Flights Booking Conditions
RESERVATIONS may be made by telephone, in person or by mail without obligation. An initial non-refundable deposit, £100 per person or 10% of the total value (whichever is greater) is required within 4 days to confirm the reservation. For bookings made over the Internet, full payment is normally required at time of booking unless specifically stated in the booking process.
RESERVATIONS MADE OVER THE INTERNET Full payment is normally required at time of booking unless specifically stated in the booking process. In the unlikely event of an administrative error resulting in an incorrect price being displayed, we reserve the right to correct the price. In these circumstances, you will not be bound to continue with your purchase, and will be asked to email us to confirm that you wish to proceed. No contract will exist between you and TravelHouseUk for the sale of products by us to you until your credit/debit card has been charged. This will be deemed to be our acceptance of your order and to have been effectively communicated to you. Please note that the only language in which the contract can be concluded is English.
CLASS First class services are designated by the letters P or F and Business/Club Class by J, C or D. Any other letter usually indicates Economy Class or Premium Economy travel.
PROVISIONAL FARES Should any fare be designated provisional against an itinerary line, this means the airline, tour operator or hotel has yet to confirm the exact fare to be charged. so subsequently this fare may be subject to change.
EXCHANGE RATES If all or part of your itinerary includes prices quoted in a foreign currency the amount payable is subject to the rate of exchange in force at the time of final payment.
BOOKING CONDITIONS Theseb conditions apply to all bookings - please take the time to read and understand them fully. The conditions are split into 3 parts. ‘Part 1’ applies to all bookings. In addition to ‘Part 1’, ‘Part 2’ also applies to all bookings classified as ‘Packages’ by the terms in ‘Your Holiday Contract’ and ‘Part 3’ applies to bookings classified as ‘Other Travel Arrangements’.
PART 1 - ALL BOOKINGS
YOUR HOLIDAY CONTRACT Your booking is made with TravelHouseUK. When booking a holiday you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions and the booking conditions of any contract principal where we are acting as agent. It should be noted that the conditions vary slightly dependent on whether you are booking a ‘package’ or ‘other holiday arrangements’. The term ‘package’ is defined as a pre-arranged combination of at least two of: (a) transport; (b) accommodation; (c) other services not ancillary to transport or accommodation and forming a significant part of the package booked together for an inclusive price and for which full payment is made to us. All remaining products, including transport and accommodation booked at separate times or not at an inclusive price constitute ‘other travel arrangements’, which we arrange as your booking agent. Please note that different terms and conditions may apply between you and any of the airlines, hotels, tour operators involved in providing your travel arrangements. These terms and conditions will be provided to you on booking. By making this booking you agree that we may pass any information you provide on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), you should note that controls on data protection in your destination may not be as strong as the legal requirements in this country. A contract will exist as soon as payment has been accepted and a confirmation invoice has been issued. These booking conditions form part of your contract with us. This contract and any matters arising from it are governed by English Law and we both agree to submit to the jurisdiction of the English courts. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish.
DEPOSITS AND BALANCE PAYMENTS When you make a booking a deposit of £100 per person or 10% of the total value (whichever greater) is required (plus insurance premiums if applicable). The exact deposit due will be confirmed to you at the time of booking and will depend on the services booked. Please note deposits are nonrefundable, unless we are unable to confirm your original booking request and an alternative is not accepted. For bookings made within 10 weeks of departure immediate full payment is required. The balance of your holiday must be paid 10 weeks prior to your departure; this date will be shown on your confirmation invoice. Please note we do not send reminders. If the balance is not paid by this date we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in the paragraph headed ‘Cancellations by you’. Please note that all airfares are subject to increase until full payment is received and tickets issued, it is therefore to your advantage to finalize payment as soon as you can after booking. If full payment is accepted at the time of booking, the deposit will be deemed to have been included. Where TravelHouseUK is acting as the agent for the Tour Operator you should refer to the booking conditions contained in the Tour Operators brochure. A copy of these will be given or sent to you at time of booking.
