Terms & conditions
IT MUST BE UNDERSTOOD CLEARLY WHEN BOOKING WITH SPA TRAVEL, THAT WE DO NOT SELL PACKAGE HOLIDAYS. THE ONLY ELEMENT OF YOUR BOOKING WHICH IS PROTECTED UNDER THE ATOL PROTECTION SCHEME IS THE FLIGHT ELEMENT. WE DO NOT SELL PACKAGE HOLIDAYS OR FLIGHT INCLUSIVE PACKAGE HOLIDAYS. ALL ITEMS BOOKED ARE AVAILABLE TO BOOK AT THE SAME PRICE AS SEPARATE ITEMS, I.E. IF YOU BOOK A FLIGHT, HOTEL AND TRANSFERS WITH US EACH ITEM IS ESSENTIALLY A SEPARATE BOOKING.
FLIGHT SPECIFIC BOOKING CONDITIONS
BOOKING CONDITIONS
The contract for your flights is made with Spa Travel (‘The company’ throughout this documentation), registered office Planet Court, 1 Tigne Seafront, Malta, SLM3012. When making a booking with the company you (‘The client throughout this documentation) accept that you have the authority to accept and do accept on behalf of all members of the party (passengers travelling), these booking conditions. You must also be at least 18 years of age to make a booking with us, and accept that we cannot take bookings for minors under the age of 18 travelling without a parent or a guardian. A contract exists between the company and the client upon our accepting the monies for you for your flights and sending you an ATOL confirmation invoice either electronically or by mail for the flight element of your booking. We hold an Air Travel Organisers Licence, our ATOL number is 9033 which provides for your financial protection and repatriation in the event of our financial failure, we also take out a separate supplier failure cover which provides for a refund (normally within 16 weeks) in the event that your carrier should fail. For full details of the ATOL protection scheme please visit www.atol.org.uk. The price you pay for your flight includes an applicable amount per person for the APC (ATOL Protection Contribution) which we will pay to the CAA (Civil Aviation Authority). Please note that when you book a flight with the company you accept responsibility for the proper conduct of all members of your party, we will not accept any liability for a carrier refusing boarding due to misconduct by the client or any member of their party. PLEASE ENSURE THAT YOU READ CAREFULLY AND UNDERSTAND THESE BOOKING CONDITION BEFORE MAKING A BOOKING.
PROTECTION
When purchasing an ATOL protected flight, and we have accepted your booking by providing you electronically or by mail an ATOL confirmation invoice, if we become financially insolvent and the carrier you are due to travel with has not been paid your would be entitles to a refund of monies paid for your flights by making a claim through the ATOL claims procedure. We book flights with a range of low cost, schedules and charter carriers, and at the time of booking we take out a Supplier Failure or Airline Failure insurance on your behalf, in the event that your operator or carrier fails we will make a claim on this policy and provide you with a full refund of monies paid for your flight. It is agreed that the limit of the companies liability is for the monies paid for the flights, and we are not responsible for any additional costs incurred due to rebooking or for other items either booked separately with ourselves or with other companies. IT MUST BE CLEARLY UNDERSTOOD THAT WE DO NOT SELL FLIGHT INCLUSIVE PACKAGE HOLIDAYS AND ONLY OFFER ATOL PROTECTION ON THE FLIGHT ELEMENT OF ANY BOOKINGS MADE WITH OURSELVES.
PRICES & PAYMENT
The price of your flight is shown on our website when you book or confirmed by our call centre staff, please note that due to availability issues, we reserve the right to alter the flight price before issuing confirmation, if you do not accept the new price you will be entitled to a full refund on your flight booking. Flights are payable in full at the time of booking, electronic tickets or paper tickets are forwarded to the client as soon as they are available from the relevant supplier.
The price for your flight is fixed (subject to surcharges) at the time that your booking is made, this means that if the price for your flight goes up you will not be expected to pay more, conversely if the price of your flight goes down you would not be entitled to any refund of the difference. We book flights with a number of operators and carriers, all of which operate fluid pricing, this means that due to commercial reasons the flight prices are not fixed and can go up or down from the price that you have paid for your flight. The possible surcharges where you would be required to pay an additional amount for your flight from the price you paid include but are not limited to: fuel surcharges, changes to government taxation for example vat, or changes to landing or embarkation fees. It is important that you understand that surcharges are very unlikely and we will endeavour to advise you of any charges as soon as we are informed by the carrier or operator.
Payment must be made at time of booking, and can be paid by credit or debit card, credit cards incur a 2% processing charge and debit cards incur a 1% processing charge, please note it is not possible for us to book flights without having payment.
