WITH WHOM YOU ARE BOOKING
Your contract is with TTSS Ltd, trading as Edwin Doran Sports Tours of registered office; Origin One, 108 High Street, Crawley, West Sussex, RH10 1BD and registered number 6695822. TTSS Limited is a member of the Travelopia Group of companies.
Please Note: Adequate and valid travel insurance is compulsory for all bookings made with TTSS Limited and it is a condition of us accepting your booking that you will have obtained adequate and valid travel insurance for your tour by the date of departure.
YOUR FINANCIAL SECURITY
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency.
We will provide you with financial protection for any ATOL protected air package or flight that you buy from us by way of our Air Travel Organiser’s Licence number 9992, administered by the Civil Aviation Authority (‘CAA’). When you buy an ATOL protected air package or flight 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 you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent 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. If we do fail, any money held at that time by the agent, or subsequently accepted from you 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.
When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on our behalf at all times. We will provide you with financial protection for any package holidays you buy from us that do not include travel by air by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com
If you book arrangements other than an ATOL protected flight or a package holiday, the financial protection referred to above does not apply. We are a Member of ABTA, membership number Y2475. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct.
Many of the flights and flight-inclusive holidays in this brochure are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed in this brochure. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
Details of a Travel Insurance Policy and contact details for the Insurance Broker offering this policy will be provided together with a Travel Insurance Application Form. If you wish to take advantage of this cover, it is your responsibility to forward the completed application form together with appropriate premiums directly to the Insurance Broker to whom all future correspondence must be directed and from whom you will receive the Insurance Policy and cover note.
WHAT DO I GET FOR MY MONEY?
The estimate you have received clearly states what is included and what additional costs are your responsibility. Further clarification of what you are receiving for your money can be obtained from us.
WILL MY PRICE INCREASE?
We reserve the right to alter the prices of any of the holidays that we quote you prior to a contract being formed. All estimates are subject to availability and you will be advised of the current price of the booking upon receipt of the booking form and when flights are confirmed. We reserve the right to alter the prices of any of the holidays that we quote you prior to a contract being formed. All estimates are subject to availability and you will be advised of the current price of the booking upon receipt of the booking form and when flights are confirmed. When you make a booking enquiry more than a year before the planned departure date, the price of the flights will be estimated and cannot be confirmed until the airline releases the flight availability, details and times, normally around 11 months prior to departure.
Once the airline has released the flight details you will receive an updated invoice that clearly sets out the updated price and if there has been any increase it will set out the reason. It is extremely unusual for airlines and other carriers to increase tariffs once details have been confirmed except in exceptional circumstances. If your tour requires a minimum number of participants in order to sustain a price, this will be clearly stated on our printed details. Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked.
However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will be entitled to cancel your holiday with a full refund of all monies paid with the exception of any monies paid to us in respect of insurance premiums and amendment charges.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, 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.
The UK government has announced their intention to replace Air Passenger Duty, which is payable by all passengers on flights departing from UK airports, with a new Emissions Tax, known as Aviation Duty. At this time we are not aware of the final details of the new Duty, and prices have therefore been calculated as if Air Passenger Duty continues to be in effect. In the event that our costs increase as a result of the change, we reserve the right to adjust the prices shown to reflect those changes in costs.
Billet accommodation is provided by host families free of charge, or for a nominal fee, to the organization that they are affiliated to and therefore we have no control over the local organization of your billets (homestay) accommodation; therefore neither we, nor our local agents, can be financially responsible for the failure to secure, the withdrawal of, or any alteration to billets associated with your booking.
This will include any experience failure, withdrawal or alteration, we will undertake to provide the most cost effective, suitable, alternative accommodation on a bed and breakfast basis at the time and pass the cost to you in full. Our Safety Management System outlines the H&S diligence that we are reasonably able to undertake with regard to this accommodation choice. We can advise you of sample accommodation and meal cost provisions that you may wish to consider at the time of booking. A copy of our homestay policy is available at the time of booking.
