Terms & Conditions

Use of this web site is subject to these terms & conditions and by using the web site you show your agreement the same. If you do not accept our terms & conditions, please do not use this web site. These terms and conditions, together with our “site”, “booking terms & conditions” and “privacy ⁄ security policy”, constitutes our agreement with you.

Sunmaster Ltd - Conditions for our Agent Booking Services

These Booking Conditions, together with any other written information we brought to your attention before your booking was confirmed, form the basis of your contract for agent booking services with Sunmaster Limited.

Except where otherwise specified, we act only as agent in respect of all bookings we take and⁄or make on your behalf.

For all arrangements, your contract will be with the supplier of the arrangements in question (the ‘supplier(s)’). When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements. Your booking with us is subject to these terms and conditions for our booking services, and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. In most cases that supplier will be The Global Travel Group Limited, whose terms and conditions of supply are detailed below. In limited circumstances (for example if the requested arrangements are no longer available through The Global Travel Group Limited) we may provide your holiday arrangements as agent for an alternative supplier. Where this is the case we will confirm the supplier to you at the time of booking.

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.

MAKING YOUR BOOKING

When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party, the terms of these booking conditions and those of the applicable Supplier(s). The first named person on the booking will be the party leader (“Lead Passenger”) and will be responsible for giving us accurate information about the members of your party and their requirements (including ensuring that the names given are the same as in the relevant passport) and making all payments due to us. The Lead Passenger is the only person who can make any amendments or changes to the booking and, due to Data Protection reasons; we will not be able to discuss any aspect of the booking with anyone other than the Lead Passenger.

Please note that telephone calls are recorded for training and monitoring purposes.

ONLINE BOOKINGS

If booking online you are responsible for ensuring booking details are correctly entered. By clicking to request holiday arrangements and entering your personal and payment details on our website, you are making us an offer to purchase the arrangements selected, if they are available. When we receive this offer, we will contact the supplier(s) of the arrangements concerned. Each supplier will require a short period of time to check to see if your chosen arrangements are still available at the price quoted. We will not take any payment from you at this stage. Should you part complete a booking request for whatever reason such as technical difficulties our helpdesk may contact you to assist you in completing your request by phone or email.

When you make an offer to us to purchase the arrangements selected if available, we will send you an email detailing your booking request summary. This is an acknowledgement that we have received your offer, and should the arrangements requested be available at the price quoted, a binding agreement will come into existence between us. If the arrangements are not available, or are available but not at the price quoted, we will contact you by telephone or by email to give you the option to purchase the new arrangements, or the existing arrangements at the revised price. Once the holiday arrangements have been agreed, we will then process the payments referred to in clause 6 below and book the agreed arrangements in accordance with your instructions. A binding agreement will come into existence once we have confirmed all arrangements with the Supplier(s) and confirmed this by email to you.

Please note that each booking request is treated separately on our online booking request system. If larger groups want to be sure of sufficient availability for any flights ⁄ hotels they should call our call centre. If two parts of the same group request to book online on two separate requests and the holiday availability expires between the two bookings please note that you are likely to become liable for cancellation charges levied by the supplier(s) of the first booked arrangements.

NON ONLINE BOOKINGS

Alternatively to make a booking you can contact our call centre as featured on our website. These terms and conditions, and those of the Supplier(s) will apply. A binding agreement will come into existence once we have confirmed all arrangements with the Supplier(s) and confirmed this by email to you.

You must contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. Please note, it may not be possible to make any changes without incurring an administration fee. Any changes will also be subject to any charges as per the tour operator ⁄ supplier terms and conditions. Please refer to Section 3 “Travel Documentation” for further details.

  1. Changes by you

    If you wish to change any part of your confirmed arrangements, you must inform us in writing as soon as possible. This should be done by the first named person (Lead Passenger) on the booking. Whilst we will do our best to assist, we cannot guarantee that the supplier will be able to meet your requested change as amendments can only be accepted in accordance with the terms and conditions of the supplier. The supplier may charge the amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure). In addition you must pay us an administration fee of £100 per change.

    Note: Certain arrangements, including most “Low Cost” or so called “No Frills” flights 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.

  2. Cancellations

    If you or any other member of your party decides to cancel your confirmed arrangements or any part of them you must notify us in writing or by completing the contact form on the “Contact Us” page of our website and we will pass on your notification to the supplier(s) concerned in accordance with their booking conditions. Since the supplier incurs costs in cancelling your arrangements, the supplier may charge the cancellation charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure). If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

    For the avoidance of doubt, any cancellation charges levied are wholly independent from the deposit arrangements on any given booking and in the event that you cancel your booking you must immediately pay any shortfall between payments made by you against that booking and the cancellation charge applied, and in accepting these Booking Conditions you give your authority for us to automatically charge the payment card used by you when securing the booking (or any other card used by you in connection with other bookings placed through Sunmaster) at that time.

  3. If the Supplier Changes or Cancels

    We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you. If you have bought a ‘package’, see also the section dealing with ‘package’ bookings below.

    Unfortunately, airlines may occasionally change the type of aircraft on a particular flight without advance warning. Flight timings and days of operation are subject to change and we will advise you of any significant change if and as soon as we are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. It is possible that flight times may be changed even after tickets have been dispatched - we will contact you as soon as possible if the supplier makes us aware of such changes.

    We are not always in a position to confirm the airline or aircraft type which will be used in connection with any particular flight. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying any supplier(s) charges.

    It may be necessary for you to reconfirm your flight with the airline. Please check this in the correspondence received from your flights supplier, including the supplier's Booking Conditions. You should take a note of any reference number or contact names when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you will not be entitled to receive any refund.

    Sometimes your accommodation supplier may need to make a change to your booked accommodation. If you have already booked, we will let you know as soon as we can if there is time before your departure. In the unlikely event that your accommodation supplier has to make a change to your booking, it is unlikely that the accommodation supplier will offer you a refund of monies paid in connection with the accommodation booking unless the change is a significant change. A significant change would include a change of hotel to that of a lower classification or standard for the whole or a major part of the time you are away or a change of resort for the whole or a major part of the time you are away. This list is not exhaustive and there may be other examples of a significant change. A change of accommodation within the same resort on the same board basis with the same standard classification would not constitute a significant change. Please note that independent review websites are not relevant when determining the classification of accommodation.

  4. Travel Documentation

    Please check the travel documents we send to you 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 notified of any inaccuracy in any documentation (including tickets) within 3 days of it being provided to you. We will endeavour to rectify or arrange for the rectification of any errors notified to us outside these time limits but you will be responsible for any costs involved in doing so.

    It is a condition of booking with us that you have a valid and working email address. All travel documentation will be issued electronically (except for some airline tickets). Should you request any documentation posting you will be charged a handling fee of £10 to cover administration costs and Royal Mail Special Delivery.

  5. Identification Check

    As part of our ongoing responsibility to help combat ID theft and financial crime, we may perform an electronic identity check as part of our booking process to ensure that you are who you say you are. Where an electronic identity check is carried out we use a third party to electronically verify these details. In order to do so we will send them your name, address, date of birth and telephone number. A record of the search may be retained and this information may be used in the future by other businesses who use the service for the same purpose and with whom you do business. This identity check does not include a credit application check. The third party that we use is fully aware of and compliant with its obligations under the Data Protection Act and will always act in accordance with its provisions.

  6. Payment

    Except where our Low Deposit offers are available (see below), payment for flights is due in full at the time of booking via credit/debit card.

