Terms & Conditions
Glen Travel and Traveldad are trading names of Glen Travel Ltd ATOL 3268
1 Our Agreement with You The following terms and conditions form the basis of your contract with Glen Travel Ltd. Your contract will be with Glen Travel Ltd, which is a member of the Association of British Travel Agents (ABTA V804X). The air holidays and flights in this brochure are ATOL Protected, since we hold an Air Travel Organiser’s Licence granted by the Civil Aviation Authority. Our ATOL number is ATOL 3268. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information, visit the ATOL website at www.atol.org.uk. All travel arrangements in this web site are sold subject to the following booking conditions. 2 Booking When you or your travel agent wish to confirm a package holiday booking, you must sign a booking form or check the box on the web site acknowledging your understanding and acceptance of our terms and conditions on behalf of everyone in your group. The terms and conditions vary depending on whether you purchase a “package holiday” consisting of transport and accommodation booked at the same time and invoiced as a fully inclusive cost or “Other Travel Arrangements” which is anything else, including accommodation or transport booked separately and subsequently itemised on your invoice. Please note that where a suppliers services form part of your booking, the suppliers standard terms and conditions will also apply. These are important in the case of “Other Travel Arrangements” where Glen Travel Ltd acts only as an agent between you and our suppliers. All travel arrangements that include flights are based on scheduled IATA airlines and are subject to their conditions of carriage. Copies of these conditions may be requested in writing. 3 Deposits & Payment When making a booking involving flights, we will require a minimum deposit of £75 per person. However payment terms are variable with different airlines, and can range from full payment at time of booking to 10 weeks prior to departure. You will be advised at the time of booking of the amount of deposit required and the payment terms for any subsequent balance due. We will then send you a confirmation invoice, after which a contract exists, subject to Scottish law unless otherwise agreed. We will require payment of the remaining balance as shown on your confirmation invoice, not less than ten weeks before your departure from the UK . If you book within ten weeks of departure from the UK we will require full payment at the time of booking. All monies paid to your travel agent are held by the agent on our behalf at all times. Deposits are non-refundable and should you fail to pay the money when it is due we reserve the right to cancel your booking and retain the deposit that has been paid. Travel documents will not be released until we have received full payment. The terms and conditions of most airlines allow for the payment terms to be varied after the booking has been made. In this event we will also require earlier payment, but the due dates for any ground arrangements will not change. 4 Cancellation by You (a) “Packages” - If you need to cancel a confirmed booking you must contact us in writing, either directly or through your travel agent, and the person who signed the booking form must sign the letter. To cover the cost of administration and cancellation charges imposed by suppliers and for the possibility that we will not be able to resell the holiday we have to make a cancellation charge. Should you cancel your confirmed booking or part of your booking, then the following cancellation charges will apply, unless previously advised. More than 60 days prior to departure Loss of Deposit 31-59 days the higher of 50% of the total 30-15 days the higher of 75% of the total 7 days or less 100% of total cost (b) Other Travel Arrangements - If you need to cancel you must do so in writing either directly or through your travel agent. Cancellation charges apply as shown above under “packages”, but may vary depending on the services booked. These will be stated at the time of booking. In all cases a minimum cancellation fee of £75 will apply regardless of the value of the service cancelled. Airline tickets may be issued at any time after payment is received and cancellation charges can be anything from £75 to 100% dependant on the airline rules. 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. Please Note In some instances, additional amendment and cancellation charges may apply to some hotels at certain times of year, including the period over Christmas and New Year. In such cases where additional charges are applicable, these will be borne by the client. Please ensure you are certain of the fees applicable to your booking by asking your travel agent or contact us before proceeding to book your arrangements 5 Alteration by You If you wish to make a change to a confirmed booking please contact your travel agent who in turn will contact Glen Travel Ltd on your behalf. Any changes made up to 56 days before departure will incur a minimum charge of £25 per change. In some cases airlines require tickets to be issued on booking and where tickets have been issued changes may be treated as a cancellation and will be subject to the charges shown in section 4. However after that date any changes may be treated as a cancellation and may be subject to the charges shown in section 4. Please Note: A change to the travel departure date once confirmed, is regarded as a cancellation and rebooking, not an alteration to the booking. Some suppliers, particularly airlines, whose special fares in some cases are non-refundable, may consider a name or other change to an existing booking, as a cancellation and rebooking, with up to 100% cancellation charges. Attraction tickets once sold cannot be refunded or redeemed. If the services booked are dependent on a minimum number of people using the service, we will have to recalculate the total cost based on the new number of passengers travelling. The cost may therefore increase but as this is not a cancellation charge, it may not be covered by your insurance. No refunds will be given for unused services unless an amendment or cancellation has been made in which case the charges shown above will apply. Any modification or abandonment of travel arranged, by the client after departure, will not be accepted as any basis for a claim against Glen Travel. Name changes. If you are prevented from taking a flight or package holiday, we will, where permitted by the scheduled airline concerned, be happy to arrange a change of name provided you give us at least 21 days notice prior to departure, provide evidence of your inability to travel and pay the cost of the changes. We will charge £25 per name change in addition to any charges levied by the service providers such as the airlines, where a name change is permitted by the airline. Once at your destination the extension of stay at any hotel, or alteration to pre-booked tour arrangements, will be subject to prices charged locally by that hotel/tour company. The cost of these additional arrangements is payable locally, direct to the hotel/tour company. 