CHANGES AND CANCELLATIONS MADE BY THE COMPANY
We book flights with a wide range of charter, low costs and scheduled carriers, who plan their flight schedules many months in advance. Please note that while we protect your flights under the ATOL scheme we do not hold any commitment on flights and are not a carrier or airline. Occasionally due to unforeseen circumstances, normally due to operational or commercial reasons we will be advised with the carrier or operator we have booked with of schedule changes or cancellations. Changes fall into two major categories:
Minor changes – A change in your flight times of less than 12 hours or a change of airport within the same city network (e.g. London). In the event of a minor change most carriers and operators will not offer free of charge cancellation or compensation. Whilst we understand that this may impact on other arrangements made with ourselves or other parties, we would do our best to assist in making any amendments but we would not be liable for any additional costs incurred. We would also endeavour to advise you by email of any minor amendments to your flight as soon as we are made aware of this from your operator or airlines. Please note if the operator or airline alter the airline, aircraft type or routing this is not classed as a material change and we have no responsibility to notify you of this in advance of your travel.
Major change – A change in your flight times of more than 12 hours or a change of UK departure airport (except between London Gatwick, Heathrow, Stansted and Luton) or a change in your resort airport (with the exclusion of Paphos and Larnaca). In the event of a major change you would be entitled to cancel your flight booking and be entitled to a refund of the monies paid for your flights. You must decide whether to cancel your flights within 7 days of being sent the notification by email or within 3 days if your departure is within 7 days. Compensation will be paid at the following rates when a major change arises, except where the major change is as a result of force majeure (see force majeure section): more than 6 weeks in advance of travel – Nil, between 4 – 6 weeks in advance of travel - £10 per person, between 1 – 4 weeks in advance of travel - £15 per person, less than 1 week in advance of travel - £30 per person. The compensation that we offer does not affect your statutory rights.
Unfortunately the company is unable to offer any compensation for inconvenience or loss of personal or business time, or loss of holiday entitlement. If you accept a major change it is agreed that the contract between the company and the client is varied to incorporate the change.
Force Majeure – we are not responsible for changes which are beyond our control (force majeure), which can include but are not limited to war, threat of war, civil strife, riot, fire, nuclear disaster, industrial action, terrorist activity, bad weather, natural disaster and technical or maintenance problems. The definition of force majeure for the purpose of these booking conditions is any event or occurrences which the company could not have foreseen or avoided with due care and attention.
CHANGES MADE BY THE CLIENT
It is understood that we take all flight booking on the basis that they are none changeable and non refundable from the point they are booked. However if it is possible to make an amendment we will do all we can to assist you. The company are not an airline, we do not hold allocation or own our own flights, and book flights with a variety of airlines and operators on an ad hoc basis. Where the airline or operator allows a change and levies a charge to make a change, we reserve the right to charge an administration charge in addition to any operator charges of £40 per person. Please note we do not allow clients to make changes to bookings within 3 working days of departure. In the event that you wish to cancel your flights you will not be entitled to any refund of any monies paid, cancellations should be made in writing and are not confirmed until the client receives a confirmation of this from the company. If the client wishes to receive a cancellation invoice for insurance reasons we levy an administration charge of £40 for the production of this. Please note there is no refund due where the ticket or a portion of the ticket is not used.
CONDITIONS OF CARRIAGE
The contractual terms and conditions of the airline or operator that provides your transportation for your travel will apply to your contract with the company. These may affect your rights to claim compensation, limit liability or exclude liability, a copy of your carrier or operators conditions will be provided on request from our office. It is clearly understood that the client is responsible for all members of the party complying with the entry requirements for a county, this includes possession of the relevant travel documentation (e.g. tickets, passport, visa) and fulfilment of any other immigration entry requirements. If you are refused entry to a country the company is not liable for any costs you have incurred and the client is not entitled to any refund, also the client would be responsible for any fines or charges levied against the company by the relevant government or authority for transporting you from that country if applicable.
TICKETS / ELECTRONIC TICKETS
Most airlines and operators send tickets to us electronically, these will be forwarded to you upon receipt, however if you have not received your tickets 10 days prior to your departure it is the clients responsibility to contact out customer services department. In the unlikely event that your airline or operator issues paper tickets, these would be posted out to you 14 days prior to your departure, please note these are sent out in normal post at the clients own risk, if the client wishes to arrange for special delivery of their tickets a charge to cover the cost of this will be payable. It is the clients responsibilities to ensure that they have printed out their electronic tickets, or take their paper tickets with them to the airport. Unfortunately we are not able to offer on-line check in for any of the airlines we offer, therefore you will be required to check in at the airport unless specifically advised otherwise. We advise all clients to check in at least 2 hours prior to the scheduled departure time for their flight. We also advise the client to check on the relevant departure airports website up to 24 hours prior to departure to ensure there are no delays before setting off to the airport.
HOLD BAGGAGE / CABIN BAGGAGE
All airlines include a cabin baggage allowance of 1 piece of cabin baggage per passenger, however this is limited in weight and in dimensions, these weights and dimensions are shown on the flight summary on your confirmation. Please note that if you wish to check in hold baggage there will be an option to do this when booking your flights, again this is limited by weight. Unless otherwise stated it is not possible to pool your hold baggage allowance, for example if you book 4 pieces of hold baggage at 15kg per passenger, each passenger can take 1 hold bag weighing a maximum of 15kg. If you wish to add on hold baggage and have not selected the option to add hold baggage at the time of booking we will levy an administration charge of £15 per booking to do this. Please note excess baggage charges vary dependent on routing and airline, it is not possible for us to give estimations of these charges as we do not levy them.
