We want to make sure your journey is perfect- so please carefully read through the information on this page.

BOOKING TERMS & CONDITIONS WHERE WE ACT AS PRINCIPAL

We are Travel Concierge referred to herein as “We”, “us” and “our”. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is transferred. A ‘package’, ‘organiser’ and ‘lack of conformity’ have the same meaning as in the Package Travel and Linked Travel Arrangements Regulations 2018 and ‘arrangements’ are all the holiday, tour and other arrangements detailed on your confirmation (including any additions or amendments). Our obligations to you will vary depending upon whether we package arrangements for you, or act as an agent for another travel supplier. References to packages in these Booking Conditions are to packages for which We are the organiser, and if we sell you arrangements on behalf of another travel supplier as an agent, your contract will be with that supplier, and we shall only have responsibility to you in accordance with clause 17.b of these Booking Conditions.

Accuracy of information: We endeavour to ensure the accuracy of all the information and prices in our advertising material. However, occasionally changes and errors do arise, and we reserve the right to correct them in such circumstances. You must check the current price and all other information relating to the arrangements that you wish to book before your booking is confirmed. Furthermore, we will not be liable for booking errors which are attributable to you or which are caused by unavoidable and extraordinary circumstances as defined in clause 14.

1. Our agreement: You will receive information about the main characteristics of your arrangements before a binding agreement between you and us comes into existence. That information, these conditions together with our Privacy Notice and any other information we brought to your attention before we confirmed your booking, form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. By making a booking, you agree to be bound by all of them. The key terms of our agreement are:- You will enter into a binding contract with us when we issue our booking confirmation with all component parts showing status of every item as confirmed. If you then cancel your arrangements, you will be required to pay cancellation charges up to 100% of the cost of your arrangement, depending on how long before travel you cancel, and/ or the terms and conditions of the suppliers whose services make up your arrangements.
   1. You can make changes to your confirmed arrangements in certain circumstances. We will make a charge for processing these changes;
   2. We may make changes to and cancel your confirmed arrangements but we will provide suitable alternatives and pay you compensation in certain circumstances if we do so;
   3. We are responsible for making sure your confirmed arrangements are not performed negligently but there are some limits on and exceptions to this.

   
   All bookings must be made via one of our authorised travel agents. The lead passenger is the person named on all correspondence and must be at least 18, and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. In making the booking, the lead passenger confirms that they are so authorised and that all party members agree to be bound by these Booking Conditions. The lead passenger is responsible for making all payments due to us. Subject to the availability of all component parts of your requested arrangements and receipt by your travel agent of all applicable payments, Our agreement becomes binding when we issue a confirmation, either directly to you or via any agent we have authorised to act on our behalf. Please check all details on the confirmation (or any other document issued) immediately on receipt. It may not be possible to make changes to your arrangements later so you should notify us of any inaccuracies in any documentation as soon as reasonably possible after you receive them. It may harm your rights and ability to travel if you don’t.The suppliers whose services make up your arrangements make those supplies in accordance with their own terms and conditions which will also form part of your agreement with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

2. Payment: You must make payment for your arrangements in accordance with the instructions given on your quotation or booking confirmation. If we do not receive any payment due in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 7 below will become payable. Any money paid to an authorised agent of ours that is authorised to collect payment on our behalf in respect of a booking including flights is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for as long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
3. Insurance: It is a condition of our agreement that you are covered by adequate travel insurance for your arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. Details of a policy suitable to cover your arrangements are available by contacting your travel agent. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.
4. Special requests: Special requests relating to your arrangements must be advised to your travel agent at the time of booking. Whilst we will try meet or arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. If we are able to specifically confirm a special request or requirement, we will do so on our confirmation but where requests or requirements have not been so confirmed and guaranteed in writing on our confirmation, a failure to meet them will not be a breach of contract on our part.
5. Disabilities and medical problems: Many of the arrangements which we sell are generally suitable for persons with reduced mobility, but if you or any member of your party has any precise medical problem or disability which may affect your chosen arrangements, please provide us with full details before we issue our confirmation. We will only provide precise information on the suitability of the trip or holiday taking into account your needs if you specifically request us to do so. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details.
6. The price you pay: We reserve the right to amend the price of unsold holiday arrangements at any time and correct errors in the prices of confirmed arrangements. The price of your confirmed arrangements is subject to variations which occur solely as a direct consequence of changes in:-
   1. the price of the carriage of passengers resulting from the cost of fuel or other power sources; or
   2. the level of taxes or fees on your confirmed arrangements imposed by third parties not directly involved in the performance of the package, including, but not limited to, tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports. Price variations will be calculated by applying the cost differential we experience as a result of the above factors. Prices may go up or down and we will notify you about any variation by sending you a calculation explaining the variation no less than 20 days before you are due to depart.

   If your arrangements are a package, and if that means that you have to pay an increase of more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services), we will offer you the options in clause 8. In respect of Packages, we will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your arrangements, which excludes insurance premiums and any amendment charges. If prices go down as a result of the above factors, we will make a reflective refund, but we will also deduct our administrative expenses from what is owed to you and this may extinguish the value of the refund due. Also, note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on price due to contractual protections in place.

7. Changes and cancellations by you: If you wish to make any changes to your arrangements after they have been confirmed, including if you wish to cancel all or some of them, you must inform us as soon as possible. Your notice requesting a change or cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We can’t guarantee that changes can be met, although we will do our best to assist. Since we incur costs in cancelling or changing your arrangements, all such changes and cancellations will be subject to the charges below. Where we are unable to assist with making a requested change and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. You may cancel any package arrangements prior to their commencement (following the process outlined above) in the event that
   1. circumstances amounting to unavoidable and extraordinary circumstances (as set out in clause 9) are occurring at the place where your arrangements are due to be performed or its immediate vicinity;
   2. those circumstances make it impossible to travel safely to the travel destination, and;
   3. the performance of your arrangements will be significantly affected by those unavoidable and extraordinary circumstances. We will refer to and take into consideration Foreign and Commonwealth Office guidance when determining whether your booking is affected. In this event, you will receive a refund without undue delay of any payments made but this will be the maximum extent of our liability and we regret we cannot meet any other expenses or losses you may incur as a result.
      

