fee applicable to you booking will be communicated to you before you place your booking.

Flight bookings. The majority of flights available to book on our website are not ATOL protected – and nor do they need to be. When selling flights on our website, we act in the following capacities:

Flight-Only Ticket Fully Paid Exemption: for the vast majority of bookings when making your booking with the Supplier/Principal, we will take full payment of the cost of the flight from you, and pass this on to the airline (being the Supplier/Principal) at the time you make your booking, and the Supplier/Principal shall issue you with a confirmed ticket for your flight, which we shall pass on to you immediately upon receipt by the Supplier/Principal. these bookings are exempt from ATOL protection, because the airline has been paid in full and a flight ticket has been issued. Your booking will not be ATOL protected and we shall clearly mark this on your confirmation invoice.
ATOL agency bookings: occasionally, we may act as an agent on behalf of another ATOL holder and your flight booking will therefore be protected under that ATOL holder's ATOL, not ours.
ATOL protected bookings.
Some of the flights and flight-inclusive holidays advertised on our website are financially protected by the ATOL scheme. But ATOL protection does not apply to all flights, holidays and Travel Arrangements listed on this website. This website will provide you with information on the protection that applies in the case of each flight, holiday and Travel Arrangement offered before you make your booking. If your confirmed booking includes an ATOL protected flight, we will issue you with an ATOL Certificate either on our behalf or on behalf of the ATOL holder, as applicable. Any money paid to us in respect of a booking covered by an ATOL is held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to our obligation to pay it to the ATOL Holder for so long as the ATOL Holder does not fail financially. If the ATOL Holder does fail financially, any money held at that time by us or subsequently accepted from the consumer by us, is and continues to be held by us on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to the ATOL Holder.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).

Your rights to make changes to your confirmed booking.

How to request a change. If, after we have issued you with a booking confirmation, you wish to make an amendment to your Travel Arrangements, please contact us in writing. We will contact the Supplier/Principal (where you have booked a single Travel Arrangement) or our own supplier (where you have booked a Package Holiday) and let you know if the change is possible. Please note: amendments to single Travel Arrangement bookings can only made in accordance with the Supplier/Principal's terms and conditions. If the amendment is possible, we will let you know about any changes to the price of the Travel Arrangements or anything else which would be necessary as a result of your requested amendment and ask you to confirm whether you wish to go ahead with the amended booking. If we or the Supplier/Principal cannot make the amendment or the consequences of making the amendment (such as an increased price) are unacceptable to you, you may want to cancel your booking. This may also involve a fee.
Our administration fee. Where your requested change can be met, you must pay all costs and charges incurred or imposed by our suppliers (for Package Holidays) or the Supplier/Principal (for single Travel Arrangement bookings) together with an amendment fee of £25 per change per person
Not all arrangements can be amended. Please note that certain Travel Arrangements (such as flights) cannot be changed or transferred after they have been confirmed and any change could incur a cancellation charge of up to 100% of the cost of the Travel Arrangement and require you to re-book.

Your right to cancel your confirmed booking.

Your right to cancel. You may cancel your confirmed booking at any time prior to departure. Should you wish to do so, you must contact us in writing. For all non-refundable airline tickets if the recoverable tax components are less than the administration charge the ticket will be deemed to be fully non-refundable.
No cooling off period. Please note that you do not have a legal right to change your mind and cancel your Travel Arrangements within 14 days and receive a refund. This right, under the Consumer Contracts Regulations 2013, does not apply to travel arrangements or package holidays.
Our administration fee. Where you cancel a single Travel Arrangement booking you must pay all cancellation charges imposed by the Supplier/Principal. Where you cancel a Package Holiday booking, you must pay all charges imposed by us.

Changes and Cancellations by us or the Supplier/Principal.

For single Travel Arrangement bookings:

Please note that since we act as a booking agent on behalf of the Supplier/Principal we have no liability to you in the event the Supplier/Principal makes a change to or cancels your confirmed booking.
Where you have made a booking with us and the Supplier/Principal of your chosen Travel Arrangement(s) is required to cancel your booking for any reason (or where you have booked a Package Holiday and have the right to cancel your booking), we will, where possible, assist you in obtaining a refund from the Supplier/Principal. Where the Supplier/Principal refunds your booking amount, we will forward this on to you – but only when we have received that refund from the Supplier/Principal. We cannot refund any amount to you if we haven't received the same from the Supplier/Principal. Any refund due to you which is received by us from the Supplier/Principal, will be forwarded on to you.

For all bookings. Please note, the booking fee you pay to us when placing your booking is non-refundable in the event of cancellation.