    6A(i) – Low Deposit Scheme: Flights

    We may, in our sole discretion, offer you the option to pay a low deposit in respect of certain bookings. Where this offer is available (as indicated next to the specific flight in your search results, or as advised by your agent), we will pay the relevant airline for the flight element of your travel arrangements in full, on your behalf, at the time of your booking. We will require a low deposit from you in the amount shown in the search results (or as advised by your agent) at the time of booking.

    The balance of your flight cost will be due to us from you 28 days after booking unless you qualify for the staggered payment option outlined further below.

    14 days prior to departure, the balance of your holiday cost will become due.

    6A(ii) – Staggered Payment

    Staggered payment options for flights will be available on qualifying bookings. We will advise you at the time of booking if your booking qualifies for a staggered payment.

    An initial deposit of £49 per person will be payable on the day of booking.

    50% of the remainder of the flight cost will be payable 28 days after booking. The remaining balance of your flight cost will be due 56 days after booking.

    Irrespective of payment due dates for flights, 14 days prior to departure, the balance of your remaining holiday cost will become due.

    Please note that a transaction fee of £4.95 will be payable on every payment you make under the low deposit scheme. This applies to each instalment and covers our administration cost for managing multiple payments.

    All flight balance payments will be taken automatically from the card used to pay the low deposit. If you wish to pay any balance payments using an alternative method, please contact us no less than 7 days prior to the payment due date. If we are contacted later than this date, we cannot guarantee that payment will not be taken or attempted from your original payment method. Please note that even if you cancel your arrangements within 28 days of booking, or 56 days for bookings that qualify for a staggered payment, the balance of your flight will be payable in full, as we have already paid this money to the airline on your behalf, plus any other cancellation fees that may be levied by the supplier(s) of your arrangements.

    6B – Low Deposit Scheme: Accommodation

    If a booking is made more than 14 days before the date of travel, some accommodation suppliers may accept payment of a deposit of 15% of the cost of the accommodation booking at the time of the booking, with the balance to be paid no later than 14 days before the date of travel. The amount of deposit will be confirmed at the time of booking. Note that most suppliers will not refund any deposit paid.

    Occasionally, promotional deposits may be offered which are less than the standard deposit of 15%.

    If not paid in full at the time of booking, we will confirm to you the date on which the balance of the cost of your arrangements falls due. Unless specifically instructed otherwise, we shall automatically charge the balance payment to the debit or credit card used to pay the deposit. If we do not receive your balance by the confirmed payment due date, the supplier(s) concerned may treat your booking as cancelled and apply a cancellation charge of up to 100% of the cost of the holiday arrangements in accordance with Section 2 of these terms.

    We will contact you to remind you when your balance is due. If you are late in paying the balance due, we will send you a further reminder. If your balance remains unpaid 3 days following your payment due date, we will notify the supplier who may cancel the booking and the cancellation charges in Section 2 will apply.

    6C – All Bookings

    Please note that a transaction fee will be charged for all payments to cover processing and administration costs. The fee is currently £4.95 per individual transaction. We regret we cannot accept payments in cash or cheque either via post or in person at our offices. All transaction fees are subject to change at any time.

    Please note that local resort charges, which are not included in the cost of your booking, are occasionally levied directly by the hotel and are payable by you in resort.

    Please note that the prices we advertise 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. Sunmaster will not be liable for any such additional charges.

    If you are late in paying for the cost of your arrangements, we will attempt to contact you to discuss your payment options, and, if possible, agree an extension of time for you to make payment. Any agreement to extend the time for making payment will be at our discretion. Please note that a late payment fee of £12 will be payable to cover processing and administration costs and shall be added to the final balance amount to be taken automatically from the card used to pay the deposit, on the new agreed date, or via an alternative payment method, if specifically instructed to do so prior to the new agreed date.

    If payment is not made as agreed, we reserve the right to cancel your booking and our usual cancellation fees will apply.

  7. Split Flights

    Please note that where you book more than one flight (even where these flights have been selected by Sunmaster to fit your holiday schedule), each flight constitutes a separate arrangement between you and the relevant airline and the Booking Conditions of each supplier will apply. As such, any changes to one leg of your flight will not necessarily impact upon the other flight(s). For example, cancellation or amendment of a booking for one flight leg by either you or the airline has no impact on any other remaining bookings for other flight legs or other travel services, except that in the event that cancellation or amendment amounts to a significant change, section 3 of these terms will apply.

  8. Optional Extras

    Some airlines operate on a 'no frills basis', therefore checked baggage, meals and refreshments are not automatically included in the cost of your arrangement(s) and may need to be added at extra cost at the time of booking or will be payable at the airport or onboard the aircraft. In addition other optional extras; including but not limited to pre-bookable seating, extra leg-room seating, airport parking or/and airport hotels are not automatically included in the cost of your arrangements. Please note that optional extras may incur additional charges if not added at the time of booking. Additional charges for cots may be applied by hotels directly. Please enquire at the time of booking for details of any optional extras. Please note that suppliers may not permit the cancellation of optional extras or provide a refund in respect of them once booked.

  9. Information Accuracy

    Whilst every effort is made to ensure the accuracy of information and prices that appear on our website, regrettably errors do occasionally occur as we are reliant upon our supplier(s) to provide us with the most up-to-date prices. Please note that advertised information and prices may have changed by the time you come to book your holiday arrangements. You must therefore ensure that you check all details of your chosen holiday arrangements (including the price) at the time your booking is confirmed.

    Where inaccuracies relate to the understatement of the price of a specific product, you will be offered either a full refund of money paid on that booking only or the opportunity to maintain that booking on payment to us of the additional payment which is necessary.

    Please bear in mind that accommodation owners, restaurateurs, night club owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Flight times and carriers are given for guidance only as there may be changes. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure. There may also from time to time be general refurbishment at these establishments. These are necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

  10. Complaints Procedure

    If you have cause for complaint whilst on holiday, you must immediately bring it to the attention of the management of the property or service. If after having done so, assistance is not forthcoming, or you are unable to resolve the problem, you must call the emergency number or UK helpline telephone number as detailed on your voucher. You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon your return. If you remain dissatisfied, you must submit an official complaint via the feedback section of our website, (which can be found via the “Contact” pages), within 28 days of your return from holiday, giving your booking reference and full details of your complaint. If you fail to follow this simple complaints procedure (in resort and on your return home), your right to any compensation you may otherwise have been entitled to may be affected or even lost as a result.

    ILLNESS ABROAD

    We would always recommend that you drink bottled water and avoid ice in drinks. Be sure that food is properly cooked or properly chilled and that salads and unpeeled fruits have been thoroughly washed. If in doubt, do not eat it, and try not to over indulge. If you have any concerns regarding the food at your resort, please inform the accommodation provider straight away.

    In the unlikely event that you or any member of your party is ill, please ensure that a doctor is seen locally and that you inform your accommodation provider during your stay. Please also contact us on 0344 493 00 09 in order that we can provide you with appropriate assistance. The health and safety of our customers is paramount to Sunmaster, and we will take up any complaints of illness or injury with the supplier to ensure we are only providing safe and enjoyable holidays to our customers.

    PLEASE NOTE – Sunmaster is aware of the growing trend in bringing false sickness claims against tour operators. If we have reason to believe that your claim or complaint is false or exaggerated, we will work with the tour operator and the relevant authorities to take appropriate action. Customers bringing false allegations against a tour operator may face prosecution in the UK or abroad.