   If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements, including an agreement to these booking conditions) providing we are notified in writing not less than seven days before departure and you pay an amendment fee and meet all costs and charges incurred by us and/or incurred or imposed by us or any of our suppliers. Both you and the person to whom you would like to transfer your arrangements shall be jointly and severally liable for the payment of any balance due and for any additional fees, charges or other costs arising from the transfer. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services. For flight or flight inclusive bookings, most airlines do not permit name changes after tickets have been issued for any reason, you will have to pay the full cost of an alternative flight (if available) if you wish to transfer after tickets have been issued. For other travel services, many suppliers will not allow name changes and you may have to pay the full cost of the service in the event of a name change. Please note that where an outbound portion of your flight coupon is not used, the return sector will be automatically cancelled by the airline and the entire ticket will be classed as void. No automatic right to any refund exists for such part-used tickets.

8. Charges in the event of a cancellation: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim the charges below. We will deduct the cancellation charge(s) from any monies you have already paid to us.
   1. Packages and Accommodation-only: In order to cover our expected losses from the cancellation of the booking there is a set scale of charges which must be paid by you if you or anyone travelling with you cancels. Note: These cancellation charges apply to all bookings, except in circumstances where a booking includes items or services where our suppliers own cancellation charges exceed those shown below. In these circumstances any additional cancellation charges will be advised at the time of booking. Please ensure you are certain of the fees applicable to your booking by asking us before proceeding to book your arrangements.
      
      

      Time we receive your notice to cancel before departure	Cancellation charge (Package Holidays)	Cancellation charge (Accommodation Only)
      More than 70 days before departure	Loss of deposit	Loss of deposit*
      70 to 57 days before departure	30% cost of the holiday (or loss of deposit if greater)	30% cost of the accommodation (or loss of deposit if greater)*
      56 to 29 days before departure	50% cost of the holiday (or loss of deposit if greater)	50% cost of the accommodation (or loss of deposit if greater)
      28 to 15 days before departure	80% cost of the holiday (or loss of deposit if greater)	80% cost of the accommodation (or loss of deposit if greater)
      14 to 0 days before departure	100% cost of the holiday	100% cost of accommodation

      
      *Accommodation Only: Accommodation booked to coincide with peak periods or special events or when we negotiate special offer rates with our accommodation providers may be non-refundable once booked. Where this applies, you will be advised at the time of booking. In the event of cancellation by some but not all party members, additional charges may be payable (for example, where a twin or double room will only be occupied by one person). Any such additional charges must be paid at the time of cancellation or with the balance of the cost of the arrangements as advised.

   2. All Other Services and Travel Arrangements including Flight-only: If you need to cancel you must contact your travel agent. Cancellation charges vary depending upon the services booked and will be higher the later you cancel. A minimum cancellation fee of £50 will apply regardless of the value of the service cancelled. In some cases it may not be possible to offer any refunds for certain services such as air tickets once a booking has been made. The cancellation charge of flight only bookings will be 100% of the cost of the booking unless otherwise stated. Please ensure that you are certain of the fees applicable to your booking by asking your travel agent or us before proceeding to book your arrangements. Air tickets returned to us for a refund are subject to an administration fee of £ per ticket. Refunds will not be paid by us until they have been received by us from the relevant airline or consolidator.
9. Charges in the event of a change: In the event we can meet your requested change, you will have to pay £50 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a charge of up to 100% of that part of the arrangements in addition to the charges above.
10. Changes and cancellation by us: Where we refer to a ‘price reduction’ in this clause, we mean that we will give you an appropriate reduction in the price you paid for the arrangements affected for any period during which there was lack of conformity, (unless that lack of conformity is attributable to you). Where we refer to ‘compensation’, we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity subject to the limitations and exclusions in section B of clause 12.
11. Changes & cancellations to package arrangements before: Most changes will be insignificant and we reserve the right to make them. We will have no other responsibilities to you in respect of any insignificant changes. Examples of “insignificant changes” made before departure include, but are not limited to the following:
    • A change of outward departure time or overall length of your arrangements of twelve hours or less.
    • A change of accommodation to another of the same standard or classification.
    
    

    Occasionally we may have to make a significant change to your confirmed arrangements and we reserve the right to do so. A significant change is one where we significantly alter any essential element of your arrangements (other than the price) owing to circumstances beyond our control. Examples of “significant changes” made before departure include the following:

    1. A change of location for the whole or a significant part of your time away.
    2. A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
    3. A change of outward departure time or overall length of your arrangements of twelve hours or more.
    4. A significant change to your itinerary such as missing out one or more destination entirely.
    5. Where we or our supplier can no longer fulfil any special requirements that we have accepted and confirmed on our confirmation invoice and this will have a significant impact on your arrangements.
    6. Where we increase the price of your arrangements by more than 8% of the price of your arrangements (excluding any insurance premiums, amendment charges and/or additional services).
       If we have to make a significant change or cancel before departure, we will inform you without undue delay and if there is time to do so before departure, we will offer you the choice of the following options:-
       1. agreeing to the changed arrangements in the case of a significant change,
       2. accepting the cancellation or terminating the contract for the arrangements and receiving a refund (without undue delay) of all monies paid; or
       3. accepting an offer of alternative arrangements of comparable standard from us, if available.
          (In the event that any proposed change or alternative offered results in a reduction or increase in the price you have agreed to pay or an increase or decrease in the quality of arrangements we have agreed to provide, we will also notify you of any price reduction or additional amount due).
          You must notify us of your choice within 7 days of our offer. If you fail to do so, we will contact you again, re-iterating the above choices and sums payable or refundable and if you again fail to respond within 7 days, we may terminate the contract and refund all payments made by you without undue delay.