SPECIAL NEEDS & REQUESTS
In terms of special needs, it is the clients responsibility to advise the company at the time of booking of any special needs, such as wheelchair or airport assistance, we will then follow your booked carriers policy and advise them of your special needs. In most cases the carrier will ask us to submit a special needs form to them prior to travel, which we will forward to the client and require them to complete in accordance with the carriers requirements and return to ourselves. Please note we will confirm by email that your special needs have been notified to your carrier – however as we are not in direct control of such provisions any claim arising from non-provision should be lodged directly with your carrier.
In terms of requests, these where possible will be noted with your carrier, however it should be clearly understood by the client, that we accept no liability in terms of non provision of such requests.
UNACCOMPANIED MINORS
We do not accept bookings for any children aged under 18 years of age on the date of travel unless accompanied by an adult aged 18 years or over. If you require further clarification or information please contact us for details.
INFANTS
An infant is defined as a passenger who is under 2 years of age on the return date of their travel. One infant is allowed to travel on one adult passengers lap. All carriers and operators charge an administration/booking fee for infants. It is possible in most cases to book a seat for an infant passenger howeverr this must be done through our call centre.
ADVANCED PASSENGER INFORMATION
You may also be required to provide API (Advance Passenger Information) this is a requirement for most travel and is a government regulation, this information will be requested from you by email and we require the information to be provided to us by email, it is understood that we have the responsibility to request this information, however if the client fails to provide this information for whatever reason we are absolved from all responsibility for refusal of boarding/travel.
Booking Conditions non ATOL – Please read carefully and ensure you understand
Non Flight booking conditions (e.g. hotels, car hire, transfers, etc)
BOOKING CONDITIONS
Spa Travel and SpaTravel.co.uk, are trading names of Spa Travel Ltd (‘The company’ throughout this documentation) registered office – Planet Court, 1. Tigne Seafront, Sliema, Malta, SLM3012. The company cannot be held responsible for any costs incurred by changes to reservations if errors are not brought to our attention immediately a confirmation, tickets (paper or electronic ticket voucher), or any other vouchers are received. Please therefore ensure that you check all documents carefully upon receipt. The company endeavours to ensure all passengers complete satisfaction when making you booking, however it must be understood that the company are acting as agents on your behalf, and all bookings accepted and arrangements made by the company are subject to the booking conditions imposed by the travel organiser (available upon request). Your contract is therefore with the travel organiser(s) noted overleaf, who are supplying your travel arrangements. The company are acting as an agent on your behalf of these suppliers. The company in their capacity as an agent are not liable for any passenger loss, damage, flight changes, delay, injury, cancellation or any additional expenses suffered by the passengers, however caused, for any reason beyond the company’s control. All special requests are made with the understanding that the company have no direct control over the provision of such requests, therefore the company will not accept any claim due to the non provision of any such requests made on the passengers behalf. All passengers are booked and confirmed as UK citizens, if this is not the case you should contact us immediately. The company make bookings on the understanding that the (lead) passenger is over 18 years old. We reserve the right to cancel any booking and provide a full refund without compensation.
PROTECTION
Products sold by our company are financially protected in terms of money paid for them. Hotel accommodation and extra facilities purchased, are also protected by either an insurance policy purchased on your behalf or a guarantee made by ourselves, that if the supplier fails we will provide you with a full refund. Please note we do not sell flight inclusive packages we sell flights, accommodation and travel extras, it must be clearly understood that each item is a separate element, and is available to purchase at the same price separately. It must also be understood that in the event that one of the suppliers your booking is made with fails it is our responsibility to provide a refund, however the provision of alternative product(s) will be a new booking and will be charged at the new price whether this is lower or higher. We do not ATOL protect any accommodation or other travel extras sold by our company.
PAYMENT
Deposit or full payment is due at the time of booking. If you pay a deposit the balance must be available as cleared funds in our bank account no later than 12 weeks prior to departure. Please note we do not send reminders and it is your responsibility to make a note of your balance due date. Government taxes may be subject to change without notice, and the customer must pay any applicable increase. If cleared funds have not been received by the due date, the booking may be cancelled without notice. The company reserves the right to charge the following fees for late or non payment of £25 on the first day and a further £5 for every additional day the payment is late. However if the balance is not received by the due date we reserve the right to cancel your booking without notice. We also reserve the right to charge for the recovery of bad debt and cancellation charges, to cover any additional costs incurred, if the booking has to be cancelled due to non payment an automatic cancellation charge of £40 per person is levied. Payments may be made using a credit card (2% surcharge), debit card (1%), cheque or bankers draft (made payable to Spa Travel) which must be received 5 working days prior to due date, or payment can be made direct into our bank account (details available upon request).
