Booking Terms & Conditions
These Booking Conditions together with the Important Information form the basis
of your contract for all bookings with Travelbag Limited trading as Tropical Collection
(company registration number 01434872) whose registered office is situated at Glendale
House, Glendale Business Park, Sandycroft, Nr Chester, CH5 2DL. For training and
quality purposes telephone calls may be recorded.
These Booking Conditions apply to bookings of packages, accommodation only, flight
only and/or Flight Plus travel arrangements.
If you are booking a package which contains a cruise element different booking conditions
will apply. Please ask your travel consultant for a copy.
1. The meaning of the words used in these Booking Conditions
In these Booking Conditions, the following words have the following meanings (except
where the context otherwise requires);-
“ABTA” means ABTA Limited of which Travelbag is a member (No V0654)
“accommodation only” means any accommodation (of whatever type) which is arranged
by us and does not form part of a package
“arrangements” means a package, accommodation only, flight only and/or Flight Plus,
“ATOL” means the Air Travel Organisers Licence of which Travelbag is a holder (No.
“departure” means the commencement of your arrangements
“flight only” means any flight (of whatever type) which is arranged by us and does
not form part of a package
‘Flight Plus’ exists where
- You request to book a flight out of the UK, or a flight into the UK where you departed
from the UK by another means and on the same day, the day before or the day after,
you also request to book either living accommodation or self-drive car hire which
takes place outside the UK and is supplied under or in connection with your flight.
In all cases the services must cover a period of more than twenty four hours or
include overnight living accommodation in order to make them a Flight-Plus.
- If in connection with the flight, you also book any tourist services which are not
ancillary to flight or living accommodation and which account for a significant
proportion of the Flight-Plus, they will also form part of the Flight-Plus.
- A Flight-Plus will also exist where on the same day, the day before or the day after
you have requested to book: a) a non flight inclusive Package, you request to book
a flight out of the UK, or a flight into the UK where you departed from the UK by
another means or b) a flight inclusive Package, you request to book accommodation
or self-drive car hire outside the UK.
- A flight which begins and ends in the United Kingdom will not form part of a Flight-Plus.
- A Flight-Plus will cease to exist and this clause will not apply if you cancel any
component of your Flight-Plus; and as a consequence of that cancellation, the requirements
in paragraph (1) are no longer satisfied.
- Where you request to book a Flight-Plus, we will be a Flight-Plus Arranger in accordance
with the definitions set out in Regulation 25 of The Civil Aviation (Air Travel
Organisers’ Licensing) Regulations 2012.
“package(s)” means a pre-arranged combination of at least two of the following components
when sold or offered for sale at an inclusive price and when the service covers
a period of more than twenty four hours or includes overnight accommodation:-
- other tourist services not ancillary to transport or accommodation and accounting
for a significant proportion of the Package
“party leader” means the lead passenger named on the booking documentation.
“shops” means our retail shops
“ticket(s)” means the document which, subject to compliance with all applicable
requirements, will enable you to gain access to your flight. References to a “ticket”
includes an e-ticket and any equivalent document.
“telesales services” means our telephone booking reservation services
“Travelbag”, “we”, “us” and “our” means Travelbag Limited
“website” means the website www.tropicalcollection.co.uk
“you”, “your” and “party members” means all persons named on the booking (including
anyone who is added or substituted at a later date) or, where the context requires,
any of them.
2. Making your booking
The party leader must be at least 18 and must be authorised to make the booking
on the basis of these Booking Conditions by all persons named on the booking. In
making the booking, the party leader confirms that he/she is so authorised and that
all party members agree to be bound by these Booking Conditions. The party leader
must ensure that all information provided to us is accurate and complete and must
use their own debit or credit card to make the booking. If the debit or credit card
belongs to a third party, the party leader must have that person’s express authority
to use it and must have confirmed this to us in writing in advance. The party leader
is responsible for making all payments due to us and for passing on to all party
members all information and documents provided by us. We can only communicate and
send documents to the party leader.
The payments set out in clause 5 “Payment” below must be made at the time you make
your booking request. Subject to the availability of all component parts of your
requested arrangements and receipt by us of all applicable payments, your booking
will be confirmed by the issue of a confirmation invoice. Your contract will come
into existence as set out under clause 7 “Your contract”. No contract will exist
before this point and we have the right to refuse to accept any booking.