    Please be aware that the majority of our Suppliers do not employ staff overseas and, in the main, the nature and type of holiday booked with Sunmaster do not include the services of what one may consider to be a conventional “Representative” service provided by the large traditional “Tour Operators”

    In the event that your complaint remains unresolved following our complaints procedure, you may wish to refer the matter to the European Commission’s Online Dispute Resolution Platform which can be accessed using the following link: http://ec.europa.eu/odr

  11. Booking if you are under 18 years of age

    It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16. At our discretion, we may accept a booking from someone who is 16 or 17 and not accompanied by an adult providing we have written confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, it is likely that the supplier will impose full cancellation charges.

  12. Travel Insurance

    You MUST take out fully comprehensive travel insurance. It will normally cover you in the event of cancellation against loss of deposit or cancellation fees and for medical costs in the event of you becoming ill or having an accident whilst on holiday. There are some restrictions on insurance, for example preexisting medical conditions and you should advise the insurance provider of these at the time the policy is taken out. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

  13. Special Requests and Medical Conditions

    If you wish to make a special request, you must do so at the time of booking using the special requests section on the secure payment page. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. 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 constitute a breach of contract.

    If you or any member of your party has any medical problem, disability or mobility issues which may affect your chosen holiday arrangements, you must provide us with full details at the time of booking. We will give you information about whether the arrangements you have chosen are generally suitable for persons with reduced mobility but if you or any member of your party has any precise medical problem or disability which may affect your chosen arrangements, please provide us with full details before we issue our confirmation. We will only provide precise information on the suitability of the arrangements taking into account your needs if you specifically request us to do so. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, we may cancel the booking when we become aware of these details. Cancellation charges will apply. Please note that as we do not specialise in holidays for disabilities or mobility problems, we are unable to accept any liability if the chosen holiday arrangements prove to be unsuitable for your needs. You should therefore carry out your own thorough research as to the suitability of your chosen holiday arrangements prior to booking.

  14. Passports and Visas

    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. Requirements may change and you must check the up to date position in good time before departure. For travel to Europe you should obtain a completed and issued form EHIC prior to departure.

    It is your responsibility to ensure that you are in possession of all necessary 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. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.

    You should take up-to-date health advice about the health precautions you will need to take prior to departure. The Foreign & Commonwealth Office has up-to-date advice on health and safety across the globe, as well as local laws, and passport and visa information. Please check https://travelaware.campaign.gov.uk/ regularly for updates ahead of travel, as the advice can change.

    You should also note that certain European Countries now require your passport and⁄or visa number together with any other relevant details in advance of travel.

  15. Our Responsibilities:

    Your contract is with the supplier and its booking conditions will apply. As agent, except as set out in the ‘packages’ section below, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions.

    We will not be responsible:

    1. Where the arrangements cannot be provided or cannot be provided as described due to circumstances beyond ours or the applicable provider’s control.

    2. Where you incur any loss or damage that relates to any business activity; or which could not have been foreseen at the time you made your booking in the light of the information you gave to us at the time of booking.

    3. For any act or omission by any person not employed directly by us or under our immediate control and, whilst we have chosen our suppliers with care, we have no control over our suppliers and so cannot be held responsible for any act or omission of our suppliers or their servants, agents or employees.

    4. For any economic loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of reputation, loss of anticipated savings arising out of the failure or delay in performing the services under these terms of business or otherwise in connection with these terms of business; or for any losses (howsoever arising) which were not reasonably foreseeable at the time the booking was made.

    We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

  16. Unavoidable and extraordinary circumstances:

    Except where otherwise expressly stated in these booking conditions we will not be liable or pay you a price reduction or compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond the control of the party who seeks to rely on them which we or the supplier(s) of the service(s) in question could not avoid even if all reasonable measures had been taken. 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 unavoidable and extraordinary circumstances.

    Bookings of ‘Packages’

    In these terms, a ‘package’ has the same meaning as it does in the Package Travel and Linked Travel Arrangements Regulations 2018. Where we refer to a ‘price reduction’ in this section, we mean that we will give you an appropriate reduction in the price you paid for the package arrangements affected for any period during which there was lack of conformity as defined in those Regulations (unless that lack of conformity is attributable to you). Where we refer to ‘compensation’, we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity subject to the limitations and exclusions in section B of ‘Our responsibility for your package’ below.

    If you have bought a package, we have slightly different responsibilities to you as set out below:-

    Prices

    The price of your confirmed package arrangements is subject to variations which occur solely as a direct consequence of changes in:-

    (a) the price of the carriage of passengers resulting from the cost of fuel or other power sources; or

    (b) the level of taxes or fees on your confirmed arrangements imposed by third parties not directly involved in the performance of the package, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or.

    (c) the exchange rates relevant to the package.

    Price variations will be calculated by applying the cost differential we experience as a result of the above factors. Prices may go up or down and we will notify you about any variation by sending you a calculation explaining the variation no less than 20 days before you are due to depart.

    If your arrangements are a package, and if that means that you have to pay an increase of more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services), we will offer you the options in clause 8. If prices go down as a result of the above factors, we will make a reflective refund, but we will also deduct our administrative expenses from what is owed to you and this may extinguish the value of the refund due. Also, note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on price due to contractual protections in place.

    Cancelling and transferring a package:-

    You may cancel any package booking prior to its commencement in the event that

    1. circumstances amounting to unavoidable and extraordinary circumstances (as set out above) are occurring at the place where your package is due to be performed or its immediate vicinity;

    2. those circumstances make it impossible to travel safely to the travel destination, and

    3. if the performance of your package will be significantly affected by those unavoidable and extraordinary circumstances. Note that we will take into consideration any advice from the Foreign Office to avoid or leave a particular country in determining whether or not you may cancel your arrangements under this clause. In the event that you may, you will receive a refund without undue delay of any payments made but this the maximum extent of our liability and we regret we cannot meet any other expenses or losses you may incur as a result.

    If 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 package, including an agreement to these booking conditions) providing we are notified in writing not less than seven days before departure and you pay an amendment fee and meet all costs and charges incurred by us and/or incurred or imposed by us or any of our suppliers. Both you and the person to whom you would like to transfer your arrangements shall be jointly and severally liable for the payment of any balance due and for any additional fees, charges or other costs arising from the transfer. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

    Changes and cancellations before departure

    We reserve the right to change or cancel your package booking.

    Most changes will be insignificant and we reserve the right to make them. We will have no responsibilities to you in respect of any insignificant changes. Occasionally we may have to make a significant change to your confirmed arrangements and we reserve the right to do so. A significant change is one where we significantly alter any essential element of your arrangements (other than the price) owing to circumstances beyond our control. Examples of “significant changes” made before departure include the following:

    • - A change of accommodation area(resort) for the whole or a significant part of your time away.
    • - A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
    • - A change of outward departure time or overall length of your arrangements of twelve hours or more.
    • - A significant change to your itinerary, missing out one or more destination entirely.
    • - Where we or our supplier can no longer fulfil any special requirements that we have accepted and confirmed on our confirmation invoice and this will have a significant impact on your arrangements.
    • - Where we increase the price of your arrangements by more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services).

    If we have to make a significant change or cancel before departure, we will inform you without undue delay and if there is time to do so before departure, we will offer you the choice of the following options:-

    1. (for significant changes) agreeing to the changed arrangements,

    2. accepting the cancellation or terminating the contract for the arrangements and receiving a refund (without undue delay) of all monies paid; or

    3. accepting an offer of alternative arrangements of comparable standard from us, if available.

    (In the event that any proposed change or alternative offered results in a reduction or increase in the price you have agreed to pay or an increase or decrease in the quality of arrangements we have agreed to provide, we will also notify you of any price reduction or additional amount due).