CHANGES
All operators, principals and suppliers reserve the right to make changes to reservations. This may impact on other travel arrangements made by the company on your behalf, or made by yourself with other parties. Whilst the company will make every effort to re-arrange such reservations they cannot be held responsible for any costs incurred as a result. In the event that a supplier cancels your booking due to operational or commercial reasons it is understood that card charges will not be refunded as the card charges have been incurred whether products have been supplied or not. Most alterations made by you (the customer) will incur an amendment charge from the tour operator, principal or supplier, the company reserves the right to charge an administration fee for making the change of £40 per passenger or a charge equal to the amount charged by the suppliers (whichever is greater). You should be aware that some travel arrangements are non changeable and non refundable. If you wish to make an amendment to an existing booking this must be made in writing and will be confirmed in writing to you. If you wish to cancel your booking this must be made in writing and sent to our company office by recorded delivery, the company reserves the write to charge a cancellation fee of £40 per booking for cancellations even when no refund is payable where the client requires a cancellation invoice for their insurance company. Deposits are strictly non refundable and any refunds are subject to the suppliers booking conditions (available upon request), refunds will only be made to customers upon receipt of them from the supplier.
VOUCHERS AND OTHER DOCUMENTATION
Accommodation vouchers and other documentation will be sent to you 7 to 10 days prior to departure, most vouchers are electronic and will be emailed to you, if they are not we will advise you by email that the tickets/voucher will be issued by post, it is your responsibility to print off the documentation and take with you. If you have not received your tickets or other documentation 7 days prior to departure, please contact our customer services department, please note we are unable to chase vouchers or other documentation outside of 7 days of travel date. The company forward all vouchers and documentation upon receipt from the operator or supplier, vouchers sent by post are done so at the customers own risk. On request documentation can be sent special delivery however this will incur a charge which the customer will be responsible for paying.
Car hire booking conditions
Car Hire terms and conditions (specific supplier conditions are available upon request).
All cars booked are on request, if for any reason we are unable to secure your car you will receive a full refund.
The following must be adhered to:
1. You must have held a full UK licence for at least 1 year
2. You must be aged 21 - 65 yrs
3. You must hold a major credit card
4. You must have no endorsements / penalty points on you licence.
General conditions covering all bookings
COMPLAINTS
The company aim to ensure that all our customer receive satisfaction in terms of their booking with us, however it must be understood that we are purchasing products from third parties and are not always able to control the standards and provision of such. If the customer has any reason to complain this must be made in writing to us either by email or by post including any supporting evidence, the company will then forward the details of your complaint to the specific supplier, the company will send an acknowledgement that the customers complaint has been received and get a response to the customer within 28 days.
WEBSITE AND ADVERTISING MATERIAL ACCURACY
The company aim to ensure that all advertised offers are as accurate as possible, however it must be understood that due to the nature of the travel industry offers or availability, can change without notice. In terms of accommodation facilities, these can be withdrawn without notice as a result of decisions outside the companies control, unfortunately the company do not accept liability for this. In terms of press advertising, all advertised offers are available at the point that copy is sent to the relevant publication, however due to fluid pricing and availability issues the company are unable to control or hold prices.
HEALTH REGULATIONS
The company recommend that clients obtain a copy of ‘Health and Advice for Travellers’ published by the Department of Health, currently available by calling 0800 555 777 prior to travel. If you are pregnant or have any health concerns we advise you to contact the companies call centre prior to confirming your booking, so as it can be ascertained whether your suppliers will accept your booking and allow the customer to travel.
BEHAVIOUR
The customer accepts full responsibility for the behaviour of all members of their party, if the customer or their party are involved in serious misconduct we reserve the right to terminate the contract without compensation. Please note this also applies to all contact with our company and our staff are instructed to terminate all communication where the clients uses foul language or threats of violence. If the client or a member of their party cause delay or diversion of the flight due to their behaviour the client agrees to indemnify us against any claims including costs levied against us.
LEAD PASSENGER RULE
The lead passenger on a booking will be listed as the person who has paid for the arrangements, only the lead passenger is able to make changes to the booking. We are not able to communicate details of the booking to any other person other than the lead passenger, without written approval from the lead passenger that they authorise us to communivate with an alternative individual or party member.
Please be assured that we have secure systems in place to ensure the protection of personal data held by the company. This information will be passed on to your travel organisers as required. The company will only pass information on to relevant suppliers to assist in completing your booking arrangements.
TRAVEL INSURANCE, PASSPORTS & VISA
We advise all passengers to ensure that they have adequate travel insurance, we do not sell travel insurance. We recommend that any policy you are fully covered against loss of baggage, personal accident, cancellation & curtailment, loss of personal money & documentation, medical and other expenses. The company are absolved from any liability which may arise due to the passengers failure to take out adequate travel insurance cover. Please be advised that you are responsible for ensuring compliance to the entry requirements for the country(ries) you are visiting. This includes possessing a valid passport and visa if required and complying with any other regulations, we cannot provide passport or visa advice, therefore if in doubt please contact the relevant embassy/agency prior to travel. You may also be required to provide API (Advance Passenger Information) this is a requirement for most travel and is a government regulation, this information will be requested from you by email and we require the information to be provided to us by email, it is understood that we have the responsibility to request this information, however if the client fails to provide this information for whatever reason we are absolved from all responsibility for refusal of boarding/travel.
