Travel Bureau - Booking Conditions: Single Contract

Package Holiday Booking Conditions (Single Contract)

Please read the following information carefully.

YOUR PACKAGE HOLIDAY BOOKING IS WITH WINDGROVE LTD t/a TRAVEL BUREAU

These Package Holiday Booking Conditions set out the terms of the agreement between Travel Bureau and you.  Your contract incorporates these Package Holiday Booking Conditions which are governed by English law, and the jurisdiction of the English Courts and, by making a booking with us, you confirm your acceptance of these Booking Conditions. 

Our details

Travel Bureau is the trading name of Windgrove Ltd, a limited company incorporated in England and Wales (Company No. 711345) whose registered office is at 69 High Street, Gosforth, Newcastle upon Tyne, NE3 4AT (email info@travelb.co.uk, telephone +44 191 285 9321).

Travel Bureau is referred to in these Package Holidays Booking Conditions as ‘we’, ‘us’ or ‘our’.  ‘You’ and ‘your’ means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the person who makes the booking.  

Your Holiday Contract

The contract between us comes into effect as soon as we issue our Booking Confirmation and your holiday will be reserved based upon these Package Holiday Booking Conditions.

The ‘Lead Name’ as shown on the Booking Confirmation must be at least 18 years of age on or before the date of departure and must guarantee that they have the authority to accept and do accept on behalf of their party the terms of these Booking Conditions and for making payments on behalf of the whole party.

Paying for Your Holiday

Once you have asked us to confirm your booking, a non-refundable per person deposit (to be confirmed at the time of booking) will be immediately due with the balance payable 98 days prior to departure.  If your travel is due to commence within 14 weeks of booking, the total price of all travel arrangements is due immediately.

If the deposit and/or balance is not paid by the due date, we reserve the right to cancel your holiday.  If the balance is not paid in time, we shall retain your deposit. 

Our preferred method of payment is by BACS:

Account Name:  Windgrove Ltd t/a Travel Bureau

Bank:  Barclays Bank

Account No.:  30834750

Sort Code:  20 59 61

IBAN:  GB97BARC20596130834750

SWIFT:  BARCGB22

If you Change Your Booking

If, after receiving our Booking Confirmation, you wish to change your travel arrangements, you (‘Lead Name’) must inform us in writing as soon as possible.  We will do our best to accommodate any changes although we cannot guarantee that this will be possible as changes will be subject to availability at the time of your request. 

Where we can make the changes, there will be a minimum administration fee of £50 per person applied which will be in addition to any extra costs incurred as a result of the new arrangements plus any cancellation fees associated with the original booking.  You should be aware that these costs could increase the closer to the departure date that changes are made, and you should contact us as soon as possible.

Please note, some arrangements, typically scheduled flight tickets are very restrictive, and may not be changeable and any alteration request may incur a cancellation charge of up to 100% of that part of the arrangements.

You can transfer your booking to another person who satisfies all the conditions that apply to this booking, by giving us notice in writing at least seven days before departure.  Both you and the new traveller are responsible for paying all costs we incur in making the transfer.

Any booking discount you received at the time of the original booking may be altered or reduced whenever changes are made if such discount has since been altered, reduced or withdrawn.

If you have paid supplements for accommodation and the number of people in your party changes, you may have to pay extra.

Any change to your departure date, airport, transportation, destination, accommodation or length of stay must apply to all members of your party.

You may not change travel arrangements following a promotional special offer without incurring cancellation penalties on the original holiday.

Any special offers, savings or promotions may not be combined with other special offers, savings or promotions.

If You Cancel Your Booking

We start to incur costs in relation to your travel arrangements from the time we confirm your booking.  If you wish to cancel all or part of your booking, you (‘Lead Name’) must contact us in writing with specific instruction as to which or all elements of the package you wish to cancel, and cancellation takes effect from the day we receive your correspondence.  Written notification can be accepted by email to customerservices@travelb.co.uk or by post to our Head Office at 69 High Street, Gosforth, Newcastle-upon-Tyne, NE3 4AT, in which case we recommend ‘Guaranteed Special Delivery’.

We will levy a cancellation charge set out on the table below.  These charges are based upon the estimated cost of cancelling your arrangements and the expenses and losses we are likely to suffer if we cannot resell the package.

Notice                        Charge

More than 98 days:    Loss of deposit

99-76 days:                50% or loss of deposit*

75-61 days:                75% or loss of deposit*

0-60 days:                  100% 

*whichever is greater

Note: If your reason for cancellation falls within your insurance cover, you may be able to claim a refund of your cancellation charges from the insurance company less any applicable excess.