Where any policy issues difference arise due to the school or local education authorities making changes to their standards which has an effect on your requirements either prior to booking or once the tour has been confirmed and this, then results in a group not wishing to take up the homestay accommodation which we have sourced on our policy terms, any additional costs, such as for replacement accommodation and meals, will be passed on to the group, as per our booking terms and conditions
WHAT IF WE MAKE CHANGES?
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your group leader of them at the earliest possible date.
If we make a significant change to your holiday, e.g. alter your departure date by more than 12 hours, we will inform you or your group leader as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements and the contract between us will be varied to incorporate the change; or accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value); or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of Force Majeure (as defined below), or where an insufficient number of people have booked your chosen holiday, we may offer appropriate compensation.
COMPENSATION FOR CHANGES MADE BY TOUR OPERATOR
Before 56 days: Nil
55-29 days: £10
28-15 days: £20
14-0 days: £30
You should provide the dates of birth of your entire playing squad so that we can try to arrange matches with suitable opposition; however, we have no control over the final selection of the opposition both in terms of standard and ages. Ultimately, notwithstanding the very careful attention we give to the arrangement of fixtures, we cannot be held responsible for teams your opponents assemble against you. Should we be forced to change aspects of your tour due to the non-availability of suitable fixtures or venues or, for example, the revision of hosts' domestic arrangements which may entail alterations, we reserve the right to make such changes as we deem necessary. You will not be entitled to compensation where such changes are deemed to be minor. We are obliged to advise you of the carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows:
Air Canada Air France Air Malta
Air New Zealand
Air Pacific Air Transat American Airways BMI Baby
British Airways British Midland BWIA
Comair Delta Easyjet Emirates
Jet Airways Kenyan Airlines KLM
Kulula LAN Chile LIAT Lufthansa
Qatar Airways Royal Air Morroc Ryanair
South African Airways
South West Airlines Sri Lankan Airlines Swiss Air
Thomson US Airways Virgin Blue Virgin
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.
‘Force Majeure’ means (without restriction) any event which we could not, even with all due care, foresee or avoid. Force Majeure covers events such as, but not limited to, war or threat of war, riot, civil strife, terrorist activity, industrial dispute, disease, industrial or nuclear disaster, adverse weather conditions, fire and all similar events beyond our control. In the case of Force Majeure we will not accept liability, and reserve the right to change and cancel bookings.
WHAT IF WE CANCEL YOUR TOUR?
Our agreement with you is that we have one month in which to decide whether we accept your tour or return your moneys to you on return of the booking form. We reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 4 weeks before your departure date, except for reasons of Force Majeure or failure by you to pay the final balance. If we cancel your booking, we will offer you alternative arrangements, and if the price of your alternative booking is of lower value than the original booking we will refund the difference to you. If you do not accept alternative arrangements we will refund all payments you have made to us. We will also offer compensation if appropriate, however, we will not offer compensation if we have to cancel or change your travel arrangements in any way because of Force Majeure or where the minimum numbers to operate the departure has not been obtained.
OUR RESPONSIBILITY TO YOU
We are responsible to you for the proper performance of our obligations under the contract whether those obligations are provided directly by us, or by third-party service providers engaged by us and acting within the proper course of their employment and we will provide these services with reasonable skill and care. We are liable to you for any damage caused to you by our failure to perform the contract or by our improper performance of the contract, unless that failure is:
a) attributable to you;
b) attributable to a third party unconnected with the provision of services to you;
c) due to unusual and unforeseeable circumstances beyond our control that could not have been avoided even if all due care had been taken;
d) due to an event which even with all due care we could not foresee or forestall.