FOR ALL ENQUIRIES REGARDING EXISITING BOOKING PLEASE EMAIL OUR CUSTOMER SERVICES DEPARTMENT AT ADMIN@SPATRAVEL.CO.UK OR CALL 0800 917 3001.
FLIGHT SPECIFIC BOOKING CONDITIONS
BOOKING CONDITIONS
The contract for your flights is made with Spa Travel (‘The company’ throughout this documentation), registered office Planet Court, 1 Tigne Seafront, Malta, SLM3012. When making a booking with the company you (‘The client throughout this documentation) accept that you have the authority to accept and do accept on behalf of all members of the party (passengers travelling), these booking conditions. You must also be at least 18 years of age to make a booking with us, and accept that we cannot take bookings for minors under the age of 18 travelling without a parent or a guardian. A contract exists between the company and the client upon our accepting the monies for you for your flights and sending you an ATOL confirmation invoice either electronically or by mail for the flight element of your booking. We hold an Air Travel Organisers Licence, our ATOL number is 9033 which provides for your financial protection and repatriation in the event of our financial failure, we also take out a separate supplier failure cover which provides for a refund (normally within 16 weeks) in the event that your carrier should fail. For full details of the ATOL protection scheme please visit www.atol.org.uk. The price you pay for your flight includes an applicable amount per person for the APC (ATOL Protection Contribution) which we will pay to the CAA (Civil Aviation Authority). Please note that when you book a flight with the company you accept responsibility for the proper conduct of all members of your party, we will not accept any liability for a carrier refusing boarding due to misconduct by the client or any member of their party. PLEASE ENSURE THAT YOU READ CAREFULLY AND UNDERSTAND THESE BOOKING CONDITION BEFORE MAKING A BOOKING.
PROTECTION
When purchasing an ATOL protected flight, and we have accepted your booking by providing you electronically or by mail an ATOL confirmation invoice, if we become financially insolvent and the carrier you are due to travel with has not been paid your would be entitles to a refund of monies paid for your flights by making a claim through the ATOL claims procedure. We book flights with a range of low cost, schedules and charter carriers, and at the time of booking we take out a Supplier Failure or Airline Failure insurance on your behalf, in the event that your operator or carrier fails we will make a claim on this policy and provide you with a full refund of monies paid for your flight. It is agreed that the limit of the companies liability is for the monies paid for the flights, and we are not responsible for any additional costs incurred due to rebooking or for other items either booked separately with ourselves or with other companies. IT MUST BE CLEARLY UNDERSTOOD THAT WE DO NOT SELL FLIGHT INCLUSIVE PACKAGE HOLIDAYS AND ONLY OFFER ATOL PROTECTION ON THE FLIGHT ELEMENT OF ANY BOOKINGS MADE WITH OURSELVES.
PRICES & PAYMENT
The price of your flight is shown on our website when you book or confirmed by our call centre staff, please note that due to availability issues, we reserve the right to alter the flight price before issuing confirmation, if you do not accept the new price you will be entitled to a full refund on your flight booking. Flights are payable in full at the time of booking, electronic tickets or paper tickets are forwarded to the client as soon as they are available from the relevant supplier.
The price for your flight is fixed (subject to surcharges) at the time that your booking is made, this means that if the price for your flight goes up you will not be expected to pay more, conversely if the price of your flight goes down you would not be entitled to any refund of the difference. We book flights with a number of operators and carriers, all of which operate fluid pricing, this means that due to commercial reasons the flight prices are not fixed and can go up or down from the price that you have paid for your flight. The possible surcharges where you would be required to pay an additional amount for your flight from the price you paid include but are not limited to: fuel surcharges, changes to government taxation for example vat, or changes to landing or embarkation fees. It is important that you understand that surcharges are very unlikely and we will endeavour to advise you of any charges as soon as we are informed by the carrier or operator.
Payment must be made at time of booking, and can be paid by credit or debit card, credit cards incur a 2% processing charge and debit cards incur a 1% processing charge, please note it is not possible for us to book flights without having payment.
CHANGES AND CANCELLATIONS MADE BY THE COMPANY
We book flights with a wide range of charter, low costs and scheduled carriers, who plan their flight schedules many months in advance. Please note that while we protect your flights under the ATOL scheme we do not hold any commitment on flights and are not a carrier or airline. Occasionally due to unforeseen circumstances, normally due to operational or commercial reasons we will be advised with the carrier or operator we have booked with of schedule changes or cancellations. Changes fall into two major categories:
Minor changes – A change in your flight times of less than 12 hours or a change of airport within the same city network (e.g. London). In the event of a minor change most carriers and operators will not offer free of charge cancellation or compensation. Whilst we understand that this may impact on other arrangements made with ourselves or other parties, we would do our best to assist in making any amendments but we would not be liable for any additional costs incurred. We would also endeavour to advise you by email of any minor amendments to your flight as soon as we are made aware of this from your operator or airlines. Please note if the operator or airline alter the airline, aircraft type or routing this is not classed as a material change and we have no responsibility to notify you of this in advance of your travel.