Our responsibility for your booking. For single Travel Arrangement bookings we act as a booking agent on behalf the Supplier/Principal. As agent, we accept no responsibility for the acts or omissions of the Supplier/Principal or for the Travel Arrangements provided by them. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Travel Arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment. Please Note: where you have booked a Package Holiday we will accept responsibility for that Package Holiday as a package organiser and additional terms and conditions apply.

Your responsibilities

Travel insurance. You must purchase adequate travel insurance for your Travel Arrangements and holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs, ensuring it covers all the activities you plan to undertake and protects you against cancellation, medical and repatriation expenses and personal liability claims. If you wish to arrange additional activities while you are away, please check your cover before doing so. Please read your policy details carefully and take them with you on holiday. If you choose to travel without adequate insurance cover, we will not be liable for any losses suffered by you in respect of which insurance cover would otherwise have been available.
Travel advice. For up-to-date travel advice from the UK government, visit www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk. We recommend that you consult these websites before booking in order to make an informed decision about your chosen destination, and again before departure.
Behaviour. You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our or the Supplier/Principal's opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we or the Supplier/Principal reserve the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to us or the Supplier/Principal prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your Travel Arrangements or with us.
Passports & Visas. It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your Travel Arrangements. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change, and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
Special requests. It is your responsibility to notify us of any special requests at the time of booking e.g. dietary conditions, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. We will pass your request on to the Supplier/Principal but we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met.

Fitness to Travel and Medical Conditions.

We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your booking, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Travel Arrangements.
Acting reasonably, if we or the Supplier/Principal is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or, if you did not give us full details at the time of booking, we may cancel it and impose applicable cancellation charges, when we become aware of these details.

If there is a problem with your Travel Arrangements

How to tell us if you have a problem during the performance of your Travel Arrangements. If you have a complaint about your Travel Arrangements while they are taking place, you must tell the Supplier/Principal straight away. You must also contact us using the emergency contact telephone number which is included in your booking confirmation documents. That number will put you in contact with one of our employees who will take all reasonable steps to help you. It is only if you do this that we have the opportunity to put matters right whilst you're Travel Arrangements are taking place.
If you are still unhappy after you return home. If you have a complaint or claim that you wish to pursue, please write to us within 28 days of your return to the United Kingdom. Where you have booked a single Travel Arrangement we will contact the Supplier/Principal on your behalf. Since we act as an agent on behalf of the Supplier/Provider, we are not responsible to you for any refunds or compensation payments and nor can these be made without the Supplier/Principal's authorisation. Where you have booked a Package Holiday your complaint or claim will be investigated and a full reply sent to you as soon as possible; as our investigations often involve obtaining information from overseas, it may take a few weeks.

Events Beyond Our Control

In these terms, "Events Beyond Our Control" means a situation which is beyond our or the Supplier/Principal's control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, flood, epidemics and pandemics, fire, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination and any other government restrictions on travel. Except where otherwise stated in these terms, we have no liability including for compensation, costs and expenses in such situations.

Your Flights.

Direct Flights. Please note that a flight described in your flight ticket as "direct" will not necessarily be non-stop. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time.
Ticket Utilisation. Please note that where a sector of a flight itinerary is not utilised without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises, we are unable to accept responsibility for any costs incurred.
No liability for delays to flights or other transport. Air, rail, road and other departure times are supplied by the carriers. They are subject to, inter alia, air traffic control restrictions, weather conditions, the need for maintenance and the ability of passengers to check in on time. We do not have any liability to you for any delays that may arise (including any at your international departure airport). We will provide you with information and advice to the extent we are in a position to do so. Where applicable, the airline is responsible for providing any assistance as is legally required by EC 261/2004 (denied boarding and flight disruption) (see clause 19.6 below). Otherwise, any arrangements in the event of a delay will be at the sole discretion of the airline or other carrier involved.
Community list. In accordance with EU Directive (EC) No 2111/2005, we are required to bring to your attention the existence of a ‘Community list' that contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban_en.
Change of carrier. We are also required to advise you of the carrier(s) (or, if the carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. We are not always in a position at the time of booking to confirm flight timings. The flight timings shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets that will be despatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched – we, or the airline, will contact you as soon as possible if this occurs. Any change in the identity of the carrier, flight timings, and / or aircraft type (if given) will not entitle you to cancel or change to other Travel Arrangements without paying normal charges except where specified in these terms. If you have booked a Package Holiday and the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above and we / the carrier are unable to offer you a suitable alternative, the provisions of clause 28 will apply.
If your flight is cancelled or delayed. If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 (denied boarding and flight disruption). Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to EC261 or in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under EC261. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with EC261 or otherwise, you must, when requested, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that payment. If your airline does not comply with these rules you may use the CAA Passenger Advice and Complaints Service. See https://www.caa.co.uk/Passengers/Resolving-travel-problems/ for further details.
Advance Passenger Information. A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves the UK. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for your flight. It is your responsibility to provide these details to the aircrafts and ensure that it is accurate.

