Booking & offer T&Cs

As a Personal Travel Agent I’ve been in the Travel Industry for many years, and I know the events of the past year have brought uncertain times especially when it comes to booking a holiday. There has never been a more perfect time to book your next holiday with your own Personal Travel Agent by your side. My Personal Travel Agent promise will help give you the confidence and reassurance when it comes to booking your next trip.

Many of my customers would agree, when you come to me with your holiday enquiry, I treat it as if it was my own. Not forgetting that you also get all my additional Personal Travel Agent services at no extra cost. From looking at carefully selected hotels, finding that hidden gem you would never find online, to working towards your ideal price range no matter how big or small. It’s all part of the parcel with me by your side.

As a Personal Travel Agent I’m also able to help anyone whose received their refund back from their cancelled holiday booked elsewhere. I’m can rebook you on your dream holiday using my years of travel expertise, knowledge and ability to book with hundreds of tour operators. It’s time to book the holiday you’ve been waiting for!

As an independent Personal Travel Agent I can book with over 200 tour operators, many of which you know and may have even seen on TV. I also have my hidden gems which you won’t find online,
and with my little black book of personal contacts I’ll make sure your holiday is just right for you.

Living in these uncertain times can mean that your holiday might not go ahead as planned. As a Personal Travel Agent I work with many tour operators who can often offer flexibility with your holiday when changes or cancellations are unavoidable. This will vary by supplier and I can talk you through this at the time of booking. What you will get however, is me by your side, working to rearrange your holiday plans so you can still have that dream escape.

Unlike when you’re booking online, you’re dealing with a real human who will look after you and your booking. I get to know your likes, dislikes and most importantly how I can create a trip that has memories to last a lifetime. I use my expert knowledge, years of travel experience and personal contacts to make sure that I take care of you from the moment you send your enquiry, right through to your return home when you’re looking at your holiday pictures and reliving the memories.

In these uncertain times, you want to make sure your money is secure and that you’re booking with a reputable Travel Agent. As a Personal Travel Agent, I book Package Holidays which are financially protected through ABTA or ATOL, giving you peace of mind. I also run my business in partnership with your Coop which is part of the trusted household brand. You can relax and book in confidence when you book your holiday direct with me.

As a Personal Travel Agent I’m only a phone call away and around at a time to suit you. Whether that’s talking through your holiday options once the kids are in bed or speaking to you on the phone after you’ve logged off from work. It all comes as part of the parcel of being a homebased Personal Travel Agent, and gives you the flexibility to contact me when the Highstreet is closed and more importantly when it’s convenient for you. If you're looking to speak to me about your next holiday or would like to hear more about the different types of holidays I can book for you, contact me today by clicking on the 'Contact Me' tab on the top of my website. 

THESE TERMS APPLY FOR NEW BOOKINGS FROM 1 JULY 2018. FOR EARLIER BOOKINGS THE TERMS PROVIDED AT THE TIME OF BOOKING WILL CONTINUE TO APPLY.

Except where otherwise specified, we The Midcounties Co-operative Limited act only as an agent or sub-agent in respect of all bookings we take and/or make on your behalf.

These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday with one company or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the supplier(s) or for the services provided by them. The supplier’s (s’) Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them. We may organise our own packages as agent for the various travel service suppliers. In that case these Terms should be read in conjunction with our Package Holiday Booking Conditions and the Terms and Conditions of the travel service suppliers. Our Agency Terms are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so. All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.

1. Booking and Payment When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party these booking conditions. In order to confirm your chosen arrangements, you must pay a deposit as required by the supplier of the arrangements in question (or full payment if requested at the time of booking). You must also pay all applicable insurance premiums and booking fees. Your booking is confirmed and a contract between you and the supplier will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. Any changes to the details will incur a charge determined by the supplier(s) booking conditions. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Full details of our data protection policy are available upon request.

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. If you have paid a ‘low deposit’ the balance of the full deposit must be paid by the due date notified to you and then the full balance as that becomes due. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

2.  Accuracy of Prices We reserve the right to amend advertised prices at any time.  We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen arrangements at the time of booking.

