Terms & Conditions
The following booking conditions and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Railbookers UK Trading Ltd, trading as Railbookers of 1 -2 Bolt Court Fleet Street London EC4A 3DQ (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read these booking conditions and agree to them. References to “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 applicable. References to “holiday”, “booking” or “arrangements” means the holiday arrangements which we agree to make, provide or perform (as applicable) as part of our contract with you, unless otherwise stated.
By making a booking, the first named person on the booking (“lead passenger”) agrees on behalf of all persons detailed on the booking that:
1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and
4. He/she accepts financial responsibility for payment of the booking on behalf of all persons named on the booking
1. Making Your Booking
You may book with us by telephone, e-mail or via one of our authorised travel agents. Once we (or your authorised travel agent) have received all appropriate payments, we will, subject to availability, acknowledge your holiday over the telephone (where you or your travel agent make the booking by telephone) or by e-mailing or otherwise sending a booking confirmation letter/invoice to the lead passenger. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. Where you book through one of our authorised travel agents, the booking confirmation letter/invoice and all other communications will be sent to your agent and you should also contact us through the agent. The acknowledgement of your booking is not a confirmation of it and does not create a legally binding contract. A binding contract between you and us only comes into existence once we have issued you with a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent. All references in these booking conditions to the confirmation of your booking means the booking confirmation letter/invoice.
If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will also issue you with an ATOL Certificate. Upon receipt, if you believe that any details on the ATOL Certificate or booking confirmation or any other document are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.
You are required to send us the appropriate deposit per person or full payment if booking within 90 days of departure at the time of booking. In addition to the deposit applicable to the holiday, a further additional deposit is required equal to at least the minimum of the additional cost for any non-refundable booking variations including flight, rail and hotel upgrades. Please note, deposits and all additional deposits are not refundable except where expressly stated in these booking conditions. Full payment is due 90 days prior to travel. If you paid your deposit by credit or debit card, full payment will automatically be applied to your booking using the card you used for your deposit. If you prefer to pay your balance differently, please notify your travel consultant. If a cheque payment is declined by your bank for any reason, an administration charge of £30 will be made. If you return your payment counterfoil before the date that payment is due, this authorises us to take payment early. If we do not receive all payments in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 7 depending on the date we reasonably treat your booking as cancelled.
Except for flight inclusive bookings, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until a contract between us comes into existence. After that point, your agent will hold the monies on our behalf until they are paid to us. For flight inclusive bookings, all monies paid to any authorised travel agent of ours for your holiday with us will be held on behalf of and for the benefit of the Trustees of the Air Travel Trust subject to the travel agent’s obligation to pay such monies to us in accordance with our trading terms unless we fail. In the unlikely event of our financial failure, all monies then held by the travel agent or subsequently paid by you to the travel agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation on the agent to pay such monies to us.
3. Your Contract
English law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (“claim”) except as set out below. We both also agree that any claim must be dealt with under the ABTA Arbitration Schemes (if the Scheme is available for the claim in question – see clause 12) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any claim governed by the law of Scotland or Northern Ireland as applicable (but if you do not so choose, English law will apply).
It is a condition of your contract with us that you have adequate travel insurance cover, including healthcare cover for travel from 1 January 2021 onwards. Such insurance should ensure that you are properly covered against unexpected cancellation charges, unexpected costs that might be incurred while you are away, loss of money, or belongings, or personal liability claims.
5. Holiday Prices
Advertised prices are subject to availability and change, and are based on two people sharing a standard twin or double room. Single occupancy supplements will apply for solo travellers. Hotel and room facilities vary and may be subject to additional fees. Some will require payment of local city taxes on arrival. Please contact us for details. Please note changes and errors occasionally occur. We reserve the right to increase/decrease and correct errors in advertised prices at any time before your holiday is confirmed. Before you make a booking, we will give you the basic price for your chosen holiday. You should check all details before you make your booking. Upgrades or any other variations which you have requested are on a request basis with our suppliers and subject to availability, and prices for these will only be confirmed once the prices and availability has been confirmed by our suppliers. For all holidays, once you have accepted the basic price and a booking has been confirmed, that price is fully guaranteed and will not be subject to any surcharges.
6. If You Change Your Booking
If after your holiday has been confirmed you wish to alter your booking, we will try to make the necessary arrangements provided we receive written confirmation of the change from the person who signed the booking form, or your travel agent, before the date on which the final balance of the cost of your holiday is due. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. There is no refund permitted on rail tickets once they have been issued.
