BOOKING CONDITIONS
Completely Travel Ltd. whose registered office is at 35 Ballards Lane, London N3 1XW (Completely Travel Ltd from now on referred to as CT)
CT holds Air Tour Operators Licence number 9937, issued by the Civil Aviation Authority for which it is fully bonded.
The ATOL Regulations are The Civil Aviation Air Travel Organisers Licensing Regulations 1995.
The Package Travel Regulations are the Package Travel, Package Holidays and Package Tours Regulations 1992.
The air holidays in this brochure are ATOL protected since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Our ATOL number is 9937 . In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad, and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk
Total Payment Protection (topp) Policy cover:
In compliance with the UK Package Travel, Package Holidays and Package Tours Regulations 1992 and the Civil Aviation (Air Travel Organiser’s Licensing) Regulations 1995 an insurance policy has been arranged with Travel & General Insurance Company plc, authorised and regulated by the Financial Services Authority, to protect customers’ prepayments in the unlikely event of our financial failure and paid in respect of:
• flight inclusive packages commencing and returning to the UK
• non-flight inclusive packages commencing and returning to the UK
• the ground handling aspects of packages where the customer is responsible for arranging travel to the destination
offered in this brochure/literature/document/on this website (subject to the terms of the insurance policy), for:
• a refund of such prepayments if customers have not yet travelled, or
• making arrangements to enable the holiday to continue if customers have already travelled, or
• repatriation of customers to the UK
Customers’ prepayments are protected by a topp policy. In the unlikely event of financial failure please contact the claims helpline on 0870 0137 965. A copy of the policy is available on request.
TERMS & CONDITIONS
Before making your booking you must have read and accepted the terms and or these booking conditions, as this is the basis of your holiday contract with us.
GENERAL
1. Your Contract
All contracted arrangements between us will be subject to English Law and the jurisdiction of the English Courts.
2. Passport, Visa and Health requirements
It is your responsibility to ensure that you have a valid passport and any necessary visas and health certificates for your travel arrangements. CT will not accept liability for any additional costs arising from your failure to meet these requirements
3. Baggage Allowance
This varies from airline to airline. Therefore, please refer to the terms and conditions of the carrier you have booked with, these can be supplied to you on request.
4. Force Majeure
CT will not accept any liability to refund or pay compensation in respect of any loss or damage arising from unforeseen circumstances beyond our control or that of our suppliers, including (but not limited to) war or threat of war, riots, civil strife, industrial disputes, airline mechanical problems, terrorist activity, natural or nuclear disaster or adverse weather conditions.
5. Complaints
Please make any complaint relating to accommodation or facilities therein whilst in resort. Take a note of the person with whom you have registered this complaint, and the date that the complaint was made. If you have cause for complaint about any services provided by CT or its suppliers, the full details of your complaint must be made known to CT or the supplier at the earliest opportunity and also in writing to CT at its trading office at 4 The Old Forge, Gardner Street, Herstmonceux, East Sussex, BN27 4LG, within 28 days of the end of your travel arrangements.
We will endeavour to satisfactorily resolve any complaint within 28 days of receipt of initial complaint.
6. Behaviour
CT and its suppliers retain the right to terminate your travel arrangements if your behaviour in our opinion or the opinion of a supplier is considered likely to cause distress, damage, danger or annoyance, in the event of such termination CT will not accept any liability for any resulting costs you may incur.
7. Flight Delays
Unfortunately flight delays do sometimes occur. These are normally beyond our control and any resultant arrangements will be the responsibility of the airline. If you have taken out personal travel insurance then you might be eligible to claim compensation for the delay under some circumstances.
8. Travel Insurance
CT will need proof of your travel insurance, Name of insurer, your policy number and a 24 hour emergency contact number. Alternatively, CT can recommend your contacting Rock Insurance directly, as shown on the website.
9. Travel Details
The arrangements we make on your behalf as described at the time of booking are all subject to availability.
10. Activities
In the event, at our (or our local suppliers) discretion, we consider that local conditions are unsatisfactory we reserve the right to change, without any liability whatsoever, the itinerary or cancel any excursion. We shall endeavour to advise you of any changes to itinerary or cancellation prior to departure, in which event a full voucher refund or change of departure date at no additional cost becomes effective.
11. The Contract
Your contract is with Completely Travel Ltd whose registered office is at 35 Ballards Lane, London N3 1XW
12. The Payment
A standard deposit of £250 per passenger, plus any applicable travel insurance premium must be paid at the time of booking, unless any larger deposit requirement is advised at the time of booking.
The balance of payment due must be received by us at least 12 weeks before your date of departure. If you are booking less than 12 weeks before departure then full payment of the cost of the arrangements must be made at the time of booking. If payment is not received within these timescales then we may cancel the arrangements and apply cancellation charges as detailed in Section 16 following.
If payments are received within these timescales then we will send your travel documentation to you at least 14 days prior to your departure or if this is not possible then we will make special arrangements for them to be collected at the airport prior to departure. If you are paying by credit card there will be a 2.5% surcharge. If you are paying by American Express, the surcharge will be 4%. There is no charge for settlement of monies due by debit card.
13. Price
We reserve the right to alter the price of any arrangement prior to you making a booking, however once we have issued the confirmation then the price of your arrangements will not be altered.