We will not accept responsibility or liability for any passenger who contravenes any law or regulation of any country visited. Where we are found liable for damages for failing to carry out the contract, the maximum amount of such damages for compensation and loss of enjoyment shall, except in cases involving death, injuryor illness, be limited to three times the basic trip price shown on the invoice. Where the damages relate to the provision of transport by air, sea or rail, or hotel accommodation, any compensation payable will be further limited by the EU Charter of Passengers Rights for air travel, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail, and the Paris Convention in respect of hotel accommodation, or any such statute or regulation as may from time to time amend or supersede any of the above. Copies of the conditions of carriage and any conventions that may apply are available on request. Any independent arrangements that you make that are not part of the package tour provided by us are entirely at your own risk and your contract will be with the operator of the excursion or tour and not with us. Should you or any member of your party by misadventure suffer illness, injury or death during the period of your holiday from an activity which does not form part of the arrangements made by us or an excursion purchased through us, we shall at our absolute discretion give you every assistance including advice, guidance and financial assistance to cover initial legal costs for legal action against a third party where appropriate, up to a limit of £5,000 cost to ourselves per booking form provided such assistance is requested within 90 days of the misadventure. In the event of there being a successful claim for costs against a third party or a suitable insurance policy or policies being in force, the Company is entitled to recoup from you the costs actually incurred by us in giving this assistance.
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us.
It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Advanced Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as ‘E-Borders’. The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure. For Thomson Airways flights you can do this by accessing http://eapi.thomson.co.uk
or by calling 0844 871 1597. You will need your booking reference number, lead name’s surname and date of departure to access the website
Dates, itineraries, supplier facilities and prices for trips in this brochure and on our website are correct at time of publication. However, we reserve the right to make changes at any time. Dates, itineraries, supplier facilities and prices in this brochure supersede details published in any previous brochure. Before you make a booking we will give you the up-to-date price of your chosen tour, including the cost of any supplements, upgrades or additional facilities which you have requested.
If you booked your holiday in any jurisdiction other than in Scotland or Northern Ireland (including any booking via the Internet), this contract, and any claim or dispute arising from or related to this contract will be governed by English law and the courts of England and Wales shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Scotland, this contract, and any claim or dispute arising from or related to this contract, will be governed by Scottish law and the courts of Scotland shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Northern Ireland, this Agreement, and any claim or dispute arising from or related to this contract, will be governed by Northern Irish law and the courts of Northern Ireland shall have exclusive jurisdiction over any claim arising out of it.
HOW TO BOOK & PAY FOR YOUR TOUR
Once you have decided which tour you want you should complete the Booking Form and send it to us together with the required deposit
European Coach Tours: £75
European Air Tours: £150
(If flight costs have to be paid in full on booking, then more may be required at the outset) Long Haul Tours: £250 initial deposit followed by a second interim deposit of £250.
The due date for the second interim deposit will be made known to you at the time of booking and is generally 2 to 4 months after the first deposit has been received depending upon how close to departure you pay your first deposit. There are also occasions when an additional payment may be recommended in order to avoid fuel surcharges on flight bookings. This will be communicated to you as, when and if applicable.
You will receive your final invoice 14 weeks prior to departure and the balance is due within 2 weeks of receiving the invoice. Please ensure your accounts department and parents are aware of these deadlines as late payment penalties may be applied. The amount will be credited to your account. When you book travel arrangements with us, our contract with you takes effect when you receive our written confirmation of your booking. With two or more people, the person making the booking and signing the booking form, or otherwise contracting with us, accepts responsibility for all payments to us for all members of the party and for the proper conduct of himself/herself and the party on tour. If you are booking within 12 weeks of departure, you must pay the full amount at the time of booking. If you book earlier and send a deposit, then we must receive full payment at least 12 weeks before your departure date. If you do not pay within 12 weeks then we reserve the right to charge £50 per booking and your tour may be cancelled and cancellation charges will be due. We reserve the right to levy this fee every three days after the agreed due date until payment is received.