    You must notify us of your choice within 7 days of our offer. If you fail to do so, we will contact you again, re-iterating the above choices and sums payable or refundable and if you again fail to respond within 7 days, we may terminate the contract and refund all payments made by you without undue delay.

    Subject to the exceptions detailed below, we will where appropriate, pay you reasonable compensation, subject to the limitations and exclusions in section B of ‘Our Responsibility for your Package’ below. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

    We will not pay you compensation where:-

    1. we make a significant change or cancel before you have paid the final balance of the cost of your arrangements;

    2. we make a significant change or cancel as a result of unavoidable and extraordinary circumstances as set out in the clause bearing that title;

    3. we cancel your arrangements no later than 20 days before they are due to start because the minimum number of participants to run them has not been reached.

    We will not make a price reduction or pay you compensation; and the above options will not be available where:-

    1. we make an insignificant change;

    2. we cancel as a result of any failure by you (including a failure to make payment in accordance with these terms);

    3. where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.

    Changes and cancellations to package arrangements after departure

    If we become unable to provide a significant proportion of your package arrangements after you have departed, we will try to offer you suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract. If the alternative arrangements we make are of a lower quality than those you originally booked, we will make a price reduction. Where our original agreement included return transport we will also provide you with equivalent transport back to your place of departure without undue delay or additional cost. You may reject the proposed alternative arrangements only if they are not comparable to what we originally promised to provide or if the price reduction we offer is inadequate. Where we are unable to make suitable alternative arrangements or you reject the proposed alternative arrangements in accordance with this clause, where appropriate and only where your arrangements are a package, we will pay you compensation subject to section B of Our Responsibility for your Package’ below.

    Where we are unable to ensure your return from a package as agreed because of unavoidable and extraordinary circumstances which directly prevent you from returning to your point of departure, we will bear the cost of necessary accommodation if possible of equivalent category for a period not exceeding

    (a) 3 nights per traveller (exceptions apply in respect of persons with reduced mobility and people travelling with them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we have been notified of their particular needs at least 48 hours before the start of the package); or

    (b) where a different period is specified in any passenger rights legislation applicable to the relevant means of transport for your return, for the period specified in that legislation.

    The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any other expenses or losses you may incur as a result of any change or cancellation.

    Assistance in the event of difficulty or unavoidable and extraordinary circumstances during a package

    We will provide appropriate assistance without undue delay in the event that you experience difficulty including where you are unable to return to your agreed point of departure because of unavoidable and extraordinary circumstances which directly prevent you from returning to your point of departure. Such assistance will extend to providing appropriate information on health services, local authorities and consular assistance; and helping you to make distance communications and to find alternative travel arrangements. We will charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or as a result of your act or omission. In the event such assistance is needed please contact us.

    A. Our responsibility for your package:

    We accept responsibility as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018. Subject to these booking conditions, if we fail to arrange or perform your package arrangements in accordance with our agreement, we will remedy any resulting lack of conformity. If that is impossible or entails disproportionate costs (taking into account the extent of the lack of conformity and the value of the arrangements affected), we will instead pay you compensation subject to clause B of this clause. It is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

    It is a condition of our acceptance of the responsibility above that you inform us and the supplier(s) concerned without undue delay of the lack of conformity you perceive; and allow us a reasonable period in which to remedy it. Please contact us.

    B. Limitations and exclusions of responsibility

    In these terms and conditions, our responsibilities are limited, and our duty to pay compensation is limited and excluded as follows:-

    We will not be responsible, make a price reduction or pay you compensation for any lack of conformity, injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

    (a) the act(s) and/or omission(s) of the person(s) affected;

    (b) the act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable; or

    (c) Unavoidable and extraordinary circumstances as set out in the clause bearing that title.

    We will not be responsible, make a price reduction or pay compensation:-

    a) for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.

    b) for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.

    Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-

    (a) whether or not you have followed the complaints and notifications procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

    (b) the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.

    (c) deduction that we must make to take account of any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.

    (Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)

    Luggage or personal possessions and money:

    The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money 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.

    Claims covered by an International Convention:

    When arranging transportation for you, we rely on the terms and conditions contained within any applicable International Conventions. The extent of or the conditions under which compensation is to be paid or liability accepted 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 us for copies of these Conventions.

    Any other claims which don’t involve injury, illness, death or damage caused by us or our suppliers intentionally or negligently; or other liability that can’t be limited by law:

    The maximum amount we will have to pay you in respect of all such claims is three times 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 arrangements.

  17. Financial Security

    FINANCIAL PROTECTION FOR PACKAGES

    We provide full financial protection for our flihgt inclusive package holidays, by way of our membership of the Global Travel Group Ltd via thier Air Travel Organiser’s Licence number 3973, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email [email protected] 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 will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

    If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such 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.

    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.

    All of our flight prices also include a 50p charge per person as a contribution to the cost of flight protection insurance. This charge will be displayed along with the APC as “ATOL and Airline Protection" on your Holiday Summary page.

    If you book arrangements other than a Flight-Plus or Flight-Inclusive Package, your monies will not be financially protected by us but may be protected by the supplier of your arrangements.

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Package Travel Information

Important information regarding your Package Holiday rights

General Information

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations.

Therefore, you will benefit from all EU rights applying to packages. Sunmaster will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, Sunmaster has protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes/they become insolvent.

Key rights under the Package Travel and Linked Travel Arrangements Regulations 2018

  • - Travellers will receive all essential information about the package before concluding the package travel contract.
  • - There is always at least one trader who is liable for the proper performance of all the travel services included in the contract.
  • - Travellers are given an emergency number or details of a contact point where they can get in touch with the organiser or travel agent.
  • - Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs.
  • - The price of the package may only be increased if specific costs rise (for instance fuel prices), and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs.
  • - Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate.
  • - Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package.
  • - Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee.
  • - If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem.
  • - Travellers are also entitled to a price reduction or compensation for damages or both where the travel services are not performed or are improperly performed.
  • - The organiser has to provide assistance if the traveller is in difficulty.
  • - If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Sunmaster has taken out insolvency protection with The Global Travel Group. Travellers may contact this entity or, where applicable, the competent authority (The Global Travel Group LTD, Glendale House, Glendale Business Park, Sandycroft, Deeside, CH5 2DL) if services are denied because of Sunmaster’s insolvency.

Directive (EU) 2015/23/02 as transposed into national law can be found here.

The Package Travel and Linked Travel Arrangements Regulations 2018

More information on key rights under the Package Travel and Linked Travel Arrangements Regulations 2018 can be found here

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The Global Travel Group Booking Terms & Conditions

These Booking Conditions form the basis of your agreement with The Global Travel Group Limited. They apply only to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform as applicable as part of our agreement with you. References in these Booking Conditions to "arrangements" mean such holiday arrangements. 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.

Our obligations to you may vary depending upon whether you book with us a package, a Flight Plus (as defined below), or a single component arrangement, and our differing obligations are set out below, in four separate sections: Section A contains the conditions which will apply to all bookings. Section B contains the conditions which will apply when you book package. Section C contains those which will apply where you book non package arrangements. Section D contains those terms which will apply where you book a "Flight-Plus".

A package exists if you book 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:-(a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.

A 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 other 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 Package exists if you book 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:-(a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the Package).

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 the first paragraph of the Flight-Plus definition 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.