Accommodation

Information. We provide as much information as possible to help you choose the right accommodation taking into account a number of factors. Individual descriptions give you basic facts, figures, and photographs of several aspects of the accommodation. It is only fair to point out that not every room in each property is identical or has the same views. Distances are usually measured from the nearest point of public access, so if you have a room in the grounds, it may be further away or nearer than stated in the text.
Local additional charges. Some Supplier/Principals charge a fee/tax per room for certain services. This fee is at the accommodation supplier's discretion and is liable to change without notice and will apply regardless of whether these services are used. Governments have on occasion issued additional taxes and may ask the Supplier/Principals to collect these directly. These charges, if applicable, will be payable by you to the Supplier/Principal directly at checkout. Please verify which extra fees are and/or are not included before making a booking. These charges are subject to change and we have no liability to you for these taxes or charges and they are not included in your booking.
Images. Images featured on our website are used for illustration purposes only. Your specific hotel (where hotel accommodation is included as part of your arrangements) may differ from the representation provided.
Construction work. We cannot be held responsible for continual destination development, but we will endeavour to advise you of any building work of which we are aware that we consider will affect the enjoyment of your Travel Arrangements.

Car hire

Important information. If you book car hire through us, there are a few requirements that you need to be aware of, including:
Check your documentation.
Before travelling always make sure your driving licence is valid and that you have all parts of it together. You may also need an International Driving Permit (IDP) to drive in your destination, so make sure you check this before you travel.
In some countries you may need to produce a check code obtainable form DVLC on https://www.gov.uk/government/news/hiring-a-vehicle.
Understanding the local legal requirements.
Learn the local road signs.
Depending on the country you're driving in, you'll legally have to carry certain items in your car. Check what these are before you travel and make sure you have in the car at all times when driving. This also applies to the local laws for, which side of the road to drive on, speed limits and drink driving limits. Make sure you're familiar with all the rules before you travel.

PACKAGE HOLIDAY BOOKINGS

Pricing. We reserve the right to increase the price of your confirmed Package Holiday solely to allow for increases which are a direct consequence of changes in:
the price of the carriage of passengers resulting from the cost of fuel or other power sources;
the level of taxes or fees applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
the exchange rate relevant to the Package Holiday.
What is Package Holiday. A "Package Holiday" exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday, which is organised by us:
Carriage of passengers; or
accommodation; or
rental of cars, motor vehicles or motorcycles (in certain circumstances); and
any other tourist service not intrinsically part of one of the above travel services,

provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term "package" or a similar term.

You will know when you have booked a Package Holiday as we will be named as the package organiser on the confirmation invoice and where your Package Holiday includes a flight, we will be shown as the ATOL Holder on the ATOL Certificate.

What isn't a Package Holiday. Please note that where you have made a booking which consists of not more than one type of travel service as listed combined with one or more tourist services, this will not create a Package Holiday where the tourist services:
do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the package; or
are selected and purchased after the performance of the carriage of passengers, accommodation or car rental has started.

These bookings will be treated as "Single Component" bookings and will not be afforded the benefit of the rights under the PTRs.

Your right to transfer your Package Holiday

You have the right to transfer your place on your Package Holiday to another person (introduced by you), subject to compliance with the following conditions:
the person to whom you are transferring your place satisfies all conditions applicable to the Package Holiday;
requests for a transfer must be made to us in writing at least 7 days before the start of your Package Holiday and must be accompanied by the name and other applicable details of the person who will replace you;
In the event that the balance of the Package Holiday cost is due but has not been paid when the transfer request is made, this must be paid before the transfer can be made. Any additional payment amount that our suppliers require to effect the change (if the transfer can be made) will be payable, as well as an administration fee of £50 per person.
the transferee agrees to these terms.
If you wish to cancel your Package Holiday
If you wish cancel your Package Holiday after it has been confirmed, you must pay the cancellation charges. In calculating the cancellation charges after we have taken account of expected cost savings and the generation of income from alternative deployment of the Travel Arrangements, to the extent this is likely to be achievable for your Package Holiday. For some bookings, including those for which full payment is required at the time of booking, 100% cancellation charges apply from confirmation of your booking. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling, excluding amendment charges which are not refundable.
Cancellation charges.

Days before departure when notice of cancellation is received by us

Amount of cancellation charges

More than 14 days

Loss of all deposits paid, and any other cancellation fees that may be levied by the supplier(s) of the Travel Arrangements that make up your Package Holiday.

