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Booking Terms and Conditions
Please read the following terms and conditions carefully. They deal with your rights and obligations to us and ours to you. Please ensure that you are aware of the conditions relevant to your booking.
No contract shall exist until THG has received the required deposit plus insurance premium (if purchased through us) and has signified its acceptance and the customer has received written confirmation. Once the contract is made we are responsible to you to provide the holiday that you have booked and you are responsible to pay for it. When booking a holiday you accept these conditions on behalf of all of your party.
Please note that the terms and conditions applicable to your booking will vary depending on the type of holiday booked, and the airline, hotelier or other operator involved in providing your travel arrangements. You will be advised at the time of booking of any other applicable terms and conditions that are relevant to your booking.
We reserve the right to alter the prices of your holiday should it become necessary to do so. You will be advised of the current price of the package that you wish to book before your contract is confirmed. Once a confirmation has been issued the price shown on that invoice may only vary where there are changes in transportation costs (including fuel), landing taxes embarkation fees at airports or ports and exchange rates. However, there will be no change within 30 days of your departure and we will absorb any increase up to 2% of the price of your travel arrangements that excludes insurance premiums and administration charges.
Booking confirmation & your responsibility
As the majority of bookings are made over the phone there is a possibility that either you, your travel agent or us could misinterpret what was said. Consequently we will send confirmation either via your travel agent or direct to you by post, fax or email. The confirmation will contain the names of the passengers that must be correctly spelt and identical to the full names shown in the passport, the dates and time of travel, departure and arrival points and other relevant information. As a condition of this contract, you are required to carefully check your written confirmation to ensure that it is correct and exactly matches what you booked. If it is not, you are required to contact your agent or us within 48 hours of receiving your confirmation to identify any inaccuracy and take a note of whom you reported it to. If you do not follow this procedure you have deprived us the opportunity of taking prompt corrective action and any consequential loss shall be your sole responsibility and not THG Holidays.
Payment of your holiday
i) On line bookings and short breaks
Full payment is required at the time of the booking unless otherwise stated.
ii) All other bookings
Deposit and balance payment
A non-refundable deposit of £150 or 15% (whichever is the greater) must be paid when you book, along with any applicable insurance premium. For reservations made within 10 weeks of departure the full payment is required at the time of booking. Please note that your booking deposit may increase where there is a specific charge payable for accommodation or where an airfare is based on an instant purchase ticket or special air fare where it is necessary for us to issue the ticket immediately.
All airfares, taxes and fuel charges are subject to increase until full payment has been received and tickets issued. We reserve the right to pass on any increase in charges to you in such circumstances where we have not received full payment. It is therefore to your advantage to finalise payment as soon as you can after booking in order to guarantee the fare.
The balance of your holiday cost must be paid at least 10 weeks before departure. This date will be shown on your confirmation invoice. You may pay by debit card charge of 1% (or £5 if lower), credit card (for which a 2% charge will apply) or cheque. Cheques should be made payable to THG Holidays. The company will not accept responsibility for cash sent through the post and reserves the right to pass on any charges relating to returned cheques and credit card charge backs. Please note that your holiday may be cancelled if you fail to pay your balance on time. The appropriate cancellation charges will then apply.
Amendments and cancellations by you
Once your booking has been confirmed any changes that you wish to make to your booking will be subject to the relevant THG cancellation or amendment charge. Whilst we will do our best to make these changes please be aware that not all requests can be met as some travel arrangements cannot be changed after the reservation has been made and could incur a cancellation charge of up to 100%
All cancellations must be advised in writing by the lead passenger on the booking. Our cancellation charges are based on the number of days before departure that we receive your written request. These charges are a percentage of your holiday cost excluding any non-refundable elements and insurance premiums.
