Please read these terms carefully as they contain limitations on and exclusions of the liability of STUDIO WEST LIMITED trading as THIS IS TRAVEL/IN LUXURY. These terms refer all STUDIO WEST bookings.
This website (www.thisistravel.co.uk) (“Website”) is operated by Studio West Limited t/a THIS IS TRAVEL. Studio West Limited t/a THIS IS TRAVEL is a
company incorporated under the laws of England and Wales (company number: 02336018) and whose registered address is at c/o Teletext, 2nd Floor Building 10,
Chiswick Park, 566 Chiswick High Road, London, United Kingdom, W4 5TS. Studio West Limited will be referred to as “THIS IS TRAVEL” throughout these
terms and references to “you” or “your” shall include the individuals on whose behalf you make reservations and whose names appear on the
Confirmation (defined below).
1. APPLICATION OF THESE TERMS
1.1 When booking Package Travel (defined below) where THIS IS TRAVEL is the organiser or retailer of the Package Travel, you will be entering into a
legally binding contract with THIS IS TRAVEL on the terms of this Agreement (defined below).
1.2 When booking Package Travel (defined below) where THIS IS TRAVEL is selling the Package Travel on behalf of another organiser or retailer, you will
be dealing with THIS IS TRAVEL acting as agent on behalf of the relevant organiser or retailer. You will therefore be entering into a legally binding
contract with the relevant organiser and not with THIS IS TRAVEL. Your contract with THIS IS TRAVEL is made on the terms of this Agreement and this Agreement
is governed by English law and is subject to the jurisdiction of the English courts.
1.3 When booking travel arrangements other than Package Travel you will be dealing with THIS IS TRAVEL acting as agent for and on behalf of the relevant
hotel (or other accommodation provider), airline, car hire company, airport shuttle provider (or other transport provider) or any other service provider or
supplier. Again, you will be entering into a legally binding contract with the relevant hotel (or other accommodation provider), airline, car hire company,
airport shuttle provider (or other transport provider) or any other service provider or supplier and not with THIS IS TRAVEL.
1.4 Where THIS IS TRAVEL acts as an agent as described in paragraphs 1.2 and 1.3 above, our Confirmation (defined below) will contain a statement saying
"THIS IS TRAVEL acts as an agent for…" and then the name of the company with whom you are entering into a contract with. Where THIS IS TRAVEL acts as
an agent, your contract will be with the company whose name appears as part of the "THIS IS TRAVEL acts as an agent for…" statement and such company’s
terms and conditions are available on such company’s website, or a copy of such terms and conditions can be obtained from THIS IS TRAVEL on request. The
relevant company's terms and conditions shall apply in addition to the terms of this Agreement. Where THIS IS TRAVEL is acting as agent and there is any
conflict between the terms of this Agreement and the terms contained in another company’s terms and conditions and/or conditions of carriage, such terms and
conditions and/or conditions of carriage shall take precedence.
1.5 Where THIS IS TRAVEL acts as an agent, THIS IS TRAVEL will not be liable in any way for failing to perform or improper performance of the contract,
THIS IS TRAVEL will use its reasonable endeavours to help you resolve any complaint you might have against the relevant third party.
2. DEFINITIONS
The following words and phrases used in this Agreement shall have the following meanings, except where the context clearly requires otherwise:
"Agreement" means these booking terms together with the Confirmation relating to your reservation and the Privacy Policy;
"Booking Form" means the online form on the website which you complete when making your reservation;
(a) For online booking - an email sent to you by THIS IS TRAVEL once you have completed the online reservation process confirming THIS IS TRAVEL’s
acceptance of your reservation and the monies to be paid by you in respect of your reservation; and
(b) For telephone bookings – correspondence sent to you by THIS IS TRAVEL either by e-mail or by post once you have completed the telephonic reservation
process confirming THIS IS TRAVEL’s acceptance of your reservation and the monies to be paid by you in respect of your reservation;
"Force Majeure Event" means any event which affects the performance by THIS IS TRAVEL, its suppliers or agents of its obligations under this Agreement and
arises directly from an act outside the reasonable control of THIS IS TRAVEL, including without limitation, an act of God, local government or government,
war, fire, flood, earthquake or storm, adverse weather conditions, acts of terrorism, explosion, civil commotion, industrial dispute, or unavoidable
technical problems;
"Minor" means a person who has reached his/her second birthday but not his/her 18th birthday as of the date of commencement of travel;
"Package Travel" means the pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when
the service covers a period of more than 24 hours or includes overnight accommodation:
(c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package;
"Privacy Policy", means THIS IS TRAVEL’s privacy policy accessible via the link provided at the bottom of this page and which forms part of this Agreement.