The minimum deposit or full payment as stipulated in clause 5 must be paid at the
time you make your booking request. On receipt of this we will provide you with
a booking reference (which you should quote at all times when corresponding with
us). If we are able to confirm your booking request, we will take payment from your
debit or credit card and send you a confirmation invoice. If we cannot or do not
do so, we will notify you accordingly and any payment which has been made will be
3. To make your booking
To make a booking please call our telesales Services on 0871 911 0014. Costs 10p/min + network extras
4. Your confirmation invoice / ticket / other paperwork
Please check your confirmation invoice, ticket and any other documentation you receive
in relation to your booking as soon as you receive it. Please contact us immediately
if any information appears to be incorrect or incomplete as it may not be possible to
make changes later. We regret we cannot accept any liability if we are not promptly
notified of any inaccuracy in any documentation (including tickets). We will endeavour
to rectify or arrange for the rectification of any errors but you will be responsible
for any costs involved in doing so pursuant to clause 12.
In order to confirm your chosen arrangements, a minimum non-refundable deposit of
£200 per person must be paid at the time of booking if you are booking more than
12 weeks in advance. A higher deposit may be payable depending on the particular
arrangements booked and in some circumstances full payment for the arrangements
may be required at the time of booking. Please check with us at the time of booking.
Depending on the fare booked, full payment for flights may be required at the time
of booking. Full details of the applicable payment will be given at the time of
booking. If booking 12 weeks or less before departure, full payment must be made
at the time of booking.
If not paid in full at the time of booking, the balance of the cost of your arrangements
must be received by us no later than 12 weeks before departure. If we do not receive
all payments due (including any surcharge where applicable) in full and on time,
your booking will be treated as cancelled by you in accordance with clause 13.
6. Payment Method
We accept payment by:
- credit/debit card. We do not accept payment via Solo or Electron. Please note there
may be a handling charge payable for credit/debit card payments. At the date of
publication of these terms and conditions, this handling charge will be 2.5% for
credit card payments and 3.5% for Amex payments. There is no handling charge for payment
by debit card. These charges are subject to change and you will advised of the correct
fee at the time of booking.
- personal or company cheque made payable to Travelbag Ltd. Please note that deposit
payments can not be made by cheque. Payment may be made for the balance via cheque.
Please note that we will require 10 business days to clear payments made by cheque;
- (c) cash. However please note we do not accept responsibility for cash sent by courier
or post, even if sent by registered or recorded delivery post or any other means
of special delivery. If you wish to make payment via bank transfer, please ask us
for the details of our bank account.
Please note, in addition to the price of your arrangements, there will be a minimum
charge of £18.00 per booking administration fee or such other amount as may be amended
from time to time. We will confirm the amount of this administration fee prior to
Most airlines offer only 'e-ticketing'. If you request a paper ticket, an administration
fee of £100 per ticket will be levied in addition to any applicable airline charge.
7. Your contract
When your booking is confirmed as set out in clause 2 “Making your booking”, a legally
binding contract between you and Travelbag comes into existence.
These Booking Conditions and any agreement to which they apply are governed in all
respects by English law. We both agree that English law (and no other) will apply
to any dispute, claim or other matter which arises between us out of or in connection
with your contract or booking.
We both also agree that any dispute, claim or other matter of any description (and
whether or not involving any personal injury) which arises between us must be dealt
with under the ABTA Arbitration Scheme (if the scheme is available for the claim
in question – see clause 21) or by the Courts of England.
8. Dispatch of travel documents
Travel documents are usually ready for dispatch to you at least two weeks before
departure, but cannot be released until we have received full payment in cleared
funds. We recommend that all documents are sent via registered post/courier service,
for an additional fee. If you do not want us to send via this method we will post
your travel documents via first class post to the billing address of the party leader.
In some circumstances it may be possible to email travel documents to you, dependent
upon the size and format of the travel documents.
We do not accept responsibility for documents mislaid or lost by the Royal Mail.
If your documents are lost or stolen, it will be necessary for you to complete an
indemnity form. The booking terms and conditions of the relevant airline and/or
supplier will govern the reissue of lost or stolen tickets. Some airlines or suppliers
are prepared to issue replacement tickets immediately (but may impose a fee for
this); others may require full payment again before they will reissue replacement
tickets (they will then usually refund the amount paid for the original travel documents
at a later date, which for some airlines can be up to 12 months). You will be responsible
for paying any fees (including our administration fee), losses and/or expenses incurred
in respect of the reissue of lost or stolen tickets.
9. The cost of your arrangements
Supplements/surcharges may be applicable for peak times including but not limited
to bank holidays, special events and Christmas/New Year.