Transfer of Booking: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of £25 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
The safety and security of our guests and employees is our top priority. Given the current UK and foreign government national emergencies and circumstances beyond our control we have revised our terms and conditions.
Customers booking travel during this period will receive maximum flexibility to travel to any destination, on any date, or length of trip. Reschedule or cancel your trip up to 5 days prior to departure without any change or cancellation fees.
Revised Policies Cancellations, Changes and Refunds for all Packages
Customers have maximum flexibly to cancel or change their trip up until 5 business days prior to departure. Customers can postpone their trip and rebook up to 24 months in advance. If the future date of travel is unknown at the time of the change or cancellation, customers will receive a refund in the form of future travel credit. The travel credit will be banked and can be used with any of our family of brands within 24 months.
Depending on the reason for your cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your own travel insurance policy. Claims must be made directly to the insurance company concerned.
8. Changes Made By Us
It is very unlikely that we will have to make any changes but occasionally it may be necessary to change your hotel to one of a similar category or change the time of your train ticket due to circumstances beyond our control. We will let you know as soon as possible about this type of change but we are unable to pay compensation. If we have to make what we consider to be a major change to your booking such as an alteration to the departure time by more than 12 hours or a change of accommodation to a lower category we will inform you immediately and offer you the choice of a full refund or an alternative package. If you prefer to go ahead with the changed booking, you will receive compensation of up to £25 per person, except infants
9. Events Beyond Our Control – Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.
10. Our Liability To You
(1) We will accept responsibility for the 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 against us.
(2) We will not be responsible for any injury, illness, death, loss (including loss of possessions and loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party
b) the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
c) “force majeure” as defined in clause 9 above.
(3) Please note we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure or on our website and we have not agreed to arrange them as part of our contract and any excursion you purchase during your holiday. Please also see clause 15 “Excursions, Activities and Brochure/Website Information”.
(4) We limit the amount of compensation we may have to pay you if we are found liable under this clause as follows:
(a) Loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death
The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel
i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.
ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(5) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any nature or 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 or expenses including, without limitation, self-employed loss of earnings
11. Complaints And Problems
In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform us by contacting us by telephone on our 24 hour emergency helpline. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the lead passenger should write to us. If you fail to follow this simple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or even lost as a result. Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 12 for further details.
We are a Member of ABTA, membership number Y6401. 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 can’t resolve your complaint, go to www.abta.com to use 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 registering your complaint with us; it will not determine how your complaint should be resolved.
13. Conditions Of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable international conventions or EU regulations (see clause 10(4) (c)). Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
14. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed in writing. We do not accept bookings that are conditional upon any special request being met.
15. Excursions, Activities And Brochure/Website Information
The information contained in our brochure and on our website is correct to the best of our knowledge at the time of the brochure going to print or at the time of publication on our website. Whilst every effort is made to ensure the accuracy of the brochure and prices at the time of printing or publication, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking. We may provide you with information (in our brochure, on our website and/or when you are on holiday) about activities and excursions which are available in the area you are visiting but cannot be pre-booked with us. We have no involvement in any such activities or excursions which are not run, supervised, controlled, inspected or endorsed in any way by us. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 10(1) of our booking conditions will not apply to them. We do not however exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area(s) you are visiting generally (except where this concerns the services which will form part of your contract) or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities or excursions mentioned in our brochure or on our website which are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to destination/area information and/or such outside activities or excursions which can be reasonably expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking. Activities referenced in the itinerary during free time are for suggested purposes only and are not included. During the off-season, some included activities may not be available. In this case, a similar activity will be substituted.