3. Insurance Many suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.

4. Special requests If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not.

5. Changes and Cancellations By you Any cancellation or amendment request must be made by the lead name and sent to us in writing, by email or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt, therefore you are advised to also confirm all changes by telephone. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements. The supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as100% of the cost of the travel arrangements and will normally increase closer to the date of departure). In addition we may charge an administration fee of £25 per person.

Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most 'no frills' airlines have cancellation charges of 100% from time of booking.
By the Supplier 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.

6. Our responsibility for your booking Your contract is with the supplier and its booking conditions apply. 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. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). 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.

7. Financial Protection. All the package holidays we sell, including those that we might organise for you, come with protection for your money. If you buy a single travel service then this might not apply. If we sell you a Tour Operators Package we may also sell you a separate travel service from anther supplier. As a Package is not a travel service in itself, the Tour Operator will be responsible entirely for the Package as the Organiser. Any other sale would not create a new package or make us an Organiser according the Package Travel and Linked Travel Arrangements Regulations. Package holidays are protected by the package organiser and we will provide you with their confirmation. 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.

A)      WHEN WE SELL FACE TO FACE. If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, we will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.

B)      WHEN BOOKING ONLINE. If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, our company will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.

C)      WHEN WE SEND LINKS TO OTHER WEBSITES. If you book additional travel services for your trip or holiday via this link/these links, you will NOT benefit from rights applying to packages under the Package Travel Regulations. Therefore, our company will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.

However, if you book any additional travel services A) during the same visit to or contact with our company, B) during the same visit to our company’s booking website, or C) via links we provide not later than 24 hours after receiving the confirmation of the booking from our company, the travel services will become part of a linked travel arrangement. In that case we have, as required by the Package Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments to us for services not performed because of our insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.

We have taken out insolvency protection with ABTA – The Travel Association. You can contact ABTA at 30 Park Street, London, SE1 9EQ; claims@abta.co.uk; 0203 758 8779) if services are denied because of our insolvency.

Note: This insolvency protection does not cover contracts with parties other than with us, which can be performed despite our insolvency.

A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made

8. Passport, visa and health requirements. We can provide general information about the passport and visa requirements for your trip. 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. Neither we nor the supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances in good time before your departure..

9. Accommodation Ratings, Standards and Information. All ratings are as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given. All descriptions and content on our website or otherwise issued by us is done so on behalf of the supplier(s) in question are intended to present a general idea of the services provided by the supplier(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.

10. Complaints Because the contract for your arrangements is between you and the supplier, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their agent immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to us. You will see our name and contact details in any confirmation documents we send you. If the matter cannot be resolved and it involves us or another ABTA member then you have the option to use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute. See clause 13 and www.abta.com

11. Final Travel Arrangements Please ensure that all your travel, passport, visa and insurance documents are in order and where applicable you arrive in plenty of time for checking in at the port or airport. For flights it may be necessary to reconfirm your flight with the airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

12. Delivery of Documents All documents (e.g. invoices/tickets/Insurance policies) that require to be posted will usually be sent to you via Royal Mail. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.

13. ABTA We are a member of ABTA, membership number G9172. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/ This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

Updated July 2019

YOUR PACKAGE HOLIDAY BOOKING IS WITH THE MIDCOUNTIES CO-OPERATIVE LIMITED.
FOR BOOKINGS MADE ON OR AFTER 3 AUGUST 2020. FOR BOOKINGS MADE PRIOR TO THIS THE PACKAGE TERMS PROVIDED AT THE TIME OF BOOKING WILL CONTINUE TO APPLY. 

Your holiday contract
1. Our Details
2. Your Holiday Booking
3. Paying For Your Holiday
4. If You Cancel Your Holiday
5. If You Change Your Booking
6. If We Cancel Your Booking
7. If We Change Your Booking
8. Other Information, Requests & Special Assistance
9. Our Liability to You
10. Protecting Your Money
11. ABTA
12. Complaints
13. Additional Assistance
14. Passport, Visa and Immigration Requirements
15. Health & Safety Abroad
16. Excursions
17. Travel Agents
18. Behaviour
19. Cruise Bookings
20. Law and Jurisdiction
 
21. Disclosed Agency Status

1. Our Details

We are registered in England as a Co-operative and Community Benefit Society under no. 19025R, with registered office at Co-operative House, Warwick Technology Park, Warwick, CV34 6DA, Tel: 01922 277212,email: cooptraveladmin@cooptravel.co.uk.