6 Cancellation by Us (a) Packages - We aim to provide the travel arrangements you have booked without any changes, however, it is possible that cancellations may be necessary due to changes made beyond our control by airlines, hotels or other suppliers. For some “package holidays” to operate a minimum number of people may be required. If sufficient bookings are not received we reserve the right to cancel the holiday, but will do so at least eight weeks before departure. In the unlikely event that your travel arrangements must be cancelled, Glen Travel Ltd will advise you or your travel agent as soon as is reasonably possible and you will be offered an alternative or a full refund. If we have to cancel your package holiday as a result of any other circumstances, we may offer you additional compensation where deemed appropriate. Note: Compensation will not be payable when the cancellation is due to events beyond our control, such as war, threat of war, riots or disturbances, terrorist activities, industrial disputes, fire, nuclear or natural disasters, health risks, problems with transport, severe weather conditions or any other similar events. (b) Other Travel Arrangements In the unlikely event that a booking has to be cancelled, for any other reason than non-payment, then a full refund will be made of all monies paid, less any amendment fees or insurance premiums. 7 Alteration by Us (a) “Packages” - Although it is unlikely, we may unfortunately have to make changes to your travel arrangements and we must reserve the right to do so. We will inform you or your travel agent of any major changes at the time of booking, or as soon as possible afterwards if you have already booked. If a major change is necessary, such as an alteration of your outward/return flights by more than 12 hours, change of resort, or reduction in standard of your accommodation, you will be offered the choice of; (i) accepting the change (ii) accepting an alternative (iii) receiving a full refund of all monies paid. If the alteration results in a reduction in the total cost of your travel arrangements, we will make an appropriate refund. We will offer appropriate compensation for the change imposed providing that it does not arise from circumstances outside our control. (b) “Other Travel Arrangements” - Where we only act as a booking agent, particularly in the case of air tickets, we may not be notified of a major change before you travel. However, where we are notified, we will advise you or your travel agent as soon as is reasonably possible. If the changes are not acceptable to you, we will offer you an alternative if available, or a full refund, as per the “packages” section detailed above. In the event of a hotel advising us of an overbooking we will always offer an alternative hotel of equal or higher standard where available. If your chosen alternative costs more, you must pay the difference, unless you have paid for your booking in full. Note: A change of airline carrier or UK departure between London airports is not considered a major change 8 Lost tickets or vouchers If your travel documents have not been received by you, or you have mislaid your travel documents, you must inform us at least 7 days prior to departure. Failure to do so may result in additional charges payable by you as special arrangements will have to be made. Tickets once sold towards an Attraction or sporting event cannot be replaced if lost. 9 Changes in Price All prices quoted are in £ Sterling . (a) Packages - The prices shown are correct at the time of printing. You or your travel agent will be notified of any changes to these prices at the time of booking. We reserve the right to increase the price after booking if any increase in price occurs in respect of (i) air fares or other transport costs, (ii) taxes or duties payable, including new taxes introduced by any government (iii) adverse changes to currency exchange rates In all cases we will pay any increase which is less than 2% of your package holiday cost, not including insurance premiums or amendment fees but increases in excess of 2% will be payable by you. If the cost of your holiday increases by more than 10% you may decide to cancel the holiday and have a full refund except for the insurance premiums or amendment fees paid after booking. If you want to cancel you must tell us within 14 days of being advised of the increase. In return we will not change the cost of your holiday within eight weeks of departure. The only exception to this offer is in respect of any government imposed charge that may be introduced to provide consumer financial protection which we may be required to collect on behalf of the government. Equally, where our costs fall by more than 2% after the package has been bought, we will pass on to you any benefit of reduced costs to ourselves as a result of changes to the items listed above. To guarantee the cost of the holiday you may pay in full within 14 days of booking in which case we promise not to make any price changes whatsoever. (b) Other Travel Arrangements If you pay in full within 14 days of booking we guarantee there will be no change to the prices after full payment is received. If you prefer to wait you may pay in accordance with paragraph 3 above, however, in such cases the prices may be subject to change and we reserve the right to pass on any increases resulting from surcharges imposed by suppliers. After your final payment has been made, no surcharges will be levied. 