Despite our best efforts, errors in advertised prices and other details occasionally
occur and hotel descriptions and facilities can change even after our brochure has
been printed. We reserve the right to correct such errors and information at any
time. You must check the price of your arrangements at the time of booking. Please
note that you will be responsible for any additional payments due to third parties
not included in the price of your arrangement such as local taxes on hotel stays.
In order to guarantee the price of arrangements confirmed at the time of booking
or any element of them (for example, any flight(s)), you may be required to make
full payment for the arrangements/element(s) concerned at the time of booking/prior
to the balance due date. If you fail to meet any such request, any increase(s) in
the price will be passed on to you. However, we would like to draw your attention
to the fact that it may not always be possible to guarantee the price by making
payment as set out above in which case any increase(s) will be passed on as set
Once the price of your arrangement(s) has been confirmed, then subject to the correction
of errors we will only increase or decrease the price in the following circumstances;
price increases/decreases after booking will be passed on by way of a surcharge
or refund. A surcharge/refund will be payable, subject to the conditions set out
in this clause, in the event of any change in our transportation costs or in dues,
taxes or fees payable for services such as landing taxes or embarkation or disembarkation
fees at airports or in the exchange rates which have been used to calculate the
cost of your holiday. Even in the above cases, only if any increase exceeds 2% of
the total cost of your arrangements (excluding any amendment charges) will we levy
In the event that any surcharge is greater than 10% of the total cost of your arrangements
(excluding any amendment charges), you will be entitled to cancel your booking and
receive a full refund of all monies you have paid to us (except for any amendment
charges) or alternatively purchase other arrangements from us as referred to in
clause 14 “Changes and Cancellation by us”.
You have 14 days from the surcharge invoice issue date to tell us if you want to
cancel or purchase other arrangements. If we do not hear from you within this time,
we are entitled to assume that you will pay the surcharge. Any surcharge must be
paid with the balance of the cost of your arrangements or within 14 days of the
surcharge invoice issue date, whichever is the later. No surcharge will be levied
within 30 days of your departure. No refunds will be payable if any decrease in
our costs occurs within this period either.
A refund will only be payable if any decrease in our costs exceeds 2% as set out
above. Where a refund is due, we will pay you the full amount of such decrease.
Please note that our prices are based on bookings made by UK residents only. If you
are not a UK Resident or UK passport holder, you may be liable upon check-in/check-out
for additional charges. Travelbag will not be liable for such additional charges.
10. Special requests, disabilities and medical conditions
If you have any special request, you must advise us at the time of booking. We regret
we cannot guarantee any request will be met unless we have specifically confirmed
it in writing. Confirmation that a special request has been noted is not confirmation
that it will be provided. All special requests are subject to availability. Failure
to meet any special request will not constitute a breach of contract.
If you or any member of your party has any disability or medical condition which
may affect your arrangements, please provide us with full details at the time of
booking so that we can advise as to the suitability of the chosen arrangements.
If we/the airline/other supplier reasonably feel unable to properly accommodate
the particular needs of the person concerned, we reserve the right to decline the
booking. In the event that full details are not given at the time of booking, we
reserve the right to cancel the booking when we become aware of these details. Cancellation
charges in accordance with clause 13 will apply.
Adequate travel insurance is essential. We have various policies available. Please
read your policy details carefully. It is your responsibility to ensure that the
insurance cover you purchase is suitable and adequate for your particular needs.
If you choose to travel without adequate insurance cover, we will not be liable
for any losses howsoever arising, in respect of which insurance cover would otherwise
have been available.
12. Changes by you
Should you wish to make any changes to your confirmed arrangements, you must notify
us in writing as soon as possible. Whilst we will endeavour to assist, we cannot
guarantee any such requests will be met. Where a requested change can be made, a
non-refundable amendment fee of £50 per person, per component affected will be payable
together with any costs or charges incurred by ourselves or incurred or imposed
by any airline or supplier.
Some suppliers/airlines, special fares/costs are in some cases non-refundable as
soon as they are booked. In addition some suppliers/airlines, may consider a name
change or other change to an existing booking as a cancellation and rebooking with
up to 100% cancellation charges payable by you. Please check at the time of booking.
If any member of your party is prevented from travelling, the person(s) concerned
may be able to transfer their place provided we are notified not less than 2 weeks
before departure. The request must be made in writing by the party leader to the
sales agent who made your booking.
Where a transfer to a person of your choice can be made, all costs and charges incurred
by us and/or incurred or imposed by any of our suppliers as a result together with
an amendment fee of £50 per person must be paid before the transfer can be effected.
For flight inclusive bookings, you must pay the charges levied by the airline concerned.