Major change – A change in your flight times of more than 12 hours or a change of UK departure airport (except between London Gatwick, Heathrow, Stansted and Luton) or a change in your resort airport (with the exclusion of Paphos and Larnaca). In the event of a major change you would be entitled to cancel your flight booking and be entitled to a refund of the monies paid for your flights. You must decide whether to cancel your flights within 7 days of being sent the notification by email or within 3 days if your departure is within 7 days. Compensation will be paid at the following rates when a major change arises, except where the major change is as a result of force majeure (see force majeure section): more than 6 weeks in advance of travel – Nil, between 4 – 6 weeks in advance of travel - £10 per person, between 1 – 4 weeks in advance of travel - £15 per person, less than 1 week in advance of travel - £30 per person. The compensation that we offer does not affect your statutory rights.
Unfortunately the company is unable to offer any compensation for inconvenience or loss of personal or business time, or loss of holiday entitlement. If you accept a major change it is agreed that the contract between the company and the client is varied to incorporate the change.
Force Majeure – we are not responsible for changes which are beyond our control (force majeure), which can include but are not limited to war, threat of war, civil strife, riot, fire, nuclear disaster, industrial action, terrorist activity, bad weather, natural disaster and technical or maintenance problems. The definition of force majeure for the purpose of these booking conditions is any event or occurrences which the company could not have foreseen or avoided with due care and attention.
CHANGES MADE BY THE CLIENT
It is understood that we take all flight booking on the basis that they are none changeable and non refundable from the point they are booked. However if it is possible to make an amendment we will do all we can to assist you. The company are not an airline, we do not hold allocation or own our own flights, and book flights with a variety of airlines and operators on an ad hoc basis. Where the airline or operator allows a change and levies a charge to make a change, we reserve the right to charge an administration charge in addition to any operator charges of £40 per person. Please note we do not allow clients to make changes to bookings within 3 working days of departure. In the event that you wish to cancel your flights you will not be entitled to any refund of any monies paid, cancellations should be made in writing and are not confirmed until the client receives a confirmation of this from the company. If the client wishes to receive a cancellation invoice for insurance reasons we levy an administration charge of £40 for the production of this. Please note there is no refund due where the ticket or a portion of the ticket is not used.
CONDITIONS OF CARRIAGE
The contractual terms and conditions of the airline or operator that provides your transportation for your travel will apply to your contract with the company. These may affect your rights to claim compensation, limit liability or exclude liability, a copy of your carrier or operators conditions will be provided on request from our office. It is clearly understood that the client is responsible for all members of the party complying with the entry requirements for a county, this includes possession of the relevant travel documentation (e.g. tickets, passport, visa) and fulfilment of any other immigration entry requirements. If you are refused entry to a country the company is not liable for any costs you have incurred and the client is not entitled to any refund, also the client would be responsible for any fines or charges levied against the company by the relevant government or authority for transporting you from that country if applicable.
TICKETS / ELECTRONIC TICKETS
Most airlines and operators send tickets to us electronically, these will be forwarded to you upon receipt, however if you have not received your tickets 10 days prior to your departure it is the clients responsibility to contact out customer services department. In the unlikely event that your airline or operator issues paper tickets, these would be posted out to you 14 days prior to your departure, please note these are sent out in normal post at the clients own risk, if the client wishes to arrange for special delivery of their tickets a charge to cover the cost of this will be payable. It is the clients responsibilities to ensure that they have printed out their electronic tickets, or take their paper tickets with them to the airport. Unfortunately we are not able to offer on-line check in for any of the airlines we offer, therefore you will be required to check in at the airport unless specifically advised otherwise. We advise all clients to check in at least 2 hours prior to the scheduled departure time for their flight. We also advise the client to check on the relevant departure airports website up to 24 hours prior to departure to ensure there are no delays before setting off to the airport.
HOLD BAGGAGE / CABIN BAGGAGE
All airlines include a cabin baggage allowance of 1 piece of cabin baggage per passenger, however this is limited in weight and in dimensions, these weights and dimensions are shown on the flight summary on your confirmation. Please note that if you wish to check in hold baggage there will be an option to do this when booking your flights, again this is limited by weight. Unless otherwise stated it is not possible to pool your hold baggage allowance, for example if you book 4 pieces of hold baggage at 15kg per passenger, each passenger can take 1 hold bag weighing a maximum of 15kg. If you wish to add on hold baggage and have not selected the option to add hold baggage at the time of booking we will levy an administration charge of £15 per booking to do this. Please note excess baggage charges vary dependent on routing and airline, it is not possible for us to give estimations of these charges as we do not levy them.
SPECIAL NEEDS & REQUESTS
In terms of special needs, it is the clients responsibility to advise the company at the time of booking of any special needs, such as wheelchair or airport assistance, we will then follow your booked carriers policy and advise them of your special needs. In most cases the carrier will ask us to submit a special needs form to them prior to travel, which we will forward to the client and require them to complete in accordance with the carriers requirements and return to ourselves. Please note we will confirm by email that your special needs have been notified to your carrier – however as we are not in direct control of such provisions any claim arising from non-provision should be lodged directly with your carrier.