More than 71 days prior to departure – loss of full deposit (amount as advised at the time of booking)
70-55 days prior to departure - full deposit plus 30% of remaining holiday cost*
55-30 days prior to departure – full deposit plus 50% of remaining holiday cost*
29-15 days prior to departure – full deposit plus 75% of remaining holiday cost*
Within 14 days of departure – 100% of holiday cost*
* the full deposit amount includes all non refundable / non changeable elements booked where THG have already incurred the cost or charges. Some flight tickets are non-refundable and any change request after booking will incur a 100% cancellation charge for these tickets. Failure to arrive at point of departure will incur 100% cancellation charges.
Once your holiday has been confirmed any minor alterations that you wish to make to your booking will be subject to a £25 per person, per change fee. In addition you will be liable for any charges incurred by THG holidays as a result of these changes to your booking. You should be aware that these costs may increase the closer to the departure date that changes are made, and that some travel arrangements may not be altered.
All major changes to your booking, including a change of travel date, once confirmed and any other changes that significantly alter the original holiday will be treated as a cancellation. Some suppliers, particularly airlines, may also regard a name change or other change to an existing booking as a cancellation and re book with up to 100% cancellation charges.
Amendments and cancellations by us
Although we make every reasonable effort to avoid having to do so, from time to time it may be necessary to alter or cancel your holiday arrangements and we reserve the right to do so at any time. If we have to make a significant change we will inform you as soon as possible and give you the choice of accepting the change, accepting an alternative or a full refund of all monies paid. Significant changes include a change to your UK departure airport or end destination airport or primary resort, or a flight time change of more than 24 hours. All other changes are deemed to be minor. Please note that we cannot accept consequential loss arising from anything not specifically included in our contract with you.
Cancellations due to force majeure
Occasionally the company is forced to cancel travel arrangements for reasons of “force majeure” which for contractual clarity is defined as “unusual and unforeseeable circumstances beyond our control, the consequences of which we could not avoid even with the exercise of all due care, including (by way of example only) war or threat of war, riots, civil strike, industrial dispute, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions, computer reservation system failure or airline rescheduling.” In all cases of force majeure the Company’s liability shall be limited to the company’s choice of i) providing a refund or a credit note (less an admin fee of £50 per person) or ii) supplying an alternative equivalent holiday on a suitable date.
If you curtail or cancel your travel arrangements, you may be entitled to a partial refund. We need to receive from you written notification of cancellation and any original ticket/voucher before any refund can be considered. Refunds will only be paid to you once we have received the monies back from our supplier(s) and usually takes 8-12 weeks but in some cases (eg lost tickets) this may take longer. Any refund paid will be net of any charges imposed by our suppliers and the Company applies a further per ticket administration fee over and above cancellation charges in such cases.
Where paper tickets are required, travel documents are usually ready for dispatch 14 days prior to departure but cannot be released until we have received full payment (in cleared funds). If you have not received your documents or you have lost your travel documents, please inform us as soon as possible as special arrangements may need to be made. Where it is necessary to post your documents using a Recorded or Special Delivery Service, you will be liable for these costs, which will be added to your booking.
We strongly recommend that all documents be sent to you by Registered Post to your home or office for an additional fee. Documents can be sent by post but the company do not accept responsibility for documents mislaid or lost by the Royal Mail. If your documents become lost or stolen, it will be necessary for you to complete an indemnity form and send it to us so that we can pass it to the airline or supplier concerned.
Your invoice will show the latest planned flight time available to us at the time of your booking. Your confirmed flight times will be shown on your tickets. Where you have been issued an e ticket, your confirmed flight times will be shown on your itinerary. We recommend that you re confirm your flight time with the airline prior to travel as occasionally airlines may change flight times at short notice. Whilst abroad we recommend that you reconfirm your onward and return flight times within 72 hours before departure as we cannot be held responsible for any changes in flight times once you have left the UK.
Accuracy and special offers
Every effort has been made to ensure the accuracy of description, information and prices, however it is possible that an advertised facility may be withdrawn or changed. Whenever practical, we will advise of such changes. We attempt to ensure that information provided is accurate, however some information comes direct from suppliers and we cannot therefore guarantee the accuracy of this information.