In accordance with EU Directive (EC) No 2111/2005, we are required to bring your attention the existence of a “Community List” which contains details of air carriers that are subject to an operating ban within the EU Community. The Community List is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm. We are also required to advise you of the carrier(s) or, if the carrier(s) is not known, the likely carrier(s) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. We are not always in a position at the time of booking to confirm flight timings which will be used in connection with your flight. Where flight timings are given at the time of booking or detailed on your confirmation letter/invoice these are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets which will be dispatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched. We will contact you as soon as possible if this occurs. Any change in the identity of the carrier(s), flight timings, and/or aircraft type (if given) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. Regardless of any information given in good faith, operational changes may be made by an airline at any point and we cannot be responsible for these. If the carrier(s) with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/the carrier(s) are unable to offer you a suitable alternative the provisions of clause 8 (Changes and Cancellations by Us) will apply. Prices quoted in our brochures and on our website are based on special airfares offered to us by the airlines. These represent a reduction on the normal IATA fares which entitle passengers to privileges and flexibility that our clients do not normally require as part of the holiday. Tickets at our special fare are valid only on the airline and dates shown and do not automatically entitle passengers to switch to another carrier in case of a flight cancellation, delay or technical problems with the aircraft or the reservation. Many airlines charge additional fees for various services such as checked baggage, meals and drinks, seat assignments, and other amenities. Please note that such additional fees are not included in the fares quoted and included in your total price unless advised otherwise. You must make sure you have valid, acceptable passports which from 1 January 2021 need to have at least 6 months validity remaining and be less than 10 years old (even if they have 6 months or more left). Additionally you must have any required visas or other documentation for both the final destination and any applicable calling points en-route. To find out whether you need a visa please contact The Foreign and Commonwealth Travel Advice Unit. Visit: www.gov.uk/foreign-travel-advice.
17. Denied Boarding Regulations
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/ or refreshments under EC Regulation No 261/2004 – the Denied Boarding Regulations 2004. Where applicable, you must pursue the airline for the compensation or other payment due to you. All sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations as your entitlement to any compensation or other payment (as dealt with above) is covered by the airline’s obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party which the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Please note, your rights under clause 8 (“Changes and Cancellations by Us”) and clause 10 (“Our Liability to You”) of these booking conditions are not affected by the above Denied Boarding Regulations except that we are entitled to argue that the amount you receive or are entitled to receive from the airline is sufficient to meet any compensation obligation we may have to you as your tour operator as a result of any such cancellation, delay, downgrading or denied boarding.
18. Rail Reservations
Although we do our best to follow the routes noted on the itinerary there might be occasions when a different routing and/or departure time is necessary due to timetable variations or seat availability. Prices quoted are based on special fares negotiated with our rail partners. Should you wish to travel on any Eurostar or other rail service, other than those included as part of your holiday, a rail variation charge of £25 per person per service plus any additional cost will apply. Any change involving sleeper services will be quoted on an individual basis.
19. Your Financial Protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from this brochure or our website and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (ATOL number 7579) administered by the Civil Aviation Authority for packages which include a flight and a bond held by ABTA (ABTA number Y6401) for packages that do not include a flight (www.abta.com).
When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate*. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought 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, 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 scheme.
*The flights and flight inclusive holidays we arrange are ATOL protected providing they are made available in the UK. For further information visit the ATOL website at www.atol.org.uk.
If your holiday does not include flights, ABTA will financially protect your holiday by ensuring you receive a refund or, if your arrangements include return travel to the UK (other than flights), you are returned to the UK in the event that your holiday cannot be provided as a result of our insolvency. Please go to www.abta.com for a copy of the guide to ABTA’s scheme of financial protection.
If you book arrangements other than an ATOL protected flight or package holiday from us, your monies will not be financially protected. Please ask us for further details.
20. Data Protection
Railbookers UK Trading Ltd is a data controller for the purposes of the Data Protection Act 1998. Please be assured that we have measures in place to protect the personal information you give us. This information will be passed on to the relevant suppliers of your travel arrangements. It may also be provided, either by us or by the suppliers of your travel arrangements, to third parties and public authorities such as banks and credit card companies, customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies or insurance providers. The above applies to any sensitive information that you give to us such as details of any disabilities, medical conditions, or dietary/religious requirements but we will obviously only pass these on where necessary to do so to provide the service you have requested. If we cannot pass on this information as set out above, we may be unable to provide your booking or other services you have requested (for example, travel insurance). In making your booking, you consent to this information being passed on to the relevant persons who may be outside the EU/ European Economic Area. If you travel outside the EU/European Economic Area, controls on data protection may not be as strong as the legal requirements in the UK.
We would like to use your details for marketing purposes (e.g. sending you our brochures) and to pass them on to other companies within our group who may also contact you for marketing purposes. If you do not wish to receive any further information from us or other companies in our group please let us know this at the time you give us your details or, if you do not do so then, at any time subsequently. You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we may be entitled to refuse your request. To improve our service, calls may be recorded for training and quality purposes.
All names, titles and initials of those travelling must be correctly given at the time of booking. Name changes cannot be made at a later date without extra charges being incurred. If you are purchasing or arranging a holiday on behalf of someone else you must ensure you have each passenger name as per their passport. If you provide us with incorrect passenger names, name changes will not be permitted and you will have to purchase a new ticket subject to availability.