Please note, in respect of some package bookings, when making your booking we will arrange for you to enter into a contract with the applicable supplier of the package in question. We then act as agent only. In this case, your booking confirmation will stipulate the particular Tour Operator with whom you will have a contract for the supply of your package holiday. In this event, please note that we accept no liability in relation to any contract you enter into or for any arrangements you purchase or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. For all bookings we make as agent, your contract will be with the supplier of the arrangements in question and the specific booking conditions of the relevant supplier(s) you contract with will apply in place of all conditions below. You are advised to read these conditions carefully prior to booking. The supplier's terms and conditions may limit and/or exclude the supplier's liability to you. Copies of applicable conditions are available on request from us.

SECTION A - TERMS WHICH APPLY TO ALL BOOKINGS

  1. MAKING YOUR BOOKING

    When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party, the terms of these booking conditions. The first named person on the booking will be the party leader and will be responsible for making all payments due to us.

  2. PAYMENT

    Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent's obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.

  3. CHANGES OR ADDITIONS TO YOUR HOLIDAY

    If you wish to change any part of your holiday arrangements we will do our utmost to make that change, however, we would like to advise you that it may not always be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it will be subject to an administration charge which will be notified to you at that time together with any costs or charges incurred or imposed by any of our suppliers. You should be aware that there may be extra charges applicable dependent on the change you make.

    Some suppliers/airlines and hotels, special fares 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 changes payable by you. Please check at the time of booking.

    No Frills Airlines and/or Chartered normally regard name changes after tickets have been issued as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge. Please note, it may not be possible to make changes within 28 days of your scheduled departure date without incurring 100% cancellation charges. We will however, do our utmost to accommodate your requested change or addition.

    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 utilised for any reason, you will have to pay the full cost of an alternative flight (if available) if you wish to transfer after tickets have been issued.

  4. TRANSFERRAL OF BOOKINGS

    If you are unable to travel, in certain circumstances which we consider reasonable we may allow you to transfer your booking to another party. 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 /administration fee which will be notified to you at the time must be paid before the transfer can be effected. If you are unable to find a replacement, cancellation charges as set out in these terms will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

  5. INFORMATION ACCURACY

    Please note, advertised information and prices may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of information and prices when published, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) at the time of booking.

    Please bear in mind that accommodation owners, restaurateurs, night club owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Flight times and carriers are given for guidance only as there may be changes. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure. There may also from time to time be general refurbishment at these establishments. These are necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.

  6. IMPORTANT FLIGHT INFORMATION

    Please note that most airlines do not include hold baggage within the cost of their flights. Where this is the case extra charges will apply. Please check at the time of booking that hold baggage is included within your booking. It is your responsibility to ensure you have sufficient baggage allowance. Please be aware that hold baggage weight restrictions may also vary between airlines.

  7. FLIGHTS

    There are varying types of flights that we may book as part of your package i.e. Charter, No Frills, Full Published and Consolidated. Any flight element of your holiday is provided by an independent supplier. Each supplier has 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. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

    Please note: the carrier reserves the right to refuse carriage to any person who has acquired a ticket in violation of applicable law or carriers tariffs, rules or regulations. Right of refusal may now be granted to Airlines under new and stringent anti-terrorism laws.

  8. CHARTER FLIGHT CONDITIONS

    A charter flight is invariably where an ATOL licensed Tour Operator such as AVRO, Thomson, or Thomas Cook etc has "chartered" their own Aircraft. When we book a charter flight on your behalf, we will identify that Charter Operator on your ATOL receipt. Full terms and conditions relating to individual charter airlines may be found in the relevant charter airline brochures. Where copies of these conditions are not readily available, copies of these terms and conditions are available on request from ourselves or the supplier concerned. By booking with us, you are agreeing to these conditions.

  9. NO FRILLS FLIGHT CONDITIONS

    When we book a "No Frills" flight on your behalf, we will identify that "No Frills" Airline on your ATOL receipt. It should be noted, that "No Frills" airlines operate independently of each other and are normally quite inflexible. Furthermore, they will invariably charge more for amendments once the booking has been made and levy "severe" cancellation charges.

    By allowing or asking us to book a "No Frills" flight on your behalf, we regret and you accept that we are unable to take any responsibility for flights changes, or cancellation made to any part of your reservation by the "No Frills" Airline. For the avoidance of doubt, when we book a "No Frills" flight on your behalf, you are agreeing to the "No Frills" Airline booking terms & conditions. We will of course endeavour to change / amend all other components of your package without charge through co-operation with our suppliers in the event of a cancellation or change by the No Frills Airline however cannot guarantee this will be the case.

  10. FULL PUBLISHED⁄CONSOLIDATED FLIGHT CONDITIONS

    A "Full Published/Consolidated" Flight is normally identified as a flight operated by a "National Carrier" such as British Airways, KLM, Air New Zealand , Cathay Pacific etc. When we book a "Full Published/Consolidated" flight on your behalf, we will identify that "Full Published/Consolidated" Airline on your ATOL receipt (identified as "BSP" OR "Triton Airfares Consol"). It should be noted Full Published/Consolidated Airlines normally levy "severe" cancellation/amendment charges dependent on the type of ticket booked.

  11. UPGRADING YOUR FLIGHT & FLIGHT SEAT REQUESTS

    Unless you have pre-booked your seats (where this facility is available), it may not be possible to obtain them together. Please bear in mind that even when you do pre-book seats, in most cases we will not be able to confirm the actual seat numbers or position on the aircraft. Where possible, we will offer you a further range of upgrade options designed to give you a more comfortable journey at a reasonable supplement.

  12. DIRECT FLIGHTS

    The flight routings used in connection with our holidays may be based on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft on route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for re-fuelling or to let passengers on and/or off. Details of any stops will be given on your itinerary. However, should you require this information at an earlier stage, please check with your travel advisor at the time of booking.

  13. FLIGHT CHANGES

    Unfortunately, Airlines may occasionally change the type of aircraft on a particular flight without advance warning. Flight timings and days of operation are subject to change and we will advise you of any significant change as soon as we ourselves are informed by the airline. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. It is possible that flight times may be changed even after tickets have been despatched - we will contact you as soon as possible if this occurs.

    We are not always in a position to confirm the airline, aircraft type and airport of destination which will be used in connection with any flight included in your holiday. When this information is provided at the time of booking or subsequently, it is subject to change. Any such change will not entitle you to cancel or change to other arrangements without paying our normal charges.

  14. FLIGHT DELAYS

    In the event of a flight being delayed the flight provider has an obligation to passengers pursuant to EU Regulation no 261/2004 of The European Parliament and of the Council governing air travel. However, the extent of such will depend on various other factors i.e the type of flights you have booked (please see FLIGHTS section) expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays will result in lost holiday time, no refunds are given. It is in recognition of the above that your holiday travel insurance policy normally offers monetary compensation for flight delays.

    In the event of flight delay or missed flights please make sure you contact the overseas assistance/emergency number as shown on your accommodation voucher.

  15. TRANSFER VOUCHER

    Please note where applicable transfer vouchers will be issued. Please make sure that if you have booked transfers you take the transfers vouchers on holiday with you to hand over to the relevant provider. Please note the transfer voucher also provides details of the process to obtain the service which must be adhered to.

  16. ACCOMMODATION GRADING

    Some of our suppliers categorise accommodation and apply their own rating system. However the official star rating of a property is determined by the local authority governing the grading structure in the country the property is based. It is therefore important to read carefully the individual accommodation descriptions. A comparison of cost may also give some idea of how accommodation in the same resort / country is likely to compare in terms of general standards. Accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated.