As most airlines do not permit name changes after tickets have been issued, you
will have to pay the full cost of an alternative flight (if available) if you wish
to transfer after tickets have been issued. If you require an alternative flight
then we must be notified in writing not less than two days before departure upon
which we shall endeavour to secure an alternative flight.
13. Cancellation by you
Should you or any member of your party need to cancel your confirmed arrangements,
the party leader must immediately notify us in writing. Your notice of cancellation
will only be effective when it is received by us.
The following cancellation charges* will be payable where you cancel or your booking
is cancelled in accordance with these Booking Conditions (e,g. where you fail to
make payment as required) except where otherwise stated. The cancellation charges
set out below exclude any amendment charges. Amendment charges and insurance premiums
are not refundable in the event of the person(s) to whom they apply cancelling.
Please note that where an outbound portion of your flight coupon is not used, the
return sector will be automatically cancelled by the airline and will be classed
as void. No automatic right to any refund exists for part-used tickets.
Period before departure and cancellation charge
*63 days or more: Total flight cost plus 35% of all other elements relating to the
booking (or the deposit amount whichever is the greater)
62 - 42 days: Total flight cost plus 50% of all other elements relating to the booking
(or the deposit amount whichever is the greater)
41-34 days: Total flight cost plus 70% of all other elements relating to the booking
(or the deposit amount whichever is the greater)
33 - 21 days: Total flight cost plus 90% of all other elements relating to the booking
(or the deposit amount whichever is the greater)
Less than 21 days: 100% of total cost of booking.
*These cancellation charges apply to all bookings, except where a booking includes
items or services where our suppliers’ own cancellation charges exceed those shown
above. Please enquire at the time of booking as up to 100% cancellation charges
may apply from the time of booking.
In the event of cancellation by some party members, additional charges may be payable.
Any such additional charges must be paid at the time of cancellation or with the
balance of the cost of the arrangements as advised.
Cancellation by you of a flight only booking
Should you or any member of your party need to cancel your confirmed arrangements,
the party leader must immediately advise us in writing. Your notice of cancellation
will only be effective when it is received by us. The cancellation charge of flight
only bookings will be 100% of the cost of the booking.
14. Changes and cancellation by us
Arrangements are often made many months in advance. Occasionally, we, airlines and/or
suppliers have to make changes to and correct errors in published and other details
both before and after bookings have been confirmed and cancel confirmed bookings.
Whilst we always endeavour to avoid changes and cancellations, we must reserve the
right to do so. However, we will only cancel your confirmed booking 8 weeks or less
before departure where you have failed to comply with any requirement of these Booking
Conditions entitling us to cancel or where we are forced to do so as a result of
circumstances outside our control or because an insufficient number of people have
booked your chosen arrangements and we have notified you of this not less than 8
weeks before departure.
Most changes are minor. Occasionally, we have to make a significant change. Examples
of significant changes include the following changes when made before departure;
- a change of accommodation to that of a lower official classification or standard
for the whole or a major part of the time you are away;
- a change of outward departure time resulting in the overall length of time you are
away being reduced by twenty four hours or more. For the avoidance of doubt this
does not include delays at the airport on the day of departure; or
- a change of UK departure point to one which is substantially more inconvenient for
you (except between airports within or around the same city for example London Gatwick
and Stansted Airports).
If we have to make a significant change or cancel, we will tell you as soon as possible.
If there is time to do so before departure, we will offer you the choice of the
- accepting the changed arrangements or
- purchasing alternative arrangements from us, of a similar standard to those originally
booked if available (if the alternative is less expensive than the original arrangements,
we will refund the difference but if more expensive, we will ask you to pay the
- cancelling or accepting the cancellation in which case you will receive a full refund
of all monies you have paid to us.
Please note, the above options are not available where any change made is a minor
In relation to packages only, if we have to make a significant change or
cancel after the date you have to pay the balance of the cost of your arrangements,
we will (as a minimum where compensation is due), subject to the following exceptions
pay you the compensation payments set out in the table below depending on the circumstances
and when the significant change or cancellation is notified to you and provided
we have received full payment.. 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 unusual and unforeseeable circumstances
beyond our control, the consequences of which we could not have avoided even with
all due care or where we cancel more than 8 weeks before departure because an insufficient
number of people have booked your chosen arrangements.
Period before departure a significant change or cancellation is notified to you
Compensation per person (excluding infants)
56 days or more
55 to 29 days
28 to 14 days
14 days or less
In relation to packages only, if we become unable to provide a significant
proportion of the services that you have booked with us after you have departed,
we will make alternative arrangements for you at no extra charge and, if appropriate
in all the circumstances, will pay you reasonable compensation.