PRE-PAID TAXES Your tickets will show the pre-paid taxes known at the time of booking. If any Government Body, Airport Authority or Airline increases or introduces a tax this will have to be paid on occasion, even if it is after your tickets have been issued. If your flight is part of a package please see “your holiday price” in Part 2. Local taxes: it is not always possible to include all departure taxes on your ticket - in some cases departure taxes must be paid locally and these are payable to the Government of the country departed and are non-refundable. Please check these amounts with the airline when you are reconfirming. Where scheduled airlines are booked, Scheduled Airline Failure Insurance will be added to your booking.
AMENDMENTS BY YOU If, after a confirmation invoice has been issued, you wish to change your holiday arrangements we will do our utmost to make these changes. Any change to an itinerary prior to receipt of your final payment will be treated as an amendment. Depending on the amount of work involved, each change will incur an amendment charge which will not exceed £50 per person, in addition to any further costs or charges that we incur from our suppliers in making the alteration. If full payment has already been received amendments are treated as cancellations and the cancellation charges detailed below will apply. Please note that some suppliers, in particular airlines, do not allow a name change and may consider this as a cancellation and re-booking with a 100% cancellation charge.
CANCELLATIONS BY YOU (Flights) Should you for any reason have to cancel your booking you must give us a written notice of cancellation signed by the person who originally made the booking. Refund of Flight Tickets - Some tickets are non-refundable. Certain types of airline tickets (eg Apex Tickets) cannot be changed after a reservation has been made and any alteration request will incur a 100% cancellation charge. Tickets returned will be submitted to the respective airline, or their agent, for assessment. As soon as we are reimbursed by the issuing airline or their agent we will forward a refund to you, less loss of deposit, applicable cancellation and/or administration charges. Please note that airline refunds or part used tickets and the return half of the airfare are always less than the pro-rata rate and may have no refund value whatsoever. Refunds usually take 8 - 12 weeks but in certain cases may take longer.
CANCELLATIONS BY YOU (Services other than Flights) Should you for any reason have to cancel your booking you must give us written notice of cancellation signed by the person who originally made the booking. Cancellation charges are dependent on the supplier’s terms and conditions vary accordingly. These charges vary according to whether you have booked a package or other travel arrangements. In the case of a package the following scale of charges apply plus any additional charges passed onto us by airlines and suppliers (e.g. non refundable airlines) depending on the date of cancellation.
|Prior to 71 days||deposit forfeited|
|70 - 60 days||20% of total holiday cost|
|59-42 days||30% of total holiday cost|
|41-28 days||60% of total holiday cost|
|27-2 days||90% of total holiday cost|
|Less than 48 hours||100% of the total holiday cost|
After departure there will be no refund of any unused component of your holiday. If you are booking other travel arrangements the cancellation charges will be shown on your invoice immediately below the details of your itinerary. In addition all bookings for other travel arrangements (e.g. flight only) will be non-refundable within 48 hours of departure. We must be advised of any decision to cancel in writing and signed by you. The cancellation will take effect from the day the written confirmation is received.
ROUTINGS AND TIMINGS Unless otherwise stated, the routing on your air ticket cannot be changed, once the balance has been paid. Please note that the timings of air, sea, road and rail depar tures are estimates only. These timings may be affected by operational difficulties, weather conditions or passenger failure to check in on time. Flight timings are subject to change as a result of airline procedures and latest available times will appear on your final itinerary. Please note that direct flights can have a scheduled stop en route. Most airlines reserve the right to alter their schedule, destination airport and type of aircraft. Such changes will not entitle you to compensation nor to cancel or change your arrangement without paying normal charges. Please also note carriers have conditions of carriage which will apply to you and which limit or exclude liability. We do not make any arrangements if there is a delay at the outbound or inbound points of departure. Most airlines however do make provisions in such cases (dependent on the length of time).