  17. BOOKING A ROOM FOR EARLY ARRIVAL OR LATE DEPARTURE

    Generally, your accommodation will be available from 2pm on the date of arrival , and is to be vacated between 10 am and noon on the date of departure, irrespective of your arrival or departure times and unless we have stated otherwise. Should you wish your room to be ready prior to this time frame on your day of arrival or available after 10 am for an afternoon or evening departure, it may be possible to reserve the room at the time of booking however this will be on a "subject to availability" basis. This could incur additional cost and is normally paid locally.

    Should we not be able to accommodate your request, you may also ask at reception (if applicable) on your date of arrival or at any time during your stay.

  18. MEALS

    Meals if included, are based on table d'hote menus, or a meal voucher system unless specified otherwise. Holidays which include main meals generally commence with dinner on the day of arrival at your accommodation, terminating with breakfast (on half board) or lunch (on full board) on the day of departure. No refunds on meals "not taken" can be given. Special diets of any kind (including vegetarian) can seldom be catered for adequately within the constraints of a table d'hote menu and cannot be guaranteed. We would therefore strongly suggest that anyone with special requirements takes a holiday where no meals (or only breakfast) is included.

    Please note, if you book accommodation on an "all-inclusive" basis, accommodations differ in their "all-inclusive" offerings including the time all inclusive options are available. Assumptions should not be made that accommodations booked on this basis will include for example "branded" spirits as they may offer local alternatives.

  19. HOLIDAY INSURANCE

    You MUST take out fully comprehensive travel insurance. It will normally cover you in the event of cancellation against loss of deposit or cancellation fees and for medical costs in the event of you becoming ill or having an accident whilst on holiday. There are some restrictions on insurance, for example pre-existing medical conditions and you should advise the insurance provider of these at the time the policy is taken out. 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.

  20. BEHAVIOUR

    If we or any other person in authority is of the reasonable opinion that you or any member of your party is behaving in such a way as to cause or be likely to cause danger or upset to any other person or damage to property, we will be entitled to terminate the holiday of the person(s) concerned. The person(s) concerned will be required to leave the accommodation or other service and we will have no further responsibility to them including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

    You will be responsible for making full payment for any damage or loss caused by you or any member of your party during your time away. Payment must be paid direct at the time to the service supplier concerned failing which, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions.

  21. BOOKING IF YOU ARE UNDER 18

    It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16. At our discretion, we may accept a booking from someone who is 16 or 17 and not accompanied by an adult providing we have confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will be payable.

  22. IF YOU HAVE A COMPLAINT WHILE YOU ARE ON HOLIDAY

    If you have cause for complaint whilst on holiday, you must bring it to the attention of the local Representative or Agent (if there is one) and the establishment of where you are staying who will do their best to rectify the situation and prevent your holiday being spoilt. If there is no local Representative or Agent, you must contact the supplier on the Emergency Number as detailed on your accommodation voucher or contact us direct on our own Emergency number which is 00447984456851. You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon return. If you remain dissatisfied, you must write to us formally by post, not email, within 28 days of your return from holiday giving your booking reference and full details of your complaint. If you fail to follow this simple complaints procedure (in resort and on your return home), your right to any compensation you may otherwise have been entitled to may be affected or even lost as a result.

    ILLNESS ABROAD

    We would always recommend that you drink bottled water and avoid ice in drinks. Be sure that food is properly cooked or properly chilled and that salads and unpeeled fruits have been thoroughly washed. If in doubt, do not eat it, and try not to over indulge. If you have any concerns regarding the food at your resort, please inform the accommodation provider straight away.

    In the unlikely event that you or any member of your party is ill, please ensure that a doctor is seen locally and that you inform your accommodation provider during your stay. Please also contact us on 0344 493 00 09 in order that we can provide you with appropriate assistance. The health and safety of our customers is paramount to The Global Travel Group, and we will take up any complaints of illness or injury with the supplier to ensure we are only providing safe and enjoyable holidays to our customers.

    PLEASE NOTE – The Global Travel Group is aware of the growing trend in bringing false sickness claims against tour operators. If we have reason to believe that your claim or complaint is false or exaggerated, we will work with the relevant authorities to take appropriate action. Customers bringing false allegations against a tour operator may face prosecution in the UK or abroad.

  23. SPECIAL REQUESTS AND MEDICAL PROBLEMS

    If you wish to make a special request, you must do so at the time of booking using the special requests section on the secure payment page. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. 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.

    If you or any member of your party has any medical problem or disability which may affect your chosen holiday arrangements, you must give us full details using the special requests section on the secure payment page. If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details. Cancellation charges will apply.

  24. PASSPORTS, VISAS AND HEALTH REQUIREMENTS

    The passport, visa and health requirements applicable at the time of printing to British citizens for the arrangements are available to you at the time of booking from your travel advisor. 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. Requirements may change and you must check the up to date position in good time before departure. For European holidays you should obtain a completed and issued form EHIC prior to departure.

    It is your responsibility to ensure that you are in possession of all necessary 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. 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.

    You should take up-to-date health advice about the health precautions you will need to take prior to departure. The Foreign & Commonwealth Office has up-to-date advice on health and safety across the globe, as well as local laws, and passport and visa information. Please check https://travelaware.campaign.gov.uk/ regularly for updates ahead of travel, as the advice can change.

    You should also note that certain European Countries now require your passport and/or visa number together with any other relevant details in advance of travel.

  25. FORCE MAJEURE

    In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, pandemic and all similar events outside our control. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.

SECTION B - TERMS WHICH APPLY TO PACKAGES (EXCEPT WHERE WE ACT AS AN AGENT)

  1. OUR LIABILITY IN RESPECT OF PACKAGES

    1. Except as otherwise stated in these conditions or where we act as a booking agent, 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 against us.

    2. We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever which results from: -

      1. the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or

      2. the act(s) and/or omission(s) of a third party not connected with the provision the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or

      3. 'force majeure' as defined in clause 25 above.

    3. We limit the maximum amount we may have to pay you for any claims you may make against us.

      The maximum amount we will have to pay you where we are found liable for loss of and/or damage to any luggage or personal possessions (including money) is £50 per person affected unless a lower limitation applies to your claim under this clause or clause 26(4) below.

      For all other claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis 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.. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.

    4. Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/or off the transport concerned) provided by any air, sea, rail or road carrier or on any stay in a hotel, the maximum amount of compensation we will have to pay to you will be limited. The most we will have to pay to you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention or regulation which applies to the travel arrangements or hotel stay in question (for example, the Montreal Convention for international travel by air, the Athens convention for international travel by sea). Where a carrier or hotel would not be obliged to make any payment to you for any reason under the applicable International Convention or Regulation in respect of a claim or part of a claim, we will not be 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 transport provider or hotelier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request. In any circumstances in which the 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; any sums you receive from the carrier will be deducted from any amount due from ourselves.

    5. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website: for example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

    6. This clause 26 is intended to set out our obligations to you as an organiser under the Package Travel, Package Holidays and Package Tours Regulations 1992. We will not accept any further or different liability than these Regulations impose. In addition, regardless of any contrary representations made by us, we only promise to use reasonable skill and care as set out above and we do not have any further or different liability to you.

    7. You must tell us and the supplier concerned about your claim or complaint as set out in clause 22 above. If asked to do so, you must transfer to us or our insurers any rights you have against whoever is responsible for your claim or complaint and provide ourselves and our insurers with all co-operation and assistance that may be reasonably required.

    8. We do not accept liability for (1) any damage, loss, expense or other sum(s) of any description which, based on the information you gave us at the time of booking, we could not have foreseen you would suffer or incur if we breached our contract with you; (2) any business losses.