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) or where any change is
a minor one.
Very rarely, we may be forced by “force majeure” (see clause 15) to change or terminate
your holiday 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, pay you any compensation or meet any costs or expenses you
incur as a result.
15. Force Majeure
Except where otherwise expressly stated in these Booking Conditions, Travelbag,
airlines and other suppliers will not be liable for any change, compensation, cancellation,
effect on your holiday, loss, damage or expense of any nature or description you
suffer or incur or failure to perform or properly perform any contractual obligation(s)
which is due to any event(s) or circumstance(s) which Travelbag, the airline or
other supplier, could not, even with all due care, foresee or avoid. Such events
may include but are not limited to war or threat of war, riot, civil strife, actual
or threatened terrorist activity, industrial dispute, natural or nuclear disaster,
adverse weather conditions, fire, flood, pandemics, systems failure and all similar
events outside the control of the party concerned.
16. Flight information
The flight timings given on booking are for general guidance only and are subject
to change. The latest flight times will be those shown on your tickets. You must
accordingly check your tickets 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 are not liable if there is any change to a departure or arrival time previously
given to you or shown on your ticket. Please reconfirm your flights with the airline.
Please note that a flight described as "direct" will not necessarily be non-stop.
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
Please note the existence of a “Community list” (available for inspection at
air carriers that are subject to an operating ban within the EU Community.
17. Flight delay
Unfortunately, delays sometimes occur. Depending on the length of the delay and
surrounding circumstances, the airline concerned should provide refreshments when
and where appropriate. Travelbag is not in a position to provide any assistance
in the event of flight delay and cannot accept any liability except where expressly
stated in these Booking Conditions.
18. Denied Boarding Regulations
If any flight you have booked is cancelled or delayed, your flight ticket is downgraded
or boarding is denied by your airline in circumstances which would entitle you to
claim compensation against the airline under EC Regulation No 261/2004 – the Denied
Boarding Regulations 2004, you must pursue the airline for the compensation due
to you as the full amount of your entitlement to any compensation or other payment
is covered by the airlines obligations under these regulations. For further information
you should contact the Civil Avitiation Authority www.caa.co.uk
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 the Denied Boarding Regulations or in respect of any flight cancellation
or delay, downgrading of any flight ticket or denial of any boarding.
19. Our Liability to you
(1) In respect of Packages
We will accept responsibility for the package arrangements we agree to provide or
arrange for you as an “organiser” under the Package Travel, Package Holidays and
Package Tours Regulations 1992 as set out below. Subject to these booking conditions,
if we or our suppliers negligently perform or arrange the services which we are
obliged to provide for you under our contract with you, as set out on your confirmation
invoice, we will pay you reasonable compensation. 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 conditions
and the extent to which ours or our employees’ or suppliers’ negligence affected
the overall enjoyment of your holiday. Please note that it is your responsibility
to show that we or our supplier(s) have been negligent if you wish to make a claim
(2) In respect of Non-Packages
We have a duty to select the suppliers of your non-packaged arrangements with reasonable
skill and care. Except as stated otherwise in these terms, we have no liability
to you for the actual provision of the arrangements, except in cases where it is
proved that we have breached that duty and damage to you has been caused. Therefore,
provided we have selected the suppliers with reasonable care and skill, we will
have no liability to you for anything that happens during the service in question
or any acts or omissions of the supplier, its employees or agents.
(3) In respect of any booking, we will not be responsible for any injury, illness,
death, loss, (for example loss of enjoyment or any other loss of any description)
damage, expense, cost or other sum or claim of any description whatsoever which
results from any of the following:-
- the act(s) or omission(s) of the person(s) affected or any member(s) of their party;
- the act(s) or omission(s) of a third party not connected with the provision of your
holiday which we could have predicted or avoided; or,
- force majeure as defined in clause 15 above.
(4) Please note, we cannot accept responsibility for any services which do not form
part of our contract; for example, any additional services or facilities which your
hotel or any other supplier agrees to provide for you.
(5) As set out in these Booking Conditions, we limit the maximum amount we may have
to pay you for any claims you may make against us.