3. YOUR FINANCIAL PROTECTION
3.1 THIS IS TRAVEL is a member of ABTA (Association of British Travel Agents) with membership numbers L3828/Y0639.
3.2 The Package Travel, Package Holidays and Package Tours Regulations 1992 places an obligation on THIS IS TRAVEL and its agents to provide security for
the monies you pay to THIS IS TRAVEL for any package holidays and/or package travel booked by THIS IS TRAVEL. The required security for all package holidays
and/or package travel involving air travel reserved by you is provided for by a bond held by the Civil Aviation Authority (CAA) under the ATOL scheme.
3.3 Air holidays packages sold by THIS IS TRAVEL where THIS IS TRAVEL is the organiser and/or retailer of the air holidays packages are protected by the
Civil Aviation Authority. THIS IS TRAVEL`S ATOL number is 9788. Where you buy an ATOL protected air holiday package from THIS IS TRAVEL you will receive a
Confirmation invoice from us confirming your arrangements and your protection under our Air Travel Organiser`s Licence number (ATOL) 9788.
3.4 THIS IS TRAVEL acting as an agent selling Package Travel: Air holidays packages sold by THIS IS TRAVEL where THIS IS TRAVEL act as an agent are ATOL
Protected by the Civil Aviation Authority.
3.5 THIS IS TRAVEL acting as agent selling travel arrangements other than Package Travel: Not all holiday or travel services sold by THIS IS TRAVEL will
be protected by ATOL. Please ask us to confirm what protection applies to your booking.
4. BEFORE MAKING A BOOKING
4.1 Before entering into a contract with THIS IS TRAVEL we recommend that you research all aspects of your holiday.
4.2 If your booking is made online with THIS IS TRAVEL we can not accept any responsibility for the selection you make. The Website enables you to
tailormake your holiday, it is your responsibility to ensure that you are satisfied with the elements you have selected.
4.3 If you have any special requirements we suggest you contact the THIS IS TRAVEL reservations team. Please ensure you notify us of any medical
conditions or disabilities you or any person traveling with you has to ensure we are able to cater for your requirements.
4.4 Holiday prices fluctuate on a regular basis, unfortunately during the booking process the cost of your holiday may increase. If you are booking online any changes in price will be detailed to you, please ensure you check the final price before completing your booking. If you are booking via the telephone you will be informed of any price fluctuations by our representative.
4.5 THIS IS TRAVEL is not liable for any advice given referring to vaccinations or medical requirements, please seek independent advice.
4.6 Requests made at the point of booking are not guaranteed.
5. MINORS
5.1 When making a booking for an unaccompanied Minor please ensure you clearly detail your requirements to our reservation team as the conditions of
travel will vary depending on the supplier/agent, various suppliers/agents will no accept unaccompanied Minors.
5.2 We recommend that if you intend to make a booking for an unaccompanied Minor you contact our reservations team. Bookings made for unaccompanied Minor
made online will be subject to confirmation by the supplier/agent in question. If a booking is made online and the supplier/agent does not accept the booking
the holiday in question will be cancelled and you will receive a refund.
6. PAYMENT, CONFIRMATION, PRICE AND CHARGES
6.1 You may be required to pay for your travel arrangements in full at the time of making the booking. Where only a deposit (the amount of which you will
be advised at the time is required to make a booking), the balance of the monies due must be received by THIS IS TRAVEL in cleared funds at least 13 weeks
prior to your departure date. In the event of you making your reservation within 13 weeks of departure, the total price is payable on reservation. THIS IS
TRAVEL reserves the right to cancel your reservation if the deposit and/or balance are not paid in time. THIS IS TRAVEL shall retain your deposit should you
fail to pay the balance in time. Any reminder letters sent to you are charged at £15.00 per letter. All cheques should be made payable to Studio West
Limited. Please quote your booking reference number when making payment.