WHAT IF YOU CHANGE OR CANCEL A BOOKING
If you change your booking you must confirm in writing the alterations you require. We have no obligation to make any changes, but we will do our best to help you. We reserve the right to charge an administration fee of £50 per name change if advised more than 42 days before departure or £75 if within 42 days of departure. Any other changes that you make to your booking will incur an administration fee of £50 per change. The administration fee that we charge is in addition to any charges levied by ground operators, hotels or airlines. If you are booked on a group tour, you obtain the advantages of travelling as part of that group and you will be expected to travel outbound and inbound with the group, however, we may be able to offer some flexibility subject to availability. To cover the extra administration incurred, we will levy a charge of £50 per individual request together with additional airfares or charges levied on us by the airlines and other suppliers of services. It should also be noted that a reduction or increase in the numbers traveling in the group from those originally booked, may have an effect on the overall price per person i.e. your price per person may be increased as your tour price will be re-calculated for the new party size. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your tour. If you are prevented from travelling on the tour, you may transfer your booking to another person provided they meet all the requirements relating to that holiday. A transfer from one person to another is also dependent on the availability of tickets; permits and other travel arrangement, as some of these are regulated by local law and are not transferable from one person to another. A transfer fee of £50 is payable, and additional costs such as airline tickets may also be payable. Both the person who was originally to take the tour and the person who actually takes it will be responsible for the payment of the amendment charges and any outstanding balance due in respect of the holiday price and you will also be responsible for any additional costs that are incurred as a reason of substitution or transfer. Your price may vary if the contents of the tour change from the original, e.g. the numbers travelling, number of nights hotel accommodation etc. No later than 13 weeks before departure, we will ask the Tour Manager to confirm the final numbers and your tour will be re-costed based upon the information provided. If you cancel your booking, land and air cancellation fees apply. Notification of cancellation must be made to us by letter or email. The date when written confirmation of cancellation is received by us will determine the charges applicable. Cancellation charges will be calculated as set out in the table below and will be notified to you by invoice within 2 weeks of cancellation.
Period before scheduled departure date written notification is received by us
Cancellation charges (including the deposit paid) as a percentage of the total price
More than 56 days
Deposit and all interim payments plus any non refundable flight costs
75% of the price
100% of the price
If one or more members of your party cancel, this may mean that the holiday price of the remaining members may be increased to reflect this.
YOUR TICKET'S CONDITIONS
When you travel in the air or on water, the carrier's Conditions of Carriage will apply to your journey. For international journeys, these Conditions are often the subject of Conventions between countries. Copies of the conditions of carriage and any conventions that may apply are available on request.
If you have a complaint on tour, you should immediately register this complaint with the appropriate local agent/supplier and confirm it in writing to that supplier with a copy sent to us. They will do their best to resolve the problem to your satisfaction on the spot. On your return to the UK, if you wish to pursue your complaint, we will require full details of your complaint in writing together with a copy of any reports written to suppliers. This must be sent to our office in Kingston within 35 days of your return. The sooner you contact us, the quicker we can action your complaint. We can usually sort out any complaints you may have. But if we cannot agree, you can use the Arbitration Scheme devised for the travel industry by ABTA and administered independently, providing the dispute fits within the rules of the scheme. This is a simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person, but can send documents to explain your complaint. Details and application forms are available from ABTA, 30 Park Street, London, SE1 9EQ
Our 24 hour emergency number is always available to you in case you need it.
BEHAVIOUR AND INDEMNITY
We reserve the right in our absolute discretion to terminate, without notice, the travel arrangements of any group whose behavior is such that it is likely in our opinion or in the opinion of the airline pilot, bus driver, hotelier, accommodation owner, manager or any other person in authority to cause distress, damage, danger or annoyance to other customers, employees or to any other third party. You understand that we shall be under no liability to pay any refund or compensation to or costs incurred by, any person whose behavior is thus unacceptable. You also agree to indemnify us fully against any claim (including legal costs) made against us by or on behalf of the owners of such accommodation or the operator of such flight or other means of transportation, on behalf of the owners of such accommodation or the operator of such flight or other means of transportation.