12. Compensation: Subject to the exceptions detailed below and where your arrangements are a package, we will, where appropriate, pay you reasonable compensation, subject to the limitations and exclusions in section B of clause 12.
    1. We will not pay you compensation where:-
       1. we make a significant change or cancel before you have paid the final balance of the cost of your arrangements;
       2. we make a significant change or cancel as a result of unavoidable and extraordinary circumstances as set out in clause 9;
       3. we cancel your arrangements no later than 20 days before they are due to start because the minimum number of participants to run them has not been reached.
    2. We will not make a price reduction or pay you compensation; and the above options will not be available where:-
       1. we make an insignificant change;
       2. we cancel as a result of any failure by you (including a failure to make payment in accordance with these terms);
       3. where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
13. Changes & cancellations to package arrangements after departure: If we become unable to provide a significant proportion of your package arrangements after you have departed, we will try to offer you suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract. If the alternative arrangements we make are of a lower quality than those you originally booked, we will make a price reduction. Where our original agreement included return transport we will also provide you with equivalent transport back to your place of departure without undue delay or additional cost. You may reject the proposed alternative arrangements only if they are not comparable to what we originally promised to provide or if the price reduction we offer is inadequate. Where we are unable to make suitable alternative arrangements or you reject the proposed alternative arrangements in accordance with this clause, where appropriate and only where your arrangements are a package, we will pay you compensation subject to the limitations and exclusions in clause 19. Where we are unable to ensure your return from a package as agreed because of unavoidable and extraordinary circumstances defined in clause 15, we will bear the cost of necessary accommodation if possible in an equivalent category for a period not exceeding
    1. 3 nights per traveller (exceptions apply in respect of persons with reduced mobility and people travelling with them, pregnant women and unaccompanied minors, as well as persons in need of specific medical assistance, provided that we have been notified of their particular needs at least 48 hours before the start of the package); or
    2. where a different period is specified in any passenger rights legislation applicable to the relevant means of transport for your return, for the period specified in that legislation. The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any other expenses or losses you may incur as a result of any change or cancellation.
14. Changes & cancellations to all other bookings by the supplier: We will inform you of any changes or cancellations to arrangements we have sold you as agent for other suppliers as soon as reasonably possible. If the supplier offers alternative arrangements or refund, you will need to let us know your choice within the time frame stipulated by the supplier. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.
15. Unavoidable and extraordinary circumstances: Except where otherwise expressly stated in these booking conditions we will not be liable or pay you a price reduction or compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond the control of the party who seeks to rely on them which we or the supplier(s) of the service(s) in question could not avoid even if all reasonable measures had been taken. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute unavoidable and extraordinary circumstances.
    
    • Assistance to those travelling on a package in the event of difficulty or unavoidable and extraordinary circumstances: Where you have booked a package, we will provide appropriate assistance without undue delay in the event that you experience difficulty including where you are unable to return to your agreed point of departure because of unavoidable and extraordinary circumstances as set out in this clause 9. Such assistance will extend to providing appropriate information on health services, local authorities and consular assistance; and helping you to make distance communications and to find alternative travel arrangements. We will charge a reasonable fee for such assistance if the difficulty is caused by you intentionally or as a result of your act or omission. In the event such assistance is needed please contact SITEEMAIL.
16. Complaints: If you experience difficulty or lack of conformity during your holiday, you must inform us without undue delay so that we can take steps to assist you or put things right, if you fail to do so we will be unable to consider any claim for refund or compensation. You should also contact us by emailing SITEEMAIL. If your complaint remains unresolved and you wish to complain further, please send formal written notice of your complaint to us within 28 days of the end of your arrangements, giving your booking reference and all other relevant information. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and could affect your rights under our agreement.
17. Your behaviour: If in our reasonable belief or opinion or in the reasonable belief or opinion of any person in authority, your behaviour is jeopardising the safety of aircraft, people or property therein or good order and discipline on board; or is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave your accommodation or other service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.
18. Our Responsibility: Where we refer to a ‘price reduction’ in this clause, we mean that we will give you an appropriate reduction in the price you paid for the arrangements affected for any period during which there was lack of conformity, (unless that lack of conformity is attributable to you). Where we refer to ‘compensation’, we will pay you appropriate compensation without undue delay for any damage which you sustain as a result of any lack of conformity subject to the limitations and exclusions in clause 18. Our responsibilities differ according to what you have booked:
    1. In relation to bookings of Packages: We accept responsibility as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018. Subject to these booking conditions, if we fail to arrange or perform your package arrangements in accordance with our agreement, we will remedy any resulting lack of conformity. If that is impossible or entails disproportionate costs (taking into account the extent of the lack of conformity and the value of the arrangements affected), we will instead pay you compensation subject to clause B of this clause.
    2. In relation to all other bookings: In respect of all other bookings, we act as agent for other suppliers. We have a duty to select the suppliers of the services making up your booking with us using reasonable skill and care. Except as stated otherwise in these terms, we have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers using reasonable care and skill, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

    Please note in relation to all bookings:

    • it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
    • It is a condition of our acceptance of the responsibility above that you inform us and the supplier(s) concerned without undue delay of the lack of conformity you perceive; and allow us a reasonable period in which to remedy it. Please contact SITEEMAIL.
19. Limitations and exclusions of responsibility: In these terms and conditions, our responsibilities are limited, and our duty to pay compensation is limited and excluded as follows:
    1. We will not be responsible, make a price reduction or pay you compensation for any lack of conformity, injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
       1. the act(s) and/or omission(s) of the person(s) affected;
       2. the act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable; or
       3. Unavoidable and extraordinary circumstances as set out in clause 15.
    2. We will not be responsible, make a price reduction or pay compensation:-
       1. for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
       2. for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
    3. Any price reduction or compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-
       1. whether or not you have followed the complaints and notifications procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
       2. the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
       3. deduction that we must make to take account of any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.
    4. (Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)
    5. Luggage or personal possessions and money: The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
    6. Claims covered by an International Convention: When arranging transportation for you, we rely on the terms and conditions contained within any applicable International Conventions. The extent of or the conditions under which compensation is to be paid or liability accepted will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Paris Convention (with respect to hotel arrangements). You can ask us for copies of these Conventions.
    7. Any other claims which don’t involve injury, illness, death or damage caused by us or our suppliers intentionally or negligently; or other liability that can’t be limited by law: The maximum amount we will have to pay you in respect of all such claims is three times (twice in the case of arrangements which aren’t packages) the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your arrangements.
20. Jurisdiction and applicable law: This contract and all matters arising out of it are governed by English law. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
21. Financial security for our packages: We provide security for our flight inclusive packages through the Travel Trust Association ATOL scheme. The trust ATOL number is T7173. In the event of our insolvency, you can contact the Civil Aviation Authority on claims@caa.co.uk. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. Please check your ATOL Certificate or ask us to confirm what protection may apply to your booking.
    We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder. In which case you will be entitled to make a claim under the ATOL Scheme (or your credit card issuer where applicable).
    If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
    We provide protection for our non-flight inclusive package arrangements by way of our membership of TTA, The Travel Trust Association If your holiday does not include flights, TTA will financially protect your package holiday in the same way.
22. Passport, Visa and Immigration Requirements and Health Formalities: It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www.passport. gov.uk. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk. Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. In some cases Travel Concierge may apply for a visa on your behalf. In such cases, if for any reason a visa is not granted, and you are unable to travel or use the holidays, flights or any other services booked with us then these will be subject to our standard cancellation rules. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
23. Flights: In accordance with EU Directive (EC) No 2111/2005 Article 9, we are required to bring to your attention the existence of a “Community list” which contains details of air carriers that are subject to an operating ban with the EU Community. The Community list is available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm.
    In accordance with EU Regulations we are required to advise you of the carrier(s) (or, if the carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. We are not always in a position at the time of booking to confirm the aircraft type and flight timings which will be used in connection with your flight. The flight timings and types of aircraft shown on our website, in this brochure and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched - we will contact you as soon as possible if this occurs, but in any event we advise you to check flight times with the airline 24 hours prior to departure. Please reconfirm your flight times for your return journey in case of any change after you have made your outbound journey. Any change in the identity of the carrier, flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the provisions of clause 8 (Changes and cancellation by us) will apply.
    Where applicable, under the Denied Boarding Regulation (EU 261/2004), if you have been denied boarding, your flight has been cancelled or it has been significantly delayed, it is the airline’s duty to look after you. This means providing food, drinks, and some communications.
    If you are delayed overnight, this also means a hotel and travel to and from it. Full details of these rights will be publicised at EU airports and will also be available from airlines. We have no liability to you in these circumstances whatsoever and your claim for this assistance and any compensation must be made directly to the airline. Liability of an airline under EU 261/2004 will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment.
24. Delay: We cannot accept liability for any delay which is due to unavoidable and extraordinary circumstances as set out in clause 9. A delay to or cancellation of your transport service does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your transport. However, you may be entitled to claim under the delay section of your travel insurance policy.
25. Booking Condition Amendments and Right to Refuse Travel Arrangements: We reserve the right to add, withdraw and/or amend any of our Booking Conditions at any time and without notice and furthermore reserve the right to refuse any booking.
26. Severability: If any provision of this agreement is found by any court or authority of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the remaining provisions of the agreement, which shall remain in force and effect.

Booking Conditions

The following Booking Conditions together with our privacy policy and, where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking govern your booking with Travel Concierge, a company registered in England with company no: 10600450 and registered office address of 1st Floor 85 Great Portland Street, London, England, W1W 7LT ( “IH”, “we” “us” and “our”). Please read them carefully as they set out our respective rights and obligations. References to "you" and "your" in these Booking Conditions mean all persons named on the booking (including anyone who is added or substituted at a later date) or any of them. These Booking Conditions apply only to bookings made after 1 July 2018. Bookings made prior to that date are subject to different terms and conditions, which you agreed to at the time of booking and which are available upon request.

References to “Travel Arrangement(s)” in these Booking Conditions are to the accommodation, flights, transport, and other services we feature on our website. References to “Supplier/Principal” means the third party supplier of the Travel Arrangements including but not limited to accommodation providers, transfer providers, car hire companies, and airlines.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:

1. has read these Booking Conditions and has the authority to and does agree to be bound by them;
2. consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements);
3. is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
4. accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Please Note: We act only as an agent in respect of all bookings we take and/or make on your behalf.

1. Your Contract

   When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Travel Arrangements, as specified on your confirmation invoice. All Suppliers and Principals we deal with are members of ATOL and ABTA. Accordingly, your money will be protected by the financial protection scheme offered by these organisations.

   Your booking with us is subject to these Booking Conditions and the specific terms and conditions of the relevant Supplier/Principal(s) you contract with and we advise you to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal's liability to you.

   All bookings are subject to availability at the time of booking. We do not guarantee that any of the Travel Arrangements we advertise will still be available at the time of booking. We will inform you as soon as possible after placing an order if, for any reason, the Travel Arrangements you have sought to book with us are not available.

   Unless you are paying for your holiday Travel Arrangements in cash, in which case see the paragraph below will apply, by clicking to book and entering your personal and payment details on our website/App, you are requesting us to make an offer to the Supplier/Principal to purchase the Travel Arrangements on your behalf. At this point we immediately re-contact the Supplier/Principal. Each Supplier/Principal will still require a short period of time to confirm that your chosen Travel Arrangements are still available. The order summary email sent to you is NOT contractual acceptance of the Travel Supplier's ability to provide these Travel Arrangements, it is an acknowledgement that we have received your offer, and should the Travel Arrangements be available as detailed on our website/App then, once you have a received your order confirmation, you have entered into a legally binding agreement to purchase these Travel Arrangements subject to the Supplier/Principal’s terms and conditions, and these Booking Conditions.

   If you are paying for your Travel Arrangements in cash, by clicking to book, entering your personal details and requesting the “pay by cash” option on our website, you are requesting that we generate a barcode which will allow you to make a payment to us in relation to the Travel Arrangements you have selected. When we receive confirmation that you have made your cash payment, we will make an offer to the Supplier/Principal, as detailed in the paragraph above

   Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you a booking confirmation email with a booking reference number.

   As an agent we accept no responsibility for the acts or omissions of the Supplier/Principal or for the Travel Arrangements provided by the Supplier/Principal.

2. Booking

   When you make a booking, you will have the opportunity to review/confirm all the details of the booking before making payment. Once you have reviewed and confirmed these details and made payment of the appropriate sum, we will proceed to make the booking with the Supplier/Principal.

   Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Any changes to these details will incur the charges stated below. Please ensure that the names given are the same as in the relevant passport. The booking information that you provide to us will be passed on only to the relevant Supplier/Principal 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 Supplier/Principals, whether in the EEA or not, we will be unable to provide your booking. Please click here for full details of our privacy policy.

   Group Bookings: If larger groups want to be sure of sufficient availability for any Travel Arrangements they should call our contact centre. If two parts of the same group book online on two separate bookings and availability expires between the two bookings we regret therefore that we are unable to cancel the first booking without applying cancellation charges (see clause 11 below).