6.2 All payments made by credit card will incur a surcharge of 2.5% of the total value of your travel arrangements and £3.00 will be charged for all
payments made by debit card. A charge of £25.00 will be levied by THIS IS TRAVEL on all cheques not honoured by your bank.
6.3 It is important that you check the details appearing in your Confirmation as soon as you receive it. In the event of any discrepancy or error, please contact THIS IS TRAVEL immediately. If you are unsure of any information detailed in your Confirmation or if any details do not match those detailed to you online or by our representative please contact THIS IS TRAVEL immediately. Contact details provided may be used to advise you of any amendments to your booking, please ensure you regularly access any email account or telephone number so you can retrieve this information. If any of your details change or become inaccessible please inform THIS IS TRAVEL. Failure to immediately inform THIS IS TRAVEL of any discrepancy, change of detail or error may result in charges being incurred to correct the discrepancy, change or error. The charges incurred will vary depending on the suppliers or agent you have booked with and you will also be subject to an admin fee charged by THIS IS TRAVEL.
6.4 Should you make a booking on behalf of the individuals travelling with you, you will be responsible for the payment of the monies due in respect of
everyone travelling with you by the due date.
6.5 If the price variations mean that the price of your travel arrangements increases, THIS IS TRAVEL will absorb the difference and you will not be
charged for any increase equal to up to 2% on the price of your travel arrangements. You will only have to pay the amount over and above that 2% of the price
of your travel arrangements. In either case there will be an administration charge of £1.00 per person together with an amount to cover agents' commission.
6.6 The price of your holiday may change after you have booked due to changes in transportation costs such as fuel, scheduled airfares and any other
airline cost changes which are part of the contract between airlines (and their agents) and the tour operator or organiser. Also Government action such as
changes in VAT or any other Government imposed changes and currency changes in relation to an exchange rate variation. However, there will be no change
within 30 days or your departure.
6.7 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 £5.00 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
have the option of accepting a change to another holiday if we are able to offer one or cancelling and receiving a full refund of all monies paid, except for
any amendment charges.
6.8 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.
6.9 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.
6.10 Some destinations charge arrival and departure tax payable at the destination airport. This levy cannot be prepaid to THIS IS TRAVEL.
Summary of THIS IS TRAVEL charges:
6.11
Summary of THIS IS TRAVEL charges:
6.11.1 Up to 13 weeks before departure: deposit only.*
6.11.2 After 13 weeks: full balance.
6.11.3 Up to 13 weeks before departure and full balance paid: subject to supplier charges plus £50 per person. *
(* certain airlines do not refund in the event of a cancellation. If you have booked with such an airline you will not be entitled to a refund.)
6.11.4 Amendment to booking: £50 per person plus supplier charges.
Lost, stolen or destroyed tickets and vouchers
6.11.5 Amendment to booking: £50 per person plus supplier charges.
6.11.7 DCC: £3 per transaction.
Finance Department charges
6.11.8 Payment reminder letters/e-mail: £15 per letter.
6.11.9 Bank not honouring cheque: £25.
6.11.10 Call recordings: £10 per request.
6.11.11 Where special delivery is required the costs incurred will be passed on to you by THIS IS TRAVEL.
6.11.12 Web offers booked via our call centre will be subject to a £20pp booking fee.
7. WHEN DOES YOUR CONTRACT WITH THIS IS TRAVEL COME INTO EXISTENCE?
7.1 A legally binding contract between you and THIS IS TRAVEL or between you and the relevant company (as explained in paragraphs 1.2 and 1.3) comes into
existence as soon as THIS IS TRAVEL sends a Confirmation to you. For online bookings you should receive Confirmation of your booking within 48 hours of the
booking being made. For bookings made with our reservations department you should receive a Confirmation of your booking within 5 working days of the booking
being made.
7.2 If you do not receive your Confirmation in the timescales detailed please contact THIS IS TRAVEL immediately. Please note that in the case of e-mail
Confirmations we can not be held responsible for incorrect e-mail addresses being supplied to us.