2. Your Holiday Booking

A booking will exist as soon as we issue our confirmation invoice. This booking is made on the terms of these booking conditions. When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions.

3. Paying For Your Holiday

The price of your travel arrangements has been calculated in £GBP. When you make your booking you must pay a deposit which will be determined based on the specific arrangements. The balance of the price of your travel arrangements must be paid at least 14 weeks before your departure date and at least 17 weeks for bookings which involve a River or Sea Cruise. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. SPECIAL NOTE: Some bookings will have different terms applied based around the content of the package being created and may include a different balance due date and more restrictive cancellation terms, your agent will bring this to your attention before a booking is confirmed if this applies.

4. If You Cancel Your Holiday

You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below):

 Period before departure in which you notify us
Cancellation charge
More than 98 days
Deposit only
57-98 days
30% of holiday cost*
42-56 days
50% of holiday cost*
22-41 days
75% of holiday cost*
15-21 days
90% of holiday cost*
14 days or less
100% of holiday cost*
 *Where the deposit is greater than the % in the table the higher value will be charged. If a ‘low deposit’ has been collected at the booking stage the balance of the full deposit will become due.

Note: If the reason for your cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.

You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign & Commonwealth Office.

5. If You Change Your Booking

If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or your travel agent. Where we can make a change, we will charge for any cost we incur in making the alteration which could include price increases, additional services and facilities, supplier administration fees and any cancellation charges applied to your original booking. You should be aware that these costs could increase the closer to the departure date that changes are made, and you should contact us as soon as possible should you need to make a change. Certain charges may need to be collected at the time of the change and cannot be refunded in the event of cancellation equally any cancellation charges prevalent at the time of change will still be charged in the event of a future cancellation, these will be defined as Non Refundable Administration Fees.

You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur in making the transfer.

We reserve the right to charge our own service or administration fee of £25 for any change in addition to those listed, if we do charge a fee, we will advise you of this at the time of requesting a change and this fee will form part of the aforementioned Non Refundable Administration Fees.

Note: A change to the airline providing your flights and in some cases a change of hotel may involve a cancellation of one booking with 100% charges and a payment for a new booking. This will be explained during any discussion to make a change and will impact on the charges incurred in making any alteration to your booking. The airline and accommodation provider terms and conditions relating to changes will apply.

6. If We Cancel Your Booking

We reserve the right to cancel your booking. We will not cancel less than 14 weeks before your departure date, except for unavoidable and extraordinary circumstances, or failure by you to pay the final balance. Unavoidable and extraordinary circumstances means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value). Non Refundable Administration Fees that have been charged would not form part of the package price and would not be refunded.

In the event a refund is paid to you, we will:

provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 
pay compensation as detailed below except where the cancellation is due to unavoidable and extraordinary circumstances (see definition above).                 
 Period before departure in which we notify you 
 Amount you will receive from us
 More than 56 days   
 £0
 43-56 days
 £10
 29-42 days
 £20
 8-28 days
 £25
 7 days or less   
 £30
This does not exclude you from claiming more if you are entitled to do so.

7. If We Change Your Booking

(a) Changes to the price

 We can change your holiday price after you’ve booked, only in certain circumstances:

Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 20 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. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. 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.

(b) Changes other than the price

It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant 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 or higher standard, changes of carriers.

If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below.

We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be cancelled. You may also decide to cancel and rebook a new different holiday and we will transfer the payment to the new booking.
 

If you choose to accept a refund:
we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy. 
we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure in which we notify you  
Amount you will receive from us
More than 56 days    
£0
43-56 days    
£10
29-42 days  
£20
8-28 days    
£25
7 days or less
£30
8. Other Information, Requests & Special Assistance

It is your responsibility to arrive in good time to board all flights or other methods of transportation. If you miss a flight or other transportation we will try to arrange alternative transportation, but reserve the right to recover from you any costs we incur.