We go to great lengths to ensure the reliability and success of every fixture we arrange. While we take every possible step to prevent tour fixtures suffering last minute cancellations, in a very small minority of cases, this can happen. Unless a cancelled fixture is the only fixture of a one-fixture tour and has been cancelled for other reasons than force majeure, we cannot be held responsible for this and it will be considered a minor change. Cancellation of the only fixture on a one fixture tour for reasons other than force majeure will be considered a significant change.
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. When travelling to the US you must have the correct passport to travel on the Visa Waiver Programme or have obtained the correct visa, valid for your stay. If you are travelling to the USA after 1st September 2008, the US authorities have introduced a requirement for passengers travelling under the Visa Waiver Programme to register for Electronic Travel Authority. For additional specifics about the VWP please consult the VWP information on the U.S. Embassy London website. At the time of going to press in 10 January 2010 there were no mandatory vaccination requirements for travellers from the UK to destinations featured in our portfolio. Please note that the cost of any immunisation treatment is not, in any case, included in the cost of the holiday. The person signing the Booking Form is entirely responsible for passing any health requirement information to other party members. While we will endeavour to reconfirm any new health requirements at the time of booking, it is your responsibility to check with your doctor at least two months prior to travel for the latest requirements, recommendations and any costs.
OUR DATA PROTECTION COMMITMENT
TTSS Ltd. is part of the Travelopia group of companies (https://www.travelopia.com/). Here at Edwin Doran we understand the concerns about how data may be stored, sent and used by companies. We are committed to complying with all data protection laws and want you to feel confident in the measures we are taking to uphold your data privacy rights.
WHAT INFORMATION MIGHT WE COLLECT ABOUT YOU?
We do our best to keep the information we collect about you to the minimum necessary.
The information we collect depends upon how you are interacting with us. For example, if you’re booking a holiday or tour with us we are likely to ask for more information than if you’re only requesting a brochure or browsing our website. We may collect, use, store and transfer different kinds of personal information about you, which we have summarised in the box below.
Details about you: Your first and last name, marital status, title, gender, e-mail address, telephone number, date of birth, loyalty membership details, your reasons for travel, meal and other travel preferences or dietary requirements.
Payment details: Details about payments to and from you and other details of products and services you have purchased from us. Your bank details only in the event of making a refund to you. This information is deleted immediately after any transaction.
Identification documents: If you are travelling on a route requiring advance passenger information, your passport or identity card details including your passport number, the country in which your passport was issued and the expiry date.
Details about your booking with us: Details such as where you are flying from and to, your booking information (including anyone else on the booking), any onward travel details if relevant, details of experiences or excursions booked through us, baggage requirements, upgrade information, lounge visits, seat preferences, meal preferences or requirements, details of any special assistances required and any other relevant information so that we can provide you with the travel or other service you have arranged with us.
Details from your interactions with us: Information about interactions or conversations with us and our staff, including when you make enquiries, comments, complaints or submit feedback to us. This could also include username and password and your interests, marketing preferences and survey responses.
Your use of our systems and services: This includes how you use our sites, social media pages, IP addresses and information you may post on social media.
Job applications: If you apply for a job with us, your CV, work history, educational details and the role you are applying for.
Special types of data: In some circumstances we may need to collect information from you that is deemed sensitive. For example, we might collect:
- Data about your health. Knowing your dietary requirements and any medical conditions you have will ensure that the trip is suitable for you and any necessary adjustments are made.
- Information about your religion (for example if you specify a meal preference that indicates a particular religion, such as a kosher or halal meal).
We try to limit any sensitive personal data we collect to the minimum possible. Unless we have a specific lawful reason to use this information, we will ask for your consent to collect it.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
HOW DO WE COLLECT YOUR INFORMATION AND WHY?