7.3 THIS IS TRAVEL reserves the right to not enter into a contract with you if we have reason to believe a fraudulent transaction is to take place. If
you have entered into a contract with THIS IS TRAVEL we reserve the right to cancel your holiday if we believe a fraudulent transaction has taken place.
Where THIS IS TRAVEL cancels a holiday due suspected fraudulent activity and it is later found that no fraudulent activity has occurred THIS IS TRAVEL will
only be liable for the cost of the holiday booked with THIS IS TRAVEL and not any incidental charges.
7.4 THIS IS TRAVEL reserves the right to request additional information from you to validate your booking. Such information may include but not limited to passport, driving license, utility bill or a copy of your bank/credit card statement.
8. CHANGES TO TRAVEL ARRANGEMENTS AND CANCELLATIONS
8.1 THIS IS TRAVEL will use reasonable endeavours to accommodate changes you request to be made to your travel arrangements after a Confirmation has been
sent to you, but it may not be possible in all instances. Any requests for changes to travel arrangements must be made in writing by the person who made the
booking and you will be requested to pay an administration fee together with any further costs that THIS IS TRAVEL incurs in making changes to your travel
arrangements.
8.2 You may cancel your travel arrangements at any time by sending THIS IS TRAVEL a written notice. Upon cancelling your booking with THIS IS TRAVEL you
will be subject to THIS IS TRAVEL`s cancellation charges.
8.3 Please note that certain carriers do not allow for tickets issued by them to be changed and does not offer a refund of the price paid in the event of
cancellation.
8.4 If you or any of the individuals on whose behalf you made a booking are prevented from travelling, THIS IS TRAVEL will agree that the affected
individual’s booking be transferred to another individual who satisfies all the conditions applicable to the relevant travel arrangements, subject to both
such replacement individual and the effected individual accepting joint and several liability for full payment of the price applicable to the travel
arrangements and THIS IS TRAVEL’s administrative charge and any additional costs arising from the transfer. THIS IS TRAVEL must be given reasonable notice of
the transfer request, which is considered to be at least 14 days prior to the outward departure date.
8.5 Your accommodation may be booked per accommodation rather than per person. In the event that a member of your party is unable to travel you will be
required to cover the cost of the accommodation.
9. PASSPORTS AND OTHER TRAVEL DOCUMENTATION
9.1 You are responsible for ensuring that all passengers (Adults, Children and Infants) on whose behalf you make a booking are UK Citizens holding their
own individual passport. The Home Office suggests that passports should be valid for at least six months after your return. If you or any passenger on whose
behalf you make a booking do not hold a UK passport, please contact THIS IS TRAVEL as we would need to confirm whether the relevant airline will carry you or
the passengers on whose behalf you are making the booking. Please ensure that you and the passengers on whose behalf you make the booking meet all relevant
visa, travel insurance and health requirements. If you are in any doubt over any visa requirements, please contact the relevant country’s embassy or
consulate.
9.2 THIS IS TRAVEL accepts no responsibility for any delay and/or expense suffered or incurred by you as a result of any irregularity and/or invalidity
of your travel documents.
9.3 THIS IS TRAVEL are not liable for any advice given referring to passport, visa or documentation requirements, please seek independent advice.
10. DOCUMENTATION, TICKETS AND VOUCHERS
10.1 It is your responsibility to ensure you have all relevant paperwork including tickets and vouchers. Failure to have the required documentation may
effect your ability to travel or check in to your accommodation.
10.2 You will be responsible for paying any charges incurred by THIS IS TRAVEL should you require tickets or vouchers to be re-issued as a result of it
being lost, stolen or destroyed. Such charges will be subject to admin charges.
10.3 Theme Park tickets are non refundable in the event of cancellation.
11. FLIGHTS, CONNECTING FLIGHTS, FLIGHT CHANGES AND CHECK-IN
11.1 Please ensure that you provide THIS IS TRAVEL with the correct ages of the children and infants travelling with you or on whose behalf you are making
a booking. Infants must be older than 2 weeks to be permitted to fly and younger than 2 years (on return date). Although infants will not be allocated a seat
or baggage allowance on an aircraft, they will be issued a ticket. No more than 1 infant may travel with 1 adult at any time.