   In resort transfers: unless you have reserved a transfer separately during the booking process or subsequently, no flight or hotel booking includes a transfer. Please ensure that the hotel you have selected is accessible from the airport you have chosen to fly to. At times the hotel suppliers or airlines involved in your booking may offer a free of complimentary resort transfer. We will pass on this offer to you however the provision, delivery and services standards of this transfer are the responsibility of the hotel/airline provider and the third party involved in their delivery.

3. Payment

   In order to book your chosen Travel Arrangements, you must make payment as outlined in this clause, or otherwise requested by the Supplier/Principal of the Travel Arrangements. You must also pay all applicable insurance premiums and booking fees.

   Payment on booking

   You are required to make full payment at the time of booking in the following circumstances:

   1. when you make any booking within 14 days of your departure date; and
   2. when you book for Travel Arrangements with a non-refundable hotel.

   For all other bookings, you are required to pay a non-refundable deposit at the time of booking.

   Instalment Payments

   You can pay for your Travel Arrangements in instalments. We will tell you when you book with us how many instalments will be involved, the amount of each instalment and the payment due dates. This will be confirmed in your booking paperwork. Our administration fee of £4.95 (which covers our administration costs for managing multiple payments) will be payable in relation to each instalment and is clearly displayed when you make your booking.

   Should you wish to pay for your Travel Arrangements in full at the time of making your booking you are entitled to do so and may be entitled to a discount for doing so.

   Payments of instalments due must be received by IH no later than the payment due date confirmed on your booking paperwork. Where you fail to pay us of your own accord, the last card added to the system will be automatically debited for the amount due. If this card fails and we hold other cards against your order we will also attempt to debit the outstanding amounts from those cards. If you wish us to debit an alternative card then please contact our customer service department or log on to manage your booking and make payment with the alternative card BEFORE the payment due date.

   To increase security around payment collections, when you make a payment we store tokens (created from your card details so that we do not hold your card information) to make any subsequent instalment collections automatically. We will always attempt to collect money from the last card you used first.

   Taxes

   The local authorities in certain countries may impose additional taxes (tourist tax, etc), which have to be paid locally (e.g. at the hotel). You are exclusively responsible for paying such additional taxes.

4. Failure to make payment

   Should we be unable to collect all outstanding instalments from you before the date on which you are due to fly we reserve the right to cancel the booking made on your behalf and you will forfeit all monies paid by you for such booking. In addition, if for any reason we do not receive payment, we may be required to notify the other Supplier/Principals who may take the decision to cancel your booking and charge the cancellation fees set out in their terms and conditions. In these circumstances you will be liable of a loss of all monies previously paid.

   Rejected Orders booked within 3-7 days of departure: Because of standard banking procedures, once you have submitted an Order that you are paying for by credit or debit card and your payment has been authorised, your bank or card issuer will "ring-fence" the full amount of your Order. If your Order is subsequently rejected by our system or cancelled for any other reason, your bank or card issuer will not transfer the funds for the Order to us, and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that we will not be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.

5. Accuracy

   We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the Travel Arrangements that you wish to book before you make your booking. Where the Travel Service or price has been listed incorrectly and the booking has already been confirmed, we reserve the right to cancel the booking and refund all monies paid to you.

6. 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 Travel Arrangements at the time of booking.

7. Insurance

   Many Supplier/Principals 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, as well as ensuring you have cover for any activities you have booked, including additional cover for skiing/extreme sports/adventure travel and all other activities you have booked.

   If you choose to travel without adequate insurance cover, neither the Supplier/Principal nor we will be liable to you for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

8. Special Requests

   Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing but we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Supplier/Principal is not confirmation that the request will be met.

9. Fitness to Travel and Medical Conditions

   We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Travel Arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen tour.

   Acting reasonably, if the Supplier/Principal is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Supplier/Principal’s behalf or, if you did not give us full details at the time of booking, we will inform the Supplier/Principal who may cancel it and impose applicable cancellation charges, when we become aware of these details.

10. Changes and Cancellations by You

    Any cancellation or amendment request must be sent to us by accessing your booking online and will be processed by our Amendments Team. 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 the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Travel Arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their terms and conditions (which may be as much as 100% of the cost of the Travel Arrangements and will normally increase closer to the date of departure). In addition, you must pay us an administration fee as set out in the table below. We will notify you of the exact charges at the time of amendment or cancellation.

    Requested Change	Administration Change
    In flight extra requests after booking confirmation e.g. pre booking seats or adding hold baggage	Supplier/Principal’s Charge + £30.00 administration fee per booking to IH
    Change of hotel	Cancellation of original hotel + cost of new hotel + £80.00 administration fee to IH
    Change of dates	Cancellation of original holiday + cost of new holiday + £80.00 administration fee to IH
    Change of title, initial, first name or surname after booking confirmation	Supplier/Principal’s Charge + £30.00 administration fee per person to IH
    Add Passengers to the booking	Supplier/Principal’s Charge + £50.00 administration fee per person to IH
    Remove Passengers from the booking	Supplier/Principal’s Charge + £30.00 administration fee per person to IH

    Please note:

    • Some Supplier/Principals do not allow changes and therefore full cancellation charges will apply;
    • Administration fees are non-refundable in the event you cancel your booking.

11. Changes and Cancellations by the Supplier/Principal

    We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Travel Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative travel arrangements offered by the Supplier/Principal but we will have no further liability to you.

12. Complaints

    As the contract for your Travel Arrangements is between you and the Supplier/Principal, any queries or concerns about your Travel Arrangements should be addressed to them in the first instance. If you have a problem with your Travel Arrangements whilst using them, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

    Important: claims/complaints about injuries or illness

    In the unfortunate event that you suffer an injury or an illness while you are on holiday, and you believe this is the fault of one of the Supplier/Principals, it is very important that you notify the Supplier/Principal while you are on holiday.

    Accommodation providers will not accept claims for illness or injury unless the issue is reported to the hotelier at the time whilst in the hotel. You will often be asked to sign a document agreeing to a specific claims process when you arrive at a hotel. This is as a result of an increasing number of fraudulent claims being received.

    Since 2013, there has been more than a 500% increase in the number of compensation claims for holiday sickness with tens of thousands of claims in the past year. Evidence suggests many of these claims may be exaggerated or fraudulent. As a result, Travel Concierge are backing the ABTA “Stop Sickness Scams” campaign. If we believe any claim to be fraudulent then action may be taken in the hope of protecting those with genuine claims.