RECONFIRMATION You must reconfirm all onward and return flight reservations with the relevant airline at least 72 hours prior to departure. This allows the airline to inform you of any unforeseen delays/changes to your itinerary, and provides the airline with contact details for you.
SPECIAL REQUESTS If you have any special requests (e.g diet, room location, room type, twin or double bedded room or a specific facility at a hotel) we will do our utmost to ensure that these are passed on to the supplier. We will also be happy to request pre allocated seating where airline policy allows. However you should note that we can not guarantee that suppliers will accept these requests and that they therefore do not form any part of your contract with us.
DISPATCH OF TRAVEL DOCUMENTS We aim to send out your travel documents to you at least 10 days before departure, unless you make a late booking. In peak times this may not be the case. No tickets will be sent out unless final payment has been received and cleared. Travel documents, unless collected from our offices, will be sent by Royal Mail Services. However, we recommend that customers use Royal Mail ‘Special Delivery’, a similar service or a courier and these can be arranged provided that you cover the additional costs involved. We cannot accept responsibility for items lost in the post and additional charges may be applied for any documents that are reissued.
LOST OR STOLEN TICKETS Should tickets become lost or stolen, it is necessary to complete a form of indemnity to be passed to the airline. Some carriers are then prepared to issue replacement tickets immediately but may impose a fee for this. Other airlines require full payment to issue replacement tickets and will refund the amount paid for the original documents at a later date. This process can take up to 18 months. We will charge an administration charge of £35.00 per person if we have to reissue your tickets, in addition to any charges applied by the airline or supplier concerned, should we have to reissue your travel documents for whatever reason.
IF YOU HAVE A COMPLAINT If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) so that they can Endeavour to put things right. If your complaint cannot be resolved then you must contact your www.cheapflightstozimbabwe.co.uk branch by telephone, email or fax. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to Customer Services at our Head Office address, giving your booking reference and all other relevant information. This will assist us to quickly to address your concerns and speed up our response to you. If you fail to do this we will have been deprived of the opportunity to investigate and rectify your complaint and this may affect your rights under this contract.
YOUR FINANCIAL PROTECTION We act as agent for ATOL holder. For further information, visit the ATOL website at www.atol.org.uk. Schedule Airline Failure Insurance (SAFI) will be added to your invoice if scheduled airline flights are booked. For full details of the financial protection in place for your booking, please enquire at the time of making a booking.
TRAVEL INSURANCE We strongly recommend that you purchase comprehensive travel insurance when making your reservation. In certain cases cancellation charges, if incurred involuntarily, may be covered by insurance taken out at this time. TravelHouseUK offers a comprehensive policy, which covers medical and repatriation expenses, personal baggage and personal effects, loss or theft of money, personal liability and cancellation or curtailment charges. TravelHouseUK will not accept responsibility for any person who fails to be properly insured for their journey. Once the 14-day cooling of period built into the Insurance Policy has expired, we are not able to refund the insurance premium. This is a condition of the insurance company.
PASSPORTS, VISAS AND HEALTH Passengers must be in possession of a full passport and visas if required. Many countries require that your passport be valid for at least 6 months after your departure date from that country. Please contact your local doctor who can provide immunization requirements. Advice can also be obtained from DoH leaflet ‘Advice on Health for Travelers’. We can advise generally on Visa and Health requirements. It is your responsibility to ensure that you satisfy all applicable requirements in respect of passport, visa and health matters. We cannot be held liable if you fail to ensure this, and if as a result, we suffer any loss or expense because of such a failure on your part, you will be obliged to reimburse us. In addition, it is your responsibility to ensure that you do not behave in any way which causes offence or which risks causing offence or danger to other holidaymakers or which risks damaging property belonging to others. Hotel managers and pilots do have legal powers to remove unruly holidaymakers from their hotel and/or aircraft. Should this happen, we cannot be held liable in any way to you and you will be obliged to meet the cost of purchasing replacement hotel accommodation and/or air tickets.