(6) Where we are found liable for loss of and/or damage to any luggage or personal
possessions (including money), the maximum amount we will have to pay you is the
maximum amount payable for the claim in question under the insurance policy we offer
as set out under the heading “Summary of Principal Cover”. These limits apply whether
or not you take out our recommended insurance policy. When dealing with any such
claim, we will use the definitions contained in this policy. A copy of the policy
wording can be provided on request. For all other claims which do not involve death
or personal injury, if we are found liable to you on any basis the maximum amount
we will have to pay you is twice the price (excluding insurance premiums and amendment
charges) paid by or on behalf of the person(s) affected in total unless a lower
limitation applies to your claim under clause 19 E below. This maximum amount will
only be payable where everything has gone wrong and you have not received any benefit
at all from your holiday.
(7) Where any claim or part of a claim relates to any transport (including the process
of getting on/off the transport) provided by any air, sea, rail or road carrier
or any stay in a hotel, the maximum we will have to pay you in respect of that claim
or that part of a claim if we are found liable to you on any basis is the maximum
which would be payable by the carrier or hotelier concerned would have to pay under
the international convention or regulation which applies to the travel arrangements
or hotel stay in question (for example, Athens Convention for international travel
by sea, Warsaw Convention as amended or unamended the Montreal Convention for international
travel by air and/or for airlines with an operating licence granted by an EU country,
the EC Regulation on Air Carrier Liability No 889/2002 for national and international
travel by air, the Berne Convention for international travel by rail). Where the
carrier or hotelier would not be obliged to make any payment to you under the international
convention or regulation in respect of a claim or part of a claim, we are similarly
not obliged to make a payment to you for that claim or part of the claim. When making
any payment, we are entitled to deduct any money which you have received or are
entitled to receive from the carrier or hotelier for the complaint or claim in question.
(8) Please note, we cannot accept any liability for any damage, loss, expense or
other sum(s) of any description (a) which on the basis of the information given
to us by you concerning your booking prior to our accepting it, we could not have
foreseen you would suffer or incur if we breached our contract with you or (b) which
did not result from any breach of contract or other fault by ourselves or our employees
or, where we are responsible for them, our suppliers. Additionally we cannot accept
liability for any business losses.
(9) In respect of a Flight-Plus
- The failure or insolvency of a provider will have the meaning prescribed in Regulation
23 of the ATOL Regulations 2012.
- If, before your intended departure on a Flight-Plus we become aware that any part
of your Flight-Plus will not be provided because of the insolvency of any person
concerned with the provision of the arrangements making up a Flight-Plus we will
provide you with suitable alternative arrangements at no extra cost. If it is impossible
to make such arrangements, we will give you a full refund of all monies paid to
us in respect of your Flight-Plus.
- If, after your intended departure on a Flight-Plus we become aware your flight arrangements
will not be provided because of the insolvency of any person concerned with the
provision of the flight accommodation making up your Flight-Plus we will provide
you with suitable alternative transport back to the place of departure or to another
return point to which you have agreed.
- If, after your intended departure on a Flight-Plus we become aware that your living
accommodation or self-drive car hire will not be provided because of the insolvency
of any person concerned with the provision of the living accommodation or self-drive
car hire making up your Flight-Plus, we will provide you with suitable alternative
living accommodation or self-drive car hire at no extra cost. If it is impossible
to make such arrangements, we will give you a full refund of all monies paid to
us in respect of all unused flight accommodation, living accommodation, self-drive
car hire and other tourist services forming part of your Flight-Plus.
- Where suitable alternative arrangements are provided as set out in clauses 19 (9)
(b) – (d) above, we will where appropriate, pay you reasonable compensation, to
include any incidental expenses reasonably incurred by you and evidenced by receipts.
Compensation will not be payable if living accommodation or self drive car hire
is offered by us and accepted by you with a higher price than that originally booked
and is supplied in the same location as originally booked where no additional payment
is made by you.
- We, or the suppliers of the services you have bought, will provide you with the
services you have bought (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 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).
In the unlikely event that you have any reason to complain about any arrangements
whilst away, you must immediately inform the airline or supplier of the service(s)
in question. This must be confirmed in writing to the airline/supplier as soon as
possible. If the complaint cannot be resolved to your satisfaction, you should contact
us on 0844 844 0855 option 2 8:45am – 6:30pm Monday to Friday and 9:15am – 5:30pm Saturday
and Sunday, or e-mail
firstname.lastname@example.org as soon as possible. We will do our best
to assist. If you remain dissatisfied, you must write to our Customer Relations
Manager at Travelbag Limited, SP1/8, 8 Eliot Place Glasgow, G3 8EP within 28 days
of the end of your arrangements giving your booking reference and full details of
your complaint. Failure to follow the procedures set out in this clause will affect
ours and the applicable supplier’s ability to investigate your complaint, and will
affect your rights under this contract.