Depending upon your interactions with us, we might collect information in the following ways:
Direct Interactions: You may give us your identity, contact and financial data by filling in forms or by corresponding with us by post, phone and email or otherwise, This includes personal data you provided when you:
- book or search for a holiday or other service (such as a flight, cruise, hotel lounge access, transportation or special assistance) via one of our websites, any apps we use, retail stores, our call centre;
- fill in part of the booking information on our site but do not complete the booking;
- request a brochure, sign up to receive email updates, participate in any of our competitions, promotions (for example via any social media channels, email or our site), surveys or market research;
- create an account on our website and enter information onto online forms;
- provide us with information about an accident, illness or incident that occurred or some other feedback;
- apply for a job with us by email or via the site;
- contact us via our offices, social media, post, email or instant messenger. Our interactions with you may be recorded and monitored for the purposes of improving customer service, quality assurance, training, security and general business purposes; or
- attend any of our events.
Automated technologies or interactions
Third parties or publicly available sources
We may receive personal data about you from various third parties as set out below:
- airlines, hotel providers or other parties we work with if you make a complaint to them;
- analytics providers
WHAT DO WE USE YOUR INFORMATION FOR?
Under data protection laws we are allowed to use personal information only if we have a proper reason to do so such as:
- to fulfil a contract we have with you or;
- when it is our legal duty or;
- when it is in our legitimate interest (or those of a third party) and your interests and fundamental rights do not override those interested or
- when you consent to it
Generally we do not rely upon consent as a legal basis for processing your personal data other than in relation to sending our own or third party direct marketing communications to you via e-mail or text message. You have the right to withdraw consent to marketing at any time by contacting us.
We have set out below a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.
- To manage your booking with us. We will use your information to provide you with any travel or event services that you request or purchase. This entails booking your flights, accommodations, organising tours, transportation and car hire and providing you with your tickets (on the basis of performing our contract with you) and providing you with any special assistance you require (where you give us your consent).
- To contact you with information about your bookings and support services: We will use your contact details to send you communications which relate to your booking or services you have requested. The types of information usually included would be: e-mails responding to enquiries, providing you with tickets, alerting you to changes in itineraries or responding to any complaints you have. We do these things in order to fulfil our contract with you and on the basis of our legitimate business interest of providing you with customer service.
- To provide assistance with online bookings. We may collect information when you enter it into forms on our websites but do not complete your booking. We do so in order to offer assistance in case you are experiencing difficulties using our websites.
- To enable you to partake in a prize draw, competition or complete a survey: We do this to perform our contract with you or for our legitimate events of studying how customers use our services, develop them and grow our business.
- To send you marketing communications. We will use your information to contact you in order to keep you up to date with the latest news, offers, events, sales, brochures, promotions and competitions that we consider may be of interest or relevant to you. We will usually only do this when we have your consent to do so or on the basis of our legitimate interest to provide you with customer service. Please see the Marketing section below for more information.
- To personalise your customer experience and improve our service. We use your information to provide you with a more personalised service. This might include personalising the communications we send to you with preferences, sending you only with advertising that we think you might like and/or enhancing your holiday experience (on the basis of our legitimate interests to present you with the right kinds of products and services). We may also record and/or monitor calls in order to improve our customer service.
- To ensure security and protect our business interests. In certain circumstances, we use your information to ensure the security of our services, buildings, and people, including to protect against, investigate and deter fraud, unauthorised or illegal activities, systems testing, maintenance and development (on the basis of our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so);
- To process your job applications. We will use your information to process any job applications that you submit to us, whether directly or via an agent or recruiter (speculatively or in response to any ad) (on the basis of our legitimate interest to recruit new employees or contractors);
- To optimise our sites. If you use our sites, we will use your information to ensure that the content from our websites are presented in an effective manner for you and your device, to provide you with access to our sites in a manner that is effective, convenient and optimal, and to provide you with content that is relevant to you, using site analytics and research and in certain circumstances combining that with other information we know about you (on the basis of our legitimate interests to operate and present an effective and convenient website to our website users);
- To use data analytics to improve our website, products/services, marketing, customer relationships and experiences. This is necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
- To conduct research. We use your information to carry out aggregated and anonymised research about general engagement with our services and systems, or if you choose to participate in customer surveys, consumer focus groups and research (on the basis of our legitimate interests to improve our products, services and customer service); and
- To comply with our legal obligations. In certain circumstances, we will need to use your information to comply with our legal obligations, for example to comply with any court orders or subpoenas (on the basis of our legitimate interests to comply with a legal obligation).