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not.

Adequate travel insurance is vital and you should be satisfied that your insurance fully covers all your personal requirements including cancellation charges, medical expenses and repatriation in the event of accident of illness.

We are not a specialist limited mobility holiday company, but we will do our utmost to cater for any special. If you or any member of your party has any medical problem or disability which may affect your arrangements, please provide us with full details by completing the Special Assistance Form before booking so that we can try to advise you as to the suitability of your chosen arrangements.  It is your responsibility to provide full and accurate details on any special assistance you may require. We may ask you to produce a doctor’s certificate certifying that you are fit to participate in your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

9. Our Liability to You

You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to

a) The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and

b) Any relevant international convention, for example 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 the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions. 

You can ask for copies of the travel service contractual terms, or the international conventions, from cooptraveladmin@cooptravel.co.uk. 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 will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.

If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.

NB this entire clause 9 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

10. Protecting Your Money

We provide full financial protection for our package holidays.

1. For flight-based holidays this is through our Air Travel Organiser’s Licence number 6053 issued by the CAA of Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK telephone 0333 103 6350, email claims@caa.co.uk and website www.caa.co.uk . 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.

2. We provide full financial protection for our package holidays by way of a bond held by ABTA – The Travel Association, 30 Park Street, London, SE1 9EQ, www.abta.com. You agree to accept that in the event of our insolvency ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking. You also agree to accept that in circumstances where the travel service supplier provides the services you have bought, you agree to pay any outstanding sum under your contract with us to that alternative travel service provider. However, you also agree that in some cases the services will not be provided, in which case you will be entitled to make a claim under ABTA’s Scheme of Protection (or your payment card issuer where applicable) for a refund of the monies you have paid.

In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa.co.uk/Our-work/About-us/General-privacy-notice/ ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice .

A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made

11. ABTA

We are a Member of ABTA, membership number W7087. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

12. Complaints

If you have a complaint about any of the services included in your holiday, you must inform Coop Travel, 62 Wolverhampton Street, Walsall, West Midlands, WS2 8DD, Tel: (0044)1922 277212 email: cooptaveladmin@cooptravel.co.uk without undue delay who will endeavour to put things right.

If it is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at Coop Travel, 62 Wolverhampton Street, Walsall, West Midlands, WS2 8DD giving your booking reference and all other relevant information. Please keep your letter concise and to the point. If you fail to follow the requirement to report your complaint in resort we will have been deprived of the opportunity to investigate and rectify it and this may affect your rights under this booking. Please also see clause 11 above on ABTA.

13. Additional Assistance

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.

14. Passport, Visa and Immigration Requirements

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.

15. Health & Safety Abroad

You must appreciate from media coverage that the political, economic and social conditions in a number of the countries we feature are not as stable as we are used to in Europe. Sadly crimes against both people and their property are a fact of life the world over. When in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself by wearing expensive jewellery, carrying expensive camera equipment, etc. Travellers have the same responsibility for their personal safety and their possession as they do at home.

We operate to many parts of the world, which do not and are not required to comply with British Health & Safety Standards and therefore urge that you undertake reasonable precautions to protect yourself and those travelling with you whilst on holiday. We recommend that you check out the Foreign and Commonwealth Office website at www.fco.gov.uk/knowbeforeyougo  packed with essential travel advice and information, this website offers a wealth of country specific information that only the FCO can provide.

16. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

17. Travel Agents

When you buy a flight-based holiday, all monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held 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 a holiday not including a flight, all monies you pay to the travel agent are held by him on our behalf at all times.

18. Behaviour

All guests are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you will cease and you party will be required to leave your accommodation or other service immediately. We will have no further obligations to you. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You may also be required to pay for loss/damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

19. Cruise Bookings

It is the customer’s responsibility to settle all on board accounts. Children under the age of 18 will not be carried unless accompanied by an adult over the age of 21 at time of boarding who accepts responsibility for their welfare conduct and behaviour. Should children under 16 be travelling with only one parent most cruise lines require written authorisation to board ship from the absent parent where applicable.

Infants younger than 6 months at point of boarding may not be accepted on some ships, full detail is provided at booking stage and we accept no liability for incorrect information provided by you.