We are a Member of ABTA, membership number V0654. 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. 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. 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 £1,500 on the amount the arbitrator can award per person in respect
of this element. Your request for arbitration must be received by ABTA within eighteen
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. For injury and illness claims, you can request the ABTA Mediation
Procedure and we have the option to agree to mediation. Further information on the
Code and ABTA’s assistance in resolving disputes can be found on
22. Passports, visas and health requirements
It is your responsibility to ensure that you are in possession of all necessary
and up-to-date travel and health documents before departure. 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 correct documentation and/or provide personal
details as may be required. If failure to have any necessary travel or other documents
results in fines, surcharges or other financial penalty being imposed on us, you
will be responsible for reimbursing us accordingly.
Those passengers with a non- British passport must check passport and visa requirements
with the Embassy or Consulate of the countries to or through which you are intending
to travel. For European holidays you should obtain a completed and issued form EHIC
prior to departure.
All passengers flying to or via the USA must have machine-readable passports. Airlines
operating to the US are required to obtain certain information from passengers prior
to the departure of the flight from the UK. Other destinations may also require
You should take up-to-date health advice about the health precautions you will need
to take prior to departure. Information on health is contained in the Department
of Health’s leaflet (Health Advice for Travellers) which can be obtained by telephoning
020 7210 4850. Further information can be obtained by visiting
The Foreign and Commonwealth Office publishes regularly updated travel information
on its website www.fco.gov.uk. We recommend
you consult this website before booking and in good time before departure.
23. Conditions of suppliers
The services which make up your arrangements are provided by independent suppliers
whose terms and conditions will apply. These terms and conditions may limit or exclude
the supplier's liability to you. Copies of the relevant terms and conditions are
available on request from ourselves or the supplier concerned.
It is your responsibility to ensure that you and all members of your party do not
behave in a way which is inappropriate or causes danger, distress, offence or damage
to others or which risks damage to property belonging to others (including but not
limited to drunkenness and air rage). If, in our reasonable opinion or that of our
suppliers, your behaviour is inappropriate and causes danger, distress, offence,
or damage to others, or risks damage to property belonging to others, we and/or
our agents and/or our suppliers (e.g. including representatives on their behalf
such as hotel managers, airline pilots) may take appropriate action in order to
ensure the safety and comfort of our customers and their property and that of our
agents and suppliers, including terminating your arrangements, in which case our
and our agents' and suppliers' responsibility to you will cease immediately and
you will not be eligible for any refunds, payments of compensation and/or any reimbursement
of any cost or expenses you may incur as a result of such termination. Further,
you will be liable to reimburse us for any expenses we incur necessarily as a result
of such termination.
25. Financial security
We provide financial security for flight inclusive packages, Flight Plus bookings
and ATOL protected flights by way of a bond held by the Civil Aviation Authority
under ATOL number 2959. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight
inclusive arrangements includes the amount of £2.50 per person as part of the ATOL
Protection Contribution (APC) we pay to the CAA. This charge is included in our
advertised prices. Not all holiday or travel services offered and sold by us will
be protected by the ATOL Scheme. ATOL protection extends primarily to Customers
who book and pay in the United Kingdom. We are also a member of the Association
of British Travel Agents (ABTA number V0654). If your holiday does not include flights,
ABTA will financially protect your holiday in the same way.
Some flights may not be booked under our ATOL (e.g. where we use your credit card
to book a low cost flight on your behalf). Those flights will not be financially
We or the suppliers identified on your ATOL certificate will provide the services
listed on the ATOL certificate (or a suitable alternative). In some cases when neither
we or 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
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, or the suppliers identified on your ATOL certificate, 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 a 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 against us, the travel agent (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
26. Booking Condition Amendments and Right to Refuse Travel Arrangements
We reserve the right to add, withdraw and/or amend any of our booking conditions
at any time and without notice and furthermore reserve the right to refuse any booking.
This important information together with the booking terms and conditions form the
basis of your contract with Travelbag Limited. .
Prices for three and four people sharing a room are available on request. Hotels
that do not charge for children will expect them to share the existing sleeping
arrangements with accompanying adults, and will make an additional charge if extra
sleeping arrangements, such as a rollaway or camp bed, are required. However it
should be noted that additional sleeping arrangements in the room type booked could
cause cramped conditions.
If you have booked a family plan room type for two adults then it is likely that
only the adults will be paying guests at the hotel and receive bedding while the
accompanying child(ren) will be on a free of charge basis and be expected to share
the existing sleeping arrangements with the adults.