WHAT ABOUT OUR MARKETING PRACTICES?
When we will get in touch with you
One of the other reasons we sometimes collect your information is so that we can form a view on what we think you may want or need, or what may be of interest to you. With this information we decide which products, services and offers may be relevant for you and what marketing you may be interested in.
We keep you up to date with our latest offers, partnerships, sales, promotions, competitions (or those of our partners such as other members of the Travelopia group) that we think might be of interest/relevance to you.
We will only contact you in this way if:
- You have signed up to receive marketing communications from us or one of the other Travelopia companies and have not later told us that you don’t want to hear from us.
- You have made a booking with us and have not told us that you do not want to hear from us.
What if you don’t want to receive marketing?
We never want to send our marketing to someone who isn’t interested in receiving this content. If you have decided that you no longer wish to hear from us, you can unsubscribe from marketing by clicking on the ‘unsubscribe’ link included in all of our e-mails or by contacting us.
Third parties and marketing
We do not pass your information to other parties for marketing purposes unless you agree to us doing so. We will get your express opt-in consent before we share your personal data with any company outside the Travelopia group of companies for marketing purposes.
Sometimes we may use 3rd parties to send the communication to you on our behalf. We use a third-party provider, Dotmailer, to deliver our brochures/monthly e-newsletters. However, these companies do not have the right to send marketing to you for their own purposes.
The marketing material we send to you we may occasionally also include information about selected business partners who provide services closely related to our own product.
WHEN DO WE SHARE YOUR PERSONAL DATA?
In order to provide you with the services and on the lawful grounds described above, we may share your personal information with third parties such as:
- Third party suppliers we work with to provide your booking and our other services to you. We may share your information with parties such as travel agents, booking agents, airlines, hotels, tour operators, transport companies, excursion providers, airport authorities, insurance companies, car hire companies, ground handling agencies, and cruise companies.
- Other suppliers that we work with in connection with our business. We share your information with third party suppliers that we use to provide services in connection with the experiences we offer to you. This might include marketing agencies and/or companies that run our marketing campaigns, IT developers, service providers and hosting providers, third parties that manage promotions or competitions, third party software companies ground agents, site analytics providers, medical service providers and credit card screening companies;
- Airports, immigration / border control and/or other government authorities. Sometimes we have to provide ‘Advance Passenger Information’ about you to border or immigration authorities of the country of your travel destination. This would usually be the basic information contained in your passport but the laws of certain countries may require additional information. We will provide this information when we are required to do so.
- Third parties/other Travelopia companies for marketing. We share your information with any third party that you consent to our sharing your information with for marketing purposes;
- Credit references and fraud prevention agencies.
- Courts or advisors. We may have to share your information with other third parties (such as legal, accountants or other advisors, regulatory authorities, courts and government agencies) to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or where such disclosure may be permitted or required by law; and
- Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
WHEN DO WE SEND YOUR DATA OUTSIDE THE EEA?
We will only send your data outside the European Economic Area (“EEA”) to:
- follow your instructions
- comply with a legal duty
- work with our suppliers and third parties who we use to help deliver our services
Some of our external third parties are based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA. If we do transfer information to parties outside of the EEA, we will make sure that it is given a similar degree of protection.
YOUR PERSONAL DATA RIGHTS
What are your rights?
We want you to feel reassured that you have control of your personal information. With this in mind, we have explained below the rights you have in relation to the personal information we hold about you:
- The right to ask us to correct any information you believe is incorrect.
- The right to ask us to not to use your information for marketing purposes.
- The right to receive a copy of the personal data we hold about you or to request that we transfer this to another service provider.
- In certain circumstances, the right to ask us to stop using information about you.
- The right to ask us to limit or cease processing or erase information we hold about you in certain circumstances.
- The right to withdraw consent that you have provided to us to use your personal information.