PRE-TRAVEL ADVICE The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check this information on BBC (Ceefax page 470) or on the internet at www.fco.gov.uk/travel. Alternatively you can contact the ABTA Information Department on: 0901 201 50 50 (calls charged at 50p per minute).
PART 2 - OTHER TRAVEL ARRANGEMENTS
In addition to the conditions in ‘Part 1’, these conditions apply specifically to those bookings classified as ‘Other Travel Arrangements’
SCHEDULED AIRLINE FAILURE INSURANCE will be added to your invoice if scheduled airline flights are booked.
EXTRA EXPENSES INCURRED AS A RESULT OF THE FAILURE OF A SCHEDULED AIRLINE FAILURE To pay up to £1,500 in all, for each Insured Person in respect of their Net Ascertained Financial Loss arising as a result of the cancellation or curtailment of a Scheduled Airline Flight arising solely as a result of the insolvency of the Scheduled Airline.
- Scheduled Airline Flight. One flight on a regular systematic service operated in such a manner that the benefits thereof are available to the general public.
- Scheduled Airline. An Airline operating Scheduled Airline Flights as all or part of its business.
- Insured Person. Such Person who has booked a ticket or tickets within the United Kingdom for one or more Scheduled Airline Flights through the Master Policy Holder and who is named in the confirmation. invoice and/or deposit receipt for bookings relating hereto provided the Scheduled Airline is not bonded nor the risk insured elsewhere.
- Insolvency. Where the Scheduled Airline enters into ‘insolvency winding up” as defined by Rule 4.151 of the Insolvency Rules 1986 or any statutory modification thereof or an equivalent formal insolvency process under any competent jurisdiction.
- Net Ascertained Financial Loss. The amount paid by the Insured Person for the purchased price of the Scheduled Airline Flight on the airline suffering insolvency or where insolvency occurs after the tip has commenced the sum equivalent to the purchased price of the unused tickets on the Scheduled Airline suffering insolvency
- Where the insurance was effected after the date of the first threat of insolvency.
- Recoveries and/or refund from credit cards and charge cards.
- As more fully defined in the Master Policy
GENERAL INFORMATION Please note that air fares are constantly changing and usually increasing. Very often there is little or no notice of these increases, but very rarely do increases apply to tickets already issued. It is therefore to your advantage to finalize payment as soon as you can after booking, and so reduce any risk of surcharge. Please remember your deposit only secures the reservations, not the price.
AIRLINE PASSENGER INFORMATION Please note that airlines are now required by laws introduced in the United States and other countries to give border control agencies access to passenger data. Accordingly any information that the airline holds about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country on your itinerary. E&OE Please note that the details shown are stated Errors & Omissions Excepted.
METHODS OF PAYMENT
PERSONAL & COMPANY CHEQUES to be made payable to TravelHouseUK. Please note we require ten working days for cheque clearance before tickets can be issued. Should insufficient time be available to allow this we can arrange special clearance with our bank at an additional cost of £15. We are unable to accept foreign currency cheques.
IF ANY CHEQUE IS RETURNED TO US BY OUR BANK UNPAID, A £15 CHARGE WILL BE LEVIED.
BANK & BUILDING SOCIETY DRAFTS will be accepted and treated as cash as long as they are received when the issuing office is open and We to verify the same, i.e. before 4pm on weekdays.
CREDIT CARDS are acceptable as a form of payment. TravelHouseUK accepts Visa, MasterCard, JCB, American Express and Diners Club. However, TravelHouseUK will levy a 3% surcharge on such payments, except for American Express and Diners Club Cards which will incur a 3% surcharge. If the card is in a name other than the traveler we will require written or faxed authorization from the card holder, including a photocopy of both sides of the card itself, before any tickets can be released.
DEBIT CARDS TravelHouseUK accepts Delta and Maestro Cards.
CASH Do not send cash to us through the post. Please quote your booking number and name every time you send a payment.