    If you remain unsatisfied, you can inform us, in writing by emailing SITEEMAIL immediately on return to the UK and, in any event, within 28 days of your return whereby we will endeavour to assist in our capacity as an agent by liaising with the Supplier/Principal on your behalf.

    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.

13. Our Responsibility for your Booking

    Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the Travel Arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Travel 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 the commission we earn on 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.

14. Force Majeure

    Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport, air traffic control strikes, flight cancellations and all similar events outside our or the supplier(s) concerned control.

    Brexit Implications: please note that certain Travel Arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.

15. Visa, Passport and Health Requirements

    It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

    Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit https://www.gov.uk/browse/citizenship/passports. Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check https://uk.usembassy.gov. For European holidays you should obtain a completed and issued form EHIC prior to departure.

    Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit https://www.gov.uk/travelaware.

    Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

    We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

16. Law and Jurisdiction

    These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

17. Accommodation Ratings and Standards

    All ratings are as provided by the relevant Supplier/Principal or are IH’s own average ratings based on our industry knowledge and customer feedback. Our own ratings are clearly marked and 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. We have made reasonable efforts to establish the official rating of the accommodation and include this within the description of the accommodation on our website.

18. Documentation & Information

    All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question are intended to present a general idea of the services provided by the Supplier/Principal. 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 Travel Arrangements or any other services please contact us.

19. Foreign Office Advice

    You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see clause 14).

20. Your Behaviour

    You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Supplier/Principal’s opinion or in the opinion of 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 other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Supplier/Principal reserves the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Supplier/Principal prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because 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.

21. Flights

    Flight times and tickets
    Flight times shown are provisional and may be subject to change, as per the booking conditions. You should ensure that you have your flight reference number which will be required for check-in. The flight reference and check-in procedures are included in the booking confirmation email we send to you. Some flight providers will require this check-in procedure to be carried out online. Failure to check-in online will result in check-in fees at the airport which you will be liable to pay for.

    Data
    The flight information advertised comes from all the major airlines. The data is regularly updated. Seat availability and pricing is at the operator's discretion and is subject to availability. Please be aware that prices can fluctuate.

    Luggage and other flight extras
    Certain airlines consider hold luggage to be an optional extra. When you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you at the time of booking. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold luggage on your trip then you will receive the standard hand luggage allowance as detailed in the airlines booking conditions. This will normally be between 5 and 10kgs. Bags must be no larger than the dimensions allowed by the airline in question for carry-on luggage. For further information please refer to the airline booking conditions.
    All airlines have a standard hand luggage allowance which is included in our online prices. Allowances differ significantly from airline to airline. The allowance you are entitled to will be shown in the booking conditions of your airline which are displayed at the bottom of your documentation. Where you require additional luggage allowance this can be added to the booking prior to checkout and paid for.

    Our online prices do not include in-flight meals.

    Please note where flight extras (such as bags and meals) are added at or after the time of booking they cannot be removed, cancelled or refunded.

    Please note, generally airlines have a policy that bookings are non-refundable.

    We will purchase the flight seats on your behalf directly from the airline. In the case of some airlines, we will use the payment details you provide to purchase the flight seats on your behalf and you agree that we can use the payment details you provide to do so. Where this is the case, you will see two separate transactions on your card statement; one will be for the cost of your flights with the airline and the remainder will be your payment to IH including our service fees.

    Multiple airlines, triangular flights and 2 x one-way flights
    Where we book a multiple airline, triangular flight (different UK airports for outbound and inbound e.g. fly out of Manchester and fly in to Liverpool) and or 2 x one-way flights on your behalf we will be making two separate flight bookings with two separate flight suppliers or at times the same flight supplier. In certain cases in order to ensure our prices are as competitive as possible for all customers, we will book a return flight (same airline, same route) as 2 one-way flights - one booking will be for the outbound leg of your flights and another for the inbound leg of your flights. When making a multiple airline or triangular flight booking the different UK airports will be displayed throughout the booking process and a multiple airline logo will be shown.

    You will see two flight vouchers displayed on your paperwork, two flight references and at times two separate flight suppliers booking conditions. This does not affect your travel arrangements in any way and you simply use the correct voucher to check-in for each leg of your journey.

    Scheduled flights
    Our website/App offers scheduled flights from all the major airlines. Please note that in certain cases these flights may be indirect and fly via other airports. The flight display will show the take- off time from the departure airport and the landing time into the destination airport correctly. Where an in-direct flight is offered full details of any flight stopovers will be made clear to you at the time of booking. Please note many scheduled flights are non-amendable and non-refundable once booked.

    Ryanair Seating Reservations
    Ryanair have introduced a policy of mandatory seat reservations for parties travelling with one or more children under the age of 12 on the date of travel. This means that for every four children (or less) on a booking, one adult MUST have a reserved seat at a cost of £4. The children will then also be allocated a reserved seat at no additional cost.

    Travel Concierge will implementthis policy by booking a single seat reservation on the flight for ONE adult in a party and up to four children. Parties with more than four children will have an additional adult seat reservation made for a further £4.

22. Hotels

    Hotel Booking Procedure
    Unless otherwise requested at the time of booking, standard internationally accepted practice dictates that your accommodation will be booked from the day that you depart the UK for the required duration. The dates and times of your accommodation booking will be included on your accommodation voucher (please check this carefully). After registration, on arrival at your accommodation, you will be allocated a room. When travelling on flights departing the UK after midnight, your room will be reserved from the previous day. You must normally check-out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. We will request a late check-out for the room, however this is not guaranteed. If we were not to book the hotel until the day that you land (for flights landing in the early hours of the morning), you would not be able to access your room for several hours after your arrival in the hotel. Your flight details are included in the booking details we pass to hotels so hotel staff should be aware of your flight timings. They will also be notified on your booking that you require a late check-out. Most hotels provide this late checkout facility. This will usually incur a small charge payable on the spot (it is impossible for us to prepay this charge) and should be requested at the start of your stay so as to avoid disappointment.

    "Kids Included" Policy
    Our "Kids Included" policy applies to selected hotels only, which are subject to availability. Prices for adults may change according to the number of adults booked per room. Where there is only one adult per booking, you may be liable to pay a single occupancy supplement for the room you choose. This supplement may range from 10 to 100% of the standard room rate, meaning that the price for the room may be the same as if there were 2 adults per booking. In addition, prices may vary according to the board basis of the booking and/or the ages of the children included in the booking.