How can you exercise your rights?
You can exercise these rights over your data by contacting us or by checking the applicable boxes on forms where we collect your information or to tell us that you don’t want to participate in marketing. You can also unsubscribe from any marketing circulation lists you are on by scrolling to the bottom of the e-mail and clicking the ‘unsubscribe’ link.
We will comply with your requests, unless we have a lawful reason not to do so. We may need you to provide additional details to confirm your identity in order to process your request.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
HOW LONG DO WE KEEP YOUR DATA FOR?
We will only keep your personal data for as long as necessary to fulfil the purpose we collected it for, including for the purpose of satisfying any legal accounting or reporting requirements.
We operate a data retention policy and look to find ways to reduce the amount of information we hold and the length of time we hold it for.
By law we have to keep basic information about bookings and our customers for six years for legal claims and tax purposes.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
HOW TO CONTACT US
If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us in writing to the following address:
108 High Street
Please contact us in the first instance if you have any concerns. If we are unable to resolve your concern, you have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk) or the relevant data protection authority where you live.
OTHER PRIVACY INFORMATION
Change of Purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Outside the European Economic Area (EEA), data protection controls may not be as strong as the legal requirements in this country.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
- Customer Data: To provide your holiday and ensure that it runs smoothly, we (and your travel agent, if you use one) need to use information such as your name and address, special needs, dietary requirements, etc. Please be informed that we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies; we may also supply it to security or credit checking companies, and to public authorities such as customs and immigration. When you make this booking, you consent to this information being passed to the relevant people. Information held by your travel agent is subject to that company’s own data protection policy.
- Caricom API Data: Please note that some or all of the Caricom states listed below have entered into an agreement with the USA whereby advance passenger data, required by and provided to Caricom states for border security purposes, will be passed to the USA Department for Homeland Security for processing on behalf of those Caricom states listed as follows: Anguilla, Antigua and Barbuda, The Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Cayman Islands, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saint Lucia, St Kitts and Nevis, St Vincent and the Grenadines, Surinam, Trinidad and Tobago, Turks and Caicos Islands. Collectively members or associate members of ‘Caricom’. The UK Information Commissioner’s Office has accepted that this will not breach the Data Protection Act but that we are required to bring this to your attention.
- US Secure flight Data: The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA Web site at www.tsa.gov.
To ensure that we carry out your instructions accurately, improve our service and for security and fraud, we may review, monitor and/or record: (1) telephone calls; (2) activities using CCTV in and around our premises; (3) transactions and activities at all points of contact; and (4) web, social media and app traffic, activities, etc. All recordings and derivative materials are and shall remain our sole property.
We have taken all reasonable steps and have in place appropriate security measures to protect your information.
AIR TRAVEL CONDITIONS OF CARRIAGE
You must comply with the conditions of carriage applied by land, sea and air carriers. The provisions of the Montréal Convention concerning the carriage of passengers and their luggage by air, and the airlines’ conditions of carriage, may apply to you and your party during your flight, and during boarding and disembarkation. These provisions and conditions may limit or exclude liability for death or personal injury, or the loss of or damage to luggage, and may make special provisions for valuables. We will supply a copy of the conditions of carriage applicable to your holiday, and the Montreal Convention, if you request them.
Air carrier liability for passengers and their baggage. This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention. Compensation in the case of death or injury. There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £80,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments. If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16000 SDRs (approximately £13,000). Passenger delays. In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximately £3,300). Baggage delays. In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximately £800).
Destruction, loss or damage to baggage. The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £800) In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage. A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage. If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible.
In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. Liability of contracting and actual carriers. If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action. Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information. The basis for the rules described above is the Montréal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of the Member States.”
Please check your airline tickets for details of your standard luggage allowance.
EU Airline Blacklist: In accordance with EU directive (EC) no. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available at http://air-ban.europa.eu/
CHANGES TO THIS POLICY
Any changes to this Policy will be either posted on our website, brochure and/or made available on request.