  2. PACKAGE PRICES

    We reserve the right to make changes to and correct errors in advertised prices of packages at any time before your holiday is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking.

    Once the price of your chosen package arrangements have been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, if transportation costs or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increase or decrease or our costs increase or decrease as a result of any adverse or favourable changes in the exchange rates which have been used to calculate the cost of your holiday.

    Even in the above cases, only if the amount of the increase in our costs exceeds 2% of the total cost of your holiday (excluding insurance premiums and any amendment charges), will we levy a surcharge. If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to the options as referred to under "Changes and Cancellation by us". If a surcharge is payable, there will in addition be an administration fee of £1 per person together with an amount to cover agents commission. Although insurance (where purchased through us) does not form part of your contract with us or of any "package", we will consider an appropriate refund of any insurance premiums you have paid us if you can show you are unable to use/reuse or transfer your policy in the event of cancellation or purchase of an alternative holiday.

    You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to choose option (b) or (c) as set out under "Changes and Cancellation by us" below. If you do not tell us that you wish to choose either of these options within this period of time, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later.

    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. We promise not to levy a surcharge within 30 days of departure.

  3. CHANGES AND CANCELLATIONS WE MAKE TO A PACKAGE (EXCEPT WHERE WE ACT AS AN AGENT)

    We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in any marketing material and other details both before and after bookings for packages have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.

    Most changes are minor. Occasionally, we have to make a "significant change". A significant change is a change made before departure which, taking account of the information you give us at the time of booking and which we can reasonably be expected to know as a tour operator, we can reasonably expect to have a major affect on your holiday. Significant changes are likely to include the following changes when made before departure; a change of accommodation to that of a lower classification or standard for the whole or a major part of the time you are away or a change of accommodation area for the whole or a major part of the time you are away. Please note, where your booking includes a "no frills flight", changes imposed by the airline (for example, change of departure or return time or UK or overseas airport) and the consequent effect on your holiday will not generally be treated as "significant changes" in accordance with this clause. For all flights, a change of departure or return time by less than 12 hours will be a minor and not significant change.

    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 following options:-

    1. (for significant changes) accepting the revised arrangements

    2. purchasing an alternative holiday from us, of a similar standard to that originally booked if available. Where possible, we will offer you at least one alternative holiday of reasonably equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other then available holidays. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper

    3. cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us

    Please note, the above options are not available where any change made is a minor one.

    If we have to make a significant change or cancel, we will (as a minimum where compensation is due), 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 subject to the following exceptions. 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. 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 terms & conditions entitling us to cancel (such as paying on time) or if the change made is a minor one.

    Period before departure a significant change or cancellation is notified to youCompensation per person
    More than 56 daysNil
    56-29 days£10
    28-14 days£15
    less than 14 days£20
  4. IF YOU WISH TO CANCEL YOUR PACKAGE HOLIDAY

    If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges. The percentage cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

    Prior to 70 days:Total flight cost plus 15% of the total accommodation and other elements
    69 - 42 days:Total flight cost plus 30% of total cost of the accommodation and other elements
    41 - 34 days:Total flight cost plus 70% of total cost of the accommodation and other elements
    33 - 7 days:Total flight cost plus 90% of total cost of the accommodation and other elements
    Less than 7 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.

  5. FINANCIAL PROTECTION FOR PACKAGES

    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 you book with us, and for your repatriation in the event of our insolvency. We provide protection for flight inclusive packages by way of a trust account controlled and administered by Travel Trust Services Ltd trading as Serenity Travel Trusts. You agree that all money that you pay to us for a flight inclusive package will be paid initially into our own account, but then transferred within 3 days into a separate and designated trust account and will be held there on trust for the trustees of the Air Travel Trust (or in some cases for you) in accordance with a trust deed between us, Travel Trust Services Ltd and the Air Travel Trustees. Money in that account will only be released in accordance with the terms of that deed. This means that in respect of all package arrangements including flights, in the event of our insolvency, funds will be available to ensure that you are not left stranded abroad or will receive a refund of the money you have paid for an advance booking. When you buy a flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. We 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 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.

SECTION C - TERMS WHICH APPLY TO NON-PACKAGES

  1. FINANCIAL PROTECTION FOR NON-PACKAGES

    We provide security for the monies that you pay for the holidays booked with us. All money that you pay to The Global Travel Group Limited is paid into a client account which operates the same way as a solicitors client account. Money held in this account is held on behalf of any third parties. In the unlikely event of failure of our Company this money will still be available to suppliers.

    For flights booked under our ATOL we provide this security by way of a by way of a trust account controlled and administered by Travel Trust Services Ltd trading as Serenity Travel Trusts. You agree that all money that you pay to us for a flight sold under our ATOL number 3973 will be paid initially into our own account, but then transferred within 3 days into a separate and designated trust account and will be held there on trust for the trustees of the Air Travel Trust (or in some cases for you) in accordance with a trust deed between us, Travel Trust Services Ltd and the Air Travel Trustees. Money in that account will only be released in accordance with the terms of that deed. This means that in respect of all such flight arrangements, in the event of our insolvency, funds will be available to ensure that you are not left stranded abroad or will receive a refund of the money you have paid for an advance booking. Some flights may not be booked under our ATOL (eg where we use your credit card to book a low cost flight on your behalf). Those flights will not be financially protected.

    Where you buy an ATOL protected flight from us (i.e. a flight under our ATOL) you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. We 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 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.

  2. PRICES OF NON-PACKAGE BOOKINGS

    You will be advised of the current price of the arrangements that you wish to book before your contract is confirmed. We reserve the right to make changes to and correct errors in the prices of both advertised and confirmed non-packaged arrangements prices at any time.

  3. CHANGES BY US TO A NON-PACKAGE BOOKING

    Because we begin planning the arrangements we offer many months in advance, we must reserve the right to make changes to and correct errors in holiday details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings.

    Most changes are minor but occasionally, we may have to make a "significant change". Examples of "significant changes" include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower classification for the whole or a major part of your holiday, a change of UK departure point to one which is more inconvenient for you, a change of outward departure time or overall length of your holiday of twelve or more hours, the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether.

    If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:-

    1. (For significant changes) accepting the changed arrangements or

    2. Purchasing alternative arrangements from us, of a similar standard to those originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or

    3. Cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

    The above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. Very rarely, we may be forced by "force majeure" (see clause 25) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

  4. OUR LIABILITY TO YOU (NON-PACKAGE BOOKINGS).

    1. Except as otherwise stated in these conditions or where we act as a booking agent, we have a duty to select the suppliers of your 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, providing 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.

    2. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

      1. the act(s) and/or omission(s) of the person(s) affected;

      2. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or

      3. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or

      4. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

    3. We limit the amount of compensation we may have to pay you if we are found liable under this clause:

      1. 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 applicable excess on your travel insurance policy because you are assumed to have adequate insurance in place to cover any losses of this kind.

      2. Claims not falling under (a) above or involving 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.

      3. (c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel

        1. 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. Please contact us. 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.

        2. 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.

        3. 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.

    4. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

    5. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

    6. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description 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) any business losses.

    7. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

  5. CANCELLATION BY YOU OF ACCOMMODATION ONLY BOOKING

    If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges. The percentage cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

    Period before departure within which written notification of cancellation is received by usCancellation charge per person cancelling
    43 days and above:20% of accommodation value minimum charge of £20.
    42 - 28 days:50% of accommodation value
    Less than 28 days:100% of accommodation value

    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.