If you have a special request in relation to flight seating you must advise us at
the time of booking. We regret we cannot guarantee any request will be met unless
we have specifically confirmed it in writing. Confirmation that a special request
has been noted is not confirmation that it will be provided. All special requests
are subject to availability. Failure to meet any special request will not constitute
a breach of contract.
Many airlines charge extra for baggage. On US and Canadian Domestic flights airlines
charge locally for checked baggage, including for flights sold in combination with
International tickets. Information can be found on the carrier’s website. Please
ask for details at the time of booking. Excess charges will apply if your allowance
is exceeded on any flight.
Please be aware that brochures are written and produced many months in advance.
However, changes and errors can sometimes occur and we ask you therefore to check
for the latest holiday details at the time of booking. In addition to hotel information,
please bear in mind that changes and alterations can also affect escorted tour,
cruise and pre-planned self-drive itineraries. This may be due to local holidays,
festivals or special events, adverse weather conditions, essential maintenance projects
or other circumstances outside our control.
The availability of some facilities and amenities including restaurants, water sports
and Kids’ clubs may be affected by local conditions, such as inclement weather,
public holidays or low occupancy. Please check with us at the time of booking.
Check-in & Check-out times
Generally, check-in times range between 2pm and 4pm, and check-out between 10am
and 12 noon. Subject to the availability of rooms, you may be able to check in earlier.
Early check-in is at the discretion of the hotel and cannot be guaranteed unless
you book and pay for the accommodation from the night prior to arrival.
The climate chart and weather guide on the introduction page for each country has
been compiled with the aid of information supplied by various meteorological offices.
This chart is for guidance only and we cannot accept responsibility for any adverse
weather conditions which may impact your holiday enjoyment.
All UK departure taxes and UK airport passenger facility charges (which vary by
departure airport) are pre-paid and added to the cost of your air ticket and will
be quoted at the time of booking. Various countries impose their own departure tax
which may not be included within the cost of your air ticket. Please check with
us at the time of booking. Please ensure you have sufficient local funds available
Parking charges at hotels may be applicable and are not included in the prices shown.
Leisure facilities featured at hotels are not necessarily free of charge. The use
of facilities such as health clubs, tennis courts, golf courses, horse-riding, motorised
watersports and scuba diving are normally subject to a fee. Some facilities may
also only be available seasonally. Please enquire at the time of booking.
Renovations and/or construction work may sometimes be taking place at your chosen
hotel/resort. When we have been advised of this and consider that it may affect
the enjoyment of your holiday we will notify you as soon as possible. However, while
every effort will be made, it may not always be possible to advise you of emergency
repairs prior to your departure from the UK.
When purchasing holiday arrangements on a half board, full board or all inclusive
basis, please note that some hotels require that meals may only be enjoyed in the
main restaurant. A supplement may be required to dine in other restaurants, or when
ordering certain food or beverage items. Please check with us at the time of booking
as to what is included.
Most hotel prices are based on a standard room for up to two adults. Upgraded room
types are available at a supplement; meals are only included where stated. Rooms
are generally allocated on a 'run of house' basis, which means you can be allocated
a room in any part of the property, unless otherwise stated.
Most hotels, airlines and coach companies now operate a complete non-smoking policy.
Cities in some countries ban smoking in public places such as bars and restaurants.
Please enquire at the time of booking.
Special offers cannot be used in conjunction with any other offers or be combined
with other special offers. Special offers are subject to availability and terms
and conditions will apply. Offers can be revoked at any time.
Every effort has been made to ensure that the hotels and other accommodation featured
in this brochure are correctly represented and will fulfil your expectations for
quality and service. It is important to note that, where used; the star classification
system is our own and does not conform to any internationally recognised system.
The rating, in our opinion, reflects a true representation of the merits of each
property. Inevitably, standards will differ slightly between the many destinations
which we feature.
2* Economical and comfortable accommodation offering a simple standard of room and
3* Comfortable accommodation with standard rooms, amenities and public areas. Most
three-star properties offer a restaurant on-site and some have a swimming pool.
4* Good superior accommodation offering a selection of services. Most four-star
hotels feature a choice of restaurants and in addition, many also have a health
club and swimming pool.
5* Five-star hotels offer the highest standards of service and facilities and are
acknowledged as the leading properties in the area.
5+* The adjacent symbol gives recognition to hotels of exceptional quality.
+* Indicates a hotel falling between two categories.
In most of the destinations featured in this brochure, supplies of water and electricity
are generally very reliable, however in some of the less developed and more remote
destinations you may experience occasional power cuts and water restrictions. Water
quality can also differ from the UK and we recommend drinking bottled water which
is widely available.
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