Errors and omissions
We will do our best to correct errors and omissions as quickly as practicable after being notified of them. However, because of the technology that is required to operate a travel website there may be times where obvious errors occur. This may result in a price, product, service or other detail presented being incorrect. In this case we reserve the right to cancel the contract, but with no liability to you.
Requests for adjacent or non-smoking rooms, etc should be made at the time of booking. Whilst making every effort to obtain such facilities, we cannot guarantee their provision and such requests form no part of the contract. To eliminate error, specific airline seating arrangements, meal requests and any wheelchair requests should be made by passengers directly with the airline. It should be noted that your air ticket provides you with transportation from your point of departure to your point of arrival and is no guarantee of a particular seat aboard which the airline reserves the right to change, even after confirmation.
Scheduled airlines generally do not have their seats loaded on global distribution systems to sell until 11 months prior to departure. If this applies to you we will inform you at the time of booking and we will calculate the price in anticipation that the seats will be available in the specific booking class to which our negotiated fares apply. We will issue you with a proposed invoice showing the arrangements to be confirmed, we will take a deposit from you but a contract will not exist between us. When the airline seats become available to book we will inform you of the correct price based on what is available should this be different to the original quote. You then have the choice to accept the booking at the revised price quoted or cancel in which case a full refund will be issued. Once you accept the price a confirmation invoice will be issued and then a contract will exist between us.
Before you go on holiday you must take out adequate travel insurance. We strongly recommend that you take out insurance cover once you have booked your holiday. If you chose not to purchase our travel insurance you must provide us with details of your travel policy including the name of the policy provider, policy number and the 24 hour emergency help line number. We will be unable to issue your travel documents until we have received these details.
The Foreign and Commonwealth Office (FCO) travel advice unit may have issued information about your holiday destination. You are advised to check this information on the internet at www.fco.gov.uk. Alternatively you can contact ABTA Information Department on 01901 201 5050 (calls charged at 50p/minute). It is our company policy to follow FCO advice pertaining to your destination.
Although unlikely, it is possible that problems can occur whilst on holiday, and in most instances these can be resolved, provided you take action straight away. It is therefore essential that you try to resolve the problem with the relevant supplier (eg hotel, car rental company, airline) immediately so that the matter can be put right. If the supplier can not resolve the problem to your satisfaction, at the time, you must also contact the Company’s Customer Service Department immediately by telephoning +44 (0) 1792 483320 or 07973 371221 (out of hours), so that the company is given the opportunity to help. In the event that a complaint cannot be resolved at the time, you must write within 28 days of your return to the Customer Services Department at Exchange Buildings, Adelaide Street, Swansea, SA1 1SE. Please give full written details of your complaint and quote your booking reference number on all correspondence. Failure to take these steps will hinder the Company’s ability to resolve the problem and/or investigate it fully and in consequence, any right to compensation you may have will be extinguished or, at the very least, substantially reduced.
Global weather patterns are becoming increasingly volatile and unpredictable, we cannot be held responsible for disruption to your holiday due to unusual or bad weather conditions.
Passports and Visa
Please ensure that you are aware of all passport and visa requirements for your trip and that you allow adequate time to obtain the required documents. Please note that many countries require that your passport is valid for 6 months beyond the period of your stay. Requirements can change and it is your responsibility to ensure that you comply with applicable passport, visa and health requirements and take all necessary documents with you to gain access to any country or region to which you make travel arrangements. If you fail to do so, you will be solely responsible for any cost, loss, or damage which you or the company incurs as a result of your failure.
The Package Travel Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from our brochure/website and for your repatriation in the unlikely event of our insolvency. We provide this security with the Civil Aviation Authority (CAA) under ATOL number 9524. If you book arrangements other than a package holiday (eg accommodation only), the financial protection referred to above does not apply.
When you buy an ATOL protected air holiday package from THG Holidays you will receive a confirmation invoice from us confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 9524. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any monies you have paid to us for an advanced booking. For further information, visit the ATOL website at www.atol.org.uk
When you travel by air or by water the transport companies ‘Conditions of Carriage’ will apply to your journey. You can get a copy of any conditions from our Administration Department.