We are a trusted name in travel and proud members of ABTA, CTC, CPT, CLIA, GTOA and Advantage and are honoured to have been recognised at the British Travel Awards 2016, collecting two awards in the 'Best Local Travel Agency' and 'Best Coach Holiday Operator' categories.
We can usually sort out any complaints you may have whilst you are on holiday. If you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. You should report any hotel complaint to the hotel management and allow them the opportunity to resolve the matter for you. Complaints regarding your transport or other service arrangements should be reported to the transport provider or supplier concerned as soon as a problem arises. If they are unable to resolve the problem, you should contact us straight away by telephone/fax & we will endeavour to assist. If you are still not satisfied, you must write to our After Travel Services department with 7 days of your return from holiday. Please write your holiday reference number on your letter, & include your daytime & evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the supplier, or calling & informing us, then we may not be able to deal positively with any complaint on your return. We will try to resolve your complaint to your satisfaction. If we cannot agree, you can take your complaint to a County Court or another suitable court. Please also see section 19 (ABTA).
You will be required to pay a deposit to us for each person when you book unless this is within 8 weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent when your booking is made. If it is not specified then it will be the amount that we ask you to pay when you book, even if this is 100% of the holiday price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. The remaining deposit will be due on cancellation or date specified at time of booking or on your confirmation invoice. Please note that your booking deposit may be increased or there may be a charge payable for some accommodation, holidays or bookings where it is necessary to secure specific facilities with full payment at the time of booking e.g. theatre tickets, airlines tickets. Once confirmed, the booking deposit, additional charges paid & insurance premiums will not be refunded in the event of cancellation except in the circumstances specified in Sections 2, 3 or 4 or as otherwise required by law. This is your only commitment until 8 weeks before you go. Usually, within 2 weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least 8 weeks before you go on holiday. If you don’t, we reserve the right to treat your booking as cancelled & to charge you a cancellation charge, in accordance with section 12. If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us. If your payment is made by card a handling fee will apply, please check fee at time of booking. This may also apply to some debit cards. Cash, personal cheques, building society & bankers’ drafts are accepted.
If you want to change any details of your booking (such as changing to a different holiday or changing a name in your booking) or to cancel an optional extra you have booked, we will do our best to help but please note that more major changes, such as those that would lower the basic price of your holiday will be treated by us as a different holiday. We charge an ‘Amendment Fee’ for each detail of the booking which we allow you to change without a cancellation. If you make the allowed change more than 56 days before departure, the fee will be £10 per change per person. If you make the allowed change within 56 days of departure, the amendment fee will be £20 per change per person. Name change, & or departure details such as date & time changes are not always allowed by other transport providers whenever they are made. Whilst we will do our best to change the details of the booking, please bear in mind that most other transport providers treat name & departure detail changes as a cancellation & charge accordingly. These charges will be passed on to you. Changes to the lead name on a booking, will result in you having to pay for the cancelled holiday & buy a new holiday at full cost. If the change means we must send you new tickets, we cannot make the change until we have received all your old travel documents, including tickets.
Some types of accommodation (for example single rooms or hotel rooms with reductions for 3 adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, & it is not covered by our insurance. 3. If you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions: - You must authorise us to make the transfer; - The person to whom you transfer your holiday booking must comply with all the terms of the existing booking; - That person must accept the transfer & the terms of our Fair Trading Agreement; - That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded); - We will also charge amendment fees in accordance with this section. This will be added to the new Invoice issued; - You cannot transfer a holiday booking within 7 days of departure; & - You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it.