11.2 All flights may be subject to change. Notification of any alteration will be forwarded to you as soon as THIS IS TRAVEL is advised. THIS IS TRAVEL
accept no liability for the short notice of any notification supplied to us, nor do we accept liability for being unable to contact you on the contact
details you have provided.
11.3 Where you have booked Package Travel with THIS IS TRAVEL acting on its own behalf and not as an agent for another organiser or retailer, THIS IS
TRAVEL will use all reasonable endeavours to ensure that other elements of your holiday are not adversely affected. In the event that further costs are
incurred as a result of flight changes or alterations THIS IS TRAVEL reserve the right to pass these charges onto you.
11.4 Where you have booked a flight only with THIS IS TRAVEL and THIS IS TRAVEL are Acting as an Agent you will be bound by the conditions of the agent in
question, in this case THIS IS TRAVEL will not be liable for any additional costs incurred.
11.5 Flight tickets will be dispatched approximately 7 days prior to departure, except in the instance of late bookings, e-tickets or ticketless airlines.
For late bookings made within 2-3 weeks of departure (depending on the tour operator) tickets will be available for collection at the airport. For ticketless
airlines you will need to provide your booking reference upon check in. E-tickets will be emailed to you 7-10 days prior to your date of departure. Please
ensure that you and the passengers on whose behalf you made the booking have all the required documentation and information required for check-in.
11.6 If you are booking domestic or connecting flights in conjunction with your international flights, you should be aware that it is possible that your
international flight times could be altered, which may affect your connections. In an effort to avoid this, THIS IS TRAVEL would suggest that you book
domestic flights that can be changed or refunded.
11.7 THIS IS TRAVEL accepts no liability for you missing your flight. Please ensure you arrive at the airport in good time and allow sufficient time for
any delays on your journey to the airport.
11.8 Please be aware that due to different time zones your arrival and departure dates on long-haul flights may vary by 1 or 2 days either way.
11.9 THIS IS TRAVEL accept no liability for any flight delays and any subsequent incidental charges that are incurred. Flight delays are beyond the
control of THIS IS TRAVEL. Should you experience any delays we advise that you take the matter up directly with the airline in question.
11.10 THIS IS TRAVEL accept no liability for the quality of food provided by an airline or the comfort level provided. If you have any special
requirements please ensure you inform THIS IS TRAVEL. If you do not wish to travel with a certain airline please ensure this is detailed to THIS IS TRAVEL.
11.11 In the event that you require an earlier flight on your return journey you will be required to make your own arrangements with the airline in question.
12. BAGGAGE ALLOWANCES, BAGGAGE DAMAGE AND LOST BAGGAGE
12.1 Baggage allowance differs depending on the carrier and the type of ticket. If you are unsure about your baggage allowance please contact us. It is
your responsibility to ensure that your baggage is within the relevant weight allowance before you travel.
12.2 Liability for baggage whilst in the hands of the air or sea carriers is governed by the Warsaw Convention, Hague Protocol or Athens Convention. For
claims for missing or damaged baggage you must follow the instructions either on the back of your ticket or on the conditions of carriage provided by the
relevant airline. In the event that your baggage is lost or damaged, you must obtain a Property Irregularity Report from the handling agent at the airport.
Failure to obtain this report could result in the repudiation of any insurance claim. THIS IS TRAVEL can not be held liable for any damage or lost of
baggage.
12.3 The Montreal Convention states that claims should be made to an airline in writing within specified time limits. The time limits are:
12.3.1 damaged baggage – 7 days from the receipt of the bags;
12.3.2 delayed baggage – 21 days from delivery; and
12.3.3 lost baggage – no time limit specified in the Montreal Convention, but THIS IS TRAVEL advises that the complaint should be made as soon as possible
after the bag has been missing for 21 days or after the airline has declared the bag lost if sooner.
13. ACCOMMODATION DESCRIPTIONS
13.1 The descriptions (including star ratings) detailed by THIS IS TRAVEL's staff, contained on the Website or in any brochures issued by THIS IS TRAVEL
are provided by third parties in good faith and as such THIS IS TRAVEL does not accept liability for any discrepancies. It is your responsibility to ensure
you have independently clarified all details prior to making a booking.