You can cancel your booking without paying cancellation charges if the performance of your package holiday, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances.  In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund.  We will observe advice provided by the UK Foreign & Commonwealth Office.

If we Change Your Booking

Changes to the price

Once you have booked, we can change your holiday price only in certain circumstances:

  • Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources
  • Changes in the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports
  • Changes in exchange rates

However, there will be no changes within 20 days of departure.

We will absorb, and you will not be charged for, any increase equivalent to 2% of the total cost of your holiday (excluding any insurance premiums and any amendment charges).  You will be charged for any amounts over and above that.  If this results in an increase to more than 8% of the cost of your holiday, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.  Should you decide to cancel, you must:

  1. do so within the time period shown on your final invoice
  2. we will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy

Should the price of your holiday reduce as a result of the afore-mentioned circumstances, then any refund due will be paid to you.  We will deduct our administrative expenses incurred from this refund. 

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.

Changes other than the price

It is a term of your booking that we can make changes to any aspect of your booking.  If the change is insignificant, we will ensure that you are notified of it.  Examples of insignificant changes include alteration to your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, change of carriers.

If we are constrained by circumstances beyond our control to alter significantly any of the characteristics of the travel services that make up your package, we will contact you and you will have the choice of accepting one of the options below:

  1. alternative travel arrangements of equivalent or of very closely similar standard and price, if available; or
  2. alternative travel arrangements of a lower standard together with a refund of the difference in price; or
  3. cancel your travel arrangements with a full refund of all monies paid

If you choose to accept a refund:

  1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse the policy
  2. we will pay compensations as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

If We Cancel Your Booking

In the unlikely event that we need to cancel your travel arrangements, we will contact you as soon as possible.  However, we will not cancel your travel arrangements less than 98 days before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance.  Unavoidable and extraordinary circumstances mean a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

If we do have to cancel your travel arrangements, we will provide you, where possible, with three alternatives:

  1. alternative travel arrangements of equivalent or of very closely similar standard and price, if available; or
  2. alternative travel arrangements of a lower standard together with a refund of the difference in price; or
  3. cancel your travel arrangements with a full refund of all monies paid

If you choose to accept a refund:

  1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse the policy
  2. we will pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above)

Compensation Payable

Notice                        Compensation

0-14 days:                  £50

15-27 days:                £40

28-41 days:                £30

42-60 days:                £20

60 days plus:             nil

Children or others travelling at concessionary rates will receive compensation pro rata based on the concessionary price against the full adult price as shown on the Booking Confirmation.  The compensation that we offer does not exclude you from claiming more if you are entitled to do so.N.B. Credit/Compensation per fare paying passenger (exc. children)

Our liability to you

We accept responsibility for ensuring the proper performance of your holiday, limited to items included on your Booking Confirmation.  You must inform us without due delay of any failure to perform or improper performance of the travel services included within your holiday package.  If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both.  We will not be liable where any failure to perform or improper performance of the travel services is due to:

  • you or another member of your party
  • a third party unconnected with the provision of the travel services in the package and is unforeseeable and unavoidable
  • unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken

Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the total cost of your travel arrangements.  Our liability will also be limited in accordance with and/or in an identical manner to:

  1. The contractual terms of the companies that provide the travel services that make up your package.  These terms are incorporated into this booking; and
  2. Any relevant international convention eg the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed 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 the extent of or the conditions under which compensation is to be paid under these or any conventions.

You can request copies of the travel service contractual terms, or the international conventions, by emailing info@travelb.co.uk, quoting your booking confirmation number.  Under EU law (Regulation 261/2004) 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 will be publicized at EU airports and available from airlines.  However, reimbursement in such cases will not automatically entitle you to a refund of your holidays cost from us.  Your right to a refund and/or compensation from us is set out in the booking conditions.  If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible, of equivalent category, for a maximum of three nights.  The limit does not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, providing that you notified us of these needs at least 48 hours before the start of your holiday.

Please note, this entire clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

Your Financial Protection

The Package Travel and Linked Travel Arrangements Regulations 2018 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.  

  1. For flight-based holidays, this is through our Air Travel Organiser’s Licence (ATOL), number 5322 issued by the Civil Aviation Authority (CAA) of 45-59 Kingsway, London WC2B 6TE www.caa.co.uk.  When you buy an ATOL protected flight, or flight inclusive holiday from us you will receive a Booking Confirmation along with our ATOL Certificate listing the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. 