10 Our Liability (a) Packages - Should you or any member of your party suffer illness, personal injury or death, through any misadventure out of any activity which does not form part of our package holidays, nor part of an excursion sold through us, we shall offer you every assistance we can. This includes advice, guidance and initial financial assistance in the form of legal expenses insurance, where appropriate, up to a limit of £5,000 per person. All requests for assistance must be made within 90 days from the date of the misadventure. Where legal action is contemplated, our authority must be obtained prior to commencement of any proceedings and subject to your undertaking to assign any costs recovered or any benefits received under an appropriate insurance policy to ourselves. Assistance is given at our reasonable discretion. We are responsible for ensuring that your package holiday is of a reasonable standard and as described to you. If any part fails to reach this standard and affects the enjoyment of your holiday, we will offer reasonable compensation providing it is not due to events outside our control. Our liability in all these cases is limited to a maximum of three times the value of the services affected. Glen Travel Ltd accept responsibility for death, injury, or illness caused by the negligent acts and/or omissions of our employees or agents, together with our suppliers and sub-contractors, servants and/or agents of the same, whilst acting in the course of their employment in the provision of your package holiday. We will pay compensation equivalent to that which would be awarded in a Scottish Court , but will not offer compensation if the injury, illness or death is caused by your own fault or the fault of someone unconnected with the package, or an event that could not have been expected or avoided even with all due care. Where a claim arises out of loss or damage caused by international air, rail or sea travel or whilst resident in accommodation, the amount of compensation you will receive will be limited in accordance and/or in an identical manner to the provisions of the relevant International Convention, copies of which are available on request. This means we are entitled to have all the benefits of any limitation of compensation contained in any International Convention applicable to your holiday (b) Other Travel Arrangements - When acting only as a booking agent, Glen Travel Ltd has no liability whatsoever for any aspect of the travel arrangements and accepts no liability for any loss, personal injury or death however incurred, except where caused by our own proven negligence. 11 Complaints Procedure If you have a problem during the course of your holiday, you must inform the supplier of the service, plus a representative whose details we have provided, or telephone our offices, immediately. Failure to do so may reduce or extinguish any possible claim. We will endeavour to put things right as soon as possible. We will acknowledge all complaints on their receipt and deal with them promptly and efficiently. Any disputes which cannot be amicably settled may (if the client so wishes), be referred to arbitration under a special scheme which although devised by arrangement with the Association of British Travel Agents (ABTA), is administered independently by the Association of Independent Arbitrators. The scheme does not apply for amounts greater than £5,000 per person. There is also a limit of £15,000 per booking form. Neither does it apply to claims that are solely or mainly in respect of physical injury or illness. The application for arbitration must be made within nine months of the date of return to the United Kingdom , but in special circumstances it may still be offered outside this period. Alternatively, you may wish to take any dispute to the Small Claims Court. Full details of the Arbitration scheme can be obtained from: Association of British Travel Agents, 68-71 Newman Street , London W1P 4AH . 12 Important Information Passports/Visas/Health/Travel Advice: Passengers must be in possession of a valid passport, any necessary visas, including transit visas, plus any international health certificates required by the countries being visited. In the event that clients are refused permission to enter any country due to incorrect documentation, or health precautions, no liability can be accepted by Glen Travel and no refunds can be made. Details of health requirements can be obtained from the Department of Health’s “T5 – Health advice for travellers” booklet or web site at www.doh.gov.uk. We also recommend you check the latest Foreign Office advice on your destination before departure. This can be obtained on the internet at www.fco.gov.uk or alternatively on BBC Ceefax p470. Smoking: On most airlines smoking is not permitted. We recommend you contact your airline regarding current smoking policies for the airlines on which you intend to travel. Seat Requests: Where possible, Glen Travel will pass on any seat request to the relevant airline. However, we must stress that seating requests cannot be guaranteed and we cannot be held responsible for requested seating being unavailable at the time of check-in. Special Meals: For travellers with special dietary requirements, special meals can normally be requested and must be done so, well in advance of the travel date. Glen Travel accept no liability for any requested special meals not being available. Direct/Codeshare Flights: Direct flights showing one flight number may require a change of aircraft or touchdown en-route. Some flight routings to the USA may also require customs and immigration clearance at the first arrival airport. Due to an increasing number of global airline alliances, ‘codeshare’ flights, where one airline operates a service on behalf of another, are commonplace. Your printed itinerary will confirm details of such flights. Special Requests: any special requests (e.g. low floor, adjoining room) will be passed on to the relevant supplier. However, we cannot guarantee that it will be met and we have no liability to you. We will however, make every reasonable effort on your behalf. Some special requests may incur extra charges e.g. room with sea view, where this is the case the supplementary charge will be added to your confirmation invoice. Overseas Departure Taxes: Many countries impose airport or departure taxes. Where these can be paid in advance, the cost will be included in the ticket price quoted. Other taxes may be payable in cash at the destination. Hotel Beds: We cannot guarantee the type of beds provided, only that the room will be large enough to accommodate the number of passengers booked. Frequent Flyer Schemes: Not all airline tickets sold by Glen Travel are eligible for mileage/points accrual. We strongly advise that you check with the airline(s) concerned regarding the use of frequent flyer membership(s) with your booking. 13 Law of Contract The contract made between the Company and client shall be governed by Scottish Law.