13.2 The descriptions detailed by THIS IS TRAVEL's staff, contained on the Website or in any brochures issued by THIS IS TRAVEL are prepared some time in
advance, therefore, changes may be made to the descriptions at any time before the contract with you is made, and in such circumstances, THIS IS TRAVEL will
notify you prior to sending out a Confirmation. Should any changes occur such as reduced amenities, facilities or building work after receipt of a
Confirmation THIS IS TRAVEL will notify you of such changes as soon as reasonably practicable or as soon as THIS IS TRAVEL becomes aware of such changes.
13.3 The accommodation provider or agent your booking is with may rate your accommodation differently and as such any accommodation changes will be based
on your accommodation providers or agents rating.
13.4 There is not a uniform grading system for hotels or apartments and you may find that the grading detailed does not match the grading given by the
tourist board.
14. ACCOMMODATION AND MEAL ARRANGEMENTS
14.1 Accommodation arrangements may be subject to change. Notification of any alteration will be forwarded onto you as soon as THIS IS TRAVEL is advised.
THIS IS TRAVEL accepts no liability for the short notice of any notification supplied to us, nor do we accept liability for being unable to contact you on
the contact details you have provided.
14.2 Accommodation changes or alterations are beyond the control of THIS IS TRAVEL. Where accommodation changes or alterations occur THIS IS TRAVEL will
be informed by the supplier or agent in question and we will be advised of the alternative arrangements available to you. It is your responsibility to ensure
the alternative arrangements are suitable to you. When you are advised that your accommodation has changed we recommend that you carry out you own research
to ensure you are satisfied with the new arrangements prior to acceptance. THIS IS TRAVEL accepts no liability for your dissatisfaction with the alternative
arrangements once you have agreed to the change.
14.3 Please ensure that you take your accommodation voucher with you as without this you may be unable to access your accommodation. THIS IS TRAVEL will
post or email your accommodation vouchers to you 7–10 days prior your date of departure. Transfers from the airport to your accommodation are not
automatically included.
14.4 Your accommodation is generally available from approximately 2.00pm on the day of arrival. If you require more information regarding your check in
time pleases contact us.
14.5 When making a booking with the THIS IS TRAVEL reservations team if you have an early hours of the morning flight that arrives after this time, e.g.
flights arriving at 01.00am the following morning, your room will be booked from 2.00pm the previous day. This will enable you to immediately access your
room when you arrive. If you are making a booking online it is your responsibility to ensure your accommodation is available to you when you require.
14.6 Rooms must be vacated early on the day of departure. If you have a late flight home, this will mean that you will be without a room for those final
hours. You may be able to pay locally to keep your room or alternatively some establishments can offer use of a courtesy room but this is not guaranteed.
14.7 Your accommodation provider may require you to pay a refundable deposit to cover damages and breakages.
14.8 If meals are included at your hotel, you will find that a buffet service will normally be provided. This will include a variety of dishes to suit all
tastes. THIS IS TRAVEL would ask you to remember that the food offered abroad will be different to what you are used to and therefore if you are selective
with your food, you should maybe consider self-catering or eating out rather than eating meals offered by the hotels. If you booked into a hotel and have any
special requirements, please bring this to the attention of the hotel staff that will do their best to accommodate any request. If you do miss any meals,
THIS IS TRAVEL will not be able to provide any refund upon your return.
14.9 If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavour to address your
problem and put things right. Failure to report any issues in resort could invalidate any claims made upon your return. If any issue is not resolved to your
satisfaction locally we advised that request the supplier in question to document the problems encountered and provide this to THIS IS TRAVEL upon your
return.
14.10 Issues relating to standards of accommodation, cleanliness, lack of amenities or facilities, and health and safety must by reported directly
to the relevant supplier in resort.
14.11 THIS IS TRAVEL can not accept any liability for the actions of other guests or any activities that are not to you liking. Where a complaint
of this nature is received it will be forwarded on to the supplier in question and any response will be passed on to you.
14.12 THIS IS TRAVEL can not accept any liability for the damage or the loss of your property. Where a complaint of this nature is received it will
be forwarded on to the supplier in question and any response will be passed on to you.