14. Surcharges (after booking)
Once you have booked, the price of your holiday travel arrangements may be varied due to changes in transportation costs such as fuel, scheduled airfares and any other airline cost changes which are part of the contract between airlines (and their agents), the tour operator or organiser, and also in respect of government action such as changes in VAT or any other government imposed changes and currency changes in relation to an exchange rate variation. In the case of any small variation, an amount equivalent to 2% of the price of your travel arrangements, and any amendment charges, will be absorbed or retained. For larger variations, this 2% will still be absorbed for increases but not retained from refunds. In either case there will be an administration charge of £1 per person together with an amount to cover any commissions due. In the unlikely event that this means that you have to pay an increase of more than 10% of the price of your holiday travel arrangements, you may cancel your booking and receive a full refund of all monies paid, except for any amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. 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. In the event of airline failure where flights have been booked and paid for at the time of deposit, we will endeavour to find a suitable alternative. Any additional charges will be chargeable to you.
15. Special requests
We will endeavour to pass on any requests e.g. flight seat or hotel room locations, special diets, made at the time of booking and at least 30 days before departure. We regret that such requests cannot be guaranteed and therefore compensation claims will not be considered if your request is not honoured.
16. Cancellation by you
We start to incur costs for your travel arrangements from the time your arrangements are confirmed, so if you cancel your arrangements we make a charge and the nearer to departure the cancellation is, the higher the cancellation charge will be. Your cancellation can only be accepted in writing and will be effective from the date it is received. Please note that in the event of cancellation any insurance premiums paid are non-refundable.
Cancellation charges will be in accordance with the following scale. Time before departure when cancellation is received cancellation charge as a % of arrangement price excluding insurance, plus any additional charges incurred from our suppliers.
Days Loss
More than 56 Loss of deposit
56 to 29 days 50%
28 to 15 days 70%
14 to 0 days 100%
17. Changes by you
You should advise us in writing of any changes you wish to make to your confirmed arrangements no less than 56 days before departure. We will do our best to make the change you request to the arrangements subject to availability and the payment of a £30 administration charge and any additional costs arising from the change. Your attention is particularly drawn to the charges incurred by cancellation, itinerary amendment and name changes in relation to bookings made with scheduled airlines and low cost carriers.
18. Cancellation by us
In the unlikely event that cancellation of your arrangement becomes necessary we undertake whenever possible to advise you prior to the time when your balance payment is due. Subject to availability you will be offered the choice of alternative arrangements of comparable standard or a full refund of all payments made. Should notice of cancellation unavoidably fall within the final payment period of 84 days before departure then compensation will be paid within the scale given in section 20 below unless the reason for cancellation falls within the definition of force majeure in our general terms and conditions or from your failure to meet the payment deadline. All group departures are subject to a minimum number of passengers. Normally this number is 15, but does vary from tour to tour. All group departures are reviewed at least four weeks prior to departure which is the latest date that a tour would be cancelled on account of low numbers. If we have to cancel a departure you will be offered an alternative holiday.
19. Changes by us
If we find it necessary to make a material change to your arrangements before departure then we will notify you as soon as possible. A material change is one for example involving a change of destination resort, a change to lower grade accommodation, a change of confirmed flight times by more than 12 hours or a change of departure airport other than between Gatwick and Heathrow. A change of airline or aircraft type or the introduction of en-route stops or destination airport plus onward transportation which results in an arrival delay if less than 12 hours will not be considered a material change.
You will be offered the option to accept the material change or accept an alternative arrangement subject to availability and price adjustment or to cancel the arrangements with loss of deposit. If a material change is notified to you less than 8 weeks before departure then whichever option you choose you will be paid compensation on the scale below except that no compensation will be payable where the change arises due to force majeur as defined in the general terms and conditions.
20. Compensation for cancellation or change by us
If we cancel or make a material change to your holiday then compensation will be paid under section 18 and 19 on the following scale.
Time before departure when change or cancellation is received. Compensation to be paid per person.
Days Amount
More than 56 NIL
56 to 43 days £ 5
42 to 29 days £10
28 to 15 days £20
14 or less days £25
Children or adults travelling at reduced prices receive compensation on a pro rata basis.
21. Compensation
Any claim for compensation should be made as advised in our general terms and conditions.
22. Complaints
In the unlikely event that we cannot resolve your complaint to your satisfaction, you may wish to consider referring it to ABTA They can be found at ABTA Consumer Affairs, 68-71 Newman Street, London, W1P 4AH.
23. Our liability
CT accepts liability for the quality of the arrangements confirmed to you. If you have a justified complaint and have followed the complaints procedure described in our terms and conditions then we will pay you reasonable compensation. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers, except where they lead to injury or illness. Our Liability in all such cases shall be limited to a maximum of 3 times the price of the arrangement. We also accept liability for death, injury or illness caused by the negligent acts and/or omissions of our employees’ agents and suppliers acting within the course of their employment in the provision of the confirmed arrangements. In respect of carriage by air and the provision of accommodation and other arrangements our liability in all cases will be limited in the manner provided by the relevant conventions, copies of which are available on request.
24. Data Protection Act
Completely Travel Ltd will deal with all personal data you provide to us, however it is necessary for us to pass on your personal data to airlines, hotels, transportation companies, insurers and other agents in order to arrange the holiday you require. By making a booking or a booking enquiry with Completely Travel Ltd you have consented to allow the passing on of such data as we determine necessary for that purpose. Under the Data Protection Act, you have the right to inspect any relevant personal information held by us.