In terms of requests, these where possible will be noted with your carrier, however it should be clearly understood by the client, that we accept no liability in terms of non provision of such requests.
UNACCOMPANIED MINORS
We do not accept bookings for any children aged under 18 years of age on the date of travel unless accompanied by an adult aged 18 years or over. If you require further clarification or information please contact us for details.
INFANTS
An infant is defined as a passenger who is under 2 years of age on the return date of their travel. One infant is allowed to travel on one adult passengers lap. All carriers and operators charge an administration/booking fee for infants. It is possible in most cases to book a seat for an infant passenger howeverr this must be done through our call centre.
ADVANCED PASSENGER INFORMATION
You may also be required to provide API (Advance Passenger Information) this is a requirement for most travel and is a government regulation, this information will be requested from you by email and we require the information to be provided to us by email, it is understood that we have the responsibility to request this information, however if the client fails to provide this information for whatever reason we are absolved from all responsibility for refusal of boarding/travel.
Booking Conditions non ATOL – Please read carefully and ensure you understand
Non Flight booking conditions (e.g. hotels, car hire, transfers, etc)
BOOKING CONDITIONS
Spa Travel and SpaTravel.co.uk, are trading names of Spa Travel Ltd (‘The company’ throughout this documentation) registered office – Planet Court, 1. Tigne Seafront, Sliema, Malta, SLM3012. The company cannot be held responsible for any costs incurred by changes to reservations if errors are not brought to our attention immediately a confirmation, tickets (paper or electronic ticket voucher), or any other vouchers are received. Please therefore ensure that you check all documents carefully upon receipt. The company endeavours to ensure all passengers complete satisfaction when making you booking, however it must be understood that the company are acting as agents on your behalf, and all bookings accepted and arrangements made by the company are subject to the booking conditions imposed by the travel organiser (available upon request). Your contract is therefore with the travel organiser(s) noted overleaf, who are supplying your travel arrangements. The company are acting as an agent on your behalf of these suppliers. The company in their capacity as an agent are not liable for any passenger loss, damage, flight changes, delay, injury, cancellation or any additional expenses suffered by the passengers, however caused, for any reason beyond the company’s control. All special requests are made with the understanding that the company have no direct control over the provision of such requests, therefore the company will not accept any claim due to the non provision of any such requests made on the passengers behalf. All passengers are booked and confirmed as UK citizens, if this is not the case you should contact us immediately. The company make bookings on the understanding that the (lead) passenger is over 18 years old. We reserve the right to cancel any booking and provide a full refund without compensation.
PROTECTION
Products sold by our company are financially protected in terms of money paid for them. Hotel accommodation and extra facilities purchased, are also protected by either an insurance policy purchased on your behalf or a guarantee made by ourselves, that if the supplier fails we will provide you with a full refund. Please note we do not sell flight inclusive packages we sell flights, accommodation and travel extras, it must be clearly understood that each item is a separate element, and is available to purchase at the same price separately. It must also be understood that in the event that one of the suppliers your booking is made with fails it is our responsibility to provide a refund, however the provision of alternative product(s) will be a new booking and will be charged at the new price whether this is lower or higher. We do not ATOL protect any accommodation or other travel extras sold by our company.
PAYMENT
Deposit or full payment is due at the time of booking. If you pay a deposit the balance must be available as cleared funds in our bank account no later than 12 weeks prior to departure. Please note we do not send reminders and it is your responsibility to make a note of your balance due date. Government taxes may be subject to change without notice, and the customer must pay any applicable increase. If cleared funds have not been received by the due date, the booking may be cancelled without notice. The company reserves the right to charge the following fees for late or non payment of £25 on the first day and a further £5 for every additional day the payment is late. However if the balance is not received by the due date we reserve the right to cancel your booking without notice. We also reserve the right to charge for the recovery of bad debt and cancellation charges, to cover any additional costs incurred, if the booking has to be cancelled due to non payment an automatic cancellation charge of £40 per person is levied. Payments may be made using a credit card (2% surcharge), debit card (1%), cheque or bankers draft (made payable to Spa Travel) which must be received 5 working days prior to due date, or payment can be made direct into our bank account (details available upon request).
CHANGES
All operators, principals and suppliers reserve the right to make changes to reservations. This may impact on other travel arrangements made by the company on your behalf, or made by yourself with other parties. Whilst the company will make every effort to re-arrange such reservations they cannot be held responsible for any costs incurred as a result. In the event that a supplier cancels your booking due to operational or commercial reasons it is understood that card charges will not be refunded as the card charges have been incurred whether products have been supplied or not. Most alterations made by you (the customer) will incur an amendment charge from the tour operator, principal or supplier, the company reserves the right to charge an administration fee for making the change of £40 per passenger or a charge equal to the amount charged by the suppliers (whichever is greater). You should be aware that some travel arrangements are non changeable and non refundable. If you wish to make an amendment to an existing booking this must be made in writing and will be confirmed in writing to you. If you wish to cancel your booking this must be made in writing and sent to our company office by recorded delivery, the company reserves the write to charge a cancellation fee of £40 per booking for cancellations even when no refund is payable where the client requires a cancellation invoice for their insurance company. Deposits are strictly non refundable and any refunds are subject to the suppliers booking conditions (available upon request), refunds will only be made to customers upon receipt of them from the supplier.