14.13 Your accommodation booking does not include excursions unless specifically detailed on your Confirmation; it is advisable that excursions are
booked in resort.
15. BUILDING AND ROAD WORKS
Whilst no-one wants to encounter building work or road works whilst on holiday, you must appreciate that life does go on despite the tourist trade. Buildings
must be built or renovated and roads must be updated. Whilst this may be annoying for you, THIS IS TRAVEL would ask for your understanding and patience. If
your actual accommodation has any works planned during your stay, THIS IS TRAVEL will advise you in advance as soon as we receive notification from the
supplier. If the works planned are major, you will be offered an alternative or a full cancellation of the accommodation. Please note a full cancellation
cannot be provided if the works do not relate directly to your accommodation.
16. CAR HIRE, TRANSFERS AND PARKING
16.1 Please ensure that you take your car hire voucher with you as without this you may be unable to collect the car. It is your responsibility to ensure
that you are in possession of a valid driving license. The car rental company may require you to pay a security deposit with your credit card.
16.2 Local charges may be levied by the car rental company such as petrol, insurance, insurance excess, additional driver's charges and out-of-hours
collection. Collection of cars may not necessarily be at the airport, so please confirm with the relevant car rental company. Special requests such as child
seats, satellite navigation and roof racks must be made at the time of booking and should be paid for locally. Any such special requests are subject to
availability.
16.3 Please ensure that you take your transfer vouchers with you as without these you may be unable to travel.
16.4 THIS IS TRAVEL can not take any responsibility for you not being present at the designated pick up point at the required time.
16.5 When waiting for a transfer please be patient if the transfer is delayed. THIS IS TRAVEL will not accept responsibility for costs incurred if we
believe you have not given the transfer adequate time to make the pick up.
16.6 You are required to confirm your return transfer prior to your departure, failure to do this may result in the transfer not being available to you.
THIS IS TRAVEL will not accept responsibility for costs incurred if you fail to confirm your transfer.
16.7 If you have a delay in receiving your luggage, you should send a member of your party out to arrivals to advise the transfer company.
16.8 If you have booked parking, please ensure that you take your pre-paid voucher with you on your return to collect the car.
17. REPRESENTATION
If you have booked your flights and accommodation with us as part of Package Travel, full representation is not included, however contact details will be
provided for a local agent and THIS IS TRAVEL’s UK office in the event of any problems.
18. INSURANCE
Under the Package Travel, Package Holidays and Package Tours Regulations 1992 THIS IS TRAVEL is obliged to recommend suitable insurance to cover (as a
minimum) the costs incurred if you make a cancellation and the cost of assistance, including repatriation, in the event of an accident or illness while you
are abroad and it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs.
19. YOUR BEHAVIOUR
19.1 THIS IS TRAVEL can end your holiday if your behaviour or that of any member of your party is likely in THIS IS TRAVEL’s opinion to cause distress,
danger or harm to any person.
19.2 If you are prevented from travelling because any person in authority thinks you appear unfit to travel or likely to cause discomfort to or disturb
other passengers, THIS IS TRAVEL will not be liable to complete your travel arrangements and will not be liable for any refund, compensation or other costs
you have incurred.
19.3 THIS IS TRAVEL cannot accept liability for the behaviour of others in your accommodation, on your flight and any other part of you booking or if any
facilities or amenities are removed as a result of their actions.
20. THIS IS TRAVEL’S LIABILITY TO YOU
20.1 THIS IS TRAVEL accepts responsibility for ensuring that your travel arrangements are supplied as described. If any part of your travel arrangements
are not provided as described due to the fault of THIS IS TRAVEL or any of our agents and/or suppliers, THIS IS TRAVEL will pay you appropriate compensation.
However, THIS IS TRAVEL’s liability in all cases (except for death and or personal injury caused by the negligence of THIS IS TRAVEL, its employees, agents
or suppliers) shall be limited to an amount of three times the cost of your travel arrangements.