We will provide you with the services listed on the ATOL certificate (or a suitable alternative).In some cases, where we are not able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (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).

If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme.You agree that in return for such payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim again us (or your credit card issuer where applicable).You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

  1. When you buy a package that does not include a flight, protection is provided by way of a bond held by ABTA - The Travel Association, 30 Park Street, London SE1 9EQ under ABTA no. 59004. Please go to www.abta.com for a copy of the guide to ABTA’s scheme of Financial Protection.

Complaints

If you have a complaint about any of the services included in your holiday, please bring this to our attention immediately by contacting our office on +44 (0) 191 255 9931 so we can endeavour to put things right.  Please note that, in the first instance and where possible, you should bring any issues direct to the attention of the supplier of the service eg your hotel to offer them the opportunity to assist.

In the unlikely event that matters cannot be resolved locally to your satisfaction, you must follow up in writing to our Customer Services Department, customerservices@travelb.co.uk within 28 days of returning from your holiday, giving your booking reference and all relevant information.  Please keep your letter concise and to the point.  If you fail to follow the requirement to report your complaint whilst in resort, we will be deprived of having the opportunity to investigate and rectify it and this may affect your rights under this booking. 

As a member of ABTA, membership no. 59004, we are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.  We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.  If we are unable to resolve your complaint, go to www.abta.com to follow ABTA’s simple procedure.  Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.  You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec/europa.eu/consumers/odr/.  This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

Additional Assistance

If you find yourself in difficulty whilst on holiday and request our help, we will provide appropriate assistance, in particular, by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls and/or emails.  You will be asked to pay for any costs incurred should the difficulty be your fault.

Passport, Visa and Immigration Requirements

It is your responsibility to ensure you are in possession of all necessary travel documents before departure.  All costs incurred in obtaining such documentation must be paid by you.

We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation.  If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.

Excursions

Excursions or other tours that you may choose to book and pay for whilst you are on holiday are not part of the package holiday provided by us.  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.  We are not responsible for the provision of the excursion or tour or for anything that happens during its provision by the operator.

Health & Vaccinations

If you have any medical condition or disability which may affect your holiday or any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking.  In any event, you must give us full details in writing at the time of booking and whenever any significant change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed.

Health facilities, hygiene and disease risk vary worldwide.  You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken early enough (which may be a month or more prior to departure) to be fully effective by the date of travel.  It is your responsibility to ensure you are aware of all recommended and required vaccination and health precautions in good time before departure.

Details are available from your GP surgery and from the National Travel Health Network and Centre www.nathnac.org Sources of information include the Department of Health free leaflet ‘Health advice for travellers’ (available on request Tel. 0207 210 4850), your specialist travel clinic).

Health, Safety & Security Abroad

The safety and security of our clients is of paramount importance.  If the Foreign Office advises that people should not visit a particular country, we would act on this and reserve the right to cancel your holiday. 

When in a foreign country, it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment etc.  Travellers have the same responsibility for their personal safety and that of their possessions, as they do at home.  

We operate to many parts of the world, some of which do not conform to British health and safety standards.  Both we and our suppliers request that all hotels comply with the local regulations applicable in their country for health and safety but we cannot guarantee that these meet British standards and therefore urge that you undertake reasonable precautions to protect yourself whilst on holiday.

To make the most of your trip overseas, check out the Foreign & Commonwealth Office website at www.fco.gov.uk/travel.  Packed with essential travel advice and tips, this website offers a wealth of country-specific information that only the FCO can provide.

Special Requests

If you have any special requests (dietary or otherwise) you must inform us at the time of booking so that we can pass these onto our suppliers.  Whilst we will do our utmost to accommodate your request, we cannot guarantee that we will be able to meet your requirements.

The provision of any special request does not constitute a term of your contract with us. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your Booking 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. 

Data Protection

We will not use any personal data relating to you which we hold at any time for any purpose other than in connection with your booking.  We will not pass on such data to any third parties except where necessary to provide you with the holiday, unless authorised by you.  You consent to this information being given to our suppliers (including hotels, airlines, insurers, transport companies and any necessary public authorities).  This information may include details regarding any disabilities, dietary requirements or your religion and may be transferred overseas.

We may use your data to notify you of our services, offers and promotions from time to time and if you do not wish to receive this information, you can unsubscribe or notify us at any time.

If you wish to find out more about the personal data we hold about you, we can supply a copy.

For any further information or queries please contact us on 0191 285 9321 or email customerservices@travelb.co.uk

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