VOUCHERS AND OTHER DOCUMENTATION
Accommodation vouchers and other documentation will be sent to you 7 to 10 days prior to departure, most vouchers are electronic and will be emailed to you, if they are not we will advise you by email that the tickets/voucher will be issued by post, it is your responsibility to print off the documentation and take with you. If you have not received your tickets or other documentation 7 days prior to departure, please contact our customer services department, please note we are unable to chase vouchers or other documentation outside of 7 days of travel date. The company forward all vouchers and documentation upon receipt from the operator or supplier, vouchers sent by post are done so at the customers own risk. On request documentation can be sent special delivery however this will incur a charge which the customer will be responsible for paying.
Car hire booking conditions
Car Hire terms and conditions (specific supplier conditions are available upon request).
All cars booked are on request, if for any reason we are unable to secure your car you will receive a full refund.
The following must be adhered to:
1. You must have held a full UK licence for at least 1 year
2. You must be aged 21 - 65 yrs
3. You must hold a major credit card
4. You must have no endorsements / penalty points on you licence.
General conditions covering all bookings
COMPLAINTS
The company aim to ensure that all our customer receive satisfaction in terms of their booking with us, however it must be understood that we are purchasing products from third parties and are not always able to control the standards and provision of such. If the customer has any reason to complain this must be made in writing to us either by email or by post including any supporting evidence, the company will then forward the details of your complaint to the specific supplier, the company will send an acknowledgement that the customers complaint has been received and get a response to the customer within 28 days.
WEBSITE AND ADVERTISING MATERIAL ACCURACY
The company aim to ensure that all advertised offers are as accurate as possible, however it must be understood that due to the nature of the travel industry offers or availability, can change without notice. In terms of accommodation facilities, these can be withdrawn without notice as a result of decisions outside the companies control, unfortunately the company do not accept liability for this. In terms of press advertising, all advertised offers are available at the point that copy is sent to the relevant publication, however due to fluid pricing and availability issues the company are unable to control or hold prices.
HEALTH REGULATIONS
The company recommend that clients obtain a copy of ‘Health and Advice for Travellers’ published by the Department of Health, currently available by calling 0800 555 777 prior to travel. If you are pregnant or have any health concerns we advise you to contact the companies call centre prior to confirming your booking, so as it can be ascertained whether your suppliers will accept your booking and allow the customer to travel.
BEHAVIOUR
The customer accepts full responsibility for the behaviour of all members of their party, if the customer or their party are involved in serious misconduct we reserve the right to terminate the contract without compensation. Please note this also applies to all contact with our company and our staff are instructed to terminate all communication where the clients uses foul language or threats of violence. If the client or a member of their party cause delay or diversion of the flight due to their behaviour the client agrees to indemnify us against any claims including costs levied against us.
LEAD PASSENGER RULE
The lead passenger on a booking will be listed as the person who has paid for the arrangements, only the lead passenger is able to make changes to the booking. We are not able to communicate details of the booking to any other person other than the lead passenger, without written approval from the lead passenger that they authorise us to communivate with an alternative individual or party member.
Please be assured that we have secure systems in place to ensure the protection of personal data held by the company. This information will be passed on to your travel organisers as required. The company will only pass information on to relevant suppliers to assist in completing your booking arrangements.
TRAVEL INSURANCE, PASSPORTS & VISA
We advise all passengers to ensure that they have adequate travel insurance, we do not sell travel insurance. We recommend that any policy you are fully covered against loss of baggage, personal accident, cancellation & curtailment, loss of personal money & documentation, medical and other expenses. The company are absolved from any liability which may arise due to the passengers failure to take out adequate travel insurance cover. Please be advised that you are responsible for ensuring compliance to the entry requirements for the country(ries) you are visiting. This includes possessing a valid passport and visa if required and complying with any other regulations, we cannot provide passport or visa advice, therefore if in doubt please contact the relevant embassy/agency prior to travel. You may also be required to provide API (Advance Passenger Information) this is a requirement for most travel and is a government regulation, this information will be requested from you by email and we require the information to be provided to us by email, it is understood that we have the responsibility to request this information, however if the client fails to provide this information for whatever reason we are absolved from all responsibility for refusal of boarding/travel.
FOR ALL ENQUIRIES REGARDING EXISITING BOOKING PLEASE EMAIL OUR CUSTOMER SERVICES DEPARTMENT AT ADMIN@SPATRAVEL.CO.UK OR CALL 0800 917 3001.
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Copyright © Spa Travel
Copyright © Spa Travel
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