20.2 THIS IS TRAVEL will not be liable for any loss or damage resulting from any of the following:
20.2.1 travel arrangements being cancelled because the number of people who agreed to go on a particular holiday or make use of a particular travel package
is less than the minimum number required, and you are informed of the cancellation in writing within the period stipulated in the description of the holiday
or travel package; or
20.2.2 the fault of a third party not connected with the performance and/or provision of your travel arrangements; or
20.2.3 a Force Majeure Event.
21. COMPLAINTS
21.1If you have a problem during your holiday, please inform the local agent immediately. The details of the local agent will be stated on the relevant voucher. If you are unable to contact your local agent please contact THIS IS TRAVEL on the emergency telephone number detailed on your paperwork. We will endeavour to address your problem and put things right. Failure to report any issues in resort could invalidate any claims made upon your return.
21.2 If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at
7-8 Bluecoats, Hertford, SG14 1PB or by e-mailing customerservice@thisistravel.co.uk. Please keep your letter concise and to the point and include your
booking reference, lead passenger name and departure date. Any delay in reporting a complaint may affect THIS IS TRAVEL’s ability to address your problem and
may reduce your entitlement to compensation.
21.3 Where additional costs are incurred THIS IS TRAVEL requires proof of payments which clearly state the costs you have incurred. If no proof of payment
is provided or the costs incurred are not clear THIS IS TRAVEL will not cover the costs. THIS IS TRAVEL will only cover the costs of reasonable
expenditure.
21.4 When redeeming a THIS IS TRAVEL voucher you are required to follow the procedures detailed on the voucher. Failure to follow the detailed procedures may invalidate your voucher.
21.5 Disputes arising out of, or in connection with, this Agreement which cannot be amicably settled may be referred to arbitration, if the customer so
wishes, under a special Scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators
(the “Scheme”).
21.6 The Scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of
costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com).
21.7 The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within 9 months of the date of
return from the holiday/travels. Outside this time limit arbitration under the Scheme may still be available if THIS IS TRAVEL agrees, but the ABTA Code does
not require such agreement.
21.8 For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. The aim is to help you resolve
your dispute in a quick and cost effective way. Details are available on request or from www.abta.com.
21.9 THIS IS TRAVEL records all telephone calls for training and monitoring purposes. Where THIS IS TRAVEL is requested to provide a copy of a call
recording you will be subject to an administrative charge.
22. REFUNDS AND CREDIT VOUCHERS
22.1 Requests for the monies paid for refunds for airline tickets will be forwarded to the relevant airline for assessment. As soon as THIS IS TRAVEL
receives a refund from the relevant airline, such refund will be paid over to you less any cancellation and/or administrative charge.
22.2 Refund or compensation actioned by agents or suppliers will be forwarded onto you less any administrative charge.
22.3 Where a complaint relates to the actions of THIS IS TRAVEL any offer of a refund or offer of compensation made to you will be made in the form of
THIS IS TRAVEL vouchers except where the offer impinges on your statutory right, in which case you will be given a cash equilavent.
22.4 When redeeming a THIS IS TRAVEL voucher you are required to follow the procedures detailed on the voucher. Failure to follow the detailed procedures may invalidate your voucher.
23. DATA PROTECTION
23.1 THIS IS TRAVEL collects Personal Data from you. The collection, processing and storage of Personal Data will be dealt with by THIS IS TRAVEL in
accordance with the Privacy Policy.
23.2 THIS IS TRAVEL collects Personal Data from you. The collection, processing and storage of Personal Data will be dealt with by THIS IS TRAVEL in accordance with the Privacy Policy.
23.3 By disclosing or submitting your information and the information of the individuals on whose behalf you make a booking, you consent to THIS IS TRAVEL collecting, processing and storing the Personal Data you submit for the purposes described in the Privacy Policy.
23.4 THIS IS TRAVEL may undertake a search with a third party for the purposes of verifying your identity. The third party may check the details you supply against any particulars on any database (public or otherwise) to which they have access. They may also use your details in the future to assist other companies for verification purposes. A record of the search will be retained.
24. THE CONTRACTS (RIGHTS OF THIRD PARTIES) ACT 1999
Except for individuals on whose behalf you make a booking, a person who is not a Party to this Agreement may not enforce any of its terms under the Contracts
(Rights of Third Parties) Act 1999.