    IH's pricing policy means that the price you see displayed on the hotel page is the price you pay per adult for the whole room. Children are included in this price so there are no additional room costs to pay for them. Some Supplier/Principals may impose a limit on the number of children that can stay in each room. This is not controlled by IH in any way.

    Non-Refundable Rooms
    If you book a non- refundable room you will not be able to cancel nor amend your booking and no refund will be available. Deposit payment options are not available on bookings which include non- refundable rooms. Full payment is required at the time of the booking.

23. Holiday Checklist

    Before you travel on holiday you are required to complete your 'Holiday Checklist' which can be found in the 'My Bookings' area of our website. The Holiday Checklist is available for completion at least 2 weeks before you travel. We will send you an email notifying you when your Holiday Checklist is available for completion.

    We will send you regular reminders that your Holiday Checklist needs to be completed in the period before your departure. You must have completed your Holiday Checklist at least one week before you depart.

    If you have not completed your Holiday Checklist one week before your departure we will contact you by telephone. If we complete the Holiday Checklist for you over the telephone this may incur an administrative charge of up to £5.00 per booking.

Privacy Policy

At Travel Concierge, your privacy is important and we are committed to doing everything we can to protect any personal data that you give to us. Please continue reading this Privacy Notice to understand how we use and protect your personal data. Please also read our separate Cookie Statement, which explains how we use cookies and other similar technologies when you use our websites and apps. If you have any questions about what we do with your personal data after reading this notice, feel free to contact us using the contact details provided below.

This Privacy Notice covers all platforms through which we offer travel-related services, this includes our Website, our app and where you interact with us on social media such as Facebook (in which case you should also refer to those social media sites' privacy notices).

The data controller of the personal data referred to in this Privacy Notice is Travel Concierge, a limited liability company registered at 1st Floor 85 Great Portland Street, London, England, W1W 7LT and with registered company number 10600450.

All references in this Privacy Notice: to our "Website" refer to the website at http://travelconcierge.club/, to "we", "us" and "our" refer to Travel Concierge; and to "you" and "your" are to you, the user.

What kind of personal data do we collect?

When you book a holiday with us, you will be required to provide us with certain information, including your name, address, e-mail address and phone number and payment information.

If you fill in a booking form but don’t actually complete the booking, we will use your information (which we will have collected using cookies) to check in with you as to whether you need any assistance and whether you would like to complete your booking. For more information about how we do this (and how to prevent this if you wish to do so), please see our Cookie Statement.

There are also other instances when you’ll provide us with information, for example if you sign up for alerts and/or updates, register to use our Website or App, enter one of our competitions or complete a survey.

Personal data you give to us about others

If you are travelling with others or booking a holiday for someone else, you will need to give us personal data about them when making the booking, for example their name and age. It is your responsibility to ensure that anyone who you have provided personal data about is aware and happy that you have done so and is aware of how we use and process their information.

Personal Information we collect automatically

When you visit our Website, even if you don’t make a booking, we will automatically collect certain information such as your IP address, the date and time you accessed the Website, the hardware, software or internet browser you use and information about your visit, including pages you viewed and interaction information.

If you are using a mobile device, we may collect data that identifies your mobile device, location details and any specific settings.

For more information, please see our Cookie Statement.

Personal data that we receive from others

We may also receive information about you from your travel agent for the purpose of carrying out a booking you have made with that agent. In that circumstance, we will only use your personal data to carry out that booking unless we have your permission to do otherwise.

What do we do with your personal data?

Once we have collected the information about you, it will be used for the following purposes:

• Bookings: Put simply, we will use your personal data to provide to you the services that we sell, which may include flights, hotels, transport, insurance and other ancillary products. We need certain information about you, so we can fulfil our obligations contained in the contract that you enter into with us when you make a booking.
• User Accounts: The information that you provide when you set up an account on our website or app allows us to provide you with services including the ability to manage your bookings, personal settings and access to special offers.
• To communicate with you in relation to your holiday: We will use the contact information you have previously shared with us to communicate with you in relation to your holiday and to provide you with information relevant to your holiday. For example, helpful information about the destination to which you are travelling, security alerts, administrative messages about your holiday and emails to remind you to fill in your Holiday Checklist.
• Customer Services: You are free to contact us about our services at any time, whether this is a general query, a question about your booking or to report a problem on our website. We will use the information that you have provided to help us answer any questions and respond to your query (along with any future queries that you may have). If you contact us by telephone, your call may be recorded for quality control and training purposes but we will always ask for your consent before recording communications for these purposes.
• Personalisation: We will use information we hold about you, such as the products and services you have purchased from us in the past, to enable us to show you the products and services we think you will like on our website and app and communicate these with you, such as the recommended deals and special offers we put to you. For example, we will save your searches in order to tailor future searches you make to your needs. If you would like to turn off this functionality you can do so via your account.
• Marketing: Where you place an order with us and you have not opted out (or in any other case, if you have opted in to receive marketing by e-mail or text message), we may contact you by e-mail or text message with information about other goods and services that we offer that are similar to those that you have already purchased or enquired about and we think may interest you based on the information we hold about you. We may also use your contact details to contact you by phone or post with details of products and services that we think may be of interest to you (unless you have told us you don't want to receive these communications or you are registered with the Telephone Preference Service).
• Corporate transaction: We may use your data in connection with a corporate transaction such as the sale of a subsidiary or a division, merger, consolidation or asset sale.
• Promotional Activities: If you participate in our promotions (such as surveys or competitions) we will use the information you provide to administer these activities.
• Improving our services: Sometimes we will use your data to help us improve the quality and functionality of the services that we offer.
  This includes:
  • analysing your recent visits to our website and app and how you move around different sections of our website and app for analytics purposes to understand how people use our website so that we can make it more intuitive.
  • troubleshooting, data analysis, testing, research and for statistical and survey purposes by us, all of which helps us to provide the best service that we can.
  • in some circumstances we may send data about our website and app users in aggregate, anonymised or pseudonymised form to third parties for them to provide these services to us – this is explained in more detail under "When do we share your data with third parties?" below.

Legal basis for processing personal data

Our legal basis for collecting and using the personal data described above will depend on the personal data concerned and the specific context in which we collect it.