  6. CANCELLATION BY YOU OF FLIGHT ONLY BOOKING

    If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing. Your notice of cancellation will take effect when it is received at our offices. The cancellation charge of flight only bookings will be 100% of the cost of the booking.

SECTION D - TERMS WHICH APPLY TO FLIGHT-PLUS BOOKINGS

  1. OUR LIABILITY IN RESPECT OF A FLIGHT-PLUS

    1. The failure or insolvency of a provider will have the meaning prescribed in Regulation 23 of the ATOL Regulations 2012.

    2. 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.

    3. 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.

    4. 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.

    5. Where suitable alternative arrangements are provided as set out in clauses 37(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.

    6. 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).

  2. FINANCIAL PROTECTION FOR FLIGHT-PLUS BOOKINGS

    We provide financial security for Flight-Plus bookings by way of a trust account controlled and administered by Travel Trust Services Ltd trading as Serenity Travel Trusts. You agree that all money that you pay to us for a flight plus will be paid initially into our own account, but then transferred within 3 days into a separate and designated trust account and will be held there on trust for the trustees of the Air Travel Trust (or in some cases for you) in accordance with a trust deed between us, Travel Trust Services Ltd and the Air Travel Trustees. Money in that account will only be released in accordance with the terms of that deed. This means that in respect of all flight plus arrangements, in the event of our insolvency, funds will be available to ensure that you are not left stranded abroad or will receive a refund of the money you have paid for an advance booking. 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.

    Where you buy a Flight Plus from us (i.e. a flight under our ATOL) you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. We 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). 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.

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Web Site Terms of Use

This website is operated by Sunmaster Limited (company registration number 02871028) whose registered office is situated at;

Glendale House,
Glendale Business Park,
Sandycroft,
Nr Chester,
CH5 2DL.

The Website is designed for use within the UK and by accessing this Website you are agreeing that English law will be applicable to any disputes which may arise.

  1. Alteration

    We and our partners reserve the right, at any time and without notice, to remove or cease to supply any product or service contained on this web site. In the event that such removal takes place we and our partners shall not be liable to you in any way whatsoever for such removal.

  2. Applications for Products and Services

    Prices, and details, of products and services (and any offers) posted online are subject to change without notice. Offers of any kind may also be subject to certain terms and conditions. All products, services and offers are subject to availability and we and our partners give no guarantee with regard to this point. The provision for details of products and services or offers on this website are not, and should not be construed as an offer to sell or buy such products or services by the relevant company. The company (if applicable) advertising the products and services concerned may accept or reject your offer at its sole discretion.

  3. Commercial use

    This website is for both commercial (e.g. travel agencies, airlines, car hire companies and hotel operators etc.) and non-commercial (personal) use only. The products and services contained on this web site may be supplied on a commercial basis on the basis that the commercial user clearly identifies all the Terms and Conditions upon which we trade to our customers and by using this site the commercial user warrants their client consents to the relevant Terms and Conditions in so far as that ‘client’ provides personal data which, by using this web site the commercial user consents to our processing such data in accordance with these Terms and Conditions and our Privacy⁄Security Policy.

    In the event that you use any of the products or services contained on this web site for commercial use, then we shall be entitled to charge you at our rates from time to time in force and previously notified to you in respect of such commercial use. However and for the avoidance of doubt, we are under no obligation to previously notify you in respect of such commercial use.

  4. Use of Site

    You may only use this web site for personal use to make legitimate reservations or purchase of a holiday and⁄or products connected with that holiday. You shall not copy, use, tamper or alter any content of this web site and shall only print off pages for your own personal reference.

  5. Copyright

    The copyright in the material contained in this web site belongs to us, our partners or our licensed source. For the purposes of a transaction any person may copy any part of this material for their personal use, subject to the following conditions:

    • the material may not be used for any commercial purposes;

    • the copies must retain any copyrights or other intellectual property notices contained in the original material;

    • the products and technology or processes described in this web site may be subject to other intellectual property rights reserved by us or other third parties (and no licence is granted in respect of those intellectual property rights);

    • images and logos on this web site are protected by copyright and may not be reproduced or appropriated in any manner without the written permission of their respective owner(s)

    It should be noted that all text, images, software, databases and programmes relating in anyway whatsoever (unless provided by a third party under contract) to this website are the Intellectual Property of Sunmaster.

    The images, logos and names on this web site identify us and our carefully selected partners. Nothing contained in this web site shall be deemed to confer on any person any licence or right on the part of the companies mentioned above or any third party with respect to any such image, logo or name.

  6. Changes to Terms and Records of Agreements

    We and our partners reserve the right to change these terms and conditions at any time by posting changes on this web site. It is your responsibility to review the web site terms and conditions regularly to ensure you are aware of the same. Your use of this web site after a change has been posted will be deemed to signify your acceptance of the modified terms and conditions. We recommend that you print off and retain for your records a copy of these terms and conditions from time to time and a copy of any terms and conditions relating to any product or service which you apply for on–line, together with any related application and⁄or proposal form duly completed and submitted to us or our partners (and received by us or our partners). Any amendment to any terms and conditions must be agreed in writing by us or by the relevant company with whom you contract.

  7. Disclaimers

    Whilst we have worked diligently to provide accurate and complete information, in no event will we be liable (whether in contract or tort, including negligence or breach of statutory duty or otherwise) for any losses sustained and arising out of or in connection with use of this web site including, without limitation, indirect or consequential losses, loss of profit, loss of data or special loss.

    We do not make claim that the information contained in this web site is accurate, comprehensive, verified or complete, and shall accept no liability for the accuracy or completeness of the information contained in the web site or for any reliance placed by any person or party (including but not limited to any third party) on the information contained herein. Furthermore and for the avoidance of doubt, should a manual input ‘pricing’ or ‘description’ error occur, we reserve the right to inform you, cancel your booking request for ‘nil’ cost and give you the option to re-book at the higher price or lower price (as dictated at the time).

    We do not warrant that the functions or materials accessible from or contained in this web site will be uninterrupted or error free, that defects will be corrected or that this web site or the server that makes it available are virus or bug free or represent the full functionality, accuracy or reliability of the materials. Furthermore, we declare and you accept that we cannot be held responsible for any acts, errors or omissions contained within this site.

  8. Links to other Web Sites

    Certain (hypertext) links may lead you to web sites that are not under the control of us or our carefully selected partners. When you activate any of these links, you will leave our web site and we have no control over and will accept no responsibility or liability in respect of the material on any such other web site. By allowing links with third party web sites we do not intend to solicit business or offer any security to any person in any country, directly or indirectly.

  9. Monitoring of Phone Calls⁄E-mails

    Entirely subject to our Privacy⁄Security Policy, telephone calls using the telephone numbers provided on this web site and email correspondence with us at the email addresses accessible through or discernible from this web site may be recorded or monitored. By using such communication methods you are consenting to the recording or monitoring of the same.

  10. Product Terms and Conditions

    If you apply for any product or service detailed on this web site, these Terms and Conditions should be read in conjunction with any other terms and conditions which relate to any such product or service i.e. Booking Terms & Conditions (in particular those of our carefully selected partners e.g. airlines, car hire companies and hotel operators).

    In the event of any contradiction between these Terms and Conditions and the specific terms and conditions relating to such product or service, the latter shall prevail.

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Privacy Notice

If you'd like to read more on how and where we collect or how we use your personal data, please see our Privacy Notice.

In the Privacy Notice, you can also find out how to stop receiving marketing information.

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Flight Operator Terms and Conditions

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