You must declare any pregnancy to us at the earliest opportunity as on certain cruise ships carriage of advanced pregnant women is not permitted, typically if the pregnancy is more than 24 weeks at return date. We reserve the right to refuse passage on board to any person who appears to be in advanced stages of pregnancy.

20. Law and Jurisdiction

This booking is governed by English Law, and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.

21. Disclosed Agency Status

For all bookings whilst we may operate as Organiser as explained in Package Travel Regulations, we also act as a disclosed agent of the travel providers involved in making the arrangements possible. This has an impact on the HMRC recognised position of the booking but ultimately has no affect on the responsibilities for performing the package that has been offered for sale to the consumer.

ISSUE DATE: 3 August 2020

All offers are subject to price changes and availability.

Please speak to your Personal Travel Agent for information on the Terms and Conditions of your holiday

Fred. Olsen Terms and conditions

These Terms and Conditions are in addition to Fred. Olsen Cruise Lines’ (FOCL) standard Terms and Conditions which are available on request.

Choice of either on board spend or door-to-door transfer on cruises of 13 to 32 nights departing in 2024 & 2025 – amounts vary per cruise. On 2024 & 2025 cruises of five to 12 nights, on board spend per person is only applicable – amounts vary per duration. Offer applicable to new bookings made from 14/03/23 onwards on 2024 & 2025 sailings. Freedom fare terms and conditions apply. Cruises in 2024 & 2025 under five nights and over 32 nights, Charters, exclusive sailings & Tour Operator holidays are excluded.

In addition to above:
*Free On board spend offer: Free On Board Spend amount is per person (pp), up to two guests per cabin, amount varies per cruise from £75 pp, up to £250 pp. On Board spending credit may only be used against purchases made on board and charged to the guest cabin account and cannot be used against any purchases prior to the cruise (i.e. pre booked shore tours, pre booked Joy of the Journey activities, pre booked Spa treatments, etc.). On Board Spend is non-transferable, no refunds will be given for the credit amount shown, and no cash alternative will be given for unused money. This offer is not combinable with free door-to-door transfer offer or any other offer, unless stated otherwise.

**Free Door-to-door transfer offer: maximum number of UK mainland miles included in the offer varies per cruise, and will be up to a maximum of either 200 or 250 UK mainland miles, each way. Any additional mileage must be paid to the transport provider (CMAC) at the time of booking. Guests may be required to share the transport for all or part of the journey, when an appropriate vehicle will be provided. Once the complimentary transport has been confirmed by the provider, charges will apply if fail to take this arrangement without cancelling with the transport provider. The door-to-door service is one transfer (each way) per booking for all guests, from the lead guest address. Outbound and inbound mileage cannot be combined should you only require transfer one-way. No deviations enroute are permitted. This offer is not combinable with free on board spend offer or any other offer, unless stated otherwise.

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

Part 1 – General

The combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, you will benefit from all EU rights applying to packages. The company that has organised your package will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, that company 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 insolvent.

Part 2 – Key Rights

• 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 20days 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. The organiser of your package has taken out

  insolvency protection as stated in the organiser’s booking conditions. Travellers may contact the

  provider of that insolvency protection or the relevant authority if services are denied because of the

  package organiser’s insolvency. For contact details and further information please refer to the

  organiser’s booking conditions.

Part 3 – The Package Travel and Linked Travel Arrangements Regulations 2018

http://www.legislation.gov.uk/uksi/2018/634/contents/made

PLEASE NOTE THAT A SALE OF A TOUR OPERATORS PACKAGE WHEN SOLD ALONGSIDE A SEPARATE ARRANGEMENT WILL MEAN ONLY THE TOUR OPERATOR PACKAGE (AS IDENTIFIED ON THEIR CONFIRMATION AND ATOL CERTIFICATE) IS COVERED BY THESE REGULATIONS. ANY OTHER ITEM WILL BE SOLD WHERE WE ARE AGENT FOR THAT SUPPLIER. THERE MAY BE NO FINANCIAL PROTECTION AND WE ARE NOT LIABLE FOR THE PERFORMANCE OF ANY OF THE SERVICES.