However, we will normally collect personal data from you under the following legal bases:

• Performance of a contract: If we have obligations under a contract with you, we will use your information to perform our obligations to you. For example, if you make an online booking on our Website, we will use the information that you provide us with when making the booking to complete and administer the reservations with the relevant third party suppliers.
• Consent: You will be asked to consent to us providing you with marketing information and if you give us this consent, we will rely on this when contacting you with marketing information by e-mail and text message (although please note that in limited circumstances we are allowed to send marketing information to you without your consent). You can opt-out of receving marketing communications from us at anytime by contacting us using the details at the end of this policy, by using the link at the bottom of each email that we send to you or by logging in to your account and changing your contact preferences.
• Legitimate interests: We will use your information for our own legitimate interests, for example, to provide you with the best suitable content on our Website or app, to improve and promote our services and for our own administrative purposes including creating and maintaining business records of our relationship with you.
• Legal requirements/vital interests: In some cases, we will have a legal obligation to collect personal data from you (for example, for us to comply with tax laws which require us to collect and retain records of products and services that we sell) or where we need the personal data to protect your vital interests or those of another person (for example, if you are involved in an emergency and we need to provide the details which we hold about you to the emergency services).

How and where will your data be processed?

Any information that we hold about you is stored on our secure servers and all payment transactions are encrypted. Only authorised personnel are permitted to access personal data in the course of their work. Whilst we do our best to protect your personal data, no information transferred over the internet can be guaranteed to be completely secure and you provide your information at your own risk.

When your credit card details are required as part of the booking process we store the last 4 digits and an authorisation token. In the case of some low cost airlines, we will use the payment details you provide to purchase the flight seats on your behalf and will use the payment details you provide to do so.

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"), including (in some instances) where we transfer your data to our suppliers so that they can assist us with providing our services to you. Where your information is transferred outside of the EEA, we will take steps to ensure that the information receives the same level of protection as if it remained within the EEA, including by entering into data transfer agreements, using the EU Commission approved Standard Contractual Clauses, or by relying on certification schemes such as the EU-US Privacy Shield. You have the right to details of the mechanism under which your data is transferred outside of the EEA – for this information, please contact us using the details set out under "How can you contact us?" below.

When do we share your data with third parties?

In certain circumstances we do share your personal data with parties outside of Travel Concierge. The third parties who we share your personal data with include:

• Our suppliers: If you make a booking with us, it is necessary for us to share your reservation data with relevant third parties, such as hoteliers, airlines, insurers and ground-handling agents, to complete your booking. This may include your name, contact details, payment details, the names and ages of any guests travelling with you, along with any preferences or special circumstances you told us about when you made your booking. If you contact us with a query about your booking we may pass this on to our suppliers if they are better placed to help you.
• Our group companies: Your details may be shared with other companies in our corporate group who process information for purposes that are described in this Privacy Notice for analytical purposes or to support the services that we provide to you.
• Third party service providers: TThis includes anyone who provides services or functions on our behalf, including credit card processing, business analytics, advertising, administration of competitions and promotions, collection of customer feedback and customer service. We use these service providers to process your data on our behalf, this may be to send our marketing material or to collate information that can be analysed to improve our service. They have access to and may collect information only as needed to perform their functions and are not permitted to share or use information for any other purpose. Where we provide data to third party service providers for them to provide data analysis or statistical services for us, we will only ever send them aggregated, anonymised or pseudonymised data.
• Payment Providers and other financial institutions: If you request a chargeback for your booking, it may be necessary for us to share certain reservation details with the payment service provider and the relevant financial institution so they can handle the chargeback. This may include a copy of your booking confirmation or the IP address that was used to make your reservation.
• Any competent law enforcement body, regulator, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights (including to investigate any suspected fraudulent or other criminal activity), or (iii) to protect your vital interests or those of any other person.
• Potential Buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal data only for the purposes disclosed in this Privacy Notice.
• Any other person (with your consent to the disclosure. Any information that is collected from you directly by hotels or other suppliers or which you share through social media platforms such as Facebook is not covered under this Privacy Notice and we would urge to check their own privacy policies before handing over any of your personal data.

Retention of your personal data

When we have no ongoing legitimate business need to process your personal data (for example, to provide products or services to you or to retain records to manage any claims which you or we may have in respect of the products and services we provide to you), we will either delete or anonymise it or, if this is not possible (for example, because your personal data has been stored in backup archives), then we will securely store your personal data and isolate it from any further processing until deletion is possible.

What rights do you have in relation to your personal data?

You have the following rights in relation to the personal data that we hold about you:

• If you wish to access, correct, update or request deletion of your personal data, you can do so at any time.
• You can object to processing of your personal data, ask us to restrict processing of your personal data or request portability of your personal data.
• You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the “unsubscribe” or “opt-out” link in the marketing e-mails we send you. To opt-out of other forms of marketing (such as postal marketing or telemarketing), then please contact us.
• Similarly, if we have collected and process your personal data with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal data conducted in reliance on lawful processing grounds other than consent.
• You have the right to complain to a data protection authority about our collection and use of your personal data. For more information, please contact your local data protection authority. The Information Commissioner's Office is the data protection authority for the UK

If you would like to exercise any of your above rights please contact us using the contact details provided under the “How can you contact us”heading below [link]personal data. We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

What about data that is collected through a mobile device?

We offer a free app for a variety of mobile devices which can be used to access our services as well as versions of our regular website that have been optimised for mobile and tablet browsing. These mobile sites work in a similar way to our website. We use cross-device tracking, which allows us to track user behaviour across multiple devices. We use this to optimize marketing activities and the service that we provide to you, so advertisements shown to you on other websites may be offered based on your activities on linked devices (please see our Cookie Statement for further information on this).

How do we treat personal data of children?

Our Website and app is not intended to be used by children under 18 years of age. We only process information about children with the consent of the parents or legal guardians.

Changes to our Privacy Notice

We may update this Privacy Notice from time to time in response to changing legal, technical or business developments. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Notice changes if and where this is required by applicable data protection laws.

How can you contact us?

If you have any questions about this Privacy Notice or wish to exercise any of your data protection rights, please contact our Data Protection Officer at:

Email: enquiries@travelconcierge.co.uk

Post: Should be sent for the attention of the Data Protection Officer to:

Travel Concierge

1st Floor 85 Great Portland Street
London,
England, W1W 7LT

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