In addition, you will also be required to pay a £50 cancellation fee to cover our administration costs.

14 days or less

100% of the cost of your Package Holiday.

Your right to cancel your Package due to unavoidable and extraordinary circumstances. Please see your insurance policy cover.

Our rights to make changes or cancel your Package Holiday

Very occasionally, we may have to make a change to your confirmed Package Holiday booking or cancel it altogether – and we reserve the right to do so.
Minor changes to your Package Holiday. Most changes will be minor and we have the right to make these. Where we become aware of a minor change to your Package Holiday before departure, we will try to notify you in writing should there be time to do so. We do not have to pay you any compensation where the change to your Package Holiday is minor. Minor changes are likely to include (but are not limited to):
changes to any destination, place of stay or port or place of call in your itinerary which is not a major, confirmed destination, place of stay or port or place of call;
a change of outward departure time or overall length of your holiday by less than 12 hours;
change of accommodation to another of the same or higher standard;
changes to aircraft type or carrier/airline.

Significant changes to your Package Holiday. Occasionally, we may have to make a significant change to or cancel your confirmed Package Holiday. Examples of "significant changes" include the following, when made before departure:

a change of accommodation area for the whole or a significant part of your time away;
a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away;
a change of outward departure time or overall length of your Package Holiday by more than 12 hours;
a significant change to your itinerary, missing out one or more destinations entirely;
A change of UK departure airport except between:
The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
The South Coast airports: Southampton, Bournemouth and Exeter
The South Western airports: Cardiff and Bristol
The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
The Northern airports: Liverpool, Manchester and Leeds Bradford
The North Eastern airports: Newcastle and Teesside
The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen.
If we make a significant change. If we have to make a significant change to your confirmed Package Holiday, we will provide you with the following information in writing as soon as possible:
the proposed changes to your Package Holiday and any impact they have on the price;
in the event that you do not wish to accept the changes, details of any substitute package we are able to offer (if any), including the impact on price. Where the substitute package is a lower standard or cost, you will be entitled to a refund of the difference in price;
your entitlement to cancel your booking and receive a full refund if you do not want to accept the changed package or any substitute package offered; and
the period within which you must inform us of your decision and what will happen if you don't do so.
If we cancel your Package Holiday. We have the right to terminate your confirmed Package Holiday in the following circumstances:
we are prevented from performing your contracted Travel Arrangements as a result of Events Beyond Our Control
Refunds. We will provide you with a refund where you are entitled to receive one (once we have received that refund from the suppliers of the Travel Arrangements making up your Package Holiday; note, we cannot refund any amount to you if we haven't received the same from the applicable supplier(s)) but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. You can also accept an alternative package of a comparable standard if available and we offer one (and we will refund any price difference if the alternative is of a lower value).

No compensation offered:

where the change to your Package Holiday is minor;
where we make a significant change or cancel your Package Holiday more than 60 days before the departure/start date;
where we make a significant change and you accept the changed Package Holiday or you accept an offer of a substitute package;
where we have to cancel your Package Holiday as a result of your failure to make full payment on time;
where the change or cancellation arises out of changes to the confirmed booking requested by you;
where we are forced to cancel or change your Package Holiday due to Events Beyond Our Control

Post-departure changes. If we become unable to provide a significant proportion of the Package Holiday that you have booked after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

We are responsible to you for the proper provision of the Package Holiday. Where you have booked a Package Holiday, we will accept responsibility for your holiday as an "organiser" under the Package Travel and Linked Travel Arrangements Regulations 2018. This means that we are responsible for the proper provision of the Travel Arrangements included in your Package Holiday, as set out in the booking confirmation. Subject to these terms, if we or any of our supplier negligently provide those Travel Arrangements and we don't remedy or resolve your complaint within a reasonable period of time, and this affects the enjoyment of your Package Holiday, you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the Travel Arrangements included in your Package Holiday. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these terms and the extent to which the Supplier/Principal's negligence affected the overall enjoyment of your Package Holiday. Please note that it is your responsibility to show that we or our suppliers have been negligent if you wish to make a claim against us.

What we will not be responsible for. We will not be responsible for any injury, illness, death, loss (including loss of possessions or enjoyment), damage, expense, cost or other sum or claim of any nature whatsoever.

Where you require assistance whilst on holiday. If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances.

Limitation of liability. If a pandemic is declared. We both acknowledge and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on overseas. Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:

Membership organisations. We are members of the Global travel group who an Air Travel Organiser's Licence (ATOL) issued by the Civil Aviation Authority (ATOL 3973 number ).Our legal obligation to provide insolvency protection for your payments. The Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the Package Holiday booked with us and, where flights or other carriage is included, for your repatriation in the event of our insolvency.

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